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Help Centre
Most asked
I've paid for my item. Why haven’t I received it yet?
There are a number of reasons why your order could be taking some time to arrive. For example, if the seller lives in a different country to you, shipping might take longer. As soon as the seller ships the item, we’ll send you an email which you can use to track it. You can also track it in the order details. This will give you an idea of what stage of the shipping process it’s in and whether it’s been held up at a particular stage. You can also check the estimated shipping time in your item’s order details to see when you can expect it to arrive.If you can’t find the tracking information or it’s taking longer than the estimated shipping time, reach out to the seller. We recommend contacting them in English or in their own language.All of this information can be found on the order page that you can find in Your Won LotsIf your lot has not been delivered within 20 days of arranging shipping, let us know. That way, we can make sure your payment doesn’t go through to them until all issues are resolved.
I have a question about the content of a lot
Sellers are responsible for making sure our lot descriptions are complete and have the correct information, always read through the description thoroughly if you are wondering about a specific aspect of the lot. In case you're wondering, specifically, about some aspect of the shipping of the lot, please also have a look through our Frequently Asked Questions on that subject.If you notice any essential missing information or have specific questions about the object you want to place a bid on, that have not been answered by the provided information, please contact us by clicking on the button below. Include your question and any relevant information in your message and we'll try to get back to you as soon as we can. Given the global nature of our platform, and us or our sellers not being able to answer all questions directly, please be aware that we may not be able to provide an answer before the auction closes. In addition, our expert generally cannot answer any questions you might have in relation to the shipping of a specific lot, please reach out of us here if you've got questions about shipping. The sooner you send in a message to us, the higher the chance is that we'll be able to answer you in time.
What should I do if the seller isn’t responding to my messages?
In our experience, most sellers respond within 48 hours. Since we have sellers from all over the world, it might take some time for the seller to get back to you. If after reaching out to the seller your question still hasn't been answered, please contact us by clicking on the button below. Include your question and any relevant information in your message and we'll try to get back to you as soon as we can.
What should I do if my lot has been delivered and does not conform to its description?
If your lot has been delivered, but unfortunately does not conform to its description, or you believe that the item is fake, we advise you to contact the seller directly to share your concerns with them in an effort to come to a mutual solution. In said message to the seller, please attach pictures of the item you received to support you in explaining your concerns.If the matter is not solved through direct contact with the seller, please make sure to inform us within 3 days after delivery was made (the exact date will be recorded through Track & Trace). Please be aware that once this 3 day period has expired, your payment will be released to the seller and we can no longer open a claim on your behalf or guarantee a refund. When contacting us on this topic, please include:. At least 3 photos of the lot in the state you received it. At least 2 photos of the package (where the label is clearly visible). A detailed description of the lot in the state you received it, highlighting the main differences compared to the initial lot descriptionPlease note: If you believe that the item is fake,  please send us the photos as requested above as well as a copy of all supporting documents that would support the item not being authentic.
Can I withdraw an item I have offered for auction?
If a lot you've offered up for auction is no longer available or you are unable to deliver the lot according to its description, e.g if it is lost or damaged while the auction is ongoing, then please inform us. Based on your notification, the lot may be removed from the auction or we may be forced to cancel the transaction. We will ask you to provide documents, files or other forms of proof that support your notification. Depending on the circumstances, you may be held liable for any damages caused by such removal or cancellation.
When and how do I arrange the pick-up of an item?
If your lot has not been picked up, you need to contact the buyer to come to an agreement about the collection. The buyer is obligated to collect the lot, and as the seller, you are required to keep the lot available until the buyer collects it. You can contact the buyer through your order detail page. If the buyer doesn't respond or doesn't collect the lot within 10 days, please contact us and we will mediate to solve the problem.If a third party is involved in the collection of the lot, the buyer will take the resposibility for the whole process. We recommend that you, in case of a specific pickup situation, first gain more information from the buyer. Don't give a lot away without being sure that it is an official collection from the buyer.If the buyer selected the pickup option but now wants to arrange for shipment of the lot, both of you can come to an agreement. If the lot was set as 'Pickup required', we advise you to be more flexible and cooperate to meet the needs of the buyer and don't lose the sale.
