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What is a gold bar? |
| Gold bars are also called gold ingots. Gold bars are cast from a mould in contrast to embossed gold coins. |
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What is bullion? |
Precious metals like gold, silver, palladium and platinum are often called bullion.
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Is GST (Goods and Services Tax) applicable to bullion purchases? |
| Bullion bought
for investment purposes are GST EXEMPT. |
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Why should I buy a gold bar? |
| Gold bars may be bought if you are planning to use them as investment items, if you are a collector of gold, or as a gift. During global financial uncertainties gold is considered by many people to be a secure investment. The price of gold has risen to an average of US $1060 per ounce in 2009 compared with US $550 in 2006. Moreover, gold’s unrivalled splendour will make it a prized investment possession for generations to come. |
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Do all PAMP,Valcambi and Argor Heraeus gold bars come with an assay card? |
Most PAMP, Valcambi and Argor Heraeus gold bars that Gold De Royale sells come with an assay card. The assay card confirms the certificate number, weight and fineness of the gold bar. Large PAMP, Valcambi and Argor Heraeus gold bars may not come with an assay card. This is because of their weight. Larger bars are authenticated by PAMP, Valcambi and Argor Heraeus and carry its official seal, fineness and weight on the bar.
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Why is the Swiss gold bar considered to be one of the best in the world? Isn’t a gold bar the same regardless of where it is from? |
No, gold bars are not the same regardless of where they are from. For example, a car made in Australia and a Rolls Royce made in the United Kingdom are, at the end of the day, both cars used to transport people. However, it is the quality and precision of how they are made which makes them unique and magnificent.
Furthermore, the London Bullion Market Association (LBMA, www.lbma.org.uk) recognises only five gold refining companies in the world as approved Good Delivery Referees out of 600 Precious Metal Refiners. They are:
PAMP Gold of Switzerland
Argor-Heraeus of Switzerland
Metalor Technologies of Switzerland
Rand Refinery Limited of South Africa
Tanaka Kikinzoku Kogyo K.K. of Japan
The LBMA could take the attitude that all gold refining companies produce 999.9 pure gold. Unfortunately this is not how it works in international gold markets. The LBMA is the most prestigious gold association in the world, where gold prices are fixed, and the five Good Delivery Referees represent the highest quality attainable. That is why Gold De Royale believes in selling only the best to our customers, giving good value for your money.
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There are many gold refining companies that sell gold bars. How do I know which company to choose before I buy their gold bar? |
You need to make sure that the precious metal refiner which manufactures the bullion is recognised as a Good Delivery Refiner or as a Good Delivery Referee by the London Bullion Market Association. You will be surprised to know that many multi-billion dollar gold companies in Australia and around the world are not even listed, or have even been removed from, the Good Delivery List of Acceptable Refiners. The London Bullion Market Association uses stringent criteria for recognition purposes. As a customer, you need to make sure that you are getting good value for your money.
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Who can buy gold bars/silver bars from Gold De Royale? |
| Anyone can buy from us. We sell to gold bullion dealers, collectors, investment firms, companies, jewellers and individuals. |
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Can I come in person and have a look at the different gold/silver bars that you have? |
| Due to security reasons and the high risk of hold-ups, we cannot accommodate this. We have a fully secure online ordering system and are able to take your order as soon as we receive it. What you see on our website is what you get. Please take the time to read the bar specifications as they differ from one bar to another. |
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How do I place an order? |
| As a customer it’s up to you how you would like to place your order. Our online store is open 24/7. We can also take purchase orders via email or phone. Email orders are faster than phone orders as we have more staff handling this area. |
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Once I place a bullion purchase order are the prices locked in? |
| Once you have placed and paid for the order via our online website the prices are locked in and will not change. Similarly, for email and phone orders once we have received your cleared funds in our bank account, the prices will not change. |
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Do you buy back gold/silver/palladium/platinum bullion bars? |
| We only sell bullion bars; we do not buy them back. |
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Can I place a phone order? |
| We recommend all customers to email us with their orders. Due to the high volume of phone calls we receive per day, it is just not possible to keep a track of all the phone calls and take phone orders. Placing an email order is 50 times faster than placing an phone order. Therefore, we strongly recommend all customers to email us with their order request.
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How do I contact you if I need to enquire about something? |
The best way is to email us.
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Do you ship bullion (gold/silver/palladium/platinum) internationally? |
| Yes, we do ship to many countries. Please note that due to security restrictions we do not ship to some countries. All bullion products will be fully insured against any loss during the transit period and will be send via FedEx and will require signature on delivery. For international customers we accept credit card (Visa, Mastercard, American Express) payments, PayPal, and bank wire transfers. Larger purchases can be send via our desiginated security company. Please contact us via email at customercare@goldderoyale.com.au if you would like to buy our gold/silver/palladium/platinum bullion products. We can send you all the necessary information once you contact us via email. |
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What security measures due you take when sending bullion? |
All our packages are carefully and discretely wrapped by two of our staff. Each item is checked independently and counter signed before the contents are sealed in the box for each customer. A special security tape is wrapped around the box, which if removed will clearly show evidence of tampering. Before dispatching all purchase orders, we keep a record of each Swiss gold bar serial number that we dispatch, so that, if it gets lost or stolen during transit, we can report it to the appropriate authorities for investigation. We do not give any indication on the packaging as to the contents inside.
