Help for buyers
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.
I want to cancel my purchase
The purpose of our Right of Withdrawal Policy is to explain the right of withdrawal stipulated in the EU Consumer Rights Directive (2011/83/EU) (‘the Directive’). This policy forms an integral part of our Terms of Use. We’re providing this information on behalf of all professional Catawiki Sellers who use our platform to sell to Buyers living in the European Economic Area (EEA). The Directive gives Buyers the right to cancel and return any purchase bought from a Professional Seller (indicated by the ‘Pro’ icon next to their name on a lot page), as long as (i) the Buyer doesn’t purchase Lots professionally and (ii) the Buyer lives in a country within the EEA. The right of withdrawal gives eligible Buyers (‘Consumers’) a ‘cooling-off’ period of 14 days to decide whether they want to keep their purchase. Within the cooling-off period, a Consumer can cancel the purchase without giving a reason for the cancellation. However, we do recommend giving a reason. This gives us a chance to try and solve the problem or prevent the same problem from happening in the future. If you qualify as a Consumer under the Directive, the following is applicable to your purchases:The start of the 14-day cooling-off periodThe cooling-off period starts on the day after you receive the Lot or: If the Lot is delivered in more than one shipment or is composed of multiple parts, it will start on the day of the last shipment or the day the last part is delivered.For agreements about the regular delivery of Lots during a set term, it will start on the day you received the first Lot.You can also withdraw your purchase before receiving the Lot. Your obligations during the cooling-off periodDuring the cooling-off period, you need to handle the Lot and its packaging with care. You are allowed to evaluate the Lot in a way similar to how you would evaluate it in an offline store.Handling the Lot with care is very important, because the Seller can hold you liable for any decrease in value beyond what would be caused by this careful handling. Careful handling is defined as only handling the Lot in a way that is acceptable to establish the nature, characteristics, and functioning of the Lot. If the Seller claims your handling has decreased the value of the Lot, we will not mediate this claim. You’ll need to reach a solution directly with the Seller.Notice of withdrawalTo exercise the right of withdrawal, you must give notice of withdrawal within 14 days of receiving the Lot. To make this easier for you, you can send notice to the Seller via our Online Marketplace. To do so, fill in this form: withdrawal form.Confirmation of withdrawal requestOnce you’ve informed the Seller or us that you want to cancel your purchase, we’ll assess your request. Once we’ve approved your request, we’ll send you the Seller’s return address as soon as possible.If cancellation under the right of withdrawal is not possible, we’ll explain why the right of withdrawal is not applicable for that particular purchase.Returning the LotThe Lot, including all related accessories that were delivered with it, must be returned to the Seller within 14 days of us approving your request. If possible, you should return the Lot in the original condition and packaging.If the Lot is not returned to the Seller within 14 days of us approving the withdrawal, your right of withdrawal is lost and the Seller will be paid.If the Lot is returned to the Seller within the 14 days and there are no issues relating to shipping or damage, you’ll be refunded the purchase price and the costs for delivery to you. If the Seller already received payment for that Lot, they will be obliged to reimburse you for the purchase price and the costs for delivery to you.Costs of return shippingIf you cancel and return a Lot under the right of withdrawal, you will bear the direct costs, risk, and burden of return shipping.We highly recommend packing the Lot properly and securely, and using insured shipping. This is because, if the Seller can show that the Lot is damaged or lost during return shipping, we are entitled to pay the Seller. If this happens, you will need to (i) contact the Seller directly to arrange any (partial) refund and/or (ii) contact the shipping company to claim damages.Excluded itemsThe following products and services that might be offered on our platform are excluded from the right of withdrawal, in accordance with the Directive. This list contains the most relevant products and/or services sold on Catawiki that are excluded by the Directive. You cannot withdraw from the purchase of:Products or services which have a price linked to fluctuations in the financial market, over which the Professional Seller has no control and which may occur within the withdrawal period. This includes, but is not limited to, certain gemstones and precious metals, and goods made out of them. For example, diamonds, jewellery made with value-determining diamonds, gold coins, and bullions.Products that are manufactured in accordance with your specifications, that are not prefabricated, and that are manufactured for a specific person.Products that decay quickly or have a limited shelf life. Contracts regarding leisure activities, provided the contract stipulates a specific date or period when the leisure activities need to take place.Service contracts regarding accommodation, provided that the contract stipulates a specific date or period for using the accommodation, and provided it is for uses other than residential purposes, the transport of goods, car leasing services, or catering.Sealed products that have had their seal broken and that can’t be sent back for health or hygiene reasons.Alcoholic beverages that have a value determined by fluctuations in the market over which the Professional Seller has no control, if the price was agreed when you entered into the contract of sale but the beverages can only be delivered to you after 30 days.Sealed audio recordings, video recordings, or computer software that have had their seal broken after delivery.Newspapers, journals, or magazines, with the exception of subscriptions to them.
I can't sign in. What should I do?
You can only sign in with an activated account. In order to activate your account, you will need to click on the link in the confirmation email you received from us when signing up. Please consider that your password is case sensitive. Make sure CAPS LOCK on your keyboard is turned off.
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.