Frequently Asked Questions
Storage and Warehouse
Is it possible to have a list of the items and boxes I have in storage with you?
Yes, we can certainly provide you with a list of the unique reference numbers on your boxes. But given the secure nature of the service we provide, we would advise all customers to itemise (see Packaging and Item Descriptions FAQ section) their belongings before sending them to us, because once the Tamper Proof Seal is attached to your box, it will not get opened by us. Please see our Terms and Conditions
Will you need to open my boxes?
Under normal circumstances, the only time we would be required to open your box would be if we:
- Suspected damage to your items, or other customers’ items
- Suspected risk to our staff or premises
- Suspected there was something stored that is prohibited
- Suspected breach of our Terms and Conditions.
For further information, please see our Terms and Conditions.
Where are my belongings stored?
Your items will be kept safe and secure in our purpose built London storage facility, monitored 24/7 by CCTV and fire detection systems. Sorry, you can’t come and visit!
How does your pricing work?
Prices start from as low as £3.12 per box per month; our lowest rates are available if you store more boxes, or commit to a longer storage period. To get a personalised quote, click here.
If you know how long you’d like to store your things for, then you can take advantage of our lower rates by choosing a ‘Longer Term Price Plan’ and committing to a certain period of time. If you choose this option, you’ll be required to pay for the whole time you’ve reserved in our warehouse, even if you take something out of storage. If you do request the return of one or more of your items early, then the payment for the remaining months for those items will be taken in full at the time you check out your return order. However, because it is space you’ve reserved, you can replace the items with something else for no additional storage fee (just the standard return fee will apply). To stay longer than your committed time, you can just sign up to another plan or revert to our monthly pay-as-you-store rates.
If you are not sure how long you need to store your belongings, you can ‘pay-as-you-store’. Simply select 1 month when you are placing your order, and you will pay the same amount each month until you decide to recall your belongings.
To get a personalised quote, click here.
For the full terms of our pricing plans, please see our Terms and Conditions.
How will I pay for my storage?
We accept Visa, Mastercard and SagePay, provided they are registered to a UK address.
You can either pay one month at a time on our pay-as-you-store option - your first month’s payment is required up front for this option. Future payments will then be taken on this date each month.
Or, take our Longer Term Price Plan to receive a discounted monthly price, if you store for 6 months or more. You pay up front for the whole of your length of storage with us, and at the end of your committed time, you can just sign up to another plan or revert to our monthly pay-as-you-store rates.
What am I commiting to if I sign up to a particular time period?
To receive the benefit of lower monthly storage costs, you will need to commit to a Longer Term Price Plan and store for 6 months or longer.
For example, if you state that storage is required for 6 months you will need to pay for the full 6-month storage term plus the cost of returning your crates to you. However, you do get a fantastic discount!
For further information, please see our Terms and Conditions.
If I want my boxes returned to me, how much will this cost?
The return charge is £5.50 per item (box or large item). Discounts do not apply to return fees. Please book your return dates by logging into your online account on the website.
What happens if I ask for my boxes to be returned halfway through a month?
If you wish to retrieve your items, you can do so at any time. However, as payment is taken a month in advance, you will still be liable for the full months’ payment. Therefore, no refund shall be received.
If you are a Longer Term Price Plan customer, you are still liable to pay the full predetermined term of your contract. However, if you retrieve your items, you can always place new items in their place. You have rented this space from us; we would always encourage you to use it as best you can.
Do you offer refunds on packaging materials?
Unfortunately, we are unable to accept returns of packaging materials, and therefore cannot offer a refund on anything you no longer require.
Do you charge for sending packaging materials?
As long as you fall within our service area, and make a single delivery order, we will deliver packaging materials with your empty boxes completely free of charge!
Packaging range can be found during your booking process.
Can businesses use this service?
Yes, and we find that our services are perfectly matched to all business needs: convenient, competitively priced and stress free.
