Frequently Asked Questions

How do I register for the-saleroom?

Simply select ‘create account’ from the header and complete the online registration form.

Do I have to register for a live auction before I watch it?

There’s no need to register to view a live auction online, just click ‘watch live’ next to any of the live auctions listed on the-saleroom.com. Please note you do need to register if you wish to bid in the auction.

What is live bidding?

Live bidding allows you to bid at auctions, across the world, from your own computer, mobile or tablet. Live audio and video feeds enable you to experience the atmosphere of the auction room as if you were there in person.

What are the advantages of live bidding?

You can participate in auctions around the world, from your computer and save time, travel and money.

Are there any live bidding tips for beginners?

Before the live auction

• View an auction first to see how it works
• Contact the auctioneer directly via the-saleroom.com if you would like a condition report for particular lots
• Decide how much you want to pay for your desired lot. The Price Guide is a useful indicator of the sums similar items have sold for in the past.

During the auction

• Bid early and bid often
• Do not wait until the last second to bid, as the hammer may go down before your bid is received
• Do not wait to hear the auctioneer, bid according to the information on the screen

What is timed bidding?

Timed auctions take place without an auctioneer calling the sale. You can bid at any time during the defined time period by entering a ‘maximum bid’. The 'maximum bid' is the highest amount you're willing to pay for the lot. the-saleroom.com will automatically bid on your behalf only as much as necessary to ensure that you meet the reserve price or that you remain in the lead, up to your 'maximum bid'. the-saleroom.com will notify you if another bidder places a bid that is higher than your maximum bid. Your 'maximum bid' is kept confidential until it is exceeded by another bidder.

What is the difference between a live auction and a timed auction?

There are two types of online auction available on the-saleroom.com:

• Live auctions are traditional room-based auctions that are broadcast over the-saleroom.com. You can bid at the auction over the internet in real-time while experiencing the atmosphere of the auction room with live audio and video feeds.

• Timed auctions take place without an auctioneer calling the sale. Each lot can be bid on for a defined time period. At the end of this period, the bidder who has submitted the highest bid wins the lot, provided the bid exceeds the reserve price.

Can I follow the-saleroom.com on social media?

Yes, adding the-saleroom.com to your Facebook, Twitter, Pinterest, LinkedIn or Google Plus is a great way to hear about upcoming auctions, featured lots, special promotions and the-saleroom.com news.

How do I update my contact details?

Select ‘Account Info’ under the ‘My Saleroom’ tab.

How do I update my personal information?

Select ‘Account Info’ under the ‘My Saleroom’ tab.

How do I add a new payment card?

New credit/debit cards can be added when you sign up for your next auction.

How do I unsubscribe from emails?

This can be done in the ‘Communication’ section of the ‘Account Info’ page, which can be accessed from the homepage under ‘My Saleroom’.

How do I subscribe to the newsletter?

This can be done in the ‘Communication’ section of the ‘Account Info’ page, which can be accessed from the homepage under ‘My Saleroom’.

How do I amend my Auction Alerts?

Select ‘Auction Alerts’ at the top of the home page to add, remove and edit Auction Alerts and select which days you wish to receive them.

I’ve forgotten my login details.

Forgotten Password? we will email you the link for you to reset your password.

I was unable to register for an auction.

Check that you have entered your credit/debit card details correctly. It can take time for the auctioneer to approve your registration. Please contact the auctioneer with any queries you have regarding registration - their contact details can be found at the bottom of their catalogue under the heading ‘Auctioneer details’.

I’m having trouble viewing the items on my watch list.

You can access the watch list under the ‘My Saleroom’ tab. Please note items will no longer appear on the watch list when the auctions in which they feature are over.

My order hasn’t arrived?

If you are using the-saleroom.com delivery service contact support on +44 (0)203 725 5555 or delivery@auctiontechnologygroup.com.

If you are not using the-saleroom.com delivery contact the auctioneer. Their contact details can be found in the ‘important sale info’.

What do I do if I am dissatisfied with and item I have bought?

Please remember, bidding whether online or in the room, is a contractual commitment to buy. By the terms of auction law, there is no right of return unless the item purchased is materially different to its catalogue description. In consequence, it is important to find out as much as possible about the condition of an item before you bid. You can do this by clicking the ‘enquire about this lot’ button on the lot details page to contact the auctioneer directly.

I’m having trouble hearing the auction.

Ensure that the sound is turned on by selecting the speaker-image button.

I am unable to access a page on the website.

Try using an alternative internet browser to access the-saleroom.com.

I am unable to bid on my work computer.

This is likely to be due to corporate firewalls. Speak to the person in your office who is responsible for the internet connection and ask them unblock ports 1935 and 8013 TCP.

