Support
Frequently Asked Questions
Answers on ordering, shipping, buy back, and our storage program.
About BuySilverMalaysia.com
Why should I buy from BuySilverMalaysia.com?
We are a locally set up company committed to competitive bullion products with honest prices. Buying from BuySilverMalaysia.com supports a small, growing company aiming to bring a world-class bullion purchasing experience to Malaysia - this website is built from the ground up using local talent.
Read more at Why buy from us.
What do other people say about this website?
What we say about ourselves isn't important - it's what the public says about us that counts.
Read what they say: Testimonials.
How secure is this website?
We understand the importance of your personal information. We endeavor to make every transaction on BuySilverMalaysia.com safe by protecting your personal data and payment information with SSL (Secure Sockets Layer) encryption.
Read more at SSL Secured.
How will information collected from this website be used?
We collect information throughout this website to create a better shopping experience for you. We use cookies to remember your browsing pattern. Information collected from this website will not be shared, sold, or in any way revealed to any third party.
Read more at Privacy Policy.
Ordering and Payment
Do I have to become a member before I order?
Guest checkout was discontinued from 1 Apr 2015, when GST was implemented. Every customer is required to register as a member before placing an order, in compliance with the Goods & Service Tax Act 2014 - all information provided adheres to our Privacy Policy. Membership also unlocks perks like easy checkout, discounts, special promotions and more.
How do I pay?
We use FPX as our payment processing gateway. For more information about payment methods, see Payment.
Do you collect credit card information?
We collaborate with a third-party payment provider for credit card processing. We don't have access to your credit card information, and we don't store it in our database.
How do I check my order status?
If you're a registered member, log in and go to your profile page, then click "My Orders" - your order status is listed there clearly.
Shipping and Delivery
How will my order be shipped?
All orders are carefully packaged before handing off to our courier. We use high-quality water-resistant padded envelopes for small orders; larger orders are boxed with padded bubble wrap or equivalent protection.
Read our Shipping page for more details.
How much is the shipping cost?
For Peninsular Malaysia, shipping starts from RM10.50. For Sabah and Sarawak, shipping starts from RM12.50.
Read our Shipping page for more details.
How do I qualify for FREE shipping?
Shipping is FREE nationwide for orders above RM3,500.
Buy Back, Return and Exchange
Can I sell silver & gold to you? Do you offer buy back?
Yes - you can sell to us easily. We buy back silver & gold bullion that we sold to you at the latest market pricing.
Read more at Selling Silver and Gold to Us.
Can I return an order and ask for a refund?
Due to the nature of fluctuating prices, all products sold are non-refundable.
Can I exchange an order?
If you're unhappy with your order, please email us at admin@bsm.my within 7 days. We examine each case individually, and are glad to offer a one-to-one exchange or equivalent if delivery fell below our usual standard.
Read our Return and Exchange policy for more information.
BuySilverMalaysia Storage Program (BSP)
What is the BuySilverMalaysia Storage Program (BSP)?
BSP lets you purchase precious metals from BuySilverMalaysia and have them stored on a segregated and allocated basis (i.e. you hold title to specific coins/bars) in highly secure storage facilities.
What are the requirements to open a BSP?
You must be above 18 years of age and possess a valid MyKad or other valid identification.
Are foreigners eligible to open a BSP?
Yes - all you need is a valid travel document.
Where is the bullion stored?
Precious metals held in BSP are stored in highly secure storage facilities, professionally managed and located in Malaysia. All precious metals in your account remain your property at all times - BuySilverMalaysia ensures they stay specifically identified (allocated) and physically separated (segregated) at all times.
How can I be sure the bullion is in the vault?
Your gold and silver are stored in formally recognised bullion storage facilities, managed by specialist vault operators who are leading providers of precious metal vault services and secure transportation. A photo of your storage parcel is included in your BSM account, and you can access your storage details 24/7 once logged into BuySilverMalaysia.com's member area.
How do I begin a BSP?
To subscribe, simply leave a message in the remarks column at checkout stating how many years you'd like to subscribe for - we'll handle the rest.
How much is the minimum amount to set up a BSP account?
There is no minimum in gold or silver, but a minimum fee of RM200 applies if the final fee works out below RM200.
Can I deposit any amount?
There is no minimum purchase required to join BSP - you can begin with as little as 1 ozt, but the minimum fee still applies.
How can I deposit metals not bought from BuySilverMalaysia.com?
Precious metals must be purchased from BuySilverMalaysia directly before storage - BSP currently caters to BSM customers only.
How can I take physical possession of my parcel?
You can take possession at any time. You can also sell the bullion back to BuySilverMalaysia and convert it to cash, at a preferred rate.
Who can access my BSP parcel?
No one, unless authorized by law or by you - only upon your authorization, legal requirement, or certain nominated circumstances of termination.
How can I withdraw part of the parcel? (e.g. 20oz out of 100oz stored)
For security and insurance reasons, once an item is taken possession of partially, we're unable to redeposit the balance. Alternatively, you can withdraw and terminate the initial BSP holding, and we can generate a new, separate storage parcel at the prevailing rate.
What quality is the gold or silver?
All bullion sold by BuySilverMalaysia is 99.9% silver or gold - refer to our webstore for details on individual items. We take measures to prevent tarnish on silver, but do not guarantee against it.
How do I get an update on my total storage?
Once logged into your BSM account on our webstore, you can view the amount and quantity of items stored in our vault.
Can I visit the storage facility to view my holdings?
Security vaults aren't designed to be publicly accessible - security precautions requiring an armed guard and two vault operators present at all times make on-demand public access impossible. We don't allow anyone to visit a storage facility directly, but can arrange viewing at our office for a fee (waived for your first viewing).
Why is a viewing fee needed after 30 days?
Once holdings are securely stored in the vault, additional process and cost is required to arrange each viewing - the fee covers transportation, security, and the administration needed to retrieve your parcel and prepare it for viewing.
How do I withdraw my parcel from BSM?
Inform us via email or phone and we'll arrange a date for the process. Once we receive your withdrawal request, we'll call to confirm your instructions. On the stipulated date, BuySilverMalaysia will dispatch the precious metals (or release them to your designated carrier) and collect a written receipt from you.
How do I claim my parcel if the company runs into financial or legal trouble?
BSP is an allocated storage service - the parcels and their contents are owned by you, the customer, and aren't reflected in BSM's financials, making them legally outside BSM's possession. Your parcel will be returned to you.
Do I need to pay the RM20 administration fee for a subsequent account?
RM20 is a one-time fee for first-time BSP customers only, covering the administration cost of setting up your information in our system. Any additional or add-on storage afterwards does not incur this fee.
