Frequently Asked Questions

heraeus-gold.hk currently offers a variety of gold, silver, and platinum minted bars as well as cast bars. Occasionally, we will launch seasonal limited-edition products.

We only accept online orders via the heraeus-gold.hk website. If you have any issues in placing orders online, please contact our customer service.

There is a transaction limit per order of 100,000 USD (and equivalent HKD exchange).

We accept a variety of credit and debit cards. Additionally, customers are welcome to purchase via bank transfer. Bank transfer instructions will be provided upon placing an order and can also be found in the payment methods page.

There is no minimum order amount.

We accept HKD and USD.

We only accept one payment method and currency per order. If necessary, please separate orders if your wish to pay with varying payment methods or currencies.

We ensure the integrity of your transaction from the moment you place your order until the handover of your shipment. We maintain all standard security protocols on our website as well as the processing of your payment.

heraeus-gold.hk will not charge any fees accepting bank transfers, but please be aware that any fees incurred by customer from their bank will be borne by the customer themselves.

If you select bank transfer as a payment method, you have 2 days from the placement of the order to schedule your bank transfer. On the 3^rd day, heraeus-gold.hk holds the right to withdraw from this transaction.

No, we currently only sell and deliver within Hong Kong SAR (HK Island, Kowloon, and New Territories), which excludes all Outlying Islands as well as mainland China and other Chinese jurisdictions.

Deliveries by courier are a flat rate of HKD 80 / USD 10 per order.

If you are a registered customer of heraeus-gold.hk, you can track your order status online and have access to the Tracking ID provided by our courier.

The delivery time of the products is approximately 2-5 working days after receipt of payment.

The precious metal bars offered on www.heraeus-gold.hk are produced exclusively by Heraeus (www.heraeus.com) or the 100% owned Heraeus subsidiary Argor-Heraeus (www.argor-heraeus.com). Heraeus is one of the world's leading companies in precious metal processing, recycling and trading.

The precious metal bars come directly from Heraeus' own refinery and mint. You only buy Heraeus new products (precious metal bars). 

All Heraeus gold bars produced from May 2011 onwards bear a serial number and are provided with a quality certificate on which the corresponding number of the bar is printed. The cast bars are shrink-wrapped together with the certificate. The minted bars are all supplied in a blister card.  With the Kinebar^®, Heraeus also offers precious metal bars with an additional security feature, the forgery-proof Kinegram^®.

All gold bars are so-called investment gold and have a fineness of 99.99%. Heraeus and Argor-Heraeus are certified by the LBMA (London Bullion Market Association) as "Good Delivery" producers (see http://www.lbma.org.uk/good-delivery). This guarantees worldwide acceptance of Heraeus precious metal bars.

The customer has several options available to contact our customer support. For ensuring a timely response, we recommend contacting us via our Whatsapp channel during our office hours. Additionally, we can be reached via our contact form, email, or phone.

Information on our latest products or promotions will be communicated via our heraeus-gold.hk newsletter. During checkout or while registering for an account, you are welcome to subscribe or unsubscribe from the Newsletter at your convenience.

Our service team is available for you from Monday to Friday between 09:00 and 17:00 (HKT).

In cases of damaged products, please adhere to the following steps:

1. If you see any damage to the exterior of the package or have any suspicion of damage, please do not sign the shipment receipt. Please request our courier resend back to Heraeus and contact our customer support.
2. If you find damaged products after accepting the shipment and opening the package, please contact our customer support immediately. We will request photos of the damaged products and relay further information on how to proceed.

In cases of incorrect products, please adhere to the following steps:

1. Please confirm the contents of the package when receiving the shipment from our courier. Before opening the package, confirm that the products ordered match the waybill.
2. After opening the package, if the order does not match the contents, please contact customer support and we will be glad to arrange an exchange for the correct products. We will request photos of the incorrect products received.

We currently do not offer buyback services or bid on any precious metals from the customer.

There are no additional charges apart from the shipping fee. However, please be aware of any additional charges from your bank if scheduling a bank transfer.

We do not accept cancellations of any order, as all sales are final.

We do not have any return policies. In case of damage or incorrect products, we can facilitate a replacement.

We occasionally refer to the precious metals with their element symbol. As a reference, these are the symbols for our products:

Au = Gold

Ag = Silver

Pt = Platinum

In addition to representing our products in grams, there are several bars shown in troy ounces (oz). The troy ounce is roughly ~31.1035 grams.