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Most frequently asked questions

  • What makes buying through Catawiki safe and secure?

    Your payment will run through a very secure method of payment. We will ask the buyer to pay for the lot within three days after the auction on a secure account. We then inform the seller that the buyer has transferred the payment and ask him to ship the lot. The seller will receive payment shortly after shipping. If you have not received the lot within 10 days after paying the purchase price, we ask you to inform us so that your payment to the seller can be withheld.

  • Why hasn't my bid been accepted?

    Your bid will not be accepted if it is invalid. 'Invalid bid' messages can occur when the amount entered is not high enough, when the amount entered includes a symbol other than a digit (such as a letter, comma or hyphen), or when the auction has already closed.

  • I'd like to place a bid on a lot with a reserve price. What does this mean?

    Some lots have been fixed with a ‘reserve price’. This is a hidden minimum price which a seller is willing to let their lot go for, set in consultation with the expert. Reserve prices may only be set for lots with an expected revenue of at least €200. If a reserve price has not been met once the auction ends, that particular lot will not be auctioned off.

  • I have won a lot. How do I pay?

    After the auction ends, buyers will receive an email containing a link to the payment page. It's possible to pay by credit card (Visa, MasterCard, American Express), bank transfer or by using one of the following online payment methods: iDEAL, Bancontact, Giropay, SOFORT, EPS, Multibanco, Przelewy24. Please be aware that payments using American Express are only possible for amounts over €1,000/$1,100/£900.

    Only buyers who bid in euros will see the manual bank transfer option. It is really important that they use a European SEPA Credit Transfer for the payment. Stripe, our online payment processor, cannot process SWIFT transfers (also known as wire transfers) and these payments will bounce back to the bank account of the buyer. If a buyer claims that the SWIFT transfer did not bounce back, we need a letter from the bank that states this. Only then can Stripe check what happened to the payment.

    What are the differences between SEPA (Single Europe Payments Area) and SWIFT (Society for Worldwide InterBank Financial Telecommunications)?:
    - SWIFT enables money transfers internationally, while SEPA payments can only be made within the SEPA area.
    - SWIFT transfers can be executed in various currencies and the SEPA initiative encompasses transfers in euro alone.

  • I have a valuable individual piece. Is it suitable for auction?

    Our experts are always looking for interesting items to include in our auctions. You can offer your valuable piece for your desired auction, or, after you submit it, an expert will advise you on which auction would best suit your lot. Our experts are also here to provide feedback so your lot is presented in the best way possible.

    If you are unsure whether your piece is suitable for auction or would like a free valuation of your item, you can proceed with submitting your lot and send any questions you may have to the expert through the 'Message for the expert' text box in the final stage of the submitting process. Our expert will then get back to you as soon as possible.

  • Can a minimum selling price (reserve price) be applied to a lot?

    A reserve price can be set for items that have a minimum expected revenue of €200. The reserve price is a hidden minimum price that a seller is willing to let their lot be sold for. If the reserve price has not been met once the auction ends, the lot will not be sold. Sellers then have the option to resubmit the lot in a new auction after having revised its reserve price.

  • I've submitted a lot for auction. When will it be reviewed?

    Our experts assess all lots submitted as soon as possible. Our goal is to review your lots within a week. However, for themed auctions or highly popular auctions, this assessment may take a little longer. As soon as your lot is accepted, you'll receive a message to let you know.

  • When will I receive payment for my sold lot?

    When the buyer's payment has been received, you will be notified that you have 3 working days to send the order or make it ready for pickup. Your payments are scheduled based on whether or not the order has been shipped or picked up by the buyer, and on the payment frequency that has been selected in your 'Settings' under 'Payment'.
    Sellers have the option to select one of the following payment frequencies:

    - Every day
    - Once a week (On Wednesdays)
    - Every two weeks (The first and third Wednesday of the month)
    - Once a month (The first Wednesday of the month)

    If the order has been shipped: After you've shipped the order, you are required to change the order status to 'Shipped'. When the tracking number provided reflects that the order has been delivered, the buyer will receive a notification asking them to inspect the order and report any issues within 3 days. On the 4th day after delivery, your payment will be scheduled according to the selected payment frequency.

