Customer Service – FAQ
REGISTRATION PROCEDURE
Can I make purchases without an account?
No, an active account is required to make purchases. If you have not yet registered, please refer to the "New Registration and Sales Procedures" section on the homepage and follow the instructions to register or complete your registration.
How do I register?
To register, complete the registration form available at anagrafica.cfn.va. During the registration process, you will be asked to enter the required information, upload the necessary documents and complete the video identification procedure. Once you have submitted your registration request, you will receive a confirmation e-mail from CFN.
Which documents can I use for registration?
You may use either a valid Identity Card or Passport. The document must be legible, complete and valid. The type of document used during the video identification procedure must be the same as the one uploaded during registration.
Photocopies of identity documents and tax identification cards used as a substitute for a valid identity document are not accepted during the video identification procedure.
How does the video identification procedure work?
To complete your registration, you will need a computer or smartphone equipped with a webcam and should carry out the procedure in a well-lit environment. During the video identification process, you will be asked to show your face together with both the front and back of your identity document, following the instructions displayed on the screen.
What happens if the video identification procedure is unsuccessful?
If the images are not sufficiently clear, if your face is not clearly visible, or if the document shown during the video identification procedure does not match the document uploaded during registration, the identification procedure cannot be completed and your registration request will be rejected.
How long does the registration process take?
Processing times may vary depending on the number of registration requests received. Your registration will be considered complete only after you have received the confirmation e-mail from CFN.
CFN shall not be held responsible for any processing delays that may prevent you from making purchases
Is my registration complete once I have uploaded all the required documents?
No, uploading the required documents and completing the video identification procedure does not automatically activate your account. Your registration will only be completed once you receive the confirmation e-mail from CFN.
Can I have more than one active customer code?
No, each registered customer may have only one active customer code.
Registration is reserved for individuals who are at least 18 years of age and for duly established and active legal entities.
Can I update the e-mail address associated with my account?
Yes, you may request to update your e-mail address by sending an e-mail specifying the requested change to anagrafichecfn.economia@scv.va.
Why was my registration rejected?
Your registration may be rejected, for example, if:
· the uploaded documents are illegible, incomplete or invalid;
· the document used during the video identification procedure does not match the document uploaded during registration;
· your face or identity document is not clearly visible during the video identification procedure;
· photocopies of identity documents or only a tax identification card have been used instead of a valid identity document.
To complete your registration successfully, please ensure that you carefully follow all the instructions provided throughout the registration process.
ORDERING AND PURCHASE PROCEDURE
How are numismatic issues distributed?
The previous pre-allocation system is no longer in place.
Does adding items to my shopping cart reserve them?
No, adding items to your shopping cart is for selection purposes only. Product availability is verified only when you submit your order.
How do I know if my order has been accepted?
You will receive a confirmation e-mail from CFN. Order acceptance is subject to verification of the availability of the requested items.
How can I check the status of my order?
Once your order has been placed, you will receive an e-mail notification each time its status changes. You can also view the history and current status of your orders by logging into your personal account.
TAXES AND IMPORT CHARGES
Are coins and stamps subject to taxes or fiscal charges?
Yes. The applicable tax treatment may vary depending on the product category purchased. Depending on the type of product, specific taxes or charges may apply to:
· philatelic products (stamps);
· collector coins;
· circulation coins;
· gold coins.
How are taxes and import charges calculated?
For countries included in the list published in the "Information" section of the website, any applicable customs duties, taxes and import charges are calculated automatically and included in the final price at checkout.
The surcharge applied to the sale price of philatelic and numismatic products distributed by CFN is determined according to the tax regulations in force in the destination country, taking into account the portion of Vatican-related charges associated with export operations. These values are reviewed periodically to ensure compliance with changes in the applicable regulatory framework.
What happens if my country is not included in the list?
If your country is not included in the published list, you must contact CFN before placing your order at orders.cfn@scv.va to arrange the applicable payment and shipping procedures.
Is CFN responsible for unexpected charges upon delivery?
No, CFN cannot be held responsible for any additional costs, delays, customs holds or other charges resulting from customs requirements that could not reasonably be foreseen or that are imposed after the order has been placed.
PAYMENTS AND REFUNDS
What payment methods are accepted?
Payment can only be made by credit card directly through the Website, using the payment circuits indicated during checkout. Credit card details are transmitted through a secure connection directly to the financial institution managing the transaction on behalf of CFN.
How is a refund processed?
Where possible, the refund will be issued to the same credit card used for the purchase. If this is not possible, CFN will process the refund by bank transfer, following receipt of the required bank details sent to orders.cfn@scv.va.
How long does it take to receive a refund?
The time required for the refund to be credited back to the card depends exclusively on the financial institution and the banking system. In the case of a refund by bank transfer, the amount will be credited within 45 days from receipt of the required bank details.
