Contact with Whoppah

Once an item is bought, the seller is notified and they will create a shipping label. You will be notified when this happens and will receive updates from the carrier. We expect the seller to ship the item within 7 days. If this is not met, the seller will automatically receive an email with a reminder to ship the item as soon as possible and get in touch with you via the Whoppah chat.

If shipping fails, we will refund your purchase. If the seller cannot ship the item quickly, discuss this with them via chat to arrange a suitable solution. If you arrange delivery outside of Whoppah, you must inform us once the item is received to complete the order and release payment to the seller. If you arrange alternative shipping with the seller, payment for the item must still be processed through Whoppah. 

Once the item is received in good order, we can complete the sale and initiate the payment. If there are any problems with shipping or delivery, please contact us immediately.

Consumers who buy from professional sellers via Whoppah have the legal right of withdrawal. This means you can return the item within 14 days of receipt, provided you report this on time and return the item in its original condition.

Steps to follow:

• Mark the order as ‘dispute’ via the Whoppah chat.

• Then contact Whoppah’s support team, so the payment to the seller is paused.

• Notify the seller of the return via the chat.

• Return the item within 14 days of your notification, to the return address provided.

Who pays the return shipping?
The buyer covers the return shipping costs, unless the item does not match the listing—in that case, the seller pays for return shipping.

After the seller receives the item in good condition, the purchase price (excluding shipping and buyer protection fees)will be refunded via the original payment method.

Note: Any signs of use or decrease in value due to improper handling may be deducted from the refund.

Private sellers are not bound by the legal right of withdrawal. Returns are only possible if:

• the item significantly deviates from the listing;

• or if both buyer and seller mutually agree to return the item.

Steps to follow:

• Mark the order as ‘dispute’ via the Whoppah chat.

• Then contact Whoppah’s support team, so the payment is temporarily paused.

• Discuss the issue with the seller through the chat.

• Provide photos of the discrepancy or damage if needed.

• Whoppah can assist in mediating if the parties cannot reach a solution themselves.

A deviation applies if:

• the item arrives damaged, without this being disclosed in the ad;

• parts are missing;

• it is the wrong item (e.g., different color or material);

• the item turns out to be counterfeit.

In these cases, return costs are covered by the seller, and the buyer receives a full refund after the item is returned.

Buyers must report the issue within 2 days of delivery, via the Whoppah chat or by emailing support@whoppah.com, with clear photos.

If the item was damaged during shipping (e.g., due to poor packaging), you’ll need to submit a damage claim.

Steps to follow:

• Contact support@whoppah.com and send clear photos of both the damage and the packaging.

• Whoppah will assess the claim and may involve the transport partner.

📌 Learn more in the article “My item arrived damaged – what should I do?”, available under the Delivery category, in the Transport (& courier) subcategory.

• If the item does not match the listing, the seller pays.

• If you return the item for other reasons (e.g. you simply don’t like it), the buyer pays.

• For business sellers, return shipping under the right of withdrawal is usually at the buyer’s expense—unless there is non-conformity.

Yes. Buyer and seller may agree on an alternative, such as:

• a partial refund (compensation);

• keeping the item with a discount;

• arranging return shipping themselves.

Whoppah can help facilitate this once both parties agree.

1. Mark the order as ‘dispute’ in the Whoppah chat.

2. Then contact Whoppah support to ensure the payment is paused.

3. Report the issue via chat or email at support@whoppah.com.

4. Add clear photos showing the damage or issue.

5. Discuss the desired solution with the seller (e.g., return or compensation).

6. Once agreed, arrange the return (via your own transport or as agreed with the seller).

• Returns are only possible with business sellers (under the right of withdrawal) or if the item does not match the listing.

• Payment is only paused when:

  • the order is marked as ‘dispute’ in the Whoppah chat;

  • and this is reported to the support team.

• Refunds are issued only after the item is received in good condition.

• Shipping, return, and buyer protection fees are non-refundable, unless otherwise agreed or legally required.

