Informationen about COVID-19

Update: March 27, 2020

Dear customers,

Due to the current Covid 19 situation and the protective measures adopted by the government, we have to inform you that the philoro branches will remain closed until further notice.
 
The good news: The philoro webshop and our logistics are still open and you can order. However, with the restriction that you cannot currently pick up your order in the branches or that you cannot bring sales to philoro in the branches, but can only have them delivered.

However, Österreichische Post AG no longer personally delivers parcels to the recipients. Therefore, from now on we will only send the parcels to Post branches. We cannot deliver to the pick-up points postal partners - the shops of postal partners have closed. If the shipment has arrived at the post office of your choice, you will be notified by email and you can collect your package from the post office. Either you enter the address of the post office of your choice as the "New Address" for the delivery, or our logisticians change your delivery address to a post office near you. 

Our logistics employees adhere to the highest safety and hygiene standards. This includes, among other things, regular and thorough hand washing and disinfection, as well as wearing disposable gloves when packing your orders.

If you do not want your order to be sent to you, we offer you to store your order in our high-security warehouse free of charge until we can open our branches again and you can pick up your order.

However, there may be delivery delays beyond our control and delays in the processing of inquiries and orders. We ask for your understanding and endeavor to process your inquiries as quickly as possible.

Stay healthy!
 
Your philoro team.

FAQs about the current branch closure

We have put together the most important questions and answers for the further process of your precious metal purchase.

I have placed an order with click & collect. Can I have this sent to me?

Yes. Shipping costs are incurred here.

Send a request to info@philoro.com, we will send you a revised order confirmation including shipping costs for the transfer by email. After receipt of payment, your delivery is dispatched.

What applies to my online order with shipping?

As Österreichische Post AG has suspended the delivery of valuables against signature service due to the Covid 19 situation until further notice, your delivery will be delivered in a Post office. We cannot deliver to the pick-up pointst or postal partners - the shops of postal partners have closed. If the shipment has arrived at the post office of your choice, you will be notified by email and you can collect your package from the post office. Either you enter the address of the post office of your choice as the "New Address" for the delivery, or our logisticians change your delivery address to the post office near you. 

After receiving the automatic order confirmation, please wait for our order confirmation to be sent to you by email before you initiate the payment to us. Our colleagues in the trade process all incoming orders in turn. Because of the currently very large order volume, this process takes more time than usual, so we ask for your patience.

As soon as we have received your payment, we will confirm receipt of the payment by email and take delivery to the post office as soon as possible.

When will my order be shipped?

Due to the high volume of orders, short-term shipping is unfortunately not possible. However, our logistics department endeavors to dispatch all orders as quickly as possible.

Where does philoro deliver to?

Deliveries are carried out within Austria.

Is shipping insured?

Yes. Orders that are sent by us are fully insured.

Why are fewer products listed on the website than usual?

The availability of physical precious metal is currently very limited, as some producers have closed their plants or deliveries across borders are no longer possible.

Since we only offer products on our website that we receive from our suppliers at short notice, our product range has been reduced.

Why do the items offered on the website change?

We offer products on our website that we receive from our suppliers at short notice. As these availabilities change, we also continuously adapt our products for sale.

Can I buy products that are not listed on the website?

No. It is not possible to buy products that are not listed on our website.

Can I cancel my order?

No. There is no right of withdrawal for accepted orders. This is stated in the cancellation policy, which you took note of in the ordering process.

Which hygiene measures are taken into account when packing my parcel?

Our logistics employees adhere to the highest safety and hygiene standards. This includes, among other things, regular and thorough hand washing and disinfection, as well as wearing disposable gloves when packing your orders.

What delivery times can I expect?

We always endeavor to process your orders and sales as quickly as possible. However, there may be delivery delays beyond our control and delays in the processing of inquiries and orders. We ask for your understanding and patience.

Please also note the expected delivery times of your desired items when placing your order.

Where can I find out when the branches will open again?

We always keep our homepage up to date. We will inform you in due time when we will be there for you again.

Who can I contact if I have further questions?

You can contact us at any time with your request by email (info@philoro.com). We will answer your message as soon as possible.

Our branches can only be reached by telephone to a very limited extent. We therefore ask that you send us your request, preferably by email.

For general questions:

Vienna: +43 1 997 14 72 49 and +43 1 997 14 72 39

Graz: +43 316 890 824 80

Innsbruck: +43 512 890 149 60

Salzburg: +43 662 26 50 37

Questions about incoming payments:

+43 (1) 997 14 72 13 and +43 (1) 997 14 72 35 

Questions about shipping:

+43 (1) 997 14 72 11, +43 (1) 997 14 72 15 and +43 (1) 997 14 72 11 46

+43 699 18 33 55 25

Questions about the ONLINE order process:

+43 (1) 997 14 72 36 and +43 (1) 997 14 72 38

You can also use our contact form to contact us.