Frequently Asked Questions | La Tienda de la FNMT-RCM

FAQs

My account

Recover my password

Your password is the one you chose when you registered.

If you don't remember it, you can get a new one by clicking on the "Forgot your password?" option at this link.

Change my password

You can change your password at any time in your private area. Once you have entered your access credentials, go to the "Password" section within your private area.

Your security is very important to us. So remember the new password must meet the following requirements:

The password must have at least 8 characters.
Your password must contain at least one upper-case letter, one lower-case letter, and one number.

Modify my account details

To make changes and/or modifications to your personal data, such as name and surname, e-mail address or shipping addresses, simply log in to your account and, in your private area, select the option for the modification to be made (Personal Details, Email Address or Address Book). This way you can make any changes you deem necessary.

My order

Where is my order?

You can check the status of your order in your private area at any time. To do this, log in with your user data and select the "My Orders” option. Click on the reference number of the order to be consulted to see the order description and status, the total amount and registration date, as well as the shipping address and billing information for your order.

My order is damaged

When you receive your order, you must check to see if the packaging or box is damaged, and if so you should reject the order delivered by the courier, stating this reason in the delivery note.

If you find that the product is faulty or does not properly match the order within 14 days following the delivery, you can request a return or exchange through your private area, in the "My Orders” option, by clicking on "Request a refund".

I received the wrong product

If you have received a product that does not match your order, please contact us via e-mail tiendavirtual@fnmt.es.

A courier service will pick up the product at your home, take the product to our facilities and, once the errors is verified, we will send the correct product to your home.

I want to return my order

You have a period of 20 days to cancel your purchase or part of it, starting from the delivery date.

You can request a refund from the "My Orders" section and by clicking on "Request a refund".

Products must be returned in their original packaging and components along with the invoice.

When you request the return of your order, a courier will pick it up at your home and take it to our facilities. Once we have verified that the products you return are in perfect condition, we will make the refund through the same method of payment used to make the purchase, discounting the costs associated with the refund (transport, insurance and, where appropriate, customs management costs).

Before the courier arrives to pick up your product, you must ensure that it is properly protected and sealed so that it is not damaged in any way during the transport. The courier may refuse to take back the product if the transport packaging is insufficient to ensure proper shipping.

Would you like to be informed of the latest numismatic news from the Real Casa de la Moneda?

If you would like to receive the latest news about numismatics from the Real Casa de la Moneda by e-mail, mark the option "I agree to be sent commercial communications" when you create a new account in our online shop or when you finish your order.

Unsubscribe from the newsletter

If you no longer wish to receive the latest numismatic news from the Real Casa de la Moneda, click on the "unsubscribe" link at the bottom of the newsletter.

Purchasing process

Steps to follow to make a purchase on this website

It is very easy and simple to purchase products:

Select the products you want and add them to the shopping cart.
Enter your personal details and choose your preferred payment method to complete your purchase.
When finished, you will receive an email confirming your purchase.
If you have opted for payment by bank transfer, please remember to enter the order number assigned to your purchase in the "Reference" field of the bank transfer.

Order limit

Through this website, you can buy as many products as you want, provided that the total amount of the order does not exceed €10,000.

If you want to purchase a subscription, you can only place a single order for that subscription, i.e. you can't include any other product in it.

Do the prices of the products include VAT?

Yes, published prices always include Value Added Tax.

However, once the delivery address has been entered, VAT will be deducted in cases where this tax does not apply.

Can I purchase the products of the Real Casa de la Moneda by other means?

In addition to this website, you can also purchase Real Casa de la Moneda products in our physical store in Madrid. The store is located on Calle Doctor Esquerdo, 36, and is open weekdays from 10:00 to 20:00 hours and Saturdays, Sundays and holidays from 10:00 to 14:00 hours.

We also have a telephone sales service, which you can contact through telephone numbers 915 666 542 and 915 666 792. You can call at the same times as mentioned for the physical store.

Privacy policy

Personal data processing

Any personal data you provide when visiting our website will be processed in accordance with data protection laws and will only be collected, processed and used for lawful and legitimate purposes, which we shall inform you about.

We store and use your personal information to ensure that your experience browsing our website is as simple and smooth as possible, and so that you can register on our website, place an order, contact us or send us information.