Frequently asked questions

Yes, every currency is available with a delivery option within Poland. You can order foreign currency with delivery by Pocztex courier, to a pick-up point, or collect it in person at a selected Tavex branch.

The order must be placed through our website by adding the selected currency to your cart. You can do this by finding the page of the specific currency or using the calculator available on the pages of all exchange offices in the “Currency Exchange” section.

The limit for a single order is 20,000 PLN.

There is no fee on exchanging big bills into smaller (subject to availability).

Prices are set according to the current currency market prices and are adjusted after our competitors’ prices in order for Tavex to be able to offer the best prices on the market.

We can often arrange larger amounts of foreign currency at short notice. However, we recommend contacting us in advance to reserve the currency at +48 22 114 00 20 or kontakt@tavex.pl.

All currencies are free of any fees.

Yes, we buy coins, but at rates lower than the standard purchase rates. EUR coins are bought at 15% below the standard rate, GBP coins at 25% below the standard rate, and coins of other currencies available in our offer at 50% below the standard purchase rate.

We are not able to buy or sell currencies that are not available in our current offer.

All available currencies are listed on the Currency Exchange page.

The rates are usually updated at least twice a day.

You can find the current rates on the Currency Exchange page.

When placing an order in our online store, you can choose your preferred delivery method during checkout. Depending on the type and value of the products in your cart, the following delivery options may be available:

• Pocztex PICK-UP Point (Żabka, parcel locker and other pick-up points),
• Pocztex COURIER,
• Individual secured transport (CHL),
• Personal collection at a selected branch.

DELIVERY LIMITS

Delivery availability and order value limits depend on the selected delivery method and product type.

For gold and silver products, accessories, and collectibles:

• Pocztex PICK-UP Point – no minimum order value, maximum 60,000 PLN,
• Pocztex COURIER – maximum 60,000 PLN,
• Individual secured transport (CHL) – from 60,000 PLN, no upper limit.

For foreign currency banknotes:

• Pocztex PICK-UP Point – no minimum order value, maximum 20,000 PLN,
• Pocztex COURIER – maximum 20,000 PLN,
• Individual secured transport (CHL) – from 20,000 PLN, no upper limit.

There are no minimum or maximum limits for personal collection at our branches.

If your order exceeds the limit for a selected shipping method, you may place several smaller orders. However, for higher-value transactions we recommend choosing individual secured transport, which is the safest delivery option available. Personal collection is also a safe and free alternative.

DELIVERY COSTS 

Current delivery costs are as follows:

• Pocztex PICK-UP Point – 19 PLN,
• Pocztex COURIER – 19 PLN,
• FedEx – according to the current FedEx price list,
• Individual secured transport (CHL) – 599 PLN.

Personal collection at a branch is free of charge.

Cash payment at a branch does not reserve products. If you choose this payment method, please contact us before or immediately after placing your order to confirm product availability at the selected branch. Orders with cash payment are valid until the end of the business day of the selected branch.

DELIVERY TIMES

Shipping orders are usually dispatched within up to 72 hours after the payment has been received and registered in our system. Orders are shipped on business days only.

Estimated delivery times after dispatch:

• Pocztex PICK-UP Point – next business day,
• Pocztex COURIER – next business day,
• Individual secured transport (CHL) – on a date agreed individually.

You will receive a separate email notification once your order has been shipped.

For personal collection, orders are usually prepared within up to 72 hours after payment confirmation. If products are not available at the selected branch, they will first be transferred there from another location. You will receive an email once the order is ready for collection. Please bring a valid ID document when collecting your order.

INSURANCE

The package is insured while it is in transit. In the extremely unlikely event that the package is lost or damaged, Tavex Sp. z o.o. will either re-ship the items or refund your money. The insurance is valid only during transport and ceases to apply once the shipping carrier obtains the recipient’s signature.

SHIPMENT TRACKING

Once your order has been prepared for shipment, the tracking number will be sent to the email address provided in the order. You can use it to track your shipment on the carrier’s website.

DELAYS

If there is a delivery delay or if the ordered product is out of stock, Tavex will contact you by email with more information.

ADDITIONAL INFORMATION

Orders can only be delivered within Poland. Cash on delivery is not available.

For individual secured transport (CHL) deliveries, the recipient’s identity is verified using an ID document before the order is handed over.

When placing an order in our online store – at the stage of completing the transaction details – you should select your preferred payment method.

We currently offer a total of 5 payment methods:

• cash*
• standard bank transfer
• immediate transfer (e-transfer) via Imoje
• online transfer via Montonio
• debit card payment via Viva

*Cash payment is available only in the case of personal collection of products at a selected Tavex branch.

Please note that the customer, the ordering party, and the recipient must always be the same person. This rule applies both to purchases made through the online store and purchases made at any of our branches.

For orders exceeding EUR 15,000 (or the equivalent amount in PLN), a valid identity document is required. Documentation regarding the source of funds will be required in the case of larger payments.

