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.
Lots2Go acts solely as a logistics provider and is not an insurer.
Lots2Go has no involvement in the sale of item(s) and accepts no responsibility for their description, authenticity, or condition.
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). Declared Value does not represent insured value and does not increase Lots2Go’s liability.
• “Service” – the collection, packing, storage (if applicable), and courier dispatch arranged by Lots2Go.
• "Consignment" – all items shipped under one shipment reference.
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. Risk in the item(s) remains with the customer until physical collection by Lots2Go. Once collected, item(s) are handled subject to Lots2Go’s duty of reasonable care as set out in these Terms. Upon handover to a third-party courier, delivery is subject to the courier’s terms and conditions.
All Services are provided based on information supplied by you or the auction house. Where item details differ materially from the information supplied, Lots2Go reserves the right to amend pricing, packing methods, or courier selection and may delay or suspend the Service until revised terms are agreed.
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.
• any declared value or information provided for the purposes of insurance is accurate and complete;
Lots2Go is entitled to rely on information supplied by you or the auction house. Lots2Go is not responsible for inaccuracies, condition reports, or undisclosed defects.
Where incorrect, incomplete, or misleading information is provided, Lots2Go shall not be liable for any resulting loss, damage, delay, additional cost, or failed delivery.
4. Quotes & Pricing
All quotes are estimates only and valid for 14 days unless stated otherwise.
Quotes are based on the information provided by you or the auction house, including item size, weight, value, and destination.
Where item(s) differ materially from the information supplied, Lots2Go reserves the right to amend pricing, packing methods, or courier selection. Lots2Go may delay or suspend the Service until revised terms are agreed.
Additional charges may apply for items requiring specialist handling, additional packing materials, or non-standard courier services.
Lots2Go reserves the right to refuse to proceed where revised pricing is not accepted.
5. Payment Terms
Full payment is required prior to dispatch of item(s).
Lots2Go will issue a payment link, which must be paid within 72 hours unless otherwise agreed. Lots2Go reserves the right to delay or suspend the Service until payment is received.
Lots2Go reserves the right to retain possession of item(s) until all outstanding amounts, including any additional charges, have been paid in full.
Once packing or shipping has commenced, charges are generally non-refundable, except where required by law.
If payment is not received within 7 days, item(s) may be held by Lots2Go and storage, administration, and handling fees may apply until payment is made in full.
Lots2Go reserves the right to recover any outstanding amounts through appropriate legal or collection processes.
6. Collection from Auction Houses – Risk & Insurance
Lots2Go will arrange collection once authorised and payment for item(s) has been confirmed.
Collection dates and times are subject to auction house availability and access.
Lots2Go does not provide item-specific or goods-in-transit insurance during collection unless expressly agreed in writing.
Lots2Go is not an insurer and does not provide insurance cover for item(s).
Unless insurance has been specifically purchased and confirmed in writing, all items are collected, handled, stored and transported at the customer's risk, subject always to Lots2Go's duty to exercise reasonable care and any liability expressly accepted under these Terms.
Declared Value does not represent insured value and does not increase liability.
Lots2Go is not responsible for loss or damage arising prior to collection, including where item(s) are incorrectly identified, released, or prepared by the auction house or customer.
Lots2Go is entitled to rely on the auction house’s identification and release of item(s) and shall not be liable for errors in lot identification or documentation provided at the point of collection.
7. Packing & Handling
Items are packed to a commercially reasonable standard using materials selected at Lots2Go’s discretion.
Packing reduces, but does not eliminate, the risk of damage during handling and transit. Certain items, including those that are fragile, aged, unique, or previously repaired, carry an inherent risk of damage.
Lots2Go shall handle all item(s) with reasonable care but shall not be liable for loss or damage arising from:
• pre-existing damage or defects;
• inherent fragility or age of the item;
• internal movement of components not visible or disclosed;
• inadequate or inaccurate information supplied by the customer or auction house;
• acts or omissions of third-party couriers, subject to Section 10.
