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Help center

Answers about buying, selling, shipping, returns and payments on Colectin.

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How to create your account
Sign up with your email or with Google, then complete the welcome form.
How to verify your identity
Verify your identity to get paid for your sales and withdraw money to your bank.
How to buy a piece
Buy now, make an offer or build a lot, and pay for everything in one step.
When and how you get paid for a sale
When a sale's money is released and how you withdraw it to your bank.
You have 7 days to send the order
How the 7 days are counted, what happens when they pass and what changes with your carrier.
Withdrawing from a purchase within 14 days
When the right exists, how to ask for it and who pays for the return.
How to open a case about a problem
Timings, the button to report it, the evidence and what happens with the return.
Invoices and documents
When a purchase invoice is issued, where to find it and what details complete it.

Frequently asked questions

How much does it cost to buy on Colectin?: You pay the piece price, shipping and the Colectin fee: 8.5% of the item price plus 2.00 EUR per item or lot, plus the VAT that applies. Read what the fee includes and how to buy a piece.
How do I sell a piece?: Adding an item has four steps: Photos, Details, Provenance (optional) and Price & shipping. At the end you choose List it to put it up for sale, or Save to collection if you do not want to sell it yet. Read how to sell a piece.
How much does shipping cost?: With Colectin Shipping the buyer pays the carrier's rate and chooses the cheapest or the fastest option. With Manual shipping, the seller sets the package price, or can offer free shipping and ship at their own cost. Read shipping settings.
What do I do if my order does not arrive?: Press I have an issue on the order. If the order is shipped and does not arrive, you can tell us at any time within 60 days of payment; with own-carrier shipping, from 7 days after payment. Once delivered, you have up to 3 days to tell us. Read how to open a case.
When do I get paid for my sale?: With Colectin Shipping and meetup, the money moves to your available balance 3 days after delivery, or sooner if the buyer confirms everything went well, as long as there is no open dispute. With your own carrier, it is released when the buyer confirms receipt, and if you sell as a professional to a consumer, 15 days after delivery. Read how to get paid for your sales.
Do I have the right to withdraw from a purchase?: You have 14 days from receiving the piece, but only if you are a consumer and buy from a professional seller; between private people it does not exist. You start it from the order, with Withdraw from the purchase. Read withdrawing within 14 days.
How do I cancel my plan?: Press Cancel subscription in Account settings > Plan & billing. You keep the plan until the end of the period and then move to Rookie; you can press Resume subscription before that date. Read plans and billing.
How do I withdraw my money to the bank?: You request the withdrawal to your bank with Withdraw to bank; it is free and usually takes a few business days. The minimum is 10.00 EUR and you must have verified your identity. Read how to get paid for your sales.
Do I have to verify my identity?: Not to list pieces, but you do to get paid for your sales and to withdraw money to your bank. Stripe runs the verification inside Colectin, in Account settings > Verification. Read how to verify your identity.
How do I contact Colectin?: If you are signed in, open the support chat. If not, write to support@colectin.com. Read how to contact Colectin.

Need more help?

Write to us from the support chat or by email.

support@colectin.com

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