Self Isolation Support
Frequently asked questions
FREQUENTLY ASKED QUESTIONS
What size are your boxes?
We provide standard Small boxes (29x40x34cm), Medium boxes (45x45x30cm) and Large boxes (45x45x61cm). Our boxes are heavy duty double wall boxes designed for storage and removals.
When will my boxes be delivered to me?
We will deliver your boxes and materials on or before your selected delivery date. We will provide an estimated delivery window and will let you know as soon as the delivery has been completed.
What days do you collect on?
We collect Monday to Friday nationwide between 07:00-18:00. Sometimes we maybe able to collect on a Saturday but this will be at an additional charge.
What time will you collect my storage?
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 collection. Where possible, this will include your 1-hour ETA (estimated time of arrival), or more information about your driver. To ensure we can successfully collect your boxes on the best day for you, please ensure you (or someone you trust) are available for the duration of your collection window. The cut-off time for next-day collections is 10am the working day before. (For Monday collections, please book before 10am the Friday before!)
Is there a minimum order or storage period?
There is no minimum storage period, however our minimum storage with a FREE collection is £100. Orders less than £100 will be charged a £35 standard collection fee.
Can I store suitcases and other items?
Yes, of course.
As long as your luggage is clearly marked with your name and contact details, and is no heavier than 25kg, we can store it. Y
What if I need to store more than I originally ordered?
This is not a problem. When we collect your items we know that in some cases it is hard to estimate the total number of items that you will need to store, so if you end up requiring storage for more items they you originally requested. If you want to change the number of boxes you’re storing please contact us by logging into your account and chat to our team by visiting the CHAT button within your order confirmation. You can also email us at firstname.lastname@example.org or call us at 02033688454 by 10am the day before your collection. If your collection is on a Monday, then get in touch by 10am the Friday before.
What happens when my storage plan expires?
Once your chosen storage plan is up and if you have not contacted us to have your items redelivered, your plan switches automatically to the monthly rolling plan. Please note that our storage is based on monthly plans, so if you exceed by any number of days, a month of storage will still be charged. You can of course request to have your items redelivered at any point during the course of the month.
Can I make changes to my collection?
Yes, of course. If you want to change the number of boxes you’re storing or let us know any specific collection instructions, please contact us by logging into your account and chat to our team by visiting the CHAT button within your order confirmation. You can also email us at email@example.com or call us at 02033688454 by 10am the day before your collection. If your collection is on a Monday, then get in touch by 10am the Friday before.
If you decide to change your collection date, please let us know as soon as possible and no later than 10am the day before your intended collection (likewise, get in touch by 10am Friday if it’s happening next Monday!). Letting us know after this time will incur additional charges, as we will have scheduled for a driver to come to your address.
If you let us know you would like to change or cancel your collection date after 10am the day before, there will be a £25 charge. If you are not present for your collection there is a £25 charge, as a driver will have arrived at your address and waited for 10 minutes before moving on to their next customer.
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 much does it cost to get my boxes sent back?
Our standard delivery options are the following:
Storage redelivery to a different address (Ground Floor) £75
Storage redelivery to a different address (Room/Apartment) £100
Relocation of your items to another address in the UK - By Quotation as this will be based on the location of the new address
Shipping of your items to any address worldwide - By Quotation as this will depend on the number of items and the delivery destination
Can I request a redelivery to another address?
Yes. When you want us to redeliver your stuff, you will have the chance to confirm your new address.
What is Personal Packing?
Book for our personal packing team to visit your room and pack your items for you. We can assist you in packing your room, or if you are not able to be present we can pack your room without you being present and store your items for as long as you need.
Can I change by box delivery or collection date?
Yes, but we are happy to reschedule as per your convenience. If you decide to change your collection date, please let us know as soon as possible and no later than 10am the day before your intended collection (likewise, get in touch by 10am Friday if it’s happening next Monday!). Letting us know after this time will incur additional charges, as we will have scheduled for a driver to come to your address.