FAQ
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0330 900 1180

Frequently Asked Questions

 

Many of our most frequently asked questions are answered below.  If you cannot find an answer to your query, please contact us.

Are my personal payment card details secure? How can I find a specific item?
How will my items be delivered? I do not have a credit/debit card, how can I order?
How can I view my account statement? Should I insure my portfolio?
How do I know if my item has been despatched? When will you take the payment from my credit/debit card?
How do I return a delivery? Why am I unable to access my account details on the website?
How do instalments work? Why did my payment I made not go towards a specific product?
How long will it take to receive my order? How does Continuous Credit/Debit Card Authority Work?

 


 

Are my personal payment card details secure?
Security of both your credit card and personal details are very important to us and have been carefully considered in the development of the coinportfoliomanagement.com site. All customer registrations and orders placed through our on-line catalogue are handled using 'Secure Socket Layers' and 128-bit encryption. [back]

How will my item be delivered?
Any order with a value up to £150 (excluding postage & packing)  will be sent by Royal Mail First Class delivery.  If your order is £150 or above (excluding postage & packing), we will deliver it to you by Royal Mail First Class Recorded Signed For.  If it is £500 or more (excluding postage & packing), your order will be sent to you by Royal Mail Special Delivery.  For both Recorded and Special Delivery, you will need to sign for the delivery upon receipt. [back]

How can I view my account statement?
All registered online customers can view their statement on the Statement tab on My Account. You will also have the option to print out your statement. [back]

How do I know if my item has been despatched?
Please look at your Statement tab on My Account, which will detail any products that are either on order, despatched or previously received. Note it can take up to 48 hours for all online activities to be shown on your statement. [back]

How do I return a delivery?
If there is any problem with your delivery or if you simply do not require it, you are fully covered by our 30 Day Money Back Guarantee.  If you would like to return a delivery, please either contact your Personal Consultant or our team on 0330 900 1180.  We will then arrange for a courier to come to your address and collect the item to be returned to us by the next day, when a full refund will be given. [back]

How do instalments work?
For your convenience, payment for our more expensive items is offered in a number of conveniently spaced and equal interest free instalments. The details for each product are shown alongside the price. [back]

Your credit card will be charged an initial payment prior to despatch of the item and for the remaining balance in equal interest free instalments at regular intervals after that. Unless stated otherwise, those intervals will be every 60 days. Any postage and packing will be charged on despatch of the goods and should you prefer to pay the remaining balance in one go you can contact us or see the details included with delivery of your order.  The amounts to pay at the point of despatch and to pay later will be shown in your basket page as you confirm your order. [back]

If you would like to pay in instalments for an item and take advantage of our interest-free instalments, then simply check the Instalments box in your basket.

Should you not want to use the same credit card for the remaining instalment payments after we have despatched your delivery, please contact us on 0330 900 1180. [back]

How long will it take to receive my order?
We aim to turn all deliveries around within 7 days. However, occasionally we are unable to achieve this when product is delayed or particularly if the item is a pre-release offer. You can rest assured that your credit or debit card will not be charged until the time your order is despatched. Contact us if you have not heard from us within 14 days of placing your order. [back]

How can I find a specific item?
If you are looking for a particular product try using our keyword search box at the top right of each page. Type in a relevant word and click SEARCH to display any items matching your search. Contact us if you still unable to find your item please. [back]

If you have the application reference of the item you wish to order but cannot find it on the website and simply wish to order it then you may use our Reserve Now page. [back]

I do not have a credit/debit card, how can I order?
If you do not own a credit or debit card then you can place an order by calling us on 0330 900 1180. [back]

Should I insure my portfolio?
Many people choose to insure valuable items for security and the decision as to whether you do must be yours. Whilst we are unable to insure items ourselves or recommend any one other company, if you feel it would be appropriate to insure your collection a good starting point would be to contact the company which provides your home contents cover. [back]

When will you take the payment from my credit/debit card?
For items that you are paying for in full, we only take payment upon despatch of the goods. If you are paying for one of your items in instalments, the terms of the instalment payment plan will be detailed at the time of ordering. [back]

Why am I unable to access my account details on the website?
If you are having trouble recalling your password, we suggest that you use Password Reset.  Enter the email address that you registered with and an email will be sent to you with your password reminder question.

If you still experience difficulties then please contact us and include your name and address details, account number and the email address that you registered with.  We will then arrange for your password to be reset and inform you of your temporary password. [back]

Why did my payment I made not go towards a specific product?
Coin Portfolio Management operates an 'open accounting system' a lot like a bank account. In this way you can see the total owing for all items that have been sent and make either part or full payment as you wish. This system means that customers wishing to pay by card after receiving the goods are able to do so.

Should you wish to pay for items specifically when the payments are due and ensure the amount goes towards that product all you need to do is opt to pay for that item on your card when placing the order. In this way the system will automatically debit the funds for that product upon despatch of the goods. The payment is then coupled with the product regardless of any outstanding balance from other goods. [back]

How does Continuous Credit/Debit Card Authority Work?
When you choose to take advantage of Continuous Credit Card Authority we will automatically charge your card for your current outstanding balance and when we despatch any goods to you. It will all be handled automatically for you, ensuring your account is always up-to-date. Remember your card will only be charged when your delivery is ready for despatch.

Of course you can cancel your Continuous Credit/debit Card Authority online anytime by selecting the Payment Cards tab on My Account. [back]