Highle.com FAQ
What is highle?
Welcome to Highle for your chance to buy fantastic products at incredibly low prices.
Here you can also play our free browser MMO games to win free prizes and cheap deals.
You can compete with thousands of players for fun and rewards while chatting with friends.
Every day we are auctioning away brand new, top-name prizes at incredibly low prices
Starting at 1 cent with no reserve, which include laptops, and video cards for you to win.
After you have bid, timer will incraese by 10 seconds giving other users the chance to bid.
If no users bid after you, then congratulation, you won an auction on Highle.
How can I participate?
You will need to successfully Register for an account.How do I bid on Highle?
Click here to visit the how to bid pagePick an auction:
What do you want to win? Will the product be a laptop, or will it be a monitor? Pick an auction and see if you can win. You will always find incredible products on our homepage, or you can browse through the categories to find specifically what you are looking for.
Bid and win!
Here is the most exciting part of Highle – to watch the time count down and witness if you have won a fantastic product. Simply just click on Bid, it’s really that simple!
If you need to leave your computer, don’t worry because you can use the “BidButler” to place your bids for you when you are away.
How does your BidButler work?
BidButlers will bid for you when you are away from your computer. Simply choose a price range and the maximum number of bids that you want your BidButler to use. BidButlers will automatically bid for you within your desired price range.
How does the BidButler know when to bid?
If there is just one BidButler booked to bid in an auction, the bids will be placed automatically within your range at any point within the final ten seconds. The countdown will then extend to a maximum of 20 seconds for each bid that is placed.
If there are two or more BidButlers bidding against each other, all the consecutive BidButler bids are placed immediately, and the price and countdown increase with each BidButler bid placed. The countdown will extend to a maximum of 20 seconds per bid.
Hint: Ensure that the price ranges you choose are not too close together.
You must book a minimum of 2 bids for the BidButler to be able to bid.
You can only book one BidButler at a time. As soon as the first BidButler is no longer active, you can book the next BidButler.
Your maximum price has to be at least $1 higher than the current end price.
You can book a maximum of 50 in bids on the BidButler.
A BidButler can be deleted at any point. All unused bids at the time the BidButler is deleted will be returned to your account.
In order to delete a BidButler, please click the small red cross in the BidButler Overview, which you can find next to the BidButler.
Why did the auction end before my BidButler bids were placed?
The auction can end before your minimum BidButler range has been reached. The BidBulter can only join the auction within the given price range. This ensures that we offer the lowest prices for our products. All unused bids will be returned to your account.
What happens to bids that are not used by my BidButler?
Unused bids will be returned to your account. This can happen when your BidButler isn't able to use all of your bids within the given price range or when the auction is won at a lower price than you instructed your BidButler to bid between. All unused bids are returned to your account as soon as the auction ends.
Can you give me advice about how to bid?
There are no winning strategies that guarantee you to win a product after you have bid, but here are some tips to improve your chance to win, as well as some tips that you should avoid.
Place your bid late:
Watch the time and try to bid in the final ten seconds. That way other users will have only 30 seconds to bid or you will win the product. If you bid too early, other users will have much more time to react and bid, erasing any chance that you will win the product.
Start with the cheapest products:
Although you are more likely to bid on expensive products, try your luck to see if you can win some of the cheapest products. Expensive products attract more than 100 bidders, which decreases your chance to win while cheaper products attract a lot fewer bidders.
Use your BidButler to your advantage:
BidButlers are a powerful tool because if you get the timing right, you can scare off other bidders by placing one bid. Mostly bidders do not like to see their bids get match over and over again by your Bidbutler, so you might persuade them to give up and try again next time.
Turn their BidButlers against them:
Many users tend to set their “Bid to” value of their BidButlers to a round number, so watch out for their mistake and you might be able to bid and win a product when a Bidbutler has just finished.
Keep an eye on what other bidders are up to:
You can view any user’s last ten bids, so try to work out a few strategies on who are bidding and when are they bidding. It’s all about timing so placing your bid at the right time will improve your chance to win the product.
Scout out the competition:
Find out how many different bidders have recently bid on an auction. If there are many bidders interested in the product that you want to bid, then you should try again next time to bid. But if there are few bidders interested in the product, then you are more likely to win the product.
