Frequently asked questions

Everything you need to know

Here, you'll find clear answers to the most common questions about buying and collecting with Heritage Straits Coins – from placing an order and paying securely to shipping, authenticity, and returns.

About us

Heritage Straits Coins is your leading Australian coin dealer, dedicated to numismatics and providing carefully selected, premium gold & silver collectible coins (over 99.9% purity) with verified provenance from top mints worldwide.

We are a registered company based in New South Wales, with a strong focus on authenticity, heritage and education for both collectors and investors.

We focus on collections of carefully curated, authentic coins with clear provenance from leading mints and certified distributors worldwide, rather than on broad, high-volume trading.

Transparency, education and multicultural heritage are central to our brand, so you always know what you are buying, where it comes from, and why it might be perfect for your collection.

We currently operate primarily online, serving collectors and investors across Australia and internationally.

We do not yet have a public retail shopfront, which allows us to focus on a carefully curated range, secure storage arrangements and competitive online pricing.

Yes. Heritage Straits Coins is a fully registered Australian company, trading as Heritage Straits Coins Pty Ltd under ABN 40 692 894 250.

Our operations are structured to comply with Australian Consumer Law and other relevant legislation so that you can buy with confidence.

Placing an order

You can check out as a guest for many smaller, non-bullion orders by simply providing your contact and shipping details.

However, we strongly recommend creating a secure customer account so you can easily track your order history, view progress updates and enjoy a faster checkout for future purchases.

Browse our collections, choose your preferred coin or product, select the quantity, and click “Add to cart”.

At checkout, you will confirm your billing and shipping details, select your shipping and insurance options, choose a payment method, review your order summary, and complete payment. You will then receive an email confirming your order.

For accuracy and security, all purchases must be completed through our online checkout to ensure that payment, shipping, and insurance options are applied correctly.

We are happy to answer questions and provide guidance via email or our contact form before you place your order online.

Once an order is submitted, changes are limited because stock is tightly managed and bullion prices can fluctuate quickly.

If you need to request a change or cancellation, contact us as soon as possible with your order number.

We will advise you on what is possible before dispatch, but after dispatch, changes are generally not available.

Orders may be cancelled or refunded if payment is not received within the specified timeframe, if stock runs out, if there is a clear listing or pricing mistake, or if suspicious or fraudulent activity is detected.

In these cases, any funds received for affected items will be refunded to you in accordance with our Terms of Service.

Paying for your order

We currently accept PayPal for eligible orders under AUD $1,000. For all orders of AUD $1,000 or more, payment must be made by direct bank deposit.

If you are paying by bank deposit at checkout, please transfer the full amount within two business days and use your order number as the payment reference.

Your order will be dispatched only after we have received and verified the funds in our account, including PayID or OSKO transfers where available.

Available payment methods vary based on the items you are purchasing and the total value of your cart. For instance, higher-value orders (AUD $1,000 or more) must be paid by direct bank deposit, while smaller purchases may also accept card or PayPal payments.

In some instances, we may also restrict specific payment methods when there is a risk of fraud, chargebacks, or non-compliance to safeguard both our customers and the business.

If a payment option you expected is not appearing, please contact us, and we can confirm what is available for your order.

Yes. Our store is hosted on Shopify, which uses secure, PCI‑compliant payment gateways and SSL encryption to safeguard your details during checkout.

We do not store full card numbers on our own systems, and we implement additional monitoring and safeguards to minimise the risk of fraud and unauthorised access. PayPal processes payments securely on its platform, keeping your financial details protected.

All prices on our website are listed in Australian dollars (AUD), unless stated otherwise.

If you are browsing from overseas, your bank or payment provider will manage any currency conversion and may charge their own fees.

Where GST applies, it is included in the price displayed on the product page and at checkout.

Some bullion products may be GST‑free under Australian tax rules, while other items, like certain collectibles and accessories, may attract GST, which will be clearly shown in your order summary.

