Customer
FAQs

If you’re on a quest to find a specific item, want to connect with a House of Assets trusted seller or simply want to browse our sitewide listings, the quickest way is to use our search tool.

How do I use the search tools?

There are two ways to find a product. Just click on the search bar at the top of most pages and enter a search term. You’ll be presented with a series of results of where that term appears on the site. These could be on information pages, blog articles or listed products. Click the one that is most relevant to your search.

Alternatively go to a product category page and then use the filters on the left hand side to help narrow your search, e.g. the genre of art or the make and model of a vehicle.

How do I search for a seller who might list the items I want to collect?

You’ll see the seller’s details alongside each listing. You can then search each seller’s listings, save the items or the seller as a favourite and get in touch directly with the seller if you need to.

Can I search only private listings or auctions?

No, private listings or auctions are hidden by default and you’ll be only bale to access them in you know the URL.

Can I save the items I discover using the search tool?

Yes, just click the heart next to the price on each listing page and the item will be saved in your Favourites. Check your account page to see your Favourites in one place.

Looking for a niche asset, but it’s not listed? We can help.

Can House of Assets source an item for me?

We certainly can. We have experts in every field of the assets we list and asset sourcing is part of the portfolio of assistance services we offer.

What items can you source for me?

Whether you need a hand finding a special vintage fine wine or whisky, a work of art, a classic car, racehorse or designer handbag, contact Customer Service. Asset sourcing is all part of the House of Assets service.

Do you charge for sourcing assets?

No, we’ll source the asset on your behalf so it can be listed and made available for you to purchase. TBC.

Listing your lot on House of Assets is really straightforward – here’s an overiew of some of the most commonly asked questions about lots.

Who decides the price of the lot?

The seller decides the price of all lots listed.

What happens if I don’t pay for my lot?

If you don’t pay the purchase price by the due date without prior agreement, you will be in default. Please read the Consequences of Late or Non-payment in our Online Auction Terms.

Why has the lot I’m bidding on disappeared?

We reserve the right to withdraw any lot from sale or to cancel a sale. Please read our Online Auction Terms for more information. The seller can also suspend supply or withdraw a lot. In that case, we will let you know and we refund any sums you have paid in advance for items which will not be provided. Please. Read our Terms of Sale for more information.

How do I arrange delivery of my lot?

Please contact the seller direct to arrange delivery of your purchase.

For more information about lots, please read our Online Auction Terms.

If you’re registered or thinking of registering and have a question about a House of Assets account, we can help.

Can I have a joint account?

No, House of Assets accounts are strictly one person, one log in per account.

How old do I need to be to have a House of Assets account?

You need to be 18 or older to open an account with us.

I’ve been locked out of my account, what do I do?

Please contact Customer Service to restore your access.

Why has my account been disabled?

We reserve the right to suspend your account and block all future access if you fail to comply with our Terms for Online Auctions. Please ensure you familiarise yourself with these Terms to avoid losing access to your account.

For more information about accounts, please read our Online Auction Terms.

You’ve found the asset of your dreams and are ready to bid? Here are your questions answered.

Can I make a maximum bid before the sale starts?

Yes – for certain sales. Advance bids will be executed on your behalf automatically and up to your preset maximum value in response to other bids placed on the lot. All bids will be visible, although your advance bid will only be visible to you. We’ll continue to bid on your behalf up to your maximum bid or you can bid at any time during the sale.

What currencies can I bid in?

All bids must be made in Sterling.

Can I cancel a bid?

If your bid is successful, you’re agreeing to pay the full purchase price and any applicable buyer’s expenses. We’re not responsible for any errors that you make throug your account while placing a bid on a lot.

When do I pay for the item I’ve bought?

Buyers are invoiced after the sale – you’ll find this information in My Bids.

For more information about bidding and buying, please read our Online Auction Terms.

Selling an asset on House of Assets should always be a seamless process. Visit our How to Sell page or contact Customer Service if you have any questions that aren’t answered below.

How do I start selling on House of Assets?

