FAQ

General

What is Vanilla Steel?
Where is Vanilla Steel based?
Who are the shareholders of Vanilla Steel?
What kind of material is offered on Vanilla Steel?
Who are the suppliers of the material?
Why should my company register for Vanilla Steel?
Do I need to pay to use Vanilla Steel?
Can I order as a private customer?

Registration / Account

How can I register at Vanilla Steel?
I am already customer of one of your suppliers -  do I need to register?
What do do I do if I forgot my password?
What can I do if I cannot log in?
How can I change my user details?
Is my data safe?
How can I delete my account?

Bids & orders

How do I know if my bid is winning and I have material allocated?
How can I cancel or change my bid?
Who is issuing the Order Confirmation?
How can I change my delivery address?
Do I have the right to cancel my order?
How is the minimum price defined?
What is a "Buy Now" price and how does it work?
What are the classification rules for the different Choices: 1st, 2nd, 3rd and 4th?
Can I see the identity of the seller?
Can I see the identity of buyers bidding against me?
What do I do when I have complaints?
Are certificates provided for material on offer?
Are photos available for the material on offer?
Can I select individual material from a single auction?
What auction types (in terms of pricing) do you offer?
Is material listed on the platform exclusively offered on the platform?
Who is the contracting party when concluding a transaction?
What is the meaning of the different auction statuses?

Delivery

Where can I save different delivery addresses?
Can I pickup an order?
What are the delivery times?
What delivery terms do you offer?
What is the cost of logistics?
What regions do you deliver to?
Do you offer international shipping?

Payments & Invoicing

Which terms of payment do you offer?
Which payment methods do you offer?
I have questions regarding my invoice?
How can I change my billing address?
What currencies do you use?
Can I receive credit terms based on my current credit score/ rating?