Answers about buying, selling, Verification, shipping, payment and security on ERTZU.
ERTZU is a Verification-based marketplace for high-quality, rare and special fragrances. Every fragrance sold is first sent to ERTZU, checked and only forwarded to the buyer after Verification has been passed.
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Basics of the marketplace, permitted products and the role of ERTZU.
ERTZU is a marketplace for high-quality, rare and special fragrances. The difference to classic classified ads or normal online marketplaces: Every fragrance sold is first sent to ERTZU and verified there before it is forwarded to the buyer.
This creates a controlled process for both sides: buyers receive verified products, sellers benefit from a clearly documented process.
No. ERTZU does not buy fragrances itself and does not resell them as its own retailer. ERTZU is a marketplace and intermediary.
The purchase generally takes place between buyer and seller. ERTZU accompanies the transaction via platform, payment, shipping and Verification.
In many marketplaces, the seller ships directly to the buyer. As a result, the buyer often bears the risk as to whether the product is genuine, whether the condition is correct or whether the description was correct.
At ERTZU things work differently: seller - ERTZU Verification centre - buyer.
Only when the fragrance has passed Verification will it be forwarded to the buyer.
Basically the following are permitted:
What is important is that the condition, fill level, packaging, damage and special features must be described honestly and completely.
If information is missing, incorrect or important defects have been concealed, this can lead to rejection, additional costs or further measures.
ERTZU does not currently offer any testers, samples or decants.
The current focus is on original fragrance bottles, where authenticity, condition, fill level, packaging, and product identity can be reliably checked.
This may change in the future.
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Payment, purchase flow, order status and buyer protection.
The purchase takes place in just a few steps:
No. Payment is made via ERTZU payment processing. ERTZU uses Stripe Connect for this.
The seller payout is not released immediately. It only takes place after a successful check and after the defined approval steps.
Payment is processed through Stripe Connect and held as part of the platform flow until it can be released. The seller receives their payout only after successful verification and completion of the required steps. This prevents a payout if the fragrance does not arrive, does not match the listing, or fails verification.
An order can be cancelled if the seller does not ship the fragrance on time, the fragrance does not arrive at ERTZU, Verification is not passed or essential information is incorrect. If the order is cancelled, the buyer will generally receive a refund.
The seller must ship the fragrance to ERTZU or hand it to the carrier within three days of purchase.
If this does not happen, an additional 24-hour reminder period will begin. If there is still no shipping or no comprehensible information about the shipping status, the order can be cancelled.
In this case, a fee may apply to the seller account.
In your ERTZU account you can see the current status of your order, for example:
If you have any questions, you can reach us at info@ertzu.de.
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Test criteria, certificate, Verification level and honest classification of the procedures.
Yes. Every fragrance sold through ERTZU is verified before it is sent to the buyer.
This is the core of ERTZU.
ERTZU checks authenticity, condition, fill level, packaging, product identity, and whether it matches the listing.
The ERTZU Verification processThe process includes, among other things:
ERTZU currently uses commercially available test elements and structured test methods to check the bottle, packaging, fill level, weight, batch codes, optical characteristics and abnormalities.
Advanced laboratory procedures and additional technical analysis procedures are being developed and will be added gradually. ERTZU is working to further professionalize the Verification process in the long term.
Not every fragrance is currently tested using large industrial laboratory equipment. If an in-depth analysis is necessary or additionally requested by the buyer, an extended level of testing can be offered for an additional fee.
Yes. Every fragrance goes through a standard Verification.
In addition, there may be an extended Verification level, for example:
The costs and exact scope of an extended Verification level are communicated transparently in each case.
Yes. Every successfully tested fragrance receives a digital and physical ERTZU certificate. The certificate confirms that the fragrance has passed the ERTZU Verification process. It documents the results of the test, but does not replace the manufacturer's guarantee.
No. ERTZU follows a careful, structured process based on defined criteria. However, it would be misleading to promise an absolute 100% guarantee for any fragrance.
A passed Verification means: The fragrance has successfully completed the ERTZU Verification process, no objectionable abnormalities were found and the product was classified as plausible and sellable based on the available information.
