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Online help
Start on Delcampe - Help, the Delcampe website and the Community :
Finding Help - The online help, the help forums, the guides and the Delcampe support team

The online help. How can I use the online Help?

Welcome to the Delcampe online help!


You can:
  • Browse the main categories: use the menu on the left side and open the subcategories in the center of the page by selecting the main titles.
  • Search by key word: enter your question in the search engine. You can browse the complete online help or a subcategory.
  • You can access the most consulted topics: you can find the list at the bottom of the pages.
  • Print an article: you can use the link in the top right corner of the page where the answer is given.
  • Vote for useful answers: you can voice your opinion to the community and state if the answer has been useful or not.
  • Leave a comment: mention your personal experience, advice, etc. below the answers.
  • Contact the Delcampe support service: if you don't find the answer in the online help.
Note that you can use the online help's sitemap anytime if you are lost. You can find the sitemap at the top of the page, next to "You are here".

You can also check the Sitemap of the Delcampe website by using this link:
http://www.delcampe.net/page/sitemap/language,E.html


The forum. Which function does it have?

  • You can ask all questions about your collection fields on the website, ...
  • Provide an answer to questions asked by other members.
  • Announce events in your region, give information,...

    ... in short, to discuss!

    You can discover the forum by visiting this page:
    http://www.delcampe.net/page/forum_index/language,E.html


The guides. How can I access the guides?

You can consult our guides and manuals by visiting "Help & Contact" > "Guides and manuals".


The Delcampe support. How can I contact the Delcampe support?

Delcampe receives many mails and answers them according to the priority of these messages. Consequently, it's possible that it takes some time before you receive an answer because your response will be given by a person, not a robot. Our goal is to have the Delcampe team anwser all messages and provide the best answer according to our members' wishes.

You can contact us if the answer to your question can't be found in our online help or in case of an emergency.

You can contact Delcampe by selecting "Help & Contact" > "Contact Delcampe" in the menu.





Start on Delcampe - Help, the Delcampe website and the Community :
Meet the Community - The forum, the members' testimonies, the community pictures, the polls, the members' articles,...

The members' testimonies. What are the members' testimonies?

A member's testimony is selected at random and is displayed each day on the Delcampe homepage.
You can access the members' testimonies by visiting Community > Members' testimonies.

You can send us your testimony by clicking here.


The forum. Which function does it have?

  • You can ask all questions about your collection fields on the website, ...
  • Provide an answer to questions asked by other members.
  • Announce events in your region, give information,...

    ... in short, to discuss!

    You can discover the forum by visiting this page:
    http://www.delcampe.net/page/forum_index/language,E.html


The forum. How can I participate in the forum?

General message

Before you can participate in a debate or start a new discussion, you have to be a verified member or have at least 20 received evaluations with an average of at least 95%. However, all visitors, including persons who aren't member, can read all messages.

To place a message:
Visit the menu and select "Community" > "Forum".
Select the forum in which you want to place a message and select "New post" above the messages.

A new window will open in which you can write a message. You can also add up to three images.
This is a very efficient way to ask other members to help you identify an item from your collection.
You can register your message by selecting "Send".

To answer a message:
Select "Reply to this post". A new window will open in which you can write a message.
You can register your message by selecting "Send".



The community pictures. How can I find them?

You can check the community pictures by visiting "Community" > "community's pictures".


The member's articles. Where can I consult the member's articles?

You can read the member's articles by visiting "community" > "Articles written by members".


The member's testimonies. How can I send a testimony?

You can leave a testimony by visiting: "Member's testimonies ".


The polls. How can I participate in the polls?

You can answer any poll you want by visiting: "Express polls".



Start on Delcampe - Help, the Delcampe website and the Community :
Discover the Delcampe site - How the website works, the website's mission, the team, the history, the Terms and Conditions,...

How can I buy?


1. Registration is free on Delcampe. You just have to fill in our registration form.

2. We send an email with your password. You can Sign in thanks to your nickname and password.

3. Look for the item of your choice thanks to our search engine or browse the categories.

4. Once you have found the item of your choice, carefully read the information on the item presentation page like the title, description, sales conditions, shipping fee and the message from the seller. In case of a doubt, you can ask the seller a question on the sales page.
You are also advised to consult the seller's profile (look at his history, feedbacks, etc.) by clicking on his nickname.

5. You are interested in the item?

  • Make an offer
  • Buy immediately at a fixed price (only for a fixed price sale)
  • Place it in your cart (only for a fixed price sale)

6.a. In the case of an auction, you buy the item if, at the moment of the closing of the sale, you are the highest bidder.
6.b. In the case of a fixed price sale, you buy the item immediately or confirm your cart.

7. An automatic email that contains the main information about the sale is sent to both you and the seller. Contact your seller as soon as possible to agree on the payment method and the exact amount to be paid. If you have activated Skrill or PayPal, you can pay your seller immediately.

8. Pay the item with a payment method offered by the seller. He can choose between: PayPal, Skrill, bank Transfer, COD (Charge on Delivery), national or international cheque, cash, etc.

9. Once he has received the payment, the seller will send you the items bought.

10. After reception of the items, you can give feedback to the seller and add a commentary about the transaction. He can return feedback.



WHY BUY ON DELCAMPE?

-
You can safely buy items from our collectors who have much positive feedback. Note that Delcampe believes security is very important.

- Delcampe allows you to pay instantaneously your sellers through virtual payment methods.

- Delcampe is international: some countries have a national website and all sales and websites are combined into one international website.

- Delcampe is a simple website made by collectors, for collectors.

- Delcampe offers a complete Help manual and a support which provides human contact and works efficiently.

- Delcampe is a website with a human touch where trust, passion and friendliness are keywords.


Click here to open an account and start selling or buying



How to sell?

1. Registration is free on Delcampe. You just have to fill in our registration form.

2. We send an email with your password, sign in thanks to your nickname and your password.

3. Establish your Conditions of Sales that contains all information about delivery (shipping costs, etc...), payment (PayPal, Skrill, bank transfer, cash on delivery, Visa, Eurocard/Mastercard, American Express, postal order, national or international cheques, cash) and guarantee.

4. Fill in the sales form for each item you want to sell (Delcampe Website, categories, title, description, pictures, type of sale, price, ending date, renewal, selling options, etc...).

5. Your item is put on sale and buyers can place bids. When an item is unsold, it will be automatically renewed if you asked for a restart when filling in the sales form. There are no sales fees, it is FREE (unlesss you chose sales options).

6. When your item is sold, all necessary information about the sale is sent automatically to you and your buyer. Contact your buyer as soon as possible and give him all information nexessary to make the payment and the exact amount to pay. If you have set up your payment methods, your buyer can directly pay you through one of these methods.

7. Once the payment is made, you can send the item to the buyer as soon as possible.

8. Leave feedback and a comment for your buyer. He will do the same once he has received the item.

9. Sales fees on sold items will be applied. At the beginning of each month, we will add the sales made the previous month (Rates).




WHY SHOULD I SELL ON DELCAMPE?

-
There are no insertion fees, listing an item is completely free on Delcampe (unless you take sales options).

- Sales fees are only applied on sold items... and they are reasonable (Rates).

- Thanks to the Delcampe e-wallet you can immediately receive your buyer's payments.

- Delcampe is international: each country has its national website and all sales are gathered on an international website.

- Delcampe is user-friendly and was made by collectors for collectors.

- On Delcampe you can find a comprehensive online help and an effective customer support that is close to members.

- Delcampe is a user-friendly website, where trust, passion and conviviality in transactions are of great importance.

Click here to register and begin to sell.



 



The website history

Delcampe is the merging of the two passions of its creator, Sébastien Delcampe: collecting and programming.

He used to be a seller on a general Belgian auction website. But he thought that a specialized website meeting collector's needs was really missing. Therefore Delcampe isn't a general auction website and attaches great importance to specialized services.

  • 2000-05: Concept and first days of programming
  • 2000-10: Official opening (only philately)
  • 2001-08: New categories: "Postcards", "Coins", "Other collections" and registration of 1000th member.
  • 2001-12: Launching of Delcampe Experiences, testimonies of satisfied members
  • 2002-02: New "Books & Comics" category
  • 2002-07: Sponsorship of the FilaKortrijk Fair 2002
  • 2002-11: Registration of 10 000th member
  • 2002-12: Concept, printing and selling of the Delcampe Stamp
  • 2003-02: First referendum
  • 2003-04: Sébastien Delcampe quits his job of IT Consultant and devotes himself entirely to Delcampe.net
  • 2003-07: Beginning of members' financial participation through commissions on sold items
  • 2004-01: Delcampe hires his first employee and moves in an office in Enghien
  • 2004-05: Sponsorship of the LeodiPhilex Fair 2004
  • 2004-10: Creation of the Club+
  • 2004-12: Registration of 50000th member
  • 2005-10: Delcampe office open day in Belgium
  • 2005-12: First participation in charity program Téléthon (France)
  • 2005-12: Creation of the online tool to translate into 7 languages
  • 2006-01: Launching of national sites (France, Belgium, Germany, Spain, United States, Italy, Netherlands, United Kingdom)
  • 2006-04: Delcampe holds its section on Wikipedia, the free encyclopedia
  • 2006-04: First participation in charity program Sidaction (France)
  • 2006-05: Prestigious sale of treasures of the Belgian Royal Family
  • 2006-06: Creation of the International Collectors Events Diary (flea-market, event...)
  • 2006-08: Edition of the first Delcampe postcard
  • 2006-09: Creation of the e-wallet in collaboration with Skrill
  • 2006-11: Edition of the second Delcampe postcard for the occasion of the Belgica Fair 2006 (Brussels, Belgium)
  • 2006-12: Launching of Delcampe Switzerland and Delcampe Austria
  • 2006-12: Creation of the wanted list for buyers
  • 2006-12: Registration of 150 000th member
  • 2007-03: Edition of the third Delcampe postcard (in English)
  • 2007-07: Registration of 200 000th member
  • 2007-10: Edition of the fourth Delcampe postcard (in German) for the occasion of the Briefmarkenmesse Fair (Berlin, Germany)
  • 2007-12: Auctions in favour of charity program Téléthon
  • 2007-12: 10.000.000 items sold since the creation of the website
  • 2007-12: Creation of Delcampe Canada
  • 2008-02: Support for the Campagne Educative Philatélique in favour of young people of Cochabamba in Bolivia
  • 2008-03: Delcampe, partner of Sidaction 2008
  • 2008-04: Registration of 250 000th member
  • 2008-04: Integrated zoom and easy browsing thanks to a new picture display
  • 2008-07: 70% of items on the website can be bought through the Delcampe e-wallet
  • 2008-07: Partnership with the American Philatelic Society
  • 2008-08: Delcampe integrates social utilities
  • 2008-08: Edition of the fifth Delcampe postcard (in English)for the occasion of the Picture Postcard Show (London, United Kingdom)
  • 2008-09: Launching of postal verification
  • 2008-09: Up to 10 pictures can be added for free on each sale!
  • 2008-12: Delcampe supports the charity program Téléthon 2008
  • 2008-12: Delcampe is the partner of the book: "Mots de la philatélie"
  • 2009-01: Exceptional sales in favour of the striken multimedia library in Rive de Gier
  • 2009-01: 20.000.000 ongoing sales on Delcampe
  • 2009-02: Sales in favour of the French Commission Comité français de la Maison Louis Braille
  • 2009-03: Delcampe integrates PayPal in the e-wallet
  • 2009-05: Creation and set up of the Delcampe API
  • 2009-05: Delcampe offers the stock sales feature
  • 2009-06: First work sponsored by Delcampe: "Dominique Piazza, un destin marseillais"
  • 2009-06: Creation of a new feature: "Seller of the month"
  • 2009-06: Registration of four 400 000th member
  • 2009-07: Launching of the big monthly Delcampe contest
  • 2009-08: Edition of the sixth Delcampe postcard (in English) for the occasion of the APS StampShow 2009 (Pittsburgh, USA)
  • 2009-09: Participation in Picture Postcard Show Fair (London, United Kingdom)
  • 2009-09: 25.000.000 ongoing sales on Delcampe
  • 2009-10: Participation in Italia Fair 2009 (Rome, Italy)
  • 2009-12: Participation in Monacophil Fair 2009 (Monaco)
  • 2009-12: Launching of Delcampe Prestige: a gate to the most prestigious auction houses


Since the beginning, the reputation of Delcampe is spreading among collectors by word to mouth. This is mainly because we have always been doing our utmost to offer the best services fitting the needs of the members who talk to their friends about the website.



A word from the founder, Sébastien Delcampe


Sebastien Delcampe Dear visitor,


So much has been achieved since the year 2000, when the website Delcampe came to light. As years passed by, it became more and more the main meeting place for thousands of collectors from all over the world.

Thanks to the help of many faithful members and of the Delcampe team, this multinational, multilingual and "multicollections" website has become what it is today.

Today, millions of collectibles are being sold by people like us, individuals or professionals, and everything is done from their computer at home!

Read the testimonies of Delcampe members (They are called "Delcampers" !). Their positive experience is our best publicity.

An online help is at your disposal. There you will find the answers to most of the questions that could cross your mind. If one of them remains unanswered, the English community representative will be there to help you. All you need to do is contact him.


Come and join us ! You are already welcome among us and I hope you will have good times on our website.





The statistics

The website's statistics are available at the bottom of the home page.

You can find:

  • The number of members
  • The number of verified members
  • The number of Club+ (Bronze, Silver, Gold) members
  • The number of ongoing sales
  • The number of items placed on the website since the start
  • The number of items sold since the start
  • The number of items sold during the current month (and previous months)










General website functionning

Delcampe is a website where collectibles are sold between persons.

The sales are often made by auction, but a fixed price sale is also an option.

Delcampe doesn't buy or sell. Delcampe only brings buyers and sellers together, meaning that a seller places items on the website on which the buyer can make a bid.

At the end of an auction, both members receive the other member's data to get in touch and decide which payment methods can be used and how the item must be sent.

The buyer can send the payment to the seller and the seller can send the item to complete the transaction.

To find out how reliable a seller is, a buyer can see the seller's feedback received during previous transactions (by clicking on his nickname).


1 - Seller places an item online

In the main menu, select "sell" followed by "selling form". Here you can log on with your nickname and password. Afterwards, you can enter the information asked. Note that placing an item on the website is free (except when sales options are used).


2 - The buyer pays the item to the seller

The buyer chooses an item. When a bid is made and the item is won, an automatic message from Delcampe will be sent to both the seller and the buyer. The buyer will pay with one of the payment methods proposed by the seller.


3 - The seller sends the item to the buyer

The seller sends the buyer's order immediately


4 - Finalize the transaction

Once the buyer has received the item, buyer and seller can exchange feedback. The seller now pays Delcampe a commission fee.


In short:

Members complete the "transactions" thanks to a "private account" that allows them to administrate their sales or bought items.

The sellers place the items online themselves and the buyers make bids.

Both members are notified by email (which contains the buyer or seller's data), which allows them to complete the transaction after agreeing on the payment method and shipping fee.

If a transaction can't be completed for one reason or another, the seller can always enter a declaration of an unpaid item to avoid the commission fee.

Anyway, thanks to the feedback, you can have an idea of the way this member works.


The international website and the national websites

You can find all necessary information about the advantages and the importance of understanding the difference between the international website and the national websites in "What are local websites?".

Click on the menu bar and select "Help & Contact" > "Guides & manuals" > "What are local websites?".


The Delcampe mission

Delcampe is a team at your service with enthusiast members that offer collectors an international meeting place with a human touch. On the website, trust, passion and friendliness are key words.


Terms and conditions

You can consult our "Terms and Conditions" by visiting the link which you find at the bottom of each page or by visiting the following link:
http://www.delcampe.net/public/pdf/charters/charter_E.pdf


Press Book

You can consult the Delcampe "Press book" by visiting the following link:
http://www.delcampe.net/page/press/language,E.html


News

We improve the website on a regular base.

You can consult the news about the website by entering the menu and select "Community" > "D* News" or by visiting: D* News.




Register (account, subscriptions,...) - The registration form (nickname, password,...), opening a session, modifying personal data, purchasing a subscription to the Club+, closing your account,... :
Close account - Closing your account, refund the amount in my account,...

My Delcampe account. How can I close my Delcampe account?


You can close your account Delcampe account. To do this, simply click on this link:
http://www.delcampe.net/page/view/page,unsubscribe,language,E.html
and... follow the procedure described therein.



The money left in my account. How can I get a refund?

Note that an administrative fee will be charged (2.00 EUR | 3.00 USD | 2.00 GBP | 2.50 CHF | 3.00 CAD | 3.00 AUD), together with costs that depend on the payment method which has been used to credit the account and the payment method which will be used to make the refund.

This is because payments made by credit cards force Delcampe to pay a commission fee to the card editor (Visa, MasterCard, ...). Delcampe pays these fees when receiving a payment, but it is normal that a fee is charged when this payment has to be refunded.

However, the costs which are being charged will always be presented by mail and have to be validated by the member in question to enable us to make the refund.

To find out the total cost, three types of fees will be added up:

1. Fees depending to the payment method used to credit the account:

  • PayPal: 5% of the amount to be refunded
  • Visa & Master Card: 5% of the amount to be refunded
  • Skrill: 2% of the amount to be refunded
  • Bank transfer or check: 1% of the amount to be refunded

2. Fees depending on the payment method used to refund the amount:

  • PayPal: 0% of the amount to be refunded
  • Skrill: 1% of the amount to be refunded
  • Bank transfer: 1% of the amount to be refunded
  • Check (France only): Fee 1.00 EUR

3. Administrative fee:

  • 2.00 EUR | 3.00 USD | 2.00 GBP | 2.50 CHF | 3.00 CAD | 3.00 AUD


In order to receive a refund, we request that all details needed are provided (bank account number, PayPal or Skrill email address,...), so we can make the refund.



Register (account, subscriptions,...) - The registration form (nickname, password,...), opening a session, modifying personal data, purchasing a subscription to the Club+, closing your account,... :
Become a Club+ member - The Club+, the activation code, the subscription, second nickname,...

The Club+. What's the Club+?

You can find all information about the Club+ on the Club+ presentation page.



My sales. Can I transfer my sales from one account to another by using the Lister?

Unfortunately, it is not possible to transfer sales from one account to another with the Lister because the sales are linked to an account, whether or not you have another account.

The only option is to import your sales into a CSV file to enable another member to place them on the website again with the Lister. However, he will need to be a member of the Club+ Gold or the Club+ Premium in order to make this transfer.

You will also have to save all images, because a CSV file only contains text and no images, and that the images are located in the same location on your and his computer (For example "C:images").


The Delcampe Lister. What's the Delcampe Lister?

The LISTER is a program which you can download and install on your computer and will enable you to prepare item lists without having to be online.

It is a powerful tool which will make listing much more easy and you will only have to be online when inserting your items into the Delcampe website.

For more information and to download the "LISTER", please consult the following link: The Lister


My second nickname. Can I benefit from my subscription when using my other nickname?

The subscription to the Club+ is linked to a nickname.
If you have several nicknames and you want to benefit from the Club+ subscription with all accounts, a subscription will have to be purchased for each account.



The Club+. How can I cancel the renewal of my subscription or cancel my subscription?

You can cancel the renewal of your subscription by using this link:
My subscription and select "Not to renew it and lose the Club+ advantages".
Afterwards, you select "Confirm my selection".




The Club+. How can I purchase a subscription?

Visit "Club+" and select "subscribe":

On this page you can find all information and the services that are provided.

After purchasing a subscription to the Club+, the Club+ logo will appear next to your nickname, which will improve the other members' confidence in you.

Note: both regular and professional members can join the Club+.
Note that the Club+ Premium is reserved for professionals and provides access to the setting on sale on "Delcampe Premium".



I have purchased a subscription to the club+. How and when will I receive my code?

After purchasing the subscription, a code will be sent by priority mail. At any time, you can check the date the code has been sent in the "Club+" box that you find  in "My Delcampe" > "Account".

After receiving it, you can enter your code by going to "My Delcampe" > "Account" :
... and select "Enter my activation code".
Afterwards, you can enter the code (which you can find on the back of your membership card) under "Please type in your activation code sent to you by regular mail:" and confirm your code by selecting "Activate".



The Club+. What are the advantages of the Club+?

Joining the Club+ means creating a situation where all parties are winners: larger audience, better security, more options available.
All members of the Club+ will receive the code to activate their subscription by mail. This enables Delcampe to check if their personal identity is genuine, which will enlarge other members' confidence in this member.

You can find information about the Club+ and a subscription form by visiting the following page: Club+



The club+. How can I change my subscription into a higher or lower subscription?

Visit "My Delcampe" > "My control panel" > "My subscription" and select "Upgrade subscription level" or "Downgrade subscription level". Afterwards, you select the subscription you want and confirm by selecting "Confirm my selection".



Register (account, subscriptions,...) - The registration form (nickname, password,...), opening a session, modifying personal data, purchasing a subscription to the Club+, closing your account,... :
Modify my data or profile - The postal address, email, the languages, the profile image,...

My email address. How can I change my email address?

In the menu bar, please select "My Delcampe" > "Account: Contact details".
Change the information in the corresponding fields.
Finally, select "Modify" at the bottom of the page.


The languages I can speak. How can I show other members which languages I can speak?

In the menu bar, please select "My Delcampe" > "Account: Parameters" and select the languages you speak.
Then, click on "Modify" at the bottom of the page.

The little flags next to your nickname will inform the members that you speak those languages.



A picture or logo. How can I add a picture or logo to my profile?

Go to  "My Delcampe" > "Account: parameters".

You can add an "Image" by selecting "Browse".
You can save the change by clicking on "Modify" at the bottom of the page.

This image will be shown on your profile page and when you leave a message on the forum.


My postal address. How can I change it when I move?

In the menu bar, please select "My Delcampe" > "Account: Contact details".
Change the information in the corresponding fields.
Finally, click on "Modify" at the bottom of the page.



Register (account, subscriptions,...) - The registration form (nickname, password,...), opening a session, modifying personal data, purchasing a subscription to the Club+, closing your account,... :
The inscription and respect for privacy - The inscription form and the data on Delcampe

The data on Delcampe. Is this data confidential?

Yes. We do not share any personal information with third party companies without asking your permission first.

We store all information given when registering and prevent anonymous accounts from being created in order to make Delcampe a safe place for all.

IP addresses (addresses used by computers to connect to the internet) are also stored in order to track malicious acts. They are stored for maximum a year.

We are registered:

  • In Belgium: at the Privacy Protection Commission under the number HM2000728/VT4000604.
  • In Luxembourg: at the National Commission for Data Protection under the number T007653-1.


How can I register and why should I?

To open an account, Click here.

Buying and selling items has to be taken seriously. Therefore, it's important that we have access to the member's data because anonymous actions are unacceptable.

You can register on Delcampe for free and benefit from our services.

You can open an account with the available inscription form. In the inscription form, you are obligated to enter the fields marked with an asterisk (*).

  • The nickname: you can choose your nickname. You will need your nickname and password to log on.
  • Name and address: this information is very important for the transaction security and anonymous actions are not allowed on the website.
  • Telephone number: you aren't obligated to give your phone number, but it can be convenient if your email address doesn't work anymore without you knowing it.
  • Email address: this is without doubt the most important piece of information you have to enter. In case the email address isn't correct, you won't be able to use the website because the password will be sent to the wrong address.
    Don't forget to select "Register" at the bottom of the page.

    We will immediately send an email containing your password to the email address you have used to open an account.

    If you haven't received your pasword, it probably went into your spam. Consequently, you can give another email address (Hotmail, Yahoo, Gmail, ...) by contacting our support service. Don't forget to indicate your nickname.

You can find more information in the "Seller/buyer guides".



Registration, free?

You can register on Delcampe for free and benefit from our services.

To find more information about our rates, you can visit the website menu and select "Help & contact" > "Rates".


Register (account, subscriptions,...) - The registration form (nickname, password,...), opening a session, modifying personal data, purchasing a subscription to the Club+, closing your account,... :
The nickname - The choice of the nickname, modify it, having more than one nickname...

Can I register with several nicknames?

Yes, but only if you don't make bids on your own sales to increase the price. Keep in mind that such actions are illegal and consequently your accounts can be closed immediately.


My nickname. How can I change my nickname?

You can modify your nickname every 90 days.

Visit "My Delcampe" > "Account: Contact details".
Here you can modify your nickname in the "Nickname" section.

Enter your new nickname and select the magnifying glass icon to check whether your password is available or not (if it isn't used by another member).

Don't forget to save your new nickname by clicking on "Modify" at the bottom of the page.



My nickname. How can I determine my nickname?

To find out if a nickname is taken or not, visit "Search" > "Search by member".

Consequently, you will find out if the nickname you want is taken.

When choosing your nickname, please keep in mind that you can use but letters, numbers, _, and no blanks.


I would like to use another nickname. Can I use the same email address?

It's possible to open another account with the same email address. This can be linked to several accounts.



I've changed my nickname. Does this has consequences for my account?

Changing your nickname has no influence on your account. Your data, sales, bids,... won't change.


Register (account, subscriptions,...) - The registration form (nickname, password,...), opening a session, modifying personal data, purchasing a subscription to the Club+, closing your account,... :
The password - Forgotten, not received, modify your password, not retyping your password, ...

My password. How can I change my password?

Go to "My Delcampe" > "Account: Contact details".
You'll see two "Password" fields.
Remove the ****** and replace them with your new password. Afterwards, you will have to retype it to make sure there is no mistake.

Don't forget to save the modification by clicking on "Modify" at the bottom of the page.

You will then receive an email containing a link that you have to click on. You will be redirected to a Delcampe page where you will be invited to confirm your change.

 



My password. How come I haven't received my password after registration?

After registering on Delcampe, you will receive an email which confirms your registration.
It will contain your nickname (which you have chosen) and the password we have given you. If you haven't received your password or forgotten it, you can go to the following page: "My Delcampe"> Lost password?

The password is fixed by Delcampe first  to make sure your email address is correct. Obviously, you can modify your password by going to "My Delcampe" > "Account: Contact details".


My password. Is there another way for me to receive my password than by email?

We can only provide your password by email because before using the Delcampe website, it is important that your inbox parameters are determined in a way that allows you to receive the Delcampe messages.
All messages sent by Delcampe (sale or purchase confirmation,...) are sent the same way as your password. If you don't receive your password, you won't be able to use the website correctly.

If you don't receive your password, you can check the security parameters of your inbox as well as your "spam" folder.


My password. What can I do if I haven't received my password?

You will have to make sure that a spam filter isn't blocking our messages, which would explain why you haven't received our mail with your password.
If this is the case, you can find the mail in your "spam".

You can ask for your password again by visiting:
Lost password and enter your nickname or email address.
A message that contains your password will be sent to you immediately.

If this doesn't work, you could try creating another email address like Yahoo, Hotmail or another email address of your choice. Afterwards, you can contact us so we will update your data so you can receive your password.

It's possible that the email address you have given isn't correct. If this is the case, please don't hesitate to contact the support service who will correct your email address so you can receive your password.



My password. What can I do if I've forgotten my password?

In my Delcampe, you will find a link called "Lost password?".

Here you can ask for a message that contains your password by using your nickname.



My password. How can I make sure I don't have to enter my password every time I visit the website?

For security reasons, your session will automatically be closed a few minutes after you have closed your browser.
However, you can request your session to remain open even if you close your browser or switch off your computer.
This option enables you to prevent having to log on each time you visit the website.

Delcampe suggests you avoid using this option if other persons have access to your computer. When choosing this option, a file containing your nickname and password will be placed on the hard disk of your computer, which can be accessed by other persons when using your computer.

You can activate an automatic session by selecting "Keep me signed in" in "My Delcampe" > "Account: Parameters".


Register (account, subscriptions,...) - The registration form (nickname, password,...), opening a session, modifying personal data, purchasing a subscription to the Club+, closing your account,... :
Open a session - Logging on, multi-site login, automatic identification, ...

Difficulties when opening a session (Cookies, Javascript, ...). What can I do?

There are two possible reasons:

1. Your navigator doesn't accept Javascript:

When using Internet Explorer, you can go to the menu "Tools" --> "Internet Options" --> tab "Security" --> Security Level for this Zone.
In the opened window, select enable under "Active Scripting".

2. Your navigator doesn't accept cookies:

When using Internet Explorer, you can go to the menu "Tools" --> " and select the " --> tab "Confidentiality" and place the level on "Medium".

If the problem continues, we advise you to try another Internet navigator.
You can download and install:
Firefox



Open a session. How can I open a session and why?

After logging on, you will be able to conduct actions on the website (buy, sell, etc.).

All time indications on the website are adapted to your local time zone (this can be changed by visiting your parameters). All amounts will also be converted into the currency of your choice, which you can also change by visiting parameters).

You can log on by visiting "Open a session". You can find this on all pages of the website.


Using the Delcampe multi-site option. What's this?

When opening a session on Delcampe, your session will be valid for all Delcampe websites (both national and international) which will allow you to go from one website to another without having to log on every time you change websites.



The automatic identification when entering the website. What's the automatic identification?

For security reasons, your session will automatically be closed a few minutes after you have closed your browser.
However, you can request your session to remain open even if you close your browser or switch off your computer.
This option enables you to prevent having to log on each time you visit the website.

Delcampe suggests you avoid using this option if other persons have access to your computer.
When choosing this option, a file containing your nickname and password will be placed on the hard disk of your computer, which can be accessed by other persons when using your computer.

You can activate an automatic session by selecting "Keep me signed in" in "My Delcampe" > "Account: Parameters".


A session. What's a session?

The sessions make sure all information is saved during a member's visit to the website. This information includes the member's nickname, password, preferences,...


Rates and payments - The Delcampe fees, the sales options, the declarations of unpaid items, the Club+, the system of payment methods management, professional members and merging sales commission :
Pay my Delcampe fees - The payment methods for paying your Delcampe fees, the payment view,...

The Delcampe fees: How much are they and how can I pay?

For more information, please consult the page about our rates.

You can pay by:

  • Bank transfer
  • Credit card or online Banking
  • French cheque or international money order in Euro (delivery address stated in the link below)
  • Skrill
  • PayPal
  • Cash (EUR, USD, GBP, CHF, CAD and AUD)

Find out more by visiting  "My Delcampe" > "Account" > "My Delcampe fees: Credit my account".

Only payments made via the Delcampe website by PayPal, Skrill or credit cards are processed immediately.

 

 



Where can I find the sales options I have selected for this month?

You can find them by visiting "My Delcampe" > "Account" > "My Delcampe fees: Account Record".

... Then, select the link: "Selling options of the current month" just above the box and you will see all sales options you have chosen during the current month.



How can I pay small amounts?

You can wait until you owe 5 EUR/USD/GBP/CHF/CAD/AUD before making the payment. You can also anticipate future payments and credit your account in advance.



Is it possible to pay my Delcampe fees with Skrill or PayPal?

Yes, of course.

Just go to  "My Delcampe" > "Account" > "My Delcampe fees: Credit my account". You can then choose Skrill or PayPal as payment method and follow the instructions.



I have sent the money but my account balance is still negative. Why is my account balance still negative?

All payments are processed manually and it might take several working days before the amount is credited.
You will receive an email once the amount has been credited on your Delcampe account.

Only payments made with Skrill, PayPal or Credit cards are processed immediately.



When is the commission fee calculated?

The commissions are charged at the beginning of each month for the sales of the previous month.

To find out how much commissions you will have to pay, you can go to  "My Delcampe" > "Account" > "My Delcampe fees > Account Record"

 



Where can I find the sold items details?

You can find all details about sold items by going to "My Delcampe" > "Account" > "My Delcampe fees: Account Record"

Just select [Details]. You can then find a summary of all sold items and cancelled sales (with a red background and with the title being struck through). At the bottom of this summary, you can find the total amount of completed and cancelled sales.

 

 



I cannot credit my Delcampe account. How come?

For your safety, you can credit your Delcampe account only once per day maximum.

This limit only applies if you are a new member.


Rates and payments - The Delcampe fees, the sales options, the declarations of unpaid items, the Club+, the system of payment methods management, professional members and merging sales commission :
Purchasing sales options - The rates and validity of sales options, errors commited when purchasing sales options,...

Where can I find the sales options I have selected for this month?

You can find them by visiting "My Delcampe" > "Account" > "My Delcampe fees: Account Record".

... Then, select the link: "Selling options of the current month" just above the box and you will see all sales options you have chosen during the current month.



How much do sales options cost?

For more information about our sales option rates, please visit "Help & Contact" > "Rates".


What can I do if I have taken sales options by mistake?

Sales options are charged as soon as they are taken.
However, in case you have made a mistake, we invite you to contact the Delcampe customer service via the Delcampe help and support page. At that point, we will decide whether a refund can be given.


How long do sales options last?

Sales options last until the end of a sale, 28 days at the most.


When are the fees for sales options calculated?

Sales options fees of the ongoing month are credited at the beginning of the following month.

To see your fees, go to  "My Delcampe" > "Account" > "My Delcampe fees:  Account Record".



Rates and payments - The Delcampe fees, the sales options, the declarations of unpaid items, the Club+, the system of payment methods management, professional members and merging sales commission :
Register a declaration of an unpaid item - Cancel a sale made by error, not having to pay a commission fee for unsold items,...

How can I cancel a sale created by mistake?

If no offers have been made, just click on the link "Close the auction" on the item page. A new window will then open in which you can close the sale.

If an offer has been made, then you can't close the auction and you will have to inform the highest bidder as soon as possible.



I've made a declaration of an unpaid item but the buyer has finally paid. How can I cancel my declaration of an unpaid item?

You can cancel a declaration of an unpaid item by going to "My Delcampe" > " Sell" > "My Delcampe fees > Unpaid items" and by clicking on "Withdraw fee cancellation request".


How can I report an unpaid item and what is the function?

After the sale has ended, you have two months to fill in a declaration of an unpaid item by going to "My Delcampe" > "Sell" > "My Delcampe fees: Unpaid items". On this page you should fill in the form by indicating ONLY the item number (without the "#" symbol) and give a small explanation to justify why the sale isn't completed. Remark: in order for the system to accept your declaration of an "unpaid item", you will have to give first your buyer a "neutral" or "negative" feedback.
If the declaration of an unpaid item has been accepted, the total commission fee to be paid will be recalculated and your balance will be updated.

If the sale has been closed more than two months ago, it is no longer possible to fill in a declaration of an unpaid item, because the sales are automatically archived by the website and can no longer be cancelled.



I've made a declaration of an unpaid item but I don't see a refund on my account. Is this normal?

In fact, your account hasn't been credited. We are updating the total amount of your sold items.
Consequently, there's no line with the title "refund for accepted declarations of unpaid items" in your account record. Once the declaration of an unpaid item has been accepted, the commission fee of the month in which the transaction took place will be calculated and amended in your account record.

You can check the details of your commission fee by going to "My Delcampe" > "Account" > My Delcampe fees > Account Record.

Here you can select [Details]. You will see that the cancelled items are struck through.
At the bottom of the page, you will also find the total amount of sold items and the total amount of cancelled items.


Why was my unpaid item request rejected?

The reason for which your declaration of an unpaid item wasn't accepted is always indicated under the sale's title in  "My Delcampe" > "Sell" > My Delcampe Fees > Unpaid items.

There may be several reasons:

- The seller gave a 100% feedback to his/her buyer
- The seller didn't give any feedback at all.
- etc...


Rates and payments - The Delcampe fees, the sales options, the declarations of unpaid items, the Club+, the system of payment methods management, professional members and merging sales commission :
Take a subscription to the Club+ - The rates and subscription renewal

My second nickname. Can I benefit from my subscription when using my other nickname?

The subscription to the Club+ is linked to a nickname.
If you have several nicknames and you want to benefit from the Club+ subscription with all accounts, a subscription will have to be purchased for each account.



The Club+. What are the rates of the Club+?

Thanks to the Club+, you can benefit from exclusive services and discounts on certain rates. You can find more information about the Club+ by visiting:
http://www.delcampe.net/club.php?language=E


Rates and payments - The Delcampe fees, the sales options, the declarations of unpaid items, the Club+, the system of payment methods management, professional members and merging sales commission :
Using Skrill - The rates with regard to using Skrill and cancelling an inscription

The rates. What are the rates?

General message

Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

However, you can benefit from Skrill assistance by clicking here.


You can discover a presentation about Skrill' services by clicking here.
 

 

  • Opening an account is free
  • To send funds is free
  • A mere 2% + 0.19 Eur fee is charged for receiving money when using Skrill via Delcampe. This low rate allows us to render this payment method available to everyone on Delcampe and make it very competitive with regards to other payment solutions.

