While Sellers are expected to ship their object within 4 days after you've paid, sometimes it might take longer due to the special nature of the object. Our data shows that most sellers ship within 2 to 8 business days with no issue. If your seller has not shipped within that time, do not worry. This can happen for many reasons and your payment is still safe with us.
We already remind the seller from our side to ship the item. We send them automatic reminders after the first few days. Most sellers respond to these reminders and ship shortly after.
You can keep an eye on the order detail page in your account. As soon as the seller adds a tracking code, you will see it there and you can follow the shipment.
If you would like more clarity while you wait, you can also send the seller a message through the order page and ask when they expect to ship your item.
Your payment is safe
Your payment is held securely by Catawiki while the seller prepares and ships your order. The seller only receives payment after the order is delivered or after the buyer protection period ends without an issue being reported.
If the seller does not ship or clearly tells us that they will not ship, your order will be cancelled and you will receive a full refund. The seller will not receive your payment in that case. You will not lose your money if something goes wrong with shipping.
When to contact us
If you are happy to wait a bit longer for this special object and the seller has told you they will ship later, you can simply continue to wait and follow the updates on your order detail page. It can also help to send the seller a short message to confirm that you agree with the new shipping date.
If the seller has still not shipped after nine business days and you prefer not to wait any longer, please then contact our customer support. We will then help you cancel the order and refund your payment in full.
Before that time, our support team sees the same information that you see on your order page and cannot speed up shipping. The fastest way to get an update before nine business days is to message the seller directly.
We also monitor how sellers behave. If a seller is often very late to ship or does not ship at all, we take action on their account so this does not keep happening to other buyers.