To make things clear, I will try to answer all the questions that have raised.
The Customer service phoneAt the Denarium, we do not have public customer service by phone. However, we do contact bigger clients and partners by phone if there is a need for it. Prasos (which is the company that owns Denarium) indeed has a customer service by phone, but it is meant for general use and not for Denarium. We think that with an email/Zendesk it is more efficient to handle customer cases which are often related to the orders and shipments etc. All the data (tracking links, codes, etc. ) is processed way easier by text than in a phone. We might add phone support in the future.
The VAT of the gold coinsAs many of the customers have already seen, we are now on charging the VAT from the gold coin purchases that are shipped inside to the EU (does not apply to companies with verifies VAT number). This is because of the nature of our gold coins. For the product to be qualified for exemption from taxation, it must meet the criteria for investment gold. We have taken a more accurate look at the guidelines that Finnish Tax authorities provide and despite our previous thought, our coins do not meet these requirements. The most insurmountable issue is that our coins are not legal tender, meaning, therefore, it has no denomination, for example, 10 USD on the coin.
What comes to the auction coins, the auction price includes the VAT if it is shipped inside to the EU.
Because of that, we have already started the design and production of the Denarium Gold Bullions, which meets the requirements for the investment gold. Investment gold bullions do not need to be legal tender. Estimated release is mid-2018.
The shipping costsWe have DHL option which is quite cheap for non-precious metal coins. However, DHL does not allow us to send silver, gold, and other precious metals and we are forced to use FedEx or GLS at the moment. We have reduced the price of FedEx/GLS by 30€ lately, and we are continuously looking better options for the shipping.
We answer questions addressed here, but for the quicker support, we recommend sending email to
store@denarium.com or the contact form on Denarium.com. We are grateful for the questions and consider adding some of them to our Knowledge Base
https://denarium.com/knowledge-base.