Seller - Feedback Policy
It is highly important for us to be able to provide a reliable and safe experience for both buyers and sellers. In order to do so, we provide our buyers the possibility to give feedback related to their purchases. Furthermore, we understand our sellers value feedback that reflects the services they deliver and it helps them grow as a reliable seller on our platform. In this light, we allow sellers to react to feedback and, if the feedback is not in accordance with this Policy, sellers may request that Catawiki remove or adjust the feedback in question. To ensure feedback is both constructive and fair, we expect both our buyers and sellers to stick to the following feedback rules and removal conditions. If you have any questions, you can also take a look at our FAQs.How to respond to feedbackIf the feedback given contains a comment from the buyer, the seller is able to respond. This reaction will be publicly visible. When reacting to feedback, we expect you to respect the following:Do’s: Use a friendly and polite tone.Contact the buyer directly to resolve any issues as soon as possible. Find out how to contact the buyer here.Don’ts:Don’t use any insulting, harassing, discriminating or otherwise inappropriate language. Don’t include any personal data (such as name, address or phone number) of others in your reaction.Don’t react to feedback in a way that goes against our Terms and Conditions.Please note:You are able to react to the buyer’s feedback within 90 days after the feedback has been left. We strongly encourage our buyers and sellers to resolve any issues between themselves. To support this, buyers are also able to adjust their feedback within this 90 day period. If you have resolved an issue for a buyer or have come to an agreement with them, you are free to politely ask the buyer to adjust their feedback.Does Catawiki adjust buyer feedback/seller reactions?In general, Catawiki does not change or remove any feedback. However, Catawiki reserves the right to, at its discretion, either remove, neutralise or adjust feedback on request. We do so only if the situation justifies this in accordance with this Policy. Such requests can be sent to our Customer Support team via our contact form.Catawiki entirely removes buyer feedback/seller reactions only if:A user is violating Catawiki’s Terms and Conditions The feedback relates to an error or issue that is not caused by the customer but clearly caused by CatawikiThe feedback relates to a different purchase or to activities of another sellerThe feedback represents a claim, which should be thoroughly investigated via our claim process. However, the buyer has not yet contacted us and/or the seller to open such a claim.*→ We strongly encourage the seller to reach out to the buyer to resolve the issues the buyer reports in the feedback.Catawiki adjusts or partially removes (reactions to) feedback only if:The buyer’s feedback or seller’s reaction contains inappropriate language or personal information of others → Catawiki will only remove the relevant unaccepted wording, the rest of the feedback will remain visible.The feedback relates to events that are widely out of the seller’s control (e.g. customs issues, delivery time by the carrier, buyer absent at the time of delivery, parcel lost by shipping company, force majeure)→  Catawiki will neutralise the feedback and add a public comment to explain why.→  We strongly encourage the seller to open an investigation with the shipping company to resolve the situation. The feedback is related to a claim which has been investigated following our claim process and has been concluded as unjustified.*  → Catawiki will neutralise the feedback and add a public comment to explain why.A seller managed to resolve the issue to the buyer’s satisfaction without the need for a decision by Catawiki.*→ Catawiki will neutralise the feedback and add a public comment to explain why.Catawiki does not remove or adjust (reactions to) feedback if: The feedback relates to delivery errors that are considered to be within the seller’s control (e.g. shipping later than within 3 business days of payment, insufficient packaging, unreasonable shipping costs**)The feedback is related to a claim opened with Catawiki which has been investigated following our claim process and has been concluded as justified.*The buyer’s feedback or the seller’s reaction in question was given more than 3 months ago→ We still adjust the feedback if it contains personal data or inappropriate language.*Feedback related to a purchase that is under investigation by our claim process will only be removed or adjusted after the claim has been resolved. **The seller is allowed to calculate the costs for shipping, which can include (but are not limited to) additional insurance and/or (special) packaging requirements.We hope to have informed you sufficiently. Please contact us if you have any more questions. 
Our help centre has improved to make it easier to navigate, find answers, and contact us
We improved our help centre based on your feedback and suggestions! The front page has been streamlined, and we didn't forget the underlying pages either. Making them all easier to navigate and helping you find the answers you need.We've simplified and enhanced the names of the articles as well as the information contained within them. As a result they're much more relevant and understandable. Read through all of our information and still need help? Don't hesitate and press the blue Contact Us button. You'll find it at the bottom of each article and menu page. We're just a few clicks away!
Why does Catawiki look different?
To make it even easier for you to buy and sell special objects, we’ve given Catawiki a fresh new look. The updated Catawiki website and app still have everything you know and love – like the expert selection process, exceptional auctions and secure payment system. But now they have an even better search function and a brand new style.If you have any questions about Catawiki's new look, feel free to reach out to our customer experience team.