FAQs

Below you'll find answers to the questions we get asked the most about buying and selling in the auction. If you have a question that's not answered here, please contact us by phone or email and we'll be happy to help.


  • My Account / Registration

    How to create an Account?

    At any time during the auction anyone can register and place a bid. To ensure that bids are only placed by people who are genuinely interested in buying, we ask for a one-off registration fee of £3. Once you have registered and paid your registration fee you will be able to bid on as many items (or 'lots') as you like you like. Register Now ❯

    I’ve created an Account. When can I start bidding?

    Your Account will only be fully activated once you have paid a one off registration fee. You will be able to make this payment via WorldPay.

    How can I edit my personal information?

    Simply log into your account, go to > Settings on the left hand menu select and > update account details. Any changes to your personal information should be reported to our Customer Service, at your earliest convenience.

    Note: we are not always aware you have changed some of your details such as your shipping address, if your order(s) have or are being processed.


  • Valuations

    How can I find out what my whisky is worth?

    By contacting us on auctions@whisky-online.com for a free appraisal or by filling in the form under the List an Item tab on the Auction Home page.

    Do you carry out home valuations?

    Yes, We offer free collections and no obligation home valuations for any sizeable collections of higher value.

    Do I need to send pictures?

    Yes, Sending images helps our valuers give you a more accurate valuation. Please send images to valuations@whisky-online.com or call if you need assistance.


  • Selling

    Can you arrange to collect my whisky?

    Yes, Our Valuers Wayne and Harrison travel through the UK regularly offering free home collections. Please call the office to make arrangements.

    How much does it cost to sell an item?

    For each lot in the main auction we charge £3 for administration, £5 for setting the reserve plus 5% of the hammer price. Miniature whisky auction charges are as shown here.

    Can I list my own item?

    Whisky-onlineauctions carry out all admin, listings and photography. Every item must be with us prior to any auction start.

    How do I know how my items are performing in the auction?

    We will create you an account for you and forward the logging in details. You will be able monitor your consigned lot(s) from your account area, from the left hand menu simply select > Items for sale once the auction goes live you will be able track their progress with direct links to the live auction.

    Note: your lots will only appear in your account are on the day of the auction.

    Can I, or a family member, bid on my own auction items?

    It is illegal for you, or a family member, to bid on your own items in an auction. This is known as shill bidding and we have mechanisms in place to detect any occurrence of this, which may result in the suspension and closure of the offending account and the lots being removed without giving notice.

    What if my item(s) don't sell, how do I get my whisky back?

    Once you have paid your admin fee you are welcome to collect your items or we can have them delivered to you - see our delivery rates for more details. We can also relist your items for the next auction, free of charge.


  • Bidding

    How does the bidding work?

    If you’ve decided to bid on a listing and you have registered with us, enter the maximum amount you’re willing to pay this will become your auto-bid. Our auto bidding system will increase your bid by increments values every time a bid is placed, up to your maximum auto-bid. This gives you the best chance to win the auction lower than your maximum bid.

    What is an Auto bid?

    Auto-bids allow you to manage your budget. So you can decide in advance what your maximum bid will be. When you enter your maximum bid, our system will check against any previous registered bids and automatically raise your bid or that of the winning bidders to the next bid increment, until one of you has the highest bid. Any matching bid will be credited to the first registered bidder.

    For Example: Lot X has a current bid of £50, and you place a maximum bid of £100, our system will check against any other registered bids. If no other bid is found then the current bid will move up to the next increment, in this case £2.50 and you will be currently winning at £52.50. Only then if another bid comes in would your bid increase to the next increment and so on, but not beyond your Auto bid of £100. Ensuring you that your bid is always at the lowest possible bid.

    Are bids recorded?

    All bids are recorded on every auction lot, you can view these on the tab “bidding history”, when viewing you may see multiple bids registered at the same time that you placed your bid, this is owing to the auto bid feature. Remember with all auctions the first registered bid has priority over any matching bid.

    How do I know if i’ve been outbid?

    Our auction extension and outbid alerts, means you'll never miss out on a lot and you will always have the opportunity to come back in should you be outbid. Checking your account area regularly will give you an updated snapshot how your bids are performing.

    When does an Auction end?

    All auctions run for seven days and close at 8pm GMT.

    Automatic Extensions do occur beyond the scheduled 8pm closing time, any lots that receive bids within the last 5 minutes of the auction closing, will be increased by a further 5 minutes to allow extra bidding time. Lots will only close when no bidding activity has occurred for a full 5 minutes.

    When will I know if I have won?

    All winning bidders will be notified by email shortly after the auction closure, we would always advise you check your account area for current updates.

    How do I Pay for my winning lots?

    1. Login to your Account Area
    2. Click 'Auctions Won' from left navigation menu
    3. Select order and click continue
    4. Click button that says Checkout

    Bid retraction!

    If an incorrect amount has been lodged in error, contact us as soon as possible. If it does not interfere with the smooth running of the auction we may consider retracting the bid to the winning bid amount at that point. Bids cannot otherwise be retracted.


  • Future Pay

    What is FuturePay?

    FuturePay is a safe, simple, and convenient payment option that lets you purchase your winning items three days after the auction end without the need for you to enter your details again.

    Do I have to register for FuturePay?

    We ask all bidders to sign this agreement to ensure fast and reliable payouts to our sellers. You do have the option to self check out up to three days after the auction end.

    How soon can I pay for my winning items?