Shipping and delivery

We ship exclusively via Australia Post. All orders include tracking and, by default, require an adult signature upon delivery. We currently offer:

Standard delivery (typically 5-7 business days within Australia);
Express delivery (typically 2-4 business days within Australia); or
Standard/Express delivery with insurance (2-7 business days).

The exact services and pricing for your order will be displayed at checkout after you enter your delivery address.

Orders are typically dispatched within 1–2 business days after full payment clears, excluding weekends and public holidays.

Delivery time then depends on the shipping service you choose at checkout and any delays Australia Post may encounter.

We primarily ship within Australia, with international destinations added as our logistics network expands.

For overseas orders, you are responsible for any local duties, taxes, customs charges, and import restrictions that may apply in your country.

For security, all orders require an adult signature upon delivery to the specified address. This ensures your parcel is delivered safely and protects both you and us against unauthorised access or fraud.

We strongly recommend adding insurance to any order of AUD $500 or more, or to any parcel you do not want to risk in transit.

If you decline insurance, compensation is typically limited to Australia Post's standard cover, which is often well below the full value of your order.

For further details, refer to our Terms of Service.

If your Australia Post parcel is misdelivered or arrives damaged, contact us within 48 hours after the tracking status shows “delivered”. Include your order number, tracking number, and relevant details or photos

Notifications received after this period are usually not accepted unless you can demonstrate exceptional circumstances.

We will lodge an investigation with Australia Post. Replacements or refunds are issued only after the investigation is complete (typically 10–30 business days), in line with your chosen insurance level.

Important: If tracking shows the parcel was delivered to your address and signed for, we consider the delivery complete and generally cannot offer compensation unless Australia Post confirms an error.

For full details, see our Terms of Service.

Delivery delays can occur due to high volume, weather, or public holidays. Australia Post estimates: Standard (5–7 business days) and Express (2–4 business days) from dispatch.

Please note that delivery times are estimates only. Once your parcel leaves Heritage Straits Coins, we can't be responsible for any postal delays.

If you realise there is a mistake in your delivery address, please contact us as soon as possible with your order number and the correct details so we can update it before your parcel leaves us.

Please note that if an order is sent to an incorrect or incomplete address provided during checkout, we generally cannot accept responsibility for any loss or delay.

Refunds and returns

We want you to feel confident when you order from us, and we take product quality seriously.

If an item arrives broken or materially differs from the description or photographs on our website—for example, the wrong product is supplied, or there is significant, undisclosed damage—we will work with you to assess the issue and, where appropriate, organise a refund.

Because we deal in precious metals and limited‑edition collectibles, we cannot provide refunds for change‑of‑mind purchases, sale or clearance items, or bullion products affected by normal movements in the gold and silver spot price.

For older or discontinued releases, some natural ageing of packaging, capsules, or shippers is expected and will usually be noted in the description; minor age‑related wear on these elements alone does not qualify as “not as described”.

This approach enables us to safeguard collectors’ rights under Australian Consumer Law while ensuring our prices remain fair and consistent for all customers.

If something is not right when your parcel arrives, please let us know within 48 hours of receiving your order.

Email us your order number, a brief explanation of the issue, and clear photos of the item, its capsules or cases, and the outer packaging so we can review what happened.

Once we receive your email and supporting photos, we will assess your claim and advise you on the next steps.

If a return is approved, we will issue a return authorisation and instructions, including a prepaid return label, so that you can send the item back via tracked post.

Once the parcel arrives, our team will inspect the item. If the claim is confirmed, we will typically process your refund to your original payment method within five business days.

To protect all collectors, returned items must be in resaleable condition to qualify for a refund.

This includes unopened packaging where applicable, intact capsules, presentation cases, certificates, undamaged NGC or PCGS slabs, and no signs of handling, cleaning, swapping, or tampering.

If an item shows wear, damage, or altered packaging beyond the original issue, we may need to decline the refund or adjust it at our discretion.

