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AtomMarkt - High End Online Auctions-Sale

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Frequently Asked Questions

Here you can find the most frequently asked questions about our platform as well as the answers.

What should I do if the delivered object is not the same as described?
If you got an item you believe is not authentic, please contact us within three days. Apart from us, you should contact the seller as well to share your problem and try to solve it in the best possible way. You should also provide pictures of the item you received. Be sure to do it within 3 days, because after that, your payment will be processed and we won’t be able to guarantee a refund.
I have an additional question about an item.
Our sellers will give a complete description of an item. You should carefully read the description and go through the attached images. If this still doesn't answer your question contact us and someone from our support team will assist you.
Why haven't I received my item yet?
This can happen sometimes, especially with international shipments. You will typically be provided with an estimated delivery date that you can view from your purchase history. If your object is still not delivered within 20 days of the seller shipping the package, please contact us.
I sold an item. How do I arrange the pick-up?
If the item is not picked up within 10 days, you can connect with your buyer through your order detail page. If the buyer isn't responding contact our support team. If the third person is collecting your item, be sure that you previously discussed all the details with the buyer. If the buyer changed his opinion about the way he wants his item to be delivered, we suggest you be flexible and keep your sale.
When can I expect the payment for my sold item to be processed?

When we receive the buyer's payment, you will be notified that you have 3 working days to send the order. Sellers can choose between the following payment frequencies:


              Every day

              Once a week

              Every two weeks

              Once a month

Once buyers receive the order, they’ll have 24 hours to check it out and report any possible problems. Your payment will be scheduled on the 2nd day. Also, it’s good to know that payments are only processed on working days.

I have trouble signing in. How can it be sorted out?
If you can not log in to your account try following those steps. 1.Be sure that your account is activated. Check your email for a confirmation link.2.Be sure you entered your password correctly. 3.Delete your cookies, since it may save your old passwords. If you still can't log in please contact us and our experts will get back to you as soon as possible.
I can’t contact the seller, what should be my next step?
Our sellers are mostly cooperative and they respond within a day or two. If after 48 hours your question is still not answered, please contact us with all the details and questions, and we’ll get back to you as soon as possible.
Can I withdraw an item I already put for auction?
If your item is already accepted, you won’t be able to make any further changes.  In some circumstances, we can remove the item, but you will have to contact us as soon as possible. Make sure to contact our team at least 5 days before the end of the auction. We will review your request, and come back to you as soon as possible.
What should I do if an item I sold is damaged meanwhile?
Firstly try contacting the buyer and try to resolve this issue together. If the buyer didn't respond within three days be free to contact us along with the pictures and the details of the damage. Our experts will come back to you as soon as possible.
How can I contact the buyer of an item?
The first step is to go to your sold items list and click on ‘order details’ of a specific item. You should be able to see the ‘send message’ button. Try to communicate with buyers in their native language, or if that is not possible, we recommend using English.

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