If you have any specific business requirements, please feel free to contact us at firstname.lastname@example.org or call us on 0203 866 4448.
Packing and Items Descriptions
Can I store things other than boxes?
Yes, we are very accommodating and will look to accept anything you need to store. However, to protect our customers’ possessions, we do recommend that all items which are too large to fit into one of our boxes are sufficiently packed for protection.
We have provided a list of typical items we cover in the ordering process. If there is anything which is not detailed on the list, a free text box is available for you to ask if your item is acceptable to store. Once we receive this information, we will get back to you as quickly as we can to discuss this further. If you have any further questions, please contact us at email@example.com or 0203 866 4448.
Do I need to label my boxes and items?
There is no need to label your boxes, as we do this for you! Each empty box that we send to you will have a barcoded label attached to it, and when we deliver those boxes you will get a delivery note which will have these numbers written on it. So, just make a note on your copy of which box contains which items (kitchen, books, DVD’s etc), and it’s all sorted!
Am I able to use my own boxes?
Unfortunately, because we only use reinforced polypropylene boxes for transit and storage, we cannot accept items in cardboard boxes supplied by the customer. Using the plastic boxes we provide offers a more secure storage experience for you; with tamper-proof security seals, you have the confidence that your items are 100% safe at all times. Items which are too large to be placed into our boxes need to be wrapped in a protective material. For example, a guitar should be packed into a suitable case, and a surfboard into a travel bag. Packaging materials are available for sale during your booking process.
If you have any concerns,you can always contact us at firstname.lastname@example.org or 0203 866 4448.
What can I not store?
Unless it is listed on our “Other Items” page in the ordering process, everything must be packed into our boxes. If not, we cannot store it. But also, for our customers’ safety and insurance reasons, we are unable to accept things such as:
Food or perishable goods
Birds, fish, animals or any other creatures
Combustible/flammable materials, gasses, liquids or compressed gasses
Firearms, explosives, weapons or ammunition
Chemicals, radioactive materials, biological agents
Toxic waste, asbestos or other potentially dangerous materials
Anything which could emit any fumes or smell
Any illegal Goods
“Specialist” items such as bullion, coin, stamps, bonds, securities, fine wines, precious stones, jewellery, antiques and fine art
Any actively powered electrical appliances or devices, or items containing batteries
Musical instruments, sports goods and equipment not packed into a suitable travel case
For full details, please see our Terms and Conditions
Although we do accept some fragile items and electrical items, we cannot offer insurance cover for these as detailed in our “Insurance” FAQs section. If you wish to store such items, please be mindful to pack these sufficiently, protecting them against all eventualities. To help with this, packing materials are available for sale during your booking process.
A charge will apply for any boxes which are not packed correctly, or are found to contain anything on our prohibited items list. We may even be forced to reject the box(es), so PLEASE make sure you have read our Terms and Conditions, know what you can and cannot store, and take the time to pack your box correctly. Please remember, if you cannot close and seal the lid on the box, we cannot collect it from you.
What is the weight limit for my box?
Our drivers are only human, so to ensure their health and safety, and to ensure all of our customers’ items are protected at all times, we request that you restrict your box weight to 23kg. This enables us to guarantee the safe collection, transportation and return of your items to you.
Can I store a bike?
Yes, you can. We would always recommend that your bike is suitably packed and protected, using the bubble wrap and tape available from our packaging materials supply. Also, make sure that you remove all of the lights, locks, bottles etc before we collect, and put them into a box.
Do you sell packaging materials?
We provide a full range of packing materials, including bubble wrap and tape. Full list of items on offer can be found during your booking process.
Can I insure my items with you?
Yes. We wholeheartedly recommend insuring your items for complete peace of mind. We can provide cover for up to £100 per box, or per larger item you wish to store with us. To receive full insurance cover in transit and on our premises, your items must be securely packaged.
