Contact us:

For any questions about any of our auction items or trouble shooting on the website please contact:

• Dan Matten - dan@astarexperience.com
• Sarah Richardson - specialevents@kidneyresearchuk.org

FAQs:

1. How do I make a bid? - Click on Silent Auction Items in the left-hand menu on the homepage, scroll through the list and select the item you would like to bid on to see a larger photo and read the description. Enter your bid amount into the Enter Amount field and click Place Bid. If you are already registered the bid will be placed and the system will let you know if it has been accepted or not. If you are not registered, you will need to register your details.

2. How do I make a donation? - If you wish to make a donation this can be done through the Donate button on left hand menu of the home page.

3. How do I register? - You can either register when you first make a bid or go to Sign In button on the left-hand menu of the home page and click sign up.

4. How do I know if I have been outbid? - You can see the current winning bids on the Silent Auction Items page. You will also receive outbid text and email notifications, easily allowing you to make a higher bid, until the close of the auction.

5. What do I do if I want to retract a bid? - Please contact Dan Matten: dan@astarexperience.com

6. How do I know if I won an item? - Once the auction ends, winning bidders will be sent a text message and email confirming what lots they have won with details of how to pay and redeem their winning item(s).

7. How do I pay if I won an item? - Your pre-authorised card, given when registering for the site, will be automatically charged for all winning bid(s) once the auction closes. Should your card fail for any reason you will be sent a payment link via email and text to pay through the EMMA live website.

8. How will my item be delivered? Will there be a charge? 

• All physical items will be delivered by Kidney Research UK via Royal Mail. A member of the Kidney Research UK team will be in touch post auction via email/phone to arrange redeeming your winning item(s). Please note we kindly ask for a small donation to cover the postage requirements for the item to ensure all the money raised goes towards life-changing research. A link will be sent to winners after the auction via email.
• A Star Experience items come in the form of an e-voucher sent to the email you used to register your account for bidding. Emails will come directly from A Star Experience and the team at A Star Experience will facilitate your booking to make sure you have a fantastic time with your wins. 

9. When will my item be delivered / When can I redeem my experience? -

• We will send out all physical items as soon as possible once the auction has ended and addresses have been confirmed. If you need your item by a specific date please contact specialevents@kidneyresearchuk.org with details. 
• All winning bidders on A Star Experience items will receive an e-voucher within one working day of the auction closing. You will be assigned your very own account manager when you come through to redeem your voucher and A Star will set you up for a fantastic experience. 

10. When does the auction close? - The auction will finish on Sunday 4 December at 19:30. There is a countdown clock on the item page showing how long is left until the item closes.