I am unable to access my the-saleroom.com account?

This may be because your account has been blocked. Please contact the-saleroom support team: customersupport@the-saleroom.com or phone +44 (0)203 725 5555

I am unable to access the Price Guide.

To access this paid subscription service, please ensure that you are logged in to the website and that the card you are using to pay for your subscription is valid.

I am no longer receiving my Auction Alerts?

• Select ‘View/edit account’ under the ‘My Saleroom’ tab to ensure the email address used to subscribe to Auction Alerts is correct.

• Check the alerts are not been caught in spam filters. We recommend you add auctionalerts@the-saleroom.com to your safe senders list to prevent this.

How do I contact the-saleroom?

You can contact the-saleroom support team during all live auctions: customersupport@the-saleroom.com or phone +44 (0)203 725 5555

I cannot view live auctions on the-saleroom.com using my tablet device.

1. Why can I not view live auctions using my tablet device?

   Our Bidding Window uses Adobe Flash Player to bring you live auctions with audio and video. Some tablet devices do not support Adobe Flash Player. However, a number of developers have created Android and iPad apps which do support this software.

2. What Apps exist that support the-saleroom.com's Bidding Window?

   Our bidders use the Puffin browser app on their tablet devices, by downloading it from the relevant app store. There is a free version of the Puffin app with two weeks Adobe Flash Player support and a paid for option (£1.99 or similar in your local currency) with unlimited Adobe Flash Player support.

   Download the free Puffin Browser from Apple's App Store (opens in a new window)

   Download the free Puffin Browser from Google Play for Android users (opens in a new window)

   Please note that the-saleroom.com has no links or affiliation with any flash based browser applications. We recommend that bidders raise any queries they have before they proceed.

3. Can I use my tablet browser once I download the Puffin browser app?

   After you have installed the Puffin Browser app, you will need to launch it to access the-saleroom.com instead of your current tablet browser such as Safari or Google Chrome. Once you have launched Puffin Browser, enter the-saleroom.com in the address window at the top of the page and follow the usual procedure to launch live bidding.

4. When I'm in the Puffin browser, how do I access the onscreen keyboard to enter my password?

   If you cannot see an onscreen keyboard:

   For Apple devices please go to the app settings to select the keyboard icon.

   For Android devices please select the keyboard icon at the bottom of the screen.

   You can then enter your password followed by pressing enter/return on the keyboard to continue.

   Apple devices

   • View Larger Image Tap the Menu button at the top of the page to open application settings
   • View Larger Image Tap the Keyboard button to launch the onscreen keyboard

   Android devices

   • View Larger Image Tap the keyboard button at the bottom of the screen to launch the onscreen keyboard

5. I have lost connection or the app is not responding

   Please refer to your device manufacturers instructions on how to close the app. You will then be required to restart the app, and log in to the-saleroom.com again with your username and password.

6. I can't hear audio

   Please make sure your device volume is up and mute button turned off.

7. I can't see the video stream

   Some auctions do not broadcast video. If you can see the ‘watch auction’ button and it is not working, please contact our support team on +44 (0)203 725 5555

8. Can I access the-saleroom.com using a 3G connection?

   You may experience a delay watching or listening to an auction when using a 3G connection. We recommend you use Wi-Fi to enjoy a faster connection.

9. Can I access the-saleroom.com on my mobile phone?

   We will be developing a mobile solution in the near future. The Puffin Browser will work with your Apple or Android smartphone, however, bidding through your mobile device on a 3G connection is not recommended.

How do I search for an item?

Use the search box on the home page or run a quick search to gain an idea of some of the lots on the-saleroom.com.

I have questions about the condition of an item.

The auctioneer will be happy to answer any questions you have about an item. Simply click the ‘enquire about this lot’ button when browsing the lot in the auction catalogue. This will send an email directly to the auctioneer.

How do I make a watch list?

Just select the green 'watch list' button next to your chosen lot. Please note that you need to log into the-saleroom.com to do this.

How do I view my watch list?

Click 'show all' under 'watch list' in the 'My Saleroom' section of the website.

How do I find out what my antiques are worth?

The Price Guide is a paid subscription service which gives you access to a database of over 2 million lots sold at auction with descriptions, images and estimates. Find out more and trial The Price Guide.

How do I receive notifications when items which are of interest appear on the-saleroom.com?

Set up free Auction Alerts and receive emails when lots which are of interest to you appear on the-saleroom.com. Click here to find out more.

What is the difference between a live auction and a timed auction?

There are two types of online auction available on the-saleroom.com:

• Live auctions are traditional room-based auctions that are broadcast over the-saleroom.com. You can bid at the auction over the internet in real-time while experiencing the atmosphere of the auction room with live audio and video feeds.

