What do I need to do on the delivery day?
To help ensure that your delivery goes as smoothly as possible, please follow these simple steps:
1. Be available for the full delivery window
Where possible, we will provide you with a 1-hour estimated window on the delivery day or the evening before. Depending on the delivery driver, your delivery can happen any time within your selected time slot. So please be available for the full delivery window.
2. Sign for your boxes
We will require a signature to deliver your items, so please ensure that you or someone you trust will be available for the full duration. If you are hoping to have your items delivered to your reception, make sure you get permission and that they will be able to sign for your delivery. If you reschedule or cancel your delivery on the day, there will be a £25 charge. If you let us know on the day of your delivery, the items will be returned to our storage facility. You will need to place a new order online and will be charged again for delivery.
3. Redelivery to your room
In some locations, you will have the option of selecting for an additional charge to have your items redelivered directly to your new room.
How do I get my boxes delivered back to me?
Returning your boxes back to you is simple! All you need to do is place an order for redelivery:
Confirm the address you would like your boxes returned to and choose from our delivery options of 7am to 6pm, or you can select any available upgrades. Be sure to select a date when you, or someone you trust, will be available throughout the full timeslot to sign for your delivery.
If you’re planning to have your items delivered to a reception, concierge or post room, we would recommend checking with them before ordering to ensure they are happy to receive and sign for your items.
For some addresses, you will be able to upgrade and have your items delivered directly to your apartment/room.
How quickly can I have my boxes back?
Please provide a minimum of 48 hours notice. As long as you get your order in before 10am Monday to Friday, then we will aim to get them with you the very next day. If you would like your boxes returned on a Monday, please request this by 10am on Friday.
Saturday deliveries are available at a slightly higher cost depending on the service requested and your address, you will have these options available to select when booking your redelivery.
What if I need to reschedule my redelivery?
All you need to do is let us know! Just go to your account and view your existing redelivery order, where you can chat to our support team. Please be sure to contact us by 10am the day before your delivery. If your delivery is on a Monday, then get in touch by 10am the Friday before.
If you let us know that you need to reschedule your delivery after 10am the working day before, there will be a £25 charge.
If you let us know on the day of your delivery, the items will be returned to our storage facility. You will need to place a new order for the return of your items, and will be charged again for delivery.
Please note that if you let us know you would like to reschedule after 11am, your boxes may have already been dispatched. It may take up to 72 hours for us to recall them and process them back into our storage facility, ready to be sent out to you again.
How will I know when my driver will arrive?
On our standard service the driver will be with you any time between 7.00am and 6.00pm on the date you request. For most UK postcodes we’ll send you a confirmation email the day before delivery, which will either include your 1-hour ETA (estimated time of arrival), or information on how this will be provided to you.
How much does it cost to get my boxes sent back?
Our standard return delivery (7am-6pm) starts from £5.95 per item. If your items are being delivered to a location greater than 80 miles than where it was collected from, an additional charge of £5 per item applies. More time slots and Saturday deliveries are available for an additional cost.
Will the driver call when they are outside?
Unfortunately, we can’t guarantee that you’ll get a call from the driver, so we always try and make sure that we get as much detail as we can to make sure there aren’t any problems that would necessitate a call. To make everything run as smoothly as possible, please tell us any special delivery instructions when you place your order.
Is there a charge if my delivery can not be made?
If our driver or delivery partner is unable to deliver your items due to insufficient address information or an incorrect postcode, or if you are not at home to sign for your delivery when the driver arrives, your items will be returned safely to our storage facility. You will need to order another return online and will be charged again for delivery.
So that your delivery will be successful the first time, please make sure you’ve entered your address accurately, with the right postcode. Do also let us know any special delivery instructions that could help us locate your address. If you are planning on having your items delivered into a reception, be sure to get permission beforehand and ensure that there will be someone available to sign for your items.
Should our driver or delivery partner be unable to reach you within the delivery window due to unforeseen circumstances experienced by the driver, we will rearrange your delivery to the same address free-of-charge. However, we do find that the vast majority of deliveries are successful first time.
Please note that we are unable to forward items on to international addresses in the event of a delay. Although delays are very rare, they do happen from time to time. Therefore, we suggest having your items delivered at least 2 working days before you’re due to leave the UK.
If our driver or delivery partner is required to wait for more than 10 minutes for any reason, there will be a £25 charge applied to your account.