    Examples:
    • To receive 5.00 Eur, the fee is 0.29 Eur.
    • To receive 50.00 Eur, the fee is 1.19 Eur.
  • Costs when adding money to or retrieving money from your account.
The fee depends on the payment method used.
Please check out the rates on the Skrill website for additional information.
  • Advice: If costs are charged when adding or receiving money, you can transfer bigger amounts and reduce the number o transfers you make. There's no minimum amount or a deadline to add or receive funds.
  • Fees for currency changes.
Skrill applies fees if the person who sends the money uses a different currency than the person who receives the money.
You can consult the rates on the Skrill website for more information.


A Skrill account. How can I open an account or link an existing account to Delcampe?

General message:

Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

However, you can benefit from Skrill assistance by clicking here.

 


To open a Skrill account :

If you are a buyer, go to "My Delcampe" > "Buy" > "My Payments: Configuration"

If you are a seller, go to "My Delcampe" > "Sell" > "My Payments: Configuration"

There, click on the "Activate" button at the level of Skrill.

If you don't have a Skrill account, you will have to answer "No, I want to create a new one now" to the question "Do you already have Skrill account?".

Click on "Click here to create your Skrill account!". Then, follow the instructions on the Skrill website.


If you already have a Skrill account, you will have to answer to the question "Do you already have a Skrill account on www.skrill.com?". Then, you can enter your Skrill email address and select "Modify".



The Skrill payment method. How can I disable it (and unsubscribe of it)?

General message:

Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

However, you can benefit from Skrill assistance by clicking here.

 
  • To disable the Skrill payment method on the website:
If you are a buyer, go to "My Delcampe" > "Buy" > "My payments: Configuration"

If you are a seller, go to "My Delcampe" > "Sell" > "My payments: Configuration".

Select "Disable" and then click on "Modify".
 

 

  • To disable your Skrill account:

Contact the Skrill support. Their support service will take care of your account and refund the funds available on your account.

Note that the time to receive an answer depends on Skrill (independent from Delcampe).

You can contact the Skrill support by using this link:

delcampe@moneybookers.com



Is it possible to pay my Delcampe fees with Skrill or PayPal?

Yes, of course.

Just go to  "My Delcampe" > "Account" > "My Delcampe fees: Credit my account". You can then choose Skrill or PayPal as payment method and follow the instructions.



Rates and payments - The Delcampe fees, the sales options, the declarations of unpaid items, the Club+, the system of payment methods management, professional members and merging sales commission :
Being a regular/professional seller with or without multiple nicknames - The [PRO] logo, invoice of Delcampe fees, advantages of professional members, merging commission fees of several accounts into one account,...

Can I register with several nicknames?

Yes, but only if you don't make bids on your own sales to increase the price. Keep in mind that such actions are illegal and consequently your accounts can be closed immediately.


The [PRO] logo next to my nickname. How can I get this logo next to my nickname and register as a professional member?

To register as a professional seller and have the logo [PRO] added to your nickname, you have two possibilities:

  • You are liable to VAT.
In that case, send us your billing address and your VAT number at info@delcampe.com. You will then get a 20% discount on our rates.

N.B. To check if your VAT number is valid, click on the following link: http://ec.europa.eu/taxation_customs/vies/lang.do?fromWhichPage=vieshome&selectedLanguage=EN
 
  • You are not liable to VAT and you don't have a VAT number.
In that case, you can send us your billing address and your trade register number or your TAX ID number. You will then get a 10% discount on our rates.


In both cases, you should always send us a scan of your Federal Tax ID Document".
Note: this document must have been issued for less than a year.

Once we have this document, we will proceed with your registration as a Professional member on the Delcampe.

Once done, you can consult every month your bill and print it by visiting "My Delcampe" > "Account" > "My Delcampe Fees: Account Record".


An invoice of my Delcampe fees. How can I obtain an invoice of my Delcampe fees?

An invoice will also be made available during the first 5 working days of the month that follows the month in which the payment was made. You can find it by going to "My Delcampe" > "Account" > "My Delcampe Fees: Account Record".

Note that only members with the [PRO] logo can benefit from an invoice.


Professional membership. What are the advantages of a professional membership?

After opening an account, you can provide your VAT number. Consequently, you will receive a discount of 10 or 20% on the commission fee.
An invoice will also be made available during the first 5 working days of the month that follows the month in which the payment was made.You can find it in "My Delcampe" > "Account" > "My Delcampe fees: Account Record".


The commission fee. How can I pay the commission fee for several accounts by crediting only one account?

You can provide a list with your nicknames if you are using several ones for selling.

Consequently, you will benefit from a lower commission rate if the commission fee for all accounts is combined.

We won't merge your accounts but we will calculate the total commission fee that has to be paid and place it on one account of your choice, the so called "parent" account.


Search for items - The categories, the search engine, announce my search, the tools and much more :
Navigate the categories - Show items and images in categories, listing items and report a missing category

The complete list of categories. Where can I find this list?

Select "Sell" in the website's menu. Afterwards, you can choose "Selling form".
Here you can select [List] in the "category" part next to "find a category". A list will consequently be opened.



To change the way images are shown. How can I do this?

You can determine how the images are shown in a list of items.

You can do this in the frame which you can find at the left side of the search results in "Layout" :
  • Gallery,
  • All images,
  • Large images,
  • Small images,
  • Without images,
  • Number of Items per page.
Finally select "Apply" to register.



Items display within categories. How can I determine this?

You can adapt the list of parameters which allows you, for example, to see the new sales.

You can adapt the list parameters by visiting the frame "Contents", which you can find at the left side of the search results:

  • Ongoing
  • With bids only
  • New since x day(s)
  • closing within x hour(s)
  • completed
  • sold only, ...

You can also rank the items by "Sort by":

  • Most recent first
  • Closing soon first
  • Least expensive first
  • Most expensive first
  • Afterwards, select "Apply".


    Note than if you select "Check this box to use these parameters for all lists", the changes will be registered and applied during your next visits, until you save other parameters.



    Search for items - The categories, the search engine, announce my search, the tools and much more :
    Use the search engine - Search by keyword, member, visit and browse a store,...

    A search by key word. How can I conduct a search by key word?



    Using key words in a simple way

    To search: Conduct this search: Example:
    Items that contain a key word
    - Select « One word » - Enter your word America
    Result: all items that contain the word « America »
    Item that contains at least one of both key words
    - Select « One word » - Enter both words and separate them with a blank New York
    Result: all items that contain the word « New » but also « New York » or « York » or « New »
    Item that contain both words for which the order isn't important
    - Select « All words » - Enter both words and separate them with a blank New York


    Result: all items that contain the words « New York » but also « York New »
    Item that contain both words in a precise order - Select « Exact sentence » - Enter both words in the right order and separate them with a blank New York

    Result: all items that contain the words « New York » in the exact order.
    Items that contain the beginning of a word
    - Select any search mode
    - Enter the beginning of a word (at least three letters) followed by a star.
    Brit*

    Result: all items that contain words that start with
    « Brit » like « Great-Brittain», « Britton », « Brittish », ... Note: you will need at least three letters to conduct a search.


    Advanced use


    The Delcampe search engine can also be used in a more precise way by avoiding certain key words.

    Using the operator « & »

    This operator means « and ». When entering « New & York », you will get all items of which the title contains « New » and « York », in random order. This search method corresponds to « All words ».

    Using the operator « | »

    This operator means « or ». When entering « New | York » you will get all items of which the title contains « New » or « York », in random order. This search method corresponds to « One word ».

    Using the operator « - »

    This operator means « without ». When entering « New-York » you will get all items of which the title contains « New », but not the word « York ».

    Using the operator « "" » (Quotation marks)

    This operator is for finding an exact expression. When entering « "New York" » you will get all items of which the title contains « New York » in the exact order. This search method corresponds to « Exact sentence ».

    Mixing operators

    The search option « Advanced Syntax » allows you to mix search operators in one search.

    • For example, when entering « Cathedral Paris|Brussels|London », you will get all items of which the title contains « Cathedral » and « Paris », « Brussels » or « London ».
    • The operation with composed names is specific. The operator « - » means « without » so you will have to write the composed names between quotation marks. For example, to search for items for which the title contains the French city « St-Tropez » or « Saint-Tropez », you will have to enter « "St-Tropez" | "Saint-Tropez" ».


    A seller. How can I find a seller and browse his store?

    In the menu, select "Search" > "Search by seller", enter the seller's nickname and select "Search in Delcampe International.


    The search engine on Delcampe Marketplace. How does it work?

    Several possibilities to search for items, you can:

    • Search by key words in the titles (and eventually in the descriptions) of the items;
    • Select a seller in the list;
    • Enter an item number;
    • Search by nickname.
    • Use the advanced search
    For more info on the search with keywords, click here.

    Note: The search engine for "Delcampe Premium" is different than the one proposed for "Delcampe Marketplace". Click here to obtain more information as regards the operation of the search engine on "Delcampe Premium".


    My nickname doesn't appear in the seller's list. What happened?

    This list only contains sellers who have a Club+ Gold subscription (Click here to join).

    This list is updated each 24 hours. Consequently, you may have to wait until the next day to see your name appear in the list.

    When your sales are being renewed, your nickname might not appear in the list. However, your name will appear again after the following update.


    An item. How can I search an item by item number?

    In the menu, select "Search" > "Search by number", enter the item number and select Search.


    A member. How can I find a member?

    In the menu, select "Search" > "Search by member", enter the member's nickname and select Search in Delcampe International.


    The seller's items. How can I search amongst his items?

    This function can only be accessed by members of the Club+ Gold.

    In the menu bar, you can visit "Search" > "search by seller", select the seller's name and choose "Search in Delcampe International" to access his store.
    You can use the search engine on top of the page to conduct a search in his store.




    A missing category. How can I suggest a category to Delcampe?

    In the sales form, you will be able to suggest a category by selecting the link "Category suggestion", which you can find next to "Category".


    The seller's items. How can I access the list?

    By clicking on a seller's nickname, you can access a link which leads to all his sales.

    You can also access his sales by visiting the menu and select "Search" > "Search by seller", select the seller and click Search in Delcampe International.


    A search in several categories. How can I make it?

    To make a search in several categories, you should enter one or several keywords in the Search field on the top of the page.

    Then click on the box located at the right of the search field. A drop-down list will appear. On this list, you only need to tick the categories you want to add to your search.
    Click then on the "Search" button.


    A search with translations of the keywords entered(in the 6 Delcampe languages). How can I make it?

    When making a search, the search engine can add the translation of the entered keywords in the search results.
    To make a search with a translation in the 6 Delcampe languages, enter one or several keywords in the Search field at the top of each page. Select then Yes" for the question "Look for translations:" in the search options and click on the "Search button".

    I.e.: "dog" will be translated into "chien", "hond", "hund", "cane" and "perro".

    Remark: the translation is automatic. So it is a basic translation and obviously can be less relevant if you use sentences or complicated words.


    Search for items - The categories, the search engine, announce my search, the tools and much more :
    Communicating a search - Browsing and searching with notifications

    My wanted items. How can I administrate them?

    To administrate the items you are looking for, click "My wanted list" in "I am looking for". Here you can modify or remove items you are looking for.


    You will have to register the changes by selecting "Update wanted item" at the bottom of the page.



    The wanted items. How can I find them and give an answer?

    If you want to look for a wanted item and give an answer, you can visit "I am looking for" and choose "Search through Wanted list".


    Afterwards, you can select a category, select the title and select [Asking a question] or [suggest an item].



    Search for items - The categories, the search engine, announce my search, the tools and much more :
    Discover the other search tools (email alerts, favourites, keyword cloud) - The favourites and email alerts

    The system of favourites. What are favourites?

    The favourites allow you to register your favourite sellers, searches and categories.

    You can access your favourites immediately after logging on.



    The keyword clouds. What are the key word clouds?

    The keyword clouds are visible on the main page in the frame "Most frequent", but also in many other places on the website depending on the country, language and category that are used.

    The words you see are the words which are entered most in the search engine, and are the colector's items that are wanted the most.

    The most popular words are written in bold and are bigger than the other words. By clicking on a word, a search for this word will be made automatically.

    The three most popular words can generally also be found in the search engine.

    The clouds are uptated on a daily basis according to the searches made the previous day. Consequently, no word will appear twice.



    A search within my invoices. How can I do it?

    You have the possibility to perform a search within your invoices in "My Delcampe" > "Buy: Purchases" (if you are a buyer) or in "My Delcampe" > "Sell: Items sold" (if you are a seller).

    To perform this search, type the data in the field dedicated to this effect and select the type of data to be researched within:
    • personal item numbers (only for sellers with a Club+ Gold or Premium subscription)
    • titles
    • item numbers
    • invoice numbers (Only from the tab "Awaiting dispatch" or "Awaiting shipment")
    • invoice total
    • sellers'/ buyers' nicknames
    • sellers'/buyers' last and first names


    Buy - The sales description, the seller's profile, the offers (automatic, lower, group,...) PayPal, mediation,... :
    Ask a question or contact the seller - Questions regarding a member (how, why,...)

    A member. How can I contact a member in private?

    By clicking on his/her nickname, you will be able to access this member's profile. Then, select "contact".
    The member will receive a message in "My Delcampe" > "Messages: My received messages" and a copy is sent to his/her personal email address.



    How can I ask a seller a question?

    It's very important to ask questions before making a bid to make sure that the item which is sold is the item you're looking for.

    A form is available at the bottom of the page where members can make a bid.


    Additional time for paying. How to request it to the seller?

    To request additional time before sending your payment, go to “My Delcampe” > “Buy: Purchases” and select the tab "Awaiting payment".

    There, select the invoice concerned and click on the link “Request for additional time” right below. A field is dedicated to precise your request. Then click on the button “Send the request”.


    Buy - The sales description, the seller's profile, the offers (automatic, lower, group,...) PayPal, mediation,... :
    Consult the buyer guides - Difficulties while translating, the guides,...

    How can I buy?


    1. Registration is free on Delcampe. You just have to fill in our registration form.

    2. We send an email with your password. You can Sign in thanks to your nickname and password.

    3. Look for the item of your choice thanks to our search engine or browse the categories.

    4. Once you have found the item of your choice, carefully read the information on the item presentation page like the title, description, sales conditions, shipping fee and the message from the seller. In case of a doubt, you can ask the seller a question on the sales page.
    You are also advised to consult the seller's profile (look at his history, feedbacks, etc.) by clicking on his nickname.

    5. You are interested in the item?

    • Make an offer
    • Buy immediately at a fixed price (only for a fixed price sale)
    • Place it in your cart (only for a fixed price sale)

    6.a. In the case of an auction, you buy the item if, at the moment of the closing of the sale, you are the highest bidder.
    6.b. In the case of a fixed price sale, you buy the item immediately or confirm your cart.

    7. An automatic email that contains the main information about the sale is sent to both you and the seller. Contact your seller as soon as possible to agree on the payment method and the exact amount to be paid. If you have activated Skrill or PayPal, you can pay your seller immediately.

    8. Pay the item with a payment method offered by the seller. He can choose between: PayPal, Skrill, bank Transfer, COD (Charge on Delivery), national or international cheque, cash, etc.

    9. Once he has received the payment, the seller will send you the items bought.

    10. After reception of the items, you can give feedback to the seller and add a commentary about the transaction. He can return feedback.



    WHY BUY ON DELCAMPE?

    -
    You can safely buy items from our collectors who have much positive feedback. Note that Delcampe believes security is very important.

    - Delcampe allows you to pay instantaneously your sellers through virtual payment methods.

    - Delcampe is international: some countries have a national website and all sales and websites are combined into one international website.

    - Delcampe is a simple website made by collectors, for collectors.

    - Delcampe offers a complete Help manual and a support which provides human contact and works efficiently.

    - Delcampe is a website with a human touch where trust, passion and friendliness are keywords.


    Click here to open an account and start selling or buying



    About the guides

    We offer you the guides to help you complete transactions.

    You can download the guides in PDF: Guides and manuals


    Buy - The sales description, the seller's profile, the offers (automatic, lower, group,...) PayPal, mediation,... :
    Submitting, modifying or removing an offer - The different types of bidding: automatic bid, lower bid, group bid,...submitting, modifying or removing them,...

    The different bidding types. What are the different bidding types?

    There are several ways to make a bid on Delcampe:

    • Submit a bid:
    1. For an auction

        Bid: You can submit a bid equal to the starting price or make an higher offer by adding the increment amount, which is mentioned on the description page of the item, to the bid that was last made.

        Automatic bid: You can enter the maximum amount you are willing to spend in the box where you can make a regular offer. If this amount is higher than the current highest bid, your bid will become an automatic bid. This means that the computer system will make 
        bids on your behalf until the maximum price which you have entered is reached. Note that a higher offer will only be made if another member submits another bid.

    2. For a fixed price sale

        Click on the "Buy now" button or click on the "Add to cart" button and confirm your cart in order to acquire the item immediately.
     
    • Submit a lower bid:
    A member can make a bid which is lower than the starting price of the item. A lower bid can only be made if the item has been present on the website for 0, 1, 2, 3, 4, 5, 6 or 8 week(s) (according to the seller's choice). A link will then appear on the presentation page of the item, in the frame which Delcampe members usually use to place a bid. Note that a lower bid has to be at least 50% of the starting price.
    • Submit a lower group bid:
    A lower group bid is a bid that combines several items from the same seller. A lower group bid can be made the same way as a lower bid and can only be made if the item has been present on the website for 0, 1, 2, 3, 4, 5, 6 or 8 week(s) (according to the seller's choice). A link will then appear on the presentation page of the item, in the frame which Delcampe members usually use to place a bid. Note that a group bid has to be at least 50% of the starting price. Don't forget to mention all items numbers.


    A bid. How can I cancel a bid?

    For a fixed price sale, it is not possible to cancel your bid. You should contact your seller to see if the sale can be cancelled. Important note: he/she can refuse to cancel the sale. However, for an auction, you can ask to have your bid "exceptionally removed".

    A buyer that has made a bid by error can cancel his/her bid within 24 hours. However, two conditions should be met: the sale should not be over and he/she has to be the only bidder. Each member can cancel 5 bids each 30 days.
    The buyer has to justify his/her actions and contact the seller.

    You can cancel a bid by logging on and visiting the sales page.
    Here, you will see a yellow frame above the item title, in which you can find a link "Withdraw your bid for this sale".
    Note that you won't be able to cancel your bid if it was made more than 24 hours ago. You will thus have to contact the seller to explain the situation and ask if he wants to cancel the transaction. In this case, we advise the seller to leave you  "a comment only" feedback to cancel the sale.


    A bid. How can I make a bid?

    On the description page of the item, you can find a form.

    On this form, you will have to enter your nickname and password.

    For an auction, you can make a bid equal to the starting price, or you can bid by simply adding the bid increment defined on the description page, or you can enter the maximum amount you are willing to spend on this item (automatic bid).

    For a fixed price sale, click on the "Buy now" button or "Add to cart" button and confirm your cart.



    An automatic bid (with maximum bid). How can I submit an automatic bid (with maximum bid)?

    You can enter an automatic bid (with maximum bid) in the box where you can make a regular offer. This corresponds to the maximum amount you are willing to spend. If this amount is higher than the current highest bid, your bid will become an automatic bid (with maximum bid). This means that the computer system will make bids on your behalf until the maximum price which you have entered is reached.



    An automatic bid (with maximum bid). How can I cancel an automatic bid (with maximum bid)?

    You can increase your maximum bid by making another bid that is higher than the current price and not the same as your current maximum bid. Consequently, your maximum bid will be automatically increased.

    If you have made a mistake when entering your maximum bid and the system is bidding for you, you can make another bid (current highest bid + increment).

    You can also cancel an automatic bid by making a bid which is lower than the current price.



    A lower bid. How can I make a lower bid?

    The link to make a lower bid appears in the frame where you can make a bid.  The timeframe in which a buyer may submit a lower offer is determined by the seller.

    In order to be notified about this type of bid, the seller has to indicate that he accepts to receive messages with lower bids.
    Finally, the bid must be at least 75% of the price asked by the seller.

    The seller has 4 options:

    - Refuse the bid and continue the sale;
    - Accept the bid: the item will be sold at the suggested price;
    - Accept the bid but keep the item at auction (the first bid of the auction will be automatically placed by the member who has offered the lower bid. The auction will be relaunched for a period of time going from 1 to 7 day(s) according to the seller's decision.
    - Propose a counter-offer

    The seller isn't obliged to answer to a lower bid if he/she doesn't find it interesting. The seller can change his/her mind as long as the bidder hasn't cancelled the bid.

    The bid remains valid for a period of 30 days.
    The buyer has a chance to modify the bid by going to "My Delcampe" > "Buy: Lower bids".
    Please use this option with moderation to avoid abuse.


    A lower group bid. How can I make a lower group bid?

    The link to make a lower group bid appears on the auction under the box where you would normally place a bid. The timeframe in which a buyer may submit a lower offer is determined by the seller.

    Note that the seller, in order to be informed of these, has to accept the emails for this type of offers in its parameters.
    Finally, the amount of your bid must be at least 50% of the price asked by the seller.


    The seller then has three options:

    - Reject the offer and leave the sales as they were;
    - Reject the offer, propose a counter-offer of an intermediary amount (see example below);
    - Accept the offer, the items will then be sold at the lower price proposed by the applicant.

    The seller is not obligated to respond to a lower group bid which he/ she deems uninteresting.

    The buyer's offer will be valid for 30 days from the date of submission of the lower bid. The seller may, within that period, accept or reject the offer.
    The buyer has the possibility to modify his/ her offer via "My Delcampe
    " > "Buy: Lower bids".
    This possibility should be used with moderation, so that there is no abuse.


    Counter-offer example

      A seller has 3 sales:
    • Item 1 : 3.00 EUR
    • Item 2 : 5.00 EUR
    • Item 3 : 2.00 EUR
    • (total : 10.00 EUR)

    The buyer offers 5.00 EUR (50% of the total) for these 3 sales.

    In case of a counter-offer, prices are modified so as to correspond to the intermediary amount between the current price and the price proposed by the buyer:
    • Item 1 : 3.00 EUR x 75% = 2.25 EUR
    • Item 2 : 5.00 EUR x 75% = 3.75 EUR
    • Item 3 : 2.00 EUR x 75% = 1.50 EUR
    • (total : 7.50 EUR)

    An email is then sent to the buyer in order to inform him/ her.


    A lower bid. How can I remove a lower bid?

    You can delete a lower bid by going to"My Delcampe" >Buy: Lower bids".
    ... here you can select the bid and remove it by clicking on "Delete" on the right.


    Higher bid. Another member placed a higher bid during the last seconds.

    The clock that makes the countdown during the last hour of the auction is indicative.

    Note that the list with bids isn't updated automatically. Consequently, it is important to "update the list (refresh)".

    Otherwise, you might not be able to a higher bid appear.



    The seller doesn't answer my lower bid. How long does the bid remain valid?

    The seller is not obligated to respond to a lower bid that he/ she deems uninteresting.
    The bid remains valid for 30 days from the date of submission of the lower bid. Within that period, the seller may accept or reject the offer.


    A lower bid. How can I change a lower bid?

    To modify a lower bid, you can go to "My Delcampe" > "Buy : Lower bids" and select "Modify". A new window will open in which you can enter a new amount. Note that you can only modify the lower bid made to the seller by increasing the price by at least 10%.
    This avoid abuses: for instance when a bidder increases his/her bid by 0.01 EUR.
     


    I cannot bid on the sales of a seller. Why?

    It is possible that the seller has delimited certain destinations (countries) in his/ her sales conditions and that yours is not included in them. In this case, the system prevents you from placing a bid on his/ her sales.

    In order for you to be able to bid on his/ her sales, the seller has to go to "My Delcampe" > "Sell" > "My store: Sales conditions" and select your destination. Then, he/ she has to click on "Send" at the bottom of the page.


    Buy - The sales description, the seller's profile, the offers (automatic, lower, group,...) PayPal, mediation,... :
    Disputes resolution (I'm a buyer) - Difficulties with a seller, the Mediation resolution,...

    Difficulty during a transaction. What can I do?

    Delcampe advises its members to visit the "Disputes resolution" in "My Delcampe" if the sale has ended less than 90 days ago.

    This function allows buyers and sellers to communicate and establish contact to eventually solve the dispute.
    Consult the following link: Disputes resolution

    Here you can explain your point of view and the other member can do the same. If no solution is found after a certain period, you can ask for a Delcampe mediator.

    A member who doesn't answer in the dispute resolution can receive a warning, as mentionned in the Terms and conditions.


    About the guides

    We offer you the guides to help you complete transactions.

    You can download the guides in PDF: Guides and manuals


    The mediation resolution. What's the mediation resolution and how can I use it?

    The vast majority of all transactions on Delcampe are completed without problems. However, difficulties between members may occur. Because we hope that you have positive experiences with Delcampe, we have created the Mediation resolution.

    A dispute has to be started within 90 days after the sale has ended. After this date, it will no longer be possible to use the mediation resolution.

    It is very important to use the mediation resolution in a correct manner so Delcampe could intervene to look at the situation.

    Here are the different steps that have to be taken to enter a dispute in the correct manner:
    • Select your transaction status (buyer or seller);
    • Select the dispute motive from the list provided;
    • Enter the item number;
    • Select "Start dispute resolution process";
    • Explain the situation clearly so the other party will be aware of the difficulty (if no explanation is given, the mediation demand won't be answered);
    • An automatic message is sent to the other party to warn that an answer is needed;
    • If the other party answer, an automatic message will be sent to you in which you will be asked to continue the discussion in the mediation resolution.
    • If the other party doesn't answer within 7 days, you can leave a comment or a negative feedback
    • If the dispute is about an item which you have paid but not received or an item that doesn't correspond to the description and you haven't received an answer in the mediation resolution after 7 days, you can contact Delcampe's customer support;
    • If, despite this attempt to communicate, the situation does not evolve and does not come to a solution you have the possibility to directly ask a mediator from the Delcampe team to intervene upon 2 weeks after the dispute was opened;
    • However, if a solution is found, one of both parties can close the dispute.


    I'm a buyer. I have paid for an item but haven't received it. What can I do?

    Don't forget to check whether the seller is absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page).
    • If you haven't received your item 7 days after you have made the payment, you can enter Mediation resolution. If you don't receive an answer from the seller after 7 days, you can contact Delcampe's customer support by filling out the contact form.
    • If the seller confirms that he has sent the item but you haven't received it, it could be a postal problem.
    • If you have chosen a registered shipment and the item hasn't arrived, the seller will have to provide the tracking number as well as a scan of the postal receipt. The seller also has to file a complaint at his postal office, inform the buyer and provide a copy of the complaint. However, the seller isn't obligated to refund your payment. If the postal services declare that the item is lost, a compensation will be given. This compensation doesn't necessarrily correspond to the amount paid for the item. The seller has to give the buyer the entire compensation fee.
    Warning: If the seller is a Club+ Premium, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    If you have not received the item while you have nevertheless paid for it, the seller assumes the full refund (in case of failure of the carrier). The necessary procedure to obtain compensation from the carrier remains at the seller's responsibility. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.


    I'm a buyer. I received negative feedback which I find unjustified. What can I do?

    Only illegitimate negative feedback (0% or 25%) can possibly be removed.
    Positive or neutral feedback can't be removed.

    If you think that the negative feedback which you have received is illegitimate, you can ask for feedback removal by visiting Mediation resolution within 90 days after the sale has ended.

    Feedback can only be removed in the following cases:
    • Incorrect or unclear sales conditions
    • Payment made, item not received
    • Aggressive behaviour (insults,...)


    I'm a buyer and I haven't received news from my seller. What can I do?

    Note that not all sellers consult their messages every day and only complete their sales during the weekend because of a various number of reasons. Consequently, Delcampe advises you to wait at least 7 days before you enter the Mediation resolution. Don't forget to check if your seller isn't absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page).


    I'm a buyer. I have received an item that doesn't correspond to the description. What can I do?

    When a sale is created, the title, description and images of the item have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. All damage or specific characteristics have to be mentioned in the description.
    • If no information is mentioned in the title and description, we strongly advise to ask questions before making a bid.
    • If all conditions are indicated, but the item still doesn't correspond to the description, the seller is obliged to refund the item, as well as the shipping fees before you send the item back. We strongly advise you to contact the seller by entering the Mediation resolution so Delcampe could intervene in case of a problem.
    • If all information is clearly mentioned on the sales page but you have made a bid without paying attention, you are obliged to complete the transaction. However, you will always be able to enter Mediation resolution to work out a solution with your seller.
    Warning: If the seller is a Club+ Premium, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    If you are not satisfied with the item received, the seller is bound to fully refund you. You must notify your non-satisfaction to the seller within 14 days from the date of receipt and return the purchase within 14 days. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the receipt of the item.


    I'm a buyer and the item I received is damaged. What can I do?

    When a sale is created, the title, description and images of the item have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. Damage or specific characteristics have to be mentioned in the description.

    • If no information is mentioned in the title and description of the item, we strongly advise to ask questions before making a bid.
    • If all conditions are indicated, but the item still doesn't correspond to the description, the seller is obligated to refund the item, as well as the shipping fees before you send the item back. We strongly advise you to contact the seller by entering the Mediation resolution so Delcampe could intervene in case of a problem.
    • If the item has arrived in a deteriorated state and you haven't asked for a protected shipment (cardboard, bubble wrap, plastic,...), the seller isn't responsible for the damage. Consequently, we strongly advise to ask the seller for protected shipment (additional fees can be charged).
    • If your seller refuses to send the item with protected shipment cardboard, bubble wrap, plastic,...), you can enter the Mediation resolution.
    • If you have asked for a protected shipment, and your seller has respeccted these conditions, but the item is damaged, the seller has to file a complaint at the post office who can give a compensation fee that the seller will have to give to the buyer.
    Warning: If the seller is a Club+ Premium, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    • In case of failure of the carrier, the seller assumes the full refund to the buyer. The necessary procedure to obtain compensation from the carrier remains at the seller's responsibility. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.
    • If you are not satisfied with the item received, the seller is bound to fully refund you. You must notify your non-satisfaction to the seller within 14 days from the date of receipt and return the purchase within 14 days. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the receipt of the item.


    I'm a buyer. I'm having difficulties with several fees (shipping fees, handling fees,...) what can I do?

    • If the shipping and handling fees and the payment fees, ... are mentioned on the sales page, you will have to respect these conditions when making a bid.
    • If the seller modifies the conditions after the sale, you have the right to refuse to complete the transaction after entering Mediation resolution.
    • If the shipping and handling fees and the payment fees, ... aren't mentioned, you are advised to ask a question before making a bid.
    • If the shipping and handling fees and the payment fees,... aren't mentioned, when you have won an item and you have asked a question without receiving an answer, you will have to complete the transaction with minimum costs. However, you always have the possibility to enter Mediation resolution to work out a solution with your seller.


    Buy - The sales description, the seller's profile, the offers (automatic, lower, group,...) PayPal, mediation,... :
    Sale closed - closed sales and administrating bought items

    A transaction outside Delcampe. What do I have to do if I receive this kind of proposition?

    Completing a transaction outside Delcampe damages the Delcampe community because no commission fee is deducted from your account balance.

    The commission fee allows Delcampe to maintain, improve and develop the Delcampe website by purchasing increasingly performant equipment.

    Please don't complete transactions outside Delcampe if you care about the website.

    However, should a transaction be completed outside Delcampe and you wish to report this, than the seller can start a fixed price sale on Delcampe at the agreed price. Afterwards, the seller can indicate that the item is meant for that particular buyer, the buyer can make an offer and finally both members can exchange feedback.



    How can I administrate my bought items?

    In the website menu bar, you can visit "My Delcampe".
    Here you can find the lists that allow you to administrate your sales, purchases, ...


    A sale has closed later that scheduled. Is this possible?

    A seller can choose the option Last-minute extension.

    This option allows the seller to extend a sale with one minute if an offer is made during the last minute of the sale and allows all bidders to react to an offer made during the last minute.

    Advantage: The option allows members to make a higher bid without being stopped by the clock because at least one minute has to pass between the last bid and the end of the sale.

    P.S.: This option remains active when the sale restarts and won't be charged again.




    The sale has closed. How can I know if I'm the winner?

    You will receive a message in your personal inbox and in "My Delcampe" > " Messages: Received messages"
    This message contains information about the sale and the seller.



    The sale has ended and I have won the item. What do I have to do?

    After the sale has ended, you will receive a message that confirms you are the buyer. This message contains information about the sale and the seller (email address, data).

    After loggin on, both seller and buyer can see, only the when the sale is closed, the address of theircounterpart by visiting the sales page.

    Thanks to this function, you won't have to look for a buyer or seller's address for a long time.

    Normally, the seller will contact you and provide you the payment methods that have to be used and also the shipping fees that have been calculated for the sale.

    If the seller hasn't contacted you, you can contact him to get information.

    You can do so by clicking on his/her nickname. A new window will open and you can select "contact" and write a message.

    Afterwards, the seller will be able to read it when visiting "My Delcampe" > "Messages: Received messages".

    Don't forget to check the selling conditions which you can find on the sales page to find out which payment methods are accepted.



    Buy - The sales description, the seller's profile, the offers (automatic, lower, group,...) PayPal, mediation,... :
    Complete a transaction - The payment information, paying and receiving the item

    How can I buy?


    1. Registration is free on Delcampe. You just have to fill in our registration form.

    2. We send an email with your password. You can Sign in thanks to your nickname and password.

    3. Look for the item of your choice thanks to our search engine or browse the categories.

    4. Once you have found the item of your choice, carefully read the information on the item presentation page like the title, description, sales conditions, shipping fee and the message from the seller. In case of a doubt, you can ask the seller a question on the sales page.
    You are also advised to consult the seller's profile (look at his history, feedbacks, etc.) by clicking on his nickname.

    5. You are interested in the item?

    • Make an offer
    • Buy immediately at a fixed price (only for a fixed price sale)
    • Place it in your cart (only for a fixed price sale)

    6.a. In the case of an auction, you buy the item if, at the moment of the closing of the sale, you are the highest bidder.
    6.b. In the case of a fixed price sale, you buy the item immediately or confirm your cart.

    7. An automatic email that contains the main information about the sale is sent to both you and the seller. Contact your seller as soon as possible to agree on the payment method and the exact amount to be paid. If you have activated Skrill or PayPal, you can pay your seller immediately.

    8. Pay the item with a payment method offered by the seller. He can choose between: PayPal, Skrill, bank Transfer, COD (Charge on Delivery), national or international cheque, cash, etc.

    9. Once he has received the payment, the seller will send you the items bought.

    10. After reception of the items, you can give feedback to the seller and add a commentary about the transaction. He can return feedback.



    WHY BUY ON DELCAMPE?

    -
    You can safely buy items from our collectors who have much positive feedback. Note that Delcampe believes security is very important.

    - Delcampe allows you to pay instantaneously your sellers through virtual payment methods.

    - Delcampe is international: some countries have a national website and all sales and websites are combined into one international website.

    - Delcampe is a simple website made by collectors, for collectors.

    - Delcampe offers a complete Help manual and a support which provides human contact and works efficiently.

    - Delcampe is a website with a human touch where trust, passion and friendliness are keywords.


    Click here to open an account and start selling or buying



    My purchase. How can I complete the transaction?

    All items bought have to be paid directly to the seller.

    The buyer is obligated to respect the sales conditions determined by the seller when making a bid.

    Consequently, it is very important that the buyer asks a question before making a bid if the sales conditions aren't indicated. Making a bid means that the buyer accepts the sales conditions.

    The buyer pays with the payment methods proposed by the seller (The seller can choose between: PayPal, Skrill, Bank transfer, Charge on Delivery, Visa, Eurocard/Mastercard, American Express, Postal money order, Domestic check, Cash, etc.).



    The data and email address of the member with who I have completed a transaction. Where can I find this data?

    After you have logged on by using your nickname and password, you can visit the sales page.

    Here, both seller and buyer can find each others personal information on the right side of the page.

    This allows you to access the information without having to look for the address of your buyer or seller.


    My payment information. How can I access this information?

    The accepted payment methods are mentioned in the sales conditions determined by the seller. In case these payment methods would be insufficient, you can ask a question to the seller BEFORE making an offer.

    If the sale has ended and you don't receive an answer after a week, you can check the seller's profile page (by clicking on the seller's nickname) to see if he is absent and if so, check how long he hasn't visited the website.

    If you still haven't received an answer from the seller, you can consult the Mediation resolution to draw the seller's attention.

    If you still haven't received an answer, you can give negative feedback and add a remark.



    My bought item. How long does it take for the item to arrive?

    This depends on many factors.
    The best thing is to immediately ask this to the seller. "On average", an item arrives a week after the seller received the payment.


    I cannot pay my seller. What to do?

    If your seller has defined in his/ her parameters that he/ she does not allow the buyer to pay without awaiting the invoice, the invoice will be by default in “My Delcampe” > “Buy: Purchases” > “Awaiting invoice”.
     
    You cannot make the payment but you have the possibility to ask the invoice to your seller by clicking on “Request invoice”. Once the seller has sent you the invoice, you will be allowed to make the payment.


