Our Terms and Conditions
(General and Bespoke Collection)
Lots2Go – Customer Terms & Conditions
1. Introduction & Definitions
These Terms and Conditions (“Terms”) apply to all services provided by Lots2Go (“we”, “us”, “our”) to customers (“you”, “your”).
You are deemed to have accepted and be bound by these Terms if you:
• request a quote from us;
• place an order directly with us; or
• opt for postage or shipping services provided by Lots2Go through an auction house or seller, including where you select Lots2Go as the delivery or postage provider at checkout or after a sale.
Lots2Go provides a collection, packing, and shipping service for items purchased at auction or from approved third-party sellers. We do not sell, value, authenticate, inspect, test, refurbish, or guarantee the condition of any items.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud, or any rights you may have under applicable consumer law.
Definitions:
• “Item(s)” – goods you instruct us, or authorise an auction house, to release to us
• “Auction House” – the auctioneer or seller holding the item(s)
• “Courier” – a third-party delivery company
• “Declared Value” – the hammer price paid at auction, excluding buyer’s premium, taxes, and fees (unless agreed otherwise in writing)
• “Service” – the collection, packing, storage (if applicable), and courier dispatch arranged by Lots2Go
2. Service Stages & Scope
Our Service is provided in the following stages:
a) Collection – collection of item(s) from an auction house or agreed location
b) Packing & Handling – preparation and packing at our packing facility
c) Courier Dispatch – transfer of packed item(s) to a third-party courier for delivery
Different terms of risk and responsibility apply at each stage, as set out below.
All Services are provided based on information supplied by you or the auction house. Where item details differ materially, we reserve the right to amend pricing, packing methods, or courier selection.
3. Customer Responsibilities
You are responsible for ensuring that:
• you are the lawful buyer or authorised to arrange shipment;
• full payment has been made to the auction house prior to collection;
• the auction house has authorised Lots2Go to collect;
• all item information provided is accurate and complete;
• the item(s) are lawful to transport and not prohibited or restricted.
Lots2Go is entitled to rely on information supplied by you or the auction house and is not responsible for inaccuracies, condition reports, or undisclosed defects.
4. Quotes & Pricing
All quotes are estimates only and valid for 14 days unless stated otherwise.
If item(s) differ materially from the information supplied, pricing and service methods may be amended accordingly.
5. Payment Terms
Full payment is required before dispatch.
Once packing or shipping has commenced, all payments are non-refundable.
Failure to pay within 7 days may result in storage and administration fees.
6. Collection from Auction Houses – Risk & Insurance
Lots2Go will arrange collection once authorised and payment for items has been confirmed.
Collection dates and times are subject to auction house availability and access.
Insurance and Risk During Collection
All items are collected on an owner’s risk basis.
Lots2Go maintains business insurance appropriate to its services; however, this does not constitute item-specific or goods-in-transit insurance and is subject to exclusions, limits, and conditions imposed by insurers.
No separate insurance is provided for items during collection or handling unless expressly agreed in writing prior to collection.
Our liability during collection is limited to loss or damage arising directly from our failure to take reasonable care and is subject to the limits set out in these Terms.
Declared Value does not represent insured value and does not increase liability.
7. Packing & Handling
Items are packed to a commercially reasonable standard using materials selected at our discretion.
Packing reduces, but does not eliminate, the risk of damage. Fragile, aged, unique, or previously repaired items are packed on an owner’s risk basis.
Lots2Go is not responsible for damage arising from:
• pre-existing damage or defects;
• inherent fragility or age;
• internal movement of components;
• inaccurate information supplied;
• acts or omissions of couriers.
8. Restricted & Prohibited Items
We cannot collect or ship certain items due to legal, safety, courier, or insurance restrictions.
Prohibited items include (but are not limited to):
• illegal items
• firearms, ammunition, explosives, or weapons
• hazardous, flammable, or toxic materials
• liquids unless agreed in writing
• perishable goods or live animals
• items prohibited by law or courier regulations
Restricted items may be accepted only on an owner’s risk basis and with limited or no insurance.
9. Insurance & Risk During Transit
Courier insurance is optional unless stated otherwise and must be selected before dispatch.
Where insurance is selected, cover is arranged via a third-party insurer and is subject to the insurer’s terms, exclusions, and acceptance.
Where insurance is not selected, items are shipped entirely at the owner’s risk.
Lots2Go’s liability shall not exceed the lower of the Declared Value or the amount recoverable under the applicable insurance policy.
10. Courier Dispatch & Delivery
Delivery is arranged using third-party couriers.
All delivery times are estimates only.
Once item(s) are handed to the courier, responsibility for transit passes to the courier and delivery is subject to the courier’s terms.
Lots2Go is not responsible for courier delays, failed deliveries, or consequential losses.
You are responsible for accurate delivery details and availability to receive items. Additional courier charges may apply where deliveries fail.
11. Claims
Claims must be reported within 48 hours of delivery and must include photographic evidence and retention of all packaging.
Claims submitted outside this window or without required evidence will not be accepted.
Insurance claims are subject to insurer assessment and approval.
12. Storage
Short-term storage may be provided where required.
Storage and administration fees may apply.
Items held for more than 90 days may be disposed of to recover outstanding costs.
13. Cancellations, Opt-Out & Refunds
Cancellations must be made in writing.
Opt-Out Before Collection
If you do not wish to proceed with collection, you must notify Lots2Go by replying to the collection notification email at least 48 hours before the scheduled collection date.
Failure to do so will result in collection proceeding as scheduled and charges remaining payable.
Refund position:
• Before collection (with 48+ hours’ notice) – refund may be issued less costs incurred
• After collection but before packing – charges may apply
• After packing or dispatch – no refunds
Where items are collected and service is cancelled, the customer must arrange collection from Lots2Go’s facility and pay a release fee.
14. Complaints
Complaints must be submitted in writing.
We aim to acknowledge within 5 working days.
15. Data Protection
Personal data is processed in accordance with UK GDPR.
See Privacy Policy for details.
16. Governing Law
These Terms are governed by the laws of England and Wales.
Courts of England and Wales have exclusive jurisdiction.