Our customer service is available on working days from 09:00 to 17:30 CET, via support@whoppah.com

Whoppah works with various logistics parties that carefully transport the items from A to B. Is there transport damage and was the item not delivered by Brenger or by post? Then make sure you report it within 48 hours via our damage form . If you report the damage after 48 hours, we cannot process the claim. Indicate in the Whoppah Chat that something is wrong with the item so that the payment to the seller is paused.

Delivery with Brenger

If your item was delivered with Brenger, please contact Brenger directly. They have the same policy that damage claims are processed within 48 hours. Indicate in the Whoppah Chat that something is wrong with the item so that the payment to the seller is paused. 

Delivery by post

To generate shipping labels for parcel post, we work together with Sendcloud. If the parcel is lost or damaged during transport, they can file a claim with the relevant shipping company. In this case, we can submit a claim once we receive the following information:

• Photos of the outer packaging (including the shipping label)
• Photos of the inner packaging
• Photos of the damaged item
• A brief description of the damage

For any damage, the compensation and insurance conditions of the relevant parcel service apply. Below are the general terms and conditions, along with an indication of compensation in case of loss or damage:

• PostNL ( General terms and conditions ) - PostNL reimburses on the basis of AVC/CMR. Domestic: approximately €3.40 per kg. International transport = SDR 8.33
• GLS DE ( General terms and conditions ) - Deductible of €50 of the purchase value. Up to €500 for lost or damaged parcels.
• DPD ( General terms and conditions ) - Up to €520 for lost or damaged parcels
• DHL ServicePoint/DHL Home Delivery ( General terms and conditions ) - DHL ServicePoint/DHL Home Delivery reimburses on the basis of AVC/CMR. Domestic: approximately €3.40 per kg. International transport = SDR 8.33
• UPS Access Point ( Terms & conditions ) - Up to €85 for lost or damaged packages.

Please note that you must provide us with these details within 3 days, so the claim can be filed within the deadline set by the shipping companies. Let us know in Whoppah Chat that something's wrong with the item, so the payout to the seller is paused.

Once the buyer confirms receipt of the item — or once receipt is automatically approved if they don't respond in time — your payout is initiated. Stripe then needs to process that payout, which typically takes another 1–3 business days before the money actually lands in your account. So there are two separate moments here: when the payout starts, and when it actually arrives.

For postal, Brenger, and courier deliveries, this works automatically: if the buyer doesn't confirm receipt within 3 days of delivery, the payout is initiated anyway. Custom delivery and buyer pick-up are different — these always require explicit confirmation from the buyer before the payout can be initiated; there's no automatic fallback. The breakdown below covers both, per delivery method.

Where to check your payout status

You can find all your sales under "Sales" in your account. The payout status is shown there for each sale — click "Show more" for details on a specific sale, or download the sales invoice from the same page.

*Sold multiple items in the same period? Stripe consolidates the payouts into a single transfer.

When your payout gets initiated, by delivery method

Parcel post
The payout is initiated once the buyer confirms the item arrived in good condition. We ask for this confirmation automatically via WhatsApp, email, and chat as soon as the package is delivered. If the buyer doesn't respond within 3 days, receipt is approved automatically and the payout is initiated regardless. From there, Stripe takes about 1–3 business days to complete the transfer into your account.

Courier partner
The clock starts once the courier delivers the item to the buyer — note this may be a different date than when you handed the item over for pickup. The buyer then has 3 days to confirm the item arrived in good condition; if they don't respond in that window, receipt is automatically approved. Either way, once receipt is confirmed (manually or automatically), the payout is initiated, and Stripe takes roughly 1–3 business days from there to get it into your account, where it'll appear labelled "Stripe." Total time therefore depends on the delivery date, how quickly the buyer confirms, and Stripe's processing time.