SHIPPING AND DELIVERY
To which address are orders shipped?
Orders are shipped to the delivery address associated with your account at the time of registration. Please note that you may indicate a delivery address different from your main address. However, it is not permitted to provide delivery details referring to third parties who are not associated with the user, nor to enter a delivery address using the wording “C/O” followed by the name of another person. Before completing a purchase, please ensure that your address details are correct and up to date.
Can I request a change of delivery address after payment has been made or request delivery to a post office box?
No, after payment has been completed, it is not possible to change the delivery address or request alternative delivery methods, such as delivery to a post office box.
Which countries do you ship to?
CFN ships to countries where a reliable delivery service can be guaranteed. The list of supported countries is available in the "Information" section of the Website.
How long does shipping take?
Shipping is generally scheduled within 90 days from the confirmation of payment for the order. This timeframe is indicative and may vary depending on the destination, customs procedures, courier operations or any force majeure events.
How can I track my shipment?
When the shipment is handed over to the carrier, you will receive the tracking code by e-mail or SMS, if provided by the carrier. You can also check the status of your shipment in your personal account, under the "Order History and Details" section.
What should I do if I do not receive my order?
We recommend to always monitor the updates provided through the shipment tracking code. If the delivery does not take place by the date indicated in the tracking system, you must report it within 10 days by sending an e-mail to orders.cfn@scv.va, indicating in the subject line: "FAILED DELIVERY – [order number]". After this deadline, it will no longer be possible to request a refund.
What happens if the carrier is unable to deliver the parcel?
If the recipient is unavailable, the carrier may make another delivery attempt or provide instructions for collection at a designated holding point or UPS Access Point.
Can I request shipping by registered mail or insured mail?
No, orders are shipped exclusively the carriers designated by CFN.
WARRANTY FOR LACK OF CONFORMITY
What should I do if the item is defective?
You must report the defect within 8 days from delivery by sending the notification form available on the Website to orders.cfn@scv.va, indicating in the subject line: "WARRANTY – [order number] – [invoice number]".
How can I return the item?
The item must be returned within 14 days from the notification, in its original packaging, complete with all accessories and adequately protected for transport. Do not apply labels or adhesive tape directly to the original packaging.
What should I do if the parcel arrives damaged?
Upon delivery, where possible, please check that the external packaging is intact and that the number of parcels received corresponds to the information indicated in the transport document. If the parcel shows visible damage, you must sign the delivery with specific reservation of inspection (for example: "Accepted with reservation due to damaged parcel") and report the damage within 8 days by sending an e-mail to orders.cfn@scv.va, attaching photographs of the damage and indicating in the subject line: "SHIPMENT DAMAGE – [order number]".
What should I do if one or more items are missing from my parcel?
If, after delivery, you find that one or more items are missing compared to your order, you must report it within 8 days by sending an e-mail to orders.cfn@scv.va and indicating in the subject line: "PARTIAL SHIPMENT LOSS – [order number]". CFN will verify the report and, if confirmed, will refund the missing items in accordance with the General Terms and Conditions of Sale.
Who covers the return shipping costs?
If the lack of conformity is acknowledged by CFN, both the price of the item and the documented return shipping costs will be refunded. If the defect is not acknowledged, all costs will remain the responsibility of the Customer.
ORDER CANCELLATION AND RIGHT OF WITHDRAWAL
Can I modify or cancel an order already placed?
No, once the purchase request has been submitted and payment has been completed, it is not possible to modify the items ordered or the delivery address. Where the conditions provided for in the General Terms and Conditions of Sale are met, the Customer may exercise the right of withdrawal within the applicable terms and according to the procedures provided.
In the event of a valid exercise of the right of withdrawal, the refund will only cover the cost of the returned items. Return shipping costs and any customs charges incurred for the return shipment shall remain the responsibility of the Customer.
How can I exercise my right of withdrawal?
You may exercise your right of withdrawal within 14 days from delivery by sending the withdrawal form available on the Website or by sending a written communication to orders.cfn@scv.va.
When will I receive my refund?
After receipt and verification of the returned item. The refund will be issued using the same payment method used for the purchase or, alternatively, by bank transfer (following submission of the required bank details).
ACCOUNT AND PROFILE MANAGEMENT
How can I update my personal or shipping information?
By writing to:
• anagrafichecfn.economia@scv.va (for Italian)
• cfn.registration@scv.va (for other languages)
Updates must be made before placing an order.
PERSONAL DATA PROCESSING
How is my personal data handled?
In compliance with the General Data Protection Regulation of the Vatican City State (Decree No. DCLVII of April 30, 2024).
Where can I read the privacy policy?
You can read it at the following link: Privacy Policy on Personal Data Processing