    Buy - The sales description, the seller's profile, the offers (automatic, lower, group,...) PayPal, mediation,... :
    Understanding the description sheet of a sale - The different bidding types, sale types, the increment,...

    The different bidding types. What are the different bidding types?

    There are several ways to make a bid on Delcampe:

    • Submit a bid:
    1. For an auction

        Bid: You can submit a bid equal to the starting price or make an higher offer by adding the increment amount, which is mentioned on the description page of the item, to the bid that was last made.

        Automatic bid: You can enter the maximum amount you are willing to spend in the box where you can make a regular offer. If this amount is higher than the current highest bid, your bid will become an automatic bid. This means that the computer system will make 
        bids on your behalf until the maximum price which you have entered is reached. Note that a higher offer will only be made if another member submits another bid.

    2. For a fixed price sale

        Click on the "Buy now" button or click on the "Add to cart" button and confirm your cart in order to acquire the item immediately.
     
    • Submit a lower bid:
    A member can make a bid which is lower than the starting price of the item. A lower bid can only be made if the item has been present on the website for 0, 1, 2, 3, 4, 5, 6 or 8 week(s) (according to the seller's choice). A link will then appear on the presentation page of the item, in the frame which Delcampe members usually use to place a bid. Note that a lower bid has to be at least 50% of the starting price.
    • Submit a lower group bid:
    A lower group bid is a bid that combines several items from the same seller. A lower group bid can be made the same way as a lower bid and can only be made if the item has been present on the website for 0, 1, 2, 3, 4, 5, 6 or 8 week(s) (according to the seller's choice). A link will then appear on the presentation page of the item, in the frame which Delcampe members usually use to place a bid. Note that a group bid has to be at least 50% of the starting price. Don't forget to mention all items numbers.


    The different sales types. What are the different sales types?

    • Auction sale: the item is put on sale with a starting price. Buyers place a bid while taking the increment into account.
    • Fixed price sale: the price asked is what the buyer will pay. The sale ends as soon as someone has placed an offer. Bidding is therefore not possible in this case. A fixed price is the price aked for an item, without having higher bids. In the case of a fixed price sale, the sale ends when someone has offered the starting prize. Unlike auctions, this person wins directly the item, without further bidding. In the case of an auction, the highest bidder becomes the buyer.

       
    • Stock sales: this is for several copies of new items that are offered at a fixed price sale. This sales type enables members to buy one or more copies of a new item that the seller has in stock. When an item is sold, a new sale is automatically restarted with the remaining items. This new sale will bear a new number.


    Besides these 3 main sales types, there is another type of sale:
    • Private sale: this sales type is a paying sales option. During this sale, all nicknames are kept anonymous. During the sale, only the seller can see the list of bidders and each bidder can see his own bid.
     


    The minimum increment. What's a minimum increment?

    This is the minimum amount that is added to the current price when a higher bid is made.


    Some auctions prevent me from seeing the nicknames of the members who made a bid. Why?

    This means that the seller has determined that the sale is an "Anonymous sale". During the auction, the nicknames of the members that have made an offer aren't visible.

    A member that has made an offer will only see his own nickname so he can check whether or not he is holding the highest bid. Note that the seller will be able to see all nicknames.



    How can I change the currency of an amount on the website?

    Click on the amount. The Delcampe currency converter will be opened automatically.


    Buy - The sales description, the seller's profile, the offers (automatic, lower, group,...) PayPal, mediation,... :
    Understanding the profile of a seller - Seller information (feedback, payment method,...)

    Information about a member. How can I access a member's profile?

    You can access his profile page by clicking on his nickname.


    Private or professional seller. what's the difference?

    Professional sellers can be recognized by the "[PRO]" logo next to their nickname.


    Feedback. How can I understand the feedback?

    Here are a few examples (here, with nickname Sdelcampe) :


    Sdelcampe(100% - 100x)

    Analysis: Sdelcampe has received 100x evaluations with an average score of 100%.
    Conclusion: Sdelcampe is highly recommended by the people who have completed transactions with him.


    Sdelcampe(50% - 10x)

    Analysis: Sdelcampe has received 10x evaluations with an average score of 50%.
    Conclusion: Sdelcampe isn't recommended by all people who have completed transactions with him.


    Sdelcampe(0% - 10x)

    Analysis: Sdelcampe has received 10x evaluations with an average score of 0%.
    Conclusion: Sdelcampe isn't recommended by any of the people who have completed transactions with him. His account will soon be closed by the Delcampe support team.


    The accepted payment methods and the shipping & handling fee. Where can I find this information?

    The accepted payment methods are mentioned in the sales conditions determined by the seller together with the shipping fees, which are mentioned under Shipping and handling on the sales page.
    If you notice that some data isn't mentioned correctly, you can ask a question to the seller BEFORE making an offer.



    Verified member or not. How can I find out?

    A little shield is placed next to the nickname of all members who had their address checked.

    You can find more information about the address verification by clicking here.



    Member of the Club+ or not. How can I find out?

    A small logo will appear next to his nickname, following his feedback.

    You can also find this information on the seller's profile page in the frame in the top right corner. You can access this page by clicking on his nickname.



    The payments made by Skrill via Delcampe. Are these payments accepted?

    You can find this information:

    • On the seller's profile page in the top right corner. You can access his profile page by clicking on his nickname.
    • On the item's description page, you will see a little Skrill logo.


    Buy - The sales description, the seller's profile, the offers (automatic, lower, group,...) PayPal, mediation,... :
    Delcampe Premium - How does Delcampe Premium work?

    Delcampe Premium. What is it?

    "Delcampe Premium" gathers the stores of professional sellers and is a new website complementary to "Delcampe Marketplace" and "Delcampe Prestige".

    On "Delcampe Premium" you will only find fixed price items, with a minimum price of 25 EUR (20.00 GBP, 30.00 USD, 30.00 CAD, 30.00 CHF, 30.00 AUD). Buyers will also shop making use of a virtual shopping cart: a buying method which is simple, practical and very common on the Internet ! The items are available on "Delcampe Premium" and "Delcampe Marketplace".

    In order to be a part of it, sellers will have to meet certain requirements concerning quality and security. They will also have to adhere to the Delcampe Professional Ethics Charter. This Charter is a guarantee, for buyers, who know that they are purchasing from professional sellers who offfer a reimbursement guarantee.


    How do I delete an item in my cart?

    To delete an item from your cart, click on the icon (represented by a shopping cart) at the top right of the page.

    There, you can have access to the list of the items that you have added to your cart. Click then on the link "Delete" for the item you want to remove.


    The cart. What is it?

    The cart allows buyers to group one or several fixed price purchases together and to visualized the items which have been selected in different stores.

    The buyer can thus add items to this cart to their convenience. Once the cart has been completed, the buyer can validate his/her purchases - the items will be immediately bought.

    To go to the cart, click on the icon ( representated by a shopping cart) at the top right of the page.


    How can I confirm the purchases in my cart?

    To confirm the purchases you have in you cart, click on the icon (represented by a shopping cart) at the top right of the page.

    Here, you have the possibility to see the list of items you have added to your cart. Click then on the button "Proceed with the orders". Your purchases will automatically be found in the section "My Delcampe" > "Buy: My bids won".


    I have added an item to my cart but it has been removed. What happened?

    Adding an item to your cart does not mean that you have bought it. You should first validate (or proceed with the checkout) in order to see it in your won bids.

    If the item has already been bought on the website, before you had the opportunity to validate your cart, it will be removed.


    Add an item to my cart. How can I do it?

    To add a fixed price item to your cart, go to the sale's page. In the box "Buy now", put the quantity of items you want (if the item is available in more than one piece) and click on the button "Add to cart". The item is automatically added to your cart.


    My cart. How to access it?

    To go to your cart, click on the icon (represented by a shopping cart) at the top right of the page.


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Cancel an unpaid item - A sale canceled or a declaration of an unpaid item accepted...

    How can I cancel a sale?

    If you want to cancel a sale and avoid paying the commission fee for a non completed transaction, you first have to give a negative (0% or 25%) or a "comment only" to your buyer.
    In order to know how to give a feedback, please consult the following link:
    http://www.delcampe.net/help_corner.php?qa=00403&cat=00031&language=E

    Then, you will be able to fill in a declaration of an unpaid item by going to "My Delcampe" > "Sell" > "My Delcampe Fees: Unpaid items".

    Enter the item number without the # sign, give a short commentary and select "Send".

    When your declaration has been accepted, your account balance will be recalculated and adapted.

    Please note that you have two months after the end of the sale to fill in the declaration of an unpaid item.
    After this period, the sales are automatically archived and it won't be possible to cancel them.


    I've made a declaration of an unpaid item but the buyer has finally paid. How can I cancel my declaration of an unpaid item?

    You can cancel a declaration of an unpaid item by going to "My Delcampe" > " Sell" > "My Delcampe fees > Unpaid items" and by clicking on "Withdraw fee cancellation request".


    Several sales made by the same buyer. How can I cancel them?

    Go to  "My Delcampe" > "Sell" > "My Delcampe fees: Unpaid items"

    There, you need to tick the box "I wish to cancel several sales for the same buyer", add the nickname of the buyer, the date at which the items have been sold and give a short explanation. Then, click on "Send".

    If your declaration of an unpaid item has been accepted, the total of the commission which has been calculated for the month the sale took place will be recalculated and corrected in your account record.

    Please note that you have two months, starting from the day the sale has neded, to enter a declaration of unpaid items.
    After this deadline, the sales are automatically archived by the website and can no longer be cancelled.


    The commission fee of an unpaid item. Will it be credited into my account?

    Your account hasn't been recredited. We update the total of your sold items. Consequently, no lines with the message "refund for unpaid items" will be added to your account balance.
    Your account balance will be automatically updated after your declaration is accepted.

    You can check the details of your commission fee by visiting "My Delcampe" > "Account" > "My Delcampe fees: Account Record"

    Here, select [Details]. You will see that the canceled items are struck through.
    At the bottom of the page, you will also find the total amount of sold items and the total amount of canceled items.


    I can't enter a declaration of an unpaid item. What can I do?

    • Have you entered numbers only?
    • Is this the correct item number?
    • Did the sale end more than two months ago?
      In this case, no demand can be accepted with regards to sales because the sales are automatically archived by the website and can't be canceled anymore.


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Disputes resolution (I'm a seller) - Difficulties with a buyer, the Mediation resolution,...

    About the guides

    We offer you the guides to help you complete transactions.

    You can download the guides in PDF: Guides and manuals


    The mediation resolution. What's the mediation resolution and how can I use it?

    The vast majority of all transactions on Delcampe are completed without problems. However, difficulties between members may occur. Because we hope that you have positive experiences with Delcampe, we have created the Mediation resolution.

    A dispute has to be started within 90 days after the sale has ended. After this date, it will no longer be possible to use the mediation resolution.

    It is very important to use the mediation resolution in a correct manner so Delcampe could intervene to look at the situation.

    Here are the different steps that have to be taken to enter a dispute in the correct manner:
    • Select your transaction status (buyer or seller);
    • Select the dispute motive from the list provided;
    • Enter the item number;
    • Select "Start dispute resolution process";
    • Explain the situation clearly so the other party will be aware of the difficulty (if no explanation is given, the mediation demand won't be answered);
    • An automatic message is sent to the other party to warn that an answer is needed;
    • If the other party answer, an automatic message will be sent to you in which you will be asked to continue the discussion in the mediation resolution.
    • If the other party doesn't answer within 7 days, you can leave a comment or a negative feedback
    • If the dispute is about an item which you have paid but not received or an item that doesn't correspond to the description and you haven't received an answer in the mediation resolution after 7 days, you can contact Delcampe's customer support;
    • If, despite this attempt to communicate, the situation does not evolve and does not come to a solution you have the possibility to directly ask a mediator from the Delcampe team to intervene upon 2 weeks after the dispute was opened;
    • However, if a solution is found, one of both parties can close the dispute.


    I'm a seller. I received negative feedback which I find unjustified. What can I do?

    Only illegitimate negative feedback (0% or 25%) can be removed.
    Positive or neutral feedback can't be removed.

    If you think that the negative feedback which you have received is illegitimate, you can ask for feedback removal by visiting Mediation resolution within 90 days after the sale has ended.

    Feedback can only be removed in the following cases:
    • The buyer doesn't speak a language spoken by the seller (the buyer has to make sure he can speak a language spoken by the seller. In case both members don't understand each other, the buyer is responsable).
    • Sales conditions not respected
    • Aggressive behaviour (insults,...)
    • Payment not received


    I'm a seller. I haven't received the payment from my buyer. What can I do?

    The seller has to contact the buyer within 7 days following the end of the sale. Note that not all members consult their messages every day and that you will need to show some goodwill. However, if you don't receive an answer within 7 days, you can contact a member by visiting the Mediation resolution. Don't forget to check if a member isn't absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page). If you still haven't received an answer in the Mediation resolution after 7 days, you can give neutral or negative feedback and enter a declaration of an unpaid item.


    I'm a seller and I haven't received news from my buyer. What can I do?

    The seller has to contact the buyer within 7 days following the end of the sale. Note that not all members consult their messages every day and only complete transactions during the weekend because of a various number of reasons. Therefore, your will need to show some goodwill. However, if you don't receive an answer within 7 days, you can contact a member by visiting the Mediation resolution. Don't forget to check if a member isn't absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page). If you still haven't received an answer in the Mediation resolution after 7 days, you can give neutral or negative feedback and enter a declaration of an unpaid item.


    I'm a seller and my buyer tells me the item doesn't correspond to its description. What can I do?

    When you put an item up for sale, the title, description and images have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. Damage or specific characteristics have to be mentioned in the description.
    • If all conditions are fulfilled and the buyer doesn't agree with the sale, you can use the Mediation resolution.
    • If you haven't fulfilled all conditions, you will be obliged to refund (price and shipping fee) before the item is sent back. Delcampe strongly advises you to use the Mediation resolution for all contact with your buyer so that Delcampe can take action in case difficulties happen.
    • If you are a professional seller [PRO], the buyer legally has 14 days to send the item back after receiving the item and ask for a refund, without having to justify his decision.

    Be careful: if you are a Club+ Premium seller, the point hereunder is valid whether the item was sold on "Delcampe Marketplace" or "Delcampe Premium".
    If the buyer is not satisfied with the item received, you are obligated to fully refund the buyer. The buyer must notify his/ her dissatisfaction within 14 days from the date of reception and send back the purchase within 14 days. You are also obligated to refund the buyer within 14 days upon reception of the item of the amount paid for the item plus shipping costs (return cost not-included).


    I'm a seller. My buyer tells me that he hasn't received his item while I've sent it. What can I do?

    • If your buyer paid for a regular shipment, than you are expected to send the item by regular shipment. Consequently, you are not responsible in case of a problem with the postal services.
    • If your buyer paid for a registered shipment (like registered mail for example), you are expected to present the number of the shipment as well as a scan of the receipt. If the buyer hasn't received the item, the seller has to file a complaint at his postal office, inform the buyer and provide a copy of the complaint. If the postal services declare that the item is lost, compensation will be given. This compensation doesn't necessarily correspond to the amount paid for the item. The seller has to give the buyer the entire sum of the fee given.
    Delcampe advises its sellers to propose traceable shipments to avoid shipments getting lost.

    Warning: If you are a Club+ Premium seller, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium".
    If the buyer indicates that he has not received the item, you assume full refund to the buyer (in case of failure of the carrier). The necessary procedure to obtain compensation from the carrier remains at your responsibility. You also agree to reimburse the buyer the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.


    I'm a seller. The buyer tells me the item he received is damaged. What can I do?

    When a sale is created, the title, description and images of the item have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. Damage or specific characteristics have to be mentioned in the description.

    • If all conditions are indicated and your buyer starts a dispute, than you can visit Mediation resolution.
    • If you haven't noted all sales conditions, you will be obligated to refund (price and shipping fee) before the item is sent back. Delcampe strongly advises you to use the Mediation resolution for all contact with the buyer so Delcampe can take action in case difficulties happen.
    • If you're a professional seller [PRO], the buyer legally has 14 days to send the item back after receiving the item and ask for a refund, without having to justify his decision.
    • If the item is damaged upon arrival and the buyer refused protected shipment (cardboard, plastic, bubble wrap,...), than you aren't responsible for the damage. Consequently, Delcampe always advises proposing protected shipment.
    • If the item is damaged upon arrival and the buyer paid for protected shipment and you have respected this, than you will have to file a complaint at your post office, which can give a compensation fee. This compensation fee has to be transfered to the buyer.
    Warning: If you are a Club+ Premium seller, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    • In case of failure of the carrier, you are bound to fully refund the buyer. The necessary procedure to obtain compensation from the carrier remains at your responsibility. You also agree to reimburse the buyer the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.
    • If the buyer is not satisfied with the item received, you are bound to fully refund the buyer. The buyer must notify his non-satisfaction within 14 days from the date of receipt and return the purchase within 14 days. You also agree to reimburse the buyer the amount of the purchase plus any shipping costs (not including return) within 14 days from the receipt of the item.


    I'm a seller and I'm having difficulties with several fees (shipping fees, handling fees,...). What can I do?

    If you have mentioned the shipping and handling fees, payment method,... on your sales, the buyer is obligated to respect the sales conditions.

    If the buyer refuses to complete the transaction, you can visit Mediation resolution.
    Why? so Delcampe can intervene in case of a problem.


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    The Delcampe Lister - Prepare your items without being online

    The Delcampe Lister. How does it work?

    After the Lister has been installed and started, you can see that the LISTER v3 is divided into 3 zones:

    - On top, you will find the buttons for listing items on the Delcampe website, importing and exporting item lists and entering the options menu. In the right corner, you will find the button which you can use to change the language of the LISTER.

    - On the left hand side, you will find a list of files, together with the buttons which enable you to work with those files. These files will allow you to order your items in an efficient way. You can add and delete files according to your preference and add a description to each file.

    - You can check a list of the items which have already been created on the rest of the screen. Above this list, you are also able to find permanent buttons for adding, copying or modifying an item. Under the list of items, you will find permanent buttons for deleting or moving the selected items.


    The first thing which needs to be done after installing the LISTER is entering the options menu to determine a number of useful parameters like the currency you would like to use or the time zone. To add your first item, please select "Add" and enter the data of this item. Afterwards, you can select "Next" to advance. When the information is complete, you can select "Add item" to place the item in your list. If you want to modify or copy an item, please select the right button and click. When your items are ready to be placed on the Delcampe website, you can select "Send items".


    A CSV file. What is it?

    A "CSV" file (Comma-Separated Values) is file format which data are separated by commas and semicolons. This format can be read by software such as "Excel" or others.

    For instance, when opening a "CSV" file in a text editor, the content will appear like this:

    "
    "Michael";"Smith";"2nd Street, 89";...
    "

    In a software such as "Excel", the content will look like this:

    Michael Smith 2nd Street, 89 ...


    This file format can be used via the Delcampe Lister or even to keep track of your of bids/ sales of your Delcampe account.


    My sales. Can I transfer my sales from one account to another by using the Lister?

    Unfortunately, it is not possible to transfer sales from one account to another with the Lister because the sales are linked to an account, whether or not you have another account.

    The only option is to import your sales into a CSV file to enable another member to place them on the website again with the Lister. However, he will need to be a member of the Club+ Gold or the Club+ Premium in order to make this transfer.

    You will also have to save all images, because a CSV file only contains text and no images, and that the images are located in the same location on your and his computer (For example "C:images").


    How can I import my current sales from other websites (like eBay TM, etc.) into the Lister v3?

    The procedure is very simple and is explained in the Delcampe Lister v3 by selecting "Import", selecting the importation type, for example "eBay Turbo Lister(?)". A link "More information..." will appear and the different steps of the importation process will be explained.


    A CSV file. How to create one starting from a spreadsheet?

    You can create a "CSV file" starting from programs like "Excel" or "OpenOffice".

    You can find all necessary information by visiting:
    http://www.delcampe-static.net/data/lister/Lister_v3_helpCsv_en.html


    How do I import my items from the Delcampe Lister v2 to the Delcampe Lister v3?

    The importation process can be completed in two steps:
    1. Create a CSV-file by using the LISTER v2. This file will contain the items which need to be imported.
    2. Import the file into the LISTER v3. It will now contain your items.

    Here is a detailed description of the steps which need to be followed:

    Step 1: create a CSV-file with the LISTER v2
    • Open the LISTER v2.
    • Select "File" > "CSV" > "Export CSV".
    • A window will open, asking you to specify the name and the place where you would want to save the CSV-file. When this step has been completed, save the file.

    Step 2: Import the CSV-file in the LISTER v3
    • Open the LISTER v3.
    • Select the button "Import".
    • Select the button "Select". A new window will open for you to select the file which has been saved during step 1.
    • Select the folder in which you want to place the items.
    • Select "OK". After a few seconds, your items will appear in the LISTER v3.


    What can I do when I encounter problems while downloading or installing the Lister?

    In case a security or anti virus program is installed on your computer, it could prevent you from downloading or installing the LISTER.
    To avoid this difficulty, you can change the settings of your security program or anti virus program.


    How can I personalize the Lister Delcampe?

    It is possible to change the following parameters in the LISTER v3 for your own convenience: the currency, the time zone, the language, the order and width of the columns...

    You can change the parameters of the LISTER v3 by visiting "Options".

    In the right corner, you will find the "Language" button which you can use to choose which of the 6 languages you want to use.


    My items in the Delcampe Lister. Are they saved automatically?

    Yes. When closing the LISTER v3, the items included in the list will be saved automatically.


    What is the function of the options' default values?

    Thanks to the default values in the LISTER v3, you will only have to enter the values you would like to use when creating an item once. When the values have been determined, they will be saved.


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Discover a number of marketing tools - The top stores, refunding adds,...

    The Club+. What's the Club+?

    You can find all information about the Club+ on the Club+ presentation page.



    The members' testimonies. What are the members' testimonies?

    A member's testimony is selected at random and is displayed each day on the Delcampe homepage.
    You can access the members' testimonies by visiting Community > Members' testimonies.

    You can send us your testimony by clicking here.


    The refund program for press publicity. What's this program?

    Delcampe can refund the ads about your Delcampe store under certain conditions. However, it is very important that you understand the refund conditions for ads in specialized print media.

    You can find all information necessary by visiting "Community" > "We refund your ads".



    The automatic selection. How does the automatic selection work?

    The selection is made automatically and is renewed at regular intervals.

    The system chooses the 100 most expensive sales with bids that end within 3 days.

    This system allows the items in the list to change at regular intervals.


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Consult the seller guides - Difficulties with a transaction, the guides,...

    About the guides

    We offer you the guides to help you complete transactions.

    You can download the guides in PDF: Guides and manuals


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Understanding the sales form - The several sales types, offers, the sales form...

    The different bidding types. What are the different bidding types?

    There are several ways to make a bid on Delcampe:

    • Submit a bid:
    1. For an auction

        Bid: You can submit a bid equal to the starting price or make an higher offer by adding the increment amount, which is mentioned on the description page of the item, to the bid that was last made.

        Automatic bid: You can enter the maximum amount you are willing to spend in the box where you can make a regular offer. If this amount is higher than the current highest bid, your bid will become an automatic bid. This means that the computer system will make 
        bids on your behalf until the maximum price which you have entered is reached. Note that a higher offer will only be made if another member submits another bid.

    2. For a fixed price sale

        Click on the "Buy now" button or click on the "Add to cart" button and confirm your cart in order to acquire the item immediately.
     
    • Submit a lower bid:
    A member can make a bid which is lower than the starting price of the item. A lower bid can only be made if the item has been present on the website for 0, 1, 2, 3, 4, 5, 6 or 8 week(s) (according to the seller's choice). A link will then appear on the presentation page of the item, in the frame which Delcampe members usually use to place a bid. Note that a lower bid has to be at least 50% of the starting price.
    • Submit a lower group bid:
    A lower group bid is a bid that combines several items from the same seller. A lower group bid can be made the same way as a lower bid and can only be made if the item has been present on the website for 0, 1, 2, 3, 4, 5, 6 or 8 week(s) (according to the seller's choice). A link will then appear on the presentation page of the item, in the frame which Delcampe members usually use to place a bid. Note that a group bid has to be at least 50% of the starting price. Don't forget to mention all items numbers.


    The different sales types. What are the different sales types?

    • Auction sale: the item is put on sale with a starting price. Buyers place a bid while taking the increment into account.
    • Fixed price sale: the price asked is what the buyer will pay. The sale ends as soon as someone has placed an offer. Bidding is therefore not possible in this case. A fixed price is the price aked for an item, without having higher bids. In the case of a fixed price sale, the sale ends when someone has offered the starting prize. Unlike auctions, this person wins directly the item, without further bidding. In the case of an auction, the highest bidder becomes the buyer.

       
    • Stock sales: this is for several copies of new items that are offered at a fixed price sale. This sales type enables members to buy one or more copies of a new item that the seller has in stock. When an item is sold, a new sale is automatically restarted with the remaining items. This new sale will bear a new number.


    Besides these 3 main sales types, there is another type of sale:
    • Private sale: this sales type is a paying sales option. During this sale, all nicknames are kept anonymous. During the sale, only the seller can see the list of bidders and each bidder can see his own bid.
     


    The images. What types of images are accepted for creating a sale?

    There isn't a maximum size for an image. However, we advise a size of 200 ko.

    The only parameter that has to be respected is the format. The format has to be ".jpg / .gif / .png / .bmp/ or .tif".



    The duration, in days, and the number of renewals. What's this?

    If your item isn't sold and you have entered a number of renewals, the sale will be automatically restarted.
    You can enter the number of times your sale can be renewed and the duration of the sale.


    An item description. How can I change an item description?

    You will find the link "Modify the sale" on the sales page.
    Note that it isn't possible to apply modifications after a member made a bid.


    HTML editor and code, what are they? And how to use them?


    The html editor is available at several places on the site.
    You will find it in the selling form, in the sales conditions of your store as well as in the message from the seller.
    This tool allows you to make the layout of your texts (emphasis in red, italics, underlined, place a table ...)

    For those who have good knowledge, you can also directly use html code in the editor.
    To use the html code in the html editor, click the option at the left top "Source".


    Here are a few examples:

    - Bold text gives: Bold text
    - Underlined text gives: Underlined text
    - Text in italics gives: Text in italics
    - Bold text in italics gives: Bold text in italics

    Note: if you use the html editor to create a table, you can not simply delete it with the "Back" button. To remove it, just use the right click of your mouse on the table. Then click "remove table".


    For more information about HTML, please visit a specialized website that provides all information you want:

    Example:
    http://en.wikipedia.org/wiki/HTML



    Insert several images at once in the selling form. How can do it?

    To insert several images at once in the selling form, click on the button "Add your images" at the level of the "Image(s)" part.

    On Windows, when you are in the folder of your hard drive where your images are stored, select them by holding down the "Ctrl" key on your keyboard and clicking on the images.
    Then click on "Open" to add them to the selling form.

    On Mac, when you are in the folder of your hard drive where your images are stored, select them by holding down the "?" key on your keyboard and clicking on the images.
    Then click on "Open" to add them to the selling form.

    The images that you have selected can be found under "Preview images" where you can also change the order. To do this, keep on clicking on an image and drag it to the desired location.

    You can also:
    • preview an image (by clicking on the magnifying glass)
    • delete an image (by clicking on the red cross)


    The system for sending images. How does it work?

    The Images insertion system allows for your images to be sent immediately when you insert them. You can have a preview of them. You can also simply drag and drop to reorganize and delete them. With one button "Add your images", you can thus insert up to 99 images FOR FREE.


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Determining sales conditions and account status - The shipping fees, indicating your absence, adding a logo/image to your profile,...

    My sales conditions. How can I define my sales conditions?

    Go to: "My Delcampe" > "Sell" > "My store: Sales conditions".

    Here, you can select "Show my sales conditions" > "Method", "Shipping costs" and select the options you want.

    Don't forget to register your choice by clicking on "Send".


    I'm absent. How can I warn other members (holidays, illness, professional obligations,...)?

    First of all, you must complete all ongoing transactions (both purchases and sales).

    Then, it is best to close all your sales to avoid receiving bids on which you won't be able to react because you'll be absent. You can close all your sales by going to "My Delcampe" >" Sell : Ongoing sales". At the bottom of the page, you can indicate "All" to select all your sales, then choose "Close" (next to "Selected items" at the bottom of the page). Consequently all sales will be closed in a single operation.

     

    Note that if you're member of the Club+ Gold, you can use the Multiple Changes.
    To do this, please go to "My Delcampe" > "Sell" > "My items for sale: Multiple changes" and select "Close and restart all my sales".

    Afterwards, you can visit My Delcampe >"Account: Parameters". In these parameters, (at the bottom of the page: "I am temporarily absent...") you can select "yes" to notify all members that you are absent. After selecting "Modify", this notification (logo) will be placed next to your nickname.

    If you wish to be more precise about the period in which you are absent, you can visit My Delcampe >"Account: General settings" and add a text in the part "I introduce myself". This message will appear on your profile page and on all your sales. However, don't forget to save your message by choosing "Modify".

    Consequently, you will avoid your mail box being filled with automatic messages sent by Delcampe (i.e. email alerts) and we also advise you to disable your alerts by clicking on "My favorite lists" at the bottom of the favourite bar. Here you can remove them.

    Upon your return (if you are absent less than three months), you will only have to remove the notifications and create your alerts again.



    The shipping fees. How can the shipping fees be accessed?

    If you want to place items on the website, you will have to determine your sales conditions and indicate the shipping fee.

    The shipping fee is presented in a text and can be updated by visiting "My Delcampe" > "Sell" > My store: Sales conditions

    Make sure that the conditions are clear and not ambiguous to inform your future buyers as good as possible.


    I only want to sell in my own country. Is this possible?

    A seller can decide to sell items only in his/her own country.
    He can indicate this in "My Delcampe" > "Sell" > "My Store: Sales conditions" and select only  the box "Seller's country".
    Consequently, members from other countries won't have the possibility to make a bid on your items.


    A payment method. How to disable it in my sales conditions?

    Either uncheck the boxes of unwanted payment in "My Delcampe"> "Sell"> "My store: Sales conditions".

    Then you click "Submit" at the bottom of the page to register the changes.

    Or go to "My Delcampe"> "Sell"> "My payments: Configuration".

    Here you select the "Disable" box for unwanted payment methods. And click on "Modify" to validate the changes.


    The section "I introduce myself" in my account. What is it, and how to complete it?

    The section "I introduce myself" allows you to introduce yourself to the other members. It is displayed on the page of your profile as well as the page of presentation of your sales.

    This section cannot contain:
    • sales conditions
    • shipping and handling charges
    • contact details (private, bank details, ...)
    • trade proposals or requests
    To complete this section, go to "My Delcampe" > "Account" > "My information: Store parameters".
    At the bottom of the page, you will find an editing frame you can fill in.
    Click then on "Modify".


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Create, modify or close a sale - Placing an item on Delcampe

    How to sell?

    1. Registration is free on Delcampe. You just have to fill in our registration form.

    2. We send an email with your password, sign in thanks to your nickname and your password.

    3. Establish your Conditions of Sales that contains all information about delivery (shipping costs, etc...), payment (PayPal, Skrill, bank transfer, cash on delivery, Visa, Eurocard/Mastercard, American Express, postal order, national or international cheques, cash) and guarantee.

    4. Fill in the sales form for each item you want to sell (Delcampe Website, categories, title, description, pictures, type of sale, price, ending date, renewal, selling options, etc...).

    5. Your item is put on sale and buyers can place bids. When an item is unsold, it will be automatically renewed if you asked for a restart when filling in the sales form. There are no sales fees, it is FREE (unlesss you chose sales options).

    6. When your item is sold, all necessary information about the sale is sent automatically to you and your buyer. Contact your buyer as soon as possible and give him all information nexessary to make the payment and the exact amount to pay. If you have set up your payment methods, your buyer can directly pay you through one of these methods.

    7. Once the payment is made, you can send the item to the buyer as soon as possible.

    8. Leave feedback and a comment for your buyer. He will do the same once he has received the item.

    9. Sales fees on sold items will be applied. At the beginning of each month, we will add the sales made the previous month (Rates).




    WHY SHOULD I SELL ON DELCAMPE?

    -
    There are no insertion fees, listing an item is completely free on Delcampe (unless you take sales options).

    - Sales fees are only applied on sold items... and they are reasonable (Rates).

    - Thanks to the Delcampe e-wallet you can immediately receive your buyer's payments.

    - Delcampe is international: each country has its national website and all sales are gathered on an international website.

    - Delcampe is user-friendly and was made by collectors for collectors.

    - On Delcampe you can find a comprehensive online help and an effective customer support that is close to members.

    - Delcampe is a user-friendly website, where trust, passion and conviviality in transactions are of great importance.

    Click here to register and begin to sell.



     



    A sale. How can I close a sale?

    In some cases, you can close a sale yourself:

    First, you will have to log on and select "Close this auction", which you can find in the top left corner of the form you can use to make changes.

    If bids are made, the sale will close 24 hours after you have noted that you want to close the sale. However, if the sale ends in less than 24 hours, you won't be able to close the sale. The members who are following your sale will also receive an automatic message that the sale will end sooner.

    If you want to cancel a sale with bid, you will have to explain the situation to the buyer.


    My nickname doesn't appear in the seller's list. What happened?

    This list only contains sellers who have a Club+ Gold subscription (Click here to join).

    This list is updated each 24 hours. Consequently, you may have to wait until the next day to see your name appear in the list.

    When your sales are being renewed, your nickname might not appear in the list. However, your name will appear again after the following update.


    Archive/retrieve from archive/ or remove all closed sales in just one move. Is this possible?

    Delete, archive and retrieve your archived closed sales in a single operation by using the Multiple changes. This is available for members of the Club+ Gold or Premium.

    Thanks to the multiple changes, you can:

    • Archive your closed sales (with or without buyer);
    • Retrieve your sales from the archive (closed sales with or without buyer);
    • Delete all sales in your archives (closed sales with or without buyer).

    You can become a member of the Club+ Gold or Premium, by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    How can I cancel a sale created by mistake?

    If no offers have been made, just click on the link "Close the auction" on the item page. A new window will then open in which you can close the sale.

    If an offer has been made, then you can't close the auction and you will have to inform the highest bidder as soon as possible.



    Close and restart my running sales in just one move. Is this possible?

    Close all your ongoing sales without bid in case you are temporarily absent and restart them afterwards, thanks to the Multiple changes. This option is available for members of the Club+ Gold or Premium.

    This option will allow you to perform this operation only on the whole of your ongoing sales without bid.

    Consequently, you will be able to:

    • Restart all your closed sales without buyer;
    • Immediately close all your ongoing sales without bid;
    • Automatically close all your ongoing sales at a particular date;
    • Suspend all your ongoing sales (Closing date and restart date).

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    Apply a discount on all running sales with just one operation. Is this possible?

    Apply a discount on all your ongoing sales in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or on some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    Consequently, you will be able to:

    • Apply a discount (in %).
    • Apply a discount (in your currency).

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    A sale. How can I modify a sale?

    You can modify a sale if no bid is made.

    First, you will have to log on and select "Modify the sale" in the top left corner of the form you can use to make changes.
    Don't forget to register the modification by selecting "Modify".


    The multiple changes. What are the multiple changes?

    The multiple changes are part of the advantages of the Club+ Gold or Premium.

    Multiple changes can be made on your sales:

    • Change the ending date and hour of all running sales
    • Lower the price of your items
    • Increase the price of your items
    • Change all items into fixed price sales or auctions
    • Move all sales to another Delcampe website
    • Change the number of renewals on all sales
    • Close and restart all sales
    • Archive/retrieve from archive/remove all closed sales.

     

     



    The closing date and hour of a sale. Can this be changed?

    If no bid is made, you can visit the sale after logging on.
    Select the link "Modify the sale" in the top left corner of the form you can use to make changes.

    Don't forget to register the modification by selecting "Modify".




    Change the ending date and hour of your sales with just one operation. Is this possible?

    Change the ending date and hour of your sales in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    Consequently, you will be able to:

    • Choose the ending date and hour of all ongoing sales without bid;
    • Only change the ending date of all ongoing sales without bid and without changing the ending hour;
    • Only change the ending hour of all ongoing sales without bid and without changing the ending date.

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    Change my running sales into fixed price sales or auctions with one move. Is this possible?

    Change your fixed price sales into auctions or do the opposite in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by visiting "My Delcampe" > "My Sell" > "My items for sale: Multiple changes".



    Move my ongoing sales to another Delcampe website. Is this possible?

    Move your ongoing sales from the International to a National website or do the opposite, thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    Change the number of renewals of my running sales in just one move. Is this possible?

    Change the number of renewals and the length of your ongoing sales in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change all ongoing sales without bid or on some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by visiting "My Delcampe" > "My Sell" > "My items for sale: Multiple changes".



    Increase the prices of all running sales with just one operation. Is this possible?