Custom delivery (your own transport)
If you ship using your own delivery solution, the order won't update automatically once delivered. Contact customer support to have the order status changed to "delivered" — this triggers a notification asking the buyer to confirm the item arrived in good condition. Unlike postal, Brenger, and courier deliveries, there's no automatic fallback here — the payout is only initiated once the buyer actually confirms. Once they do, Stripe again needs about 1–3 business days to process it.

Buyer pick-up
The buyer needs to confirm receipt at the moment of pick-up for the payout to be initiated — as with custom delivery, there's no automatic fallback if they don't. Try to schedule pick-up within 10 days of the purchase. We recommend asking the buyer directly via Whoppah Chat to confirm receipt right after the pick-up happens, rather than waiting to see if they do it on their own — once they confirm, Stripe's usual 1–3 business day processing applies.

In short

• Custom delivery or pick-up: the payout is only initiated once the buyer confirms receipt — there's no automatic fallback for these methods. We advise asking the buyer directly via Whoppah Chat to confirm right after pick-up or delivery. If they still don't respond, contact support@whoppah.com with proof that the item was delivered or picked up.
• Parcel post, courier, or Brenger: the payout is initiated automatically 3 days after delivery if the buyer doesn't confirm receipt themselves.
• Either way, once initiated, allow Stripe roughly 1–3 business days to actually get the money into your account.

What is Stripe?

Whoppah uses Stripe, a trusted payment provider, to process payouts. Once a payout is initiated (via buyer confirmation or automatic approval, as described above), Stripe typically takes 1–3 business days to complete the transfer.

Payout initiated but hasn't arrived yet?

If a few business days have passed since your payout was initiated and it still hasn't shown up, work through these steps:

1. Check your details — go to "My Account" > "Payment Settings" and confirm your first name, last name, date of birth, and account number are entered correctly.
2. Check for open requests — under the same "Payment Settings" page, check whether Stripe has asked for any additional information.
3. If everything checks out — with correct details and no pending requests, the payment should process normally; no further action is needed.

Note: if the buyer reports the item wasn't received in good condition, the payout will be paused before it's even initiated. Resolve this with the buyer directly via Whoppah Chat first; once you've reached an agreement, contact our customer service to finalize it.

Why does Stripe need to collect, verify and retain my identity information?

In certain regions, our payment provider, Stripe, is mandated by law to collect, verify, and retain identity information about the individuals associated with a Stripe account. This is a requirement imposed by legislators and financial partners to ensure transparency and to prevent misuse of complex business structures for illegal activities such as financing terrorism, money laundering, tax evasion, and other financial crimes.

What happens if Stripe cannot automatically verify my identity?

If Stripe is unable to programmatically verify your business and/or identity when you register on Whoppah with a Stripe account, Stripe may request a government-issued photo ID to manually verify the information. If this is the case, you will be asked to log in to the Stripe dashboard and click on the notification at the top right to upload your documentation.

If your advertisement is being curated you've listed an item that falls in our Designer category. 

Your item will only appear in the Designer category if it comes from our list of recognized Designer brands. This process is automatic, so you cannot change it yourself. The "All" category includes every item listed on Whoppah. If your item resembles a design piece but isn’t from a recognized Designer brand, it will still be listed under "All" for interior enthusiasts to find.

Note: Haven't downloaded the label within the 3-day deadline? Then it's no longer possible to do this in the app. You can still download the label in the sale's chat by logging in at www.whoppah.com.

Getting an error when generating your shipping label? Try again first. If the error keeps appearing, it's usually due to one of the following:

1. The recipient entered an incorrect address.
2. The recipient lives in a country that isn't supported — usually the United Kingdom or other countries outside Europe, due to customs restrictions.
3. The product dimensions weren't filled in correctly.
   
   We always automatically receive a notification when generating a label fails. Our support team will investigate the cause, resolve it, and get in touch with you about it.
   
   Does the buyer live in the United Kingdom? Then you can go ahead and ship the item and purchase a shipping label yourself. Let us know once you've done this and send along the receipt — we'll then manually reimburse you for the shipping costs.