Questions and Answers

We cannot cancel an order for precious metals, even in case of a mistake. The price is fixed the moment you place your order.

If a single item is delayed, we may offer you, in your customer account, the option to cancel that item or to receive the remaining items in advance, depending on the situation.

As long as your order has not yet been processed, we can add further items by phone, unless you paid online. If you ordered the wrong item, please call us. We are happy to check whether an exchange is possible.

• Receive remaining items in advance

Not for precious metals. German law excludes the right of withdrawal for goods whose price depends on fluctuations in the financial market (§ 312g para. 2 no. 8 of the German Civil Code, BGB). This applies to gold, silver, platinum, palladium and copper, including collector coins, limited editions and sets containing precious metal.

For accessories such as coin capsules, books or testing devices, however, you have a 14-day right of withdrawal.

• Right of withdrawal
• General terms and conditions

With a collective order, we combine several purchases into one delivery, and you pay for shipping only once. It is not a subscription and does not commit you to anything.

If you order again within 30 minutes of your last order, the checkout asks whether you would like to use the collective order. During our live broadcasts, it stays open until the broadcast ends. As a guest, this only works from the same device.

We cannot combine orders after the fact if you placed them separately.

You will immediately receive an email confirming that we have received your order. We then confirm your order, also by email. This order confirmation makes your order binding. If you pay online, for example with PayPal or credit card, it is already binding once you complete the checkout.

1. 1 If you pay by prepayment, please transfer the amount within three business days. As soon as it reaches us, we will let you know by email.
2. 2 We check and pack your goods and send you the tracking number as soon as your parcel is on its way.
3. 3 You will receive your invoice by email as soon as the goods have been dispatched.

You can check the current status at any time in your customer account.

• How an order works, step by step

No. The price shown to you directly before you submit your order is the price that applies. It stays fixed, even if delivery is delayed.

Because precious metal rates move constantly, we update the prices in our shop every three minutes. A countdown in your cart shows you when the next update is due. A price we give you over the phone also only becomes binding once you place your order.

If a promotion is running, you usually take part automatically with your order. You do not need to request an entry separately.

Who can take part, what there is to win, and how we notify winners is set out in the terms of participation for that particular promotion. If your order includes a prize or a free gift with a delivery time, we send it once everything has arrived.

For your security. For a first order, depending on the amount and payment method, we ask you to confirm your mobile number with a code sent by SMS. This way we make sure the order really comes from you.

You enter the code on the order confirmation page or in your customer account.

No, you can also order as a guest. For this we need your name, address, email address and a phone number.

With a customer account, you have all your orders and invoices in one place and can see in your portfolio what your precious metals are worth today. You can convert a guest account into a customer account at any time; your orders are kept.

In guest access. There you sign in with your order number, email address and a code that we send you by email.

There you can see the status of your order, the tracking details and your invoice. If you wish, you can also convert your guest access into a customer account there.

• Go to guest access

Yes. Our customer advisors take your order Monday to Friday from 8am to 8pm on +49 7930-2699 and are happy to advise you.

Yes, it is €50 including VAT.

Personal contact works best. Our customer advisors are happy to put together an individual offer for you and discuss your choice of products, payment and delivery.

From a goods value of €20,000, we recommend delivery by value courier.

• Put together a personal offer online

In most cases, your transfer is still on its way. It usually takes one to two banking days for it to be credited to us, longer over a weekend. During this time, our automatic reminder can cross with your payment. The reminder comes from us and is genuine.

As soon as we have credited your payment, you will receive an email and the status in your customer account changes. If that has not happened after two banking days, simply reply to the reminder, ideally with your transfer receipt.

So that we can match your payment straight away, please transfer the full amount, including shipping costs, from your own account and quote the payment reference from your order confirmation.

We send you your invoice by email as soon as your goods have been dispatched. You can also find it in your customer account, or in guest access if you ordered as a guest.

The order confirmation is not an invoice. However, it contains everything you need for your bank transfer.

With a partial delivery, you receive a separate invoice for each delivery. Separate invoices, for example for a gift, are only possible with separate orders.

