FAQs

Registration & Account

How do I register to bid?

To register on the John Pye website so that you can bid and win with us you will need to fill in our online registration form and accept our terms and conditions.
The registration page can  be found here –  https://www.johnpyeauctions.co.uk/registration.asp.

Will I need to verify my details?

When we have new customers or there has been unusual behaviour on an account, we ask the customer to contact us to confirm their details and that you had fully read and understand our Terms & Conditions

How can I change the email address on my John Pye account?

You will need to contact the online chat team to change the email address on your account. You will need to confirm your
Full name
Old email address
New email address
Telephone number

Can I change the address on my John Pye account?

In order to change your address, you will need to contact our team through the online chat and confirm your
Full name,
Old address,
New address
Telephone number.

I cannot login to my bidding account

Some common causes for this are:

  1. Some devices add a space after the email address
  2. The website browser you are using can also affect this. Please try an alternative web browser.
  3. Your password is case and number sensitive. Make sure an O is not a 0 (zero) or a 1 is not an l (lowercase L)
  4. If your account hasn’t been used in a while it may be archived. Please contact the customer service team.

If all that fails, we can force a password reset on the account

Where can i find my buyer number?

You can find your Buyer Number at the top Left-hand corner of your invoice. It’s the shorter number.
Your invoice number is below that and is longer.  It will be a mixture of letters and numbers.

Where can I find my invoice number?

Your invoice number a mixture of letters and numbers and is in the top left hand corner of your invoice.

Viewing

Can I plug things in to see if they are working?

You can see if items plug in and light up but for example you wouldn’t be able to see if a washing machine actually spins.

Can I bring my child with me to view?

Children aged 15 years and under are not permitted inside the salerooms

Can I view?

Viewing is available and recommended across our sites.
We ask all customers to adhere to safety measures during their visit.
Please see the link for each auctions specified viewing times https://www.johnpye.co.uk/auctions/type/general/

Can I get a condition report or some more information about lots?

We are unable to provide a condition report however, we will do our very best to update the lot description with more details and/or extra photos. To manage your expectations, we cannot guarantee this particularly if you make the request the same days as the auction.  No lots at our auctions are sold as being new, working, complete or fit for any purpose.   For additional photo’s we would need you to contact us via our online chat service and provide the Site, saleroom, and Lot number.

Do all the items work?

Our lots originate from many sources including customer/retail returns, salvage, bankruptcy, ex-display & repossessions, via clients from high street retailers to Insolvency Practitioners & Receivers. Lots at our general auctions are not sold as being new, working, complete or fit for any purpose.  There are no warranties (unless specified) or guarantees.

Are items new or second hand?

We sell items that are new, old, ex-display, returns, salvage and repossessions as well as much more.

How does the warranty items work?

Items in our warrantied specific auctions are guaranteed by John Pye Technical to be free from defects in material and workmanship for the length stated in the lot description on the invoice which starts from authorised invoice date.
Equipment found to be faulty in manufacture within the guarantee period will be repaired, free of charge.
This guarantee does not cover defect by incorrect handling, unauthorised repair, unsuitable storage, impact damage, tampering, water damage and normal wear and tear.

Can I get additional photos of lots?

We can request additional photos for you.  To manage your expectations, we cannot guarantee this particularly if you make the request the same days as the auction.  No lots at our auctions are sold as being new, working, complete or fit for any purpose.   We would need the Site, saleroom, and Lot number to apply for further images.

Bidding

How do I register to bid?

To register on the John Pye website so that you can bid and win with us you will need to fill in our online registration form and accept our terms and conditions.
The registration page can  be found here –  https://www.johnpyeauctions.co.uk/registration.asp.

How do I bid?

Once you have registered an account with us and accepted the terms and conditions you can enter the online auctions.
You log into your account and select which auction it is you want to view online. https://www.johnpyeauctions.co.uk/index.asp and press “Click here to enter” and click the same on the next page.
This will then bring up all the lots in that particular auction.
Click on the item you wish to bid on.
It will show you the minimum next bid.
You can enter your maximum bid here.
Each bid shall be final and binding as soon as the Bid button is clicked
Once you have won your items you will be invoiced.  Your invoice will include a Buyers Premium of 22% plus VAT on the lot and on the Buyers Premium.
In addition, if you item is for delivery then there will be the delivery charge and VAT.

Will I need to verify my details?

When we have new customers or there has been unusual behaviour on an account, we ask the customer to contact us to confirm their details and that you had fully read and understand our Terms & Conditions

Can John Pye staff bid on items?

John Pye staff can bid on items with prior authorisation from the management team. They are not permitted to place bids within working hours.

