Frequently asked questions
The most common questions grouped by topic. If yours is not here, write to us.
Account and KYC
Sign-up, identity verification and personal data.
Do I need to verify my identity to register?
Not to register and browse. Yes to buy pieces of €20.00 or more, to sell any piece or to withdraw funds.
How do I switch from private to professional account?
From My account → Profile. You'll need company tax ID, bank ownership proof and, where applicable, business registration.
What documents do I need for KYC?
Valid national ID, NIE or passport plus a selfie. Professionals also need company documents and an IBAN in your name.
Can I delete my account?
Yes, from My account → Profile → Delete account. If you have open operations or pending balances you must close them first.
Is my personal data shared with the seller?
The seller only sees your name, city and country until you confirm a purchase. Shipping address is shared once the piece is paid.
Buying and payments
Payment methods, bids, offers and escrow.
What payment methods do you accept?
Credit/debit card and SEPA transfer in euros. Other currencies are converted at the daily exchange rate.
When does the seller get paid?
When you confirm receipt or 24 hours after registered delivery without a dispute being opened.
What if the buyer does not receive the piece?
Open a dispute within 5 days of the estimated delivery date. The escrow locks automatically and the team investigates.
How does anti-sniping bidding work?
If someone bids in the last 2 minutes, the auction automatically extends 2 more minutes. So nobody wins with a last-second bid.
Can I cancel a purchase I have already paid for?
Only before the seller ships. Once in transit, you must receive the piece and, if there is a problem, open a dispute.
Selling and commissions
Publishing pieces, commissions and payouts.
How much does GSG charge per sale?
Default commission is 5% on the final price. Professionals and Premium pay less.
What products are forbidden?
Replicas, coins with current commercial use, stolen or illicit items and pieces without documented provenance when required.
How long does listing moderation take?
Under 24 business hours in most cases. You'll get a notification when it's approved or rejected.
When do I get paid for a sale?
After buyer confirmation or 24 hours after registered delivery without a dispute. Funds land on your verified IBAN.
What if the buyer opens a dispute?
The escrow locks. You have 72 hours to upload evidence (packaging video, carrier receipt). The team resolves afterwards.
Shipping and custody
Options, insurance and timing.
What is the difference between direct shipping and GSG custody?
In direct shipping you ship to the buyer while recording a packaging video. In GSG custody, you ship first to HQ, we verify the piece and we ship it ourselves with verification included.
Is insurance mandatory?
Yes, all shipments are insured at sale value. Insurance (0.5%) is paid by the buyer.
What if the parcel arrives damaged?
Record a continuous opening video. Open a dispute within 5 days and attach the video. Insurance covers documented damage.
Can I pick up the piece at GSG HQ?
Yes, for pieces under custody and by appointment. You'll need to show ID and sign the pickup receipt.
Disputes
When to open, evidence and resolution.
When can I open a dispute?
If you don't receive the piece, it doesn't match the listing, arrives damaged or you suspect it is fake. Deadline: 5 days from delivery.
What happens to the escrow when a dispute is opened?
It locks automatically. The seller cannot get paid until the disputes team resolves the case.
How long does dispute resolution take?
Each party has 72 hours to upload evidence. Typical resolution is 5 to 10 days depending on complexity.
Premium subscription
Benefits, billing and cancellation.
What does Premium include?
Reduced commissions, 4 listing boosts per month (7 days each), Premium badge and priority support.
How much does Premium cost?
€19.90 per month or €199.00 per year (two months free with the yearly plan).
Can I cancel my Premium subscription?
Yes, from My account → Subscription. When you cancel you keep the benefits until the end of the paid period.
Can't find what you're looking for?
Write to us and an agent will reply within 24 hours.