    Increase the prices of all your ongoing sales in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    Consequently, you will be able to:

    • Increase the prices (in %) .
    • Increase the prices in your currency.

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    Placing an item on the website. How can I do this?

    If you want to list items on the website, you will have to determine your selling conditions first.

    You can do this by going to"My Delcampe" > "Sell" > "My Store: Sales conditions"
    Here you can determine your sales conditions.
    Don't forget to click on "Send" when it is done.

    You can also add a personal message that will appear on each sale by going "My Delcampe" > "Account: my parameters".
    Then, you can click on "Sell : Selling form" (on the menu bar).
    Here, you can add all information linked to the item to be put on sale.
    To complete the sale, select "Sell" at the bottom of the page.

    In order to check if your sale has been correctly created, you should go to "My Delcampe" > "Sell: Ongoing sales"

    For more information, please check our guides by going to "Help & Contact".



    I only want to sell in my own country. Is this possible?

    A seller can decide only to sell items in his own country. He can indicate this in My Delcampe > My conditions of sale and only select "Seller's country". Consequently, members from other countries won't be able to make a bid on your items because the form to make a bid isn't available.


    I've started a sale that is located in several lists. What's happened?

    Your sale has been started more than once (with different reference numbers). This can happen in case you have problems with your internet connection.

    For example: you are making a sale and when selecting "Sell"... you find yourself staring with a blank page. At that point, you are convinced that the sale isn't placed on the website and you start the sale for a second time without knowing it.
    Therefore, it is very important to know that a sold item is never renewed automatically without you intervening.

    The best thing you can do after creating sales is to visit your store and verify all items which have been inserted less than 24 hours ago after ranking the items by item number. This will enable you to make sure no items are placed in your store twice and you will save much time.


    A buyer informs me that he or she cannot bid on my sales. Why?

    It is possible that you have limited your sales conditions to certain destinations (countries) and that the one of this buyer is not included in them. In this case, the system prevents the buyer to place a bid on your sales.

    In order for this buyer to be able to place bids on your sales, go to "My Delcampe" > "Sell" > "My store: Sales conditions". From there, select the destination (country) corresponding to your buyer. Then click on "Send" at the bottom of the page.


    Replace my ongoing sales on top of list of items in a single operation. Is this possible?

    You have the possibility to replace your ongoing sales on top of list of items in a single operation thanks to the multiple changes available for our Club+ Gold or Premium members.

    This option allows you to perform this operation only on:
    - all your ongoing sales without bid
    - a part of your ongoing sales without bid which were put on sale more than 3 months ago
    ... by selecting the desired category(ies) and/or the desired Delcampe website(s).

    Your sales will then be:
    • Displayed on top of lists of items with the "New" logo. The starting date of sales will then be re-adapted.
    • Re-issued in email alerts (automated emails sent to members who saved a search by keyword, category or seller to their favourites).
    To access the multiple modifications, go to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".

    To join our Club+ Gold or Premium, click here.

    Note: this option has a cost of 0.01 EUR | 0.01 USD | 0.01 GBP | 0.01 CHF | 0.01 CAD | 0.01 AUD per item (with a minimum of 10.00 EUR | 10.00 USD | 10.00 GBP | 10.00 CHF | 10.00 CAD | 10.00 AUD). For more information on our rates, click here.


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Using the sales options - Using, validity,...

    I have taken an option which isn't active yet. Is this normal?

    When a sales option is bought, it is activated immediately.

    However, you will have to wait until the server has updated the lists (maximum 24 hrs.) before the options are activated.

    This is the case for options like "Your item on the homepage", "Your item on top of lists of categories" or "Your item on top of a list of items".

    You can find out if an item is present in the paying selection on the Delcampe main page by visiting "Paying selection".


    A sales option. How can I use a sales option?

    Sales options have to be paid (unless a discount or free-given for the "Club+ Gold" or "Premium" subscribers).
    Therefore, it is important to check whether your Delcampe account is credited with at least 10 EUR/USD/GBP/CHF/CAD/AUD before you fill in the sales form and select sales options.
    You can select an option on the sales form.

    Make sure that you don't select "Continue to use the options for each restart" unless you want to have this option renewed until the item is sold. If so, the option will be charged every time the sale is renewed.


    The items you find most important. How can you highlight them?

    There are many options to highlight an item:
    • Bold title,
    • Subtitle,
    • Colour border,
    • Colour background,
    • Your item on top of a list of items,
    • Your item on top of lists of categories,
    • Your item on the homepage.
    These paying options are selected when the sale is placed or modified on Delcampe.


    The sales options. Where can I find a complete description?

    You can select this link for more information:
    Selling options



    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Answering questions, lower offers and contacting the buyer - Accessing my messages, lower or group offers and determine their parameters...

    The data and email address of the member with who I have completed a transaction. Where can I find this data?

    After you have logged on by using your nickname and password, you can visit the sales page.

    Here, both seller and buyer can find each others personal information on the right side of the page.

    This allows you to access the information without having to look for the address of your buyer or seller.


    A member. How can I contact a member in private?

    By clicking on his/her nickname, you will be able to access this member's profile. Then, select "contact".
    The member will receive a message in "My Delcampe" > "Messages: My received messages" and a copy is sent to his/her personal email address.



    Information about a member. How can I access a member's profile?

    You can access his profile page by clicking on his nickname.


    A lower bid. What do I do when I receive a lower bid?


    When the seller receives a lower bid, he/she has 3 choices:

    • Accept the lower bid and close the sale immediately (the member who made the lower bid thus wins the item immediately).
    • Accept the bid but keep the item at auction (the first bid of the auction will be automatically placed by the member who has offered the lower bid. The auction will be relaunched for a period of time going from 1 to 7 day(s) according to the seller's decision.
    • Refuse the lower bid and propose a counter-offer.
    • Refuse the lower bid and leave the sale as it is.



     



    A lower group bid. What to do if I receive one?

    When you receive a lower group bid, you have 3 possibilities:

    • Accept the lower group bid and directly close the sale (the member who has proposed the lower group bid then wins the items directly).
    • Refuse the lower group bid and leave the sales as they were.
    • Refuse the offer, propose a counter-offer of an intermediary amount and reopen the sales as fixed price sales (see example below).

    Counter-offer example


      A seller has 3 sales:
    • Item 1 : 3.00 EUR
    • Item 2 : 5.00 EUR
    • Item 3 : 2.00 EUR
    • (total : 10.00 EUR)

    The buyer offers 5.00 EUR (50% of the total) for these 3 sales.

    In case of a counter-offer, prices are modified so as to correspond to the intermediary amount between the current price and the price proposed by the buyer:
    • Item 1 : 3.00 EUR x 75% = 2.25 EUR
    • Item 2 : 5.00 EUR x 75% = 3.75 EUR
    • Item 3 : 2.00 EUR x 75% = 1.50 EUR
    • (total : 7.50 EUR)

    An email is then sent to the buyer in order to inform him/ her.


    The emails sent when a lower bid is made. How can I make sure I don't receive them?

    You can indicate in your account parameters that you don't want to receive the emails that are sent when lower or group bids are made.

    Go to "My Delcampe" > "Messages" > "My e-mail parameters" and select "No" for: Email: Lower Bids...

    Don't forget to select "Modify" to register the changes.



    A question about a sale. How can I remove a question?

    After logging on with your nickname and pasword, you can go to the sales page and select [Delete the question].


    A question about one of my sales. How can I know if a question is asked and how can I answer a question?

    You will receive a message for each question asked.
    You can answer the question by using the form at the bottom of the sales page.


    My messages. How can I consult my messages?

    Please go to "My Delcampe" > "Messages".

    Here you can find a copy of all messages that we or members have sent you. Along with the messages you have sent to other members.


    Configure the reception of lower bids. How to do it?

    In order to configure the reception of the lower bids, you will just have to go to "My Delcampe" > "Account: Parameters".

    There, you can choose between:
    • Not accepting to receive lower bids proposals;
    • Accepting to receive them with a defined percentage below the current price and from a defined number of weeks;
    • Automatically accepting the lower bids with a defined percentage below the current price.


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Sale closed - Buyer's information and sales administration

    The data and email address of the member with who I have completed a transaction. Where can I find this data?

    After you have logged on by using your nickname and password, you can visit the sales page.

    Here, both seller and buyer can find each others personal information on the right side of the page.

    This allows you to access the information without having to look for the address of your buyer or seller.


    Information about a member. How can I access a member's profile?

    You can access his profile page by clicking on his nickname.


    A transaction outside Delcampe. What do I have to do if I receive this kind of proposition?

    Completing a transaction outside Delcampe damages the Delcampe community because no commission fee is deducted from your account balance.

    The commission fee allows Delcampe to maintain, improve and develop the Delcampe website by purchasing increasingly performant equipment.

    Please don't complete transactions outside Delcampe if you care about the website.

    However, should a transaction be completed outside Delcampe and you wish to report this, than the seller can start a fixed price sale on Delcampe at the agreed price. Afterwards, the seller can indicate that the item is meant for that particular buyer, the buyer can make an offer and finally both members can exchange feedback.



    The invoice after a sale has ended. How can I send it?

    Once the sale has ended, you can go to "My Delcampe" > "Sell: Items sold".

    There, you can find the button: "Invoice".

    Afterwards, you only have to click on that button.and set up your invoice. Then click on "Send invoice" at the bottom of the invoice.



    The sales. How can I administrate my sales?

    In the website menu bar, you can visit "My Delcampe".
    Here you can find the lists that allow you to administrate your sales, purchases, ...


    My buyer hasn't paid me yet. How can I send him a payment reminder?

    If you have sent a first invoice to the buyer and the buyer hasn't made the payment yet within the 7 days following the sending of the invoice, you will be able to send him a payment reminder. To send a payment reminder, please go to "My Delcampe" > "Sell: Sold items" and select the tab "Invoiced". Click on "+" and select "Send a reminder".


    My closed sales. How can I find out if a buyer has won an item?

    Delcampe will send a confirmation message to your inbox and to your Delcampe account, which you can find in "My Delcampe" > "Messages: Received messages".
    This message contains the following information on the buyer: his/her contact details, main language and feedback percentage.
    You'll also know whether or not he's member of the Club+.


    I have several invoices for the same buyer. How to group them?

    Grouping invoices can only be done if:
    • at least two unpaid invoices are in the tab "Invoiced"
    • at least one invoice is in the tab "To invoice" and at least one unpaid invoice is in the tab "Invoiced"

    In the first case, go to "My Delcampe","Sell: Sold items" and click on the tab "Invoiced".

    Select the invoices to group and click on the "Group" button.
    The new invoice will then be in the tab "To invoice" ; you will then be able to send it to the buyer with all the items concerned and adapt the charges if needed.
    Click on "Send the payment request" at the bottom of the page for the buyer to receive the new invoice.

    In the second case, go to "My Delcampe","Sell: Sold items" and click on the tab "To invoice".
    Click on "Invoice". If an invoice for the same buyer is also in the tab "Invoiced" and unpaid, you will then have the possibility to group or not the first invoice with the second one.

     


    Edit a sale invoice. How to do it?

    If you have sent an invoice to your buyer and it contains an error, you have the possibilty to edit and resend it.

    To do this, go to “My Delcampe” > “Sell: Items sold” and select the tab “Invoiced”.
    There, click on the “More...” button on the right of the invoice concerned and select "See invoice".


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Selling as a professional member - The [PRO] logo, invoice of Delcampe fees, merging commission fees of several accounts into one account

    Private or professional seller. what's the difference?

    Professional sellers can be recognized by the "[PRO]" logo next to their nickname.


    The [PRO] logo next to my nickname. How can I get this logo next to my nickname and register as a professional member?

    To register as a professional seller and have the logo [PRO] added to your nickname, you have two possibilities:

    • You are liable to VAT.
    In that case, send us your billing address and your VAT number at info@delcampe.com. You will then get a 20% discount on our rates.

    N.B. To check if your VAT number is valid, click on the following link: http://ec.europa.eu/taxation_customs/vies/lang.do?fromWhichPage=vieshome&selectedLanguage=EN
     
    • You are not liable to VAT and you don't have a VAT number.
    In that case, you can send us your billing address and your trade register number or your TAX ID number. You will then get a 10% discount on our rates.


    In both cases, you should always send us a scan of your Federal Tax ID Document".
    Note: this document must have been issued for less than a year.

    Once we have this document, we will proceed with your registration as a Professional member on the Delcampe.

    Once done, you can consult every month your bill and print it by visiting "My Delcampe" > "Account" > "My Delcampe Fees: Account Record".


    An invoice of my Delcampe fees. How can I obtain an invoice of my Delcampe fees?

    An invoice will also be made available during the first 5 working days of the month that follows the month in which the payment was made. You can find it by going to "My Delcampe" > "Account" > "My Delcampe Fees: Account Record".

    Note that only members with the [PRO] logo can benefit from an invoice.


    The API. What is it?

    Among the methods proposed for setting up sales, you can put on sale via the API system.

    The API (Application Programming Interface) is a system that allows you to simultaneously sell on your website and on Delcampe.

    This system has three main functions:
    1. When you upload a sale on your website, it automatically creates a sale in your Delcampe store.
    2. When a change is made to your sale, it automatically modifies your sale in your Delcampe store.
    3. When an item has been sold on one of the two sites, the sale is automatically closed on both sites.

    With this system, you can easily put your items on sale without having to complete any selling form.

    You will find all the necessary information about the API by going to "Sell" > "Put on sale: Delcampe API".


    Professional membership. What are the advantages of a professional membership?

    After opening an account, you can provide your VAT number. Consequently, you will receive a discount of 10 or 20% on the commission fee.
    An invoice will also be made available during the first 5 working days of the month that follows the month in which the payment was made.You can find it in "My Delcampe" > "Account" > "My Delcampe fees: Account Record".


    The commission fee. How can I pay the commission fee for several accounts by crediting only one account?

    You can provide a list with your nicknames if you are using several ones for selling.

    Consequently, you will benefit from a lower commission rate if the commission fee for all accounts is combined.

    We won't merge your accounts but we will calculate the total commission fee that has to be paid and place it on one account of your choice, the so called "parent" account.


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Delcampe Premium - How does Delcampe Premium work?

    Delcampe Premium. What is it?

    "Delcampe Premium" gathers the stores of professional sellers and is a new website complementary to "Delcampe Marketplace" and "Delcampe Prestige".

    On "Delcampe Premium" you will only find fixed price items, with a minimum price of 25 EUR (20.00 GBP, 30.00 USD, 30.00 CAD, 30.00 CHF, 30.00 AUD). Buyers will also shop making use of a virtual shopping cart: a buying method which is simple, practical and very common on the Internet ! The items are available on "Delcampe Premium" and "Delcampe Marketplace".

    In order to be a part of it, sellers will have to meet certain requirements concerning quality and security. They will also have to adhere to the Delcampe Professional Ethics Charter. This Charter is a guarantee, for buyers, who know that they are purchasing from professional sellers who offfer a reimbursement guarantee.


    The API. What is it?

    Among the methods proposed for setting up sales, you can put on sale via the API system.

    The API (Application Programming Interface) is a system that allows you to simultaneously sell on your website and on Delcampe.

    This system has three main functions:
    1. When you upload a sale on your website, it automatically creates a sale in your Delcampe store.
    2. When a change is made to your sale, it automatically modifies your sale in your Delcampe store.
    3. When an item has been sold on one of the two sites, the sale is automatically closed on both sites.

    With this system, you can easily put your items on sale without having to complete any selling form.

    You will find all the necessary information about the API by going to "Sell" > "Put on sale: Delcampe API".


    My Premium store is not visible. How come?

    In order for your "Premium" store to be visible, you must:
    • Offer at least Skrill or PayPal in your payment methods
    • Be in order with your professional [PRO] status on the website
    • Have joined the Club+ Premium
    • Have a sufficient percentage of feedbacks (min 98%) on the transactions over the last 90 days
    • Have less than 10% of disputes on the transactions over the last 90 days
    • Have a minimum of 10 items at a fixed price of minimum 25.00 EUR (30 USD / 20 GBP / 30 CHF / 30 CAD / 30 AUD) in your store
    • Have a positive balance on your account
    Once these conditions are met, your Premium store will be visible.


    The search engine on Delcampe Premium. How does it work?

    You can use the search engine:
    • Searching by category
    • Searching by seller's country
    • Searching by association
    • Searching by the name of a store
    Note: The search engine on Delcampe Premium is a bit different than the one proposed on Delcampe Marketplace.
    Click here for more information on the operation of the search engine on Delcampe Marketplace.


    I am a seller. How can I open a store on Delcampe Premium?

    In order to join "Delcampe Premium", go to "My Delcampe" > "Open a Premium store". On this page, you will get all the information you need to pursue your application for membership.

    Several conditions are required to adhere to "Delcampe Premium". You must:
    • Offer at least Skrill or PayPal in your payment methods
    • Be in order with your professional [PRO] status on the website
    • Have joined the Club+ Premium
    • Have a sufficient percentage of feedbacks (min 98%) on the transactions over the last 90 days
    • Have less than 10% of disputes on the transactions over the last 90 days
    • Have a minimum of 10 items at a fixed price of minimum 25.00 EUR (30 USD / 20 GBP / 30 CHF / 30 CAD / 30 AUD) in your store
    • Have a positive balance on your account
    • Adhere to the Professional Ethics Charter
    Once the conditions are met, return to the page "Open a Premium store". You will then have the opportunity to add a name to your shop, a description, a logo, a banner, ...


    Putting an item for sale on Delcampe Premium. How?

    Putting on sale is strictly identical to "Delcampe Marketplace". The only difference is that in order to appear on "Delcampe Premium", the sale must be at a fixed price of minimum 25.00 EUR (30 USD / 20 GBP / 30 CHF / 30 CAD / 30 AUD).

    In order to put an item on sale on "Delcampe Premium", go to "Sell" > "Put on sale". There, you can choose the most suitable method to set up your sale:
    • Selling form
    • Delcampe Lister
    • Easy Uploader
    • Delcampe API (for professional sellers only)
    Then click on the button "Continue" for the chosen method.

    Once the sale has been set up, your items will be visible on both "Delcampe Premium" and "Delcampe Marketplace".


    A logo - A banner. How can I add it to my store on Delcampe Premium?

    In order to add a logo/a banner to your "Premium" store, go to "My Delcampe" > "Sell" > "My sales: My store". There, you have the opportunity to add a logo/a banner stored on the hard drive of your computer by clicking on "Browse". Then click on the button "Save changes" at the bottom of the page.


    Put on sale via the Delcampe API. How?

    In order to be able to use our API, click on the following link:
    http://www.delcampe.net/additem/api


    Google Analytics. What does it do?

    "Google Analytics" is a completely free product that allows you to analyze the audience to a website. Thanks to it, you will have the opportunity to analyze the audience at your "Premium" store. You can highlight graphs, analyze your customers and make changes to your "Premium" store as to increase the visits on it.

    For more information on "Google Analytics", click on the following link:
    www.google.com/analytics/

    To add a "Google Analytics" identifier to your "Premium" store, go to "My Delcampe" > "Open a Premium store". There, you can add your username in the field next to the question "Do you have a Google Analytics identifier to track visitor statistics on your Premium store?".
    Then click on the button "Modify" at the bottom of the page. 


    I am a seller. How can I finalize a transaction on Delcampe Premium?

    Finalizing a transaction is strictly identical to "Delcampe Marketplace".


    A description of my Delcampe Premium store. How can I add it?

    To add a description to your "Delcampe Premium" store, go to "My Delcampe" > "Open a Premium store". There, you can add a short description of your store as well as a longer one. Then click on the button "Modify" at the bottom of the page.


    I am a buyer. How can I finalize a transaction on Delcampe Premium?

    Finalizing a transaction is strictly identical to "Delcampe Marketplace".


    A professional association. How can I indicate that I am affiliated with?

    In order to indicate on "Delcampe Premium" that you belong to a professional association, go to "My Delcampe" > "Open a Premium store".
    Below the question "Are you a member of professional associations?", click on the drop-down list and select the organization you are affiliated with. Then click on the button "Modify" at the bottom of the page.


    Sell - The sales form, the sales conditions, selling, modifying and closing a sale, sales options (lower, group,...),... :
    Easy Uploader - Tool for bulk listing

    The matching of the columns in the Easy Uploader. How to do it?

    During the third step of the Easy Uploader, you will be asked to match your columns to the Delcampe template columns.
    If, at the first step, you specify that the first line does contain the columns title, the system will automatically match them with the Delcampe columns. You will also be asked to verify their matching.


    Here are the mandatory Delcampe columns to match:

    MANDATORY COLUMNS

    Column name

    Signification

    Specificities
    id_category The category number on Delcampe or your own category number Number corresponding to a Delcampe category (Categories list) or your own category number (with obligation to use the matching file)
    title The title of your item Can contain letters and numbers. Limited to 120 characters
    fixed_price The price for a fixed price sale Decimal number separated by a dot or a comma (decimal point)
    price_starting The starting price for an auction Decimal number separated by a dot or a comma (decimal point)


    If you have indicated other columns in your file, you can match them with the following Delcampe columns:

    OPTIONAL COLUMNS

    Column name

    Signification

    Specificities
    personal_reference Your personal reference for each item Can contain letters and numbers. Limited to 20 characters.
    id_item The item number Unique whole number. To be filled only in case of modification or deletion of the sales.
    description The description of the item Text
    price_increment The minimum increment for an auction Decimal number separated by a dot or a comma (decimal point). If nothing is indicated, the value by default is 0,01.
    currency The currency of the item Can only contain EUR, USD, GBP, CHF, CAD or AUD. If nothing is indicated, the currency by default will be the one of your Delcampe account.
    quantity The quantity of available items for a fixed price sale Unique whole number. If nothing is indicated, the value by default is 1.
    duration Duration of the sale in days Can only contain 7, 10, 14, 21 or 28. If nothing is indicated, the value by default is 7.
    date_end Ending date and hour of the sale YYYY-MM-DD HH:MM format. If this colum is filled, you do not have the fill in the "prefered_end_hour" and "prefered_end_day" columns. If you do not match any column with "date_end", the duration of the sale by default will be the one in the "duration" column which will be used for the automatic renewal (if the "renew" column is also indicated).
    prefered_end_hour The preferred ending hour of the sale HH:MM format. If nothing is indicated in this column and in "date_end", the value by default will be 13h.
    prefered_end_day The preferred ending date of the sale YYYY-MM-DD format. If nothing is indicated in this column, in "date_end" and in "duration", the preferred ending date will be minimum 7 days from the date of insertion and the sale will end the following Friday.
    images The image of the item URL (if the images are hosted on a server)
    or name of the image (if the images are stocked on your Hard Disk Drive).
    renew The number of automatic renewals Can only contain 0, 1, 2, 3, 4, 5, 10 or 99 (in correlation with the "duration" column). If nothing is indicated, the value by default is 0.
    price_reserve Auction sale with minimum sale price acceptance (paying option) Decimal number separated by a dot or a comma (decimal point). If nothing is indicated, there is no reserve price.
    option_lastminutebidding Last minute extension (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_privatebidding Private sale (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    subtitle The subtitle of the sale (paying option) Can contain letters and numbers. Limited to 120 characters
    option_boldtitle The title of the item is in bold letters (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_coloredborder A red edge will frame the sale in the items list (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_highlight The sale appears on a color background in the items list (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_toplisting The sale is displayed on top of the items list (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_topcategory The sale is displayed in the categories page and on top of the items list (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_topmain The sale is displayed on the homepage, in the categories page and on top of the items list (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_keepoptionsonrenewal Keep on using the options with automatic renewals (the cost of the options will be accounted for at each renewal) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.


    The Easy Uploader. How to use it?

    Using the Easy Uploader is done in 7 steps:
    1. Import and file: you select the file and the type of importation
    2. Categories: you choose between the Delcampe categories or your personal categories
    3. Columns: you match the columns of your file with Delcampe columns
    4. Preview (without images): you can preview your sales without images
    5. Images (only if you wish to manually upload your images): you insert your images saved on your Hard Disk Drive
    6. Preview (with images): you can preview your sales with images
    7. Processing: you opt or not for the quick payment method and you can launch the processing of your file

    1st step: Import and file
    • Choose between a local file (on the Hard Disk Drive of your computer) and an hosted file (on a server)
    • Select the type of import according to whether you want to add, modify and/ or delete sales
    • Download one of our template files or use your file
    • If your file is located on your computer:
    • Indicate if the title of the columns is located on the first row
    • Choose if you are not using images or if they are located on your computer or on a server
    • Click on the "Next step" button
    • If your file is located on a server:
    • Provide the access path to your file and choose the type of file (Excel or CSV)
    • Indicate if registering details are needed to access the file
    • Indicate if the columns title are located on the first row
    • Click on the "Next step" button

    2nd step: Categories
    • Choose the official Delcampe categories or your personal categories (with matching to the Delcampe categories)
    • Click on the "Next step" button

    3rd step: Columns
    • Match the columns of your file with the Delcampe columns
    • Click on the "Next step" button

    4th step: Preview (without images)
    • During this step, the system will verify the validity of your items
    • Once finished, you can preview your items without images
    • Click on the "Next step" button

    5th step: Images
    • This step is only available if you have asked to manually upload your images from your Hard Disk Drive. In this case, a column must include the name of your images in your file
    • Click on "Add your images" and select one or more images on your Hard Disk Drive
    • Click on the "Next step" button

    6th step: Preview (with images)
    • During this step, the system will match your items with the given images
    • Once finished, you can preview your items with images
    • Click on the "Next step" button

    7th step: Processing
    • Choose between fast processing of your items or not. Slow processing allows you to keep the order of your items.
    • Check the case to confirm that you have read and accepted the rates and the Delcampe Terms & Conditions
    • Click on the "Start processing" button

    When the import is complete, you can consult your sales from your account by going to "My Delcampe" > "Sell: Ongoing sales".


    My images. How to add them when importing in the Easy Uploader?

    In order to add images when importing your file, you have the choice between two solutions:
    • The images are stocked on your Hard Disk Drive and you insert their name in the file
    • The images are stocked on your server and you insert the URL in your file

    Images stocked on your Hard Disk Drive

    In the column of the file corresponding with the images, you simply have to indicate the name of the image or the images that you will use for each item.
    For instance, the image entitled "item 1.jpg" must be indicated in the file "item 1.jpg". If you use other formats than "jpg", you only have to change the extension in the name of your image.
    If you wish to insert several images for a single item, each image name will have to be separated by a semi-colon without space: item 1.jpg;item 1bis.jpg

    When reaching step 5, you will have the possibility to select the images to be added to your items. For this, click on the button "Add images" and select the corresponding images.
    You can select several images at once by clicking on the "ctrl" key of your keypad and by clicking on each image. You can also select a series of images by clicking on the "shift" key (or "Capital letter") and by clicking on the first and last image.

    When you will reach the next step, the system will do the matching between the image and the name that you have provided in the file in order to assign them to each item.


    Images stocked on a server

    In the column of the file corresponding to the images, you only have to indicate the URL address for each item.
    For instance, for item 1 of your file, the URL that you will use might be http://mywebsite.net/image/1.jpg
    If you wish to insert several images for a single item, each URL will have to be separated by a semi-colon without space: http://mywebsite.net/image/1.jpg;http://mywebsite.net/image/1bis.jpg

    After step 4 of the import, your images will be automatically added to your items.


    The Easy Uploader. What is it?

    Easy Uploader is a tool for sellers who wish to place items on sale en masse on the Delcampe website. Every seller possessing a database (on their Hard Disk Drive or on a server) can send their sales to their store by an Excel or CSV file.
    In order to use this interface, go to "Sell" > "Easy Uploader".

    Easy Uploader allows you to:
    • Import your sales en masse via an Excel or CSV file (on your computer or on a server). You can use your own files or base yourself on the template files at your disposal
    • Modify or close the sales
    • Match your sales with the categories of the site
    • Send images from your computer or from a server
    • Quickly process a great number of sales


    An existing file or a template file for Easy Uploader. Which one to use?

    During the first step of the Easy Uploader, you have the choice between using our template files (recommended) or your own file.

    If you import your own file, you will be asked in one of the following steps to match your categories with ours.

    If you opt for one of our template files, you have the choice between: By using one of these template files and completing it, the matching of your columns with ours will be automated.


    The matching of the categories in the Easy Uploader. How to do it?

    During the second step of the Easy Uploader, you have the choice between two possibilities:
    • The numbers of the categories of your files are based on the official Delcampe categories
    • The numbers of the categories of your file are based on your personal categories

    For the first possibility, you have used the numbers of the Delcampe categories.

    For the second possibility, you have used your own category numbers. In this case, you will be invited to do the matching with Delcampe categories numbers.
    For this, click on the link "Download the template file for the matching of your categories with ours". In the first column, indicate your numbers. In the second one, indicate the corresponding Delcampe categories numbers. Once done, save the file on your computer. Then click on the link "Add a new file for the matching of your categories with ours or select an existing file" and follow the steps.

    For each new import, you will be able to re-use the same matching file for the categories or generate a new one and add it to the first one.


    My sales via the Easy Uploader. Are they placed on a national site or on the international site?

    When you import your sales via the Easy Uploader, the system will base itself on the country entered in your contact details to put them on that national site. In case no national site does correspond, the sales will be put by default on the international website.

    If you have specified a currency for your sales in the imported file and it does not match the accounting currency of your account, the sales will also be put by default on the international website.


    I have auction and fixed price sales. How to fill in the file for the Easy Uploader?

    If you use your own file, it will have to include three columns that you can entitle at your convenience. The following terms are an example:
    • fixed price
    • starting price
    • minimum increment
    For the fixed price sales, you will only have to fill in the "fixed price" column.
    For the auctions, you will have to indicate a starting price and the minimum increment.


    If you use a template file (Auctions and fixed prices), you will also have three columns entitled:
    • fixed_price
    • price_starting
    • price_increment
    For the fixed-price sales, you will only have to fill in the "fixed_price" column.
    For the auctions, you will have to provide a starting price (price_starting) and the minimum increment (price_increment).


    The payment methods - General presentation and advantages, system functionning, Skrill, PayPal... :
    PayPal - The PayPal company, their support service,...

    The rates. What are the rates?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance with the following link: click: here.


    • You can open an account for free
    • Sending funds is free
    • "A minor fee" is charged when receiving funds.
    Note that no fee is charged for using PayPal via the Delcampe website and that the valid rates are determined by PayPal. Consequently, no additional percentage is calculated to send or receive funds by PayPal via the Delcampe website.

    To consult the PayPal rates, click here.


    The PayPal support service. How can I contact the PayPal customer support service?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance by visiting the following link: click here.

    You can contact PayPal by clicking here.

    Note that the time to receive an answer depends on PayPal (independent from Delcampe).



    Charging PayPal fees. Is this allowed?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance with the following link: click here

    PayPal doesn't allow sellers to charge PayPal fees to their buyers.
    Since PayPal is a payment institute independent from our services, we cannot take action at this level because it falls under a conflict related to a commercial contract between two parties (seller and PayPal) to which we are not signatory.
    We nevertheless invite the sellers not to impact these fees on their buyers.
    Please visit the PayPal website for additional information PayPal.




    A PayPal account. How can I open a PayPal account and link an existing account to Delcampe?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance by clicking here.

     


    A PayPal account. How can I open an account or link it to Delcampe (if I already have one)?

    To open a PayPal account :

    If you are a buyer, go to "My Delcampe" > "Buy" > "My payments: Configuration"

    If you are a seller, go to "My Delcampe" > "Sell" > "My payments: Configuration"

    If you don't have a PayPal account, you will have to answer "No, I want to create a new one now" to the question "Do you already have PayPal account?".

    Click on "Click here to create your PayPal account!". Then, follow the instructions on the PayPal website.


    If you already have a PayPal account, you will have to answer "Yes, the email address used is" to the question "Do you already have a PayPal account? Then, you can enter your PayPal email address and select "Modify".



    Can I pay my Delcampe fees with PayPal?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance with the following link: click here.



    Absolutely, by selecting PayPal on the page "Credit my account".


    The PayPal payment method. How can I disable it (and unsubscribe from it)?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance with the following link: click here.

     

    • To disable the PayPal payment method on the Delcampe website:

    If you are a buyer, go to "My Delcampe" > "Buy" > "My payments: Configuration".

    If you are a seller, go to "My Delcampe" > "Sell" > "My payments: Configuration".

    Select "Disable" and then click on "Modify".

    • To disable your PayPal account:

    Contact the PayPal support service. Their support service will take care of your account and refund the funds on your account.

    Note that the time to receive an answer depends on PayPal (independent from Delcampe).



    I've paid an item with PayPal and I haven't received the item. How can I get my Money back?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance by clicking here.



    Everyone that completes transactions online is responsible for his purchases. Therefore, it is important to check out the seller's profile before completing a transaction.
    However, PayPal proposes a service that you can use in case of a problem (this is called a chargeback) and can be applied in some cases when the seller can't prove the item is sent.

    For more information or in case of a problem, you can visit PayPal.


    I'm having difficulties using PayPal. Can Delcampe help me?

    Unfortunately, Delcampe can't help with PayPal problems. Delcampe works with PayPal but we provide distinct services and have a distinct team.

    In case you have difficulties while making payments with PayPal, you can contact the PayPal support service by clicking here.

    Note that the time to receive an answer depends on PayPal (independent from Delcampe).


    PayPal. What's the difference with Delcampe and what's the e-wallet?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance with the following link: click here.



    We will illustrate how Delcampe and PayPal collaborate by offering you the e-wallet.

    Delcampe is a market place;
    Each seller has a store;
    Each buyer is a visitor to the market place.

    But what about PayPal? PayPal can be considered a bank that both seller and buyer have in common. Both have an account which they can credit or from which they can retrieve funds (or link their credit card to for payments). After all, funds can easily and immediately be transferred from a buyer to a seller.

    This is what we call the "PayPal e-wallet". This is a system on Delcampe which enables both sellers and buyers to use PayPal on the "market place". Its function is similar to a bank without having to wait at the office window..


    Can PayPal be used with different currencies?

    Preliminary note:

    Delcampe and PayPal are two different websites. The Delcampe Customer staff can't help you for all problems related to PayPal transactions. They are confidential.

    However, PayPal does have a customer support: click here.


    Yes, of course.

    For more information, please visit the PayPal website



    What are the differences between a personal, a premier and a business account?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance with the following link: click here.



    To find out the difference between a personal, premier and Business PayPal account, click here.

    Unlike premier and business accounts, a personal account doesn't allow receiving payments by credit card.



    PayPal. Are members obligated to use this payment methods to finalise transactions on the website?

    Preliminary note:

    Delcampe and PayPal are two different websites. The Delcampe Customer staff can't help you for all problems related to PayPal transactions. They are confidential.

    However, PayPal does have a customer support: click here.



    No, of course not. It's up to everyone to choose. We don't impose PayPal, we offer it for free. We favour PayPal and Skrill because these systems make transactions smoother and increase the success for both buyers and sellers!


    PayPal and Delcampe. Have they made special agreements (rates, administration, ...)?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance with the following link: click here.



    Our teams have worked with PayPal to integrate their system into our own system of payment methods management, but we have no specific agreement. The payment method and the costs are exclusively governed by PayPal. Delcampe and PayPal remain two distinct services.

    All conditions which are determined on the PayPal website remain valid when making Payments for items sold on Delcampe.



    Funds. How can I retrieve funds?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance with the following link: click here.



    You can retrieve funds from your PayPal account by logging on to PayPal.



    My PayPal data. Does Delcampe have access to my PayPal data?

    Preliminary note:

    Delcampe and PayPal are two different websites. The Delcampe Customer staff can't help you for all problems related to PayPal transactions. They are confidential.

    However, PayPal does have a customer support: click here.


    No. We don't have any access to confidential information or to the details of your PayPal account.
    However, you can see your account balance for your payments, purchases and sales by visiting "My Delcampe".





    Members complain that they receive fraudulent emails from websites that pretend to be PayPal. What can we do?

    Preliminary Note:

    Delcampe and PayPal are two different websites. The Delcampe Customer staff can't help you for all problems related to PayPal transactions. They are confidential.

    However, PayPal does have a customer support: click here.



    In any case, PayPal is not responsible, they do not send these emails. Every website can become a victim of a phishing attempt. Internet users should be wary of the emails they receive and shouldn't give any personal information to fraudulent websites.

    For more information about phishing, please read:
    -
    Beware of Phishing
    -
    What is spoof?



    PayPal. Can it be used in different countries?

    General message:

    Delcampe and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with PayPal. Note that these transactions are confidential.

    However, you can benefit from PayPal assistance with the following link: click here.



    Yes, PayPal is available in various countries (and with various currencies), with some exeptions. You can check the following two links to find out which PayPal services are available in your country:
    PayPal Offerings Worldwide
    Send and Receive Payments Securely Worldwide

     



    My PayPal data. Does the seller have access to my PayPal data?