Bid at the right time of day:
The number of bidders varies throughout the day. Use this advice to your advantage because bidding at night when people are eating dinner is better than bidding in the evening when people are waiting for dinner to be served.
Fine-tune your BidButler:
If you are using your BidButler, then it’s best if you do not set your “Bid to” value to a round number. Other bidders will watch for it to occur.
How do I earn bids?
You can earn bids by playing our games, completing surveys/offers, or buying Highle Gemz, which will give you free bids.
Where can I keep track of the auction(s) I am bidding?
You can view your “My Highle” to keep track of your bids, your auctions, and your won auctions.
Where can I see how many bids I have placed on an auction?
You can view the bids that you have placed under “Bid History” on the right hand side of the auction detail page, just under the BidButler section.
You can view a full bid history under Bid Account (My Highle à Account à Bid Account) by clicking on the “+” sign alongside every auction
Where can I see my booked Bidbutlers?
You can view an overview of all active BidButlers when you click on My Highle and selecting My BidButler to your left. In this overview, all active BidButlers are shown. A BidButler is classed as active until all BidButler bids are placed, the maximum price range of a BidButler is met, or if you delete the BidButler.
I’ve placed a bid but I am currently not the highest bidder, how come?
When a bid is placed, it will always be the highest bid, but might get out bid very quickly. This can happen when many users are bidding at the same, which will grant the last user to click bid to currently be the highest bidder.
Can I bid on future auctions?
Please wait until the auction’s countdown has begun. These auctions are shown in the drop down menu under “live auctions”.
Auctions
I’ve just won an action. What should I do now?
Congratulations on winning a product on highle, job well done!
Confirming your win:
Once an auction has ended, you’ll be automatically transferred to a page where we will ask you to confirm that you still want the item. We’ll also contact you via email explaining all the procedures to retrieve the prize. You must confirm that you still want the item within 7 days at the end of the auction. If you still haven’t confirmed within 21 days, then we will assume that you no longer want to buy the product.
Paying for the item that you have won:
You can pay for your product by credit, debit, or via PayPal. Please make sure to pay within 7 days at the end of the auction. We will confirm your payment via email and arrange for the product to be shipped to you shortly. If the product has not arrived within 14 days of our confirmation, please contact our customer service.
How can I watch an auction?
You can watch an auction if you click on “Watch auction in My Highle” on the top right of an auction detail page. The list of all watched auctions you will find are in “My Highle à Auctions under “Watched Auctions”.
When you choose to watch an auction, our system will automatically send you an email notification as soon as the auction begins its 24 hour countdown.
When does an auction end?
An auction ends once the countdown reaches zero. An auction can also end when the date and time shown under “Auction will end before” is reached.
What’s the difference between an auction end price and the actual retail price?
Auction end price:
An auction end price is the price that the winner of the auction is eligible to pay for the product.
Actual retail price:
The actual retail price is provided as an indicator for bidders who want to know how much they can buy the product elsewhere.
Delivery and Shipping
Substitute Items:
Rarely, we will no longer have the product you won in stock. When this happens, we will contact you and offer to send you an equivalent product of at least equal value.
Delivery Charges:
The charges shown are for delivery to mainland USA, which exclude Alaska and Hawaii. Also, some outdoor living products are impossible to ship to Hawaii and Alaska because they are extremely heavy, oddly-shaped, or considered hazardous.
We are unable to deliver to Puerto Rico and protectorates.
Delivery Time:
Delivery varies for the different products that we auction. Most of our products are delivered from our suppliers, with the majority arriving within 14 days of payment. We will contact you via email to let you know that your product has arrived.
Why haven’t I received my product?
If your product has not arrived more than 14 days of payment, then contact our customer service team. Most of our products are shipped directly from our suppliers and will be delivered shortly after you have paid.
Which countries do Highle deliver to?
We can deliver any products to mainland USA, which excludes Alaska, Hawaii, Puerto Rico, and protectorates.
However we do deliver some products globally.
Returns and Complaints
What should I do if the item I won is defective?
We apologize if you have received a product that is defective. Occasionally, a product may be damaged during transit or even in production. If this has happened to you, we will do our best to solve your problem as quickly as possible.
