Redemption - Frequently Asked Questions
How do I redeem physical Gold?
Redemption of physical metals can be done by:
1) Browsing our physical metal products on the website
2) Contacting us via email, telephone or social media to arrange the redemption
How do I redeem other products and services (excluding physical gold)?
You can browse the products available via our website to decide which products you would like to redeem.
Once you have decided on the product, you can contact customer support to receive the redemption price available to you.
How much does it cost to redeem physical gold?
Physical Metal Redemption: - The redemption fees vary based on the weight of gold you redeem and includes administration, shipping and insurance services. Once calculated, the fees will be deducted from your gold account.
What form does my gold come in, e.g. bar, wafer or coin?
Based on the products available, customers can opt for any form.
Can I trade my Digital Gold for physical Gold?
Yes, you can. Please contact admin@astonandsons.com.my to conduct a trade. We will guide you through the process.
How long does it take to redeem products or services?
Redemption times are based on the availability of the product. Typically products available will be shipped in 2 to 3 working days.
My cash balance does not cover the cost of the metal I wish to redeem. Can I pay the difference?
Yes, you can. Payments can be made via bank transfer or cash.
Please note that the limit on cash transactions of RM 24,000.
What happens if my redeem order is cancelled?
If your redemption order is cancelled. You have the option to repurchase digital gold or withdraw the funds.
How can I be sure I am redeeming for authentic products?
We have many relationships with Precious Metals Distributors, Jewellers, and Fintech.
For physical metal products, jewellery and luxury items, each product comes with a certificate and proof of purchase.
Are there any restrictions concerning physical redeem orders?
AME reserves the right to cancel redeemption orders and refund the existing cash to the original payment source. This can be done for any reason but would likely only occur if the account has violated any existing (AML) guidelines.
All accounts must be approved by our team by submitting (KYC) compliance documents prior to placing a redemption.
Can someone else redeem the physical gold on my behalf?
Yes, the owner must sign a letter of consent ahead of time to ensure the legitimacy of the delivery.
Will the client need to show any identity proof at the time of taking physical gold?
No, it is not required.
Is it possible to store my withdrawn gold in safe custody and have them delivered later?
No. Once we have withdrawn the gold and shipped it out, you will be responsible for the gold.
Are there any charges for the delivery of gold?
There may be shipping charges involved on specific quantities or weight of gold.
Can I change my shipping address?
You can change your shipping address via "MY ACCOUNT".
If we have proceeded to ship your product, you will not be able to change your shipping address.
Do we ship internationally?
No, we do not. We are looking forward to shipping internationally in the future. Subscribe to our newsletter to receive updates.
Is there a minimum amount for physical redemption?
There is an imposed minimum amount that one can redeem based on the available product.
What if my gold is lost during transit?
Your gold is fully insured, and we will assume responsibility for any loss in transit.
Does my gold bar that you deliver come with stamps or certification?
Yes, each gold bar comes with a certificate of authenticity detailing; metal type, weight, serial number, purity
What if a customer dies during the tenure of the program?
Death of a client: -
A) Clients with a will: The gold in your account will be released to the holder of the Grant of Probate.
B) For those without a will, the gold in your account will be released to the Administrator of the Estate.