    Preliminary note:

    Delcampe and PayPal are two different websites. The Delcampe Customer staff can't help you for all problems related to PayPal transactions. They are confidential.

    However, PayPal does have a customer support: click here.


    No. This security is one of the great advantages offered by our system of payment methods management.


    The payment methods - General presentation and advantages, system functionning, Skrill, PayPal... :
    The system of payment methods management - General presentation, advantages,...

    The payment methods. How do they work on the website?

    General message:

    Delcampe, PayPal and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions. Note that these transactions are confidential.

    However, you can benefit from assistance by these websites by clicking here

     

    By setting up your payment methods on the website, you will be able to pay for your purchases and be paid for your sales.

    The buyer finds an item on the website that he can pay by using the payment methods accepted by the seller;

    He/ she buys it in an auction or a fixed price sale ;

    The seller, via the website, sends the buyer an invoice by email, including the summary of the purchases and the total amount, shipping and handling fee included;

    The buyer clicks on the link "Pay now through the system of payments management" in the invoice email;

    5° The buyer pays;

    The payment is made! In case the payment is made by Skrill or PayPal, the seller receives an email that he/ she can send the items!



    The payment methods. Is it mandatory to configure them in order to buy or sell?

    General message:

    Delcampe, PayPal and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here

    If you wish to sell, yes, it is mandatory. The seller has to fill in his sales conditions and indicate the information for payment, which includes the payment methods that he accepts. At least one of these payment methods has to be configured in order to allow the buyers to pay for their purchases.

    If you wish to buy, no, it is not mandatory. The buyer can settle his transactions directly via the invoices received from the seller, through one of the payment methods proposed by the seller. Nevertheless, we strongly advise you to link at least a PayPal or Skrill account to facilitate your payments. You will then be able to purchase in one click!


    The e-wallet. The ideal solution for members?

    General message:

    Delcampe, PayPal and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here

    For many buyers, not having the possibility to use a simple and efficient payment method causes difficulties, especially when transfering payments to other countries.

    Note that a large part of the problems with transactions are caused by payments sent by mail using cash, checks or stamps.

    Thanks to the e-wallet, making a payment has become easy, rapid, secure and free from constraints! Once you have used it, you won't go back.



    The invoice after a sale has ended. How can I send it?

    Once the sale has ended, you can go to "My Delcampe" > "Sell: Items sold".

    There, you can find the button: "Invoice".

    Afterwards, you only have to click on that button.and set up your invoice. Then click on "Send invoice" at the bottom of the invoice.



    My buyer hasn't paid me yet. How can I send him a payment reminder?

    If you have sent a first invoice to the buyer and the buyer hasn't made the payment yet within the 7 days following the sending of the invoice, you will be able to send him a payment reminder. To send a payment reminder, please go to "My Delcampe" > "Sell: Sold items" and select the tab "Invoiced". Click on "+" and select "Send a reminder".


    An invoice. How to pay it?

    Go to "My Delcampe" > "Buy: Purchases" and select the tab "Awaiting payment". Click on "Pay this invoice" at the level of the invoice from the seller concerned and follow the instuctions..

    You can also use "My Delcampe" > "Buy" > "My payments: Pay my sellers" and click on the button "Pay this invoice".

    Notice: if the seller allows the buyer to pay without awating the invoice, the invoice will be accessible from the tab "Awaiting payment" and you will then be able to make the payment directly.

    If the seller does not allow the buyer to pay without receiving the invoice, you will not be able to make the payment directly. To obtain this invoice, select the tab "Awaiting invoice" and click on "Request invoice".



    The e-wallet. Why is it financially interesting to use the e-wallet?

    General message:

    Delcampe, PayPal and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here

    It allows you to save fees charged when using certain payment methods. these fees can be very high in some cases, especially when the money is transfered to another country or currency..



    The e-wallet. What makes the e-wallet secure and reliable?

    General message:

    Delcampe, PayPal and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here



    • You will avoid cash payments getting lost. Note that sending cash by letter is illegal in some countries.
    • You will benefit from a secured system with encrypted data (SSL).
    • Sellers won't have to communicate their bank data. All steps are handled by the e-wallet.


    Making a payment through PayPal or Skrill. How much time does it take?

    General message:

    Delcampe, Skrill and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill or PayPal. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here

    Less time than needed to read the question!

    Once confirmed, the payment is processed immediately.

    The amount is immediately retrieved from the buyer's account and transfered to the seller's account.



    The e-wallet. Can the e-wallet be used outside Delcampe?

    General message:

    Delcampe, Skrill and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill or PayPal. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here

    Via the Delcampe website, No. The contract with our partners doesn't allow this. We also prefer offering an efficient tool which is integrated into the website rather that providing a separate website to make payments, which might not meet your expectations.

    However, you can use the payment method provided by our partners to pay other people.



    The items that can be paid with Skrill and/or PayPal. How can I recognize these items?

    General message:

    Delcampe, Skrill and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill or PayPal. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here

    A small logo will be added next to the title in the items' list.



    Adding the invoice to the shipment. How can I print the invoice?

    Once the sale has ended, you can go to "My Delcampe" > "Sell: Items sold" and select the tab "Invoiced", "Awaiting delivery" or "Delivered" (according to the status of the transaction).

    On the right of the invoice, click on "+" and select "Print delivery note".

    A new page opens where you can eventually remove items from the list. Click on the button "Show delivery note to print" and then on "Print".



    The e-wallet. What are the e-wallet's advantages?

    General message:

    Delcampe, Skrill and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill or PayPal. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here

    If one were to describe the e-wallet in short, the following terms would fit the description best:

    • Simple
    • Fast
    • Secure
    • International
    • Advantageous


    The e-wallet. Why is it easy to use?

    General message:

    Delcampe, Skrill and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill or PayPal. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here

    Thanks to our partnerships, we have been able to integrate the payment methods into the website.

    The e-wallet can be found in the part "My Delcampe". Note that the buyer is only directed towards the payment method's website when the payment is confirmed.



    The e-wallet. How can you save time by using the e-wallet?

    General message:

    Delcampe, Skrill and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill or PayPal. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here

    Here's an example of a perfect transaction when using the e-wallet:

    • 10:00 The buyer buys an item at a fixed price.
    • 10:10 The purchase is confirmed by email.
    • 10:15 If the buyer doesn't know the shipping charges, he asks them to the seller.
    • 10:30 The seller sends an invoice including the shipping fee.
    • 10:40 The buyer pays the items by using the e-wallet. The seller immediately receives a warning by email and on the website.
    • 10:50 The seller prints out a list with the items to send, wraps up the item and takes it to the post office in the afternoon.
    • 16:00 The seller visits the post office to send the items.
    • 08:00 (The next morning) It is possible that the postman rings at your door and delivers the item you have bought yesterday!


    The seller receives his payment quickly and doesn't have to lose time by cashing in cheques or checking his bank records. Consequently, it's possible that the seller sends the purchases the same day and if the conditions are fit, you can receive the item one or two days later!



    The e-wallet. Doesn't the e-wallet reduce communication between members?

    General message:

    Delcampe, Skrill and PayPal are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill or PayPal. Note that these transactions are confidential.

    However, you can benefit from assistance by clicking here

    Not necessarily. It's true that before, buyers and sellers had to exchange many messages to determine how the transaction could be completed.
    However, this process is simplified and is made automatic.

    However, we have provided the possibility to add a message to the payments and invoices. This allows our members to continue to complete transactions in a positive environment.



    A payment method. How to disable it in my sales conditions?

    Either uncheck the boxes of unwanted payment in "My Delcampe"> "Sell"> "My store: Sales conditions".

    Then you click "Submit" at the bottom of the page to register the changes.

    Or go to "My Delcampe"> "Sell"> "My payments: Configuration".

    Here you select the "Disable" box for unwanted payment methods. And click on "Modify" to validate the changes.


    The payment methods. Which one can I use?

    Here are the list of payment methods available on the site:
    - PayPal
    - Skrill
    - Domestic check
    - Bank transfer
    - Cash
    - Credit Card (only for professionals who have a personal website with the option of paying by credit card)

    Note that as a buyer, you must use one of the payment methods accepted by the seller in his / her sales conditions.

    For more information on available payment methods, please visit The follow-up icons. Are they automatically checked when I make a payment?

    Yes, for payments via PayPal or Skrill, made through the Delcampe website or after requesting the payment information from your account for the other methods.

    For a payment via PayPal or Skrill, go to "My Delcampe" > "Buy: Purchases" and select the tab "
    Awaiting payment". Click on "Pay this invoice" and follow the different steps. When the payment will have been done, the follow-up icons "Payment sent" and "Payment received" will be automatically checked.

    For a payment via any other payment method, go to "My Delcampe" > "Buy: Purchases" and select the tab "Awaiting payment". Click on "Pay this invoice" and follow the different steps. The follow-up icon "Payment sent" will be automatically checked after clicking on the button "Close and mark all these items as paid".


    Payment by credit card. How to set it up in my Delcampe account?

    To configure the payment by credit card in your Delcampe account, go to "My Delcampe" > "Sell" > "My payments : Configuration".

    There, check the "Activate" box in the frame "Credit card".
    You will be asked to provide the address towards a secure page (https://) that looks like this:
    https://www.yourwebsite.com/paymentpage.php

    On our side, we will add the information on this link, which will look like this:
    https://www.yourwebsite.com/paymentpage.php?totalAmount=99¤cy=AUD&nickname=BuyerNickname&POST&invoice=99

    Your page "paymentpage.php" will have to contain the pieces of information that we will add and which are the following:
    • totalAmount : the total amount of the invoice
    • currency : the currency of the invoice
    • nickname : the nickname of the buyer
    • invoice : the number of the invoice
    Then click on "Save my settings" so as to set up the payment by credit card on your account.


    The payment methods accepted on my sales. How to set them up?

    You can set up the payment methods accepted in "My Delcampe"> "Sell"> "My payments: Configuration".

    There, check the "Activate" button of the payment methods desired.
    Then encode the data required for each payment methods selected. And then click "Save my settings" to confirm the changes.


    Pay my seller via the Delcampe website. Does this cause any additional fee?

    No. Linking your information to pay via the Delcampe website produces no fees. However, payment agencies (such as PayPal or Skrill) may charge you a fee when you use their services.
    For more information on this topic, we invite you to consult the Terms and Conditions of these websites.


    Pay for my purchases by credit card. Is that possible?

    Your seller must be a professional seller and have a personal website with secure page (https://), offering the option of paying by credit card. Once this payment method accepted by the seller in his sales conditions, you can then pay by credit card.


    Follow-up icons are not checked automatically. Why?

    Some icons may be checked automatically. But according to the operations made, the icons may/ must be checked manually.
     
    Here are the different follow-up icons and their possibility(ies):
    • Payment requested: it can only be automatically checked after the seller has sent the invoice to the buyer
    • Payment sent: it is automatically checked only in case of Skrill or PayPal payment made from the Delcampe website. It can also be automatically checked after clicking on “Pay this invoice” from the tab “Awaiting payment”. There, you simply have to follow the different steps and click on the button “Close and mark all these items as paid”. This icon cannot be manually checked.
    • Payment received: it is automatically checked only in case of Skrill or PayPal payment made from the Delcampe website. For any other payment method, it can be manually checked by the seller.
    • Item sent: it is manually checked by the seller
    Item received: it is manually checked by the buyer


    The payment methods - General presentation and advantages, system functionning, Skrill, PayPal... :
    Skrill - The Skrill company, their support service,...

    The rates. What are the rates?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.
     

     

    • Opening an account is free
    • To send funds is free
    • A mere 2% + 0.19 Eur fee is charged for receiving money when using Skrill via Delcampe. This low rate allows us to render this payment method available to everyone on Delcampe and make it very competitive with regards to other payment solutions.

      Examples:
      • To receive 5.00 Eur, the fee is 0.29 Eur.
      • To receive 50.00 Eur, the fee is 1.19 Eur.
    • Costs when adding money to or retrieving money from your account.
    The fee depends on the payment method used.
    Please check out the rates on the Skrill website for additional information.
    • Advice: If costs are charged when adding or receiving money, you can transfer bigger amounts and reduce the number o transfers you make. There's no minimum amount or a deadline to add or receive funds.
    • Fees for currency changes.
    Skrill applies fees if the person who sends the money uses a different currency than the person who receives the money.
    You can consult the rates on the Skrill website for more information.


    Funds. How can I add funds?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.

    You can discover a presentation about Skrill' services by clicking here.


     

    Several payment methods are available for crediting your account (bank transfer, credit card).

    To credit your account, please go to "My Delcampe" > "Buy" > "My payments: Skrill Services"
    ... follow the instructions and you will be directed towards the Skrill website.

    Make sure that you don't credit your Delcampe account instead of your Skrill account.
    The Skrill account can be used to pay items you have bought, but the Delcampe account can only be used to pay your Delcampe fees (commission fee, sales options, subscription to the Club+,...).

    In case money is sent to the wrong account, it is possible to be refunded but costs will be charged depending on the payment methods used for crediting the account and for making the refund.

    To avoid time loss and unnecessary fees, Delcampe asks its members to be careful when making a payment and to fully read the messages written on the Delcampe website while transfering money.



    My Skrill account has been blocked. What information do I have to give to Skrill?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.


    The information to be provided depends on each case (the account type, the number of transfers, ...). The message sent when an account is blocked contains all instructions necessary and should help you. Please contact Skrill for more information at

    delcampe@moneybookers.com




    Direct debit in my account. Is this possible?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.

    Direct debit is available with Skrill but generates a cost of 8%.
    Consequently, this option isn't integrated in the e-wallet.

    Therefore, you will have to credit your account in advance before you buy items.



    Skrill account blocked. Why has my Skrill account been blocked?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.


    There are several reasons possible.

    It is likely that the account isn't verified by Skrill, that the professional activity doesn't meet their criteria or that several consecutive mistakes were made regarding your password. If an account isn't verified, it means that official documents are lacking or the documents given don't allow Skrill to verify the user's identity.


    Charging Skrill fees to buyers. Is this allowed?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.

    Delcampe as Skrill don't forbid charging buyers additional Skrill fees. However, Delcampe advises not to charge these fees because it doesn't give a positive signal towards buyers.

    However, note that all fees must clearly be indicated in the sales conditions so the bidder will be warned before making a bid.

    It is possible that this will change in case of abuse.



    The Skrill password. How to choose the password?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.


    Your Skrill password doesn't necessarily have to be the same as your Delcampe password. (We even recommend using different passwords). When creating your password, please mind the following principles:

    • Mind the letters (difference between normal and capital letters)
    • Consist of at least 6 characters
    • Consist of at least one letter (A-Z)
    • Consist of at least one character which isn't a letter (0-9, ., , ...)
    • It can't be the same password as your email address





    Adding funds to my Skrill account. How long does it take before a payment is added to my account?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.


    The time needed to add money to your Skrill account depends on the payment method used to credit your account. Payments made with direct payment methods like credit cards are processed immediately. However, it can take up to a week before payments by bank transfer or check are processed.




    A Skrill account. How can I open a Skrill account or link an existing account to Delcampe?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.

     

    You can open a Skrill account by visiting:

    "My Delcampe" > "Buy" > "My wallet: Create/Link account"

    If you don't already have a Skrill account, you will have to answer to the following question "Do you already have Skrill account?" by clicking on "No, I want to create one now".

    Then, you will have to follow the instructions on the Skrill website.


    If you already have a Skrill account, you will have to answer the following the question "Do you already have a Skrill account?" by adding the Email address linked to Skrill after the box "Yes, the email address used is"

    Finally, click on "Modify".



    I have opened a Skrill account and have given my credit card number. Now Skrill is also asking me my bank account number. Is this normal?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.

    Skrill will need additional information if your credit card isn't verified. However, Skrill will never ask to give information by mail or your password. All information must be entered on the Skrill website after logging on to Skrill.



    My account is blocked. Skrill is asking me a copy of my ID. Is this normal?

    General message

    elcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.

    Skrill is regulated by the financial services of the UK (Financial Services Authority of the United Kingdom, FSA*). To respect the rules of the FSA*, Skrill is obligated to request official documents to its customers. Skrill is also holder of a "TRUSTe Privacy Program*" licence: when making a payment with Skrill, the receiver will obtain no financial data about your credit card or account number, which enables you to pay in a secured environment.

    *FSA : The issue of electronic money is a 'regulated activity' under the Financial Services and Markets Act 2000 and the EU directive on electronic money. Skrill Ltd. is authorised by the FSA to issue electronic money as a specialised electronic money issuer subject to regulatory requirements and supervision.

    FSA Systems & Controls: Skrill has to protect its businesses from technological risks such as unauthorised creation, transfer or redemption of e-money. Care must be taken to implement systems and policies to ensure compliance with the FSA's codes of practice. As a regulated company, any e-money issuer must comply with the FSA's principles for business which include observing proper standards of market conduct, arranging adequate customer complaint procedures and having in place adequate risk management systems.

    *TRUSTe Privacy Program: Skrill Ltd. has a "TRUSTe Privacy Program" licence. TRUSTe is an indepentant organisation without pecuniary reward that tries to improve the level of confidence amongst internet users and promotes loyal behaviour. Skrill has submitted its practices for approval to TRUSTe as a sign of respecting towards privacy.



    Skrill. What's the difference with Delcampe and what's the Skrill e-wallet?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.

    We will illustrate how Delcampe and Skrill work together by giving you an example.

    Delcampe is a market place;
    Each seller has a store;
    And each buyer is a visitor.

    It can be considered a bank that both buyer and seller have in common. Both have an account to add or retrieve funds. This enables buyers to instantly transfer money into the seller's account.

    We call it the "e-wallet". This is the system created by Delcampe so buyers and sellers could use Skrill like they use a bank card without having to withdraw money at the 'bank's" counter.





    I have paid an item with Skrill. I haven't received the item. Can I recover my money?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.

    Internet users who buy goods online are responsible for their purchases. Please check the seller's profile before making an offer and make sure you follow the instructions provided by Skrill:
    • Make sure that the seller offers a refund if you're not satisfied with the item.
    • Check the seller's profile to see his past experiences with other website members.
    • For your online purchases, Skrill recommends using the Skrill Escrow Service, which is a neutral mediator between buyer and seller.
    The moneybookers Escrow Service: the seller doesn't receive his money until the buyer hasn't received the item or the verification period didn't end, which prevents sellers from not sending the item after receiving the payment.


    What's the difference between a private and a professional account?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.



    According to Skrill' Terms and Conditions, there is no difference between a private and a professional account. However, funds can't be placed on a private Skrill account using a professional bank account. This is considered depositing money, which is strictly prohibited by Skrill.




    Skrill account blocked. How long does it take before my data is verified?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.

    The time needed to check all personal data can change from one member to another, and it is difficult to make an estimation about the time needed. If you want more information about your Skrill account, you can contact the Skrill customer support at
    delcampe@moneybookers.com

    Keep in mind that Skrill applies a « Know Your Customer Policy », which means that additional information will be retrieved for clients who have received or sent a certain amount when using the e-wallet. Skrill is obligated to conduct this procedure to prevent the e-wallet from being used for money-laundering. The account will STAY ACTIVE for 28 days after you have been warned about the procedure. After this period has ended, you won't be able to retrieve money from your account, but you will still be able to receive money for your sales.


    Does Skrill offer an escrow service?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.



    Yes
    , Skrill recommends using the Skrill Escrow Service*, which is a neutral mediator between buyer and seller.


    *The moneybookers Escrow Service: the seller doesn't receive his money until the buyer has received the item or the verification period has ended. This prevents sellers from not sending the item after they have received the payment.



    Delcampe considers my seller to be a fraud. I have already paid my items with Skrill but I haven't received them. Can I obtain a refund?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.

    Skrill works closely with Delcampe International. Skrill temporarily closes his account as soon as Delcampe spots a suspicious seller. If the suspicions turn out to be justified, Skrill will transfer the amount paid from the seller's account into your account.


    I have become a victim of fraud. What can I do?

    General message:

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.


    If you suspect that you have become the victim of fraud, you can contact Skrill as soon as possible at

    delcampe@moneybookers.com






    The Skrill e-wallet. Can I use the e-wallet in different countries?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.

    The Skrill e-wallet. Can it be used in different countries?

    Yes, Skrill can be accessed in any country, apart from some exceptions.

    Note that Skrill proposes specific solutions to add or retrieve funds for a list of over 30 countries.

    More details are available on the Skrill website.



    I have contacted Skrill. How soon can I expect an answer?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.


    Skrill usually provides an answer within 48 hours. However, if you don't receive an answer within 48 hours, you can send a second message to
    delcampe@moneybookers.com


    I think that I have become a victim of Phishing. How can I find out?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.


    1. Skrill never asks information like user name, password, birth date or credit card number by mail.
    2. Skrill will always address its users by their name: "Dear Mr. Dean Johnson", but NEVER by "Dear client" or "Dear user".
    3. No email from Skrill contains a link which leads to their website.
    4. After you have logged on, the URL address of the page will start by "httpS://".

    5 words of advice to avoid phishing attacks:
    1. Having an adequate antivirus program and a firewall are indispensable to protect yourself from viruses.
    2. Never activate a commercial link that you have received by mail because frauds can send emails that are very similar to those you receive from your bank. Frauds use this method to obtain your user name and banking data.
    3. Close all running applications before logging on and complete a transaction online by filling in all information manually without following a link.
    4. Make sure that your password is not too easy. You should for example avoid family names or birthdates because they can be found easily. A highly secure password must contain at least 6 numbers or 6 letters chosen at random and has to be changed regularly.
    5. Never give your user name, transaction number or password.



    The Skrill e-wallet. Can the e-wallet be used with different currencies?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.



    Yes, off course.

    You can open a Skrill account with 40 different currencies: Thai baht, Czech koruna, Danish krone, Norwegian Krone, Swedish krone, Australian Dollar, Canadian Dollar, Hong Kong Dollar, New Zealand Dollar, Singapore Dollar, Hungarian Forint, Swiss Franc, Latvian Lat, Bulgarian Lev, Lithuanian Litas, New Taiwanese Dollar, Turkish Lira, South African Rand, Malaysian Ringgit, Isrealian Shekel, South Korean Won, Japanese Yen and Polish Zloty. A complete list of currencies is available on the Skrill inscription page (https://www.moneybookers.com/onboard/en/register.pl?cid=18910).



    Account blocked. Why does Skrill ask all information about the reactivation of my account when I have already provided all information?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.

    Normally, information only has to be sent once. However, it is possible that the information is incomplete or incorrect. If you don't receive an answer from Skrill within 5 working days, you can contact them at:
    delcampe@moneybookers.com



    My account is blocked. What can I do?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.

    If your account is blocked, you should receive a message from Skrill including the necessary steps. If you haven't received a message, you can contact Skrill' customer support at:
    delcampe@moneybookers.com



    My Skrill data. Does Delcampe have access?

    General message:

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.

    No. We don't have access to the data of your Skrill account.
    However, the history of your purchases and sold items is available in "My Delcampe".



    My Skrill data. Does the seller have acces?

    General message:

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.


    No. This measure of security is one of the e-wallet's significant advantages.


    The Skrill customer support. How to contact them?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.

    If you have any questions are if you are in need of help, please use this address, which can only be used by Delcampe e-wallet users. you can also contact Skrill by phone or fax.

    - Email : delcampe@moneybookers.com
    - International : 0044 870 383 0232
    - FAX International : +1 509 271 5556 or 44 870 922 3274


    The limits. What are the limits to make a transaction with Skrill?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.

    According to your status, Skrill can determine a limit to your moneybookers account. You can check your current limit at all times by logging on to your Skrill account.

    Skrill will have to verify your bank account, credit card and address if you want to increase your limit. Official documents are required to make check this data.


    The Skrill password. What happens if I forget my password?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.

    Please take into account that the characters have to be written correctly (mind capitals) and that is is very important that you make sure that your password is inserted correctly. For example: if your password is 'Chris369' and you type 'chris369', you won't be able to access your Skrill account.

    In case you have forgotton your password, please visit the page "Lost password" (https://www.moneybookers.com/app/lostpasswd.pl).

    In case you experience any other problems, please contact the Skrill customer support at delcampe@moneybookers.com. Note that your account will be blocked if you enter an incorrect password or email address more than 2 times. to avoid this, select: "Lost password".








    The security on Delcampe - Security, Moderators, Terms and Conditions,... :
    Helping the moderators (%mod) - Reporting an item, the moderators and the guides

    Report an item. How can I use this function?

    You can report an item to the seller or directly to Delcampe by selecting "Report this item" on the sales page.

    A new window will open in which you can select the person you want to report it to and communicate why you report the item.

    If the seller has made an error, we advise you to contact the seller first and to contact Delcampe if the seller doesn't respond to the report or if a sale is suspicious.



    The moderators. How can I become a moderator?

    If you want to become a moderator, please send an application letter to the following address: info@delcampe.com, explain your motivation and state which categories you want to administrate.

    Each application is taken into account and we award the function according to motivation and skills.



    The moderators. What can I do if I don't accept their intervention?

    Nobody likes to be restricted or likes when other people change his/her sales..
    Our moderators intervene in the interest of the community you belong to. Therefore, we are counting on all of our members to acknowledge the decisions made by the moderators.

    In case you don't agree, you can contact the moderator who modified your sale and ask for an explanation.

    Note that you have the possibility to indicate that you don't want to receive a message when a moderator has moved one of your sales.

    To indicate that you don't want to receive a message when a moderator has moved one of your sales, you can go to "My Delcampe" > "Messages" > "My e-mail parameters " and indicate "No" for "Items moved by moderators..."



    The moderators. How can I contact the moderators?

    You can contact a moderator by visiting his member page.
    Here, you can select "Contact".

    A message will be sent to his/her personal inbox and a copy will be sent to "My Delcampe" >"Messages: Received messages"



    The moderators. Why are they anonymous?

    Moderators remain anonymous to protect themselves, the website and its community.

    It is indeed essential they remain anonymous:

    • To prevent reprisal on their Delcampe account;
    • To prevent other persons from suspecting favoritism;
    • To prevent them from advertising their own store;
    • ...

    and for many more reasons which you can understand.



    The guides. Where can I consult the guides?

    You can check out the guides by visiting "Help & contact" > "Guides & manuals".



    The security on Delcampe - Security, Moderators, Terms and Conditions,... :
    Guarantee security - The Delcampe toolbar and your password

    The address verification. What's the address verification?

    This service is used to check the postal data provided by a member when opening an account. When opening an account on Delcampe, a member has to fill out the registration form. When buying or selling for the first time, your data isn't checked because we trust our members. That's why members who want to emphasize that they can be trusted can purchase the address verification. Afterwards, a mail that contains their activation code will be sent. After receiving this mail, the activation code has to be entered on the website. After the code is registered, a small logo will be placed next to the member's nickname to inform everyone that the provided address is correct.

    You can purchase the address verification by clicking here.



    The password. What use does the password have?

    Your password is the key to your Delcampe account.

    This password has to remain confidential so nobody can log on to Delcampe with your nickname.

    First of all, Delcampe will select the password and send it by mail once you have registered.

    You can change your password by going to "My Delcampe" > "Account: Contact details". We advise you to create a password that contains both numbers and letters.

    It is also recommended to use another password for each internet website you use.



    Why choose Delcampe?

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    The security on Delcampe - Security, Moderators, Terms and Conditions,... :
    Respect Terms and conditions and privacy - The Terms and Conditions and the data on Delcampe

    The website Terms and conditions. Where can I access them?

    You can consult our "Terms and conditions" by selecting: "Terms and conditions" at the bottom of the page


    The forum terms and conditions. Where can I access them?

    You can access the "Forum terms and conditions" by selecting "Community" > "Forum" > "Read the forum Chart"


    The security on Delcampe - Security, Moderators, Terms and Conditions,... :
    The postal verification - Purpose, procedure, advantages,...

    The address verification. What's the address verification?

    This service is used to check the postal data provided by a member when opening an account. When opening an account on Delcampe, a member has to fill out the registration form. When buying or selling for the first time, your data isn't checked because we trust our members. That's why members who want to emphasize that they can be trusted can purchase the address verification. Afterwards, a mail that contains their activation code will be sent. After receiving this mail, the activation code has to be entered on the website. After the code is registered, a small logo will be placed next to the member's nickname to inform everyone that the provided address is correct.

    You can purchase the address verification by clicking here.



    The address verification. Where can I have my address verified?

    To have your address verified, you can go to "My Delcampe" > "Account"> "My Club+ and my postal verification: Postal verification".
    After you have made sure your address is correct, you can validate your request by selecting "I confirm my request to receive the activation code".
    Consequently, a letter which contains your activation code will be sent to your home address.

    Note: if you're a new member and if you don't have many feedbacks, you will be asked to Credit your Delcampe account to carry out this operation.



    The address verification. What are the advantages?

    The address verification is meant for improving the security on the website by impeding the persons who are a threat to our security as much as possible.

    Thanks to this logo:

    • You will know that the address of a member is checked by Delcampe.
    • You will find it easier to trust someone while completing a transaction.
    • In the long run, we will be able to eliminate abusive reinscriptions.

    You can purchase the address verification by clicking here.



    The address verification. For who is it meant?

    The address verification is available for all members, both buyers and sellers, with or without feedback that aren't member of the Club+.
    All members of the Club+ have received an activation code they can use to have their address checked. Therefore, the address verification is meant for members who don't want to benefit from the services of the club+, but who want to prove they can be trusted.

    You can become a verified member by clicking here.



    The address verification. How much does the address verification cost?

    The cost is exactly 5.00 EUR / 7.50 USD / 4.00 GBP / 8.00 CHF / 8.00 CAD / 6.00 AUD for each nickname. This represents the cost: nothing more, nothing less. Our goal is clearly to increase the security and quality of the transactions. The cost includes printing costs, the envelope, the stamp, the manual labour, the payment costs, VAT,...

    You can purchase the address verification by clicking here.



    The address verification. Is it obligated?

    Not at all. You can continue to buy or sell as before. The address verification is an additional security procedure to improve your transactions. We advise our members to have their address checked but this isn't obligatory.

    You can have your address checked by clicking here.



    The address verification. What's the principle?

    1. You can purchase the address verification by (clicking here).
    2. Afterwards, we will immediately send a code to your address by mail.
    3. After you have received the code, you can enter the code on Delcampe and register.
    4. A small logo will be added next to your nickname to inform everyone that the address you have provided is correct.
    5. Consequently, all members will know that your address is checked.



    The address verification. Why was this created?

    In our ongoing quest to ensure that transactions are completed in a successful manner amongst passionate collectors, we want to give our members every possible chance. The fact that your address isn't "checked" doesn't mean that we are doubting your intentions. The address verification is simply a procedure to improve the security of the transactions on the website by checking that all members can be traced in case of significant difficulties.

    You can purchase the address verification by clicking here.



    The address verification. Will everyone be able to see my address?

    No, not at all. The address you have provided is only used to send your activation code to. All data will stay confidential and won't be given to a third party (no other members, buyers or sellers). The data will only have to be used in case of difficulties.

    You can have your address checked by clicking here.



    The address verification. When can I have my address verified and how long does it take before my address is verified?

    Your address can be checked at any given time. It doesn't matter if you have little or much feedback. Consequently it's never too late.
    Your activation code will generally be sent the working day that follows your order. Consequently, it may take 1 to 2 weeks before you receive our letter. Once you have entered the code on the website, a small logo will be placed next to your nickname.

    You can purchase the address verification by clicking here.



    The address verification. How can I cancel a demand made by mistake?

    Because of the low cost and the fact that we can print the demands out immediately, it is not possible to cancel this service. Therefore, it's very important to carefully read all information before confirming your demand.



    The address verification. Is it 100% reliable?

    Unfortunately, no system is. Otherwise, we would have integrated it on Delcampe. However, if it can avoid 90% of the fraud attempts, the prodecure will turn out be a success for our community.

    You can purchase the address verification by clicking here.






    Solving difficulties - Mediation, technical difficulties, the e-wallet, suspended or closed accounts,... :
    Disputes resolution (I'm a seller) - Difficulties during a transaction, a claim about the website,...

    Difficulty during a transaction. What can I do?

    Delcampe advises its members to visit the "Disputes resolution" in "My Delcampe" if the sale has ended less than 90 days ago.

    This function allows buyers and sellers to communicate and establish contact to eventually solve the dispute.
    Consult the following link: Disputes resolution

    Here you can explain your point of view and the other member can do the same. If no solution is found after a certain period, you can ask for a Delcampe mediator.

    A member who doesn't answer in the dispute resolution can receive a warning, as mentionned in the Terms and conditions.


    About the guides

    We offer you the guides to help you complete transactions.

    You can download the guides in PDF: Guides and manuals


    I'm a seller. I received negative feedback which I find unjustified. What can I do?

    Only illegitimate negative feedback (0% or 25%) can be removed.
    Positive or neutral feedback can't be removed.

    If you think that the negative feedback which you have received is illegitimate, you can ask for feedback removal by visiting Mediation resolution within 90 days after the sale has ended.

    Feedback can only be removed in the following cases:
    • The buyer doesn't speak a language spoken by the seller (the buyer has to make sure he can speak a language spoken by the seller. In case both members don't understand each other, the buyer is responsable).
    • Sales conditions not respected
    • Aggressive behaviour (insults,...)
    • Payment not received


    I'm a seller. I haven't received the payment from my buyer. What can I do?

    The seller has to contact the buyer within 7 days following the end of the sale. Note that not all members consult their messages every day and that you will need to show some goodwill. However, if you don't receive an answer within 7 days, you can contact a member by visiting the Mediation resolution. Don't forget to check if a member isn't absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page). If you still haven't received an answer in the Mediation resolution after 7 days, you can give neutral or negative feedback and enter a declaration of an unpaid item.


    I'm a seller and I haven't received news from my buyer. What can I do?

    The seller has to contact the buyer within 7 days following the end of the sale. Note that not all members consult their messages every day and only complete transactions during the weekend because of a various number of reasons. Therefore, your will need to show some goodwill. However, if you don't receive an answer within 7 days, you can contact a member by visiting the Mediation resolution. Don't forget to check if a member isn't absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page). If you still haven't received an answer in the Mediation resolution after 7 days, you can give neutral or negative feedback and enter a declaration of an unpaid item.


    I'm a seller and my buyer tells me the item doesn't correspond to its description. What can I do?

    When you put an item up for sale, the title, description and images have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. Damage or specific characteristics have to be mentioned in the description.
    • If all conditions are fulfilled and the buyer doesn't agree with the sale, you can use the Mediation resolution.
    • If you haven't fulfilled all conditions, you will be obliged to refund (price and shipping fee) before the item is sent back. Delcampe strongly advises you to use the Mediation resolution for all contact with your buyer so that Delcampe can take action in case difficulties happen.
    • If you are a professional seller [PRO], the buyer legally has 14 days to send the item back after receiving the item and ask for a refund, without having to justify his decision.

    Be careful: if you are a Club+ Premium seller, the point hereunder is valid whether the item was sold on "Delcampe Marketplace" or "Delcampe Premium".
    If the buyer is not satisfied with the item received, you are obligated to fully refund the buyer. The buyer must notify his/ her dissatisfaction within 14 days from the date of reception and send back the purchase within 14 days. You are also obligated to refund the buyer within 14 days upon reception of the item of the amount paid for the item plus shipping costs (return cost not-included).


    I'm a seller. My buyer tells me that he hasn't received his item while I've sent it. What can I do?

    • If your buyer paid for a regular shipment, than you are expected to send the item by regular shipment. Consequently, you are not responsible in case of a problem with the postal services.
    • If your buyer paid for a registered shipment (like registered mail for example), you are expected to present the number of the shipment as well as a scan of the receipt. If the buyer hasn't received the item, the seller has to file a complaint at his postal office, inform the buyer and provide a copy of the complaint. If the postal services declare that the item is lost, compensation will be given. This compensation doesn't necessarily correspond to the amount paid for the item. The seller has to give the buyer the entire sum of the fee given.
    Delcampe advises its sellers to propose traceable shipments to avoid shipments getting lost.

    Warning: If you are a Club+ Premium seller, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium".
    If the buyer indicates that he has not received the item, you assume full refund to the buyer (in case of failure of the carrier). The necessary procedure to obtain compensation from the carrier remains at your responsibility. You also agree to reimburse the buyer the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.


    I'm a seller. The buyer tells me the item he received is damaged. What can I do?

    When a sale is created, the title, description and images of the item have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. Damage or specific characteristics have to be mentioned in the description.