We suggest that you check the manufacturer’s website or call their customer service first as many of the most common problems are easily resolved without returning the product.
If the problem persists or if you are unable to resolve the issue directly with the manufacturer, please contact our customer service and we will provide you with further instructions. Please have your auction ID and the serial number of the product at hand as this will aid us in solving your problem more quickly.
Please do not return the product without contacting us first. This could result in a longer processing time to replace your item. If determined that your product needs to be replaced, we will contact you and let you know what to do.
Do you offer a standard guarantee on the products auctioned?
Warranties on the product are provided by the manufacturer and therefore vary depending on the item. If you have any further questions or concerns regarding warranties or guarantees, you can contact our customer service team and we will do our best to address them.
Can I return an item that I have won?
Highle understands that you may change your mind after purchasing an item. If for whatever reason you wish to return the product, please contact our customer service team and we will provide you with further instructions. We ask that you have your user name and the auction ID of the item ready, as well as the reason for your return.
Please note that after Highle has approved the return, you will only be refunded the final auction price and the shipping cost. We cannot reimburse you the cost of the bids that were used in the auction.
Can I get a refund on an item that I have won?
If you decide you no longer want the product within the 14 day grace period, we will refund the final auction price and the shipping expense that you have paid. We do not refund the cost of the bids that you have used to purchase the product. The item(s) must still be in its original packaging and must not be defective. Please contact our customer service team for further details and actions. Have your auction ID and your user name ready.
Managing my account
How do I change my password?
Please log onto Highle and proceed to “My Highle.” Select the option to “Change password” which will be to your left.
What do I do if I have forgotten my password or user name?
Click on the "Help" option. Select the link "Lost password?" in the self help box. We'll send you an email with instructions on what to do next. Due to security reasons, a link will be provided in your email that will allow you to reset your Highle password.
Click on the “Help" option. Select the link "Forgotten my account information" in the self help box. We will send you an email with your username.
Subscribe:
Click on the "Help" option. Select the link "Subscribe/Unsubscribe" in the self help box. By typing in your email address and confirming this choice, you will automatically be added to the Highle newsletter.
Unsubscribe:
Click on the "Help" option. Select the link "Subscribe/Unsubscribe" in the self help box. By typing in your email address and confirming this choice, you will automatically be unsubscribed from the Highle newsletter.
Can I change my user name?
We apologize but your user name cannot be changed. When registering, please be careful not to select a user name that could be taken as an offense or abuses the rights of third parties. If you notice such a user name, please contact our customer service.
How do I add or change my address?
Please log onto Highle and click on “My Highle” and select “My Address” which will appear on your left.
Please note that you can only store one billing address and one delivery address.
If you do not enter a separate delivery address, we’ll ship the product to your billing address.
How do I change my first name and surname?
Please log onto Highle and click on “My Highle” and select “Edit Profile” which will appear on your left.
Where can I check my bids account?
Please log onto Highle and click on “My Highle” to see how many bids you currently have in your account.
Where can I check the number of coupons I have?
At the moment, Highle is not offering any coupons. Please check back later for further announcement.
Where can I check how many auctions I have won?
Please log onto Highle and click on “My Highle” and select “View your won auctions” which will appear on the bottom.
How do I delete my account?
We apologize but there is currently no way to delete your account.
Where do I find my customer ID?
Once you have successfully registered on Highle, we will send you your customer ID via email.
If you want us to re-send you your customer ID, just click on "Help". Select the link "Forgotten my account information" in the self help box. We'll then send you an email with your user ID and customer ID.
Can I change my email address?
Yes. Please log onto Highle and click on “My Highle” and select “Edit Profile” which will appear on your left.
Payment and Payment Methods
How can I pay for auctions I’ve won?
You can pay for your products that you have won by credit or debit card, or via PayPal. We accept credit and debit cards like Visa and Mastercard.
How secure are your payment methods?
Your privacy and security are important to us. We use high-security encoding (SSL) to protect your payment details when processing your online payment.
Technical Problems
What are the recommended PC requirements to use Highle?
