Start by signing in
Sign in before you contact us so we can offer personalised help with orders and objects.
Before contacting us we recommend that you message the buyer first if you have any concerns about your sale. This is usually the best way to address any issues.
Contact us via the help centre
A member of our team is always available to help. Before you reach our Customer Support team, we try to find an instant resolution to your question with an AI-assisted answer from our in-depth knowledge base.
Questions about a specific object or order:
You can select your orders or recently viewed objects and describe your question. Our AI assistant will provide an answer based on the information available for that object.
You can also contact us from your Orders page. Select the object you need help with and navigate to ‘Get support’ to ask your question.
General questions:
Select ‘Ask a question’ and our AI assistant will provide an answer based on the knowledge from our help centre.
If you still need help, select ‘Talk to customer support’ under the provided answer, and your request will be reviewed by our support team.
Available contact methods
Before submitting your request via the ‘Talk to customer support’ button, you'll be shown the most suitable contact method based on your situation. Options may vary depending on your request and the time you reach out.
These may include:
Email – always available for reporting issues or asking questions
Live chat or phone – depending on our support team’s availability
Note that we don’t offer a direct support email address. Contacting us through the Help Centre or your Orders page ensures your request is properly received and handled.
We offer in-house support in these languages:
Email and live chat: English, Spanish, Italian, French, Dutch, German, Chinese, Portuguese, Polish
Phone: English, Spanish, Italian, French, Dutch, German
Dispute resolution
If you reach out to us, we’ll open a case. Our goal is to reach a fair and reasonable resolution for all parties involved if a case is opened. We review cases impartially based on our policies, best practices, and expert guidance from our Trust & Safety team.
Potential resolutions include:
Partial or full refunds
Order cancellations
Account suspensions or restrictions
Law enforcement referrals (counterfeits, fraud, etc.)
While we aim to handle matters directly through our internal process first, we also respect users' rights to pursue approved external dispute resolution mechanisms if they remain unsatisfied. Please refer to the Dutch Consumer and Markets Authority’s website to find out which dispute resolution mechanisms have been approved.