    *Please note that in the event that the tracking number provided is not correct or does not properly reflect the delivery of the order, the pending payment will default to the selected payment frequency after 14 days from the order being marked as shipped.

    If the order has been picked up: If the order has been picked up by the buyer, you are required to change the order status to 'Picked up'. There is then a 14 day period which begins from the day you, the seller, update the status before you can receive your payment. In addition to this 14 day period, the exact payment date will depend on the payment frequency selected in your 'Payment' settings.

    You may review or change your payment frequencies whilst logged into your account by clicking the following link: https://www.catawiki.com/accounts/settings/payment

    Your expected payment date can also be found in the payment confirmation we, Catawiki, will send to you by email. Please note that payments are only processed on working days and do not happen during the weekend.

    If a claim has been opened, your payment may be withheld until the issue has been solved. We are here to help mediate if necessary.

  • When should I ship my lot?

    As soon as the winning bidder has paid for the lot, you will be notified by email. You will then be required to ship the lot within 3 working days.

  • When will my purchase be shipped?

    As soon as you transfer the payment for your lot, the seller will be notified. The seller is then obliged to send the lot within 3 working days.

  • How long will it take to receive my lot?

    Within the EU, delivery usually takes 5 to 7 working days. Please note that the delivery time depends on the shipping company the seller selected. However, this may take up to 14 days or longer if the country your order is coming from has any local holidays. For deliveries outside the EU, deliveries usually take 14 to 21 working days. However, this may take longer than 3 weeks if the parcel has to go through customs and if the country your order is coming from has any local holidays.

    Catawiki has no influence or ability to assist with the customs process and apologises for any inconvenience due to delivery delays resulting from this. If you have more questions about your shipment, we advise you to contact the seller directly via your order detail page.

  • I've paid for my lot but I still haven't received it. Why?

    As soon as you transfer payment for your lot, the seller will be notified and required to process your order. The seller is obliged to ship the order within 3 working days. You will receive an email about the shipping status of your order and once it has been shipped, we'll send you another email with information about how to track your order.

    In case you have questions about your shipment, the best thing to do is contact the seller directly via your order detail page.

    If you have trouble communicating with the seller or if the tracking information is not provided, please notify us within 10 days of making your payment. A claim will then be opened and payment to the seller will be withheld.

  • The shipping costs seem excessively high. What do I do?

    If you have doubts about the shipping costs before you've won and paid for a lot, we remind you that this cost, as well as the delivery time and the insurance, can vary depending on the shipping company selected by the seller. You can get an idea about the potential shipping costs by consulting a shipping company in your area.

    Catawiki requires sellers to accurately calculate their shipping costs, however, sometimes the actual shipping costs are lower than what is estimated. In this case, the seller is required to reimburse you directly for any excess shipping costs if you already received the package. Please contact the seller in this case via your order detail page

  • What will happen if a seller is not willing to ship my purchase?

    If the seller has not shipped your lot, we recommend you first to contact the seller (https://www.catawiki.com/buyer/orders)and find out why the item is not been shipped. If you have trouble contacting the seller, or you don't come to an agreement, please inform us. Should the seller refuse to deliver the lot, Catawiki will contact the seller to understand the reason for non-delivery.

    If unfortunately no solution can be found, we will cancel the purchase on your behalf. You will then be refunded and the seller may be held responsible for any costs to the buyer or to Catawiki. If you don't agree with cancellation and still want to try and get your lot, you will have to talk directly to the seller and Catawiki will be completely out of this process.

  • Can I pay by credit card?

    Yes, you can pay your invoice by credit card. All major credit cards are accepted: Visa, MasterCard, American Express. Please be aware that payments using American Express are only possible for amounts over €1,000/$1,100/£900.

    Please note: If you have any issues using your credit card, you can remove or add a credit card in your 'Settings' under 'Payment'. (https://www.catawiki.com/accounts/settings/payment)

  • What are my payment options?

    After winning a lot, buyers will receive an email containing a link to the payment page. It's possible to select out of several payment options such as:
    - Online payment: iDEAL, Bancontact, Giropay, SOFORT, EPS, Multibanco, Przelewy24
    - Credit card: Visa, MasterCard, American Express
    Please be aware that payments using American Express are only possible for amounts over €1,000/$1,100/£900.