If your invoice is missing, please check your spam folder and confirm which email address you used when ordering. We are happy to send it to you again, by post if you prefer. We are not allowed to amend an invoice once it has been issued, for example to enter a different address.

• Go to guest access

Within three business days of our order confirmation.

You may also split the amount across several transfers, for example because of a daily limit set by your bank. What matters is that the full amount reaches us within the deadline. With an instant transfer, your money arrives within seconds.

• General terms and conditions

We first send you a reminder by email, then a formal demand. If payment still does not arrive, we withdraw from the purchase and may claim a flat rate of damages, the amount of which is set out in our terms and conditions. A law firm may pursue this claim on our behalf.

If you cannot make the payment in time, please contact us before the deadline expires. You can only pay in instalments with PayPal "Pay Later" or with Klarna, if these payment methods are offered to you at checkout.

• General terms and conditions

You can pay by prepayment or directly online:

• Prepayment by bank transfer
• PayPal, including "Pay Later"
• Credit card (Mastercard, Visa, American Express)
• Apple Pay and Google Pay
• Klarna
• Cash on delivery with UPS up to an order value of €2,000, for delivery within Germany

In Switzerland, TWINT is also available, and in some EU countries iDEAL or Bancontact as well.

We offer Klarna for items that are available for immediate delivery. For higher amounts and for a first order, not all payment methods are available. You can see which ones apply to your order at checkout.

Please transfer the amount to this account and quote the payment reference from your order confirmation:

Recipient

Kettner Edelmetalle KG

IBAN

DE63 6735 2565 0001 0821 63

BIC

SOLADES1TBB

Bank

Sparkasse Tauberfranken

Since 25 September 2026 our company has been called Kettner Edelmetalle KG: Jürgen A. Kettner has handed the family business over to his son Dominik Kettner, who is fully liable as the personally liable partner. IBAN and bank stay the same; please enter Kettner Edelmetalle KG as the recipient.

If your bank warns you before the transfer, please compare the IBAN with this page or call us. Savings plans in euros use a separate account, which you will find in your savings plan confirmation.

If a refund is due, for example because an item is not available, the money is automatically returned to the same payment method for PayPal, credit card, Apple Pay, Google Pay and Klarna.

If you paid by bank transfer, we transfer the amount to your account. For this we ask you for your IBAN and the account holder's name. The same applies if you accidentally transferred too much or paid twice.

No. Payment must come from the person who placed the order and is named on the invoice. This is how we meet the requirements of German anti-money-laundering law. With PayPal, the holder of the PayPal account must therefore also be the person named on the invoice.

Yes, by UPS cash on delivery up to an order value of €2,000 and for delivery within Germany. We charge €29.90 for this. Please have the exact amount ready in cash.

We review a first order paid by cash on delivery in advance. As part of this, we may ask you for a copy of your ID.

We do not offer in-person cash purchases at our premises.

In most cases it is still waiting for a single item. We ship your order once all items have arrived with us, including any free gift or prize from a promotion. The reasons at a glance:

• Your payment has not yet been credited to us. With prepayment, we ship once payment has been received.
• Your collective order is still open.
• You have set a preferred delivery date.
• For a first order, confirmation by SMS code is still outstanding.
• One or more items have a later delivery date.

The date in your customer account shows when the last item is expected to arrive with us. We then check and pack your order and usually ship it within two to three business days. You will receive the tracking number by email as soon as your parcel is on its way.

• Receive remaining items in advance

You usually receive items that are in stock two to three business days after your payment has been received.

If an item is not currently in stock, the expected delivery time is shown on the product page and in your cart. If your order contains several items, we ship once all of them have arrived.

Delivery to Switzerland takes a little longer: Swiss Post collects shipments from us once a week, followed by customs clearance.

Yes. Open the order in your customer account or in guest access and request a partial delivery there. We will then send you the items that are already with us in advance.

If an item is delayed beyond the stated delivery time, the first partial delivery is free of charge for you. If you ordered items with different delivery times, we charge shipping costs for the additional shipment. We always deliver sets and bundles in full.

If you would rather receive everything in one parcel, you do not need to do anything.

