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FAQ – Frequently Asked Questions

All the answers to your questions

Here is a list of the most frequently asked questions and the answers.

>> 1. Ordering

1.1 How can I order?
1.2 How do I order through the BNT online shop?
1.3 Where can I find my purchase order number?
1.4 How can I cancel my order?
1.5 How can I return an item I ordered?
1.6 Technical problems when ordering

>> 2. Security

2.1 How secure is ordering online?
2.2 What is SSL?
2.3 How secure is payment by credit card?

>> 3. Payment

3.1 What are the different payment methods?
3.2 Payment in instalments
3.3 Reminder charges
3.4 Deferment of payment
3.5 Can I change my method of payment or add another?
3.6 Can I change my billing address or add another?

>> 4. Shipping

4.1 How much does shipping cost?
4.2 When will my order be delivered?
4.3 Can I change my delivery address or add another?
4.4 Can I have my order delivered to another address?
4.5 Can I order from abroad?

>> 5. Online account

5.1 Why do I need an online account?
5.2 How do I open an online account?
5.3 Do I have to log in to access my online account?
5.4 Do lowercase and uppercase count in my password?
5.5 I’ve forgotten my password. What should I do?v
5.6 Can I change my details, such as my name, email address, password, postal address, etc?
5.7 I can’t log in. What do I do?

>> 6. Miscellaneous

6.1 When can I subscribe/unsubscribe to the newsletter or have it sent to another email address?
6.2 What is the wish list?
6.3 Where can I find the Terms & Conditions?
6.4 Coin purchase
6.5 Delivery dates for new coins
6.6 Can I ask BNT to combine consignments of different collections or individual orders (“consolidation of packages”) so that every month I get one consignment instead of several?
6.7 Collection sizes
6.8 Any other questions?

 

>> 1. Ordering

1.1 How can I order?
You can order from BNT either by phone, by post or online.

Ordering by phone
We look forward to your call
Mon to Fri from 9am-5pm on
Phone number 0333 300 18 00

By post
Post your order to
BNT British Numismatic Treasury Ltd.
Suite 5, First Floor; International House; Dover Place; Ashford, Kent; TN23 1HU

BNT on the Web
BNT is the world’s largest coin dealer. Discover the fascinating world of coins in our online shop, where more than 1,500 items are on offer, at www.BNT.org.uk.

1.2 How do I order through the BNT online shop?
Ordering via the BNT online shop is child’s play. You can have your dream coin in just 4 steps – 24 hours a day, 7 days a week! Our guide takes you through the process step by step. Click here.

1.3 Where can I find my order number?
Your order number can be found in the order confirmation that we sent you via email or in “My BNT” under “My Orders” if you already have an online account.

1.4 How can I cancel my order?
If you want to cancel your order after submitting it, phone us on 0333 300 18 00 and have your order number ready. Otherwise, send us a cancellation email stating your order number to service@bnt.org.uk.

You can find your order number in the order confirmation that we sent you via email or in “My BNT” under “My Orders” if you already have an online account.

1.5 How can I return an item I ordered?

Cancellation policy
You are entitled to cancel your order within 14 days without justification. The cancellation period is fourteen days from the day you or a third person named by you who is not the carrier received the goods. To exercise your cancellation right you must send us (BNT British Numismatic Treasury Ltd., Suite 5, First Floor, International House, Dover Place, Ashford, Kent TN23 1HU, Phone number 0333 300 18 00, email service@bnt.org.uk) a clear statement of your decision to cancel your order (e.g. in a letter sent by post, fax or email). To comply with the cancellation period, all you have to do is send the message exercising your right to cancel before the cancellation period expires.

Effects of cancellation
If you cancel your order, we will refund any payments we have received from you including the delivery costs (with the exception of any additional costs should you choose a different method of delivery than the cheapest standard delivery which we use) without delay and at the latest fourteen days from the date on which we received notification of your cancellation. Returns are always credited immediately to your customer account. We will never charge you for refunds provided the goods are returned in mint condition. We may withhold refunds until we have received the returned goods, or until you have proved that you have returned them, whichever is earlier. You must return the goods by carrier or in person without delay and at the latest within fourteen days starting from the day on which you notified us of the cancellation. The deadline is respected if you send the goods before the fourteen-day reflection period is up. We pay the costs of returning the goods. You will only have to pay for any loss in value of the goods if said loss in value has been caused by handling other than that necessary to verify the nature, characteristics or functioning of the goods.

Differing terms and conditions for orders of bullion products with prices which are subject to fluctuating financial markets

There is no cancellation right  even for consumers in the case of bullion coins, as the distance selling contract concerns goods the prices of which are subject to fluctuations on the financial markets over which the company has no control and which may occur during the reflection period.
End of cancellation policy

We would love you to tell us why you are returning your order. That will help us see our mistakes and avoid making them again. Thank you!