Where item(s) are particularly fragile or of a nature that increases risk, Lots2Go reserves the right to apply additional packing measures, adjust pricing, or decline to proceed with the service.
Lots2Go does not guarantee that any item can be packed in a manner that eliminates all risk of damage.
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 at Lots2Go’s discretion and may be subject to limited or no available insurance cover.
Where accepted, such item(s) are handled subject to a duty of reasonable care; however, they may not be eligible for compensation beyond Lots2Go’s limited liability as set out in these terms.
Lots2Go reserves the right to refuse, cancel, or suspend the Service where prohibited or restricted items are identified, whether declared or undeclared.
9. Insurance & Risk During Transit
Lots2Go does not provide insurance and is not an insurer.
Optional courier insurance may be made available through a third-party provider. Where selected, such insurance constitutes a separate contract between you and the insurer and is subject to that insurer’s terms, conditions, exclusions, and claims process.
Customers may arrange their own insurance cover for the full value of their items or purchase any optional insurance cover offered by Lots2Go.
Lots2Go does not guarantee the availability, acceptance, or outcome of any insurance claim.
Where insurance is not selected, item(s) are shipped at the customer’s own risk.
Lots2Go remains subject to a duty of reasonable care; however, our liability is limited to loss or damage arising directly from our failure to take reasonable care and shall not exceed the lower of:
(a) the Declared Value; or
(b) £100 per consignment.
Declared Value does not represent insured value and does not increase liability.
Important: some items may be capable of being packed and shipped by Lots2Go but may not be eligible for courier insurance. Any optional courier insurance is subject to the insurer’s own terms, conditions, exclusions, packaging requirements, delivery requirements and claims process. Excluded items include, but are not limited to: glass, porcelain, ceramics, earthenware, crystalware, mirrors, vases, pottery, crockery, TV screens, computer screens, furniture, household removal items, live animals, dangerous goods, controlled-temperature goods, alcohol, tobacco, CBD products, weapons, air guns, banknotes, currency, securities, cheques, bullion and pure precious metals, cryptocurrency wallets and recovery keys, furs, skins, bicycle frames and wheels, vehicle body parts, manufacturing equipment, goods shipped by sea freight, and any item prohibited or restricted by the courier, insurer or applicable law.
Courier insurance is available for shipments within the United Kingdom and all European countries.
For the following destinations, cover is available for international shipments only: USA, Canada, Japan, South Korea, Switzerland, Singapore, Australia, Hong Kong, Norway, New Zealand and Israel.
Where insurance is selected, Lots2Go may require a signed-for delivery service and may refuse to insure, ship, or continue with a shipment where the item, destination, packaging method, courier service, declared value, or delivery method would not meet the insurer’s requirements. Lots2Go does not guarantee that insurance will be available for any item and does not guarantee that any claim will be accepted.
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, delivery is carried out by a third-party courier and is subject to the courier’s terms and conditions.
Lots2Go is not responsible for delays, failed deliveries, or loss or damage caused by the courier, provided that Lots2Go has exercised reasonable care in selecting and instructing the courier.
You are responsible for providing accurate delivery details and ensuring that someone is available to receive the item(s). Additional charges may apply where deliveries fail or require re-attempts.
Lots2Go does not guarantee delivery times or outcomes and shall not be liable for any indirect or consequential loss arising from delivery delays or failures.
11. Claims
Where courier insurance has been selected and purchased, any claim for loss, damage, theft or non-delivery must be reported to Lots2Go in writing within forty-eight (48) hours of the scheduled delivery date. No compensation, reimbursement or claims for loss, damage, theft or non-delivery will be considered for shipments where courier insurance has not been purchased. Failure to notify Lots2Go within the required period may result in the claim being declined.
Customers must inspect all items immediately upon delivery. Where damage is apparent upon receipt, the Customer should ensure that any visible damage is recorded with the courier at the time of delivery wherever possible.