For full details of our refunds and returns policy, please see our Terms of Service on the website.

If anything is unclear, you are always welcome to contact us before purchasing so we can clarify how our policies apply to your order.

Authenticity and guarantees

Yes. Every coin we sell is sourced from reputable mints and distributors, including government mints such as The Perth Mint, the Royal Australian Mint, and the Singapore Mint, as well as trusted global partners and certified NGC/PCGS dealers. We do not buy from unknown walk-ins or unverified sources, and we maintain clear records of each product's origin.

To add an extra layer of assurance, our team conducts in‑house checks on gold and silver coins using professional tools, including a Sigma Metallics PMV Investor, weight and dimension checks, and close visual inspection of the design and packaging.

This combination of controlled sourcing and technical testing helps confirm both authenticity and purity before a coin reaches our shelves or your collection.

All purchases are protected by your rights under the Australian Consumer Law, including guarantees that goods are of acceptable quality and match their description. Additionally, we provide an Authenticity Warranty and Purity Guarantee: coins are sold as genuine items from the stated mint or issuer and meet the purity specifications displayed on each product page, unless explicitly noted otherwise.

We purchase only from reputable mints, established distributors, and certified grading partners, and we maintain detailed records of each product’s source.

Our team inspects incoming stock for proper packaging, certificates, and specifications before making it available for sale.

No. While we focus on high‑quality bullion and collectible coins, their market values can fluctuate based on metal prices, demand, and broader market conditions.

We do not guarantee price performance, investment returns, or future resale values, and we recommend seeking independent financial advice if you are primarily purchasing for investment purposes.

Products and grading

Limited‑edition gold and silver collectible coins with purity of 99.9% or higher (except for certain sovereigns).
Premium gold and silver bullion coins with purity of 99.9% or higher.
NGC and PCGS graded collectible coins.
Circulated and uncirculated base‑metal special edition issues, such as Philatelic Numismatic Covers (PNCs) and proof sets.
Selected accessories such as 3D‑printed storage and presentation solutions.

Bullion coins are primarily valued for their metal content and purity, and their prices closely track the spot price of gold or silver.

Collectible or numismatic coins may have additional value based on rarity, design, mintage, demand, and historical or cultural significance, and therefore trade at a premium over their metal value.

Product images on our website show the design and typical finish, but slight differences in colour, lustre, capsules, and presentation cases may occur due to minting processes and photography conditions.

These natural variations do not impact the authenticity, declared purity, or certified grade of your coin.

We use a simple, consistent set of terms on each product page so you know exactly what to expect when your order arrives. These descriptions focus on honest visual inspection rather than formal grading.

Coin condition terms

Mint - The coin is in Mint, uncirculated condition, with no visible marks to the naked eye under standard lighting. It is supplied in its original capsule or protective packaging, as applicable.
Mint (Minor milk spots) - The coin is in Mint, uncirculated condition, but there are small, cloudy white spots on the surface, likely from the minting or planchetting process, a common feature of modern bullion and proof issues. These spots are cosmetic only and do not affect the coin’s metal content, purity, or authenticity.
Mint (Light toning) - The coin is in Mint, uncirculated condition, but shows light natural colour changes on the surface, such as pale gold, blue, or rainbow hues from normal ageing and storage. Many collectors view this gentle toning as part of the coin’s character rather than a defect, and it does not affect purity or authenticity.

Presentation case and outer box terms

Excellent - The presentation case, or outer box, is in immaculate condition, with only minimal signs of handling or storage, and is suitable for gifting or display.
Light scuffs - There are light, surface-level rub marks or slight colour wear from normal handling or sliding against other surfaces. The material is not deeply scratched or broken, and the case or box structure is unaffected.
Corner dings - One or more corners show small but clear indentations where the case or box has been knocked. The corner is slightly flattened or recessed, but the item remains fully functional and protective.
Minor creases - There are visible fold lines in the cardboard or paperboard where it has been bent, often appearing as a straight line on a lid or edge. These creases are cosmetic only and do not affect the box's ability to open, close, or protect the coin.
Age-related discolouration/foxing - The surface shows patchy, often whitish, yellowish, or grey areas that develop over time due to age, humidity, or breakdown of the covering material. This is common on older or velour-style cases and shippers and is cosmetic only; it does not affect the coin inside.

