How do I check my order status?

Go to My orders from the user menu. There you will see all your orders with their current status and tracking number when available.

Why am I charged shipping when I win my first lot in a live?

When you win the first lot from a seller during a live, a package is automatically created in your name and the shipping cost for that lot's weight is charged. Shipping is handled by Krofter.

What is shipment grouping?

If you win more than one lot from the same seller during the same live stream (up to a maximum of 5 lots and 20 kg per package), they are grouped into a single shipment. As long as the accumulated weight stays within the same tier, you do NOT pay extra shipping.

How is my shipping cost calculated?

The cost is calculated automatically from the weight and dimensions declared by the seller. The system picks the tightest-fitting packaging and gets the carrier's rate in real time. The price you see includes VAT (21%).

What weight tiers are available?

The tiers correspond to standard packaging, from light envelopes to XXL boxes (up to 20 kg per package). You only pay the difference to the next tier if you exceed the weight limit.

What happens if I exceed 5 lots or 20 kg?

If your current package is full, the next lot won in the same live will be grouped into a new independent package with its own shipping cost. You will see the notice before bidding.

Can I be charged a surcharge after the live?

Yes, in two situations: (1) if the package weighs more than declared, or (2) if the seller needs a larger box. In both cases you receive a notification and must approve the charge before it is processed.

How long does shipping take?

The seller has a maximum of 5 calendar days after the live closes to prepare and generate the label. Transit times depend on the assigned carrier.

What happens if the seller doesn't ship the package?

If after 5 days the seller has not generated the label, the shipment is cancelled automatically and we refund all amounts to your card in full.

In which countries does Krofter operate?

Krofter operates in the European Union: Spain, France, Germany, Italy, Portugal, the Netherlands, Belgium, Austria, Ireland, Luxembourg, Greece, Finland. The currency is always the euro.

How long does a shipment within the EU take?

Domestic shipments usually arrive within 24-72 hours after the label is generated. Shipments between EU countries typically take between 3 and 7 working days. There are no customs or additional formalities within the single market.

Do they ship to the Canary Islands, Balearic Islands, Ceuta or Melilla?

Yes to all four. The Balearic Islands work like the mainland. The Canary Islands, Ceuta and Melilla are outside the mainland customs / VAT territory, so the buyer may have to pay IGIC (Canary Islands), IPSI (Ceuta/Melilla) and the customs clearance when receiving the package.

Can I buy from outside the EU?

Not for now. Krofter is limited to shipping addresses within the supported EU. If your country is outside it, you can sign up for the waiting list (LATAM, UK, Switzerland and others will arrive progressively).