• Go to your orders
• Go to guest access

Yes. After placing your order, you can set a preferred delivery date in your customer account or in guest access, up to 90 days in advance, or simply drop us a line. We then hold the order in our warehouse and do not ship it before that day.

This does not mean a fixed delivery day with the parcel carrier. If your parcel is already on its way, we can no longer stop the shipment.

If you paid by prepayment, we are happy to change the address as long as we have not yet started preparing your order for shipment. Please write to us or give us a call.

If you paid online, for example with PayPal, credit card or Apple Pay, we can no longer change the address after the purchase. Please check it carefully before paying. If your parcel is already on its way, we can no longer redirect it.

The delivery company leaves a notification. Depending on the shipping method, either a further delivery attempt follows, or your parcel is held for a few business days at a parcel shop for you to collect. Handing the parcel to a neighbour is not possible.

At handover and at collection, the courier checks your ID. The name must match your order details exactly, including a second first name. For higher values, the courier also checks your date of birth. With a value courier, you arrange a second delivery attempt after a missed appointment.

• If your parcel is returned to us

If your parcel could not be delivered or was not collected in time, it is returned to us. You will then receive an email from us titled "Important notice: deadline for acceptance".

In it, you choose how to proceed: we send you the order again, you sort it out with us by email, or you cancel the order. If we resend it, you will receive a new tracking number.

If you do not get in touch before the deadline expires, we withdraw from the purchase and refund the purchase price to your original payment method. Depending on the situation, we may deduct a cancellation fee in line with our terms and conditions.

• General terms and conditions

Please contact us straight away. We will then launch an inquiry with the delivery company. For this we need a signed declaration that you have not received the shipment, and a copy of your ID.

The inquiry usually takes a few weeks. If the shipment does not turn up, we refund you the purchase price.

If Intex tracking shows "Zur Verfügung gestellt" (made available for collection) or "zugestellt" (delivered), your parcel is often waiting for you at an Intex collection point. Intex will tell you the exact location. If you are missing the collection code for a Packstation, a locker or a UPS Access Point, please contact DHL or UPS, as the delivery company sends out that code.

If the parcel is visibly damaged on delivery, please do not accept it and get in touch with us.

If you only notice something when unpacking, open the order in your customer account or in guest access and report the problem there with photos of the items and the packaging. You can also send us the photos at service@kettner-edelmetalle.de.

If an item from a set seems to be missing, please check inside the box first: sets contain several items in one package, but they are listed individually on the delivery note. Small dents in the outer packaging that do not damage the item are not a defect.

As soon as your parcel is on its way, we send you the tracking number by email. It is not always available immediately with the delivery company. The delivery company does not arrange an appointment on its own initiative.

For secure logistics deliveries with Prosegur, there is no tracking for security reasons. Prosegur arranges the delivery appointment with you by phone.

Yes. UPS delivers to a UPS parcel shop, DHL to a Packstation or a DHL parcel shop. For your first two orders, DHL is limited to a goods value of €500. At the parcel shop, you receive your parcel against ID or signature; the delivery company sends you the collection code.

However, your billing address must be a residential or business address.

Within Germany, we deliver free of charge to a UPS or DHL parcel shop from an order value of €250. Below that, shipping costs €9.90. By value courier, we deliver free of charge from €5,000.

Separate prices apply for delivery to your door and abroad. You can see all costs before purchase at checkout. On selected promotional days, lower thresholds apply, which you can see in your cart. Customers with Blue Sapphire status get free shipping from an order value of €150, customers with Red Ruby status always, in both cases except for Prosegur and cash on delivery.

• All shipping methods and prices

With UPS, DHL or a value courier. Which shipping methods are available depends on the order value and the delivery country. You choose at checkout.

• UPS to your door or to a UPS parcel shop, always against signature or ID
• DHL to your door, to a parcel shop or to a Packstation. For your first two orders, up to a goods value of €500
• Value couriers (Intex, DG Transporte) and secure logistics (Prosegur) for high values, exclusively to your address

From a goods value of €20,000, we recommend the value courier.

Yes, every shipment is insured for its full goods value.

If the packaging is damaged on delivery, please do not accept the parcel. The courier does not have to open it in front of you.