1.6 Technical problems when ordering
Our Web site is optimised for the most popular browsers - Microsoft Internet Explorer from version 7.0 and upward and Mozilla Firefox. If you are using Microsoft Internet Explorer 6.0  certain important buttons in the order process may not be displayed, making it impossible to order. For this reason, and also for security reasons, we recommend always downloading the latest browser version.

Our tip:

If you have problems displaying the page, please let us know which browser you use (e.g. Internet Explorer or Mozilla Firefox) and which version. You'll find the version of Internet Explorer under "Help/About Internet Explorer". With Mozilla Firefox you’ll find it under "Help/About Mozilla Firefox". This will greatly facilitate the task of answering your question.

>> 2. Security

2.1 How secure is ordering online?
Every time a visitor visits our Web site, a unique session number is allocated to them which is valid solely for that visit. This number, together with the personal data in the order form, allows us to attribute orders unambiguously and securely. If any deviations or tampering occur, the order is not accepted or we phone the customer to ask about it.

2.2. What is SSL?
SSL stands for Secure Socket Layer and is the most up-to date and secure encryption protocol currently in existence. It was developed to allow secure data transmission over the Internet. With it, data encoded with a public key can only be decrypted with a specific private key. As a Web user, you do not need to install any additional software. SSL is already integrated in your Web browser (Internet Explorer, Firefox, Opera, etc.).

SSL ensures that your data (e.g. credit card data) cannot be read or tampered with while being transmitted over the Internet. Moreover, SSL authenticates a Web site’s identity. You can see that the data is being transmitted in encrypted form by the locked “padlock” icon in your browser’s lower status bar.

2.3 How secure is payment by credit card?
To offer you the utmost possible security when paying online by credit card, we use the certified payment system, Saferpay. With Saferpay you can pay in the BNT online shop quickly, simply and securely by Mastercard or Visa. The amount is debited only after the order has been dispatched. Saferpay is certified compliant with the international Payment Card Industry Data Security Standard (PCI DSS). When the card verification number is queried, the cardholder is identified in addition to the card number.

>> 3. Payment

3.1 What are the different payment methods?
The choice is yours –  With BNT, UK customers can pay by direct debit or credit card (Mastercard or Visa). Certain criteria may restrict the choice of payment method or require other methods of payment. To offer you the utmost possible security when paying online by credit card, we use the certified payment system, Saferpay.

Our tip: pay the simple and convenient way, by credit card or direct debit. All you have to do is enter your debit or credit card data once. When you receive your order, we just debit the billed amount from your account. That not only saves you time; you also save yourself a trip to the bank or post office or the hassle of transferring the due sum.

3.2 Payment in instalments
Payment in instalments is usually possible starting from a monthly amount of £50 and with at least 2 instalments.

3.3 Reminder charges
Sending reminders costs us a considerable amount of time and effort. This is why we charge reminder fees for every reminder. If the reminder is unjustified, the fee is of course waived. Please contact us on this in individual cases.

3.4 Deferment of payment
If you cannot pay at the due date of the next instalment, please contact us.

3.5 Can I change my method of payment or add another?
You can change your method of payment each time you order.

3.6 Can I change my billing address or add another?
If you already have created an online account, log in by clicking on "Log in" in the top right-hand corner of any page on the BNT Web site. You can change your billing address or add new ones under “My addresses”. You can find out how to create an online account here.


>> 4. Shipping


4.1 How much does shipping cost?
The costs in mainland UK and Northern Ireland for carriage and handling are at the most £4.50 for orders up to £500 and £7.50 for orders over £500 (£8.80 for bullion coins and bars). Carriage and handling are charged per delivery in the case of automatic or requested follow-up deliveries as part of an order for a BNT collection. Special conditions apply for promotions, in which case the carriage and handling charges for that particular offer are stated.

4.2 When will my order be delivered?
The items you order will be delivered as rapidly as possible.
Note: our stocks of items are limited and so it can happen that an item is sold out quickly.

4.3 Can I change my delivery address or add another?
If you already have an online account, log in by clicking on "Log in" in the top right-hand corner of any page on the BNT Web site. You can change your delivery address or add new ones under “My addresses”. You can find out how to create a free online account here.

4.4 Can I have my order delivered to another address?
No problem. When ordering you can enter a different delivery address from your billing address and we will send your order there. If you already have an online account, log in by clicking on "Log in" in the top right-hand corner of any page on the BNT Web site. You can change your delivery address or add new ones under “My addresses”. You can find out how to create a free online account here.

