• Gold AUD86.9501 / gram ±2%
  • Updated: Oct 22, 2020 at 11:10
EN JP
  • support@qoneco.com
  • 1300328029

FAQ

SOME FAQ'S

What are your support hours?

Our support hours are 9:00am to 5:00pm Mon to Fri with the exception of public holidays. You can contact our customer service team by calling 1300328029 or emailing support@qoneco.com.

What documents do I need to open an account and start buying gold?

Our accounts are free and easy to set up. However before allowing you to purchase gold you must complete the KYC process by submitting a primary photographic ID (driver’s license or passport) and a secondary proof of ID document (utility bill or council bank statement). This is to fulfil our anti-money laundering obligations. Our friendly team will check your documents and get back to you as soon as possible.

How do I open an account with Qoneco?

Please complete the online application. It is a very simple process and takes a few minutes to complete. We are able to verify your identity instantly and complete KYC if you provide us a primary photographic ID such as a driver’s license or passport. However should we need more documents you will be notified via email.

What payment methods are available?

We accept credit card payments and bank wire transfer. For mastercard and visa there is an additional 2% surcharge on all transactions.

What are our bank account details?

JPY account
Account number: 11718418
SWIFT: CTBAAU2S
Bank address: 133 Liverpool st, Sydney NSW 2000

USD account
Account number: 11718389
SWIFT: CTBAAU2S
Bank address: 133 Liverpool st, Sydney NSW 2000

AUD account
Account number: 11718362
SWIFT: CTBAAU2S
BSB: 062016
Bank address: 133 Liverpool st, Sydney NSW 2000

How do I sell gold I have stored with Qoneco?

You can easily sell back gold stored with Qoneco whether it is allocated or pool allocated gold.

  1. Proceed to your accounts page to view the type and amount of gold you have in storage.
  2. Click the “sell” button and input the quantity or dollar value of the gold you wish to sell.
  3. Click “add to cart” after confirming the price and amount.
  4. Confirm details on the cart page.
  5. Check the box “I have read the terms and conditions”, click confirm and submit.
  6. A confirmation email will be sent to you and we will make arrangement for the funds to be wired to your designated account.

Why are the sell and buy prices different?

This is called the spread. We charge a small mark up from the mid price to cover costs and to generate revenue on the gold bullion we sell and buy.

I forgot my user ID

Please click on "forgot my ID" and follow the steps in the email to retrieve your ID.

I forgot my password

Please reset your password by clicking ‘forgot password’ on the website and follow the prompts to reset your password.

What if the gold Bullion was delivered to the wrong address?

We ask that you the client verify the address of the delivery before submitting the purchase order. We are not liable for damage or losses of parcels that arrive at an incorrect address.

Can I cancel an order if I change my mind?

No this is not possible. Once an order is confirmed, you have entered into a contract to either purchase or sell gold.

Does your product come with a certificate?

All our products come with a certificate of authenticity for amounts over 1 gram. The certificate indicates the weight, individual bar numbers if it’s an allocated purchase, and the origin to give you greater transparency towards your purchase.

What is Pool Allocated Gold?

Investment grade gold is typically bought in bar form, with the international standard set at ‘999.5’. This means that physical gold products are 99.95% pure gold. All bullion purchased through us adheres to this standard.

Our Pool Allocated bullion product range is the perfect choice for both new precious metal investors and regular traders. Rather than buying a specific physical bar, investors can buy into an allocated pool of gold. This means we maintain a store of numbered 1kg bars in a segregated pool which backs the amount of gold we hold on behalf of customers. You own a share of this pool of bars, rather than owning specific bars.

One of the chief benefits of pooling gold bars is that customers pay reduced fabrication and storage fees. If required, however, you may pay the balance of the fabrication charge to convert your holdings into finished bullion products for delivery.

You can either buy by dollar value or by weight.

There are a number of key benefits to our Pool Allocated bullion products, including:

  • Gold can be purchased in specific dollar amounts or by weight in grams
  • Zero storage fees
  • Backed by metal (externally audited)
  • Highly liquid and easy to buy or sell

What Bullion bars and coins do you offer?

Where customers want to physically take ownership of bullion bars and coins, we can arrange delivery.

We have a range of different bullion bars. All our bars are supplied brand new direct from reputable refiners and mints.

Gold coins are often treated as a substitute for cast and minted bars by investors looking to buy gold. Bullion coins often have legal tender status, and in some cases they even have preferential tax treatment, though this depends on the coin itself, and the country. They are typically made to a purity of "999.5" or 99.95% pure gold.

Available for investment in small denominations, they are a way for new investors to enter the precious metal market, and also make a fantastic gift for those looking for tangible stores of wealth to give to children and grandchildren.

We are proud to offer a large selection of bullion coins for investment. We offer a range of coins from the Perth Mint, and the Royal Canadian Mint, as well as the world famous Krugerrand, for those who want to invest in the most widely held gold bullion coin on the planet.

What prices does Qoneco use?

Prices are updated every 1 minute and are locked in for 10 minutes for the customer to complete the purchase order. The daily sweep is at 11:00 am AEST, this is the rate used for transactions that have missed the window for funds to arrive or for transactions that are not associated with any orders. You can then use those real-time spot prices to place an order using our live order board.

How often do you update your prices?

Live price feed that is being updated every 1 minute.

What feed providers does Qoneco use?

We currently use Forex Capital Markets Ltd. and Panda Trading Applications Ltd.