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X5 FAQs
Frequently Asked Questions
Q. I won an item in an auction but didn’t receive an e-mail confirming the win.
A. X5 do not send e-mails confirming wins on auctions. Go to ‘Won Auctions-unconfirmed’ on the ‘My X5’page to see any items you have won that are waiting to be confirmed. All items must be confirmed within 7 days of winning.
Q. Why don’t I receive e-mails from X5?
A. To avoid security threats to users accounts such as phishing, X5 do not send e-mails to users personal e-mail accounts. If X5 wants to contact you it will be done through your X5 inbox which you can find on the ‘My X5’ page.
Q. What is ET?
A. ET stands for extra time. If a bid is placed on an item in the last 5 min of an auction, 5 extra minutes will be added to the time remaining. This can happen up to 3 times on a single auction item.
Q. What is VC?
A. VC stands for virtual credit. This is credit given to the user by X5 for a number of different ways and more information on this can be found in the X5 blog. Typically when VC is given it must be used within a certain time frame or it will expire. VC can be used to bid on items in auctions without having to use real credit. If the item is not won only the virtual credit will be deducted and the user’s credit will be untouched however if the item is won, the winning total plus the postage and handling fee plus the value of the virtual credit used in the auction must be paid.
Q. I bought multiple items. Can I combine the postage cost?
A. No. The fee is a postage and handling fee and although there may be multiple items going to the same destination each item has to be individually inspected and packaged before being shipped.
Q. If I win on a ‘Free Auction’ do I have to pay?
A. Yes. Free auctions mean that there is no Admin fee on bids placed. This means if you win you have to pay the value of the bids you placed but you will not have to pay any Admin fee for each bid.
Q. How long after I confirm an item will I receive it?
A. After confirming an item please allow 10 working days for it to arrive.
Q. My item is damaged/lost/not the item I confirmed!
A. X5 inspect all items before they are packaged and shipped to ensure their quality, however we are aware that damage can occur during postage. If the item should arrive in a damaged condition simply send X5 an e-mail clearly outlining the problem and include a photo of the damage and we will work to resolve the issue.
With regards to lost items, allow 10 working days for the item to arrive after confirming the item and if it does not arrive with within this time frame contact X5 to make us aware of the problem and we will follow it up with the postal service.X5 do our best to ensure quality of service to all our customers. We acknowledge that from time to time mistakes can occur. If there should happen to be a mix up and you receive the wrong item please contact X5 clearly stating what item you received, what item you confirmed and include a photo of the item you received and we will work to resolve the problem as quickly as possible.All responses will be sent to the user’s X5 inbox.
Q. There has been a delay with my PayPal payment!
A. PayPal payments take 3-4 working days to process payments and this will account for any delays. An alternative can be to use a bank order which typically takes 24-48 hours to be processed.
Q. How do I refer a friend?
A. There are two ways to use 'Refer a friend'.
Q. What does the Gold rush icon look like?
A. To make it easier for all our members we have included a screen shot of the Gold Rush icon and where it will appear on any page on which it pops up. We hope this makes it easier for all our members. Good luck on the Gold Rush!
Q. Can I bid on items on www.x5.com.au if I'm registered on a different domain?
A. Yes. When you search for an item, X5 will display the results for your current domain plus similar items on other X5 domains.
Q. How do I receive items from other domains??
A. Receiving items from other domains works slightly differently from receiving from your local domain, but it can be explained in 3 simple steps.
After you have completed these simple steps, fill out your details in the form including which courier will be picking up your items and what date and time they will be making the pick up. Once you confirm you can sit back and wait for your items to arrive.
A. X5 do not send e-mails confirming wins on auctions. Go to ‘Won Auctions-unconfirmed’ on the ‘My X5’page to see any items you have won that are waiting to be confirmed. All items must be confirmed within 7 days of winning.