4.5 Can I order from abroad?
Orders and deliveries are possible even outside the UK. For orders via the BNT Web site outside the UK you can pay by credit card (Mastercard or Visa). You can view the carriage and handling costs for shipments abroad here. If you have questions, send us an email.

 

>> 5. Online account

5.1 Why do I need an online account?
By opening your own personal online account you save yourself time and trouble. The advantage is that once you’ve registered, you don’t need to enter your data again every time you shop. Shopping is so much more convenient.
Of course, once you have registered you can edit your data, manage your billing and delivery addresses and methods of payment and view previous orders any time in “My BNT”.
Another bonus: the numerous practical services offered by "My BNT" are available to you from the moment you register – free of charge!

5.2 How do I open an online account?
As you order. After clicking on "Proceed to checkout” on the shopping basket page you can define whether you want to create a free online account or proceed to the checkout as a "guest". If you are a guest, your data are not stored online; you do not create an online account.
The advantage of an online account is that you save time entering your data, such as your billing and delivery addresses and your method of payment again every time you order. The next time you shop, all you have to do is log in with your email address and password. Of course, you receive an email confirming your order with your delivery address and your chosen method of paying in the usual way.

If you register for an online account, just a few minutes later you will receive an email from us notifying you that your online account has been successfully created. Needless to say, your data are transmitted to us securely in encrypted form.
Do you still have questions about your personal online account? Send us an email or call us on: Phone number 0333 300 18 00. Service times: Mon to Fri from 7am-8pm and Sat from 10am-1pm on.

5.3 Do I have to log in to access my online account?
Yes, if you want to view your online account or change data. To do so, click on “Log in” in the top right-hand corner of any page on the BNT Web site and log in with your email address and password.

5.4. Do lowercase and uppercase count in my password?
Yes, enter your password using the correct combination of lowercase and uppercase letters.

5.5 I’ve forgotten my password. What should I do?
If you forget your password, click on “Log in” in the top right - hand corner of the screen and on the next page enter your email address. Then click on “Forgotten your password?". We will send a new password to your email address.

5.6 Can I change my details, such as my name, email address, password, postal address, etc?
Of course.You can change your data at any time if you already have an online account. Log in by clicking on “Log in” in the top right-hand corner of any page on the BNT Web site. On the left column you can select the data you wish to change. You can find out how to create a free online account here.

Never reveal your password to anyone. You only need your password to access your personal space (“My BNT”) and your online account. We will never ask you what your password is!

5.7 I can’t log in. What do I do?
You might be unable to log in for a number of reasons, so please phone our customer service on 0333 300 18 00. Service times: Mon to Fri from 7am-8pm and Sat from 10am-1pm on. Or send an email to: service@bnt.org.uk. We’ll be happy to help.

 

>> 6. Miscellaneous

6.1 Where can I subscribe/unsubscribe to the newsletter or have it sent to another email address?
You can subscribe to our free newsletter at the bottom of any page. To do so, just enter your email address and click on “Subscribe”.

You want to stop subscribing to our newsletter? Just click here.

You can change your email address here. Just click here.

6.2 What is the wish list?
If you have already registered for an online account, you can put any items you find but want to order at a later date on your wish list. Just click on “Go to wish list” on the left-hand side of the product page. From the wish list page you can then simply move items to the shopping basket and confirm your order, or email them to friends. To access your wish list, click on “Log in” in the top right-hand corner of any page on the BNT Web site. You can find out how to set up your free online account here.

6.3 Where can I find the Terms & Conditions?
You will find our current general Terms & Conditions of business and payment here.

6.4 Coin purchase
We purchase coins. You can find out which issues we’re currently looking for under “Urgently wanted coins”

6.5 Delivery dates for new coins
When stating issue dates, BNT has to rely on the information provided by the issuing countries. Our aim is to send them to you as soon as possible after issue. However, we are dependent on the state mints and their compliance with deadlines. We guarantee that once we receive them, new issues are forwarded to you as quickly as possible.

 

6.6 Consolidation of packages
We only consolidate packages if this does not jeopardise rapid delivery. We regret that we are currently unable to offer consolidation as a general rule.

6.7 Collection sizes
Collections differ very widely in size, which is why you have the possibility of collecting, for example, only new issues, only previous issues, or both. Please contact our customer service on this. For current events like the Olympic Games or a football event (World Cup or UEFA Euro), which countries are going to issue coins for the occasion is not certain at the beginning. This is why in these cases we cannot state exactly how many coins we will actually deliver.


6.8 Any other questions?

Just send us an email. We’ll get back to you as fast as we can! For questions about your order, please contact our customer service on 0333 300 18 00