    You can check out as soon as the auction has ended on your items (after 8 pm). If you check out while some extended auctions are still running and you are still bidding please wait until the whole auction has ended or two invoices will be generated and two separate shipping charges made.

    Is there a buyers premium to be paid on purchases?

    Yes, the premium is 15% of the final hammer price (the winning bid). Subject to VAT where applicable.

    How secure is FuturePay?

    There is no need to enter your credit card numbers or other sensitive information at check-out. All transactions are protected with SSL encryption and secure servers on the WorldPay systems. FuturePay carries out fraud checks ensuring your safety.

    If I win is it a legally binding contract?

    Yes. See our terms and conditions.


  • Payment Methods

    When is Payment due on Winning Lots?

    Payment is due immediately the auction closes. If payment is not made within three days of the auction close, monies will automatically be taken from the registered card under the terms of the FuturePay agreement.

    What methods of payment are accepted?

    BACS transfers and telephone payments are accepted in addition to the Futurepay agreement.

    Can I pay in any currency?

    All payments are to be made in British Pounds Sterling.

    If I win an item, do I have to pay VAT on the hammer price?

    No, VAT is not payable on the hammer price.

    When and where is VAT payable?

    VAT is payable on all services carried out within the EU. Goods bought in the auction and shipped inside the EU are subject to VAT on all the associated services but not the hammer price.

    Do I pay VAT outside the EU?

    No, goods bought in the auction and shipped outside the EU do not incur VAT on any charges.

    When do I receive payment for the sale of my goods?

    If your items meet the reserve, once the buyer has paid, we deduct your seller fees and then send on the balance to you by bank transfer within 7 - 14 working days. There are no bank handling charges in the UK, outside the UK there will be a £10 - £30 bank handling charge depending on the customer's location.


  • Shipping

    Where do I put my shipping address?

    You can specify your shipping preferences from your address book, from your account area. Any changes to the final shipping address may alter the final invoice payable. Please speak to one of our staff for further clarification.

    Note: that all our shipments require signature on delivery; accordingly, we cannot ship to P.O. Box addresses.

    Shipping Costs how they are calculated?

    Shipping costs are calculated based on either weight or volumetric weight or a combination of both, whichever is the greater? On each lot you will find a weight displayed, these weights will help you calculate the costs before bidding and are based physical weight when packed.

    Reducing shipping costs?

    We are more than happy to assist on helping you reduce your shipping cost, combining several orders can reduce the final shipping costs considerable especially for overseas buyers., amalgamating lots will more than often reduce the overall volumetric size when packed in multiples. All we would ask, that payment for goods won is made immediately after the auction has closed, simply select “collection in person” in the checkout area, just send us an email when you wish the shipment to be held back until.

    What is the cost to ship my winning lots?

    When you select whisky-onlineauctions as your preferred shipper, you are contracting us to attend to your shipping requirement for your winning lots. costs for these services are outlined on our delivery page.We will process and prepare the shipment using our bespoke packaging materials designed for transporting old and rare bottles, ensuring every care and attention to detail is carried out before the final dispatch.

    Once despatched you will receive an email with your tracking number, this providing you the opportunity to follow its journey to its final destination. At which point a signature is required by person(s) legally to do so in your Country.

    Do I have to insure my goods in transit?

    As with all valuables it is advisable to insure your goods, however, it is optional, if you are willing to take the risks, no claim can be made in any circumstance. Remember good won and paid for in the auction are your goods. Would you travel without insurance?

    I have paid for my auction win and it is in Awaiting collection

    If your lots are in awaiting collection, you can do the following…

    1. You can pick the bottle up from our premises in Blackpool
    2. You can log into your account and checkout the shipping
    3. You can arrange a third party to collect your bottles
    4. We can keep the bottle here and amalgamate the shipping costs with another auction win at a later date

    Can I personally collect the lots I win?

    Yes, Personal collections are welcome, all we would ask is you drop us an email to say you wish to collect your winning lots. This will give us time to select your winning lots. Ready for collection.

    Can I arrange my own shipping?

    Yes: If an alternative courier is required, and you wish to use a third-party courier for delivery of your winning auction lots. You must notify us via email, along with the details of your chosen courier, we would ask you to liaison with them directly yourself, to arrange collection of your goods.

    We would require a copy and documentation of the final destination from your chosen courier, as the final shipping destination may affect the VAT payable to the final invoice for goods won, this will have to be paid before any winning lots are released.

    You’re chosen courier, are required to provide their own packaging materials and must wrap and pack your winning auction lots. Whisky-Online Auctions will then cease any responsibility at the point of collection, and no claim will be made against us. Any such claim will have to be taken up with your chosen courier. It would be advisable to take out some form of insurance to cover goods in transit.

    Attempted delivery! What to do next?

    If our agents have attempted to deliver your order they will leave a card, you can either ring the number on the card they have left, to make new arrangements for a redelivery or call our customer services on 01253 620376 and we will help arrange this for you. Otherwise your parcel will be delivered back to ourselves, which may then incur you further costs.

    Please note: Although we strive to deliver in the time frame given we are unable to guarantee the punctuality of service provided by our delivery agents and their partners. We cannot accept liability for late delivery if caused by circumstances outside of our reasonable control.


  • Contact Us

    For more information on an order or if you have a question for our whisky experts, leave us a message.

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    Telephone (UK): 01253 620 376
    International: +44 1253 620 376

    Email: info@whisky-online.com
    Auction Email: auctions@whisky-online.com

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