Q. Why don’t I receive e-mails from X5?
A. To avoid security threats to users accounts such as phishing, X5 do not send e-mails to users personal e-mail accounts. If X5 wants to contact you it will be done through your X5 inbox which you can find on the ‘My X5’ page.
Q. What is ET?
A. ET stands for extra time. If a bid is placed on an item in the last 5 min of an auction, 5 extra minutes will be added to the time remaining. This can happen up to 3 times on a single auction item.
Q. What is VC?
A. VC stands for virtual credit. This is credit given to the user by X5 for a number of different ways and more information on this can be found in the X5 blog. Typically when VC is given it must be used within a certain time frame or it will expire. VC can be used to bid on items in auctions without having to use real credit. If the item is not won only the virtual credit will be deducted and the user’s credit will be untouched however if the item is won, the winning total plus the postage and handling fee plus the value of the virtual credit used in the auction must be paid.
Q. I bought multiple items. Can I combine the postage cost?
A. No. The fee is a postage and handling fee and although there may be multiple items going to the same destination each item has to be individually inspected and packaged before being shipped.
Q. If I win on a ‘Free Auction’ do I have to pay?
A. Yes. Free auctions mean that there is no Admin fee on bids placed. This means if you win you have to pay the value of the bids you placed but you will not have to pay any Admin fee for each bid.
Q. How long after I confirm an item will I receive it?
A. After confirming an item please allow 10 working days for it to arrive.
Q. My item is damaged/lost/not the item I confirmed!
A. X5 inspect all items before they are packaged and shipped to ensure their quality, however we are aware that damage can occur during postage. If the item should arrive in a damaged condition simply send X5 an e-mail clearly outlining the problem and include a photo of the damage and we will work to resolve the issue.
With regards to lost items, allow 10 working days for the item to arrive after confirming the item and if it does not arrive with within this time frame contact X5 to make us aware of the problem and we will follow it up with the postal service.X5 do our best to ensure quality of service to all our customers. We acknowledge that from time to time mistakes can occur. If there should happen to be a mix up and you receive the wrong item please contact X5 clearly stating what item you received, what item you confirmed and include a photo of the item you received and we will work to resolve the problem as quickly as possible.All responses will be sent to the user’s X5 inbox.
Q. There has been a delay with my PayPal payment!
A. PayPal payments take 3-4 working days to process payments and this will account for any delays. An alternative can be to use a bank order which typically takes 24-48 hours to be processed.
Q. How do I refer a friend?
A. There are two ways to use 'Refer a friend'.
- To refer a small number of friends you can enter the e-mail addresses individually separated by a comma into the 'Emails' box e.g. friend1@something.com, friend2@something.com
- To refer all the contacts in your e-mail address book you can export them as a csv file (comma separated value file) and upload them directly to X5. We have put together a short powerpoint presentation to explain how to do this. Click here to view it.
Q. What does the Gold rush icon look like?
A. To make it easier for all our members we have included a screen shot of the Gold Rush icon and where it will appear on any page on which it pops up. We hope this makes it easier for all our members. Good luck on the Gold Rush!
Q. Can I bid on items on www.x5.com.au if I'm registered on a different domain?
A. Yes. When you search for an item, X5 will display the results for your current domain plus similar items on other X5 domains.
Q. How do I receive items from other domains??
A. Receiving items from other domains works slightly differently from receiving from your local domain, but it can be explained in 3 simple steps.
- Click on the button which says "Click here for product size and weight". This will send a request to our customer support rep and you will receive a response with the dimensions ASAP. Moving forward X5 will be including the dimensions on new items.
- Select your choice of courier from the options given. Clicking on the logo opens a new window displaying the courier's homepage where you can place your delivery order.
- Finally select whether or not you would like to group items. This option is selected if you have won several items and would like to receive them in the same shipment. Clicking yes simply makes us aware of this so we can have all your items ready together for shipment.
After you have completed these simple steps, fill out your details in the form including which courier will be picking up your items and what date and time they will be making the pick up. Once you confirm you can sit back and wait for your items to arrive.
