How to follow your order on Catawiki
If the seller is shipping the object to you, you can follow your order at any time from your Catawiki account. After the seller adds a tracking code, we consider the item shipped. You will receive a notification and you can see the shipment details in your account.
To follow your order:
- Go to your order detail page in your Catawiki account.
- Check the shipping status and the estimated delivery date.
- Select the tracking button or link if it is shown. This will open the tracking page from the shipping company.
If the seller used a shipping company that we can fully track, you will see both a tracking link and updates on your order detail page.
If the seller used a shipping company that we cannot fully track, in the Shipping section of the order page you will still always see:
- the name of the shipping company
- the tracking code entered by the seller
You can use this information to track the shipment directly on the shipping company website.
Why tracking can look slow or incomplete
Shipping companies do not always send every step of the journey to us. It is common to see:
- long gaps between tracking scans
- the status not changing for several days
- fewer details on Catawiki than on the shipping company website
During these gaps, the shipment is usually still moving. The large majority of objects arrive without any problem within the estimated delivery date, even when the scans are delayed.
If the tracking on Catawiki does not show much information, you can copy the tracking code and search for it on the shipping company website. In many cases you will see more detailed scans there.
If it’s been five days after the estimated delivery date shown on your Order page and your order still hasn’t been delivered, Catawiki will send you an email or notification.
Your payment is safe
Your payment is held securely by Catawiki while your order is on the way. The seller only receives payment after the order is delivered and the buyer protection period ends without an issue being reported.
If the object does not arrive and there is a proven delivery issue, we will help you find a solution. If the order is cancelled because the object never arrives, you will receive a full refund. You will not lose your money if something goes wrong.
When to contact the seller
Before and around the estimated delivery date, our support team and you see the same tracking information. We cannot speed up shipping or see more than what the shipping company shares.
If:
- you cannot find the tracking information on the shipping company website using the code and shipping company name shown in your order, or
- the tracking page does not show any clear information about where the shipment is
then it is best to contact the seller first.
You can send the seller a message from your order detail page and ask them to:
- confirm that they used the correct tracking code
- confirm which shipping company they used
- share any extra information they received from the shipping company
In many cases the seller can quickly clarify where the shipment is.
When to contact our support team
If all of the following are true:
- the estimated delivery date has passed
- tracking shows no progress for one week, or you cannot get any useful information from the shipping company
- you have contacted the seller and they have not replied for several days or cannot give a clear answer
then please contact our customer support. We will review the tracking, check with the seller if needed, and help you with next steps. This can include a refund if the shipment is lost or never arrives.