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What happens if information is missing, the test fails or suspicion arises.
If a fragrance does not pass the test, it will not be forwarded to the buyer. The buyer will be informed and will generally receive a refund. The seller receives a detailed explanation. If desired, ERTZU can also offer a personal conversation or telephone call to explain the result.
That depends on the reason for the rejection.
In the event of minor deviations or understandable errors, ERTZU can take over the return shipping.
In the event of major problems, concealed defects, incorrect information, suspected manipulation or attempted fraud, the seller bears the costs of return shipping. An additional fee may apply.
If a counterfeit is suspected, the fragrance will not be forwarded to the buyer. ERTZU can further examine the case, initiate a more in-depth analysis and take further steps. In serious cases or suspected fraud, legal consequences may follow.
If condition, fill level, packaging, damage or other important information has been provided incorrectly or incompletely, ERTZU may stop the order.
Depending on the case, this may lead to the following actions:
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Requirements, photos, product condition and the sales process.
At launch, only private sellers are admitted. Commercial sellers cannot currently register as such; they will only be admitted after separate activation and under the additional terms applicable at that time.
There are no fixed minimum requirements in terms of a minimum number of sales or a minimum inventory. However, sellers must provide correct information, be reachable, meet shipping deadlines and accept the platform rules.
ERTZU does not always require ID Verification as standard. However, depending on the transaction value, payment processing, seller status, legal requirements or security check, additional information or Verification may be required. This can be particularly relevant for payouts via the payment service provider.
The sale takes place in just a few steps:
You must honestly provide all relevant information, particularly:
The more precise the information is, the smoother the Verification will run.
Please upload clear, sharp photos of:
Don't hide defects. Incorrect or missing information can lead to additional costs, rejection or blocking.
Yes. Opened or partially used fragrances are allowed if their condition, fill level, and any notable details are described accurately.
Yes. Vintage fragrances are allowed. Especially with older fragrances, the condition, storage, fill level, packaging and possible changes must be stated particularly honestly. Vintage products may have greater variations in colour, smell, packaging or condition.
Yes, as long as the damage is fully stated and visibly documented. It is not permitted to conceal damage or to present the product as better than it actually is.
No. Testers, samples, and decants cannot currently be sold on ERTZU. ERTZU currently focuses on original fragrance bottles. This may change in future.
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Return conditions, cancellation and documentation in case of problems.
Whether a return is possible depends on the respective offer, the seller status and the return conditions.
When creating an ad, the seller can indicate whether he accepts a return and under what conditions this is possible. This information is displayed to the buyer before purchasing.
It also matters whether the seller is private or commercial. Buyers may have a statutory right of withdrawal when buying from a commercial seller. There is generally no statutory right of withdrawal for purchases from private sellers unless the listing expressly states otherwise.
When it comes to fragrances, the condition also plays a special role. If a product was delivered sealed and the seal is removed upon receipt, returns may be excluded or restricted, as the case may be.
Please always check the return policy of the respective offer before purchasing.
Yes. When advertising, the seller can choose whether to accept a return and under what conditions. This information will be displayed to the buyer before purchasing. Legal rights remain unaffected.
Register as soon as possible via your ERTZU account or email info@ertzu.de.
Please send:
The more accurate the documentation, the faster we can investigate the case.
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Shipping route, labels, insurance, deadlines and package loss.
Because this is the only way ERTZU can check whether the fragrance is genuine, correctly described and in the specified condition. The safe process is: seller - ERTZU Verification centre - buyer.
ERTZU mainly uses DHL. The shipping process is prepared via the platform. Sellers receive the necessary shipping information and, depending on the case, can receive a shipping label directly via ERTZU.
Yes. ERTZU can provide sellers with a shipping label to make shipping smooth and stress-free.
For fragrances with a sales price of over EUR 300, ERTZU covers the costs of the shipping label from the seller to the ERTZU Verification centre.
For fragrances with a retail price of EUR 300 or less, the seller generally bears the shipping costs themselves. However, ERTZU can help provide a suitable shipping label to make the process easier and safer.
