Guidelines for brands

These rules apply to all brands on all marketplaces alike. They summarise what we expect from you when selling through our marketplaces and supplement the contractual terms; in case of conflict, the contractual terms prevail.

Products and product data

• Only products that fit the marketplace's category and that you may lawfully sell in the countries of your shipping regions. No counterfeits, no products with restricted distribution without the required proof.
• Complete and correct mandatory information: ingredients, allergens, quantities and unit prices, warnings, origin, responsible person, everything the law of the destination countries requires for your product. You are legally the seller, the information is yours.
• No claims you cannot substantiate. For food and food supplements the Health Claims Regulation applies, for cosmetics the Cosmetics Regulation: no promises of cures, no efficacy claims without authorisation, no "clinically proven" without evidence.
• Images and texts you hold the rights to. Product images show the product as it is delivered.
• Prices are final prices including VAT, as shown at checkout. A sale price is below your actual regular price, not below a comparison price raised for the purpose.

Orders and customers

• Ship within the promised delivery time (see Shipping and orders) and enter the tracking number so the customer can track the shipment.
• Reply to customer enquiries within two working days. A ticket that is waiting for you is marked in the Seller Center.
• Customer data only for the order. Name and address from an order serve shipping and handling. No adding to your mailing lists, no advertising, no passing on; the General Data Protection Regulation allows nothing else.
• No poaching from within the order: no inserts or messages meant to steer the customer's next purchase away from the marketplace.
• Accept and confirm returns as soon as the goods are back with you. The refund to the customer depends on your confirmation.

Creators and reviews

• Creator commitments apply to the sales made while they are in force, even if you change or end the commitment later.
• No bought or self-written reviews and no incentives for positive reviews.
• Advertising you run yourself (campaigns, your own channels) must be recognisable as such and follows the same rules for claims as your product page. What applies to creators who promote your products is set out in the creator handbook; the rules there are the same for all creators and all brands.

What happens in case of violations

We do not review products in advance (see Publishing products), but we do look. In case of a violation we remove the affected product from the shop and give the reason by email; in the Seller Center it remains visible as "Removed", with the reason. In case of serious or repeated violations we may suspend your brand.