Frequently asked questions 常见问答

About BuySilverMalaysia.com 关于BuySilverMalaysia.com


Ordering and Payment 运送服务


Shipping and Delivery 运送服务


Buy Back, Return and Exchange 回购,退货与替换


BuySilverMalaysia Storage Program (BSP) BuySilverMalaysia 储存服务(BSP)

 

About BuySilverMalaysia.com

Why should I buy from BuySilverMalaysia.com?


We are a locally setup company with commitment to provide competitive bullion products with honest prices. Buying from BuySilverMalaysia.com is your way of supporting a small growing company aiming to bring world class bullion purchasing experience into Malaysia. This website is setup from ground up using local talent.


Read more at Why buy from us.


What other people say about this website?


What we say about ourselves is not important. It is what the public say about us that counts.


Read what they say here Testimonials.


How secure is this website?


We understand the importance of your personal information. We endeavor to make every transaction you make at BuySilverMalaysia.com safe by protecting your personal data and credit card information by encrypting with SSL (Secure Sockets Layer).


Read more about it at SSL Secured.


How will information collected from this website be used?


We collect information throughout this website to create a better shopping experience for you. We use cookies to memories your browsing pattern. Information collected from this website will not be shared, sold or in any way revealed to any third party.


Read more about it at Privacy Policy.


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Ordering and Payment

Do I have to become a member before I order?


The "Guest Checkout" has been ceased since 1st Apr'15 when GST is implemented. Every customer required to register as member before he can proceed to place an order which comply to Goods & Service Tax Act 2014 and all your information given will adhere to our Privacy Policy. Further more being a member, BuySilverMalaysia.com will be able provide member-only privileges such as easy checkout, discounts, special promotions and plenty more.


How do I pay?


We accept credit card (Visa and MasterCard) and bank transfer to our banks: Maybank, CIMB, Public Bank. For more information about payment method, please go to Payment.


Do you collect credit card information?


We collaborate with third party payment provider for credit card processing. We do not have any access to your credit card information and we do not store credit card information into our database.


How do I check my order status?


If you are a registered member, just login and go to your profile page, click "My Orders". Your order status will listed out clearly there.


Otherwise, click on the Order Status page on top and enter your order no and email. Make sure to enter this information as it was input during the order was placed.


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Shipping and Delivery

How will my order be shipped?


All orders are prudently packaged before sending to our respective courier for shipping. We uses high quality water-resistance padded envelops for small orders. For larger orders, we will box it up with padded bubble wraps or equivalent to protect your order.


Read our Shipping page for more details.


How much is the shipping cost?


For Peninsular Malaysia, shipping cost is RM8.50 onwards. For Sabah and Sarawak, shipping cost is RM9.50 onwards.


Read our Shipping page for more details.


How do I entitle for FREE shipping?


Shipping is FREE nationwide for orders above RM1,500.


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Buy Back, Return and Exchange

Can I sell silver and gold to you? Do you offer buy back?


You can sell to us easily. We buy back silver & gold bullion that we sold to you at the latest market pricing.


Read more at Selling Silver and Gold to Us.


Can I return an order and ask for refund?


Due to the nature of fluctuating prices, all products sold are non-refundable.


Can I exchange an order?


If you are unhappy with your order, please email to us at order@buysilvermalaysia.com within 7 days. We will examine each case individually. We will be glad to offer one-to-one exchange or equivalent if we found our delivery below our usual standard.


Read our Return and Exchange for more information.


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BuySilverMalaysia Storage Program (BSP)

What is BuySilverMalaysia Storage Program (BSP)?


The BuySilverMalaysia Storage Program (BSP) is a service that allows you to purchase precious metals from BuySilverMalaysia and have them stored on a segregated and allocated basis (i.e. where you have title to specific coins/bars) in highly secure storage facilities.


What are the requirements to open a BSP?


You must be above 18 years of age and possess a valid MyKad or other valid identification.


Are foreigners eligible to open BSP?


Yes. All you need is a valid travel document.


Where are the Bullion stored?


