If there’s an issue before delivery, while the shipment is in transit

Sellers are fully responsible for preparing, packaging, and shipping your object, from the moment the order is placed until it’s delivered. This includes managing any issues that may come up during transit, like damage, loss, or returns, and making sure the shipment meets the shipping company’s requirements.

If something goes wrong in transit, the seller is expected to contact the shipping company to resolve it and to stay in touch with you via the Message Centre.

Catawiki doesn’t handle the shipment itself. We’ll only step in to help resolve clear issues that occur during transit (in particular: those where a  buyer refund needs to be processed) or when delivery is delayed past the expected delivery date. For all other shipping-related matters, the seller remains responsible.

If there’s an issue after delivery
If you notice a problem with your order, please report it within three days of delivery. The delivery date is verified through Track & Trace.

After this three-day period, your payment will automatically be released to the seller, and we’ll no longer be able to open a claim for you.

How to resolve the issue
Always contact the seller first, as this often helps resolve the situation more quickly.

Possible solutions (if the seller agrees) include:

• Partial refund — the amount is agreed between you and the seller.
• Replacement of the object, if the seller can provide one in similar condition and value.
• Cancellation and full refund, provided:
  • the seller agrees to the return
  • the object is returned in the same condition it was received
  • the refund is processed once the seller confirms they’ve received the returned object

Note: Return shipping costs may be your responsibility.