Cash payment and personal collection at a Tavex branch

Please note! If you choose this payment method, you have until the end of the day on which the order was placed to complete the payment, i.e. visit the branch with cash. This applies to transactions concluded from Monday to Saturday inclusive. If you order products on a Sunday, public holiday, or any other statutory non-working day, such an order will not be processed at all.

Please remember to contact us in advance to confirm the availability of products at the selected branch. Otherwise, there is a risk that even if you arrive at the location, your order will not be issued due to stock shortages – in such a case, you may pay for the products and collect them at a later date or simply withdraw from completing the transaction.

Standard bank transfer

This payment method is a standard bank transfer carried out after logging into your online banking, where you manually submit the payment order by entering our account number*, the appropriate order amount, and the correct payment reference – in the transfer title, enter only the order number. Our account numbers can be found in the “Contact” category on the “Tavex Requisites” page, and they will also be visible in the order confirmation sent to the e-mail address provided in the order. We hold accounts with ING, PKO BP, Erste (formerly Santander Bank Polska S.A.), and BNP Paribas.

If you wish to pay the invoice in EUR, USD or GBP, please contact us via chat or by phone at +48 22 114 00 20 before placing your order. For foreign currency transfers in EUR, USD or GBP, please use the Erste account.

Erste (formerly Santander Bank Polska S.A.)
SWIFT: WBKPPLPP
59 1090 1056 0000 0001 2411 3587 (PLN)
25 1090 1056 0000 0001 2411 3617 (EUR)
66 1090 1056 0000 0001 4875 2334 (GBP)
92 1090 1056 0000 0001 2411 3672 (USD)

Please note! If you choose this payment method, you have approximately 1 hour from the moment of placing the order to make the payment – of course, we fully understand that transfers between different banks may only be booked on the next business day, therefore we only require that the transfer order itself be submitted within one hour. You may then additionally inform us of this, for example by sending proof of payment in response to the order confirmation message previously received from us.

Immediate transfer (e-transfer) via Imoje

If, when paying for your order by bank transfer, you are concerned about entering the correct account number or you prioritise the speed at which the transaction is completed, check out the Imoje ING payment solution offered in our online store, which enables payment using the most popular methods, such as immediate transfer (e-transfer) or BLIK.

Please note that using Imoje involves an additional fee of 0.45% of the order value, i.e. the value of the products in the basket (excluding delivery costs). The fee is charged by the payment method provider and is related to transaction processing. Detailed information can be found in the “Services” category on the “Immediate transfer (e-transfer) with Imoje ING” page.

Please note! If you choose this payment method, after confirming the order you will be automatically redirected to the payment gateway, where after successful payment your funds will be credited to us immediately. However, unsuccessful payment does not change the fact that – similarly to a standard bank transfer – you have approximately 1 hour from the moment of placing the order to make the payment. In the event of problems with Imoje, you should attempt to pay for the order via standard bank transfer using the information visible in the order confirmation sent to the e-mail address provided in the order, deducting the fee charged for Imoje. Please also notify us of the situation and the steps taken by contacting the Customer Support Team.

Online transfer via Montonio

Montonio enables payment for orders via the most popular banks. After confirming the order, you will be automatically redirected to the payment gateway. Then select your bank from the available options, and after being redirected to the bank’s website, log in and complete the transaction. Your payment will reach us no later than the next business day. In the event of unsuccessful payment – similarly to a standard bank transfer – you have approximately 1 hour from the moment of placing the order to make the payment. In the event of problems with Montonio, you should attempt to pay for the order via standard bank transfer using the information visible in the order confirmation sent to the e-mail address provided when placing the order. Please also notify us of the situation and the steps taken by contacting the Customer Support Team.

Cash on delivery

Currently, it is not possible to pay “cash on delivery” upon receipt of the shipment from the carrier.

If you wish to pay for products in cash, place an order through the online store with personal collection at a branch and select cash as the preferred payment method – then visit the selected branch and complete the transaction on site.

Viva payment

This method enables payment for orders via debit card. Please note that using debit card payment through the Viva operator involves an additional fee of 0.60% of the order value, i.e. the value of the products in the basket (excluding delivery costs).

Failure to initiate payment within 1 hour

It may happen that, for reasons beyond your full control, you are unable to make the payment within approximately 1 hour from placing the order, for example if the bank suspends the transfer pending additional verification.

If the delay is minor – do not worry and simply complete the payment as planned. However, if the delay is several hours or longer, you may:

• immediately place a new order and pay for it on time, while the previous order will be automatically cancelled;
• contact us to ask whether the order has already been cancelled and, if not, we will inform you whether payment is still possible.

Buy online from Tavex

To place an online order with Tavex, follow these simple steps:

1. Choose your products

Find the products you would like to buy in one of our product categories, such as Gold Bars, Gold Coins or Silver Coins. Add the selected products to your shopping cart by clicking the “Add to Cart” button.

2. Check your cart

Your shopping cart shows the total value of your order and allows you to add or remove selected products. When you are ready to place your order, click the “Checkout” button.