    • If all conditions are indicated and your buyer starts a dispute, than you can visit Mediation resolution.
    • If you haven't noted all sales conditions, you will be obligated to refund (price and shipping fee) before the item is sent back. Delcampe strongly advises you to use the Mediation resolution for all contact with the buyer so Delcampe can take action in case difficulties happen.
    • If you're a professional seller [PRO], the buyer legally has 14 days to send the item back after receiving the item and ask for a refund, without having to justify his decision.
    • If the item is damaged upon arrival and the buyer refused protected shipment (cardboard, plastic, bubble wrap,...), than you aren't responsible for the damage. Consequently, Delcampe always advises proposing protected shipment.
    • If the item is damaged upon arrival and the buyer paid for protected shipment and you have respected this, than you will have to file a complaint at your post office, which can give a compensation fee. This compensation fee has to be transfered to the buyer.
    Warning: If you are a Club+ Premium seller, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    • In case of failure of the carrier, you are bound to fully refund the buyer. The necessary procedure to obtain compensation from the carrier remains at your responsibility. You also agree to reimburse the buyer the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.
    • If the buyer is not satisfied with the item received, you are bound to fully refund the buyer. The buyer must notify his non-satisfaction within 14 days from the date of receipt and return the purchase within 14 days. You also agree to reimburse the buyer the amount of the purchase plus any shipping costs (not including return) within 14 days from the receipt of the item.


    I'm a seller and I'm having difficulties with several fees (shipping fees, handling fees,...). What can I do?

    If you have mentioned the shipping and handling fees, payment method,... on your sales, the buyer is obligated to respect the sales conditions.

    If the buyer refuses to complete the transaction, you can visit Mediation resolution.
    Why? so Delcampe can intervene in case of a problem.


    Solving difficulties - Mediation, technical difficulties, the e-wallet, suspended or closed accounts,... :
    Technical difficulties - A difficulty while conducting an operation on Delcampe,...

    Difficulties when opening a session (Cookies, Javascript, ...). What can I do?

    There are two possible reasons:

    1. Your navigator doesn't accept Javascript:

    When using Internet Explorer, you can go to the menu "Tools" --> "Internet Options" --> tab "Security" --> Security Level for this Zone.
    In the opened window, select enable under "Active Scripting".

    2. Your navigator doesn't accept cookies:

    When using Internet Explorer, you can go to the menu "Tools" --> " and select the " --> tab "Confidentiality" and place the level on "Medium".

    If the problem continues, we advise you to try another Internet navigator.
    You can download and install:
    Firefox



    I have taken an option which isn't active yet. Is this normal?

    When a sales option is bought, it is activated immediately.

    However, you will have to wait until the server has updated the lists (maximum 24 hrs.) before the options are activated.

    This is the case for options like "Your item on the homepage", "Your item on top of lists of categories" or "Your item on top of a list of items".

    You can find out if an item is present in the paying selection on the Delcampe main page by visiting "Paying selection".


    My Premium store is not visible. How come?

    In order for your "Premium" store to be visible, you must:
    • Offer at least Skrill or PayPal in your payment methods
    • Be in order with your professional [PRO] status on the website
    • Have joined the Club+ Premium
    • Have a sufficient percentage of feedbacks (min 98%) on the transactions over the last 90 days
    • Have less than 10% of disputes on the transactions over the last 90 days
    • Have a minimum of 10 items at a fixed price of minimum 25.00 EUR (30 USD / 20 GBP / 30 CHF / 30 CAD / 30 AUD) in your store
    • Have a positive balance on your account
    Once these conditions are met, your Premium store will be visible.


    I can't select a box with regards to the sale's progress. What can I do?

    Your browser may not accept Javascript:

    In order to fix this, if you use Internet Explorer, you have to go into the menu "Tools" --> "Internet Options" --> "Security" tab --> Customize.
    In the following list, you have to check if the parameter "Active Scripting" is activated.

    If this doesn't solve your difficulty, we advise you to test another Internet browser.
    You can download and install it for free by selecting the following link: Mozilla Firefox



    My password. What can I do if I haven't received my password?

    You will have to make sure that a spam filter isn't blocking our messages, which would explain why you haven't received our mail with your password.
    If this is the case, you can find the mail in your "spam".

    You can ask for your password again by visiting:
    Lost password and enter your nickname or email address.
    A message that contains your password will be sent to you immediately.

    If this doesn't work, you could try creating another email address like Yahoo, Hotmail or another email address of your choice. Afterwards, you can contact us so we will update your data so you can receive your password.

    It's possible that the email address you have given isn't correct. If this is the case, please don't hesitate to contact the support service who will correct your email address so you can receive your password.



    I can't save an image on the website. What can I do?

    There isn't a maximum size for an image. However, we advise an image with size 200 ko.

    Only formats ".jpg / .gif / .png / .bmp / .tif" are accepted.

    After you have checked this, you can try again. If this doesn't work, you can use another navigator like "Mozilla Firefox".



    I cannot credit my Delcampe account. How come?

    For your safety, you can credit your Delcampe account only once per day maximum.

    This limit only applies if you are a new member.


    A buyer informs me that he or she cannot bid on my sales. Why?

    It is possible that you have limited your sales conditions to certain destinations (countries) and that the one of this buyer is not included in them. In this case, the system prevents the buyer to place a bid on your sales.

    In order for this buyer to be able to place bids on your sales, go to "My Delcampe" > "Sell" > "My store: Sales conditions". From there, select the destination (country) corresponding to your buyer. Then click on "Send" at the bottom of the page.


    I cannot bid on the sales of a seller. Why?

    It is possible that the seller has delimited certain destinations (countries) in his/ her sales conditions and that yours is not included in them. In this case, the system prevents you from placing a bid on his/ her sales.

    In order for you to be able to bid on his/ her sales, the seller has to go to "My Delcampe" > "Sell" > "My store: Sales conditions" and select your destination. Then, he/ she has to click on "Send" at the bottom of the page.


    The time indication on the websites appears to be incorrect. What can I do?

    This means that your time zone parameter is incorrect.
    You can change it by going to "My Delcampe", "Account: Parameters" and choose your time zone. (For example, the time zone for Brussels and the website is GMT+1).



    I cannot credit my Delcampe account beyond 100.00 EUR | 100.00 USD | 100.00 GBP | 100.00 CHF | 100.00 CAD | 100.00 AUD. How come?

    For your safety, you can only credit your Delcampe account of a maximum amount of 100.00 EUR | 100.00 USD | 100.00 GBP | 100.00 CHF | 100.00 CAD | 100.00 AUD.

    This limit only apllies if you are a new member.


    I cannot ask for refund of my Delcampe account balance. How come?

    For your safety, you can claim refund of your Delcampe account only once per period of 30 days.

    This limit only applies if you are a new member.


    I do not see the items of a seller in my email alerts. How come?

    It is possible that you have placed this member in your sellers' blacklist. Therefore, his/ her items no longer appear in your emails alerts.

    To remove a member from your blacklist, go to "My Delcampe" > "Account" > "My blacklists: List of sellers". Then simply click on the link "Withdraw" in front of the nickname placed in blacklist.


    How to save Lister data?

    In case you format your computer, transfer your data to another computer or make a backup:

    For a traditional backup:

    In your Lister, simply click the "Save" located in the top banner. A window "Save" then opens. You must choose a backup folder, click "Choose" to browse to the folder where you want to make your backup. Confirm by clicking "OK".

    A backup progress bar will appear. Once the items exported and saved, a window "Information" will appear to confirm that the procedure has been successful.

    If you encounter any difficulties in the process of traditional backup:

    For a manual backup:

    You must first copy the files "data" and "pictures". These files are located in c:/documents and settings/user/delcampelister..../local store. Beware, the path may be different depending on your operating system.

    Copy the folders "data" and "pictures" found in "resources" and paste them in the backup folder. It is to be recorded on an external hard drive or partition that is not under Windows so as to avoid suppression during formatting. Repeat the copy/ paste operation until the restoration is possible in the Lister.

    Then reinstall the Lister. Copy and paste the files "data" and "pictures" in c:/documents and settings/user/delcampelister..../local store. They will replace those created when reinstalling.


    I cannot pay my seller. What to do?

    If your seller has defined in his/ her parameters that he/ she does not allow the buyer to pay without awaiting the invoice, the invoice will be by default in “My Delcampe” > “Buy: Purchases” > “Awaiting invoice”.
     
    You cannot make the payment but you have the possibility to ask the invoice to your seller by clicking on “Request invoice”. Once the seller has sent you the invoice, you will be allowed to make the payment.


    Follow-up icons are not checked automatically. Why?

    Some icons may be checked automatically. But according to the operations made, the icons may/ must be checked manually.
     
    Here are the different follow-up icons and their possibility(ies):
    • Payment requested: it can only be automatically checked after the seller has sent the invoice to the buyer
    • Payment sent: it is automatically checked only in case of Skrill or PayPal payment made from the Delcampe website. It can also be automatically checked after clicking on “Pay this invoice” from the tab “Awaiting payment”. There, you simply have to follow the different steps and click on the button “Close and mark all these items as paid”. This icon cannot be manually checked.
    • Payment received: it is automatically checked only in case of Skrill or PayPal payment made from the Delcampe website. For any other payment method, it can be manually checked by the seller.
    • Item sent: it is manually checked by the seller
    Item received: it is manually checked by the buyer


    Solving difficulties - Mediation, technical difficulties, the e-wallet, suspended or closed accounts,... :
    The e-wallet - Technical problems while using the e-wallet

    My Skrill account has been blocked. What information do I have to give to Skrill?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about moneybookers' services by clicking here.


    The information to be provided depends on each case (the account type, the number of transfers, ...). The message sent when an account is blocked contains all instructions necessary and should help you. Please contact Skrill for more information at

    delcampe@moneybookers.com




    Skrill account blocked. Why has my Skrill account been blocked?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.


    There are several reasons possible.

    It is likely that the account isn't verified by Skrill, that the professional activity doesn't meet their criteria or that several consecutive mistakes were made regarding your password. If an account isn't verified, it means that official documents are lacking or the documents given don't allow Skrill to verify the user's identity.


    Solving difficulties - Mediation, technical difficulties, the e-wallet, suspended or closed accounts,... :
    Suspended or closed accounts - The reasons for suspending or closing an account and what to do

    The account of my buyer is suspended or closed. What can I do?

    Various explanations are possible but confidential. Consequently, it has no use to contact our support service about this.

    We advise you not to complete a transaction if the seller's account is suspended.

    You can contact the seller by using the website's messaging system (by selecting the nickname and choose "contact").

    If you have sold an item to this member...
    - If you haven't received the payment, don't send the item as long as his account isn't active.
    - If you have received the payment, you are obligated to send the item, even if the account isn't active.



    The acccount of my seller is suspended or closed. What can I do?

    Various explanations are possible but confidential. consequently, it has no use contacting our support service about this topic.

    We advise you not to complete a transaction if the member's account is suspended.

    You can contact a member by using the website's messaging system (by selecting the nickname and choose "Contact").

    If you have bought an item from this member...
    - If the payment isn't sent, don't send the payment until the account is activated.
    - If you have sent your payment, the member will have to send the item.

    If, after a reasonable interval, you haven't received an item and the payment is made, you can contact the Delcampe support service for assistance.



    Solving difficulties - Mediation, technical difficulties, the e-wallet, suspended or closed accounts,... :
    Disputes resolution (I'm a buyer) - Difficulties during a transaction, a claim about the website,...

    Difficulty during a transaction. What can I do?

    Delcampe advises its members to visit the "Disputes resolution" in "My Delcampe" if the sale has ended less than 90 days ago.

    This function allows buyers and sellers to communicate and establish contact to eventually solve the dispute.
    Consult the following link: Disputes resolution

    Here you can explain your point of view and the other member can do the same. If no solution is found after a certain period, you can ask for a Delcampe mediator.

    A member who doesn't answer in the dispute resolution can receive a warning, as mentionned in the Terms and conditions.


    About the guides

    We offer you the guides to help you complete transactions.

    You can download the guides in PDF: Guides and manuals


    The mediation resolution. What's the mediation resolution and how can I use it?

    The vast majority of all transactions on Delcampe are completed without problems. However, difficulties between members may occur. Because we hope that you have positive experiences with Delcampe, we have created the Mediation resolution.

    A dispute has to be started within 90 days after the sale has ended. After this date, it will no longer be possible to use the mediation resolution.

    It is very important to use the mediation resolution in a correct manner so Delcampe could intervene to look at the situation.

    Here are the different steps that have to be taken to enter a dispute in the correct manner:
    • Select your transaction status (buyer or seller);
    • Select the dispute motive from the list provided;
    • Enter the item number;
    • Select "Start dispute resolution process";
    • Explain the situation clearly so the other party will be aware of the difficulty (if no explanation is given, the mediation demand won't be answered);
    • An automatic message is sent to the other party to warn that an answer is needed;
    • If the other party answer, an automatic message will be sent to you in which you will be asked to continue the discussion in the mediation resolution.
    • If the other party doesn't answer within 7 days, you can leave a comment or a negative feedback
    • If the dispute is about an item which you have paid but not received or an item that doesn't correspond to the description and you haven't received an answer in the mediation resolution after 7 days, you can contact Delcampe's customer support;
    • If, despite this attempt to communicate, the situation does not evolve and does not come to a solution you have the possibility to directly ask a mediator from the Delcampe team to intervene upon 2 weeks after the dispute was opened;
    • However, if a solution is found, one of both parties can close the dispute.


    I'm a buyer. I have paid for an item but haven't received it. What can I do?

    Don't forget to check whether the seller is absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page).
    • If you haven't received your item 7 days after you have made the payment, you can enter Mediation resolution. If you don't receive an answer from the seller after 7 days, you can contact Delcampe's customer support by filling out the contact form.
    • If the seller confirms that he has sent the item but you haven't received it, it could be a postal problem.
    • If you have chosen a registered shipment and the item hasn't arrived, the seller will have to provide the tracking number as well as a scan of the postal receipt. The seller also has to file a complaint at his postal office, inform the buyer and provide a copy of the complaint. However, the seller isn't obligated to refund your payment. If the postal services declare that the item is lost, a compensation will be given. This compensation doesn't necessarrily correspond to the amount paid for the item. The seller has to give the buyer the entire compensation fee.
    Warning: If the seller is a Club+ Premium, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    If you have not received the item while you have nevertheless paid for it, the seller assumes the full refund (in case of failure of the carrier). The necessary procedure to obtain compensation from the carrier remains at the seller's responsibility. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.


    I'm a buyer. I received negative feedback which I find unjustified. What can I do?

    Only illegitimate negative feedback (0% or 25%) can possibly be removed.
    Positive or neutral feedback can't be removed.

    If you think that the negative feedback which you have received is illegitimate, you can ask for feedback removal by visiting Mediation resolution within 90 days after the sale has ended.

    Feedback can only be removed in the following cases:
    • Incorrect or unclear sales conditions
    • Payment made, item not received
    • Aggressive behaviour (insults,...)


    I'm a buyer and I haven't received news from my seller. What can I do?

    Note that not all sellers consult their messages every day and only complete their sales during the weekend because of a various number of reasons. Consequently, Delcampe advises you to wait at least 7 days before you enter the Mediation resolution. Don't forget to check if your seller isn't absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page).


    I'm a buyer. I have received an item that doesn't correspond to the description. What can I do?

    When a sale is created, the title, description and images of the item have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. All damage or specific characteristics have to be mentioned in the description.
    • If no information is mentioned in the title and description, we strongly advise to ask questions before making a bid.
    • If all conditions are indicated, but the item still doesn't correspond to the description, the seller is obliged to refund the item, as well as the shipping fees before you send the item back. We strongly advise you to contact the seller by entering the Mediation resolution so Delcampe could intervene in case of a problem.
    • If all information is clearly mentioned on the sales page but you have made a bid without paying attention, you are obliged to complete the transaction. However, you will always be able to enter Mediation resolution to work out a solution with your seller.
    Warning: If the seller is a Club+ Premium, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    If you are not satisfied with the item received, the seller is bound to fully refund you. You must notify your non-satisfaction to the seller within 14 days from the date of receipt and return the purchase within 14 days. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the receipt of the item.


    I'm a buyer and the item I received is damaged. What can I do?

    When a sale is created, the title, description and images of the item have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. Damage or specific characteristics have to be mentioned in the description.

    • If no information is mentioned in the title and description of the item, we strongly advise to ask questions before making a bid.
    • If all conditions are indicated, but the item still doesn't correspond to the description, the seller is obligated to refund the item, as well as the shipping fees before you send the item back. We strongly advise you to contact the seller by entering the Mediation resolution so Delcampe could intervene in case of a problem.
    • If the item has arrived in a deteriorated state and you haven't asked for a protected shipment (cardboard, bubble wrap, plastic,...), the seller isn't responsible for the damage. Consequently, we strongly advise to ask the seller for protected shipment (additional fees can be charged).
    • If your seller refuses to send the item with protected shipment cardboard, bubble wrap, plastic,...), you can enter the Mediation resolution.
    • If you have asked for a protected shipment, and your seller has respeccted these conditions, but the item is damaged, the seller has to file a complaint at the post office who can give a compensation fee that the seller will have to give to the buyer.
    Warning: If the seller is a Club+ Premium, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    • In case of failure of the carrier, the seller assumes the full refund to the buyer. The necessary procedure to obtain compensation from the carrier remains at the seller's responsibility. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.
    • If you are not satisfied with the item received, the seller is bound to fully refund you. You must notify your non-satisfaction to the seller within 14 days from the date of receipt and return the purchase within 14 days. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the receipt of the item.


    I'm a buyer and the seller states that the item isn't for sale anymore. What can I do?

    Placing an item on the website means that the seller has to sell the item to the buyer.

    Negative feedback can be given if you feel that the explenation given by the seller isn't acceptable. Making an analysis of the seller's feedback can help you.



    Using the feedback - Using feedback, modifications, mediation,... :
    Discover the feedback - The feedback system and understanding feedback

    My seller/buyer refuses to give me feedback. What can I do?

    Giving feedback isn't obligatory but we strongly recommend to give feedback because it's a sign of respect between members.
    The best thing is to contact the member and to ask again.
    You can preferably send a message by using the website's message system so the member can receive the message even if he has problems with his personal email address because a copy can be read in "My messages".



    Feedback. Who has to give feedback first? The seller or the buyer?

    There is no exact rule about this topic. However, we advise our members to wait with giving feedback until the payment is made and the item is received so the buyer and seller can give feedback according to the way the whole transaction was completed.


    Using the feedback - Using feedback, modifications, mediation,... :
    Give or modify feedback - Feedback (single or multiple), changing feedback,...

    My seller/buyer refuses to give me feedback. What can I do?

    Giving feedback isn't obligatory but we strongly recommend to give feedback because it's a sign of respect between members.
    The best thing is to contact the member and to ask again.
    You can preferably send a message by using the website's message system so the member can receive the message even if he has problems with his personal email address because a copy can be read in "My messages".



    Feedback. How can I change feedback?

    If needed, you can change a feedback you have given.

    A feedback can ONLY be changed into a higher feedback (for example, from 50% to 100%).
    A 100% feedback cannot be changed into a  0% feedback but it is possible to change 100% feedback into a "neutral" feedback.
    An exception is nevertheless made in case you have given a wrong feedback by mistake and you have not received any feedback. In this case, a 4-hours delay is given to you in order to modify it.
    You can change a feedback by going to  "My Delcampe" > "Account" > " My feedbacks: Given feedbacks".
    Here you can find the sale for which you want to change the feedback and select "modify this feedback" at the right.


    Feedback. How can I give feedback?

    You can give a feedback by going to:

    • The presentation page of the sale. At the bottom of the page, click on the "Feedbacks" tab where you can give your feedback.
    • Or in "My Delcampe > Account > "My feedbacks: Leave feedbacks":
    • Or in "My Delcampe" > "Buy: Purchases" (if you are a buyer) or in "My Delcampe" > "Sell: Items sold" (if you are a seller).

    Here you can give a feedback for the sale of your choice..

    If you want to check if the feedback has been received by your vis-à-vis, you can visit the presentation page of the sale or by clicking on your nickname and consult "My given feedback" or by visiting "My Delcampe > Account > My feedbacks: Given feedbacks".

    Caution: a feedback can only be given within 2 months following the closure of the sale. An exception is nevertheless made if you wish to give a 100% feedback. It is then possible to give this feedback up to 4 months after the end of the sale.



    Multiple feedback. How can I give multiple feedback?

    The multiple feedbacks allow you to give the same feedback for several transactions in a single operation.

    To do this, go to "My Delcampe" > "Account" > "My feedbacks: Given feedbacks", and check the box corresponding to the sales to be evaluated.

    The same feedback will be given for all selected sales.
    If you wish to select all sales, check the box "Select all".
    Don't forget in both cases to click on "Give feedbacks" to validate.

    You can also do this operation from "My Delcampe" > "Buy: Purchases" (if you are a buyer) or from "My Delcampe" > "Sell: Items sold" (if you are a seller).

    Select a tab (according to the transaction status). Click on the "More ..." button and select "Give a feedback for the items of the invoice".
     



    Using the feedback - Using feedback, modifications, mediation,... :
    Solving disputes and consulting the guides - Difficulties during a transaction, the guides,...

    The mediation resolution. What's the mediation resolution and how can I use it?

    The vast majority of all transactions on Delcampe are completed without problems. However, difficulties between members may occur. Because we hope that you have positive experiences with Delcampe, we have created the Mediation resolution.

    A dispute has to be started within 90 days after the sale has ended. After this date, it will no longer be possible to use the mediation resolution.

    It is very important to use the mediation resolution in a correct manner so Delcampe could intervene to look at the situation.

    Here are the different steps that have to be taken to enter a dispute in the correct manner:
    • Select your transaction status (buyer or seller);
    • Select the dispute motive from the list provided;
    • Enter the item number;
    • Select "Start dispute resolution process";
    • Explain the situation clearly so the other party will be aware of the difficulty (if no explanation is given, the mediation demand won't be answered);
    • An automatic message is sent to the other party to warn that an answer is needed;
    • If the other party answer, an automatic message will be sent to you in which you will be asked to continue the discussion in the mediation resolution.
    • If the other party doesn't answer within 7 days, you can leave a comment or a negative feedback
    • If the dispute is about an item which you have paid but not received or an item that doesn't correspond to the description and you haven't received an answer in the mediation resolution after 7 days, you can contact Delcampe's customer support;
    • If, despite this attempt to communicate, the situation does not evolve and does not come to a solution you have the possibility to directly ask a mediator from the Delcampe team to intervene upon 2 weeks after the dispute was opened;
    • However, if a solution is found, one of both parties can close the dispute.


    I'm a seller. I received negative feedback which I find unjustified. What can I do?

    Only illegitimate negative feedback (0% or 25%) can be removed.
    Positive or neutral feedback can't be removed.

    If you think that the negative feedback which you have received is illegitimate, you can ask for feedback removal by visiting Mediation resolution within 90 days after the sale has ended.

    Feedback can only be removed in the following cases:
    • The buyer doesn't speak a language spoken by the seller (the buyer has to make sure he can speak a language spoken by the seller. In case both members don't understand each other, the buyer is responsable).
    • Sales conditions not respected
    • Aggressive behaviour (insults,...)
    • Payment not received


    I'm a buyer. I received negative feedback which I find unjustified. What can I do?

    Only illegitimate negative feedback (0% or 25%) can possibly be removed.
    Positive or neutral feedback can't be removed.

    If you think that the negative feedback which you have received is illegitimate, you can ask for feedback removal by visiting Mediation resolution within 90 days after the sale has ended.

    Feedback can only be removed in the following cases:
    • Incorrect or unclear sales conditions
    • Payment made, item not received
    • Aggressive behaviour (insults,...)


    Using the feedback - Using feedback, modifications, mediation,... :
    Receive and answer feedback - Receive feedback, the answers,...

    My seller/buyer refuses to give me feedback. What can I do?

    Giving feedback isn't obligatory but we strongly recommend to give feedback because it's a sign of respect between members.
    The best thing is to contact the member and to ask again.
    You can preferably send a message by using the website's message system so the member can receive the message even if he has problems with his personal email address because a copy can be read in "My messages".



    Received feedback. How can I answer received feedback?

    Please visit "My Delcampe" > "Account" > "My feedbacks: Received feedbacks"
    Here you can select "Reply to this feedback ". As a reminder, the maximum time to give a feedback and to respond to it is 2 months. In case of a last minute feedback, the response time of 2 months will be extended by 3 days.


    Feedback. How can I find out if I've received feedback?

    You will receive an automatic email when you receive feedback from another member and a message will be sent to My messages.


    Administrating your account; My Delcampe,... - Administrating your control panel :
    My blacklist - Using the blacklist, add a member to or remove a member from the list,...

    My black list of buyers. What's my black list and how can I use it?

    Sometimes disputes are started after a transaction.

    Sellers can add members to their blacklist if they don't want to deal with them anymore.

    Visit: "My Delcampe" > "Account" > "My blacklists : List of buyers " and enter the member's nickname and the reason why you don't want to deal with this member anymore (Confidential). Select "Add to list".

    This will prevent this member from bidding on your sales or ask questions on the sales page. However, he will still be able to contact you through the Delcampe message system.
    To remove a name from the list, select "Withdraw" next to the nickname.


    Reminder: you won't be able to add to your blacklist a member who still has Bonus Credits in your store .


    Can I still receive messages from a member I have added to my blacklist?

    A blacklisted member can't bid on your sales or ask questions about your sales. However it is still possible for him to contact you via the Delcampe Mailbox.



    The sellers blacklist. What is it? How to use it?

    In a list of items, you have the possibility to place a seller's sales in blacklist so as for his/ her items to not appear in your lists. To do this, click on the icon next to each item and select "This seller: Hide his/her items from my lists".

    You can also perform the same operation by clicking on the icon next to the nickname of the seller.

    You will no longer see the items of this seller in the lists of items and he/ she will be included in your sellers' blacklist. To view this list, go to "My Delcampe" > "Account" > "My blacklists: List of sellers".
    To remove a member from your blacklist, simply click on the link "Withdraw" in front of the nickname placed in blacklist.


    Administrating your account; My Delcampe,... - Administrating your control panel :
    My offers - Administrating your purchases, items on watching list, offers (won, lost,...)

    The different bidding types. What are the different bidding types?

    There are several ways to make a bid on Delcampe:

    • Submit a bid:
    1. For an auction

        Bid: You can submit a bid equal to the starting price or make an higher offer by adding the increment amount, which is mentioned on the description page of the item, to the bid that was last made.

        Automatic bid: You can enter the maximum amount you are willing to spend in the box where you can make a regular offer. If this amount is higher than the current highest bid, your bid will become an automatic bid. This means that the computer system will make 
        bids on your behalf until the maximum price which you have entered is reached. Note that a higher offer will only be made if another member submits another bid.

    2. For a fixed price sale

        Click on the "Buy now" button or click on the "Add to cart" button and confirm your cart in order to acquire the item immediately.
     
    • Submit a lower bid:
    A member can make a bid which is lower than the starting price of the item. A lower bid can only be made if the item has been present on the website for 0, 1, 2, 3, 4, 5, 6 or 8 week(s) (according to the seller's choice). A link will then appear on the presentation page of the item, in the frame which Delcampe members usually use to place a bid. Note that a lower bid has to be at least 50% of the starting price.
    • Submit a lower group bid:
    A lower group bid is a bid that combines several items from the same seller. A lower group bid can be made the same way as a lower bid and can only be made if the item has been present on the website for 0, 1, 2, 3, 4, 5, 6 or 8 week(s) (according to the seller's choice). A link will then appear on the presentation page of the item, in the frame which Delcampe members usually use to place a bid. Note that a group bid has to be at least 50% of the starting price. Don't forget to mention all items numbers.


    A bid. How can I cancel a bid?

    For a fixed price sale, it is not possible to cancel your bid. You should contact your seller to see if the sale can be cancelled. Important note: he/she can refuse to cancel the sale. However, for an auction, you can ask to have your bid "exceptionally removed".

    A buyer that has made a bid by error can cancel his/her bid within 24 hours. However, two conditions should be met: the sale should not be over and he/she has to be the only bidder. Each member can cancel 5 bids each 30 days.
    The buyer has to justify his/her actions and contact the seller.

    You can cancel a bid by logging on and visiting the sales page.
    Here, you will see a yellow frame above the item title, in which you can find a link "Withdraw your bid for this sale".
    Note that you won't be able to cancel your bid if it was made more than 24 hours ago. You will thus have to contact the seller to explain the situation and ask if he wants to cancel the transaction. In this case, we advise the seller to leave you  "a comment only" feedback to cancel the sale.


    My purchase. How can I complete the transaction?

    All items bought have to be paid directly to the seller.

    The buyer is obligated to respect the sales conditions determined by the seller when making a bid.

    Consequently, it is very important that the buyer asks a question before making a bid if the sales conditions aren't indicated. Making a bid means that the buyer accepts the sales conditions.

    The buyer pays with the payment methods proposed by the seller (The seller can choose between: PayPal, Skrill, Bank transfer, Charge on Delivery, Visa, Eurocard/Mastercard, American Express, Postal money order, Domestic check, Cash, etc.).



    The data and email address of the member with who I have completed a transaction. Where can I find this data?

    After you have logged on by using your nickname and password, you can visit the sales page.

    Here, both seller and buyer can find each others personal information on the right side of the page.

    This allows you to access the information without having to look for the address of your buyer or seller.


    A bid. How can I make a bid?

    On the description page of the item, you can find a form.

    On this form, you will have to enter your nickname and password.

    For an auction, you can make a bid equal to the starting price, or you can bid by simply adding the bid increment defined on the description page, or you can enter the maximum amount you are willing to spend on this item (automatic bid).

    For a fixed price sale, click on the "Buy now" button or "Add to cart" button and confirm your cart.



    An automatic bid (with maximum bid). How can I submit an automatic bid (with maximum bid)?

    You can enter an automatic bid (with maximum bid) in the box where you can make a regular offer. This corresponds to the maximum amount you are willing to spend. If this amount is higher than the current highest bid, your bid will become an automatic bid (with maximum bid). This means that the computer system will make bids on your behalf until the maximum price which you have entered is reached.



    How to modify the display of my invoices?

    To modify the display of your invoices: Then select the tab of your choice.

    Move your mouse over "Options and display". Select one or more options and click on "Use these parameters".


    How can I administrate my bought items?

    In the website menu bar, you can visit "My Delcampe".
    Here you can find the lists that allow you to administrate your sales, purchases, ...


    A sale has closed later that scheduled. Is this possible?

    A seller can choose the option Last-minute extension.

    This option allows the seller to extend a sale with one minute if an offer is made during the last minute of the sale and allows all bidders to react to an offer made during the last minute.

    Advantage: The option allows members to make a higher bid without being stopped by the clock because at least one minute has to pass between the last bid and the end of the sale.

    P.S.: This option remains active when the sale restarts and won't be charged again.




    My payment information. How can I access this information?

    The accepted payment methods are mentioned in the sales conditions determined by the seller. In case these payment methods would be insufficient, you can ask a question to the seller BEFORE making an offer.

    If the sale has ended and you don't receive an answer after a week, you can check the seller's profile page (by clicking on the seller's nickname) to see if he is absent and if so, check how long he hasn't visited the website.

    If you still haven't received an answer from the seller, you can consult the Mediation resolution to draw the seller's attention.

    If you still haven't received an answer, you can give negative feedback and add a remark.



    An automatic bid (with maximum bid). How can I cancel an automatic bid (with maximum bid)?

    You can increase your maximum bid by making another bid that is higher than the current price and not the same as your current maximum bid. Consequently, your maximum bid will be automatically increased.

    If you have made a mistake when entering your maximum bid and the system is bidding for you, you can make another bid (current highest bid + increment).

    You can also cancel an automatic bid by making a bid which is lower than the current price.



    A lower bid. How can I make a lower bid?

    The link to make a lower bid appears in the frame where you can make a bid.  The timeframe in which a buyer may submit a lower offer is determined by the seller.

    In order to be notified about this type of bid, the seller has to indicate that he accepts to receive messages with lower bids.
    Finally, the bid must be at least 75% of the price asked by the seller.

    The seller has 4 options:

    - Refuse the bid and continue the sale;
    - Accept the bid: the item will be sold at the suggested price;
    - Accept the bid but keep the item at auction (the first bid of the auction will be automatically placed by the member who has offered the lower bid. The auction will be relaunched for a period of time going from 1 to 7 day(s) according to the seller's decision.
    - Propose a counter-offer

    The seller isn't obliged to answer to a lower bid if he/she doesn't find it interesting. The seller can change his/her mind as long as the bidder hasn't cancelled the bid.

    The bid remains valid for a period of 30 days.
    The buyer has a chance to modify the bid by going to "My Delcampe" > "Buy: Lower bids".
    Please use this option with moderation to avoid abuse.


    A lower group bid. How can I make a lower group bid?

    The link to make a lower group bid appears on the auction under the box where you would normally place a bid. The timeframe in which a buyer may submit a lower offer is determined by the seller.

    Note that the seller, in order to be informed of these, has to accept the emails for this type of offers in its parameters.
    Finally, the amount of your bid must be at least 50% of the price asked by the seller.


    The seller then has three options:

    - Reject the offer and leave the sales as they were;
    - Reject the offer, propose a counter-offer of an intermediary amount (see example below);
    - Accept the offer, the items will then be sold at the lower price proposed by the applicant.

    The seller is not obligated to respond to a lower group bid which he/ she deems uninteresting.

    The buyer's offer will be valid for 30 days from the date of submission of the lower bid. The seller may, within that period, accept or reject the offer.
    The buyer has the possibility to modify his/ her offer via "My Delcampe
    " > "Buy: Lower bids".
    This possibility should be used with moderation, so that there is no abuse.


    Counter-offer example

      A seller has 3 sales:
    • Item 1 : 3.00 EUR
    • Item 2 : 5.00 EUR
    • Item 3 : 2.00 EUR
    • (total : 10.00 EUR)

    The buyer offers 5.00 EUR (50% of the total) for these 3 sales.

    In case of a counter-offer, prices are modified so as to correspond to the intermediary amount between the current price and the price proposed by the buyer:
    • Item 1 : 3.00 EUR x 75% = 2.25 EUR
    • Item 2 : 5.00 EUR x 75% = 3.75 EUR
    • Item 3 : 2.00 EUR x 75% = 1.50 EUR
    • (total : 7.50 EUR)

    An email is then sent to the buyer in order to inform him/ her.


    A lower bid. How can I remove a lower bid?

    You can delete a lower bid by going to"My Delcampe" >Buy: Lower bids".
    ... here you can select the bid and remove it by clicking on "Delete" on the right.


    Higher bid. Another member placed a higher bid during the last seconds.

    The clock that makes the countdown during the last hour of the auction is indicative.

    Note that the list with bids isn't updated automatically. Consequently, it is important to "update the list (refresh)".

    Otherwise, you might not be able to a higher bid appear.



    Some auctions prevent me from seeing the nicknames of the members who made a bid. Why?

    This means that the seller has determined that the sale is an "Anonymous sale". During the auction, the nicknames of the members that have made an offer aren't visible.

    A member that has made an offer will only see his own nickname so he can check whether or not he is holding the highest bid. Note that the seller will be able to see all nicknames.



    My bought item. How long does it take for the item to arrive?

    This depends on many factors.
    The best thing is to immediately ask this to the seller. "On average", an item arrives a week after the seller received the payment.


    The sale has closed. How can I know if I'm the winner?

    You will receive a message in your personal inbox and in "My Delcampe" > " Messages: Received messages"
    This message contains information about the sale and the seller.



    A search within my invoices. How can I do it?

    You have the possibility to perform a search within your invoices in "My Delcampe" > "Buy: Purchases" (if you are a buyer) or in "My Delcampe" > "Sell: Items sold" (if you are a seller).

    To perform this search, type the data in the field dedicated to this effect and select the type of data to be researched within:
    • personal item numbers (only for sellers with a Club+ Gold or Premium subscription)
    • titles
    • item numbers
    • invoice numbers (Only from the tab "Awaiting dispatch" or "Awaiting shipment")
    • invoice total
    • sellers'/ buyers' nicknames
    • sellers'/buyers' last and first names


    A purchase invoice. How can I retrieve it from my archive?

    You can retrieve an invoice from your archive by going to "My Delcampe" > "Buy: Purchases" and click on the tab "Archived". There select the invoice that you want to retrieve from your archive and click on "Retrieve from archive".
    You can do the same operation by clicking on "Retrieve from archive" on the right of the invoice.


    A purchase invoice. Why and how can I archive it?

    Archiving an invoice simply allows you to organize them and to know if you have already made a payment or not. It will also help you keep a track of your purchases.

    Go to "My Delcampe" > "Buy: Purchases" and select a tab (according to the transaction status).
    Click on the "More ..." button and select "Archive".


    Printing out and exporting my lists of purchases. How to do it?

    Members of the Club+ Silver, Gold or Premium can print out and export lists of purchases from their Delcampe account.

    You can find all information about the Club+ by visiting the presentation page for Club+.

    To do that, you simply have to go to "My Delcampe" > "Buy" and to choose the folder containing your sales to be printed out or exported. There, go to the bottom of the purchases table and select the option of your choice. Then, click on "OK" to continue.



    A purchase invoice. How can I see it in my archive?