You can participate in Highle auctions with nearly all PCs that allow you to access the internet:
Recommended internet connection:
512k DSL connection or faster
Why hasn’t my bid been registered on an auction?
Very occasionally, users tell us that even though they bid before the countdown ended, their bids did not get placed and the auction ends. In these instances, the most likely explanation is that the transfer between your PC and our servers are very slow due the internet connection being overloaded.
There are a few ways to avoid this problem:
While bidding on Highle, users should not download large data such as video or audio files from the internet.
Don't send emails with large attachments while bidding on Highle.
Make sure that no other users such as family members are using the internet while you are bidding.
We apologize for any inconvenience that may have interrupted your bidding. To be absolutely certain that you avoid the problem, do not leave your bidding until the last second, or use the BidButler to place your bids.
I can't confirm my registration using the link in the registration confirmation email. What should I do?
It might be that your email program shows the link in your registration mail as faulty. If this happens, just copy the complete link in to the address line of your internet browser and press 'Enter'. If this doesn't work, please get in touch with our customer service team, letting us know the email address that you use to register.
How do I activate Cookies?
To enable cookies, please follow the instructions below for the internet browser version you are using.
Microsoft Internet Explorer 7.0+
Select Tools from the pull-down menu in your browser.
Select Internet Options. The Internet Options dialog will appear.
Select the Privacy tab. Under Settings, click Advanced.
Check Override automatic cookie handling under Cookies section in Advanced Privacy Settings window.
Under First-party Cookies, select Accept. Under Third-party Cookies, select Accept. Check Always allow session cookies.
Microsoft Internet Explorer 6.0+
Select "Internet Options" from the Tools menu.
Click on the "Privacy" tab.
Click the "Default" button (or manually slide the bar down to "Medium") under "Settings".
Click "OK".
Microsoft Internet Explorer 5.x
Select "Internet Options" from the Tools menu.
Click on the "Security" tab.
Click the "Custom Level" button.
Scroll down to the "Cookies" section.
To enable:
Set "Allow cookies that are stored on your computer" to "Enable".
Set "Allow per-session cookies" to "Enable".
Click "OK".
Microsoft Internet Explorer 4.x
Select "Internet Options" from the View menu.
Click on the "Advanced" tab.
Scroll down to find "Cookies" within the "Security" section.
To enable:
Select "Always accept cookies".
Click "OK".
Mozilla Firefox 2.0+
Go to the "Tools" menu.
Select "Options".
Select the Privacy tab.
Make sure that the Accept cookies from sites under Cookies is ticked (the default setting).
Click "OK" to save changes.
Mozilla Firefox (1.0 final release and earlier)
Go to the "Tools" menu.
Select "Options".
Select the "Privacy" icon in the left panel.
Check the box corresponding to "Allow sites to set cookies".
Click "OK" to save changes.
Netscape 7.1/Mozilla 5.0
Select "Preferences" from the Edit menu.
Click on the arrow next to "Privacy & Security" in the scrolling window to expand.
Under "Privacy & Security", select "Cookies."
Select "Enable all cookies".
Click "OK".
What happens to the auctions during system downtime?
Downtime, or outage, is an occasional and unforeseeable problem with the internet, and means that bids cannot be placed during this short period when we are offline. If we experience downtime at any point, we automatically add ten minutes on to the auction end time, so that our bidders are not left at a disadvantage. It is impossible to place any bids whilst the system is experiencing downtime, so any bids attempted during this period will not be debited from your account. If this situation does occur, we advise you to refresh your screen regularly, either by pressing F5 or the refresh button on your browser.
I’m using an AOL browser, why can’t I bid?
Unfortunately, it’s not possible to bid on Highle using an AOL browser. As a standard setting, AOL doesn’t allow cookies to be stored in the browser, which means you’ll be unable to see the countdown clocks or place a bid. We’d advise you to try a different browser – ideally Firefox, and ensure that cookies are enabled in this browser.
Protect yourself
Important security notice:
Highle employees will never ask for your password through emails or by phone. Therefore please do not send your password to anyone (this includes family members) and don’t hesitate to contact our customer service at support@hilvl.com if you receive such a message.
What's the danger of fake emails?
These emails might be sent to obtain confidential information, such as password or credit card information, so please be highly alert to avoid answering any of these emails.
