Frequently Asked Questions
Find answers to common questions of our customers.
Packing and moving out
Issues related to how we handle the moving out process
5 Answers
I'm not in London, is that a problem?
That is no problem at all, as our service is specifically targeting international students, who would like to remotely book a packing and moving out service without being in London.
How can you enter my apartment without keys?
For student accommodations your security office or reception staff can grant us access, after given permission by you. Alternatively, you can send us your keys, so we can enter your apartment. After you have booked, you will be sent detailed instructions via email on how you can give us access without being in London.
When are you going to clear my room?
When booking online, you can specify your moving out deadline. We will ensure you are moved out before your rent-contract deadline, or let you know and refund when we cannot accommodate your request.
Do you provide packing materials?
Our base-fee includes packing materials, such as boxes, wrapping or bags for small items.
What happens in the case of loss or damage?
Treating your belongings with extra care is our highest priority. When booking online, you can specify valuable items. Before packing anything else, we will check if these items are in your room and pack them first. Despite our efforts, we cannot give any guarantee or insurance against damage or loss. In the unlikely event of damage or loss, we will be in contact and try to compensate for it as fairly as we can.
Storage
Issues related to how we handle the moving out process
6 Answers
How much is the storage over the summer term?
Storage is priced at a competitive price point of £5 per box per week. Bulky items, that don't fit into boxes are charged on a case-by-casy basis, depending on weight and volume. In case, this option is not worth it for you, you can chose to donate or dispose (parts of) your belongins at a lower price point.
Where are my belongings going to be stored?
Your belongings are going to be stored at our highly secured warehouse location. Transport to and from the warehouse will be done by us, for security reasons we cannot give you access to the warehouse or publish our exact storage address.
Can I request only some items to be stored?
Absolutely, please write details regarding this on the booking form, or contact our team with your specific requirements using our contact page.
Is there a limit on how much can be stored?
No, there is no limit on the number of boxes that can be stored with us. However, for very large or heavy items, or more than 10 boxes, please contact our team, so we can work out the most suitable solution with you.
Can I pick up my items at any time?
The delivery from your move out location to our warehouse, as well as from the warehouse to your new London address will be done by us at the end of the summer holiday (End of September). For security and logistic reasons, we usually cannot grant customers direct access to our warehouse at any time. Please contact us if you have special requirements.
Can you deliver my items to my new address at the end of summer holiday?
When choosing to store your belongings with us, the shipping to your new location after the summer holidays will be included. Our free re-delivery is only possible in London, for special requests, please contact our support. A (low) delivery charge may be applied depending on your address.
Shipping Service
Issues related to how we handle the moving out process
2 Answers
Can you send valuables (laptops, electronics, jewelery, ...)?
We offer a shipping service for valuable items, using our partnering shipping agents. Depending on the monetary value of your item, insurances can be booked at an additional fee. Please contact our team using the contact page.
Which countries can you ship to?
We can ship to almost all international addresses. Together with our partnering shipping agents, we will work out the most economical and suitable options for you. For shipping of items, please contact our team.
Donation Service
Issues related to how we handle the moving out process
4 Answers
Can all items be donated?
We will try to donate as many items as possible to various local charities or people in need. Unfortunately, some items cannot be donated, and will have to be disposed at an extra fee. Donating is usually the most economical option.
What happens to items that cannot be donated?
Items that cannot be donated will have to be disposed. Depending on the items and amounts that are being disposedd, disposal charges as well as a processing fee from us will be applied by the disposal centers.
Can I only donate some of my items?
Absolutely, please write details regarding this on the booking form, or contact our team with your specific requirements using our contact page.
Is donating free of charge?
Although donating is usually the cheapest option, there will be a low service fee applied, as costs for transport to the donating location are occuring. We try our best to keep the service charge for donating items at a minimum.
Billing and Pricing
Issues related to how we handle the moving out process
3 Answers
When do I have to pay?
When booking online, you will be asked to pay a one-off base fee, which includes the basic packing and moving out service for a maximum of two boxes. Additional fees, for extra boxes, bulky items, storing service, donation service or shipping service will be billed once we have packed and moved your apartment. You will be sent an electronic invoice via email, which you can pay online.
What payment methods do you accept?
We cooperate with our secure payment provider stripe. We accept Apple Pay, Google Pay, Mastercard, VISA and American Express.
Is your payment system secure?
Our payment provider has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, our payment provider make use of best-in-class security tools and practices to maintain a high level of security.