No. We pack your goods in plain boxes. Neither the box nor the label gives any indication of precious metals.

Your order is packed at our own logistics centre in Germany using cotton gloves, carefully cushioned and sealed so that nothing can move or rattle.

For insurance reasons, a single parcel may only contain goods up to a certain value. We therefore split larger orders across several parcels. We cover the extra cost.

Yes. Please bear in mind that the shipment may be handed in at reception or the mailroom there. If you would rather avoid that, choose your home address or a parcel shop instead.

With a value courier, we only hand the shipment to you in person. Reception staff may only accept it with your written authorisation.

Yes. From our German shop, we deliver to 26 countries in the European Union, currently not to Greece. We ship to other EU countries with UPS or by value courier; you can see the costs at checkout.

For Switzerland and Liechtenstein, we have our Swiss shop with prices in Swiss francs. We deliver there with Swiss Post. In the Swiss shop, you only see items we are permitted to deliver to Switzerland, and the checkout shows you customs and fees in advance.

1. 1 You put together your coins and bars in the buy-back portal.
2. 2 You usually receive a written offer within 24 hours; for longer lists, it may take a little longer. The offer is valid for seven business days.
3. 3 Accept the offer in full or in part and send us the goods within this deadline. From Germany, you receive an insured DHL shipping label for this, free of charge from an offer total of €500, otherwise for €9.90. For high values, we recommend a value courier.
4. 4 Our experts check authenticity, completeness and condition. We then transfer the amount to your account.

We only quote binding prices in writing in the offer, not by phone. We do not offer an exchange for other precious metals, and handing goods over to us in person is not possible.

If you bought the goods from us, you do not need to enclose an invoice. We can see the purchase in your customer history.

• Go to the buy-back portal

Yes. We are happy to buy back gold, silver, platinum and palladium bars and coins that you have bought from us, if you wish.

You can also offer us bars and coins made of gold, silver, platinum and palladium that you bought elsewhere, in the buy-back portal, together with the purchase invoice. Whether we make an offer depends on the item, the quantity and our current demand. We do not buy scrap gold, dental gold, jewellery or copper.

A buy-back from Switzerland or Liechtenstein is currently not possible due to customs regulations.

• Go to the buy-back portal

For investment bars and investment coins, the precious metal rate on the day your goods arrive with us applies. For collector coins, market demand decides, independently of our selling price in the shop.

The goods must be complete, including capsule, case and certificate, and must not have any scratches or marks. If something is missing or the goods are damaged or tarnished, we may only pay the metal value. You then decide whether to accept the adjusted amount or have the goods returned to you. We charge €15 for the return shipment.

Because German anti-money-laundering law requires it. When you accept an offer, you upload the front and back of your identity card or passport. The payout is made to an account held in your name.

Please do not put a copy of your ID in the parcel.

Gladly, provided they are investment bars or investment coins that we also carry ourselves. Simply put the pieces together in the buy-back portal, and you will receive a written offer.

• Go to the buy-back portal
• What we need from you in the event of a death

For bars, almost always: most bars come with a certificate from the manufacturer and carry a serial number. For coins, it depends on the mint. Investment coins usually do not have a certificate, whereas collector coins and special editions often do.

Whether a certificate is included is shown on the product page under "Specifications". We cannot issue one afterwards. Coins are not individually numbered, even for limited editions. If the mintage on the certificate differs from the product page, please get in touch and we will clarify this with the mint.

Your invoice serves as proof of purchase.

Not for investment coins made of silver and copper. Both metals react with the air and tarnish over time. Milk spots and slight discolouration also occur naturally. This does not affect the metal content.

Small visual quirks in the strike are also not a defect. If an item differs significantly from its description, please send us photos. We are happy to look into it, including for collector coins.

• Guide: storing precious metals safely

The current delivery time is shown on the product page and in your cart. The green dot means you can order the item. Whether it is available for immediate delivery is stated in the text next to it.

If an item is sold out, you can arrange to be notified there as soon as it is back in stock. We do not accept pre-orders for editions that have not yet been released.