How do I know if an email was sent by Highle?
All emails that are sent by us and which contain personal information will always include a personal communication ID. This key has to match your own personal communication key, which you will find under "My Highle". Please contact our customer service at support@hilvl.com, in case the two keys do not match.
How do I recognize a fake email requesting for a payment?
Payments to Highle can only be made via www.highle.com. Please don't respond to any emails, which ask you to transfer money via direct debit or Western Union.
What should I do, if I receive a suspicious email?
You should never click on a link in such an email. The links in these emails may lead to websites which are designed to obtain your personal data illegally or to commit another related crime.
Please forward any suspicious email to support@hilvl.com. Highle will check the email and inform you if it was sent by us.
How does your BidButler work?
BidButlers will bid for you when you are away from your computer. Simply choose a price range and the maximum number of bids that you want your BidButler to use. BidButlers will automatically bid for you within your desired price range. How does the BidButler know when to bid? If there is just one BidButler booked to bid in an auction, the bids will be placed automatically within your range at any point within the final ten seconds. The countdown will then extend to a maximum of 20 seconds for each bid that is placed. If there are two or more BidButlers bidding against each other, all the consecutive BidButler bids are placed immediately, and the price and countdown increase with each BidButler bid placed. The countdown will extend to a maximum of 20 seconds per bid. Hint: Ensure that the price ranges you choose are not too close together. You must book a minimum of 2 bids for the BidButler to be able to bid. You can only book one BidButler at a time. As soon as the first BidButler is no longer active, you can book the next BidButler. Your maximum price has to be at least $1 higher than the current end price. You can book a maximum of 50 in bids on the BidButler. A BidButler can be deleted at any point. All unused bids at the time the BidButler is deleted will be returned to your account. In order to delete a BidButler, please click the small red cross in the BidButler Overview, which you can find next to the BidButler. Why did the auction end before my BidButler bids were placed? The auction can end before your minimum BidButler range has been reached. The BidBulter can only join the auction within the given price range. This ensures that we offer the lowest prices for our products. All unused bids will be returned to your account. What happens to bids that are not used by my BidButler? Unused bids will be returned to your account. This can happen when your BidButler isn't able to use all of your bids within the given price range or when the auction is won at a lower price than you instructed your BidButler to bid between. All unused bids are returned to your account as soon as the auction ends.Can you give me advice about how to bid?
There are no winning strategies that guarantee you to win a product after you have bid, but here are some tips to improve your chance to win, as well as some tips that you should avoid. Place your bid late: Watch the time and try to bid in the final ten seconds. That way other users will have only 30 seconds to bid or you will win the product. If you bid too early, other users will have much more time to react and bid, erasing any chance that you will win the product. Start with the cheapest products: Although you are more likely to bid on expensive products, try your luck to see if you can win some of the cheapest products. Expensive products attract more than 100 bidders, which decreases your chance to win while cheaper products attract a lot fewer bidders. Use your BidButler to your advantage: BidButlers are a powerful tool because if you get the timing right, you can scare off other bidders by placing one bid. Mostly bidders do not like to see their bids get match over and over again by your Bidbutler, so you might persuade them to give up and try again next time. Turn their BidButlers against them: Many users tend to set their “Bid to” value of their BidButlers to a round number, so watch out for their mistake and you might be able to bid and win a product when a Bidbutler has just finished. Keep an eye on what other bidders are up to: You can view any user’s last ten bids, so try to work out a few strategies on who are bidding and when are they bidding. It’s all about timing so placing your bid at the right time will improve your chance to win the product. Scout out the competition: Find out how many different bidders have recently bid on an auction. If there are many bidders interested in the product that you want to bid, then you should try again next time to bid. But if there are few bidders interested in the product, then you are more likely to win the product. Bid at the right time of day: The number of bidders varies throughout the day. Use this advice to your advantage because bidding at night when people are eating dinner is better than bidding in the evening when people are waiting for dinner to be served. Fine-tune your BidButler: If you are using your BidButler, then it’s best if you do not set your “Bid to” value to a round number. Other bidders will watch for it to occur.How do I earn bids?