    If you have any questions regarding payment, please contact us. (https://www.catawiki.com/help/contact-us)

    Please note: If you have any issues using your credit card, you can remove or add a credit card in your 'Settings' under 'Payment'. (https://www.catawiki.com/accounts/settings/payment)

  • I have won a lot. How do I pay?

    After the auction ends, buyers will receive an email containing a link to the payment page. It's possible to pay by credit card (Visa, MasterCard, American Express), bank transfer or by using one of the following online payment methods: iDEAL, Bancontact, Giropay, SOFORT, EPS, Multibanco, Przelewy24. Please be aware that payments using American Express are only possible for amounts over €1,000/$1,100/£900.

    Only buyers who bid in euros will see the manual bank transfer option. It is really important that they use a European SEPA Credit Transfer for the payment. Stripe, our online payment processor, cannot process SWIFT transfers (also known as wire transfers) and these payments will bounce back to the bank account of the buyer. If a buyer claims that the SWIFT transfer did not bounce back, we need a letter from the bank that states this. Only then can Stripe check what happened to the payment.

    What are the differences between SEPA (Single Europe Payments Area) and SWIFT (Society for Worldwide InterBank Financial Telecommunications)?:
    - SWIFT enables money transfers internationally, while SEPA payments can only be made within the SEPA area.
    - SWIFT transfers can be executed in various currencies and the SEPA initiative encompasses transfers in euro alone.

  • How to pay if the link in the payment email does not work

    The amount on your receipt can be paid through your Catawiki account. To do this, you will need to sign in and go to 'My won lots'. Here, you can click on the lot you need to pay for which will direct you to the payment page. You have the option to choose between a credit card payment or bank based payments.

  • How can I contact the seller?

    My won lots (https://www.catawiki.com/buyer/orders) and find the order page for that sale. You can then click on ‘Contact the seller’ to send a message to the seller.\n\nIn general, we advise you to contact the seller in their native language. If this is not possible, then we recommend communicating in English or using an online translator to assist you."}" data-sheets-userformat='{"2":9089,"3":[null,0],"10":0,"11":4,"12":0,"16":10}'>While viewing a lot in our auctions, you can send a message to the seller by clicking on 'Contact the seller', which will be displayed below the seller's name on the left hand side of the page. This will allow you to ask the seller any questions you may have regarding their lot.
    Please note that this is currently only possible if you are located in the same country as the seller.

    After you have won and paid for a lot in our auctions, you can also contact the seller through your Catawiki account. We advise you to contact the seller directly to find out about the delivery status of your order or if you need more information about the shipment.

    To do so, please go to >My won lots and find the order page for that sale. You can then click on ‘Contact the seller’ to send a message to the seller.

    In general, we advise you to contact the seller in their native language. If this is not possible, then we recommend communicating in English or using an online translator to assist you.

  • Can a minimum selling price (reserve price) be applied to a lot?

    A reserve price can be set for items that have a minimum expected revenue of €200. The reserve price is a hidden minimum price that a seller is willing to let their lot be sold for. If the reserve price has not been met once the auction ends, the lot will not be sold. Sellers then have the option to resubmit the lot in a new auction after having revised its reserve price.

  • I have a valuable individual piece. Is it suitable for auction?

    Our experts are always looking for interesting items to include in our auctions. You can offer your valuable piece for your desired auction, or, after you submit it, an expert will advise you on which auction would best suit your lot. Our experts are also here to provide feedback so your lot is presented in the best way possible.

    If you are unsure whether your piece is suitable for auction or would like a free valuation of your item, you can proceed with submitting your lot and send any questions you may have to the expert through the 'Message for the expert' text box in the final stage of the submitting process. Our expert will then get back to you as soon as possible.

  • What can be sold on Catawiki?

    Catawiki welcomes objects from a wide variety of categories; from watches to art, from curio to stamps, from wine to classic cars, and more! Every week, Catawiki organises over 300 auctions across 80 categories. Submitting objects for the weekly auctions is free and there is no limit to how many you can submit.

  • How do I change the status of my lot?

    First sign in to your account. Then click on 'My sold lots’ from the drop down menu that appears when you click on your username at the top right corner of the screen. An order summary will be displayed. Look up the relevant order and click on ‘Change status’ to select the status you want.

