Help for buyers
Most asked
I've paid for my object. Why haven't I received it yet?
There are a number of reasons why your order could be taking some time to arrive. For example, if the seller lives in a different country to you, shipping might take longer. As soon as the seller ships the object, we’ll send you an email which you can use to track it. You can also track it in the order details. This will give you an idea of what stage of the shipping process it’s in and whether it’s been held up at a particular stage. You can also check the estimated shipping time in your object's order details to see when you can expect it to arrive.If you can’t find the tracking information or it’s taking longer than the estimated shipping time, reach out to the seller. We recommend contacting them in English or in their own language.You can find this information on the order page under 'My won lots'.If your object has not been delivered within 20 days of arranging shipping, let us know. That way, we can make sure your payment doesn’t go through to the seller until all issues are resolved.
I want to cancel my purchase
In compliance with the EU Consumer Rights Directive’s right of withdrawal, our cancellation policy allows you to cancel your purchase if all of the following conditions apply:     - Object was sold by a Pro seller     - You live in a country within the European Economic Area (EEA) or the UK     - Object wasn’t purchased professionally     - Object isn’t considered an investment good (i.e. diamonds, bullion, etc.)     - You’re within 14 days of the order being marked as delivered     - You haven’t viewed the object in-person prior to purchasingImportant to note: If you choose to cancel, you’ll be responsible for the shipping costs to send it back to the seller. We can only refund you once the purchase has been received by the seller. You can request to cancel from your cancellations page. Just select the object you’d like to cancel and follow the prompts.You can find more info on our cancellation policy and the right of withdrawal here.
Catawiki and Brexit: What you need to know
Selling and buying objects to or from the UK will be affected by changes related to the UK’s recent departure from the EU. Here you’ll find everything you need to be aware of. We’ll keep this page updated if legislation changes, so check back for the latest info. FAQDoes the right of withdrawal scheme still apply? If you’re a buyer based in either the European Economic Area (EEA) or the UK, nothing changes. You’re still eligible for the EU’s right of withdrawal scheme. If you’re a professional seller in the UK, nothing changes. Buyers that live in the European Economic area (EEA) as well as the UK still have the right of withdrawal. Shipping between UK and EUCustoms clearance is now required for all goods moving between the UK and the EU, including return shipments. The seller will need to declare the goods they’re sending by completing a commercial invoice. This can be found on the relevant shipping company website. As a seller, do I need an EORI number now?As of 1 January 2021, you’ll need an EU Economic Operators Registration and Identification (EORI) number if your business was established in the EU and  imports from or exports to the UK, when you file an export declaration, or a service provider/customs agent files the customs declaration on your behalf.An EORI number is not required if you use a logistics provider (i.e. shipping company) to handle customs declarations. EORI numbers are provided by national authorities (full contact list is available here). Is my personal data still safeguarded in transactions involving the UK?Yes, the current setup of the EU’s General Data Protection Regulation (GDPR) still applies to UK sellers and buyers. No related changes are expected until at least 1st May 2021. If I’m based in the UK, can I still file a claim with the European Online Dispute Resolution (ODR)?No, buyers and sellers in the UK are no longer eligible for this service. Cultural heritage goodsIf you’re selling cultural heritage goods from the UK, you’ll now need a license. You can find more detailed information on what goods fall under this category here. There aren’t any licensing requirements for importing objects of cultural interest into the UK. However, if buyers are importing items from the EU to the UK or a country outside the EU, they’ll need to comply with the individual country’s export licensing requirements. More info about these rules can be found herePlant and animal specimens on the CITES list The UK implements the Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES) and the relevant regulations still apply.Buyers and sellers will need an import or export license for the UK, and sellers will need to file a customs declaration. Additionally, species covered by CITES can only enter and leave the EU through designated customs posts.Excise goods (e.g. mineral oils, alcohol and tobacco) New rules apply for the UK when importing or exporting excise goods.Import from UK to EUExcise goods are subject to excise duty and strict controls upon entry into the EU but also inside the UK (for Northern Ireland a separate arrangement is in place). This means that excise goods shipped from the UK to the EU and inside Great Britain will incur excise duty liability.Sellers will need to submit an electronic customs export declaration. A separate regime applies for exporting excise duty-suspended goods.Detailed info Export from EU to UK Sellers from the EU exporting to the UK must complete a customs declaration and use the relevant customs procedures when they arrive at the place they enter into the UK.Detailed info WineFor the import and export of wine to and from the UK please find detailed information here. VAT and customsThe new legislation on objects being sold and purchased between the UK and the EU is very complex and varies case by case.  