Frequently Asked Questions

We do not know everything and you may have a question not listed here. Call us and discuss any other questions you have

How do I bid? 
There are many different options for you to bid. Live in-house, live online, leave an absentee bid with our staff, leave an absentee bid online, phone bid

Do I need to register to bid?
Yes, this is a requirement for us and by law. You can do it in-house or online, you can also use your online bidding number in-house – if you remember what it is. Every auction issues new numbers. 

Why do I have to register a credit/debit card to be able to bid?
This not only helps us address recent challenges with unpaid items and ensures that all transactions are completed promptly but also gives you a quick and easy transaction process. Rest assured, your card will only be billed if payment is not received for your successful bids within the given timeframes disclosed in each auction's Terms & Conditions.  

Are my credit/debit card details safe?
Thorntons uses Stripe for its online credit card transactions. Stripe processes online credit card transactions securely for thousands of merchants globally, providing a safe and secure online payment service. Payments are processed in real-time, Thorntons does not have access to your full card number, and Stripe secures this credit card payment. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. Visit the Stripe website for more info on online credit card payments.

I don't have a credit/debit card but want to bid, what do I do?
If either a credit card or debit card is not a possibility for you, please contact us and we can have a discussion.  We really want our bargains to be available to everyone.

What is the buyer's premium?
Buyers Premium is a form of guarantee that the item YOU purchase is yours and gives you a clear title to that item. If there is a dispute, we will help you through it.

Do you deliver?
Yes, we can deliver across the greater Auckland area. We also can assist with arranging a courier or you may use Post Hastes Pass The Parcel – see our partners. Once you know your auction win(s), simply click the “Book Delivery” link on our website, fill out the form and we’ll come back with a quote for you.

I bought something online. Now what?
A notification will be sent to you via email. You may pay online using a credit/debit card, PayPal, internet banking etc. or in-house. Once the items have been paid for in full they may be collected or a courier can be arranged for collection.

I bought an item and it does not work.
A general rule of thumb for auctions is buyer beware and there is no warranty expressed or implied. Contact us first, and let’s see what we can work out, we do not like selling items that unknowingly do not work. If we know a fault we will let you know, otherwise, it is on a case-by-case basis, contact us ASAP.

When do I have to collect the items I purchased?
The items may be collected as soon as they have been paid for in full. Check the required collection time frames for each auction for specific details. We do allow 2 working days for carriers/transport to be arranged. If you need a little longer let us know. We do have a fork hoist onsite to assist.

How do I get paid for the items you have sold for me?
This is done directly into your bank account, giving you & us very clear transaction transparency. On very rare occasions we will pay by cheque but NEVER in cash. We pay you once we have been paid, there is a 14-working-day wait period. If the items have not been paid by then the transaction is cancelled and represented.

I am having trouble logging in to my online account. What should I do?
If you've forgotten your password, you can reset it by clicking the "forgot your password" link on the sign-in page.  

How do I find out when your auctions are?
Follow us on Facebook or click the join our mailing list where we will email you every auction we have. For a list of auctions, click here.