Frequently asked questions

Please find below an overview of the most frequently asked questions. If you don’t find the answer to your query, you can contact us from Monday to Friday from 9:00 to 17:00 hrs. on phone number +31 30 2910410 or email us to info@royaldutchmint.com.
 

1. How do I place an order in the online shop of the Royal Dutch Mint?

You can order in our online shop by adding the desired item to your cart by pressing the button “Order now”. You can modify the order in your cart by adjusting the amounts with the plus and minus symbols or by removing the product. Subsequently, click the button “Confirm order” or return to the online shop to continue shopping.

If you are new to our online shop, you will be asked to fill in your name and address and to create a password. With your email address and password you can easily log in for future orders, without having to state your name and address again.
Next you choose a method of payment to conclude your order.

After placing your order, you will immediately receive an order confirmation on the stated email address. This confirmation contains a review of your order.

In case you need help, you can contact Customer Support by email info@royaldutchmint.com or by phone on working days from 9:00 to 17:00 hrs. on +31 30 2910410.

2. Which payment methods does the online shop of the Royal Dutch Mint support?

International orders can be paid by Credit Card and Paypal. In selected counties local payment methods like iDeal and SofortBanking are available.

All mentioned prices are including VAT.

The payment of your order is processed by Buckaroo. This organisation is specialised in processing online payments. Data such as credit card numbers are transmitted through a secured connection, invisible to anyone. We only receive an approval of payment from the credit card company or bank.

You can also place an order through Customer Support, in which case you will receive a payment request or giro collection. Another option is authorising an one-off direct debit payment. Your payment should be in our possession within 14 days from your order date. Should this not be the case, we reserve the right to cancel your order. In view of the limited availability of some products, we cannot reserve the products for a longer period than 14 days.

3. Can I return my order?

EU: 
We guarantee the quality of all products offered in our online shop. However, if you are not satisfied with your order, you can return the product(s) within 14 days, in a state as close to the original state as possible*, to:
Koninklijke Nederlandse Munt, Antwoordnummer 4317, 3500 VE Utrecht, The Netherlands
The Royal Dutch Mint will bear the costs of a regular return shipment by postal service to our Antwoordnummer.

Please note that if you want to return products with a purchase value of more than € 150, these must be sent by registered mail to:
Koninklijke Nederlandse Munt, Linker Hoon 2, 3991 CX Houten, The Netherlands
The Royal Dutch Mint will refund the costs incurred for the return shipment by registered mail. If the return shipment is due to a wrongly ordered product, the costs will be for your own account.

You may invoke the right of revocation within 14 days of receipt of your order. All you have to do is send the completed return form with the package to return. If you wish, you can indicate on the back of this form the reasons of your revocation. This is also where you can indicate if you wish to receive a substitute product or a refund of the purchase price. Please state your bank account number (IBAN) in the latter case. We will refund your payment as soon as possible, but at the latest within 14 days of receipt of your revocation.

You may also exercise your right of revocation by completing the model revocation form, which you can find in the confirmation email of your online order. Using this model form is not obligatory, however, since you equally have the right of revocation without it.

After your notification, you must return the products within 14 days.

If your revocation concerns an entire order, we will refund the full purchase sum (including shipping costs). The paid shipping and handling costs will be refunded together with the purchase price. In case you keep part of the order, you are not entitled to any refund of the shipping costs.

*In case you do more with the received products than evaluating whether or not you wish to keep them, causing damage to the products, you are liable for impairment.

USA:
We guarantee the quality of all products offered in our online shop. However, if you are not satisfied with your order, you can return the product(s) within 14 days, in a state as close to the original state as possible*, to:
Koninklijke Nederlandse Munt, Gouden Hoon 1, 3991 CXHouten

Please note that if you want to return products with a purchase value of more than € 150, these must be sent by registered mail.
Any and all return shipping costs are for the customer, not for Royal Dutch Mint.

You may invoke the right of revocation within 14 days of receipt of your order. All you have to do is send the completed return form with the package to return. If you wish, you can indicate on the back of this form the reasons of your revocation. This is also where you can indicate if you wish to receive a substitute product or a refund of the purchase price. Please state your bank account number (IBAN) in the latter case. We will refund your payment as soon as possible, but at the latest within 14 days of receipt of your revocation.

You may also exercise your right of revocation by completing the model revocation form, which you can find in the confirmation email of your online order. Using this model form is not obligatory, however, since you equally have the right of revocation without it.

After your notification, you must return the products within 14 days.

If your revocation concerns an entire order, we will refund the full purchase sum (including original shipping costs). The paid shipping and handling costs will be refunded together with the purchase price. In case you keep part of the order, you are not entitled to any refund of the shipping costs.

*In case you do more with the received products than evaluating whether or not you wish to keep them, causing damage to the products, you are liable for impairment.

