Help centre
The questions we get asked most. If yours is not here, get in touch.
Do I need a crypto wallet?
No. We create a vault for you automatically on your first purchase, secured by your email address. There is no seed phrase to write down and nothing to install. You pay by card like any other online purchase.
How do I pay?
By card. Payment is handled by our payment provider — dubem never sees your card details. Prices are in US dollars.
When does my item arrive?
Immediately. The same transaction that takes your payment transfers the collectible to your vault, so it is usually there before you finish reading the confirmation page. See delivery and custody.
What if the item sells while I am paying?
It cannot. We reserve it for you for 20 minutes the moment you start checkout. If you do not finish, it simply goes back on sale.
Can I move a collectible to my own wallet?
Yes. Your vault is yours — you can transfer items out to any wallet you control. See delivery and custody.
Can I get a refund?
Because delivery happens instantly, the right of withdrawal ends once the item reaches your vault — see terms of sale. If you paid and the item did not arrive, tell us and we will complete delivery or refund you in full.
Is this an investment?
No, and we would rather say so plainly. A digital collectible pays no yield, and nothing guarantees you can resell it or at what price. Buy things you like.
I did not get my confirmation email
Check your spam folder first — a new sender domain often lands there the first time. You can request another from your account. If it still does not arrive, let us know.