  • How do I contact the expert?

    You can send a message to the expert during the final step of the lot submission, called ‘Check and submit’. At this step, you will see a box on the right side of the screen with ‘Message for the expert (optional)’ stated above it. In here you can ask the expert any questions you have about your lot.

    Note: The message to the expert is not a chat box, and you may not get your answer immediately. You can see the answer from the expert in your offered lots page as well as in an email that you will receive once they reply. Please be aware that after your lot has been approved, you will no longer have the message system available.

  • My lot has been approved for auction. When will it be scheduled for auction?

    Our auctions are carefully compiled by our experts. The inclusion of your lot will depend on a variety of factors, such as providing a balanced selection, and preventing the inclusion of similar lots. Approved lots are scheduled for auction as soon as possible. The moment your lot is scheduled for an upcoming auction, you will receive an automated message.

  • What is the status of my lot?

    You can check the status of your lot here: https://www.catawiki.com/seller/lots. You will need to be signed in to your account to access the page. Below is a list of possible statuses that you may come across:

    Draft: you can write or modify the lot description yourself.
    Adjustments required: the expert has decided that changes to your lot description need to be made in order for your lot to be properly reviewed.
    Not approved: the expert has reviewed your lot and decided that it is not suitable for our auctions.
    Submitted: your lot has been submitted to the expert for review.
    Under review: the lot you are offering is being reviewed by the expert. In this stage, our experts will evaluate the lot and can either accept or reject the lot depending on its suitability for our auctions.
    Resubmitted: the expert provided feedback on your lot description and you made the adjustments required. You have now submitted your lot for the expert to review again.
    Approved: the expert has approved your lot to be included in our auctions. Your approved lot will be included in an auction as soon as possible.
    Planned: your lot is scheduled for auction. The date listed is the auction end date. Please consider that if a lot is scheduled for auction, this does not always guarantee it will be sold.
    Auctioned: your lot has been auctioned off but has not yet been paid for by the winning bidder.
    Payment received: the buyer has paid for the lot.
    Paid: you have been paid for your sold lot.
    Not sold: your lot was offered in an auction, however there was no winning bid placed. This can be the result of either the reserve price not being met, or that no bids were placed.
    Cancelled: your lot was sold at auction, however the sale was cancelled.

  • Can a bidder contact me during the auction?

    Bidders are able to contact you, as a seller, directly before and during an auction.
    This is a great way to engage with potential buyers, as they can ask questions about your lots before they place any bids. By doing so, you can provide insight into the uniqueness of your lots, whether it’s to do with their quality, nature or authenticity, which in turn will help boost your sales.

    If you are contacted about one of your lots in auction, it is of course important to reply on time to provide your bidders with an excellent experience. We recommend to send your first reply within 24 hours and if your item is in auction, then be sure to reply before the auction ends.

    If you would prefer not to have this feature enabled, you can choose to opt out in your Settings (https://www.catawiki.com/accounts/settings/account). At any point in time you can decide not to receive buyer messages, or turn them back on.

  • How can I accurately estimate the shipping costs?

    The first step of estimating your shipping costs is to weigh your package/parcel. Remember to also include the weight of the box and packaging materials. Once you have your package weight, you can start researching shipping carriers and pick your shipping method.

    Most carriers will charge you based on the package weight and the distance the package has to travel. The most affordable option will be the ground shipping methods. We advise you to pay attention to the services you might have to give up if you pick a lower cost shipping method because some of the low-cost methods will not include package tracking or insurance.

    It’s helpful to review shipping rates for various shipping methods before you decide on packaging your order because you can optimise the package size to save on shipping. If you have a package that take up a lot of space, you might need to account for 'dimensional weight'. Some shipping carriers can charge more if your package exceeds a certain volume. You can find formulas online that will give your package a dimensional weight based on its length, width and height. If the calculated dimensional weight exceeds the actual weight, you'll be charged based on the dimensional weight.

  • Why and how does Catawiki use the courier and tracking code?

    The courier name and the tracking code, also known as ‘Tracking information’, are used by Catawiki to track the shipment. This allows Catawiki to show relevant information about the shipment progress for both parties (sellers and buyers).

    Also, the tracking information allows Catawiki to inform the buyers and sellers in real-time about the progress of their shipments via email and push notifications. It is also used to inform sellers about when they will receive their payments.