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Does the price of bullion on Gold De Royale remain the same? |
No, our prices are updated on a regular basis. This is due to market volatility and also due to an increased demand for Swiss bullion.
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Is there any limit imposed on credit card purchases? |
For security purposes credit card transactions done online are limited to $5000 (excluding shipping, insurance and credit card surcharge). You will not be able to place purchase orders online for more than $5000 by credit card. This limit is only applicable to credit card transactions online. You can still pay by credit card for more than $5000, if you contact us via email prior to placing your order.
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Once an order is placed can it be modified? |
Once you have placed an order and the payment has been initiated, the order cannot be changed. Because we use state of the art technology to prevent inventory fraud, orders cannot be changed once it has gone through our system. |
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Are credit card transactions secure on Gold De Royale? |
| Yes, credit card transactions are secure. Gold De Royale uses VeriSign®, the leaders in online security. This will ensure that your information sent to our web server is encrypted and scrambled, making it secure. |
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I have transferred the money from my bank account to yours. How do I provide a print screen proof that I have transferred the money? |
This is very simple. Once you have transferred the money you will get a confirmation on your computer screen saying that the money has been transferred. When you see this message, on your keyboard you will see a key called “Prt Scr” or “Print Screen”. Press this once or twice. Then open Microsoft Word and, in a new document, paste the print screen and save the document. Once you have saved the document, you can send it to us via email.
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I use an Apple computer/Apple MacBook and I cannot find the “Prt Scr” or “Print Screen” key on the keyboard in order to take a print screen proof of the wire transfer. |
Unfortunately, Apple computer keyboards do not come with a “Prt Scr” or “Print Screen” key. If you cannot take a print screen of the wire transfer then you need to contact your bank and tell them to send us a fax.
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How do I know when my order has been dispatched? |
| As soon as your order has been dispatched we will send you an email stating that your item has been shipped, along with the shipping and tracking details. |
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Once the package is dispatched, how long will it take to receive the order? |
| Usually courier deliveries can take anywhere from one to two business days. Registered Post can taken anywhere between one to six business days. If you don’t receive your package within six business days, please do contact us and we can follow this matter up with the designated company. |
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If I want to make a large purchase and you don’t have it in stock, can I pre-book my order? |
| Yes, orders can be pre-booked with us provided that you agree to our Terms and Conditions. Any pre-booking must be paid in full. Money is not refunded if you cancel your booking after the payment is made. |
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Do you offer large volume discounts? |
| Yes, we do. Gold De Royale will extend nominal discounts at our discretion on orders above AUS $70,000. |
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Can you ship my order to a post office (PO) box? |
| Yes we can ship to post office (PO) boxes via registered mail and via courier services. |
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Who is responsible if my order is lost or stolen while in transit? |
Gold De Royale insures its shipments and its insurer is responsible if anything should happen to your package while it is in transit to you. However, Gold De Royale will not accept responsibility if you have instructed the particular carrier to leave the package for you without the need for a signature. Furthermore, Gold De Royale cannot be held responsible for any package delivered to a non-residential address which is signed for by a third party or the address provided by the customer is incorrect. Therefore, we recommend that you do not request your package to be shipped to a business address. If your order is lost or stolen during transit, we follow up this matter with the insurance company and the customer will be repaid back the money (when we receive the money from the insurance company) that was used to purchase the bullion.
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Once I have made my purchase can I come in person and collect the gold bars? |
| Due to security
reasons, we cannot accommodate this. But you can collect it from our designated
security company who provides us with specialised security services. If you
would like to collect your purchase order personally, please do contact us at
least two days in advance and we can arrange this. A service fee of $27.50 is
charged if you choose this option. We will give you the necessary information if
you decide this option. |
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Is my personal information safe? |
Gold De Royale takes security very seriously. Our security measures protect the loss, misuse and alteration of all information under our control. Our system is based on the SSL (Secure Socket Layer) encryption standard. Provided you are using an SSL- compliant browser such as Netscape's Navigator or Microsoft's Internet Explorer, you will be able to conduct fully-protected transactions that encrypt all of your personal information, including your credit card number, name and address, so that it cannot be read as the information travels from you to Gold De Royale. Furthermore, all of the customer data we collect is protected against unauthorised access.
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How do I give feedback? |
We regard feedback as the key to understanding the needs and expectations of our customers. We welcome your complaints, compliments, comments, suggestions and views on any aspect of our service because we believe that this will help us to serve you better. You can give feedback by emailing us at customercare@goldderoyale.com.au
If you have a complaint about our services that can only be resolved by a senior person in our organisation, you can write directly to our Customer Service Manager, Gold De Royale Pty Ltd, Suite 103, 192 Ann Street, Brisbane, Queensland 4000. We will endeavour to resolve any grievances that you may have.
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