Can I withdraw my bid?

We cannot remove a bid.  Each bid shall be final and binding as soon as the Bid button is clicked.  The online auction is a live auction and each bid submitted is irrevocable and cannot be amended or corrected, even if submitted in error and notified to JOHN PYE & SONS.

Is shill bidding allowed?

Shill bidding is when someone bids on an item to artificially increase its price. This could create an unfair advantage or cause another bidder to pay more than they should. We want to maintain a fair marketplace for all our users, and as such, shill bidding is not allowed at John Pye.

I can’t place bids. What can I do?

We never want to disrupt someone from using our auction however If we have placed a restriction on your account, it’s usually:

  • To verify accounts for new customers
  • Non-payment on won lots
  • Late payment on won lots
  • Storage fees unpaid
  • A serious violation of one of our rules or policies.

I cannot login to my bidding account

Some common causes for this are:

  1. Some devices add a space after the email address
  2. The website browser you are using can also affect this. Please try an alternative web browser.
  3. Your password is case and number sensitive. Make sure an O is not a 0 (zero) or a 1 is not an l (lowercase L)
  4. If your account hasn’t been used in a while it may be archived. Please contact the customer service team.

If all that fails, we can force a password reset on the account

My bid was the highest and now I have been out bid and the auction has an extra 3 minutes added to the end time, why?

The Bidding Website operates a ‘3 minute rule’ which means that any person who bids on-line within the last 3 minutes of a specific Lot closing time will instigate the automatic extension of the Lot closing time by an additional 3 minutes and so on for any such subsequent bids.

Invoices & Payments

How do I make payment?

Once you have won an item, we send you your invoice in an email.  This is normally a few hours after the whole auction has finished.  Your will also find this in the “INVOICES” section when you log on to the website.
All payments should be paid within 2 days to prevent a restriction being placed on your account
You can make payment through invoices section by clicking on the relevant invoice that you wish to pay.
Payments will not go through if you do not enter the same address as your card provider identically. Nor will payments go through if you use someone else’s card.
We also accept BACS payments:
(Please include the delivery fee)
GENERAL AUCTION
Natwest
Reference: (Your Buyer Number)
Sort Code: 60-80-09
Account Number: 84605790

When will I get an invoice?

Your will receive your full invoice by email, with break a breakdown, a few hours after the auction has finished.  A basic version of this will also appear in the “INVOICES” section when you log on to the website.  You can make payment through this section by clicking on the relevant invoice that you wish to pay.
After a period of time paid invoices will be removed from this section of your account so please keep a record of the invoice we sent to you in PDF format through your email.

Will I get confirmation that my payment has been successful?

Once payment has been received and showing on your account, we start to process your order for delivery.  We do not send a payment confirmation out to you however you will receive both a text and an email (both with tracking link) with the delivery address on once a label has been created

I have missed the payment deadline, What happens now?

You must adhere to the payment deadline on your invoice when you win your item.
Late payment or non-payment can result in:

  • Your account getting restricted
  • You being charged storage fees
  • You losing your lots and them being resold at future auctions

Please ensure payments are made promptly within the 2-day payment window.  Thank you

My payment will not go through?

Payments will not go through if you do not enter the same address as your card provider identically. Nor will payments go through if you use someone else’s card.
The usual problem is not entering the first line of the address exactly as your card provider has this
Please retry, but if you are still experiencing problems, you can pay by bank transfer using the following details
Natwest
Reference: (Your Buyer Number)
Sort Code: 60-80-09
Account Number: 84605790

I want to cancel my invoice?

Invoices cannot be cancelled. Please refer to our Terms and Conditions for further details.
https://www.johnpye.co.uk/terms/general-auction-terms-and-conditions-2.pdf

What happens if I refuse to pay my invoice?

If you do not honour your obligations for payment as detailed in our Terms & Conditions, we will have no alternative but to place a restriction on your account. This means you will no longer be able to participate in future auctions with John Pye.

Where can i find my buyer number?

You can find your Buyer Number at the top Left-hand corner of your invoice. It’s the shorter number.
Your invoice number is below that and is longer.  It will be a mixture of letters and numbers.

Where can I find my invoice number?

Your invoice number a mixture of letters and numbers and is in the top left hand corner of your invoice.

Charges

What additional charges will I need to pay?

You will pay 22% buyers premium on the winning value of the lot and the total will be subject to VAT (20%).
I.e.  an item won for £100 after buyers premium is added will be £122 + vat if applicable. The total cost pre delivery costs will be £146.40 inc vat.

What is buyer Premium?