• Timed auctions take place without an auctioneer calling the sale. Each lot can be bid on for a defined time period. At the end of this period, the bidder who has submitted the highest bid wins the lot, provided the bid exceeds the reserve price.

How do I register for an auction?

Click the 'Sign up to bid' button next to your chosen auction on the Auction Catalogue page.

How far in advance should I register for a live auction?

Usually, you can register as soon as the auction appears on the-saleroom.com until the auction ends. Details of when you should register can be found in the important sale information.

How do I bid in a live auction?

When the auction is about to start, the 'Sign-up' button for the auction will change to a 'Bid Live Now' button. Clicking this button will open the Bidding Window. Enter your password in the login box and you will be ready to bid. If there is an audio link, click the speaker button to hear the auctioneer. When the auction is about to commence the first lot will be displayed. A button appears showing the amount currently being asked. To bid for the lot simply click the blue button when the amount you wish to bid appears on the screen. If you are the successful bidder the auction house will contact you to arrange payment and shipping. Please remember, bidding whether online or in the room, is a contractual commitment to buy.

Why use Autobids?

Autobidding allows you to bid for items at live auctions, even if you are too busy to attend. Placing an autobid opens up the option to bid at auction, without being in the room or online at the right time, so you can make bidding fit into your busy life. You don’t have to miss out!

Autobids allow you to manage your budget. You can decide in advance on what your absolute maximum bid will be, and whatever happens, you won’t pay more than that if you win the item. We can all get a little carried away at auction – autobids can help to prevent temptation taking over!

To place an autobid return to the lot page and click ‘bid now’ and insert your maximum bid.

How do Autobids work?

1. The autobid you place should be the maximum amount you are willing to pay for the item.
2. The system will then use this information to bid on the item for you. It will only place the highest amount necessary for you to win the item, and will never go above your maximum figure.
3. If the bidding passes your maximum figure, then you will lose out on the item, so think carefully when placing your autobid.
4. Autobids can be edited and deleted up until the time the live auction starts, but cannot be changed during the live auction.

How do I place an autobid?

Just enter your maximum bid in the blank field. Your autobid will be saved in ‘My Saleroom’ under autobids – you can check all your autobids there.

Can I change my autobid?

You can increase, decrease or remove your autobid directly on the lot page or in ‘My Saleroom’ under autobids. Find the lot you want to change and press ‘Change my bid’ or ‘Delete my bid’. Autobids can only be changed prior to the live auction commencing. You cannot amend or remove autobids during a live auction. When autobids are closed the ‘Leave an Autobid’ button will not appear.

Does the auctioneer know my maximum amount?

No! That’s why autobids are the safest way you can place your maximum bid prior to the auction.

What are the auctioneers increments?

Sometimes your autobid cannot be accepted because it does not match the auctioneer’s increments, for example making an autobid of £201. You don’t need to know what the auctioneers’ increments are, we’ll tell you the amounts above and below your bid to help you get your autobid accepted i.e. £200 or £205.

What if the live auction has started and I want to bid higher than my maximum amount?

Never fear, you can always bid higher by logging in to the bidding applet (click on the ‘Go to Live Auction’ button) and participating in the auction in real time. You’ll know when your autobid is being placed as we’ll tell you when you’re in the lead.

How do I bid at a timed auction?

Each lot can be bid on for the time period displayed. During this period, you can place your bid at any time. Simply enter the highest amount you are prepared to pay as your ‘maximum bid’. Your bids need to be in accordance with our timed auction increments. When bidding, the system notifies you of the next required minimum bid increment.

When you place a ‘maximum bid’, the-saleroom.com bids on your behalf as much as necessary to ensure sure that you meet the reserve price or that you remain in the lead, up to your ‘maximum bid’. Your ‘current bid’ is clearly displayed when you log in and view the lot for which you’ve left a ‘maximum bid’. In many cases your ‘current bid’ is lower than the ‘maximum bid’ you entered. If another bidder places a bid that is higher than your ‘maximum bid’, we’ll notify you by email. Your ‘maximum bid’ remains confidential until it is exceeded by another bidder. If you have the leading bid and you have met or exceeded the reserve price when the defined time period ends, you will have won the bidding for this lot. If a bid is placed in the last two minutes of the defined time period, the time period will be extended by two minutes. This is to prevent 'sniping'.

In a timed auction, how can I monitor whether my bids are in the lead?

There are two ways to do this

• Log into the-saleroom.com and then go to the timed auction in which you’re bidding. Find the lot on which you're bidding and click through to the lot description page. The details of your current bid, maximum bid and whether you’re in the lead are indicated on the right hand side of the screen.