    To see a deleted invoice, go to "My Delcampe" > "Buy: Purchases" and select the tab "Archived". There move your mouse over "Display" at the top of the table and select "See the deleted invoices".


    My lost bids. How can I remove my lost bids?

    You cannot delete the bids you have made on items that you haven't won. However, these bids are automatically deleted when the items have been archived by the website.

    You can also set the parameters of your account and indicate that you don't want to see those bids.

    Just visit "My Delcampe"  > "Account: Parameters". And select the box "No" for the section "Account: Show my lost bids".


    A purchase invoice. How can I delete it from my archive?

    You can delete an invoice from your archive by going to "My Delcampe" > "Buy: Purchases" and select the tab "Archived". There, select the invoice you would like to delete and click on "Delete" just right below.

    You can also do the same operation by clicking directlly on "Delete" on the right of the invoice.


    How to display images in my invoices?

    To display images in your invoices: Then select the tab of your choice.

    Move your mouse over "Options and display". Select "Show list: with images" and click on "Apply".


    See the items of my invoices. How to do it?

    By default, the items of your invoices are not visible.
     
    To be able to see them, go to “My Delcampe” > “Buy: Purchases” (if you are a buyer) or in “My Delcampe” > “Sell: Items sold” (if you are a seller).
     
    There, move your mouse over “Options and display” at the top of the table and check the box “Type of display: Detailed”.


    Administrating your account; My Delcampe,... - Administrating your control panel :
    Check my address - Purpose, procedure, advantages,...

    The address verification. What's the address verification?

    This service is used to check the postal data provided by a member when opening an account. When opening an account on Delcampe, a member has to fill out the registration form. When buying or selling for the first time, your data isn't checked because we trust our members. That's why members who want to emphasize that they can be trusted can purchase the address verification. Afterwards, a mail that contains their activation code will be sent. After receiving this mail, the activation code has to be entered on the website. After the code is registered, a small logo will be placed next to the member's nickname to inform everyone that the provided address is correct.

    You can purchase the address verification by clicking here.



    The address verification. Where can I have my address verified?

    To have your address verified, you can go to "My Delcampe" > "Account"> "My Club+ and my postal verification: Postal verification".
    After you have made sure your address is correct, you can validate your request by selecting "I confirm my request to receive the activation code".
    Consequently, a letter which contains your activation code will be sent to your home address.

    Note: if you're a new member and if you don't have many feedbacks, you will be asked to Credit your Delcampe account to carry out this operation.



    The address verification. What are the advantages?

    The address verification is meant for improving the security on the website by impeding the persons who are a threat to our security as much as possible.

    Thanks to this logo:

    • You will know that the address of a member is checked by Delcampe.
    • You will find it easier to trust someone while completing a transaction.
    • In the long run, we will be able to eliminate abusive reinscriptions.

    You can purchase the address verification by clicking here.



    The address verification. For who is it meant?

    The address verification is available for all members, both buyers and sellers, with or without feedback that aren't member of the Club+.
    All members of the Club+ have received an activation code they can use to have their address checked. Therefore, the address verification is meant for members who don't want to benefit from the services of the club+, but who want to prove they can be trusted.

    You can become a verified member by clicking here.



    The address verification. How much does the address verification cost?

    The cost is exactly 5.00 EUR / 7.50 USD / 4.00 GBP / 8.00 CHF / 8.00 CAD / 6.00 AUD for each nickname. This represents the cost: nothing more, nothing less. Our goal is clearly to increase the security and quality of the transactions. The cost includes printing costs, the envelope, the stamp, the manual labour, the payment costs, VAT,...

    You can purchase the address verification by clicking here.



    The address verification. Is it obligated?

    Not at all. You can continue to buy or sell as before. The address verification is an additional security procedure to improve your transactions. We advise our members to have their address checked but this isn't obligatory.

    You can have your address checked by clicking here.



    The address verification. What's the principle?

    1. You can purchase the address verification by (clicking here).
    2. Afterwards, we will immediately send a code to your address by mail.
    3. After you have received the code, you can enter the code on Delcampe and register.
    4. A small logo will be added next to your nickname to inform everyone that the address you have provided is correct.
    5. Consequently, all members will know that your address is checked.



    The address verification. Why was this created?

    In our ongoing quest to ensure that transactions are completed in a successful manner amongst passionate collectors, we want to give our members every possible chance. The fact that your address isn't "checked" doesn't mean that we are doubting your intentions. The address verification is simply a procedure to improve the security of the transactions on the website by checking that all members can be traced in case of significant difficulties.

    You can purchase the address verification by clicking here.



    The address verification. Will everyone be able to see my address?

    No, not at all. The address you have provided is only used to send your activation code to. All data will stay confidential and won't be given to a third party (no other members, buyers or sellers). The data will only have to be used in case of difficulties.

    You can have your address checked by clicking here.



    Administrating your account; My Delcampe,... - Administrating your control panel :
    Disputes resolution - Difficulties during a transaction, a claim about the website,...

    Difficulty during a transaction. What can I do?

    Delcampe advises its members to visit the "Disputes resolution" in "My Delcampe" if the sale has ended less than 90 days ago.

    This function allows buyers and sellers to communicate and establish contact to eventually solve the dispute.
    Consult the following link: Disputes resolution

    Here you can explain your point of view and the other member can do the same. If no solution is found after a certain period, you can ask for a Delcampe mediator.

    A member who doesn't answer in the dispute resolution can receive a warning, as mentionned in the Terms and conditions.


    The mediation resolution. What's the mediation resolution and how can I use it?

    The vast majority of all transactions on Delcampe are completed without problems. However, difficulties between members may occur. Because we hope that you have positive experiences with Delcampe, we have created the Mediation resolution.

    A dispute has to be started within 90 days after the sale has ended. After this date, it will no longer be possible to use the mediation resolution.

    It is very important to use the mediation resolution in a correct manner so Delcampe could intervene to look at the situation.

    Here are the different steps that have to be taken to enter a dispute in the correct manner:
    • Select your transaction status (buyer or seller);
    • Select the dispute motive from the list provided;
    • Enter the item number;
    • Select "Start dispute resolution process";
    • Explain the situation clearly so the other party will be aware of the difficulty (if no explanation is given, the mediation demand won't be answered);
    • An automatic message is sent to the other party to warn that an answer is needed;
    • If the other party answer, an automatic message will be sent to you in which you will be asked to continue the discussion in the mediation resolution.
    • If the other party doesn't answer within 7 days, you can leave a comment or a negative feedback
    • If the dispute is about an item which you have paid but not received or an item that doesn't correspond to the description and you haven't received an answer in the mediation resolution after 7 days, you can contact Delcampe's customer support;
    • If, despite this attempt to communicate, the situation does not evolve and does not come to a solution you have the possibility to directly ask a mediator from the Delcampe team to intervene upon 2 weeks after the dispute was opened;
    • However, if a solution is found, one of both parties can close the dispute.


    I'm a seller. I received negative feedback which I find unjustified. What can I do?

    Only illegitimate negative feedback (0% or 25%) can be removed.
    Positive or neutral feedback can't be removed.

    If you think that the negative feedback which you have received is illegitimate, you can ask for feedback removal by visiting Mediation resolution within 90 days after the sale has ended.

    Feedback can only be removed in the following cases:
    • The buyer doesn't speak a language spoken by the seller (the buyer has to make sure he can speak a language spoken by the seller. In case both members don't understand each other, the buyer is responsable).
    • Sales conditions not respected
    • Aggressive behaviour (insults,...)
    • Payment not received


    I'm a buyer. I have paid for an item but haven't received it. What can I do?

    Don't forget to check whether the seller is absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page).
    • If you haven't received your item 7 days after you have made the payment, you can enter Mediation resolution. If you don't receive an answer from the seller after 7 days, you can contact Delcampe's customer support by filling out the contact form.
    • If the seller confirms that he has sent the item but you haven't received it, it could be a postal problem.
    • If you have chosen a registered shipment and the item hasn't arrived, the seller will have to provide the tracking number as well as a scan of the postal receipt. The seller also has to file a complaint at his postal office, inform the buyer and provide a copy of the complaint. However, the seller isn't obligated to refund your payment. If the postal services declare that the item is lost, a compensation will be given. This compensation doesn't necessarrily correspond to the amount paid for the item. The seller has to give the buyer the entire compensation fee.
    Warning: If the seller is a Club+ Premium, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    If you have not received the item while you have nevertheless paid for it, the seller assumes the full refund (in case of failure of the carrier). The necessary procedure to obtain compensation from the carrier remains at the seller's responsibility. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.


    I'm a seller. I haven't received the payment from my buyer. What can I do?

    The seller has to contact the buyer within 7 days following the end of the sale. Note that not all members consult their messages every day and that you will need to show some goodwill. However, if you don't receive an answer within 7 days, you can contact a member by visiting the Mediation resolution. Don't forget to check if a member isn't absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page). If you still haven't received an answer in the Mediation resolution after 7 days, you can give neutral or negative feedback and enter a declaration of an unpaid item.


    I'm a buyer. I received negative feedback which I find unjustified. What can I do?

    Only illegitimate negative feedback (0% or 25%) can possibly be removed.
    Positive or neutral feedback can't be removed.

    If you think that the negative feedback which you have received is illegitimate, you can ask for feedback removal by visiting Mediation resolution within 90 days after the sale has ended.

    Feedback can only be removed in the following cases:
    • Incorrect or unclear sales conditions
    • Payment made, item not received
    • Aggressive behaviour (insults,...)


    I'm a seller and I haven't received news from my buyer. What can I do?

    The seller has to contact the buyer within 7 days following the end of the sale. Note that not all members consult their messages every day and only complete transactions during the weekend because of a various number of reasons. Therefore, your will need to show some goodwill. However, if you don't receive an answer within 7 days, you can contact a member by visiting the Mediation resolution. Don't forget to check if a member isn't absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page). If you still haven't received an answer in the Mediation resolution after 7 days, you can give neutral or negative feedback and enter a declaration of an unpaid item.


    I'm a buyer and I haven't received news from my seller. What can I do?

    Note that not all sellers consult their messages every day and only complete their sales during the weekend because of a various number of reasons. Consequently, Delcampe advises you to wait at least 7 days before you enter the Mediation resolution. Don't forget to check if your seller isn't absent (logo indicating his absence is placed next to his nickname and maybe a message is added to his profile page).


    I'm a buyer. I have received an item that doesn't correspond to the description. What can I do?

    When a sale is created, the title, description and images of the item have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. All damage or specific characteristics have to be mentioned in the description.
    • If no information is mentioned in the title and description, we strongly advise to ask questions before making a bid.
    • If all conditions are indicated, but the item still doesn't correspond to the description, the seller is obliged to refund the item, as well as the shipping fees before you send the item back. We strongly advise you to contact the seller by entering the Mediation resolution so Delcampe could intervene in case of a problem.
    • If all information is clearly mentioned on the sales page but you have made a bid without paying attention, you are obliged to complete the transaction. However, you will always be able to enter Mediation resolution to work out a solution with your seller.
    Warning: If the seller is a Club+ Premium, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    If you are not satisfied with the item received, the seller is bound to fully refund you. You must notify your non-satisfaction to the seller within 14 days from the date of receipt and return the purchase within 14 days. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the receipt of the item.


    I'm a seller and my buyer tells me the item doesn't correspond to its description. What can I do?

    When you put an item up for sale, the title, description and images have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. Damage or specific characteristics have to be mentioned in the description.
    • If all conditions are fulfilled and the buyer doesn't agree with the sale, you can use the Mediation resolution.
    • If you haven't fulfilled all conditions, you will be obliged to refund (price and shipping fee) before the item is sent back. Delcampe strongly advises you to use the Mediation resolution for all contact with your buyer so that Delcampe can take action in case difficulties happen.
    • If you are a professional seller [PRO], the buyer legally has 14 days to send the item back after receiving the item and ask for a refund, without having to justify his decision.

    Be careful: if you are a Club+ Premium seller, the point hereunder is valid whether the item was sold on "Delcampe Marketplace" or "Delcampe Premium".
    If the buyer is not satisfied with the item received, you are obligated to fully refund the buyer. The buyer must notify his/ her dissatisfaction within 14 days from the date of reception and send back the purchase within 14 days. You are also obligated to refund the buyer within 14 days upon reception of the item of the amount paid for the item plus shipping costs (return cost not-included).


    I'm a buyer and the item I received is damaged. What can I do?

    When a sale is created, the title, description and images of the item have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. Damage or specific characteristics have to be mentioned in the description.

    • If no information is mentioned in the title and description of the item, we strongly advise to ask questions before making a bid.
    • If all conditions are indicated, but the item still doesn't correspond to the description, the seller is obligated to refund the item, as well as the shipping fees before you send the item back. We strongly advise you to contact the seller by entering the Mediation resolution so Delcampe could intervene in case of a problem.
    • If the item has arrived in a deteriorated state and you haven't asked for a protected shipment (cardboard, bubble wrap, plastic,...), the seller isn't responsible for the damage. Consequently, we strongly advise to ask the seller for protected shipment (additional fees can be charged).
    • If your seller refuses to send the item with protected shipment cardboard, bubble wrap, plastic,...), you can enter the Mediation resolution.
    • If you have asked for a protected shipment, and your seller has respeccted these conditions, but the item is damaged, the seller has to file a complaint at the post office who can give a compensation fee that the seller will have to give to the buyer.
    Warning: If the seller is a Club+ Premium, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    • In case of failure of the carrier, the seller assumes the full refund to the buyer. The necessary procedure to obtain compensation from the carrier remains at the seller's responsibility. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.
    • If you are not satisfied with the item received, the seller is bound to fully refund you. You must notify your non-satisfaction to the seller within 14 days from the date of receipt and return the purchase within 14 days. The seller also agrees to reimburse you the amount of the purchase plus any shipping costs (not including return) within 14 days from the receipt of the item.


    I'm a seller. The buyer tells me the item he received is damaged. What can I do?

    When a sale is created, the title, description and images of the item have to be as precise as possible. The description has to be as complete, clear and exact as possible. The real condition of the item and its characteristics have to be mentioned in detail. Damage or specific characteristics have to be mentioned in the description.

    • If all conditions are indicated and your buyer starts a dispute, than you can visit Mediation resolution.
    • If you haven't noted all sales conditions, you will be obligated to refund (price and shipping fee) before the item is sent back. Delcampe strongly advises you to use the Mediation resolution for all contact with the buyer so Delcampe can take action in case difficulties happen.
    • If you're a professional seller [PRO], the buyer legally has 14 days to send the item back after receiving the item and ask for a refund, without having to justify his decision.
    • If the item is damaged upon arrival and the buyer refused protected shipment (cardboard, plastic, bubble wrap,...), than you aren't responsible for the damage. Consequently, Delcampe always advises proposing protected shipment.
    • If the item is damaged upon arrival and the buyer paid for protected shipment and you have respected this, than you will have to file a complaint at your post office, which can give a compensation fee. This compensation fee has to be transfered to the buyer.
    Warning: If you are a Club+ Premium seller, the above point is valid whether the item has been sold on "Delcampe Marketplace" or on "Delcampe Premium":
    • In case of failure of the carrier, you are bound to fully refund the buyer. The necessary procedure to obtain compensation from the carrier remains at your responsibility. You also agree to reimburse the buyer the amount of the purchase plus any shipping costs (not including return) within 14 days from the moment on the complaint for failure to deliver was opened.
    • If the buyer is not satisfied with the item received, you are bound to fully refund the buyer. The buyer must notify his non-satisfaction within 14 days from the date of receipt and return the purchase within 14 days. You also agree to reimburse the buyer the amount of the purchase plus any shipping costs (not including return) within 14 days from the receipt of the item.


    I'm a buyer and the seller states that the item isn't for sale anymore. What can I do?

    Placing an item on the website means that the seller has to sell the item to the buyer.

    Negative feedback can be given if you feel that the explenation given by the seller isn't acceptable. Making an analysis of the seller's feedback can help you.



    I'm a buyer. I'm having difficulties with several fees (shipping fees, handling fees,...) what can I do?

    • If the shipping and handling fees and the payment fees, ... are mentioned on the sales page, you will have to respect these conditions when making a bid.
    • If the seller modifies the conditions after the sale, you have the right to refuse to complete the transaction after entering Mediation resolution.
    • If the shipping and handling fees and the payment fees, ... aren't mentioned, you are advised to ask a question before making a bid.
    • If the shipping and handling fees and the payment fees,... aren't mentioned, when you have won an item and you have asked a question without receiving an answer, you will have to complete the transaction with minimum costs. However, you always have the possibility to enter Mediation resolution to work out a solution with your seller.


    What can I do if the seller changes his mind?

    Making a bid means that the buyer intents to buy the item.
    Negative feedback could be given if you find that the explication isn't enough.


    Administrating your account; My Delcampe,... - Administrating your control panel :
    Club+ - The Club+, using CSV-files, transferring sales,...

    The Club+. What's the Club+?

    You can find all information about the Club+ on the Club+ presentation page.



    Archive/retrieve from archive/ or remove all closed sales in just one move. Is this possible?

    Delete, archive and retrieve your archived closed sales in a single operation by using the Multiple changes. This is available for members of the Club+ Gold or Premium.

    Thanks to the multiple changes, you can:

    • Archive your closed sales (with or without buyer);
    • Retrieve your sales from the archive (closed sales with or without buyer);
    • Delete all sales in your archives (closed sales with or without buyer).

    You can become a member of the Club+ Gold or Premium, by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    My second nickname. Can I benefit from my subscription when using my other nickname?

    The subscription to the Club+ is linked to a nickname.
    If you have several nicknames and you want to benefit from the Club+ subscription with all accounts, a subscription will have to be purchased for each account.



    Close and restart my running sales in just one move. Is this possible?

    Close all your ongoing sales without bid in case you are temporarily absent and restart them afterwards, thanks to the Multiple changes. This option is available for members of the Club+ Gold or Premium.

    This option will allow you to perform this operation only on the whole of your ongoing sales without bid.

    Consequently, you will be able to:

    • Restart all your closed sales without buyer;
    • Immediately close all your ongoing sales without bid;
    • Automatically close all your ongoing sales at a particular date;
    • Suspend all your ongoing sales (Closing date and restart date).

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    Apply a discount on all running sales with just one operation. Is this possible?

    Apply a discount on all your ongoing sales in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or on some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    Consequently, you will be able to:

    • Apply a discount (in %).
    • Apply a discount (in your currency).

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    The Club+. How can I cancel the renewal of my subscription or cancel my subscription?

    You can cancel the renewal of your subscription by using this link:
    My subscription and select "Not to renew it and lose the Club+ advantages".
    Afterwards, you select "Confirm my selection".




    The multiple changes. What are the multiple changes?

    The multiple changes are part of the advantages of the Club+ Gold or Premium.

    Multiple changes can be made on your sales:

    • Change the ending date and hour of all running sales
    • Lower the price of your items
    • Increase the price of your items
    • Change all items into fixed price sales or auctions
    • Move all sales to another Delcampe website
    • Change the number of renewals on all sales
    • Close and restart all sales
    • Archive/retrieve from archive/remove all closed sales.

     

     



    The Club+. How can I purchase a subscription?

    Visit "Club+" and select "subscribe":

    On this page you can find all information and the services that are provided.

    After purchasing a subscription to the Club+, the Club+ logo will appear next to your nickname, which will improve the other members' confidence in you.

    Note: both regular and professional members can join the Club+.
    Note that the Club+ Premium is reserved for professionals and provides access to the setting on sale on "Delcampe Premium".



    I have purchased a subscription to the club+. How and when will I receive my code?

    After purchasing the subscription, a code will be sent by priority mail. At any time, you can check the date the code has been sent in the "Club+" box that you find  in "My Delcampe" > "Account".

    After receiving it, you can enter your code by going to "My Delcampe" > "Account" :
    ... and select "Enter my activation code".
    Afterwards, you can enter the code (which you can find on the back of your membership card) under "Please type in your activation code sent to you by regular mail:" and confirm your code by selecting "Activate".



    Change the ending date and hour of your sales with just one operation. Is this possible?

    Change the ending date and hour of your sales in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    Consequently, you will be able to:

    • Choose the ending date and hour of all ongoing sales without bid;
    • Only change the ending date of all ongoing sales without bid and without changing the ending hour;
    • Only change the ending hour of all ongoing sales without bid and without changing the ending date.

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    Change my running sales into fixed price sales or auctions with one move. Is this possible?

    Change your fixed price sales into auctions or do the opposite in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by visiting "My Delcampe" > "My Sell" > "My items for sale: Multiple changes".



    Move my ongoing sales to another Delcampe website. Is this possible?

    Move your ongoing sales from the International to a National website or do the opposite, thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    Change the number of renewals of my running sales in just one move. Is this possible?

    Change the number of renewals and the length of your ongoing sales in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change all ongoing sales without bid or on some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by visiting "My Delcampe" > "My Sell" > "My items for sale: Multiple changes".



    Increase the prices of all running sales with just one operation. Is this possible?

    Increase the prices of all your ongoing sales in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    Consequently, you will be able to:

    • Increase the prices (in %) .
    • Increase the prices in your currency.

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    The Club+. What are the advantages of the Club+?

    Joining the Club+ means creating a situation where all parties are winners: larger audience, better security, more options available.
    All members of the Club+ will receive the code to activate their subscription by mail. This enables Delcampe to check if their personal identity is genuine, which will enlarge other members' confidence in this member.

    You can find information about the Club+ and a subscription form by visiting the following page: Club+



    The club+. How can I change my subscription into a higher or lower subscription?

    Visit "My Delcampe" > "My control panel" > "My subscription" and select "Upgrade subscription level" or "Downgrade subscription level". Afterwards, you select the subscription you want and confirm by selecting "Confirm my selection".



    Administrating your account; My Delcampe,... - Administrating your control panel :
    My Delcampe fees - The Delcampe fees, the sales options purchased during the month, details of sold items,...

    The Delcampe fees: How much are they and how can I pay?

    For more information, please consult the page about our rates.

    You can pay by:

    • Bank transfer
    • Credit card or online Banking
    • French cheque or international money order in Euro (delivery address stated in the link below)
    • Skrill
    • PayPal
    • Cash (EUR, USD, GBP, CHF, CAD and AUD)

    Find out more by visiting  "My Delcampe" > "Account" > "My Delcampe fees: Credit my account".

    Only payments made via the Delcampe website by PayPal, Skrill or credit cards are processed immediately.

     

     



    Where can I find the sales options I have selected for this month?

    You can find them by visiting "My Delcampe" > "Account" > "My Delcampe fees: Account Record".

    ... Then, select the link: "Selling options of the current month" just above the box and you will see all sales options you have chosen during the current month.



    How can I pay small amounts?

    You can wait until you owe 5 EUR/USD/GBP/CHF/CAD/AUD before making the payment. You can also anticipate future payments and credit your account in advance.



    Is it possible to pay my Delcampe fees with Skrill or PayPal?

    Yes, of course.

    Just go to  "My Delcampe" > "Account" > "My Delcampe fees: Credit my account". You can then choose Skrill or PayPal as payment method and follow the instructions.



    I have sent the money but my account balance is still negative. Why is my account balance still negative?

    All payments are processed manually and it might take several working days before the amount is credited.
    You will receive an email once the amount has been credited on your Delcampe account.

    Only payments made with Skrill, PayPal or Credit cards are processed immediately.



    When is the commission fee calculated?

    The commissions are charged at the beginning of each month for the sales of the previous month.

    To find out how much commissions you will have to pay, you can go to  "My Delcampe" > "Account" > "My Delcampe fees > Account Record"

     



    Where can I find the sold items details?

    You can find all details about sold items by going to "My Delcampe" > "Account" > "My Delcampe fees: Account Record"

    Just select [Details]. You can then find a summary of all sold items and cancelled sales (with a red background and with the title being struck through). At the bottom of this summary, you can find the total amount of completed and cancelled sales.

     

     



    I cannot credit my Delcampe account. How come?

    For your safety, you can credit your Delcampe account only once per day maximum.

    This limit only applies if you are a new member.


    I cannot credit my Delcampe account beyond 100.00 EUR | 100.00 USD | 100.00 GBP | 100.00 CHF | 100.00 CAD | 100.00 AUD. How come?

    For your safety, you can only credit your Delcampe account of a maximum amount of 100.00 EUR | 100.00 USD | 100.00 GBP | 100.00 CHF | 100.00 CAD | 100.00 AUD.

    This limit only apllies if you are a new member.


    I cannot ask for refund of my Delcampe account balance. How come?

    For your safety, you can claim refund of your Delcampe account only once per period of 30 days.

    This limit only applies if you are a new member.


    Administrating your account; My Delcampe,... - Administrating your control panel :
    My information - The information page, announcing absence, remove links towards items in your feedback,...

    My sales conditions. How can I define my sales conditions?

    Go to: "My Delcampe" > "Sell" > "My store: Sales conditions".

    Here, you can select "Show my sales conditions" > "Method", "Shipping costs" and select the options you want.

    Don't forget to register your choice by clicking on "Send".


    My email address. How can I change my email address?

    In the menu bar, please select "My Delcampe" > "Account: Contact details".
    Change the information in the corresponding fields.
    Finally, select "Modify" at the bottom of the page.


    The languages I can speak. How can I show other members which languages I can speak?

    In the menu bar, please select "My Delcampe" > "Account: Parameters" and select the languages you speak.
    Then, click on "Modify" at the bottom of the page.

    The little flags next to your nickname will inform the members that you speak those languages.



    My information. What's my information?

    On this page, you can change your data and your parameters: :
    • Language
    • Local time
    • Currency
    • Control panel for sold items and purchases
    • Sales conditions
    • Message on sales


    Administrating your account; My Delcampe,... - Administrating your control panel :
    My statistics - Viewing and consulting statistics

    My buying and selling statistics. How can I hide my buying and selling statistics?

    You can consult the statistics of your sales and purchases:

    If you are a buyer, you should go to "My Delcampe" > "Buy" > "My buying stats".

    If you are a seller, you should go to "My Delcampe" > "Sell" > "My selling stats".



    My buying and selling statistics. How can I access my buying and selling statistics?

    You can consult the statistics of your sales and purchases:

    If you are a buyer, you should go to "My Delcampe" > "Buy" > "My buying stats".

    If you are a seller, you should go to "My Delcampe" > "Sell" > "My selling stats".



    Administrating your account; My Delcampe,... - Administrating your control panel :
    My sales - Administrating your sales, archive sales, unsold items, visit counting, rank search results,...

    The data and email address of the member with who I have completed a transaction. Where can I find this data?

    After you have logged on by using your nickname and password, you can visit the sales page.

    Here, both seller and buyer can find each others personal information on the right side of the page.

    This allows you to access the information without having to look for the address of your buyer or seller.


    A sale. How can I close a sale?

    In some cases, you can close a sale yourself:

    First, you will have to log on and select "Close this auction", which you can find in the top left corner of the form you can use to make changes.

    If bids are made, the sale will close 24 hours after you have noted that you want to close the sale. However, if the sale ends in less than 24 hours, you won't be able to close the sale. The members who are following your sale will also receive an automatic message that the sale will end sooner.

    If you want to cancel a sale with bid, you will have to explain the situation to the buyer.


    Archive/retrieve from archive/ or remove all closed sales in just one move. Is this possible?

    Delete, archive and retrieve your archived closed sales in a single operation by using the Multiple changes. This is available for members of the Club+ Gold or Premium.

    Thanks to the multiple changes, you can:

    • Archive your closed sales (with or without buyer);
    • Retrieve your sales from the archive (closed sales with or without buyer);
    • Delete all sales in your archives (closed sales with or without buyer).

    You can become a member of the Club+ Gold or Premium, by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    How to modify the display of my invoices?

    To modify the display of your invoices: Then select the tab of your choice.

    Move your mouse over "Options and display". Select one or more options and click on "Use these parameters".


    A lower bid. What do I do when I receive a lower bid?


    When the seller receives a lower bid, he/she has 3 choices:

    • Accept the lower bid and close the sale immediately (the member who made the lower bid thus wins the item immediately).
    • Accept the bid but keep the item at auction (the first bid of the auction will be automatically placed by the member who has offered the lower bid. The auction will be relaunched for a period of time going from 1 to 7 day(s) according to the seller's decision.
    • Refuse the lower bid and propose a counter-offer.
    • Refuse the lower bid and leave the sale as it is.



     



    How can I cancel a sale created by mistake?

    If no offers have been made, just click on the link "Close the auction" on the item page. A new window will then open in which you can close the sale.

    If an offer has been made, then you can't close the auction and you will have to inform the highest bidder as soon as possible.



    Close and restart my running sales in just one move. Is this possible?

    Close all your ongoing sales without bid in case you are temporarily absent and restart them afterwards, thanks to the Multiple changes. This option is available for members of the Club+ Gold or Premium.

    This option will allow you to perform this operation only on the whole of your ongoing sales without bid.

    Consequently, you will be able to:

    • Restart all your closed sales without buyer;
    • Immediately close all your ongoing sales without bid;
    • Automatically close all your ongoing sales at a particular date;
    • Suspend all your ongoing sales (Closing date and restart date).

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    Apply a discount on all running sales with just one operation. Is this possible?

    Apply a discount on all your ongoing sales in a single operation thanks to the Multiple changes. This is available for members of the Club+ Gold or Premium.

    This operation enables you to change the whole of your ongoing sales without bid or on some of your ongoing sales without bid by selecting the categories and/or the Delcampe websites.

    Consequently, you will be able to:

    • Apply a discount (in %).
    • Apply a discount (in your currency).

    You can become a member of the Club+ Gold or Premium by clicking here.

    You can access the Multiple changes by going to "My Delcampe" > "Sell" > "My items for sale: Multiple changes".



    A sale. How can I modify a sale?

    You can modify a sale if no bid is made.

    First, you will have to log on and select "Modify the sale" in the top left corner of the form you can use to make changes.
    Don't forget to register the modification by selecting "Modify".


    The closing date and hour of a sale. Can this be changed?

    If no bid is made, you can visit the sale after logging on.
    Select the link "Modify the sale" in the top left corner of the form you can use to make changes.

    Don't forget to register the modification by selecting "Modify".




    The sales. How can I administrate my sales?

    In the website menu bar, you can visit "My Delcampe".
    Here you can find the lists that allow you to administrate your sales, purchases, ...


    The emails sent when a lower bid is made. How can I make sure I don't receive them?

    You can indicate in your account parameters that you don't want to receive the emails that are sent when lower or group bids are made.

    Go to "My Delcampe" > "Messages" > "My e-mail parameters" and select "No" for: Email: Lower Bids...

    Don't forget to select "Modify" to register the changes.



    A search within my invoices. How can I do it?

    You have the possibility to perform a search within your invoices in "My Delcampe" > "Buy: Purchases" (if you are a buyer) or in "My Delcampe" > "Sell: Items sold" (if you are a seller).

    To perform this search, type the data in the field dedicated to this effect and select the type of data to be researched within:
    • personal item numbers (only for sellers with a Club+ Gold or Premium subscription)
    • titles
    • item numbers
    • invoice numbers (Only from the tab "Awaiting dispatch" or "Awaiting shipment")
    • invoice total
    • sellers'/ buyers' nicknames
    • sellers'/buyers' last and first names


    I have several invoices for the same buyer. How to group them?

    Grouping invoices can only be done if:
    • at least two unpaid invoices are in the tab "Invoiced"
    • at least one invoice is in the tab "To invoice" and at least one unpaid invoice is in the tab "Invoiced"

    In the first case, go to "My Delcampe","Sell: Sold items" and click on the tab "Invoiced".

    Select the invoices to group and click on the "Group" button.
    The new invoice will then be in the tab "To invoice" ; you will then be able to send it to the buyer with all the items concerned and adapt the charges if needed.
    Click on "Send the payment request" at the bottom of the page for the buyer to receive the new invoice.

    In the second case, go to "My Delcampe","Sell: Sold items" and click on the tab "To invoice".
    Click on "Invoice". If an invoice for the same buyer is also in the tab "Invoiced" and unpaid, you will then have the possibility to group or not the first invoice with the second one.

     


    A sale's invoice. How can I archive it?

    You can archive an invoice by going to "My Delcampe" > "Sell: Items sold" and select the tab "Awaiting payment", "Awaiting delivery" or "Delivered" (according to the status of the transaction). There select an invoice and click on "Archive" just right under it. You can also directly click on "Archive" on the right of the invoice according to its status.


    A sale. How can I retrieve a sale from my archive?

    You can retrieve an invoice from your archive by going to "My Delcampe" > "Sell: Items sold  and click on the tab "Archived". There select the invoice you want to retrieve from your archive and click on "Retrieve from archive".

    You can do the same operation by clicking directly on "Retrieve from archive" on the right of the invoice.

     



    Printing out and exporting sales lists. How to do it?

    Members of the Club+ Silver, Gold or Premium can print out and export sales lists from their Delcampe account.

    You can find all information about the Club+ by visiting the presentation page for Club+.

    To do that, you simply have to go to "My Delcampe" > "Sell" and to choose the folder containing your sales to be printed out or exported. There, go to the bottom of the page and select the option of your choice. Then, click on "OK" to continue.



    A sale invoice. How can I delete it from my archive?

    You can deleted an invoice from your archive by going to"My Delcampe" > "Sell: Sold items" and click on the tab "Closed (archive)". There select invoice you would like to delete and click on "Delete" just right below.

    You can do the same operation by clicking on "Delete" on the right of the invoice.


    A deleted sale invoice. How can I see it in my archive?

    To see a deleted invoice, go to "My Delcampe" > "Sell: Sold items" and click on the tab "Archived". There move your mouse over "Display" and select "See the deleted invoices".


    Edit a sale invoice. How to do it?

    If you have sent an invoice to your buyer and it contains an error, you have the possibilty to edit and resend it.

    To do this, go to “My Delcampe” > “Sell: Items sold” and select the tab “Invoiced”.
    There, click on the “More...” button on the right of the invoice concerned and select "See invoice".


    The visits and watching list counters. How do they work?

    When you go in "My Delcampe" > "Sell: Ongoing sales" or "Sell: Ongoing sales (with bids)", a column "Visit(s) / Watcher(s)" accounts for each sale the visits and the number of times the item was put in watching list. These figures are displayed for instance as follows:
    10 visit(s)
    3 watcher(s)

    When the counters are at zero, the icons are greyed out.
    The visits counter (on the left) calculates the number of visits to your sales, that is to say, the number of times the page presenting the sale has been accessed by a member.

    The watching list counter (on the right) calculates the number of members who have put your sale in their watching list.


    How to display images in my invoices?

    To display images in your invoices: Then select the tab of your choice.

    Move your mouse over "Options and display". Select "Show list: with images" and click on "Apply".


    See the items of my invoices. How to do it?

    By default, the items of your invoices are not visible.
     
    To be able to see them, go to “My Delcampe” > “Buy: Purchases” (if you are a buyer) or in “My Delcampe” > “Sell: Items sold” (if you are a seller).
     
    There, move your mouse over “Options and display” at the top of the table and check the box “Type of display: Detailed”.


    Administrating your account; My Delcampe,... - Administrating your control panel :
    My e-wallet - Opening an account, your password, turing number, uploading and retrieving funds, rates, payments,...

    The balance of my Skrill account. How can I check the balance of my Skrill account?

    General message:

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.

    The account balance of my Skrill account. How can I check the account balance of my Skrill account?

    You can check the balance on your Skrill account by clicking here.



    Direct debit in my account. Is this possible?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.

    Direct debit is available with Skrill but generates a cost of 8%.
    Consequently, this option isn't integrated in the e-wallet.

    Therefore, you will have to credit your account in advance before you buy items.



    Funds. How can I retrieve funds?

    General message:

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential

    However, you can benefit from Skrill assistance with the following link: click here.



    There are many ways to retrieve money from your Skrill account and the methods which are used most are bank transfers, checks or credit cards.

    You can retrieve funds from your account by visiting Skrill
    ... and select "withdraw" afterwards.

    Costs are charged when retrieving funds? You can find the rates by visiting "Fees".



    The Skrill password. How to choose the password?

    General message

    Delcampe and Skrill are separate institutions. Consequently, the support service provided by Delcampe can't assist during transactions with Skrill. Note that these transactions are confidential.

    However, you can benefit from Skrill assistance by clicking here.


    You can discover a presentation about Skrill' services by clicking here.


    Your Skrill password doesn't necessarily have to be the same as your Delcampe password. (We even recommend using different passwords). When creating your password, please mind the following principles:

    • Mind the letters (difference between normal and capital letters)
    • Consist of at least 6 characters
    • Consist of at least one letter (A-Z)
    • Consist of at least one character which isn't a letter (0-9, ., , ...)
    • It can't be the same password as your email address





    Administrating your account; My Delcampe,... - Administrating your control panel :
    The favourites bar - The favourites system, the watching list,...

    The favourites bar. What's the favourites bar?

