The most common questions, grouped by topic. If yours is not here, use the Contact form.
Account and verification
Who can create an account? Anyone of legal age under the law of their country, with the capacity to enter into contracts. You can create your account with your email and a password, or with Google or Apple.
Do I need to verify my identity? To create an account and browse, no. Yes to buy for €200 or more (or the equivalent in your currency), to list more than €1,000 as a private seller, to sell as a professional and to get paid for your sales.
What documents do I need? A valid ID or passport and a photo or short video of your face, which is compared with the one on the document. Sometimes we also ask for proof of address. Professionals also provide the company's tax document and a bank account in its name.
How much does it cost to verify? Nothing. It is free and done only once, from My account, with the "Verify my identity" button.
How do I go from private seller to professional? From My account, by completing the company verification. We will ask for the company's tax document with its number (EIN, TIN or the one from your country), the business registry record or its equivalent and a bank account in the company's name.
What does the seller see about me? Your username and your country. When you pay, they receive your name and your shipping address to send you the piece. Your full name is not shown publicly.
Can I close my account? Yes, whenever you want, from My account. First your purchases, sales and claims in progress must be finished, your balance withdrawn and your pieces at GSG Vault withdrawn or sold.
Buying and paying
What payment methods do you accept? Your GSG account balance, bank transfer, Visa or Mastercard cards, Apple Pay and Google Pay (at the card price) and PayPal. We do not accept cash or checks.
Why do I see three prices on a listing? Because each payment method has its own cost. "Balance or bank transfer" is the lowest price, "By card" the intermediate one and "PayPal" the reference one. You choose how to pay, and the seller always receives the same amount.
Is there a limit per purchase? By card, up to €6,000 if you have already bought at GSG and up to €2,000 if it is your first time. With PayPal, up to €3,000. Above that, bank transfer is required.
Can I pay from someone else's account? No. Payment must be made from an account, card or wallet in your name. Third-party payments are returned to the source.
Do prices include taxes and shipping? No. Taxes and shipping depend on the delivery country and you see them in your cart, before paying. Shipping is not free.
Can I pay in another currency? Yes. The cart shows you the price already converted into the currency you pay in. The conversion is at your expense.
Is a piece reserved when I add it to my cart? No. At Gold Silver Global no piece is reserved. It can be in several carts at the same time, the listing shows this with "In a cart", and whoever pays first gets it.
How does "Make an offer" work? If the seller has turned it on, you propose a price at least 5% lower. They have 2 days to accept, reject or counteroffer, up to 3 rounds. With a card, the charge is made when it is accepted. With bank transfer, you have 2 days to pay and the piece remains for sale until your payment arrives.
Can I cancel a purchase that has already been paid? If the seller does not ship within their dispatch time, yes, from My account, and you get all your money back. Once it has shipped, receive the piece and, if there is a problem, file a claim.
Can I ask the seller before buying? Yes. You can post a public question below the listing or press "Message the seller" to send them a private message. External contact details are not allowed.
When does my money reach the seller? When the protection period ends, which starts with confirmed delivery. It is 3 days if a professional sells with GSG Vault, 5 days if a professional sells without GSG Vault or a private seller sells with GSG Vault, and 7 days if a private seller sells without GSG Vault.
Do you offer help for high-value purchases? Yes. From €5,000 a member of the team can support you with the piece, the payment and the shipping. It is a help, not a requirement. You will find it under Large purchases.
Shipping and delivery
Who ships the piece? The seller, unless the piece is in the GSG Vault strongroom or you have requested GSG Verified. In those cases we ship it. The listing tells you before you buy.
How long does it take for my order to go out? Each listing states its dispatch time in business days from when your payment is confirmed, 1 business day if it does not state another. The listing shows you an estimated arrival date.
Is the shipment insured? Yes. All pieces travel insured for their sale value until confirmed delivery. You see the cost of the insurance in the cart.
What is confirmed delivery? The day you confirm that you have received the piece or, if you do not, the third day after the carrier marks it as delivered. From then on the deadlines to file a claim are counted.
Will I have to pay customs? Possibly, on shipments between countries. If they can be charged at purchase, you see them in the cart. If not, the carrier charges you on delivery.
Can I pick up a piece in person? No. Pieces are not handed over in person. They are always shipped insured and with tracking.
Claims and guarantee
When can I file a claim? If the piece does not arrive, arrives damaged, does not match the listing or is not authentic. You have 5 days from confirmed delivery, and 30 days if it is for a counterfeit.
