To ensure a smooth delivery experience for buyers and prompt payout for you, all sellers – regardless of shipping method – must follow these rules:

Understand your responsibilities as a seller

When you choose to ship an object, you ship under your own contract with the shipping company. This applies whether you use smart shipping or buy your own label. You are responsible for following both our Seller Terms and the shipping company’s requirements.

• You are responsible for the full execution of the shipment, including loss, damage and compliance with shipping company rules
• After the buyer has paid, prepare and send the package promptly using a trackable service
• If anything happens during delivery, contact the shipping company yourself to resolve it, for example to arrange redelivery or retrieve the object
• Keep buyers informed through the Message Centre and respond to their messages
• If something goes wrong in transit, update the buyer so they know what to expect

Ship promptly

• Ship the object within 3 working days of buyer payment
• A shipment is only considered shipped once the package has been handed over to the shipping company and a valid tracking event is available
• Shipping late will negatively affect your seller scores in the Performance dashboard and may limit your ability to sell on Catawiki
• If you do not ship the object at all and the order must be cancelled, this will also impact your seller scores and is a breach of your Seller Terms which may lead to account restrictions, penalties or suspension
• Repeated delays or failures to ship can result in cancelled sales and recovery of any related costs under the Seller Terms

Using smart shipping?

• Generating a label isn’t enough – we track live shipping company updates, so ensure the package is handed over to the shipping company and in transit.
• You must provide the correct size and weight of the package. Incorrect details may lead to surcharges from the shipping company.

Using manual shipping?

• Sellers must update tracking within 3 working days of buyer payment. Delays in entering tracking can delay payouts.
• Simply entering a tracking code isn’t enough:
  • Ensure the package is handed over to the shipping company and in transit. Tracking must show that the shipment is active. Buyers will be concerned if they cannot track the shipment
  • The tracking code must be valid. Invalid tracking codes will lead to buyers reaching out to you and will prevent Catawiki from automatically paying you out 3 days after the shipping company delivery event.

Use traceable shipping only

• Always choose a reliable shipping company that provides tracking and proof of dispatch.
• We do not accept untraceable shipment methods. Untraceable methods will delay your payout as we cannot receive a Delivery event from the shipping company.

Insure valuable objects

• We recommend adding insurance to your shipment, particularly for high-value or fragile objects. 

Comply with international laws 

• Follow all customs regulations and shipping restrictions when sending goods across borders.
• Pro sellers must also provide all required documentation for customs clearance.

Package securely

• Ensure your object is well-packed to avoid damage during shipping. You can read more here.

Responsibility for correct buyer address use

• Sellers must always ship to the address provided in the Catawiki order unless mutually agreed otherwise with the buyer. Note that not using the address provided on the order page can lead to delivery issues or disputes which may affect the outcome of a case.

Manual shipping – customs duties and taxes (non-EU shipments)

Declare your shipment correctly so it’s clear who is responsible for duties, VAT, and import taxes. Incorrect declarations can cause delays, fines or object seizure.