Yes. Shipping is generally insured up to a value of 500 EUR. Additional shipping insurance may be required for higher value fragrances. Whether additional insurance is necessary will be indicated during the sales or shipping process.
The seller must ship the fragrance or hand it over to the shipping service provider within 3 days of purchase. If no dispatch occurs within this period, an additional 24-hour reminder period begins. If there is still no traceable shipping information, the order can be cancelled. Additionally, a fee may apply to the seller account.
If a package is lost, ERTZU will investigate the case based on tracking data, shipping insurance and shipping documentation.
Please always use the shipping label provided or closely follow the shipping instructions in your ERTZU account. This is the only way shipping can be tracked correctly.
If you have any shipping problems, please contact us at info@ertzu.de.
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Planned platform fees, minimum price and possible additional costs.
ERTZU charges a buyer's fee and a seller's fee. The specific amount will be displayed to you transparently as the total price before a purchase or sale is completed.
The ERTZU inspection & buyer protection fee is 9.2% of the item price. It includes our 12-step Verification process, controlled package acceptance and forwarding, buyer protection and transaction security, payment processing as well as documentation, platform and support.
This 9.2% can be clearly divided into the following performance components:
This breakdown describes the service components included in the service fee. It is not an exact list of our actual internal cost shares.
Yes. The minimum price for fragrances on ERTZU is 80 EUR. Items below this minimum value may incur additional fees or sales may be restricted.
ERTZU takes on tasks that normal marketplaces cannot do:
The fees finance this security and Verification process.
Additional costs may arise if special circumstances arise, for example:
All relevant costs are communicated transparently wherever possible.
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Stripe Connect, payout requirements and withholding of payout.
ERTZU uses Stripe Connect for payment processing. Stripe Connect is a payment infrastructure for platforms and marketplaces that coordinate payments between multiple parties.
The seller does not receive their payout immediately after the purchase.
The payout is prepared when:
The exact payout time depends on the payment service provider and the respective Verification status.
Payout is withheld to protect buyers and sellers. This prevents a seller from being paid out before it is clear that the fragrance has arrived, been inspected and can be forwarded to the buyer.
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Additional duties and perspective for larger holdings.
Not at launch. ERTZU is launching with private sellers only; registering as a commercial seller is not currently possible. Commercial sellers will only be admitted after separate activation and under the additional terms applicable at that time.
Yes. Once commercial sellers are activated, additional obligations may apply to them, for example with regard to cancellation, legal notice, tax information, product information and consumer protection. ERTZU can request the information and evidence needed for this.
Potentially, yes. Once commercial sellers are activated, ERTZU may offer additional features such as bulk listings, structured product data, or dedicated seller tools. This is not available at launch.
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Account management, communications and possible restrictions.
Your account helps centrally manage purchases, sales, payments, shipping, Verification, certificates and support cases. An account also protects both parties because important information is documented.
Communication via ERTZU protects buyers and sellers. In this way, agreements, shipping status, problems and clarification cases can be tracked. Communication outside the platform can mean that ERTZU can only provide limited help with problems.
Yes. ERTZU may restrict or block accounts if platform rules are violated.
This can happen, for example, with:
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Why certain data is needed and when tax information may be relevant.
ERTZU must store certain data in order to process purchases, sales, payments, shipping, Verification and support cases. There may also be legal obligations, for example tax reporting obligations for platforms.
Depending on the number of sales, turnover, seller status and legal requirements, ERTZU may be required to collect or report certain seller data. This does not automatically mean that taxes are due on every sale. Sellers should clarify tax questions individually with a tax advisor.
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This is how you can reach support and this information will help with processing.
You can reach ERTZU by email at info@ertzu.de.
When ordering or making a sale, please always include your order number, product name and a brief description of the issue.
So that we can process your request more quickly, please send:
Please send your request to info@ertzu.de.
ERTZU strives to process quickly and carefully. We can usually respond more quickly to simple questions. More complex cases, such as Verification questions, shipping problems, payment checks, returns or suspected fraud, may take longer to process.
Please feel free to write to us info@ertzu.de. When ordering or making a sale, please include your order number and product name so that we can help faster.