Due to the fragility of some items, we do not offer insurance on the following: crockery, glassware, ornaments, TVs, printers, electronics etc. We also cannot insure against the outside condition of cases, suitcases, etc. Should you wish to store such items, please be mindful to pack these sufficiently, protecting them against all eventualities. To help with this, please browse our available packaging materials - option found during the booking process.
If you would like to upgrade your cover, you can also order additional insurance for each crate when you start to store with us.
For an additional 50p per crate per month, you’ll get an extra £50 of cover per crate.
For 90p per box, you’ll get an extra £150 of cover.
For £2.50 per box, you’ll get an extra £400 of cover.
For £3.75 per box, you’ll get an extra £650 of cover.
For £5.00 per box per month, it’s an extra £900 of cover.
You may have seen from the website that we offer storage for certain items that will not fit into a box. For these items, only the standard cover of £100.00 per item is available.
Am I able to take out different levels of insurance on some items?
If you would like to purchase additional cover for your items you will need to apply the same level of cover to all of your crates, rather than each crate individually.
Is it possible to cancel insurance payments?
Yes, you can cancel your additional insurance payment within 14 days of placing your order, or at any time before your specified collection date for a full refund. See our Terms and Conditions for more details.
How do I get my boxes returned to me?
To book your Return Dates in order to have your boxes delivered back to you please login to Your Account and select View Order. Remember that we will deliver your boxes to the ground floor. Please remember to allow five days (excluding Sundays).
Am I able to have my boxes delivered to a different address?
No problem, we appreciate that your circumstances may change. As long as your new address falls within our service area, we can accommodate delivery to any residential or commercial address and postcode. Should you wish to change your delivery address, you can simply use your online account to notify us of your request. If your new address falls outside of our service area, please contact us on 0203 866 4448 for a specific quote.
Will the courier call me when they arrive?
Not when he is actually outside your door. What we will always do is call you 15 minutes before the driver arrives, to give you that little bit of extra time to prepare your boxes.
How much notice do I need to give before requesting my boxes back?
Our standard cut-off is 3.00pm, 5 days before you would like your boxes delivered to you. That means you need to arrange a Wednesday delivery on Thursday, Friday delivery on Saturday/Sunday/Monday and a Tuesday delivery on Wednesday. The easiest way to do this is by logging into your online account to notify us of your request. However, if there is a problem, you can always contact us at email@example.com or 0203 866 4448.
Will there be a charge if I miss my delivery?
Obviously we hope that you have given us the correct address to deliver to / pick up from, and that there is no reason why we cannot get access in our van. But if this happens, or you are not in after we have got to you, there will be a £25 charge to rearrange your delivery.
We would like to avoid this eventuality, so please ensure you provide the correct address details, and any further information which will enable us to find you easily. Please remember, you need to be there when we deliver your belongings!
Can I request just one box to be returned to me?
That’s no problem at all. You can have boxes sent back to you whenever you like. The collection note we left with you, when we collected your boxes, will have your unique reference numbers on it, so just tell us what you want and we will get it back to you for no more than £5.50 per box.
Am I able to change the details of my collection order?
Absolutely! Although our standard cut-off is 3.00pm, 4 days before your collection is scheduled. However, we can accept changes up to 3.00pm on the day before your collection date. There will be a small fee for this however, for more details please see our Pricing FAQ section, or contact us at firstname.lastname@example.org or 0203 866 4448.
Do you collect on weekends?
Yes, if you are within our service area we can collect on Saturdays. Our Saturday service costs £20.00 and is available between 09.00am and 17.00pm. For more details please email us at email@example.com or call us on 0203 866 4448. Unfortunately this service is not available on Sundays.
From where can you collect my boxes?
We can collect from the Greater London area at the moment, including most London postcodes. enter your postcode into our homepage to see if we can help you. We can only collect and deliver from the ground floor. Please let us know if you are leaving the boxes with a concierge service.
