Confirm the arrangements first
Terms for an individual object can differ from one item and one buyer to the next. This page lists what to ask, grouped by decision, so that the answers you rely on are the ones you have received in writing from the company.
Start by naming the object as clearly as you can: the page it appeared on, its title or description, and any reference you were shown. Then ask whether it is still available and whether it is being considered by anyone else.
If you want to inspect it, ask whether that is possible and how it would be arranged. We do not publish visiting hours, so please do not assume you can call in. If a viewing is not offered, ask for further photographs of the areas that concern you and a written description of its condition.
Ask for the full price in pounds sterling or whichever currency applies, and whether any other charges would be added, such as packing or carriage. Whatever figure you are quoted is the one to confirm in writing.
Ask which payment methods are accepted, when payment would be due, and at what point you would be committed to the purchase. Ask also whether the item can be held for you while you decide, and for how long. Get each answer in writing before you pay.
Delivery or collection may not suit every object or every address. Ask whether either is available for the item you want and for the place it needs to go, rather than assuming.
If delivery is offered, ask who arranges it, what it costs, how the item would be packed and who is responsible if it is damaged on the way. If you would collect, ask where and when, and what you would need to bring. Bulky or fragile objects are worth raising early.
Ask what the company's terms are if you change your mind, if the item arrives damaged, or if it is not as described. Ask for them to be set out in writing so you know which apply to your purchase.
Also ask how to raise a concern and who to contact. This page does not set out your legal rights or the company's policies. For advice on your own position, consult an appropriate adviser or consumer advice service.
Before you commit, make sure you have a written answer to each of these: the item and its condition, availability, viewing, total price and charges, payment method and timing, delivery or collection, and returns or problems. Print this page or copy the list into your message.
Email [email protected] with your questions. If you would like help wording your message, the buying by enquiry page explains how to prepare one.
Pick the arrangement you are least sure about to see a sample question and why it matters. The draft below is prepared here for you to edit and send from your own email app; nothing is sent from this page.
If you are unable to travel, a written condition description and extra photographs let you judge the object. Say which areas matter most to you.
I cannot view this item in person. Could you send a written description of its condition and further photographs of any wear, repairs or damage?
A quoted price may not be the full amount. Asking for a single total, with each charge listed, avoids surprises and makes different options easier to compare.
Could you give me the total I would pay for this item, listing the price and any other charges, and say which payment methods you accept?
Fragile or bulky objects raise questions about packing, cost and responsibility in transit. It also helps to know what would happen if something is wrong on arrival.
Is delivery possible to my address, what would it cost, who is responsible if the item is damaged in transit, and what are your terms for returns?
Hypothetical wording, not a real exchange. Edit freely; nothing is sent or stored by this page.
Choose an arrangement and edit the sample, or copy it into your own email to [email protected].
Vault & Vale / Enquiries
Send your questions to [email protected], or use the contact page to prepare them in your own email app. Keep the written replies until the purchase is complete.
Ask about buying arrangements ↗ [email protected]