In auctions, the buyer’s premium is a charge in addition to the hammer price (i.e. the winning bid announced) of an auction item, or lot. The winning bidder is required to pay both the hammer price and the percentage of that price called for by the buyer’s premium. It is charged by the auctioneer in addition to the seller’s commission, which had always been charged by auction houses.

Will I incur storage fees?

Items that are paid for but not collected may incur storage fees by the site:
FEE SCALE (Per invoice per week)
£0.00 – £50.00 = £5.00 + VAT =£6.00
£51.00 – £100.00 = £10.00 + VAT =£12.00
£101.00 – £250.00 = £15.00 + VAT =£18.00
£251.00+   = £25.00 + VAT =£30.00

How Much are the delivery charges?

We now offer various forms of delivery.  Each auction states what method of delivery is available for that particular sale.
PARCEL DELIVERY
e.g. Small household appliances, clothing and games consoles etc
Parcels are delivered through DPD and you will receive tracking information for this.  Items that are won from the same auction, the same sale and that are on the same invoice can be bundled together for one postage price.  So, whether you win one item or multiple it is one price.
 
PALLET DELIVERY
e.g. White goods, household appliances and furniture
On certain auctions we now offer pallet delivery. We have designed a simple system to help you to estimate how many pallets are required in order to deliver you your lots.  On each lot there is an icon to denote how much space on a pallet the lot occupies.
 
TWO PERSON LIFT
e.g. White goods, household appliances and furniture
Delivery to the room of your choice.  Please note auctions designated with this type of delivery also offer a click and collect option if delivery is not required. This option is available when paying an invoice.
Please allow up to 7 working days for DELIVERIES to arrive.
For more information on deliveries and prices please follow the link and look at our delivery guide https://www.johnpye.co.uk/delivery/

Delivery

What options do I have with my DPD delivery?

With DPD, using your parcel number and selecting “Show My Options” you can:

    1. Collect from a pickup shop
    2. Deliver to a neighbour
    3. Change delivery day
    4. Deliver to a safe place
    5. Deliver to an alternate address
    6. Upgrade your delivery

I don’t know if my item is for collection or delivery?

Each of our sales is now offering either Parcel Delivery, Pallet Delivery or Collection by appointment.  You can’t choose which method as this is already allocated to each sale and is to control safety measures for our staff and customers.  Each sale will have a small icon telling you which method it is.
Each of our sales offer either Collection by appointment (Click and Collect), Parcel Delivery, Pallet Delivery or 2 Person lift Delivery to a room of your choice.
The type of auction / delivery method are clearly displayed next to the auction title on the auctions homepage i.e https://www.johnpyeauctions.co.uk/ as shown in the image below.

After clicking on an auction link from the homepage the delivery types are denoted by an image. See below delivery image types.

Collection Only

Parcel Delivery (DPD)

Pallet Delivery (Curbside Only)

2 Person Lift

When viewing the lot list, each lot will have one of the following icons applied to it to denote the type of delivery.

Collection Only

Parcel Delivery (DPD)

Pallet Delivery (Curbside Only)

2 Person Lift

If I win items from Multiple salerooms can you combine the delivery charge?

Items that are for delivery via DPD, that are won from the same auction, the same sale and that are on the same invoice can be bundled together for one postage price.  So, whether you win one item or multiple it is one price.  This is for Parcel Delivery only.
Pallet delivery items from the same site, same sale that are on the same invoice will get put together.  Each lot has a pallet icon with a size so you know exactly how much space on a pallet the item takes up.  Please note that items that take up less than a pallet will still need to be delivered on one whole pallet.
For our delivery guide & prices please follow the link – https://www.johnpye.co.uk/delivery/

How do the pallet sizes and prices work

Items that can be palletised are identified by a picture of a forklift against each lot description
We have designed a simple system to help you to estimate how many pallets are required to deliver you your lots.
On each lot there is an icon to denote how much space on a pallet the lot occupies.

 Quarter Pallet
 Half Pallet
 Full Pallet

For Pallet prices please click on the following link.
https://www.johnpye.co.uk/delivery/

My item at one site arrived within 48 hours so why am I still waiting 6 days later for my goods from another site?

All our sites are different in terms of how big they are, how much staff we have and the size of each actual sale.  This means that lots do come out at different times which is why we do advise 7 working days to cover for this.

Can I track my delivery?

Once a delivery label has been created you will be provided with a tracking link.
For parcel deliveries with DPD you can click “Show my options” and it will direct you to the DPD website where they have the following options:

  1. Collect from Pick up shop
  2. Delivery to my neighbour
  3. Change of delivery day
  4. Deliver to a safe place
  5. Deliver to an alternative address
  6. Upgrade my delivery

Please note that you get the notification when the label has been created so your item may still need to be packaged and collected via DPD

What method of delivery will my items be?