Precious metals held in BuySilverMalaysia Storage Program are stored in highly secure storage facilities, professionally managed and located in Malaysia. All precious metals held in your account remain your property at all times. BuySilverMalaysia will ensure that your precious metals are specifically identified (allocated) and physically separated (segregated) at all times.


How can I be sure the bullion is in the vault?


Your Gold and Silver are stored in formally recognised bullion storage facilities, managed by specialist vault operators who are leading providers of precious metal vault services and secure transportation. A photo of your storage parcel will be included in your BSM account. You can also access to your storage details once you log into BuySilverMalaysia.com’s member’s area, which you can view 24/7


How do I begin having a BSP?


To subscribe a BuySilverMalaysia Storage Program, simply leave a message on the remark column while check out your order with how many year subscription, we will handle the rest. That's simple!


How much is the minimum amount to set up a BSP account?


There is no minimum in Gold or Silver but a minimum fee of RM50 will be charged, if the final fee is below RM50.


Can I deposit any amount?


There is no minimum purchase required from BSM to join BSP, customer can begin even with 1 ozt but the minimum fee applies.


How can I deposit metals not from BuySilverMalaysia.com?


Precious metals must be purchased from BuySilverMalaysia directly before storage. BSP is currently caters to BSM customers only.


How can I take physical possession my parcel?


You can take possession of them at any time. You can also sell the bullion to BuySilverMalaysia and convert them into cash, at a preferred rate.


Who can access my BSP parcel?


No, unless authorized by law or by you. Only upon authorization by you, law, or based on certain circumstances of termination as per nominated by you.


How can I withdraw partial of the parcel? ie. 20oz out of 100oz stored.


For various security and insurance issues, once the item is taken possession partially, we are unable to redeposit the balance. Alternatively, you can withdraw and terminate the initial BSP holding. We can generate another new separate storage parcel at prevailing rate.


What quality is the Gold or Silver?


All bullion sold by BuySilverMalaysia is 99.9% Silver or Gold. For more details of the individual items, please refer to our webstore. We provide the necessary measures to prevent tarnishes on Silver but we do not guarantee against them.


How do I get update on my total storage?


Once you logged on to your BSM account on our webstore, you can view the amount of items and quantity stored in our vault.


Can I visit the storage facility to view my holdings?


Security vaults are intrinsically not designed to be accessible to the public. Security precautions, which required an armed guard and two vault operator officers to be present at all times, make it impossible to open such vault to on-demand public access. For security purposes, we do not allow anyone to visit any storage facility to view their BuySilverMalaysia Storage Program holdings. We can arrange for viewing at our office for a fee. We will waive the fee for the first viewing.


Why is viewing fee is needed after 30 days?


After the holdings is securely stored in the vault, additional processes and cost is required to arrange each viewing. The fee is to cover transportation, security guards as well as administration cost to take out your parcel and have it ready for viewing.


How do I withdraw my parcel from my BSM?


To withdraw holdings in your BuySilverMalaysia Storage Program, inform us via email or phone and we will arrange a date for the process. Once we receive your Withdrawal Request, we will call you to confirm your withdrawal instructions. On the stipulated withdrawal date, BuySilverMalaysia will dispatch you the precious metals (or release them to your designated carrier if you have opted to arrange for your own transportation) and receive a written receipt for the precious metals from you.


How do I claim my parcel in event your company is in struggle or in legal battle?


BSP is an allocated storage service. The parcels and its content is owned by you, the customers. Thus they are not reflected in BSM’s financials, making it legally out of BSM’s possession. You parcels will be returned to you.


Do I need to pay up RM20 administration fee for subsequence account?


RM20 is a one-time fee for first time BSP customer only. This fee is collected because we need to cover the administration fee of setting up your information into our system. Any additional or add-on storage thereafter will not incur the RM20 administration fee.


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关于BuySilverMalaysia.com

为什么我该选择向BuySilverMalaysia.com购买?


我们是一家本地公司并承诺提供顾客具有竞争性的贵金属产品与诚实的价格。向BuySilverMalaysia.com购买是一种方式体现您对于一家小型成长公司的支持,我们旨在为马来西亚的投资者带来世界级的贵金属采买体验。本网站使用本地人才进行设置。


参阅更多:为什么向我们购买.