What time will you collect my boxes?
On our standard service, our courier will be with you anytime between 8.00am and 6.00pm on the date you request. The day before your collection you will receive a text from us reminding you that we are coming. Then, on the morning of your collection, we will send you another text with our estimated arrival time (a two to three hour slot). Finally, our driver will call you 15 minutes before he arrives, so keep your phone handy!
Will the courier call me when they arrive?
Not when they are actually outside your door. However, we will always call you 15 minutes before they arrive, to help you plan the preparation of your boxes.
If I miss my collection will there be a charge?
Obviously, we hope that you have given us the correct address to deliver to, and that there is no reason that we cannot gain access in our van. But if this happens, or you are not in after we have got to you, there will be a £25 charge to rearrange your collection.
We would like to avoid this eventuality, so please ensure you provide the correct address details and any further information which will enable us to find you easily. And if you are leaving your boxes in a particular area, such as a garage or concierge, let us know, as that is not a problem. Remember though, you need to be there when we collect your belongings!
How do I get my empty boxes?
No need to worry about that, as we will bring them to you free of charge! When you place your order on the website, you need to tell us 2 things; when you would like us to deliver the empty boxes, and when you want us to collect the fully packed boxes. Please remember that we are happy for you to have up to 2 weeks to pack your boxes, before we collect them from you. Remember that we will deliver your boxes to the ground floor
Can I have my empty boxes delivered to one address, but the fully packed boxes collected from a different address?
Unfortunately not. As you can imagine, it’s a carefully organised process to have the collections and deliveries happening all the time, so while we want to take as much stress away from you as possible, we would ask for your help by ensuring that the address where we deliver the empty boxes to is also the address that we collect them from once you have packed.
What if I do not know how many boxes I need?
That’s no problem at all. In fact, we would always recommend that you ask for one or two boxes extra, just in case. If you don’t use them, our driver will simply take them away again when he collects your fully packed boxes. Any payment for boxes you do not use will be refunded to you.
Will I need packing materials to pack the boxes?
The reason we prefer to offer you plastic boxes is because they are strong, secure and waterproof. But obviously you may want to wrap precious items before you put them in the box. A full list of items on offer can be found during your booking process. If you need some packaging materials, and fall within our service area and order them for a single delivery, we will deliver your packaging materials with your empty boxes completely FREE of charge!
Will the driver call me when they are outside with my empty boxes?
Not when they are actually outside your door, unfortunately no. However, we will ALWAYS call you 15 minutes before they arrive, to help you plan the preparation of your boxes.
Will I need to label the boxes, or make a note of what is in which box?
All of our boxes have a label, with a barcode and a number on it. These numbers will ALWAYS be listed on your paperwork. If you want to make a note of which items are in which box, simply do that at your leisure on the “empty box delivery note”, which we will leave with you.
When you send my items back to me, what happens to the boxes?
As with the delivery of your empty boxes, we are happy to let you have up to two weeks to unpack your items. When you inform us of the date you want your fully packed boxes returned to you, you will also need to tell us when you want us to collect the empty boxes within that 14 day period. Don’t worry, there is no charge for us to come and get the empty boxes back from you. However please note that plastic boxes must be returned to us. A ‘Plastic box purchase fee’ applies in the event that a plastic box in your possession is deemed to have become your property as per the Terms and Conditions. Remember that we will deliver your boxes to the ground floor.
Will there be a charge if my empty box delivery cannot be made?
Obviously we hope that you have given us the correct address to deliver to, and that there is no reason that we cannot gain access in our van. But if this happens, or you aren’t in after we have got to you there will be a £25 charge to rearrange your delivery.
We would like to avoid this eventuality, therefore when you are arranging either the delivery of empty boxes at the start of the process or the return of the empty boxes at the end, please ensure you provide the correct address details, plus any further information which will enable us to find you easily. Remember, you need to be there when we deliver your belongings!