Click here to read the company update from our CEO, Ravi Vora.
Is Catawiki still open for business?
Yes, we will keep accepting and curating special objects on our platform. We will continue to provide our sellers with a global online marketplace. And we will ensure that our buyers can continue to safely and securely bid on the items they’re passionate about, while remaining confident that their payment is secure until their item has been delivered successfully.
Will delivery be affected?
Some disruption is inevitable. In some regions, for example, shipping might take longer than usual. In those situations, we will keep you updated by enabling you to speak directly to each other through our buyer-seller chat feature.
What if I need help with my lots?
We will update our Help Centre daily to reflect recent developments. And our Customer Experience team is available to you, as always.
Am I at risk for coronavirus from a parcel shipped from affected countries?
The various health organisations assure us that there is currently no evidence that you can catch coronavirus from parcels and letters. Viruses like coronavirus cannot live outside of a host body for very long.
For the most up-to-date information about this and other questions about coronavirus, please refer to your local health organisation or to this page of the World Health Organisation website.
What can I do if I am no longer able to leave the house to pick up my parcel from the post office?
Rest assured that we have taken measures to keep your money safe until you’re able to collect your parcel from the post office.
Please note that, under usual circumstances, shipping companies typically return parcels to the sender if they are not collected within a certain time frame. Because of this, we strongly recommend reaching out to the shipping company to either find an alternative solution or ask for them to hold onto the parcel for a bit longer.
Whatever you decide to do in this situation, it’s always important to keep in contact with the seller. By staying in contact, we’re sure you’ll find a fitting solution for your situation.
If a parcel gets returned to the seller because the post office is unable to deliver during this time, who pays for the second shipping costs?
In these situations, it is extremely important for the buyer and seller to keep in contact. This way, you’ll be able to find the best solution together.
How do I sign for my parcel if the shipping company personnel are avoiding direct contact?
All shipping companies have implemented measures to keep their personnel safe, while ensuring that parcels are delivered to the correct addresses. Exactly how they do this depends on the company. In most cases, delivery personnel will ask for identification and will then sign for you themselves using a unique identifier (such as your passport number or last name).
Some items still need to be picked up in person such as classic cars or motorcycles. How should I proceed if the item needs to be picked up at the seller’s location?
While transport is indeed experiencing some delays, many professional transportation companies are still servicing national and international destinations. One of our experts will gladly help you to choose the right transportation company for you. The following are transport companies that are still operational: The Netherlands → within Europe, Germany → within Europe, Italy → within Europe, Spain → within Europe, France → within Europe
Rest assured that we have taken measures to keep your money safe until it is possible to arrange transportation or collection from the seller. Throughout this process, it’s important to keep in contact with the seller. By staying in contact, we’re sure you’ll find a fitting solution for your situation.
How can I find out how shipping is affected?
The following shipping companies have service alert bulletins that can help with staying updated: NL Dutch Post, Deutsche Post, LaPoste, Poste Italiane, UPS, DHL, Fedex. Catawiki will do our best to give you updated information from every shipment company, but we would urge you to check the latest information before going to the post office.
*Note: Mondial Relay has suspended their parcel delivery and delivery service in France and internationally across their entire network of Points Relais ®. For more information, please visit their “Questions / Answers” page.*
I can no longer go out to buy packing material and therefore I won’t be able to ship. What should I do?
It can be challenging to obtain all your regular packing materials right now. But we are confident that this will be temporary. If you can’t source any suitable packing material and shipping items safely is not possible right now, you can delay shipping for now. We are aware that this could mean that shipping for sold items might take a week or two longer. Therefore, we advise you to clearly indicate in your lot descriptions that shipping will be delayed.
We see that people continue to search for and find special objects on Catawiki. They continue to place bids and pay for their items. Therefore, we encourage you to keep submitting and selling your items. Only submitting your items to sell after shipping disruptions are resolved would mean losing out on three to four weeks of selling, as once you start selling again, lots first have to be curated and planned for future auctions.
What should I do if I keep getting email notifications to remind me to ship, but it's not possible for me to do so at this time?
These emails are part of an automated process and, unfortunately, it’s not possible to switch them off at this time. Therefore, during this time, you can safely ignore these automated reminders.
What should I do if I get negative feedback because of disruptions caused by coronavirus preventative measures?
Because the measures taken to contain coronavirus are outside of your control, we will remove any negative feedback related to these measures. If you receive such feedback, please reach out to us.
Due to current safety precautions, I can’t facilitate pickup or assist the buyer in arranging transport for classic cars and motorcycles. Should I still submit cars and motorcycles for auction during this time?
Yes, you can continue to submit your classic cars and motorcycles for auction. These auctions have a longer duration and we’ll let buyers know that shipping and pickup might be delayed or disrupted. Until delivery is possible, your payment will be held in a secure account.
If you have more questions, please visit our Help Center.