We check every item before it leaves our premises. Our experts use X-ray fluorescence analysis, conductivity and eddy current testing, a magnetic scale, as well as sound and visual inspection.

We source our coins and bars mainly from renowned mints, bar manufacturers and banks, usually certified by the London Bullion Market Association (LBMA). We check goods that we buy back from customers just as carefully.

• Guide: how to spot fake gold

Investment coins such as the Krügerrand or Maple Leaf are known worldwide and are easy to sell on again, even in small denominations. Bars are suitable if you want to invest larger amounts.

Many investors combine both. Our advisors are happy to help you find the right mix.

• Put together a personal offer online

That depends on your goals. Gold is seen as a stable store of value, while silver fluctuates more and is also widely used in industry.

For the savings plan, we recommend a split of 70% gold and 30% silver. For your personal situation, it is best to speak with our advisors.

Bars are usually sealed in foil or a blister pack. We deliver gold coins in coin capsules, silver coins in coin pouches or capsules. Special editions often come in a case.

For larger quantities, you receive coin tubes or master boxes.

• Packaging units for gold and silver

We always deliver your purchases to your home, so that you have them in your own hands. Only with the savings plan do we store your precious metals free of charge between deliveries, for a maximum of twelve months.

Our guide explains how to store gold and silver safely at home.

• Guide: storing precious metals safely

Yes, at any time, yourself, in your customer account under the relevant savings plan. There is no minimum term and no notice period. You can pause up to three executions in a row or reduce your savings rate. You confirm your change with a code that we send you by email.

An execution that has already been triggered will still go ahead. After a cancellation, we deliver the precious metals you have paid for; there is no payout in cash. If you would like to sell, please use our buy-back portal.

• Go to the buy-back portal

By bank transfer, standing order or SEPA direct debit to the savings plan account shown in your confirmation. Each execution has its own payment reference; please quote it with every transfer. If you pay by bank transfer, please pay within three business days of the execution confirmation.

For direct debit, we send you the SEPA mandate by post for signature. We can only deliver once it has been signed and returned to us.

If the mandate has not arrived, or your account shows "paused" or a reminder even though you have paid, please write to us with your proof of payment.

At the delivery interval you have chosen: monthly, quarterly, half-yearly or annually. You can also bring a delivery forward.

If you pay by direct debit, we deliver no earlier than eight weeks after the relevant debit, because a direct debit can be reversed within that period. This waiting time does not apply if you pay by bank transfer.

You save a fixed amount from €50 per execution, or you choose specific coins and bars. On your chosen date, we buy automatically on your behalf. The two options cannot be converted into each other, but you can run several savings plans alongside one another.

You receive genuine, physical precious metal, delivered to your home under insurance. Until delivery, we store it free of charge in a high-security vault, for a maximum of twelve months.

• Everything about the savings plan

You only pay the price of the precious metals. There are no custody or administration fees. From a delivery value of €250, shipping is also free of charge; below that, our standard shipping costs apply.

• Everything about the savings plan

Investment gold is exempt from VAT. We offer silver coins mostly under the margin scheme: the tax is then included in the price but is not shown separately. The standard tax rate applies to accessories.

You can see which taxation applies to an item on the product page and on your invoice. VAT is already included in all prices.

• Precious metals and tax

Not if you have owned the precious metals for more than a year. In that case, the profit on sale is tax free for private individuals.

If you sell earlier, you pay tax on the profit at your personal tax rate. It only remains tax free if your total private capital gains for the year are below €1,000. For your personal situation, your tax advisor is the right person to speak to.

Like other assets, precious metals form part of your estate. Inheritance tax is only due if the value exceeds the personal allowances. Above all, it is important that your family knows what you own and where to find your invoices.

Our guide explains what matters. We are also happy to buy back inherited investment bars and investment coins, if you wish.

• Guide: inheriting and bequeathing gold

First of all, our heartfelt condolences. So that we can give you information about the customer account, orders or savings plan, we need a copy of the death certificate and proof of your entitlement, such as a certificate of inheritance or a power of attorney.

After the check required of us by German anti-money-laundering law, we will discuss the next steps with you, for example the delivery of a savings plan or the buy-back of inherited precious metals. The best way to reach us for this is at service@kettner-edelmetalle.de.