To support a claim, the Customer must retain the item and all original packaging exactly as received, including the outer box, internal packaging materials, wrapping, cushioning and shipping label, until the claim has been fully investigated and concluded. Disposal of the packaging, failure to retain the item, or failure to make either available for inspection may result in the claim being rejected.
The Customer must provide all information and documentation reasonably requested by Lots2Go, including, but not limited to, photographs of the item prior to shipment (where available), photographs of the packaged consignment, photographs of any damage sustained, proof of value, proof of payment, courier documentation and any other evidence required to assess the claim. Photographs should be supplied in their original format and must not be altered, edited, enhanced or manipulated.
In cases involving theft or suspected theft, Lots2Go reserves the right to request a police crime reference number or other supporting evidence. In cases of non-delivery, the Customer may be required to provide information reasonably requested to assist with the investigation, including carrier tracking information and, where applicable, confirmation from the carrier that the shipment has not been delivered.
Lots2Go reserves the right to request additional information or documentation, including proof of identity, repair quotations, repair estimates or any other evidence reasonably required to assess a claim. No claim will be considered where insufficient evidence is provided, where the item or packaging has been discarded, altered, repaired or otherwise disposed of before inspection, or where the Customer has failed to comply with these Terms and Conditions.
Where courier insurance has been purchased, claims will be handled in accordance with the applicable insurer's terms, conditions and claims procedure. Lots2Go acts solely as an intermediary and does not guarantee the acceptance, outcome or payment of any insurance claim. The decision of the insurer in relation to any claim shall be final.
Any compensation awarded shall not exceed the proven value of the item, the declared value stated at the time of booking, or any applicable compensation limit, whichever is lower. Where compensation is paid in full for a lost or irreparably damaged item, ownership of that item may transfer to Lots2Go, its insurer, or its appointed claims representative.
Failure to comply with the requirements set out in this Claims Procedure may result in the claim being declined.
All claims must be submitted in writing to contact@lots2go.co.uk and must include your full name, shipment reference, tracking number, details of the claim, supporting photographs where applicable, proof of value, proof of payment for the items, and any other documentation reasonably requested by Lots2Go or its insurer. Depending on the nature of the claim, additional evidence may be required, including photographs of the item prior to shipment, a carrier non-delivery confirmation, a police crime reference number, proof of identity, or repair quotations.
12. Storage
Short-term storage may be provided where required as part of the Service.
Lots2Go reserves the right to charge storage, administration, and handling fees where item(s) are not collected, dispatched, or otherwise processed within a reasonable timeframe, including where delays are caused by the customer or auction house.
Lots2Go reserves the right to retain possession of item(s) until all outstanding charges, including storage and administration fees, have been paid in full.
Where item(s) remain uncollected or unpaid for a period exceeding 90 days, Lots2Go reserves the right to dispose of, sell, or otherwise deal with the item(s) in order to recover outstanding costs, without further notice to the customer.
Lots2Go shall not be liable for any loss or damage occurring during storage beyond its duty of reasonable care.
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 provide notice within this timeframe may result in collection proceeding as scheduled and reasonable charges remaining payable.
Refund position:
• Before collection (with at least 48 hours’ notice) – a refund may be issued, less any costs already incurred;
• After collection but before packing – reasonable charges may apply to cover collection, handling, and administration costs;
• After packing or dispatch – charges are generally non-refundable, except where required by law.
Where items are collected and service is cancelled, the customer must arrange collection from Lots2Go’s facility and pay a release fee.
Lots2Go reserves the right to recover any costs reasonably incurred as a result of cancellation, including collection, handling, packing, and administration.
14. Complaints
Complaints must be submitted in writing to contact@lots2go.co.uk
Lots2Go aims to acknowledge complaints within 5 working days and will investigate and respond within a reasonable timeframe.
Submission of a complaint does not constitute a claim for loss or damage, which must be made in accordance with Section 11 (Claims).
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.