4. How will my order be shipped and how much does it cost?

NL:
After receipt of your payment, your order – if available - will be shipped as soon as possible, but in any case within seven days, through PostNL, to be delivered to you within 1 or 2 working days (in the Netherlands). Was your order not delivered? Please contact our Customer Support, call +31 30 2910410 or email info@royaldutchmint.com.
 

ALL:
Please note that if you order several items that become available at different times, the items will be sent as soon as all of them are available.

Shipping and handling costs for online orders are:

Within the Netherlands
€ 2.95*
Other EU countries
€ 9.00
Non-EU countries
€ 17.50
* Please note that the shipping and handling costs for orders by telephone, email or order form are € 3.95.

5. When will my order be delivered?

After logging in to your My RDM account you can check the status of your order. 

The Royal Dutch Mint strikes most of the issues that are on the website itself. We use high quality requirements, so that we can assure you of a high-quality product. Unfortunately, due to our high quality requirements, it is possible that production is delayed compared to the original planning. Do you want to know when your product will be delivered? View this on the product page of this specific product on the website.

Commemorative coins are always delivered after the Ceremonial First Strike. It can therefore happen that it takes a few weeks before you receive your commemorative coin at home.

The expected delivery date can be found on the product page on the website.

Please note that an order for multiple products will be delivered in one shipment. In case you ordered several products at the same time, they will all be shipped when the last of them becomes available.
For questions about current collections or subscriptions, please contact our Customer Support; call +31 30 2910410 or email info@royaldutchmint.com.

6. To whom do I communicate a complaint?

Call: +31 30 2910410 from Monday to Friday from 9:00 till 17.00 hrs.
Email: info@royaldutchmint.com
Mail: Koninklijke Nederlandse Munt, P.O. Box 2407, 3500 GK Utrecht, The Netherlands

We will respond to your complaint as soon as possible, but in any case within 14 days.

In case the Royal Dutch Mint does not resolve your complaint to your satisfaction, you can address the Geschillencommissie Thuiswinkel (Dutch dispute resolution committee for e-commerce) or the Conciliation Committee of the European ODR Platform.

7. Where can I exchange commemorative coins?

Commemorative coins are legal tender in the Netherlands and therefore always maintain their nominal value. You can exchange your commemorative coins against nominal value at Goudwisselkantoor. Goudwisselkantoor has more than 30 years’ experience with purchase and sale of gold, silver, bank notes and coin collections. At more than 70 offices in the Netherlands and Belgium you can obtain expert taxation (of your guilders or collection) and exchange your Dutch 5 and 10 euro coins.

If you wish to exchange your commemorative coin, you can go to the following collecting points of Goudwisselkantoor, spread all over the Netherlands.

Click here for the office locator of 'Goudwisselkantoren'.

Other collection points:
· Heritage Auctions Europe, IJsselsteijn
· Munthandel Zonnemunten, Noordwijkerhout
· Munt- en Postzegelhandel Kienhorst, Oldenzaal

8. What is the policy for international orders?

We accept orders from all countries within the European Union. Shipping costs to EU countries outside the Netherlands are € 9,00 per order. 

Shipping to countries outside the EU is possible. We ship to non EU countries as well, shipping costs € 17,50. When your country is not yet available please send us an email.

International orders can be paid by Credit Card and Paypal. In selected counties local payment methods like iDeal and SofortBanking are available.

When we have received your payment, your order will be shipped within 7 days by PostNL.

Questions? Please contact our Customer Service: info@royaldutchmint.com, or during office hours +31-(0)30-2910410.

9. What are cookies?

Cookies are small text files which are stored on your computer when visiting a website. Royaldutchmint.com uses cookies.
They are designed to enhance your shopping experience in our webshop. For instance, your last viewed items can be recalled as well as your personal settings and we can assure you a smooth surfing experience through our website.
For more information on privacy and cookies we refer you to our privacy and cookie statement, which you can download at the bottom of the page.
Only you can remove cookies, since they are stored on your computer. You can find instructions for adjustment of your browser settings under ‘Help’ in the tool bar of most browsers.

10. What can I do with damaged circulation money?

A euro coin can accidentally get damaged. You can hand in damaged coins at ‘De Nederlandsche Bank’ (the Dutch Central Bank). See the website of DNB.

The National Analysis Centre for Coins (NACM) is housed in the Dutch Central Bank and analyses suspected counterfeit coins. Then NACM registers all data about counterfeit euro coins found in the Netherlands in a European data base, which is used for tracking and tracing counterfeiters.

The design of euro coins takes maximum account of counterfeit deterrence. As a result, the number of known cases of counterfeit euro coins is very low. If you suspect a euro coin to be a counterfeit, contact the police as soon as possible. Or you can mail the National Analysis Centre for Coins (NACM) for more information. cnac.nl@dnb.nl.

Links 
Information European Commission: www.ec.europa.eu  
Dutch Ministery of Finance: www.rijksoverheid.nl/ministeries/fin  
Rijksoverheid (Central Government): www.rijksoverheid.nl  
De Nederlandsche Bank: www.dnb.nl  
Images of all circulating euro coins: www.ecb.eu