    The favourites bar allows you to save the items you find interesting, your favourite sellers, but also your favourite categories and searches. It is also possible to apply a filter on a category, seller or keyword. The favourites also provide the opportunity to conduct a search within the item description.

    Your favourites will be immediately accessible at the bottom of the page when logging on and entering the website. All items on your watching list and all of your favourites are accessible at all times when selecting "My watching list" or "My favourite list" in the favourites bar.

    You can close the favourites bar by selecting "Close" in the top right corner.

    You can also hide the favourites bar by selecting "Hide". Consequently, the favourites bar will be made smaller and can be found in the left corner at the bottom of the page. The favourites bar will be represented by the following logo .
    Selecting this logo will open the favourites bar.


    The email alerts. What are email alerts?

    After you have created an alert for a favourite seller, you will receive an automatic message when this seller places new items on Delcampe.

    By creating an alert for your favourite search, you will receive an automatic message when new items that correspond to your search are placed on the website.

    By creating an alert for your favourite category, you will receive an automatic message when new items that correspond to that category are placed on the website.

    You can also receive one message about a seller, a search and a category.



    An item on my watching list. How can I remove an item from my watching list?

    To remove an item from your watching list, visit the favourites bar at the bottom of the page and select "My watching list".

    Afterwards, select "Delete" to remove the item from your watching list. Consequently, the item will be automatically removed from your Watching list, as well as the corresponding email alert.


    A search. How can I add a search to my favourites list?

    To add a search to your favourites, you can search on Delcampe.

    Please select one of the following possibilities when searching: "one word", "All words" or "Exact sentence".
    The more precise your search is, the better the result.

    For example: if you are looking for "New York" postcards.
    If you choose: "New York" and "One word", you will receive all items about "New" or "York". Consequently, postcard of York in England will also be included.

    If you want to have the best result possible, you can select "All words" or "Exact sentence".

    After you have made the search, select "Add this search to my favourites" next to this logo . The favourites bar will open and your favourite will be added automatically. Your favourites can be restricted to one Delcampe website (Stamps, postcards,....).
    Note that by using a good search, you can avoid receiving results for New York postcards if you are only interested in stamps of New York!



    My favourites list. How can I define my favourites to add an email alert?

    You can add an email alert to one of your favourites by selecting the favourites bar at the bottom of the page and select "My favourite lists".

    Afterwards, you will have to tick the box "Email alert". You can also define the number of items you want to receive in this mail.


    My watching list. How can I add an item to my watching list?

    The watching list contains all the items that you would like to buy or on which you would like to make a bid.

    You can also add an item to your watching list by clicking on  "Add this item to my watching list" on the item description page, next to this logo . The favorites bar will open and the item will immediately be added.

    You can check, at any time, your watching list by clicking on your favourites bar or by going to "My Delcampe" > "Buy: Watching list". You also have the possibility to sort your favourites by ending date, seller, title or item number.


    A seller. How can I add a seller to my favourites list?

    You can add a seller to your Favourites list on the item's description page or the profile page of a seller by selecting "Add this seller to my favourites", next to the logo . The favourites bar will open and your favourite will be added automatically.


    An email alert. How can I remove an email alert?

    You can remove email alerts from your favourites, by visiting the favourites bar at the bottom of the page and select "My favourite lists".

    Afterwards, you can select "Email alert" if you want to stop receiving emails.


    An item on your watching list. How can I ensure I receive a mail before the end of the sale?

    To ensure you receive a mail before the end of the sale, please visit the favourites bar and select Watching list.

    Select "Alert". You will have the following options:
    • Do not warn me when the auction is ending
    • Warn me 6h before the end of the auction
    • Warn me 12h before the end of the auction
    • Warn me 24h before the end of the auction
    You can eventually add a note and validate your choice by selecting "Modify".


    A category. How can I add a category to my list of favourites?

    You can add a category to your list of favourites by visiting Browse categories or by entering a search on Delcampe.

    After the search has been made, you can select the link "Add this category to my favourites" next to the logo . The favourites bar will open and your list of favourites will be updated immediately.


    A favourite. How can I remove a favourite?

    You can delete a favourite by visiting the favourites bar and select "My favourite lists" at the bottom of the page.

    Select "Delete" to remove the favourite and the corresponding email alert.


    Administrating your account; My Delcampe,... - Administrating your control panel :
    My feedback - The feedback system, calculating your overall feedback score, evaluations received on other websites, updating your profile,...

    The feedback system. What's the feedback system?

    After each transaction (sale/purchase), you can give feedback to the member you have made the transaction with. This allows members to build a reputation based on their past transactions.

    Giving feedback isn't obligatory but we strongly recommend giving feedback because it's a sign of respect amongst members.




    My seller/buyer refuses to give me feedback. What can I do?

    Giving feedback isn't obligatory but we strongly recommend to give feedback because it's a sign of respect between members.
    The best thing is to contact the member and to ask again.
    You can preferably send a message by using the website's message system so the member can receive the message even if he has problems with his personal email address because a copy can be read in "My messages".



    Feedback. Who has to give feedback first? The seller or the buyer?

    There is no exact rule about this topic. However, we advise our members to wait with giving feedback until the payment is made and the item is received so the buyer and seller can give feedback according to the way the whole transaction was completed.


    Feedback. How can I change feedback?

    If needed, you can change a feedback you have given.

    A feedback can ONLY be changed into a higher feedback (for example, from 50% to 100%).
    A 100% feedback cannot be changed into a  0% feedback but it is possible to change 100% feedback into a "neutral" feedback.
    An exception is nevertheless made in case you have given a wrong feedback by mistake and you have not received any feedback. In this case, a 4-hours delay is given to you in order to modify it.
    You can change a feedback by going to  "My Delcampe" > "Account" > " My feedbacks: Given feedbacks".
    Here you can find the sale for which you want to change the feedback and select "modify this feedback" at the right.


    Feedback. How can I understand the feedback?

    Here are a few examples (here, with nickname Sdelcampe) :


    Sdelcampe(100% - 100x)

    Analysis: Sdelcampe has received 100x evaluations with an average score of 100%.
    Conclusion: Sdelcampe is highly recommended by the people who have completed transactions with him.


    Sdelcampe(50% - 10x)

    Analysis: Sdelcampe has received 10x evaluations with an average score of 50%.
    Conclusion: Sdelcampe isn't recommended by all people who have completed transactions with him.


    Sdelcampe(0% - 10x)

    Analysis: Sdelcampe has received 10x evaluations with an average score of 0%.
    Conclusion: Sdelcampe isn't recommended by any of the people who have completed transactions with him. His account will soon be closed by the Delcampe support team.


    Feedback. How can I give feedback?

    You can give a feedback by going to:

    • The presentation page of the sale. At the bottom of the page, click on the "Feedbacks" tab where you can give your feedback.
    • Or in "My Delcampe > Account > "My feedbacks: Leave feedbacks":
    • Or in "My Delcampe" > "Buy: Purchases" (if you are a buyer) or in "My Delcampe" > "Sell: Items sold" (if you are a seller).

    Here you can give a feedback for the sale of your choice..

    If you want to check if the feedback has been received by your vis-à-vis, you can visit the presentation page of the sale or by clicking on your nickname and consult "My given feedback" or by visiting "My Delcampe > Account > My feedbacks: Given feedbacks".

    Caution: a feedback can only be given within 2 months following the closure of the sale. An exception is nevertheless made if you wish to give a 100% feedback. It is then possible to give this feedback up to 4 months after the end of the sale.



    Received feedback. How can I answer received feedback?

    Please visit "My Delcampe" > "Account" > "My feedbacks: Received feedbacks"
    Here you can select "Reply to this feedback ". As a reminder, the maximum time to give a feedback and to respond to it is 2 months. In case of a last minute feedback, the response time of 2 months will be extended by 3 days.


    Feedback. How can I find out if I've received feedback?

    You will receive an automatic email when you receive feedback from another member and a message will be sent to My messages.


    Administrating your account; My Delcampe,... - Administrating your control panel :
    My messages - consulting messages and determine the parameters

    A member. How can I contact a member in private?

    By clicking on his/her nickname, you will be able to access this member's profile. Then, select "contact".
    The member will receive a message in "My Delcampe" > "Messages: My received messages" and a copy is sent to his/her personal email address.



    A lower bid. What do I do when I receive a lower bid?


    When the seller receives a lower bid, he/she has 3 choices:

    • Accept the lower bid and close the sale immediately (the member who made the lower bid thus wins the item immediately).
    • Accept the bid but keep the item at auction (the first bid of the auction will be automatically placed by the member who has offered the lower bid. The auction will be relaunched for a period of time going from 1 to 7 day(s) according to the seller's decision.
    • Refuse the lower bid and propose a counter-offer.
    • Refuse the lower bid and leave the sale as it is.



     



    Administrating your account; My Delcampe,... - Administrating your control panel :
    The Delcampe Lister - The Delcampe LISTER is a program which enables you to rapidly and efficiently add a large number of sales without having to be online.

    The Delcampe Lister. How does it work?

    After the Lister has been installed and started, you can see that the LISTER v3 is divided into 3 zones:

    - On top, you will find the buttons for listing items on the Delcampe website, importing and exporting item lists and entering the options menu. In the right corner, you will find the button which you can use to change the language of the LISTER.

    - On the left hand side, you will find a list of files, together with the buttons which enable you to work with those files. These files will allow you to order your items in an efficient way. You can add and delete files according to your preference and add a description to each file.

    - You can check a list of the items which have already been created on the rest of the screen. Above this list, you are also able to find permanent buttons for adding, copying or modifying an item. Under the list of items, you will find permanent buttons for deleting or moving the selected items.


    The first thing which needs to be done after installing the LISTER is entering the options menu to determine a number of useful parameters like the currency you would like to use or the time zone. To add your first item, please select "Add" and enter the data of this item. Afterwards, you can select "Next" to advance. When the information is complete, you can select "Add item" to place the item in your list. If you want to modify or copy an item, please select the right button and click. When your items are ready to be placed on the Delcampe website, you can select "Send items".


    A CSV file. What is it?

    A "CSV" file (Comma-Separated Values) is file format which data are separated by commas and semicolons. This format can be read by software such as "Excel" or others.

    For instance, when opening a "CSV" file in a text editor, the content will appear like this:

    "
    "Michael";"Smith";"2nd Street, 89";...
    "

    In a software such as "Excel", the content will look like this:

    Michael Smith 2nd Street, 89 ...


    This file format can be used via the Delcampe Lister or even to keep track of your of bids/ sales of your Delcampe account.


    The Delcampe Lister. What's the Delcampe Lister?

    The LISTER is a program which you can download and install on your computer and will enable you to prepare item lists without having to be online.

    It is a powerful tool which will make listing much more easy and you will only have to be online when inserting your items into the Delcampe website.

    For more information and to download the "LISTER", please consult the following link: The Lister


    How can I import my current sales from other websites (like eBay TM, etc.) into the Lister v3?

    The procedure is very simple and is explained in the Delcampe Lister v3 by selecting "Import", selecting the importation type, for example "eBay Turbo Lister(?)". A link "More information..." will appear and the different steps of the importation process will be explained.


    A CSV file. How to create one starting from a spreadsheet?

    You can create a "CSV file" starting from programs like "Excel" or "OpenOffice".

    You can find all necessary information by visiting:
    http://www.delcampe-static.net/data/lister/Lister_v3_helpCsv_en.html


    How do I import my items from the Delcampe Lister v2 to the Delcampe Lister v3?

    The importation process can be completed in two steps:
    1. Create a CSV-file by using the LISTER v2. This file will contain the items which need to be imported.
    2. Import the file into the LISTER v3. It will now contain your items.

    Here is a detailed description of the steps which need to be followed:

    Step 1: create a CSV-file with the LISTER v2
    • Open the LISTER v2.
    • Select "File" > "CSV" > "Export CSV".
    • A window will open, asking you to specify the name and the place where you would want to save the CSV-file. When this step has been completed, save the file.

    Step 2: Import the CSV-file in the LISTER v3
    • Open the LISTER v3.
    • Select the button "Import".
    • Select the button "Select". A new window will open for you to select the file which has been saved during step 1.
    • Select the folder in which you want to place the items.
    • Select "OK". After a few seconds, your items will appear in the LISTER v3.


    What can I do when I encounter problems while downloading or installing the Lister?

    In case a security or anti virus program is installed on your computer, it could prevent you from downloading or installing the LISTER.
    To avoid this difficulty, you can change the settings of your security program or anti virus program.


    How can I personalize the Lister Delcampe?

    It is possible to change the following parameters in the LISTER v3 for your own convenience: the currency, the time zone, the language, the order and width of the columns...

    You can change the parameters of the LISTER v3 by visiting "Options".

    In the right corner, you will find the "Language" button which you can use to choose which of the 6 languages you want to use.


    My items in the Delcampe Lister. Are they saved automatically?

    Yes. When closing the LISTER v3, the items included in the list will be saved automatically.


    What is the function of the options' default values?

    Thanks to the default values in the LISTER v3, you will only have to enter the values you would like to use when creating an item once. When the values have been determined, they will be saved.


    How to save Lister data?

    In case you format your computer, transfer your data to another computer or make a backup:

    For a traditional backup:

    In your Lister, simply click the "Save" located in the top banner. A window "Save" then opens. You must choose a backup folder, click "Choose" to browse to the folder where you want to make your backup. Confirm by clicking "OK".

    A backup progress bar will appear. Once the items exported and saved, a window "Information" will appear to confirm that the procedure has been successful.

    If you encounter any difficulties in the process of traditional backup:

    For a manual backup:

    You must first copy the files "data" and "pictures". These files are located in c:/documents and settings/user/delcampelister..../local store. Beware, the path may be different depending on your operating system.

    Copy the folders "data" and "pictures" found in "resources" and paste them in the backup folder. It is to be recorded on an external hard drive or partition that is not under Windows so as to avoid suppression during formatting. Repeat the copy/ paste operation until the restoration is possible in the Lister.

    Then reinstall the Lister. Copy and paste the files "data" and "pictures" in c:/documents and settings/user/delcampelister..../local store. They will replace those created when reinstalling.


    Discover the tools and specialized services - Recommended tools, Delcampe services and tools, specialized websites :
    Recommended tools - Mozilla Firefox and Picasa

    Mozilla Firefox. How can I download and install Mozilla Firefox for free?

    You can download and install Firefox for free by clicking here.



    Discover the tools and specialized services - Recommended tools, Delcampe services and tools, specialized websites :
    The Delcampe services - International Collectors Events Diary, sponsoring your event, refunding your adds, list of collectibles websites, partnerships,...

    Does Delcampe buy, sell or exchange items?

    Delcampe doesn't buy, exchange or sells anything and we are only mediators.

    The seller places the items on the website and the buyer makes a bid.

    At the end of a sale, the seller and buyer receive each other's data so they can establish contact and determine the payment method together with the shipping fee.

    To complete a transaction, the buyer has to pay the item and after the payment is received, the seller can send the item.

    To see how reliable a seller or a buyer are, you can see what feedback they have received in the past by clicking on the member's nickname.



    To have your event sponsored. How do I get my event sponsored?

    There are two possibilities to increase the visibility of your event by using our website:

    • If you haven't printed your flyers and posters, we can become your "Official Sponsor". Your event will be placed on top of the events list with title in bold on a red background in our International Diary, which you can find by visiting "Community".

      We will also add your event to our newsletter preceding your event.

      Consequently, hundreds of thousands of collectors will notice your event and in return, Delcampe will be added to your flyers, posters and other equipment used to announce your event.

      You can find all information by visiting "Community > We are sponsoring your show!".
    • If your flyers and posters are already printed, you can add your event to the list of events for free in our "International Collectors Events Diary", which you can find by visiting the part"Community" of our website.


    The International collector's Events Diary. How can I consult the diary and add events?

    Go to the website's menu bar and choose:

    "Community" > "International Collectors Events Diary".



    Philatelic experts. Where can I find philatelic experts?

    You can find a list of experts by visiting:
    http://www.philaguide.com/experts.htm


    A partnership with Delcampe. How can I establish a partnership with Delcampe?

    You can become a partner by visiting "Become a partner".


    Discover the tools and specialized services - Recommended tools, Delcampe services and tools, specialized websites :
    The Delcampe tools - The Delcampe store, the Delcampe toolbar, the automatic translator, the converter, the Lister,...

    The symbols to indicate the status. What are the symbols to indicate the status?

    The follow-up icons enable you to see the several stages of a transaction. When buying or selling an item, the follow-up icons are available in "My Delcampe" > "Buy: Purchases" (In case you are a buyer) or in "My Delcampe" > "Sell: Sold items" (in case you are a seller).

    Those icons enables you to know if :
    • The payment was asked (by the seller)
    • The payment was sent (by the buyer)
    • The payment was received (by the seller)
    • The item was sent (by the seller)
    • The item was received (by the buyer)

    These icons are colored:
    • manually by the buyer or the seller according to the transaction status
    • automatically by the system according to certain operations


    The automatic translator. How can I find the automatic translator and how can I use it?

    You can use Google automatic translator via our website. Go to "My Delcampe" > "Automatic translator" or click here.



    The seller's store. How can I obtain a seller's store?

    All sellers have a store and link towards it and they automatically obtain it.
    You can access your store by adding your nickname to the following link "":

    http://www.delcampe.net/stores/
     


    The currency converter. How can I find and use the currency converter?

    You can use the currency converter by visiting the main page of the Delcampe website.
    In the top right corner, you will find three little logo's. Select the logo at the right side of the little fish or click here.

    Next, you enter the amount you wish to convert, select the source currency and select "How much?"



    The follow-up icons. Are they automatically checked when I make a payment?

    Yes, for payments via PayPal or Skrill, made through the Delcampe website or after requesting the payment information from your account for the other methods.

    For a payment via PayPal or Skrill, go to "My Delcampe" > "Buy: Purchases" and select the tab "Awaiting payment". Click on "Pay this invoice" and follow the different steps. When the payment will have been done, the follow-up icons "Payment sent" and "Payment received" will be automatically checked.

    For a payment via any other payment method, go to "My Delcampe" > "Buy: Purchases" and select the tab "Awaiting payment". Click on "Pay this invoice" and follow the different steps. The follow-up icon "Payment sent" will be automatically checked after clicking on the button "Close and mark all these items as paid".


    Discover the tools and specialized services - Recommended tools, Delcampe services and tools, specialized websites :
    The favourites bar - The favourites system, the watching list,...

    The favourites bar. What's the favourites bar?

    The favourites bar allows you to save the items you find interesting, your favourite sellers, but also your favourite categories and searches. It is also possible to apply a filter on a category, seller or keyword. The favourites also provide the opportunity to conduct a search within the item description.

    Your favourites will be immediately accessible at the bottom of the page when logging on and entering the website. All items on your watching list and all of your favourites are accessible at all times when selecting "My watching list" or "My favourite list" in the favourites bar.

    You can close the favourites bar by selecting "Close" in the top right corner.

    You can also hide the favourites bar by selecting "Hide". Consequently, the favourites bar will be made smaller and can be found in the left corner at the bottom of the page. The favourites bar will be represented by the following logo .
    Selecting this logo will open the favourites bar.


    The email alerts. What are email alerts?

    After you have created an alert for a favourite seller, you will receive an automatic message when this seller places new items on Delcampe.

    By creating an alert for your favourite search, you will receive an automatic message when new items that correspond to your search are placed on the website.

    By creating an alert for your favourite category, you will receive an automatic message when new items that correspond to that category are placed on the website.

    You can also receive one message about a seller, a search and a category.



    An item on my watching list. How can I remove an item from my watching list?

    To remove an item from your watching list, visit the favourites bar at the bottom of the page and select "My watching list".

    Afterwards, select "Delete" to remove the item from your watching list. Consequently, the item will be automatically removed from your Watching list, as well as the corresponding email alert.


    A search. How can I add a search to my favourites list?

    To add a search to your favourites, you can search on Delcampe.

    Please select one of the following possibilities when searching: "one word", "All words" or "Exact sentence".
    The more precise your search is, the better the result.

    For example: if you are looking for "New York" postcards.
    If you choose: "New York" and "One word", you will receive all items about "New" or "York". Consequently, postcard of York in England will also be included.

    If you want to have the best result possible, you can select "All words" or "Exact sentence".

    After you have made the search, select "Add this search to my favourites" next to this logo . The favourites bar will open and your favourite will be added automatically. Your favourites can be restricted to one Delcampe website (Stamps, postcards,....).
    Note that by using a good search, you can avoid receiving results for New York postcards if you are only interested in stamps of New York!



    My favourites list. How can I define my favourites to add an email alert?

    You can add an email alert to one of your favourites by selecting the favourites bar at the bottom of the page and select "My favourite lists".

    Afterwards, you will have to tick the box "Email alert". You can also define the number of items you want to receive in this mail.


    My watching list. How can I add an item to my watching list?

    The watching list contains all the items that you would like to buy or on which you would like to make a bid.

    You can also add an item to your watching list by clicking on  "Add this item to my watching list" on the item description page, next to this logo . The favorites bar will open and the item will immediately be added.

    You can check, at any time, your watching list by clicking on your favourites bar or by going to "My Delcampe" > "Buy: Watching list". You also have the possibility to sort your favourites by ending date, seller, title or item number.


    A seller. How can I add a seller to my favourites list?

    You can add a seller to your Favourites list on the item's description page or the profile page of a seller by selecting "Add this seller to my favourites", next to the logo . The favourites bar will open and your favourite will be added automatically.


    An email alert. How can I remove an email alert?

    You can remove email alerts from your favourites, by visiting the favourites bar at the bottom of the page and select "My favourite lists".

    Afterwards, you can select "Email alert" if you want to stop receiving emails.


    An item on your watching list. How can I ensure I receive a mail before the end of the sale?

    To ensure you receive a mail before the end of the sale, please visit the favourites bar and select Watching list.

    Select "Alert". You will have the following options:
    • Do not warn me when the auction is ending
    • Warn me 6h before the end of the auction
    • Warn me 12h before the end of the auction
    • Warn me 24h before the end of the auction
    You can eventually add a note and validate your choice by selecting "Modify".


    A category. How can I add a category to my list of favourites?

    You can add a category to your list of favourites by visiting Browse categories or by entering a search on Delcampe.

    After the search has been made, you can select the link "Add this category to my favourites" next to the logo . The favourites bar will open and your list of favourites will be updated immediately.


    A favourite. How can I remove a favourite?

    You can delete a favourite by visiting the favourites bar and select "My favourite lists" at the bottom of the page.

    Select "Delete" to remove the favourite and the corresponding email alert.


    I do not see the items of a seller in my email alerts. How come?

    It is possible that you have placed this member in your sellers' blacklist. Therefore, his/ her items no longer appear in your emails alerts.

    To remove a member from your blacklist, go to "My Delcampe" > "Account" > "My blacklists: List of sellers". Then simply click on the link "Withdraw" in front of the nickname placed in blacklist.


    Discover the tools and specialized services - Recommended tools, Delcampe services and tools, specialized websites :
    The Delcampe Lister - The Delcampe LISTER is a program which enables you to rapidly and efficiently add a large number of sales without having to be online.

    The Delcampe Lister. How does it work?

    After the Lister has been installed and started, you can see that the LISTER v3 is divided into 3 zones:

    - On top, you will find the buttons for listing items on the Delcampe website, importing and exporting item lists and entering the options menu. In the right corner, you will find the button which you can use to change the language of the LISTER.

    - On the left hand side, you will find a list of files, together with the buttons which enable you to work with those files. These files will allow you to order your items in an efficient way. You can add and delete files according to your preference and add a description to each file.

    - You can check a list of the items which have already been created on the rest of the screen. Above this list, you are also able to find permanent buttons for adding, copying or modifying an item. Under the list of items, you will find permanent buttons for deleting or moving the selected items.


    The first thing which needs to be done after installing the LISTER is entering the options menu to determine a number of useful parameters like the currency you would like to use or the time zone. To add your first item, please select "Add" and enter the data of this item. Afterwards, you can select "Next" to advance. When the information is complete, you can select "Add item" to place the item in your list. If you want to modify or copy an item, please select the right button and click. When your items are ready to be placed on the Delcampe website, you can select "Send items".


    A CSV file. What is it?

    A "CSV" file (Comma-Separated Values) is file format which data are separated by commas and semicolons. This format can be read by software such as "Excel" or others.

    For instance, when opening a "CSV" file in a text editor, the content will appear like this:

    "
    "Michael";"Smith";"2nd Street, 89";...
    "

    In a software such as "Excel", the content will look like this:

    Michael Smith 2nd Street, 89 ...


    This file format can be used via the Delcampe Lister or even to keep track of your of bids/ sales of your Delcampe account.


    How can I import my current sales from other websites (like eBay TM, etc.) into the Lister v3?

    The procedure is very simple and is explained in the Delcampe Lister v3 by selecting "Import", selecting the importation type, for example "eBay Turbo Lister(?)". A link "More information..." will appear and the different steps of the importation process will be explained.


    A CSV file. How to create one starting from a spreadsheet?

    You can create a "CSV file" starting from programs like "Excel" or "OpenOffice".

    You can find all necessary information by visiting:
    http://www.delcampe-static.net/data/lister/Lister_v3_helpCsv_en.html


    How do I import my items from the Delcampe Lister v2 to the Delcampe Lister v3?

    The importation process can be completed in two steps:
    1. Create a CSV-file by using the LISTER v2. This file will contain the items which need to be imported.
    2. Import the file into the LISTER v3. It will now contain your items.

    Here is a detailed description of the steps which need to be followed:

    Step 1: create a CSV-file with the LISTER v2
    • Open the LISTER v2.
    • Select "File" > "CSV" > "Export CSV".
    • A window will open, asking you to specify the name and the place where you would want to save the CSV-file. When this step has been completed, save the file.

    Step 2: Import the CSV-file in the LISTER v3
    • Open the LISTER v3.
    • Select the button "Import".
    • Select the button "Select". A new window will open for you to select the file which has been saved during step 1.
    • Select the folder in which you want to place the items.
    • Select "OK". After a few seconds, your items will appear in the LISTER v3.


    What can I do when I encounter problems while downloading or installing the Lister?

    In case a security or anti virus program is installed on your computer, it could prevent you from downloading or installing the LISTER.
    To avoid this difficulty, you can change the settings of your security program or anti virus program.


    How can I personalize the Lister Delcampe?

    It is possible to change the following parameters in the LISTER v3 for your own convenience: the currency, the time zone, the language, the order and width of the columns...

    You can change the parameters of the LISTER v3 by visiting "Options".

    In the right corner, you will find the "Language" button which you can use to choose which of the 6 languages you want to use.


    My items in the Delcampe Lister. Are they saved automatically?

    Yes. When closing the LISTER v3, the items included in the list will be saved automatically.


    What is the function of the options' default values?

    Thanks to the default values in the LISTER v3, you will only have to enter the values you would like to use when creating an item once. When the values have been determined, they will be saved.


    Discover the tools and specialized services - Recommended tools, Delcampe services and tools, specialized websites :
    Easy Uploader - Tool for bulk listing

    The matching of the columns in the Easy Uploader. How to do it?

    During the third step of the Easy Uploader, you will be asked to match your columns to the Delcampe template columns.
    If, at the first step, you specify that the first line does contain the columns title, the system will automatically match them with the Delcampe columns. You will also be asked to verify their matching.


    Here are the mandatory Delcampe columns to match:

    MANDATORY COLUMNS

    Column name

    Signification

    Specificities
    id_category The category number on Delcampe or your own category number Number corresponding to a Delcampe category (Categories list) or your own category number (with obligation to use the matching file)
    title The title of your item Can contain letters and numbers. Limited to 120 characters
    fixed_price The price for a fixed price sale Decimal number separated by a dot or a comma (decimal point)
    price_starting The starting price for an auction Decimal number separated by a dot or a comma (decimal point)


    If you have indicated other columns in your file, you can match them with the following Delcampe columns:

    OPTIONAL COLUMNS

    Column name

    Signification

    Specificities
    personal_reference Your personal reference for each item Can contain letters and numbers. Limited to 20 characters.
    id_item The item number Unique whole number. To be filled only in case of modification or deletion of the sales.
    description The description of the item Text
    price_increment The minimum increment for an auction Decimal number separated by a dot or a comma (decimal point). If nothing is indicated, the value by default is 0,01.
    currency The currency of the item Can only contain EUR, USD, GBP, CHF, CAD or AUD. If nothing is indicated, the currency by default will be the one of your Delcampe account.
    quantity The quantity of available items for a fixed price sale Unique whole number. If nothing is indicated, the value by default is 1.
    duration Duration of the sale in days Can only contain 7, 10, 14, 21 or 28. If nothing is indicated, the value by default is 7.
    date_end Ending date and hour of the sale YYYY-MM-DD HH:MM format. If this colum is filled, you do not have the fill in the "prefered_end_hour" and "prefered_end_day" columns. If you do not match any column with "date_end", the duration of the sale by default will be the one in the "duration" column which will be used for the automatic renewal (if the "renew" column is also indicated).
    prefered_end_hour The preferred ending hour of the sale HH:MM format. If nothing is indicated in this column and in "date_end", the value by default will be 13h.
    prefered_end_day The preferred ending date of the sale YYYY-MM-DD format. If nothing is indicated in this column, in "date_end" and in "duration", the preferred ending date will be minimum 7 days from the date of insertion and the sale will end the following Friday.
    images The image of the item URL (if the images are hosted on a server)
    or name of the image (if the images are stocked on your Hard Disk Drive).
    renew The number of automatic renewals Can only contain 0, 1, 2, 3, 4, 5, 10 or 99 (in correlation with the "duration" column). If nothing is indicated, the value by default is 0.
    price_reserve Auction sale with minimum sale price acceptance (paying option) Decimal number separated by a dot or a comma (decimal point). If nothing is indicated, there is no reserve price.
    option_lastminutebidding Last minute extension (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_privatebidding Private sale (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    subtitle The subtitle of the sale (paying option) Can contain letters and numbers. Limited to 120 characters
    option_boldtitle The title of the item is in bold letters (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_coloredborder A red edge will frame the sale in the items list (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_highlight The sale appears on a color background in the items list (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_toplisting The sale is displayed on top of the items list (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_topcategory The sale is displayed in the categories page and on top of the items list (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_topmain The sale is displayed on the homepage, in the categories page and on top of the items list (paying option) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.
    option_keepoptionsonrenewal Keep on using the options with automatic renewals (the cost of the options will be accounted for at each renewal) Can only contain 0 or 1 ("0" so as to not activate the option; "1" to activate the option). If nothing is indicated, the value by default is 0.


    The Easy Uploader. How to use it?

    Using the Easy Uploader is done in 7 steps:
    1. Import and file: you select the file and the type of importation
    2. Categories: you choose between the Delcampe categories or your personal categories
    3. Columns: you match the columns of your file with Delcampe columns
    4. Preview (without images): you can preview your sales without images
    5. Images (only if you wish to manually upload your images): you insert your images saved on your Hard Disk Drive
    6. Preview (with images): you can preview your sales with images
    7. Processing: you opt or not for the quick payment method and you can launch the processing of your file

    1st step: Import and file
    • Choose between a local file (on the Hard Disk Drive of your computer) and an hosted file (on a server)
    • Select the type of import according to whether you want to add, modify and/ or delete sales
    • Download one of our template files or use your file
    • If your file is located on your computer:
    • Indicate if the title of the columns is located on the first row
    • Choose if you are not using images or if they are located on your computer or on a server
    • Click on the "Next step" button
    • If your file is located on a server:
    • Provide the access path to your file and choose the type of file (Excel or CSV)
    • Indicate if registering details are needed to access the file
    • Indicate if the columns title are located on the first row
    • Click on the "Next step" button

    2nd step: Categories
    • Choose the official Delcampe categories or your personal categories (with matching to the Delcampe categories)
    • Click on the "Next step" button

    3rd step: Columns
    • Match the columns of your file with the Delcampe columns
    • Click on the "Next step" button

    4th step: Preview (without images)
    • During this step, the system will verify the validity of your items
    • Once finished, you can preview your items without images
    • Click on the "Next step" button

    5th step: Images
    • This step is only available if you have asked to manually upload your images from your Hard Disk Drive. In this case, a column must include the name of your images in your file
    • Click on "Add your images" and select one or more images on your Hard Disk Drive
    • Click on the "Next step" button

    6th step: Preview (with images)
    • During this step, the system will match your items with the given images
    • Once finished, you can preview your items with images
    • Click on the "Next step" button

    7th step: Processing
    • Choose between fast processing of your items or not. Slow processing allows you to keep the order of your items.
    • Check the case to confirm that you have read and accepted the rates and the Delcampe Terms & Conditions
    • Click on the "Start processing" button

    When the import is complete, you can consult your sales from your account by going to "My Delcampe" > "Sell: Ongoing sales".


    My images. How to add them when importing in the Easy Uploader?

    In order to add images when importing your file, you have the choice between two solutions:
    • The images are stocked on your Hard Disk Drive and you insert their name in the file
    • The images are stocked on your server and you insert the URL in your file

    Images stocked on your Hard Disk Drive

    In the column of the file corresponding with the images, you simply have to indicate the name of the image or the images that you will use for each item.
    For instance, the image entitled "item 1.jpg" must be indicated in the file "item 1.jpg". If you use other formats than "jpg", you only have to change the extension in the name of your image.
    If you wish to insert several images for a single item, each image name will have to be separated by a semi-colon without space: item 1.jpg;item 1bis.jpg

    When reaching step 5, you will have the possibility to select the images to be added to your items. For this, click on the button "Add images" and select the corresponding images.
    You can select several images at once by clicking on the "ctrl" key of your keypad and by clicking on each image. You can also select a series of images by clicking on the "shift" key (or "Capital letter") and by clicking on the first and last image.

    When you will reach the next step, the system will do the matching between the image and the name that you have provided in the file in order to assign them to each item.


    Images stocked on a server

    In the column of the file corresponding to the images, you only have to indicate the URL address for each item.
    For instance, for item 1 of your file, the URL that you will use might be http://mywebsite.net/image/1.jpg
    If you wish to insert several images for a single item, each URL will have to be separated by a semi-colon without space: http://mywebsite.net/image/1.jpg;http://mywebsite.net/image/1bis.jpg

    After step 4 of the import, your images will be automatically added to your items.


    The Easy Uploader. What is it?

    Easy Uploader is a tool for sellers who wish to place items on sale en masse on the Delcampe website. Every seller possessing a database (on their Hard Disk Drive or on a server) can send their sales to their store by an Excel or CSV file.
    In order to use this interface, go to "Sell" > "Easy Uploader".

    Easy Uploader allows you to:
    • Import your sales en masse via an Excel or CSV file (on your computer or on a server). You can use your own files or base yourself on the template files at your disposal
    • Modify or close the sales
    • Match your sales with the categories of the site
    • Send images from your computer or from a server
    • Quickly process a great number of sales


    An existing file or a template file for Easy Uploader. Which one to use?

    During the first step of the Easy Uploader, you have the choice between using our template files (recommended) or your own file.

    If you import your own file, you will be asked in one of the following steps to match your categories with ours.

    If you opt for one of our template files, you have the choice between: By using one of these template files and completing it, the matching of your columns with ours will be automated.


    The matching of the categories in the Easy Uploader. How to do it?

    During the second step of the Easy Uploader, you have the choice between two possibilities:
    • The numbers of the categories of your files are based on the official Delcampe categories
    • The numbers of the categories of your file are based on your personal categories

    For the first possibility, you have used the numbers of the Delcampe categories.

    For the second possibility, you have used your own category numbers. In this case, you will be invited to do the matching with Delcampe categories numbers.
    For this, click on the link "Download the template file for the matching of your categories with ours". In the first column, indicate your numbers. In the second one, indicate the corresponding Delcampe categories numbers. Once done, save the file on your computer. Then click on the link "Add a new file for the matching of your categories with ours or select an existing file" and follow the steps.

    For each new import, you will be able to re-use the same matching file for the categories or generate a new one and add it to the first one.


    My sales via the Easy Uploader. Are they placed on a national site or on the international site?

    When you import your sales via the Easy Uploader, the system will base itself on the country entered in your contact details to put them on that national site. In case no national site does correspond, the sales will be put by default on the international website.

    If you have specified a currency for your sales in the imported file and it does not match the accounting currency of your account, the sales will also be put by default on the international website.


    I have auction and fixed price sales. How to fill in the file for the Easy Uploader?

    If you use your own file, it will have to include three columns that you can entitle at your convenience. The following terms are an example:
    • fixed price
    • starting price
    • minimum increment
    For the fixed price sales, you will only have to fill in the "fixed price" column.
    For the auctions, you will have to indicate a starting price and the minimum increment.


    If you use a template file (Auctions and fixed prices), you will also have three columns entitled:
    • fixed_price
    • price_starting
    • price_increment
    For the fixed-price sales, you will only have to fill in the "fixed_price" column.
    For the auctions, you will have to provide a starting price (price_starting) and the minimum increment (price_increment).


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