FAQ - Collection
Can I make changes to my collection order?
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 (see our contact page) by 3pm the day before your collection. If your collection is on a Monday, then get in touch by 3pm the Friday before.
If you decide to change your collection date, please let us know as soon as possible and no later than 1pm the day before your intended collection (likewise, get in touch by 1pm Friday if it’s happening next Monday!
When can you collect my boxes?
We’ll be with you any time between 7:30am and 6:30pm on the date you request. Due to the volume of boxes delivered and collected by our drivers and delivery partners, we are unable to specify or arrange an exact time that they will arrive with you. To ensure we can successfully collect your boxes on the best day for you, please ensure you or someone you trust is available for the duration of your collection window. Please note that our drivers may not have access to a mobile phone so it is important to make sure that we have any specific instructions.
From where can you collect my boxes?
We can collect your boxes from any mainland UK address; be it your permanent address, a business address or your student halls of residence.
To ensure a successful collection first time, do make sure you enter your full address and an accurate postcode for where your boxes are. It can also really help if you tell us that your home is in a gated complex and the driver will need to ring your buzzer for access, or if you’re leaving your things with a concierge, or in reception. Please be aware that not all our drivers have mobile phones so it is vital that the address for collection is easy to find.
Our standard collection includes pick-up from the ground floor.
How quickly can you collect my boxes?
As long as you get your order in before 1pm Monday to Friday, we can collect the very next working day. So if you would like your boxes collected on a Monday, please request this by 1pm on Friday. Alternatively you can book as far in advance as you like.
Using Our Boxes:
If you place an order before 1pm Monday to Friday, we can dispatch the very next working day. All our boxes are dispatched on a Next Working Day Basis. If needed we can arrange to collect your filled boxes the next working day after you have received them.
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. Get in touch with us (through our contact page) if there is anything that might make your delivery particularly tricky.
Will there be a charge if my collection cannot be made?
So that your collection will be successful first time, please make sure you’ve entered your address accurately, with the correct postcode. Do also let us know any special delivery instructions, such as if you’d like us to pick up your boxes from a particular location, or if you’ve pre-arranged with a reception area to leave your boxes there.
If our driver or delivery partner is unable to collect your items due to insufficient address information or an incorrect postcode, or if you are not at home or not ready when the driver arrives, there will be a charge of £17.50 to rearrange your collection.
Should our driver or delivery partner be unable to reach you within the collection window, due to unforeseen circumstances, we will rearrange your collection free-of-charge. However, we do find that the vast majority of collections are successful first time.