3. Checkout

At checkout, select your preferred delivery option (such as delivery or personal collection) and fill in the required personal details as a registered customer or as a guest. Check that all details are correct, then click the “Order” button.

4. Confirmation

Once your order has been placed, an invoice with payment details and bank transfer instructions will be automatically sent to the email address provided during checkout.

5. Make payment

Make the payment. Depending on your bank, it may take 1–3 business days for the funds to reach us. We will notify you by email once we have received your payment.

6. Receive your products

Depending on the delivery option selected at checkout, your products will either be delivered to you by insured delivery or prepared for personal collection at a selected Tavex branch.

Buy directly at a Tavex branch

You can also visit one of our branches in Poland, listed on the Contact us page, and buy gold or silver over the counter. For over-the-counter purchases, Tavex accepts cash.

As fine gold coins and bars are extremely soft, they can very easily be damaged. Product’s value is decreased when gold is scratched, bent or the original package has been opened.

Here are some suggestions on how to properly handle gold coins to avoid damage and loss of value.

Fingerprints cannot be removed from the mirror surface. Be aware that even the finest cloth makes small tiny scratches on the surface of a coin.

When removing coins from a holder is necessary, place them on a clean, soft surface. A velvet pad is an ideal surface. A clean soft cloth or clean piece of blank paper may be sufficient for harder coins (coins with gold proof 900-917).
PS! The above applies mainly to new gold coins and bars. Many historical gold coins have been in circulation and are therefore scratched and nicked. Gold market value has preserved in spite of that.

Fine weight is the amount of pure gold in a coin. For example, a Krugerrand weighs 33.93 grams, while its fine weight is 31.1 grams of pure gold.

A troy ounce is a unit of weight used to measure precious metals such as gold and silver. One troy ounce (1 oz) equals 31.1 grams.

COINS

Certified global producers of gold coins rarely issue certificates. One of the reasons is that bullion coins do not have serial numbers, so it is not possible to link a specific coin to a specific certificate.

GOLD BARS

The gold bars we sell come in plastic packaging called a CertiCard or CertiPack. This packaging itself serves as the certificate. It includes the mint’s name, gold purity, the weight of the gold bar, and the bar’s serial number.

A “spread” is the difference between the buy and sell prices, expressed as a percentage.

Investment gold has been sold without VAT since the first of January 2000 within the EU. Silver still has 23% VAT in Poland.

Every product in our stock is globally viable and very popular worldwide. The products best suitable for investment are 100-gram bars and one ounce coins. The bars are cheaper (per gram) than the coins but you get usually better paid for your coins (per gram).

Tavex is a wholesaler of precious metals for other retailers. Each contract is tailored individually. If your company is interested in reselling Tavex products, please contact us at +48 22 114 00 20 or kontakt@tavex.pl.

Tavex Sp. z o.o. is part of Tavex Group, which has branches in 13 countries. The group operates in Bulgaria, Denmark, Estonia, Finland, Hungary, Latvia, Lithuania, Norway, Poland, Romania, Serbia, Sweden, and the United Kingdom.

Tavex Group trades large volumes of products from well-known producers, such as Valcambi. This allows us to compete with other retailers and offer very competitive prices.

You choose if you want your order to be shipped or if you prefer to pick it up from one of our branches. You will find the exact addresses and opening hours on www.tavex.pl/en/contact-us-poland/. It is important that you have always a valid identification document with you.

Our orders are sent in discreet, padded packages without a logo.

Currently, we do not ship orders to countries other than Poland.

Shipping orders are usually dispatched within up to 72 hours after the payment has been received and registered in our system. Orders are shipped on business days only.

Estimated delivery times after dispatch:

• Pocztex PICK-UP Point – next business day,
• Pocztex COURIER – next business day,
• Individual secured transport (CHL) – on a date agreed individually.

You will receive a separate email notification once your order has been shipped.

For personal collection, orders are usually prepared within up to 72 hours after payment confirmation. If the products are not available at the selected branch, they will first be transferred there from another location. You will receive an email once the order is ready for collection. Please bring a valid ID document when collecting your order.

All the prices in the order are fixed as long as you pay your order in one hour. We accept the time delay for transfers between different banks.

The order will be automatically cancelled if the payment is not implemented. If you would like to cancel your order, please contact us at +48 22 114 00 20 or kontakt@tavex.pl

The person placing the order, the payer, and the recipient must all be the same person, regardless of whether the payment is made by bank transfer or debit card.

Bank transfers to Tavex accounts have no other costs other than those found in the invoice (products and possible shipping costs). There are no hidden fees when purchasing gold in our store if you pay with cash or by bank transfer.

Each order has a different value, so we usually have no problem matching the payment to your order. However, we recommend including the order number in the transfer title. If you forget to do so, please contact us and inform us that the bank transfer was made without the order number reference by calling +48 22 114 00 20 or sending an email to kontakt@tavex.pl.