It is the sellers responsibility to ensure that the description of the objects listed be complete and accurate. We strongly recommend that you read through the description thoroughly, and review the images carefully if you are wondering about a specific aspect of the object.With that said, if you are reading this article, the chances are that there is something missing from one of the descriptions of an object you are interested in. We do our utmost to prevent this, and as you can imagine when tens of thousands of items are listed each week, things will slip through the gaps. Further informationShipping informationNot as describedIf you require further informationIf you notice any essential missing information, or have a specific question about the object you want to place a bid on, and has not been clearly communicated, we would like for you to contact us by clicking the button below. One of our experts or support specialists will be able to assist you further. Please ensure that you highlight in detail what the question is, and provide any supporting material.With 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. If this is the case, we strongly advise that if you want to place a bid, that you do so based solely on the information you have in that moment, as a bid will enter you into a binding contract. Shipping information.Our experts and support specialists generally cannot answer any questions you might have in relation to the shipping of a specific object. As the messaging service between buyer & seller only opens after a payment has been made, should you have any shipping questions that are pertinent to a sale, please reach out to us with the button below 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.We also offer an assortment of articles that may be helpful for shipping related questions.Items not as described.In the event that you receive an object, and it is not as described within the description or images, we have a specific set of guidelines for you to follow, so that we may better assist such a situation. Please follow the instructions within the following article if this scenario is affecting you. This is also applicable if you believe the object's authenticity is in question.

In our experience, most sellers respond within 48 hours, and we certainly encourage them to be both responsive and cooperative with their respective buyers, in order to resolve any situations that may arise. As the sellers that use our platform are based all over the world, it might take some time for the seller to get back to you, and as such we do encourage patience. With that said, 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.If you are also in the process of a claim with a seller, or are about to begin one, we would strongly recommend reviewing our articles on the various claims here. In addition to this, it is prudent to send a message to both the seller and us as soon as possible, so that we can provide assistance. Our claims processes are fairly streamlined, and if you wish to open a claim, please contact us from the appropriate article, so that the request is filtered accordingly.

If your object has been delivered, and unfortunately does not conform to its description, or you believe that it is inauthentic, it is important to ensure you contact us within 3 days after delivery was made (the exact date will be recorded through Track & Trace). At the same time, 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 object you received to support you in explaining your concerns.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 you contact us, there will be a set of instructions requesting some additional details on the situation. Please ensure that you provide this information so that we can better resolve your case.The information includes:At least one picture in which the item is shown in its entirety, plus at least two more detailed and sharp pictures that clearly show the object in the state you received it.At least two pictures of the packaging, in which the label is clearly visible and legibleA detailed description of the object in the state you received it, highlighting the main differences compared to the seller's description of itPlease click here to see some advice of the images we require. If you are trying to highlight a mechanical issue, or something that will not translate well with a photograph, please forward a video recording or any other material you feel would better suit the situation.Please note: If you believe that the object is not authentic, please send us the photos as requested above as well as a copy of all supporting documents that would support the object not being authentic.

Unfortunately you can’t remove an object that’s been accepted and scheduled for auction. However, in certain circumstances, we may be able to remove the object from auction for you. It’s important that you contact us at least 5 days before the auction ends and the contract of sale is created. How to get in contactClick the contact button below and provide us with info about the object you want to remove from auction. A phone call would be best.What to do if your object hasn’t been approved yetIf your object hasn’t been approved by an expert yet, then you can remove it yourself before it’s placed into an auction. Go to your submissions and select the object you wish to remove. 

If your object 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 object and as the seller, you are required to keep the object 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 object 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 object, the buyer will take the responsibility 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 an object 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 object, both of you can come to an agreement. If the object 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.

You can check the order page for updates on when your order should arrive. You'll see a shipping status and an estimated delivery date. You can also track the order on the shipping company’s website using the tracking code you’ll find on the order page.Before the estimated delivery dateIf it's before the estimated delivery date range, your order is still being packed or is on the way. Keep in mind, some orders can take longer than others. It depends on where the package is shipped from, where it's shipped to and whether it needs to go through customs.Throughout the shipping process, we'll keep you updated, either through notifications or emails. If there's a change to the estimated delivery date, we'll let you know. You'll find the updated estimated delivery date in the notification or email, and on the order page.Up to 5 days after the estimated delivery dateWe'll send you an email or notification if it's after the estimated delivery date range and we don't have any updates from the shipping company.  If the order hasn't arrived, there's nothing you need to do for the 5 days that follow the estimated delivery date range. Some orders can take a little longer and we expect it to arrive soon.You can also check the shipping company’s website for updates on the order or contact the shipping company for more info.More than 5 days after the estimated delivery dateWe'll email you or send a notification when it's time for you to take action. Contact us to get support if the order hasn't arrived and it's more than 5 days after the estimated delivery date range. We'll open a claim and pause the payment to the seller while we investigate.Make sure you get support as soon as possible. If we don't hear from you 10 days after the estimated delivery date range, we'll assume the order was delivered and pay the seller.Message the sellerWe recommend you message the seller throughout the process. They arranged shipping and can reach out to the shipping company to ask about your order.Find out what to do if your object arrived damaged or not as described.