You can earn bids by playing our games, completing surveys/offers, or buying Highle Gemz, which will give you free bids.Where can I keep track of the auction(s) I am bidding?
You can view your “My Highle” to keep track of your bids, your auctions, and your won auctions.Where can I see how many bids I have placed on an auction?
You can view the bids that you have placed under “Bid History” on the right hand side of the auction detail page, just under the BidButler section. You can view a full bid history under Bid Account (My Highle à Account à Bid Account) by clicking on the “+” sign alongside every auctionWhere can I see my booked Bidbutlers?
You can view an overview of all active BidButlers when you click on My Highle and selecting My BidButler to your left. In this overview, all active BidButlers are shown. A BidButler is classed as active until all BidButler bids are placed, the maximum price range of a BidButler is met, or if you delete the BidButler.I’ve placed a bid but I am currently not the highest bidder, how come?
When a bid is placed, it will always be the highest bid, but might get out bid very quickly. This can happen when many users are bidding at the same, which will grant the last user to click bid to currently be the highest bidder.Can I bid on future auctions?
Please wait until the auction’s countdown has begun. These auctions are shown in the drop down menu under “live auctions”. AuctionsI’ve just won an action. What should I do now?
Congratulations on winning a product on highle, job well done! Confirming your win: Once an auction has ended, you’ll be automatically transferred to a page where we will ask you to confirm that you still want the item. We’ll also contact you via email explaining all the procedures to retrieve the prize. You must confirm that you still want the item within 7 days at the end of the auction. If you still haven’t confirmed within 21 days, then we will assume that you no longer want to buy the product. Paying for the item that you have won: You can pay for your product by credit, debit, or via PayPal. Please make sure to pay within 7 days at the end of the auction. We will confirm your payment via email and arrange for the product to be shipped to you shortly. If the product has not arrived within 14 days of our confirmation, please contact our customer service.How can I watch an auction?
You can watch an auction if you click on “Watch auction in My Highle” on the top right of an auction detail page. The list of all watched auctions you will find are in “My Highle à Auctions under “Watched Auctions”. When you choose to watch an auction, our system will automatically send you an email notification as soon as the auction begins its 24 hour countdown.When does an auction end?
An auction ends once the countdown reaches zero. An auction can also end when the date and time shown under “Auction will end before” is reached.What’s the difference between an auction end price and the actual retail price?
Auction end price: An auction end price is the price that the winner of the auction is eligible to pay for the product. Actual retail price: The actual retail price is provided as an indicator for bidders who want to know how much they can buy the product elsewhere. Delivery and ShippingSubstitute Items:
Rarely, we will no longer have the product you won in stock. When this happens, we will contact you and offer to send you an equivalent product of at least equal value.Delivery Charges:
The charges shown are for delivery to mainland USA, which exclude Alaska and Hawaii. Also, some outdoor living products are impossible to ship to Hawaii and Alaska because they are extremely heavy, oddly-shaped, or considered hazardous. We are unable to deliver to Puerto Rico and protectorates.Delivery Time:
Delivery varies for the different products that we auction. Most of our products are delivered from our suppliers, with the majority arriving within 14 days of payment. We will contact you via email to let you know that your product has arrived.Why haven’t I received my product?
If your product has not arrived more than 14 days of payment, then contact our customer service team. Most of our products are shipped directly from our suppliers and will be delivered shortly after you have paid.Which countries do Highle deliver to?
We can deliver any products to mainland USA, which excludes Alaska, Hawaii, Puerto Rico, and protectorates. However we do deliver some products globally.Returns and Complaints
What should I do if the item I won is defective?
We apologize if you have received a product that is defective. Occasionally, a product may be damaged during transit or even in production. If this has happened to you, we will do our best to solve your problem as quickly as possible. We suggest that you check the manufacturer’s website or call their customer service first as many of the most common problems are easily resolved without returning the product. If the problem persists or if you are unable to resolve the issue directly with the manufacturer, please contact our customer service and we will provide you with further instructions. Please have your auction ID and the serial number of the product at hand as this will aid us in solving your problem more quickly. Please do not return the product without contacting us first. This could result in a longer processing time to replace your item. If determined that your product needs to be replaced, we will contact you and let you know what to do.Do you offer a standard guarantee on the products auctioned?