Unfortunately we’re not able to give you any detailed advice that covers all situations, so we strongly recommend that you contact your local tax advisor for guidance. Please also check the HMRC website.EU seller and UK buyerIf an object meets the following criteria: sold after 1 January 2021 by a professional sellershipped from outside the UK (or from inside the UK by a non-UK seller)won by a buyer with a shipping address in the UKthe highest bid was below 135 GBP (excluding VAT, custom duties, shipping costs and commission) or the equivalent amount in Euros or USD. (Note: there is no limit on the highest bid for objects shipped within the UK by a non-UK seller)not considered excise goodsThe buyer doesn’t have to pay any additional VAT when they receive the object. We’ll then pay the amount due to the HMRC (UK tax authorities). For all other objects, buyers will be responsible for paying any applicable VAT and customs fees. The VAT and custom fees depend on the type and origin of goods and only apply if the intrinsic value is more than 135 GBP. In most cases, this will be charged by the shipping company to the buyer before they can receive the package. If you’re a seller from the EU, it’s important to make sure your UK buyers are aware of these additional costs. We recommend including a note about it in your object description.  UK seller and EU buyerIf an object is shipped from the UK to the EU, the EU buyer will be responsible for paying any applicable VAT and customs. The VAT and custom fees depend on type, origin, and value of the goods. In most cases, this will be charged by the shipping company to the buyer before they can receive the package. If you’re a seller from the UK, it’s important to make sure your EU buyers are aware of these additional costs. We recommend including a note about it in your object description. 
I have a question about the details of an object
Sellers are responsible for making sure that object descriptions are complete and have the correct information, always read through the description thoroughly if you are wondering about a specific aspect of the object. In case you're wondering, specifically, about some aspect of the shipping of the object, please also have a look through our Frequently Asked Questions on that subject.If you notice any essential missing information or have specific questions about the object you want to place a bid on, that have not been answered by the provided information, please contact us by clicking on the button below. Include your question and any relevant information in your message and we'll try to get back to you as soon as we can. Given the global nature of our platform, and us or our sellers not being able to answer all questions directly, please be aware that we may not be able to provide an answer before the auction closes. In addition, our expert generally cannot answer any questions you might have in relation to the shipping of a specific object, please reach out of us here if you've got questions about shipping. The sooner you send in a message to us, the higher the chance is that we'll be able to answer you in time.
I can't sign in. What should I do?
You can only sign in with an activated account. In order to activate your account, you will need to click on the link in the confirmation email you received from us when signing up. Please consider that your password is case sensitive. Make sure CAPS LOCK on your keyboard is turned off.
What should I do if the seller isn’t responding to my messages?
In our experience, most sellers respond within 48 hours. Since we have sellers from all over the world, it might take some time for the seller to get back to you. If after reaching out to the seller your question still hasn't been answered, please contact us by clicking on the button below. Include your question and any relevant information in your message and we'll try to get back to you as soon as we can.
What should I do if my object has been delivered and does not conform to its description?
If your object has been delivered, but unfortunately does not conform to its description, or you believe that it is fake, we advise you to contact the seller directly to share your concerns with them in an effort to come to a mutual solution. In said message to the seller, please attach pictures of the object you received to support you in explaining your concerns.If the matter is not solved through direct contact with the seller, please make sure to inform us within 3 days after delivery was made (the exact date will be recorded through Track & Trace). Please be aware that once this 3 day period has expired, your payment will be released to the seller and we can no longer open a claim on your behalf or guarantee a refund. When contacting us on this topic, please include:- At least 3 photos of the object in the state you received it- At least 2 photos of the package (where the label is clearly visible)- A detailed description of the object in the state you received it, highlighting the main differences compared to the seller's description of itPlease note: If you believe that the object is fake, please send us the photos as requested above as well as a copy of all supporting documents that would support the object not being authentic.