We now offer various forms of delivery.  Each auction states what method of delivery is available for that particular sale.
PARCEL DELIVERY
e.g. Small household appliances, clothing and games consoles etc
Parcels are delivered through DPD and you will receive tracking information for this.  Items that are won from the same auction, the same sale and that are on the same invoice can be bundled together for one postage price.  So, whether you win one item or multiple it is one price.
PALLET DELIVERY
e.g. White goods, household appliances and furniture
On certain auctions we now offer pallet delivery. We have designed a simple system to help you to estimate how many pallets are required to deliver you your lots.  On each lot there is an icon to denote how much space on a pallet the lot occupies.
TWO PERSON LIFT
e.g. White goods, household appliances and furniture
Delivery to the room of your choice.  Please note auctions designated with this type of delivery also offer a click and collect option if delivery is not required. This option is available when paying an invoice.
Please allow up to 7 working days for DELIVERIES to arrive.
For more information on deliveries please follow the link and look at our delivery guide https://www.johnpye.co.uk/delivery/

My item says Two Person lift or collection, what does that mean?

On selected Click & Collect sales we now offer a 2 person lift delivery service. There is a new Icon  next to items where we offer the new service
The Price will depend on the weight of the items, prices starting from £59 + VAT per Lot (one lot can consist of more than more item for example a three piece suite)
When you go to pay online, you get an option to “opt in” to the Delivery charge – this will then be automatically added to the invoice. Click and collect is available as the default option.
Please note: If you are unhappy with your item, the delivery team will not accept the item back. You will be advised to contact JP&S with any problems.

Collection

How do I book a Click & Collect slot?

Following full payment of your invoice you will have the facility to book a fixed collection slot for removing the goods from our salerooms.

Will I get confirmation for my Click & Collect slot?

Once the booking is made you will have the option to receive a confirmation email.
If you want the confirmation sending as an email, you have the option to enter an email address and press send.
You can skip the email and click “Return to My Account Page” button which will take then back to your account page.

Can I change my click & Collect slot?

We will do our best to accommodate requests to change Click & Collect slots  but depending on the slot allocated we may not be able to change this before the due collection time.  You can contact the site by telephone directly or use our online chat facility.

Can I bring my child with me to collect?

Children aged 15 years and under are not permitted inside the salerooms

How does Click & Collect work?

Collections will be in a safe and controlled environment with full safety protocol and Social Distancing measures in place.  Once Payment is made, you will be able to book a slot to arrange collection of these items only.  Any other items purchased in other sales will not be available for collection, these will remain as delivery only items.

I don’t know if my item is for collection or delivery?

Each of our sales is now offering either Parcel Delivery, Pallet Delivery or Collection by appointment.  You can’t choose which method as this is already allocated to each sale and is to control safety measures for our staff and customers.  Each sale will have a small icon telling you which method it is.
Each of our sales offer either Collection by appointment (Click and Collect), Parcel Delivery, Pallet Delivery or 2 Person lift Delivery to a room of your choice.
The type of auction / delivery method are clearly displayed next to the auction title on the auctions homepage i.e https://www.johnpyeauctions.co.uk/ as shown in the image below.

After clicking on an auction link from the homepage the delivery types are denoted by an image. See below delivery image types.

Collection Only

Parcel Delivery (DPD)

Pallet Delivery (Curbside Only)

2 Person Lift

When viewing the lot list, each lot will have one of the following icons applied to it to denote the type of delivery.

Collection Only

Parcel Delivery (DPD)

Pallet Delivery (Curbside Only)

2 Person Lift

Do you offer late night or weekend collection slots?

We don’t currently offer late night or weekend collections.  All available booking slots are available through our online booking system.

Can I send a courier to collect my item?

Once you have paid for your items and booked your collection slot you may send a representative (not a courier) to collect your items but they will need to know your Name, Address and they must be on time in coming to collect the items at the correct time slot.
If they miss the time slot allocated, they will not be able to collect the goods.  Please note that lots are not packaged by the saleroom and the majority of these items are two man lifts and you will need to provide sufficient labour for this.  We no longer provide sizes, weights or dimensions.

Aftersales

My item is different from the description/photo. What now?

You can raise this directly at the site by following the link below and filling out the form.
Customer Enquiry Form
We aim to respond to you within one working day.

I am missing one of the items from my invoice?

You can raise this directly at the site by following the link below and filling out the form.
Customer Enquiry Form
We aim to respond to you within one working day.

I have received the wrong item

You can raise this directly at the site by following the link below and filling out the form.
Customer Enquiry Form
We aim to respond to you within one working day.