Warranties on the product are provided by the manufacturer and therefore vary depending on the item. If you have any further questions or concerns regarding warranties or guarantees, you can contact our customer service team and we will do our best to address them.Can I return an item that I have won?
Highle understands that you may change your mind after purchasing an item. If for whatever reason you wish to return the product, please contact our customer service team and we will provide you with further instructions. We ask that you have your user name and the auction ID of the item ready, as well as the reason for your return. Please note that after Highle has approved the return, you will only be refunded the final auction price and the shipping cost. We cannot reimburse you the cost of the bids that were used in the auction.Can I get a refund on an item that I have won?
If you decide you no longer want the product within the 14 day grace period, we will refund the final auction price and the shipping expense that you have paid. We do not refund the cost of the bids that you have used to purchase the product. The item(s) must still be in its original packaging and must not be defective. Please contact our customer service team for further details and actions. Have your auction ID and your user name ready. Managing my accountHow do I change my password?
Please log onto Highle and proceed to “My Highle.” Select the option to “Change password” which will be to your left. What do I do if I have forgotten my password or user name? Click on the "Help" option. Select the link "Lost password?" in the self help box. We'll send you an email with instructions on what to do next. Due to security reasons, a link will be provided in your email that will allow you to reset your Highle password. Click on the “Help" option. Select the link "Forgotten my account information" in the self help box. We will send you an email with your username. Subscribe: Click on the "Help" option. Select the link "Subscribe/Unsubscribe" in the self help box. By typing in your email address and confirming this choice, you will automatically be added to the Highle newsletter. Unsubscribe: Click on the "Help" option. Select the link "Subscribe/Unsubscribe" in the self help box. By typing in your email address and confirming this choice, you will automatically be unsubscribed from the Highle newsletter.Can I change my user name?
We apologize but your user name cannot be changed. When registering, please be careful not to select a user name that could be taken as an offense or abuses the rights of third parties. If you notice such a user name, please contact our customer service.How do I add or change my address?
Please log onto Highle and click on “My Highle” and select “My Address” which will appear on your left. Please note that you can only store one billing address and one delivery address. If you do not enter a separate delivery address, we’ll ship the product to your billing address.How do I change my first name and surname?
Please log onto Highle and click on “My Highle” and select “Edit Profile” which will appear on your left.Where can I check my bids account?
Please log onto Highle and click on “My Highle” to see how many bids you currently have in your account.Where can I check the number of coupons I have?
At the moment, Highle is not offering any coupons. Please check back later for further announcement.Where can I check how many auctions I have won?
Please log onto Highle and click on “My Highle” and select “View your won auctions” which will appear on the bottom.How do I delete my account?
We apologize but there is currently no way to delete your account.Where do I find my customer ID?
Once you have successfully registered on Highle, we will send you your customer ID via email. If you want us to re-send you your customer ID, just click on "Help". Select the link "Forgotten my account information" in the self help box. We'll then send you an email with your user ID and customer ID.Can I change my email address?
Yes. Please log onto Highle and click on “My Highle” and select “Edit Profile” which will appear on your left. Payment and Payment MethodsHow can I pay for auctions I’ve won?
You can pay for your products that you have won by credit or debit card, or via PayPal. We accept credit and debit cards like Visa and Mastercard.How secure are your payment methods?
Your privacy and security are important to us. We use high-security encoding (SSL) to protect your payment details when processing your online payment. Technical ProblemsWhat are the recommended PC requirements to use Highle?
You can participate in Highle auctions with nearly all PCs that allow you to access the internet: Recommended internet connection: 512k DSL connection or fasterWhy hasn’t my bid been registered on an auction?
Very occasionally, users tell us that even though they bid before the countdown ended, their bids did not get placed and the auction ends. In these instances, the most likely explanation is that the transfer between your PC and our servers are very slow due the internet connection being overloaded. There are a few ways to avoid this problem: While bidding on Highle, users should not download large data such as video or audio files from the internet. Don't send emails with large attachments while bidding on Highle. Make sure that no other users such as family members are using the internet while you are bidding. We apologize for any inconvenience that may have interrupted your bidding. To be absolutely certain that you avoid the problem, do not leave your bidding until the last second, or use the BidButler to place your bids.I can't confirm my registration using the link in the registration confirmation email. What should I do?