• Log into the-saleroom.com and then go to the 'My Saleroom' section of the site. You will find a summary of the bids you’ve left for auctions currently in progress in 'Current bids'. Click on the 'Leading' link and you will be presented with all the lots for which your bid is currently in the lead. Click on the 'Outbid' link and you will be presented with all the lots for which your bid is not leading.

• How do I edit my maximum bids?

  You can edit your maximum bids by selecting the appropriate lot in 'current bids' in 'My Saleroom'. You cannot reduce your bid to below your 'current bid'. Placing a bid is a contractual commitment to buy should you be the highest bidder and have met the reserve price. In consequence you cannot change your bid after a lot has closed.

• How do I know when I have successfully bid for a lot?

  When a live or a timed auction has finished, you will find details of lots you’ve won in the 'My past bids' section of 'My Saleroom'. Please note that you are not guaranteed to have won the lots listed in 'My Saleroom'. The auctioneer's records are the definitive version of the auction. The auctioneer will contact you to confirm you have won and arrange payment.

What additional costs are there?

Additional costs vary across auctions, and we advise you to familiarise yourself with additional charges before registering for an auction. These can be found within the important sale information.

We recommend you consider the following additional costs before bidding.

• Buyer's premium - covers the auctioneer's costs and calculated as a percentage of an item's hammer price. Please ensure that you consult the important sale information to find out the buyer’s premium before you bid.
• VAT - this is usually included in the hammer price, but some auctioneers will add it to the final hammer price.
• Online commission - typically auctioneers add an additional 3% of the hammer price if lots are successfully purchased online.

Delivery

For auctions where our partner Auction Logistics from Mail Boxes Etc. offers delivery:

The delivery truck logo appears on lots where this service is available. The cost of delivery can be found below each lot description in the auction catalogue.

For auctions where our partner Auction Logistics from Mail Boxes Etc. does not offer delivery:

Delivery options are often included in the Important Information section of an auction catalogue, or can be obtained by asking the auctioneer using the ‘Message the auctioneer button’ under each lot. Delivery costs vary depending on the lot, auctioneer and delivery address.

How do I pay for an item?

Once you've placed your winning bid you can sit back and relax. The auctioneer will send you an invoice, which outlines your payment options.

Does the-saleroom store my credit/debit card details?

We use a third party supplier to ensure that the-saleroom.com is Payment Card Industry (PCI) compliant. We do not store your credit/debit card details. As soon as you enter your card details, the number is 'tokenised' and encrypted and the original data discarded.

Can I return an item?

Please remember, bidding whether online or in the room, is a contractual commitment to buy. By the terms of auction law, there is no right of return unless the item purchased is materially different to its catalogue description. In consequence, it is important to find out as much as possible about the condition of an item before you bid. You can do this by clicking the 'enquire about this lot' button on the lot details page to contact the auctioneer directly.

How will my items be delivered?

the-saleroom.com offers delivery for bidders in the UK and around the world through its partner Auction Logistics from Mail Boxes Etc. The cost of packing and shipping each lot is detailed below the lot estimate on the lot details page. Look out for the van logo to represent auctions on the-saleroom.com where the Auction Logistics from Mail Boxes Etc. service is available.

This service is provided by Auction Logistics from Mail Boxes Etc. and subject to their Terms and Conditions (opens in a new window).

Auctioneers who do not use the delivery service may offer their own shipping solution or provide details of delivery firms with whom they partner. If you have questions about delivery, ask the auctioneer by using the 'Ask the auctioneer about this lot' button.

Where Auction Logistics from Mail Boxes Etc. offers delivery, how do I calculate the cost?

The cost of packing and shipping to a UK Mainland & Northern Ireland address and international delivery (where available) is detailed in each lot description. Discounts are available for shipping multiple lots in the same auction to UK Mainland & Northern Ireland: you pay full price for the lot that costs the most to deliver and you receive a discount of up to 70% on the delivery cost of additional lots.

Am I obliged to use Auction Logistics from Mail Boxes Etc. delivery service where it is offered?

The delivery service is optional. There is no obligation to use this service.

How do I opt-in and pay for the Auction Logistics from Mail Boxes Etc. delivery service?

Every customer who successfully wins a lot using live or timed bidding on the-saleroom.com is emailed a quote for delivery after the sale, where delivery is available. The quote arrives no more than one hour after the last day of the auction. The quote details the lots won and the total cost of packing and delivery. To proceed press the pay button in your quote email. You will be directed to Auction Logistics from Mail Boxes Etc. to make payment.

I have further questions about Mail Boxes Etc. offers delivery?

Please contact Mail Boxes Etc. customer service on the following details:

Email:

auctionlogisticsenquiries@mbe.uk