To begin selling on House of Assets, you’ll need to register for an account. Please read our How to Sell page and familiarise yourself with our Online Marketplace Terms, Terms of Sale or Online Auction Terms,

How do I find your selling policy?

Please read our Online Marketplace Terms, Terms of Sale or Online Auction Terms,

Can the seller withdraw listed items?

The seller can stop providing or suspend the listing of an item. We will let you know and we refund any sums you have paid in advance for items which will not be provided.

Why haven’t my items been approved?

When you list an item for sale, it will be subject to House of Assets’ approvals procedure, If your item doesn’t meet our Online Marketplace Terms, Terms of Sale or Online Auction Terms, for example, if it is not authentic, we will refuse the listing.

Why has my seller account been locked?

Failure to comply with our Online Marketplace Terms, Terms of Sale or Online Auction Terms may result in your account being suspended. Please contact Customer Service if you have any questions about a locked account.

You’ve won your new asset and now need to arrange delivery. Communications between buyers and sellers will usually resolve any questions you may have – here are some typical requests.

Can purchases be shipped overseas?

Yes, please liaise with seller to arrange international shipping and ensure you’re familiar with the local customs, duties and taxes that may apply.

Who do you use to ship items?

The seller will arrange delivery using their preferred courier. Rest assured House of Assets sellers are committed to only using approved, reputable courier services.

Who pays for the delivery of my purchase?

The buyer is responsible for the cost of delivery of all purchases.

Visit How to get auction items delivered to find out more.

Customs, import duties and tax relating to your House of Assets purchase

House of Assets is an international online marketplace, which means your listings may be viewed and bought by buyers anywhere in the world. It’s important that you do your research to familiarise yourself with the laws and regulations that govern the sale, purchase and delivery of items to your country.

VAT

If you purchase an item from and for delivering within the UK, you’ll be charged VAT if it applies to your item. Outside the UK, you may be subject to local taxes and duties.

Overseas customs tax and import duties

If you’re buying an item from an overseas seller, you may be subject to customs tax and import duties. Please talk to your seller so you’re aware exactly what you’re liable for and do your homework on the tax and duties that apply to the asset you’ve purchased.

Overseas delivery charges

If the item you’ve purchased is overseas, you’ll be subject to additional delivery charges or local courier taxes. Please liaise with your seller to find out exactly what charges will be payable.

For more information on customs, import duties and tax, please read our Online Marketplace Terms, Terms of Sale or Online Auction Terms.

Dealing with returns and cancellations

Occasionally a transaction may need to be cancelled or an item returned. We’ve made the process very straightforward – here’s what you need to know.

Cancelling a purchase from House of Assets

You have the right to cancel a purchase no later than 14 days after your item has been delivered. Please liaise with the seller directly to arrange a cancellation or return. All sellers must comply with the returns and refunds requirements set out in the Terms of Sale or Terms for Online Auctions.

There are some exclusions to our ‘change of mind’ policy – you can read about this in our Terms of Sale.

Whatever the reason you want to cancel your purchase, please liaise with the seller directly who’ll answer your questions and help you through the process.

Returning an item you’ve purchased

Your first step is to talk to the seller. You will have to return the item at your own cost and you’ll be responsible for taking steps to ensure it’s packaged appropriately and arrives safely. You’ll need to return your purchase (and any free gifts that came with it) to the seller within 14 days of your telling the seller that you have changed your mind.

You can read more about returns and cancellations in our Online Marketplace Terms. If you still need help, please contact Customer Service.

Dealing with damaged and wrong goods

In the unfortunate, but thankfully rare, event that your item is damaged or you’ve been sent the wrong item, we’re here to support you.

What to do if your House of Assets purchase is damaged on arrival

If the item you’ve purchased arrives and is damaged, please be reassured your goods are insured by the seller while in transit and until safely received by you. You’ll automatically be entitled to a refund if they don’t arrive as described and in one piece. The seller will give you instructions on how to return the item if required.