Where older or discontinued releases show natural ageing of capsules, presentation cases, or shippers, this will usually be noted in the description and photographed. Age‑related wear on packaging alone does not affect the underlying coin and does not typically qualify as “not as described” under our refund policy.

Yes, we offer carefully graded coins certified by independent grading companies such as NGC and PCGS, which evaluate a coin’s authenticity and condition using a recognised scale.

On graded coin listings, you will see the grading service, grade (for example, MS69 or PF70), certification number, and the coin will usually be supplied in its original sealed slab.

You can typically verify a graded coin’s details by entering its certification number on the NGC or PCGS website, which will display the coin type and grade recorded for that slab.

If you need assistance finding or using this number, please contact us with your order details.

Pre-orders and availability

For some popular or limited-edition releases, we may offer pre-orders so you can secure your coins ahead of the official release date.

Any pre-order item will be clearly labelled on the product page with expected dispatch timeframes and any special conditions that apply.

Pre-ordered items are generally shipped once stock arrives and passes our checks, within the estimated timeframe shown on the product page.

If your order contains both in‑stock and pre‑order items, we may either hold the parcel until all items are ready to dispatch or split it at our discretion, as outlined in our policies.

The issuing mint or distributor sets release dates and final allocations; occasionally, shipment dates shift, or quantities are reduced.

If we face a significant delay or receive less stock than expected, we will contact you with an update and, if we are unable to fulfil your order, provide a full refund for the affected items.

Once a limited-edition coin sells out, it typically cannot be restocked because the mintage limit is reached and our allocation is exhausted.

Some regular bullion or ongoing series may come back in stock when suppliers release more inventory, so you might see certain items return from time to time.

Since many of our products are limited and in high demand, we generally cannot hold or reserve coins without a completed order and payment, as outlined at checkout.

This policy ensures fairness for all customers and guarantees that available stock accurately reflects what can actually be purchased.

Privacy, data and communications

When you shop with us, we may collect information such as your name, contact information, billing and shipping addresses, order history, payment details, and your website usage.

We use this information to process and deliver your orders, provide customer support, improve our services, and, where permitted, share relevant news and offers.

We share personal information only with trusted service providers that assist us in operating our store, such as Shopify, payment processors, couriers, IT providers, and marketing platforms.

They receive only the information necessary for their services, and we do not sell your personal data.

We use industry-standard protections, including SSL encryption, secure cloud hosting, access controls, and regular backups, to keep your information safe.

Our practices comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and we implement the Notifiable Data Breaches scheme where required.

If you no longer want to receive marketing or newsletter emails from us, you can unsubscribe at any time using the link in those emails.

You may still receive essential service messages, such as order confirmations, shipping updates, and critical account notices, even if you opt out of marketing communications.

Our full Privacy Policy is available in the footer of our website and outlines how we collect, use, disclose, and safeguard your personal information.

If you have any questions or concerns about privacy, please contact us using the details provided.

Identification and compliance

As a precious metals dealer, we must manage fraud risks and comply with anti‑money laundering and counter‑terrorism financing obligations for higher‑value transactions.

For orders of AUD $5,000 or more, and in some other higher‑risk situations, we may ask for suitable photo ID before dispatching your parcel.

We offer general information about coins, markets, and collecting, but this is not personal financial, investment, or tax advice.

If you are purchasing mainly for investment or superannuation purposes, please consult an independent adviser to determine what is right for your situation.

Contact and support

If you have any questions or concerns, we are here to help. You can email us at info@heritagestraitscoins.com.au, write to us at PO Box 20832, World Square NSW 2002, or use the enquiry and feedback form.