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Mystery Box
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We're here to help
I'm a Seller
I'm a Seller
General
Account
Orders
Payment & Invoicing
Shipping
I'm a Buyer
General
Account
Orders
Payments & Invoicing
Shipping
Buy Now Pay Later
Mystery Box
Contact Us
I'm a Seller
I sell products on Creoate
General
What products are prohibited on CREOATE?
How should I link to CREOATE from my website?
How do I know if an e-mail is from Creoate?
How do I join?
How much does it cost?
What is Creoate?
What is the Seller SLA?
Why is a customer using my pictures?
What do I do if I receive a message from Creoate that I think is spam?
My customer hasn't responded in 2 days
How do I get my brand featured?
The site is not working properly.
How do I know if an SMS was from Creoate?
How long does it take to receive a solution once I speak to an agent on Live Chat and further investigation is required?
I'm not receiving email notifications from Creoate
Can I send samples?
Brexit Info
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Account
Shopify
How do I add products with variations?
How do I upload products to my store?
Why are my products not live?
How do I manage and upload products?
How do I edit products?
Can I message buyers?
Where can I find documentation for reporting purposes?
Why is my store on vacation?
What is vacation mode?
How do I set my store on vacation?
Can I offer a discount?
Can I put products on backorder?
Can I restrict countries?
How do I close my store and cancel my account?
What to do if I forgot my password?
How do I unsubscribe from newsletters?
Why is my store banner blurry?
How do I refer my current retailers?
Can I have products in more than one category?
What information is needed for me to list a product?
What to do if a retailer is not responding?
Can I integrate my warehouse or inventory system to Creoate?
How can I access my account?
Is inventory tracking important?
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Orders
What am I able to change in the customer's order?
What should I do if I am out of stock on items to send in an order?
How do I amend an order?
Can I export customer orders?
What if my customer does not accept the modification?
What is the protocol for damaged items?
What should I do if I need to delay an order?
Why was I charged commissions on an order where I referred the retailer?
What to do if my customer asks for replacements?
Can customers return items to me?
I don't want to send replacements
How do reviews work?
Can I make an edit to an order?
My customer did not reply to the modification request
Can I review a customer?
Can I reply to a customers review?
How do I cancel an order?
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Payment & Invoicing
How and when do I get paid?
Do I need an EORI number?
What is an EORI number?
Why do I have to wait 30 business days to be paid?
How do you calculate the currency exchange?
Can I choose the currency I receive in?
I have received an incorrect amount
Do I need to be VAT registered?
I haven't received my money
What's my payout currency?
Guidance on VAT estimation
How does VAT work?
How to check an order invoice?
Can I see all my orders statement?
Where can I see my invoices?
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Shipping
How do I get reimbursed if I self-ship?
Where is Creoate available?
Do I require to print and paste shipping labels?
Can I use my shipping courrier?
Mark an order as fulfilled
Can I change the customer's address?
My customer is being charged for delivery
Can I rebook a collection?
My parcel is delayed in transit
I missed a scheduled shipment
Will you charge me for Shipping?
Can I choose a collection time?
Do you reimburse me DDP if I self-ship?
Do I have to pay DDP when self-shipping?
What is DDP?
My parcel is stuck in customs
Do I need to include phytosanitary paperwork?
What is phytosanitary paperwork?
Do I need a MSDS certificate for all shipments?
What is a MSDS certificate?
Can I ship an order from two different locations?
My shipping address is different than my business address
Can I ship in 2 different times?
Shipping outside your home country
How to pack the order
How does shipping work?
What if the items get broken in transit?
Can I drop-off my parcel?
Can I change my pick-up address?
Heavy shipment charge
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