Help for buyers
Most asked
I've paid for my object. Why haven't I received it yet?
It is always frustrating when an order takes long to arrive, especially with international shipping. There can be a number of reasons why this happens. Within this article, we hope to put your mind at ease and offer some solutions and guidance on the topic.As soon as the seller ships your order, we’ll email you to let you know. You can track your order via the button in the email or on your order detail page. On the order detail page, you’ll see an estimated delivery date and a shipping status. Find out more about what the shipping statuses mean here. Make sure to check that the tracking info you’ve received is correct and is updating consistently. If you can’t find the tracking info or it’s past the estimated delivery date and you still haven’t received your order, we encourage you to message the seller. Find out how to message the seller here. Because the seller arranged shipping, they’ll be able to reach out to the shipping company to ask about your order.If your order still hasn’t arrived 22 days after it was shipped, we’ll email you. Make sure to follow the instructions in that email. Specifically, let us know within 3 days of receiving the email if your order hasn’t arrived.You can also reach us through the contact us button below.If your object has arrived damaged or not as described, please click the appropriate article link, as we have further guidance on how to approach these situations. 
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 UKSellers 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
It is the sellers responsibility to ensure that the description of the objects listed be complete and accurate. We strongly recommend that you read through the description thoroughly, and review the images carefully if you are wondering about a specific aspect of the object.With that said, if you are reading this article, the chances are that there is something missing from one of the descriptions of an object you are interested in. We do our utmost to prevent this, and as you can imagine when tens of thousands of items are listed each week, things will slip through the gaps. Further informationShipping informationNot as describedIf you require further informationIf you notice any essential missing information, or have a specific question about the object you want to place a bid on, and has not been clearly communicated, we would like for you to contact us by clicking the button below. One of our experts or support specialists will be able to assist you further. Please ensure that you highlight in detail what the question is, and provide any supporting material.With 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. If this is the case, we strongly advise that if you want to place a bid, that you do so based solely on the information you have in that moment, as a bid will enter you into a binding contract. Shipping information.Our experts and support specialists generally cannot answer any questions you might have in relation to the shipping of a specific object. As the messaging service between buyer & seller only opens after a payment has been made, should you have any shipping questions that are pertinent to a sale, please reach out to us with the button below 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.We also offer an assortment of articles that may be helpful for shipping related questions.Items not as described.In the event that you receive an object, and it is not as described within the description or images, we have a specific set of guidelines for you to follow, so that we may better assist such a situation. Please follow the instructions within the following article if this scenario is affecting you. This is also applicable if you believe the object's authenticity is in question.
I can't sign in. What should I do?
If you are having some trouble whilst logging into your account, we would like to suggest the following checklist to ensure that everything is set up correctly. Some or all of these may not be applicable to your situation, and we would like to ensure that they are checked beforehand.Ensure your account is activated - 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.Remember that your password is case sensitive. - Make sure CAPS LOCK on your keyboard is turned off, and that you give attention to the spelling of your password. Delete cookies - Sometimes if you change your password, your web browser may have stored your old login credentials, and attempt to use them when you try to access your account, causing an issue. If this is the case, please ensure you either update your stored password, or delete your cookies and login again.If, after taking these steps, you continue to experience issues, we kindly ask that you contact us and provide the following information. This will help us with identifying any issues, and forward the report along to our development team where necessary. When did you first experience the issue and was it working normally before?Describe the steps you took which resulted in this issue. Please be as specific as possible. Include which link you used, which action results in the issue, or if there's an error messageWhich device, browser and operating system are you using to access the Catawiki website? Please specify your device type (PC, laptop, mobile, tablet, etc.). You can check your browser and operating system here Do you experience the same problem with accessing the Catawiki website via a different device?Please provide us with a screenshot that illustrates the issue you are encountering. You can check how to make a screenshot on your device hereFurthermore, if you have broken any of the rules within our Terms & Conditions, your account may be suspended. If this is the case, please note that you are no longer permitted access to the account. You would have received a message to the email address linked to the account in question, outlining the reasoning behind this decision. 
What should I do if the seller isn’t responding to my messages?
In our experience, most sellers respond within 48 hours, and we certainly encourage them to be both responsive and cooperative with their respective buyers, in order to resolve any situations that may arise. As the sellers that use our platform are based all over the world, it might take some time for the seller to get back to you, and as such we do encourage patience. With that said, 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.If you are also in the process of a claim with a seller, or are about to begin one, we would strongly recommend reviewing our articles on the various claims here. In addition to this, it is prudent to send a message to both the seller and us as soon as possible, so that we can provide assistance. Our claims processes are fairly streamlined, and if you wish to open a claim, please contact us from the appropriate article, so that the request is filtered accordingly.
What should I do if my object has been delivered and does not conform to its description?
If your object has been delivered, and unfortunately does not conform to its description, or you believe that it is inauthentic, it is important to ensure you contact us within 3 days after delivery was made (the exact date will be recorded through Track & Trace). At the same time, 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.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 you contact us, there will be a set of instructions requesting some additional details on the situation. Please ensure that you provide this information so that we can better resolve your case.The information includes:At least one picture in which the item is shown in its entirety, plus at least two more detailed and sharp pictures that clearly show the object in the state you received it.At least two pictures of the packaging, in which the label is clearly visible and legibleA detailed description of the object in the state you received it, highlighting the main differences compared to the seller's description of itPlease click here to see some advice of the images we require. If you are trying to highlight a mechanical issue, or something that will not translate well with a photograph, please forward a video recording or any other material you feel would better suit the situation.Please note: If you believe that the object is not authentic, 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.
Get faster support with our live chat feature
Need to talk to a human or can’t find what you’re looking for in our Help Centre? Use our chat feature in the Catawiki app to better help solve issues and get the answers you need more quickly. With the chat feature, you can connect with someone from our customer support team to get live assistance. We can currently chat with you in English, Italian, Dutch, French, Spanish, German and Chinese.Where to find the chat featureThe chat feature is only available in the Catawiki app, and can be accessed from almost all our Help Centre articles. To find it, follow these steps:In the app, click on the profile icon on the bottom of the screen.Scroll down and click on ‘Customer Support.’Click on any Help Centre article (note: some articles related to ‘object not delivered’ will not have the chat feature).Scroll down to the bottom of the Help Centre article and click ‘Contact us.’ You’ll see the chat feature there. You can also access the chat feature via a link on any object’s page within the app. On the object’s page, scroll down until you see the ‘Buying safely’ section. Click on ‘Get in touch via our Help Centre.’ You’ll then be routed to the Help Centre where you can access the chat feature via our articles. Once you start using the chat feature, we’ll ask you some questions via our automated system to better understand what you’re looking for. You’ll then be connected to someone from our customer support team. We can’t wait to chat with you!