Is the opening video required? Yes. Without an opening video there is no claim, unless the piece does not arrive. Always record it, in a single shot and with no cuts.
What happens to my money if I file a claim? Payment to the seller stops until the claim is resolved. If the claim succeeds, you get your money back in the way that is decided.
How long does a claim take? The seller has 3 business days to respond and Gold Silver Global decides within a maximum of 21 business days from opening, unless an expert assessment is needed. Each deadline is shown with its countdown in the claim itself.
Is there a right of withdrawal? No, on no purchase, whether a private seller or a professional sells. What you have is protected payment, 5 days to file a claim and the authenticity guarantee.
What does the authenticity guarantee cover? Counterfeits, 30 days from confirmed delivery. If it is confirmed that the piece is not authentic, you receive the full amount, even if the payment has already been released to the seller.
Who pays for the expert assessment? Whoever loses the claim. If you pay it up front and you are proven right, it is reimbursed to you.
What if I disagree with the decision? You can request a review, only once, within the following 10 calendar days. Another member of the team carries it out. After that you can turn to the external channels of your country or to the courts.
Selling
How do I list a piece? You search for your piece in our catalog by text or by photo, confirm which one it is, upload your photos, state the condition and set the price. The platform sets the title.
What if my piece is not in the catalog? You request that a new reference be added, with the details and photos we ask for. The team reviews it and, if appropriate, creates it. In the meantime you cannot post that listing.
How much can I list without verifying? As an Unverified Private Seller, up to €1,000 in total across all your active listings. To go above that figure, verify your identity.
How much does Gold Silver Global charge for selling? A commission on your sale price, with a minimum per order. The private seller pays the professional rate plus 3 points. The buyer is not charged a commission. The figures are on the Fees page.
When do I get paid for a sale? When the protection period ends with no claim open. As a private seller, 7 days from confirmed delivery, or 5 if the piece was in GSG Vault. As a professional, 5 days, or 3 with GSG Vault.
How long does the review of a listing take? We review every listing before publishing it and let you know as soon as it goes live or if something needs to be corrected.
Can I sell for more than on another website? No. Your price at Gold Silver Global cannot be higher than the price you ask for the same piece on other websites, including your own, excluding shipping.
What cannot be sold? Counterfeits, undeclared replicas, stolen pieces or pieces of illicit origin, pieces with undeclared alterations, loose accessories and, until 2027, ancient coins. The full list is under Prohibited and Restricted Items.
Can I sell directly to GSG? Yes. If you do not want to wait for a buyer, offer us your piece from Sell to GSG and we will make you an offer.
GSG Vault and custody
What does the GSG Vault seal mean? That that specific piece has passed through the GSG Vault strongroom, where we have verified it, and that it ships from there insured.
Can I request GSG Verified on any piece? On any piece listed by a private seller. You request it from the listing, before paying, and the cost is split between buyer and seller, according to Fees.
Can I send a single piece to GSG Vault Custody? Yes, from €60. There is no need to group several pieces in the same shipment.
How much does custody cost? The first 30 days are free of charge. From day 31 it is charged in 180-day periods, with no proration, at 1% of the insured value with a minimum and a cap per piece. Insurance is included up to €12,000 per piece. The exact figures are on the Fees page.
Can I leave the piece in custody without selling it? Yes. Your piece is stored insured with the listing paused and you put it up for sale whenever you want. You pay the regular custody.
Where are the pieces stored? In the GSG Vault strongroom, a vault with restricted access and permanent surveillance. For security we do not publish its location.
How do I get back a piece I have in custody? You request it from your dashboard whenever you want, as long as it has no sale in progress and custody is paid. We ship it insured to your verified address.
Community and new sections
How do I identify a coin I do not know? In the Encyclopedia, under "What coin is this?". You open a thread with its photos and the community helps you identify it. Soon, an app will do it automatically from a photo.
Are there auctions at Gold Silver Global? Not yet. Auctions arrive in 2027. Press "Notify me" on the Auctions page and we will write to you when they open.
Do you sell ancient coins? The Ancient coins section opens in 2027, with twelve subsections. Press "Notify me" on the one you are interested in and we will let you know when it opens.
How do I report a listing or a profile? With the "Report listing" and "Report profile" buttons. You choose the reason, tell us what you saw and we tell you what we decide.
Can't find what you're looking for?
Use the Contact form and choose the topic. We reply by email.
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