• Guide: inheriting and bequeathing gold

If you have forgotten your password, click "Forgot password" on the sign-in page and enter your email address. You will then receive a link to reset it. If no email arrives, please check your spam folder.

If a confirmation code has expired, simply sign in again and we will send you a new one. If registration tells you that your email address is already in use, you already have an account with us, even if you have so far only ordered as a guest. In that case, reset your password.

You can also place an order by phone with our customer advisors.

• Go to sign in

All orders you placed using the same email address appear in your customer account. If you ordered with a different address, for example via PayPal without signing in, the order is linked to that address. We currently cannot merge two customer accounts.

You will then find your order in guest access, using the email address you provided for that order.

• Go to guest access

You can change your name, address and phone number yourself in your customer account. We change your email address for you. Please write to us with your old and your new address. You then sign in using the new address.

Your portfolio compares your purchase price with today's selling price in the shop. Alongside the precious metal rate, this also includes minting, transport and our trading margin, and collector coins do not track the rate one to one.

For investment items, you can switch the display to the precious metal price. This gives you a rough idea of what you would receive in a buy-back. You enter precious metals you bought elsewhere yourself.

Yes. You can download a valuation report as a PDF from your portfolio at any time, for example for your household contents insurance.

• View portfolio

If you have not yet ordered anything from us, you can delete your account yourself under "Personal Data" in your customer account. We can restore it at your request within 30 days.

If there are already orders, please write to us. Because of statutory retention obligations, we then delete or anonymise your data within the legally permitted scope. Download your invoices beforehand if you would like to keep them.

• Go to your personal data

You can unsubscribe from the newsletter using the unsubscribe link at the end of every issue.

If you would also like to stop receiving marketing by post or phone, please drop us a short note. We will then block your address and phone number for marketing purposes. Your customer account and your orders are not affected by this.

On WhatsApp, we only message you from the numbers +49 7721 2924010 and +49 7930 2699. Messages from other numbers claiming to be Kettner are fake. Please block them.

By email, you receive things from us such as order and shipping confirmations, payment reminders, your invoice and, where relevant, the "deadline for acceptance" notice. Other than precious metals, we do not offer any investments, including no crypto offers citing well-known faces.

Before making a transfer, compare the bank details with those on this page. If in doubt, call us.

We use your data to process your order. It is only passed on to partners we need for that purpose, such as delivery and payment service providers. For marketing and analytics, we ask for your consent beforehand.

• Privacy Policy

Yes, for iPhone and Android. You order there just as in the shop, and always have your portfolio with you.

• App for iPhone
• App for Android

Yes. We record every broadcast, and you can find them at any time on our recordings page. After a webinar, we usually send you the recording and the accompanying materials by email the day after the broadcast.

You do not need a customer account to take part; the link from your registration is enough. If no confirmation arrives, please check your spam folder or write to us. There is no alternative date for a webinar, but the recording remains available.

• All recordings
• Upcoming live broadcasts

By phone Monday to Friday from 8am to 8pm on +49 7930-2699, by email at service@kettner-edelmetalle.de, or via our contact form.

If you would like to talk without being rushed, book a consultation. One of our advisors will then call you at the time you choose.

• To the contact form

No. We sell exclusively through our online shop, our app and by phone, and deliver to you under insurance. We do not offer in-person cash purchases or collection at our premises. You also cannot hand in goods for a buy-back in person.

A second-generation family business: founded by Jürgen A. Kettner, who now supports us as an advisor, and run by his son Dominik Kettner. Since 2011, more than 280,000 customers have placed their trust in us.

We are based in Villingen-Schwenningen. The company is Kettner Edelmetalle KG; its personally liable partner is Dominik Kettner.

• More about us

These are our customer status levels for especially loyal customers. You reach Blue Sapphire from a purchase value of €10,000 within twelve months, and Red Ruby from €100,000.

Benefits include free shipping (from an order value of €150 with Blue Sapphire, always with Red Ruby, in both cases except Prosegur and cash on delivery), exclusive products and events, and priority service. You can see your current status in your customer account.