    The tracking information helps our Customer Support to assist buyers and sellers more adequately with questions or issues regarding the shipping process.

  • What is the best way to handle an issue after the order has been delivered?

    We recommend you discuss options for resolving the case with the buyer directly, as this can speed up the process of solving your issue.

    Possible options for resolving the case may include (with the buyer's agreement):
    - An appropriate partial refund to the buyer; the amount you can agree with them.
    - A replacement for the lot, if you are able to offer an appropriate replacement of similar condition and value.
    - Cancellation and refund, with the buyer's agreement, resulting in the lot being returned to you in the same condition as you shipped it before. You should only provide the refund once the lot has arrived with you and you can confirm it is in the correct state. The cost of this shipment depends on the reasons behind the parcel being returned to you.

  • When should I ship my lot?

    As soon as the winning bidder has paid for the lot, you will be notified by email. You will then be requested to ship the lot within 3 working days. You are obliged to always deliver the lot once the buyer has paid for it.

    Please remember to change the status of the lot to 'Shipped' and update the Track & Trace code on the order sheet otherwise your payment for the lot will not be processed. If you cannot proceed with the shipment within 3 working days, please inform the buyer via our online messaging system. By doing so, we can prevent the buyer from opening a claim.

  • How do I contact the buyer of a lot?

    My sold lots (https://www.catawiki.com/seller/orders) and click on 'Order Details' to display the order page for that sale. You can then click on the ‘Send Message’ link to message the buyer.\n\nIn general, we advise you to contact the buyer in their native language. If this is not possible, then we recommend communicating in English or using an online translator to assist you."}" data-sheets-userformat='{"2":13185,"3":[null,0],"10":0,"11":4,"12":0,"15":"Calibri","16":10}'>You can contact the buyer via the Catawiki order detail page. Go to > My sold lots  and click on 'Order Details' to display the order page for that sale. You can then click on the ‘Send Message’ link to message the buyer.

    In general, we advise you to contact the buyer in their native language. If this is not possible, then we recommend communicating in English or using an online translator to assist you.

  • Can I remove or withdraw a lot from auction?

    If one of your offered lots is no longer available, you can withdraw it from the auction during the viewing days. Viewing days are the period in which sellers can provide feedback on the auction before it is open to bids. You will be automatically notified when the viewing days start. If you wish to withdraw your lot, please contact the expert.

  • The reserve price for my lot was not met, what are my options?

    If your reserve price is not met by the time the auction ends, you are able to resubmit your lot for another auction. This function allows you to resubmit in several ways. We advise you to reconsider your reserve price when you resubmit your lot and recommend that either you remove it or lower it to give your lot a better chance of selling the next time around.

    For certain lots, we also offer the option of offering the lot to the highest bidder. This is possible when the highest bid falls just below the reserve price. This option ensures the lot will be sold and eliminates the risk of putting the lot back up for auction and it not reaching the same final selling price. If the highest bidder accepts the offer, your lot will be sold! Please note that once you make the offer, the decision to accept or reject the offer is at the discretion of the highest bidder.

  • How can I contact the seller?

    My won lots (https://www.catawiki.com/buyer/orders) and find the order page for that sale. You can then click on ‘Contact the seller’ to send a message to the seller.\n\nIn general, we advise you to contact the seller in their native language. If this is not possible, then we recommend communicating in English or using an online translator to assist you."}" data-sheets-userformat='{"2":9089,"3":{"1":0},"10":0,"11":4,"12":0,"16":10}'>While viewing a lot in our auctions, you can send a message to the seller by clicking on 'Contact the seller', which will be displayed below the seller's name on the left hand side of the page. This will allow you to ask the seller any questions you may have regarding their lot.
    Please note that this is currently only possible if you are located in the same country as the seller.

    After you have won and paid for a lot in our auctions, you can also contact the seller through your Catawiki account. We advise you to contact the seller directly to find out about the delivery status of your order or if you need more information about the shipment.

    To do so, please go to >My won lots and find the order page for that sale. You can then click on ‘Contact the seller’ to send a message to the seller.

    In general, we advise you to contact the seller in their native language. If this is not possible, then we recommend communicating in English or using an online translator to assist you.

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