What to do if you’ve received the wrong item from your seller

If you’ve been sent the wrong item, please contact the seller directly so they can make arrangements to replace the item or, if necessary, refund you in full. You can find out more about what to do if you think there’s something wrong with your item in our Terms of Sale.

What to do if you’ve sent the wrong item to your buyer

If you’re a seller and you’ve made a mistake by dispatching the wrong item, please get in touch with your buyer to explain the situation and rectify appropriately and as quickly as possible.

What to do if your item is damaged on return

If you return an item because, for example, you’ve changed your mind and it’s damaged during the returns process, your refund could be reduced – read more about this in our Terms of Sale.

If you’ve checked our Terms of Sale and still have a question about a damaged or incorrect item being delivered, please contact Customer Service who’ll be happy to help resolve the issue for you.

All the protection you need from a world-leading insurer

When you’ve acquired an asset, you want to be sure it’s protected by a specialist insurance policy to cover you in the event of any loss or damage. Note that any new purchase will be covered by the seller’s insurance policy until it’s delivered to you. At that point, you need to arrange your own cover.

Specialist, high-end insurance cover from Property Wealth Insurance

We’re proud to have partnered with leading insurer, Property Wealth Insurance (PWI). PWI can provide specialist, high-end insurance cover for all House of Assets sellers for all products listed other than racehorses.

Talk to us about a quote

If you’d like a quote for insurance, please contact us and we’ll arrange for PWI to contact you directly. When you take out a policy with PWI, you’ll deal directly with PWI and make any payments directly.

To find out more about PWI, please visit pwinsurance.co.uk

When you buy or sell items on House of Assets, you may be subject to fees. These include, but aren’t limited to, sellers’ commission fees, insurance and delivery fees. Check out our FAQ

What fees does a seller have to pay?

We charge sellers a commission of 10% of the sale price of any item you sell.

What fees does a buyer have to pay?

No commission fees are payable by the buyer.

When do I pay my commission fees?

Sellers’ commission fees are due at the point of sale and deducted from the buyer’s payment.

What happens to my fees if the purchase is refunded?

If a purchase is cancelled or refunded, the seller’s fees will also be refunded.

Buying on House of Assets should always be a safe, secure and very seamless experience. If you want more information, please check out our Payment FAQs before you contact Customer Service.

What forms of payment do you accept?

We’ve partnered Stripe, the international payment services provider. Stripe Connect allows us to accept payments for winning bids and purchases using credit cards, debit cards and other popular payment methods.

How do I check out online?

When you’ve made the winning bid or clicked to pay the price on a listing, you’ll automatically be directed to check-out. Your account will verify your purchase and you’ll receive email confirmation that your payment has processed successfully.

Who holds my payment while I wait for delivery?

Your payment is made directly to the seller in accordance with Stripe’s standard practice.

When do I have to pay for my purchase?

As a buyer, you must pay the full purchase price for a lot or listing along with any applicable buyer’s expenses in cleared funds within 48 hours of the sale.

Can someone else pay for my item on my behalf?

No, we don’t accept payment from any source other than the buyer.

For more information about payments, please read our Online Auction Terms.

If you’re experience any technical issue while you’re bidding, buying or selling, we’re here to help. Check your question hasn’t been answered below before contacting Customer Service for any technical support.

Why has the seller changed the details of an item I’m bidding on?

The seller is entitled to make minor technical adjustments and improvements, for example, to address a security treat. These are changes that won’t affect your use of the item.

Why aren’t my bids being registered?

Please check you’re correctly logged into your account and, if the problem persists, please contact Customer Service.

How do I get into a locked account?

If your account has been locked because you incorrectly entered your log in information, please contact Customer Service who can help restore your access.

If you have violated our Online Marketplace Terms, Terms of Sale or Online Auction Terms, we reserve the right to suspect your account and block its access. Please talk to Customer Service for further information.

Why can’t I see my items for sale?

If your dashboard isn’t displaying items that you have listed and you’ve allowed sufficient time for House of Assets to approve your listing, please check you’re correctly logged into your account before contacting Customer Service.