Frequently Asked Questions (FAQs)


1. Products & Orders

1.1. What types of products do you sell?

CoinGems specialises in premium numismatic collectibles, including:

  • Limited-mintage silver and gold coins
  • Proof, gilded, coloured and high-relief issues
  • Perth Mint releases
  • Royal Australian Mint releases
  • International mint collectibles
  • World notes (limited range)

Every item is hand-selected for quality, authenticity, and collectible value.

1.2. Are your products genuine?

Yes. We source our inventory directly from trusted wholesalers, official distributors, authorised retail partners, and reputable international suppliers.

All products come in original mint packaging with certificates where applicable.

1.3. Do you offer pre-orders?

Yes — many new releases are available as pre-orders.

Estimated Pre-Order Dispatch Times

  • New Australian releases: 20–30 days
  • International pre-orders: 30–45 days

These timeframes can vary depending on mint production schedules and shipping delays outside our control.

1.4. Do you buy coins from customers?

We occasionally purchase high-quality coins or collections.

If you wish to sell, please contact us with photos and details for assessment.

2. Shipping & Returns

2.1. How much is shipping?

Australia-Wide Shipping

  • FREE shipping on orders over $450
  • $9.95 — Standard tracked shipping
  • $12.50 — Express tracked shipping

Every order is securely packaged and includes tracking.

2.2. Do you ship internationally?

At this stage, we offer restricted international shipping depending on country.

If you require international shipping, please contact us, and we will confirm availability and cost.

2.3. When will my order be shipped?

  • In-stock items ship within 1–2 business days.
  • Pre-orders follow the timeframe listed above.
  • You will receive an email with tracking once dispatched.

2.4. How do I track my order?

Once your order is shipped, you will receive an email with a tracking number and courier link.

You can check status anytime through that link.

2.5. Can I combine multiple orders to save shipping?

Yes, If you place more than one order before your items are dispatched, we can combine them where possible.

Contact us via email or website chat to request this.

2.6. What payment methods do you accept?

We accept:

  • Visa / Mastercard
  • PayPal
  • ShopPay
  • Apple Pay
  • Google Pay
  • Direct Bank Deposit (for high-value orders)

For some premium items, we may require Direct Deposit only for security purposes.

2.7. What should I do if there’s an issue with my order?

If you receive:

  • a damaged item
  • an incorrect item
  • or have order concerns

Please contact us within 48 hours with photos so we can resolve it promptly.

3. COINGEMS – Store Credit & Gift Card ⭐

3.1. What is CoinGems Store Credit?

Store Credit is issued as a CoinGems Digital Gift Card. It can be used on any future purchase and works the same way as a normal gift card at checkout.

3.2. Does my store credit expire?

No, CoinGems Gift Cards and Store Credit never expire unless stated otherwise for special promotions.

3.3. How do I use my store credit?

Simply enter your Gift Card Code at checkout.
Any unused amount will automatically remain on your card for next time.

3.4. Can I use multiple gift cards on the same order?

Yes. Shopify allows you to apply more than one gift card to a single order.

3.5. Can store credit be refunded back to my bank or PayPal?

No. Store credit is not redeemable for cash.
Once issued, it can only be used for future purchases.

3.6. Will I receive store credit for every bank transfer order?

Not always. Some eligible bank transfer orders may receive bonus store credit, depending on:

  • Order value
  • Product type
  • Promotional campaigns
  • CoinGems’ discretion

If your order qualifies, we’ll email your bonus credit after payment is confirmed.

3.7. What happens if I return an item?

If you choose, CoinGems can issue store credit instead of a refund.
The full refundable amount will be added to a digital gift card and can be used on any future purchase.

3.8. How do I check my gift card balance?

Click the link provided in your gift card email.
Your remaining balance will be displayed instantly.

3.9. Can gift cards be used at other stores or websites?

No, CoinGems Gift Cards are closed-loop, meaning they can only be used at coingems.com.au.

3.10. Can I get a gift card re-sent if I lose the email?

Yes, Contact us at info@coingems.com.au or (03) 9191 4911 and we will re-send your digital gift card.

3.11. Are there minimum or maximum limits?

For security reasons, store credit cannot exceed $2,000 AUD per customer per day.
Most CoinGems credits are small amounts (e.g., 1.5% bonus or refund credit).

3.12. Can I combine store credit with discount codes or other offers?

Yes, Store credit acts as a payment method, so you can still apply discount codes if the system allows it for that product.

(If some products don't allow discount codes, we can adjust the word

4. Contact Us

4.1. How can I contact you?

You can reach us through:

  • Phone: +61 (03) 9191 4911
  • Email: info@coingems.com.au
  • Chat: Website chat box (bottom right) — leave a message anytime
  • Mail: PO Box 396, Thomastown VIC 3074, Australia

4.2. What are your customer support hours?

Phone support is available:

Monday, Wednesday, Friday & Saturday — 9:00 AM to 5:00 PM (AEDT)

Chat and email are available 24/7 — we will respond promptly during business hours.