Mask Auction FAQ
How can I participate?
To participate in the auction, you must first create an account. You will need to supply your first and last name, your email address, and a self-created password. Upon submission, you will be sent an email verification link to complete the account. If you have any questions or issues with logging in, please contact our customer care team at BlackVeilBrides@umgstores.com. You must be logged in to place bids.
What if I have issues when trying to create an account or login to my account?
If you have issues creating your account or need any account assistance, please reach out to our customer care team at BlackVeilBrides@umgstores.com for help.
How do I bid?
Every Auction will have an opening bid, which is the minimum amount you must bid to start the Auction for that item. Any bids placed below the highest bid will not be accepted. If someone bids more than you, you may continue to increase your initial bid as long as there is time left in the auction.
How will I know if I’ve won?
As a participant you will receive an email to confirm your bid has been received, when you have been outbid, when you are the highest bidder for an Auction item, and when you are the highest winning bidder for an Auction item.
I’ve won! Now what?
Congratulations! If you are the highest winning bidder, you will be notified via email with instructions and deadline to complete payment for the Auction Item. If you are confirmed as the highest winning bidder in an Auction and do not receive your winning confirmation email within 24 hours after the Auction closed, send an email to customer care requesting a re-issue of your confirmation email. Please note that if you are unable to successfully complete the checkout process within 24 hours, your winning bid will be forfeited.
How do I get my item(s)?
Your Auction Item(s) will be shipped to the mailing address provided at time of checkout within 10 days after successful completion of payment. All item(s) will be shipped with Signature Delivery Required, so please note that you will need to be present to receive your package(s). If you won more than one Auction Item or if your Auction Item contains more than one piece, your items may be shipped separately.
How much does Shipping cost?
Shipping costs vary depending on the size and weight of the Auction Item(s) and ship-to location and will be calculated at checkout.
Can I return my item after I receive it or exchange it for a different auction item?
All sales are final, and no returns or exchanges will be accepted. If you’ve received a damaged item, please see our general FAQs here for more details.