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Buy Precious Metals from BullionStar in New Zealand – FAQ

Q: Can I visit your shop in New Zealand to view, buy or sell precious metals?

A: No, all orders for New Zealand must be placed online on our website. You can however place an order online, settle the payment and then proceed to collect it at our vault at 1 Willis Street, Wellington, New Zealand, operated by New Zealand Vault. Alternatively you can buy and store with BullionStar in New Zealand or have the products shipped to you from/in New Zealand. Click here for more information about BullionStar New Zealand click here to see the charges for Vault Storage.

Q: Do I need to open an account in order to place an order?

A: For purchases through our online platform, you will need to open an account which is a simple one minute procedure which that can be done during checkout or on our homepage. Upon opening an account, you will receive 10 FREE BSP Grams of Silver.

Q: Do you add any surcharges?

There are no surcharges for payment by Bank Transfer regardless of currency. The prices listed on our web site are what you pay when you purchase precious metals from BullionStar. If you collect your items at our vault facility, there is no additional charge. If you choose to have your items shipped, the cost of shipping and insurance is added. You can see the shipping and insurance cost in the Checkout before confirming the order for any items. All other administrative and handling costs are included in the price when you buy. Please click here to see the charges for Vault Storage.

Q: I am dissatisfied with the appearance of my product. Can I have the product replaced?

A: Please note that we sell bullion bars and bullion coins. Bullion bars and bullion coins are produced by precious metals mints and refineries as investment bullion products and can have small defects on the surfaces such as dots, scratches or blemishes.

Q: What is the meaning of availability status: "Pre-Sale" and what is the meaning of "Expected release date" in the checkout and on the order confirmation?

A:  Pre-sale denotes an item that is currently en route to BullionStar from our suppliers. An indicative release/arrival date for the item is shown as "Expected release date". You can still purchase and make payment in the usual way. You will be notified once the items have arrived and are ready for collection, shipping, or storage.

Q: Do you sell products currently not in stock?

A:  BullionStar only sells items that it physical has in stock, or that is wholly owned by BullionStar and enroute to us from our suppliers. Products that are enroute are denoted as “Pre-sale”

Q: How should I store my products?

A: The most secure and cost effective way to store your physical precious metals is to store them with BullionStar's Vault Storage Solution. In this way you will have full control of your bullion and can buy, sell or physically withdraw your bullion at any time.

If you take delivery of your bullion, you decide how to arrange its storage. Some people choose to store their precious metals in various locations in their homes, others use a safe deposit box at their bank. The options for home storage are varied.

Q: Is there any minimum or maximum value for orders?

A: There is no minimum or maximum value for an order. We welcome all orders regardless of size. The only exception is for cryptocurrencies. Read about the current maximum order values for cryptocurrencies here.

Q: Can I cancel orders that have been placed?

A: In the sale of precious metals, there are no cancellation rights. The reason for this is that the value of precious metals fluctuate in price based on external factors beyond the control of BullionStar. You may, however, always sell purchased products back to BullionStar at any time, and prevailing hold period for specific items not withstanding.

Q: When do I need to settle the payment for my order?

A: You must initiate the payment for your order no later than the next business day after which you placed the order. For example, if you place your order on a Monday, you must initiate the payment no later than the next day, Tuesday. For bank transfers, please send the payment no later than the next business day. As some bank transfers may take up to three business days to be received, we will allow time for receiving your bank transfer. For cryptocurrency payments, please send your payment within 20 minutes of placing your order.

Q: I have ordered products with availability status "Pre-Sale". When do I need to pay for these?

A: The payment must likewise be initiated no later than the next business day after which you placed the order except for cryptocurrencies where the payment must be initiated within 20 minutes.

Q: What happens if the price of my ordered products fluctuates before they are delivered?

A: The price is locked in at the time of order placement. No charges will be added afterwards.

Q: What happens if I don't send the payment for my order within the stipulated timeframe?

A: An administration fee of SGD 60 plus a fee for any market development negative to BullionStar will be charged and invoiced.

Q: How can I turn on/off SMS text messages for order updates sent to my mobile phone or turn on/off 2-factor authentication?

A: Go to My Account - Account Details and change the setting for SMS text messages to "ON/OFF" or change the setting for 2-Factor Authentication to "ON/OFF". 

Q: Where can I find my invoice/How can I get an invoice copy for an old invoice? 

A: For online orders, your invoice will be e-mailed to your registered e-mail address. To find an old invoice, go to Your Account > Transactions and click on the "Invoice" button.

Q: How do I set spot price alerts?

A: Go to the page for Set Spot Price Alerts where you can set a spot price market alert to receive a text message to your phone and/or an e-mail to your registered e-mail address when the spot price of gold, silver, platinum or palladium reaches a certain level.

Q: I already have holdings in Singapore/USA, can I buy and hold Bullion in BullionStar’s New Zealand Location?

Yes you can do so. Simply select BullionStar New Zealand and you can start placing orders for that jurisdiction.

Q: What form of Payments do you accept.

BullionStar NZ is able to accept many forms of payment, including bank transfers in multiple currencies, credit card payment, and even crypto currency.

Q: Once I have placed my order and made payment, how long until my items are ready for collection/Stored/Shipped?

Our team processes payments within 1-2 business days. This may take longer during peak periods. Once your payment has been processed, your order will be ready for collection. For storage and shipment, the items will be processed within 1-3 days. In all cases, you will be notified at every stage.

Q: I selected the wrong delivery method for my transaction. What can I do now?

Please get in contact with our customer support team at support@bullionstar.com and we will be able to assist you with the next steps.

Q: Why do some of my items indicate a “holding period”?

For certain products, like the BullionStar No Spread Gold and Silver bar, there is a minimum holding period of 7 calendar days. If you have purchased these items and would like to sell them, you can only do so once the holding period has expired.

Q: How do I get in touch with you?

Our customer support hours (NZ Time) are:
Monday - Thursday: 11am to 3am
Friday: 11am to 10pm
Saturday: 11am to 7pm
Closed on Sundays and Public Holidays

During peak periods, our customer support team may not be able to answer your call right away. In this case, please send us an email instead at support@bullionstar.com and we will get back to you as soon as we can.

Q: Does my Bullion come packed in a special box?

Investment Precious Metals products are generally provided in as cost effective a method as possible. Manufacturers do this to ensure that you pay only for the metal itself, and for nothing else you do not need. If you need a gift box, BullionStar has some available for purchase here.

Q: I need more information about shipping:

Please visit our Shipping FAQ page for more information

Related Topics

Buy Precious Metals from BullionStar in the US – FAQ

Buy Precious Metals from BullionStar in Singapore – FAQ

Sell to BullionStar - FAQ

BullionStar's Vault Storage Solution



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