对于此网站,其他人怎么说?


我们如何讲述自己是不重要的,重要的是听听大众对于我们的看法。


看看他们说些什么?请参阅此处。 推荐.


此网站有多安全?


我们了解个人资料的重要性。我们透过加密设置SSL (Secure Sockets Layer) 努力的确保您在BuySilverMalaysia.com的每一个交易所提供的个人资料与信用卡资料是受到保障与安全的。


参阅更多:SSL 加密设置.


我们将如何使用所收集到的顾客资料?


我们透过此网站收集资料以为顾客建立更好的购物体验。我们利用曲奇(cookies) 来记忆你的浏览模式。所收集到的资料将不会被分享,售卖或者公开给第三方。


参阅更多:隐私条款.


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订购与付款

在订购前,我需要先成为会员吗?


“访客结帐”页面于1/4/2015正当消费税开跑之际就已正式被终止。遵从2014年消费税法令,每位顾客必须在购买前注册成为会员,而其所提供的资料我们将会遵循所设定的隐私条款来处理。此外,成为会员后,BuySilverMalaysia.com将会提供仅限会员的特权包括:轻松结帐,折扣,特别促销等等。


我该如何付款?


我们接受信用卡支付(VISA and MasterCard)及银行转帐:马来亚银行(Maybank),大众银行 (Public Bank)或者 联昌国际银行 (CIMB Bank)。欲获取更多付款详情,请浏览付款条规


是否会向顾客收集信用卡资料?


我们透过第三方支付网站来处理信用卡付款。我们无法获取您的信用卡资料并且不会将信用卡资料储存在我们的资料库内。


我该如何查询订单状态?


若你已成为会员,只需登入会员账户然后前往简介页面,点击“我的订单”,您的订单最新状态将会被清楚列出。


或者,点击页面上方的 订单状态并输入您的订单号码及电邮地址以查看最新状态。


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运送服务

所订购的产品将如何被寄出?


所有需要寄送的产品将会在交托给指定的快递公司前被妥善的包装。我们使用高品质的防水封袋包裹小物件。而至于体积较大的产品,我们将会使用气泡垫及纸盒来进行包装以保护顾客所订购的产品。


参阅更多:运输


运输费是多少?


西马,邮费从RM8.50起。而至于沙巴与砂劳越,邮费是RM9.50起。


参阅更多:运输


如何才能获得免邮费优惠?


单一订单的总额达RM1500或以上,顾客将获得免邮费优惠。


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回购,退货与替换

是否能向BuySilverMalaysia.com售出我的贵金属? 是否提供回购服务?


我们提供快速简便的回购服务。我们以最新的价格回购曾经售出给现有顾客的产品。


参阅更多:回购999金/银产品


我是否能退货并取回货款?


基于产品价格的波动,所有已售出的贵金属产品恕不退款。


我是否能要求替换我所订购的产品?


若您不满意您所订购的产品,请在收到产品后的七天内发电邮至 order@buysilvermalaysia.com order@buysilvermalaysia.com。我们将彻查每一个投诉案件。若查出产品的受损是由于递送时的疏忽导致,我们很乐意为顾客做出一对一的替换。


参阅更多:退货与替换


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BuySilverMalaysia 储存服务(BSP)

什么是BuySilverMalaysia储存服务(BSP)?


BuySilverMalaysia储存服务(BSP)是顾客在购买我们的产品之后,根据顾客的要求提供高度安全的储存设施,我们将划分及个别储存来自不同订单的产品。


开设BSP户口需要符合什么条规?


您必须满18岁或以上并且拥有法律效力的大马身份证或其他身份鉴定。


外国人可以开设BSP户口吗?


可以。您只需提供我们一份有效的旅游证件。


所订购的贵金属将会被置放在何处?


我们提供高度安全的储存设施给所有转移到BSP的贵金属,具备极为专业的管理,储存地点也坐落在马来西亚境内。您帐户中持有的贵金属任何时候都是您的财产。BuySilverMalaysia 会确保您的贵金属已被明确标签识别及根据订单个别分配。


我如何能确保所订购的贵金属依然存放在存库内?