It might be that your email program shows the link in your registration mail as faulty. If this happens, just copy the complete link in to the address line of your internet browser and press 'Enter'. If this doesn't work, please get in touch with our customer service team, letting us know the email address that you use to register.How do I activate Cookies?
To enable cookies, please follow the instructions below for the internet browser version you are using. Microsoft Internet Explorer 7.0+ Select Tools from the pull-down menu in your browser. Select Internet Options. The Internet Options dialog will appear. Select the Privacy tab. Under Settings, click Advanced. Check Override automatic cookie handling under Cookies section in Advanced Privacy Settings window. Under First-party Cookies, select Accept. Under Third-party Cookies, select Accept. Check Always allow session cookies. Microsoft Internet Explorer 6.0+ Select "Internet Options" from the Tools menu. Click on the "Privacy" tab. Click the "Default" button (or manually slide the bar down to "Medium") under "Settings". Click "OK". Microsoft Internet Explorer 5.x Select "Internet Options" from the Tools menu. Click on the "Security" tab. Click the "Custom Level" button. Scroll down to the "Cookies" section. To enable: Set "Allow cookies that are stored on your computer" to "Enable". Set "Allow per-session cookies" to "Enable". Click "OK". Microsoft Internet Explorer 4.x Select "Internet Options" from the View menu. Click on the "Advanced" tab. Scroll down to find "Cookies" within the "Security" section. To enable: Select "Always accept cookies". Click "OK". Mozilla Firefox 2.0+ Go to the "Tools" menu. Select "Options". Select the Privacy tab. Make sure that the Accept cookies from sites under Cookies is ticked (the default setting). Click "OK" to save changes. Mozilla Firefox (1.0 final release and earlier) Go to the "Tools" menu. Select "Options". Select the "Privacy" icon in the left panel. Check the box corresponding to "Allow sites to set cookies". Click "OK" to save changes. Netscape 7.1/Mozilla 5.0 Select "Preferences" from the Edit menu. Click on the arrow next to "Privacy & Security" in the scrolling window to expand. Under "Privacy & Security", select "Cookies." Select "Enable all cookies". Click "OK".What happens to the auctions during system downtime?
Downtime, or outage, is an occasional and unforeseeable problem with the internet, and means that bids cannot be placed during this short period when we are offline. If we experience downtime at any point, we automatically add ten minutes on to the auction end time, so that our bidders are not left at a disadvantage. It is impossible to place any bids whilst the system is experiencing downtime, so any bids attempted during this period will not be debited from your account. If this situation does occur, we advise you to refresh your screen regularly, either by pressing F5 or the refresh button on your browser.I’m using an AOL browser, why can’t I bid?
Unfortunately, it’s not possible to bid on Highle using an AOL browser. As a standard setting, AOL doesn’t allow cookies to be stored in the browser, which means you’ll be unable to see the countdown clocks or place a bid. We’d advise you to try a different browser – ideally Firefox, and ensure that cookies are enabled in this browser. Protect yourselfImportant security notice:
Highle employees will never ask for your password through emails or by phone. Therefore please do not send your password to anyone (this includes family members) and don’t hesitate to contact our customer service at support@hilvl.com if you receive such a message.What's the danger of fake emails?
These emails might be sent to obtain confidential information, such as password or credit card information, so please be highly alert to avoid answering any of these emails.How do I know if an email was sent by Highle?
All emails that are sent by us and which contain personal information will always include a personal communication ID. This key has to match your own personal communication key, which you will find under "My Highle". Please contact our customer service at support@hilvl.com, in case the two keys do not match.How do I recognize a fake email requesting for a payment?
Payments to Highle can only be made via www.highle.com. Please don't respond to any emails, which ask you to transfer money via direct debit or Western Union.What should I do, if I receive a suspicious email?
You should never click on a link in such an email. The links in these emails may lead to websites which are designed to obtain your personal data illegally or to commit another related crime. Please forward any suspicious email to support@hilvl.com. Highle will check the email and inform you if it was sent by us.