您的贵金属是被存放在经正式认可的专业储存设施里,有着一组绝对专业的贵金属存库专员与安全运输队。同时,在您的账户内也附有一组属于您的贵金属存储照片。您可以一天24小时随时登入查看储存状态与详细资料。


我该如何开设BSP户口?


若要申请只需要在购物结账时于"留言栏"告知我们即可,我们客服将会与您联络。


开设BSP户口的最低费用是多少?


购买贵金属的总额并无设限,但若储存费用总计低于RM50,我们将以RM50做为最低收费额。


我是否能存放值任何数额的贵金属?


我们将不设限最低购买金额来做为条件以开设BSP户口,顾客甚至能只购买一盎司的贵金属并选择我们的储存服务,但前题是此服务有最低收费制。


我是否能存放不是向BuySilverMalaysia购买的贵金属?


在存放前,相关的贵金属必须是由BuySilverMalaysia售出的。BSP现阶段只开放给BSM的顾客。


我什么时候可以拿到我所存放的贵金属呢?


您随时可以提出所存放的贵金属。您也可以选择卖回给我们以套现,我们将提供令您满意的价格


谁有权提出我所存放的贵金属?


无,除非经法律或所有者授权认可。只有当所有者,或法律授权,或根据所有者提出的在某些终止服务的情况下所提名的第三方。


我该如何提出部分存放着的贵金属呢?例如:从100盎司中提出20盎司。


基于各种安全与保险问题,所存放的贵金属一旦被部分提出,原有的储存服务将被终止,您必须将所有属于您的贵金属一并带走。然而,您可以选择先提出所有贵金属与终止原有的储存,而后以合理的价格重新开设新的储存户口以便继续存放剩余的贵金属。


所售卖的贵金属品质如何?


BuySilverMalaysia所出售的贵金属纯度都是99.9%。欲获取更多个别产品的详细资讯,请浏览我们的网店。至于纯银的氧化问题,我们也采取必要的防护措施但我们无法担保能够完全杜绝氧化现象。


我该如何查询我的总存放数量?


一旦您登入自己的会员帐号,你便能查阅现阶段储存在库内的贵金属总存放数量与总值。


我是否能到保险库查看所存放的贵金属?


设计保险库的本意不是为了让大众可以任意探访。所谓安全预防措施,就是需要有一名武装警卫和两名保险库操作员全天候守护,绝对不可能让有需求的大众随意探访。安全为由,我们不允许任何人到保险库探访各自所存放的贵金属。然而,我们以收费制按照顾客的要求运送其所属的贵金属到我们的办事处以便让顾客查看。在购买后的30天内,我们提供免费优惠,凡第一次要求到我们的办事处查看所购买的贵金属的顾客,我们将不收取任何费用。


存放30天后若欲查看所储存的贵金属,为什么需收取相关费用?


在存入保险库后,将需要额外的手续与费用以便运送贵金属到我们的办事处供顾客查看。相关费用包括运输费,保安费与行政费等。


我该如何提出所存放的贵金属?


若欲提出您所存放的贵金属,你可通过电邮或电话通知,我们将为您安排。一旦我们收到您的提出申请,我们将联络您以确认您的提出申请。在特定的提出日期,我们将邮寄您所存放的贵金属(或者您可自行安排交通到我们的办事处领取),而您也必须在我们所发出的收条上签名收货。


当公司陷入危机或任何法律纠纷时,我该如何索回存放中的贵金属?


BSP是一个分配制的储存服务。所储存的贵金属的拥有权属于您,选择储存服务的顾客。因此,所有顾客存放的贵金属将不列在我们公司的财务状况中,合法脱离BuySilverMalaysia的所有权。我们将归还属于您所存放的贵金属。


若开设第二个储存户口,我是否需要再次缴付RM20的行政费?


RM20是向首次选择BSP服务的顾客所收取的一次性费用。此费用是做为行政费以便让我们在系统内输入顾客的相关资料。在这之后,任何额外或添加的储存申请顾客将不会再被征收RM20行政费。


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