Frequently asked questions

Use the booking wizard on the home page. Pick how many boxes (or items) you want stored, when you'd like us to collect them, where you are, and pay. We'll show you the price before you commit - no surprises at checkout.

We'll store most household items. The customer terms list a small set of prohibited items - perishables, hazardous materials, items you don't legally own, valuables above the per-item insurance limit, and a few others.

There is a size limit as well. Everything has to fit our standard box and space sizes - outsized items like sofas, snowmobiles and hot tubs are more than our van and racking can take. Smaller furniture such as a few dining chairs is usually fine; it simply counts towards the space you book.

If you're not sure about a specific item, ask us before booking rather than after - the easiest time to sort it out is before we arrive.

As long as you keep paying the monthly storage fee, your boxes stay with us. There's no minimum lock-in beyond the current billing cycle.

You can request your boxes back at any time - give us a few working days' notice so we can schedule a return slot. See the cancellation section below for the exact notice rules.

Our driver arrives in your chosen time slot with empty boxes. You pack - we don't handle your personal items inside the boxes. Once each box is sealed, we record what's in it (your manifest), seal it with a tamper-evident tie, and take it to our warehouse.

You can usually see the boxes show up in your customer portal within an hour or two of collection.

We'll try to reach you on the phone number you gave at booking, wait briefly, and then leave. The trip charge still applies (we've already made the journey), and we'll be in touch about rescheduling.

A redelivery is typically charged at the same trip rate; see the fees page for the exact figure we have set.

Yes. The earlier you tell us, the simpler it is - there's a notice window in the fees page (a number of working slots before your booking). Within the window, you can cancel free; outside it, a cancellation fee may apply.

Personal customers in the EU additionally have a statutory 14-day right of withdrawal - see the cancellation section below.

You can - but treat refusing-at-the-door as a full cancellation, not a free pass. The driver has already made the trip and brought the boxes; that's a billable visit and we don't recover those costs.

If you know in advance you don't want the boxes anymore, please cancel rather than waiting for the doorstep. See the cancellation section below.

Not without taking the whole box. Each box is sealed when we collect it and the seal is part of the audit trail - we don't open boxes once they're in storage. The way to retrieve "just one thing" is to request the box back, unpack what you need, and return the rest in a fresh visit.

For frequently-needed items, consider a separate small box at booking time so you're not retrieving and re-storing the whole lot every time.

Yes. Place an additional order for the size you need; it lands as a new line on your storage and gets added to your monthly billing from the next cycle.

There is a fresh trip charge for the delivery of the new box - same rate as your original delivery.

You can. We'll need to deliver the new (empty) box, you re-pack, and we collect the old one. That counts as one trip pair - see the fees page for the exact charge.

Your monthly rate adjusts from the next billing cycle to reflect the new size.

Yes - the customer portal lists every box on your contract with its manifest (what you told us was in it at collection time) and its current status.

The manifest is the record we work from for insurance + returns. Keep it accurate; you can request edits via the portal if you packed something extra at the last minute.

In the customer portal, choose "Request a return" and pick which boxes you want, when you'd like them, and the address. Pay the trip charge and we'll bring them on the slot you picked.

A few working days' notice is the norm; check the fees page for the exact notice window we have set.

Yes. The return wizard lets you tick which boxes you want delivered - anything you leave unchecked stays in storage and continues to be billed monthly until you ask for it back or close your contract.

A return trip is one trip charge regardless of how many of your boxes ride along, up to our included-box count; above that, a per-extra-box surcharge applies.

Yes - you can deliver to any address in our service area. The return wizard offers your saved billing address by default; you can pick "Use a different address" and enter the destination.

If the destination is further away than your billing address, a distance surcharge may apply - see the fees page for the per-km rate.

Same as for delivery: we try to reach you, wait briefly, then leave. The return trip is billable whether or not you were there. Rescheduling means a fresh return trip at the same rate.

Make sure the address + phone we have are current before the slot; you can edit them in the customer portal.

Three pieces, all on the fees page: (a) the monthly storage rate per box / item, (b) a trip charge for each delivery or return visit, (c) any distance surcharge if your address is outside the included-radius.

The wizard shows your total before you confirm. Past bookings keep their original rate even if we update the published fees later.

You pay your first invoice - covering the trip + the first month's storage - when you confirm the booking. After that, storage is billed monthly on the same day of the month your contract started.

Trips after the first (returns, retrievals, adding boxes) are billed at the time of the visit, not bundled into the monthly storage cycle.

Card and the local mobile-wallet equivalents (Apple Pay / Google Pay) are accepted via our payment partner. Bank transfer is available for business customers on request.

For ongoing storage, your saved card is charged automatically on each monthly billing date; you can change the saved method in the customer portal.

We'll email you and try again. If the failure isn't resolved within our grace period (see customer terms), late fees may apply and your storage moves into a "suspended" state.

A suspended storage contract isn't cancelled - your boxes stay safe with us - but new bookings + returns are paused until the balance is paid.

Yes. EU Consumer Rights Directive 2011/83 gives you 14 days from confirming your booking to withdraw, no reason needed. At booking you tick a box agreeing that we may start providing the service immediately - that means if you withdraw after we've already delivered the boxes, you pay a proportionate share of what was provided (the trip). Anything outstanding is refunded.

The customer terms page section 8 has the full text + the model withdrawal form. Business customers don't have this statutory right - your cancellation terms are in your contract.

Request a return of all your boxes via the customer portal - that's the standard way to close out. Once all boxes are returned, the contract is closed and no further monthly billing occurs.

You can also write to us asking to close even if you want us to dispose of the items rather than return them - see the abandonment + disposal section in the customer terms.

Get in touch as soon as you notice - ideally on the day we deliver them back to you. We'll ask you to describe the damage + share photos, and we'll match against the manifest you confirmed at collection.

Items are covered up to the per-item insurance limit set in the customer terms; valuables above that limit need separate cover before booking.

Same path as damage - tell us immediately and we'll start an investigation. Boxes are tracked at every stage (delivery, intake, storage location, return), so a "lost" box usually turns into "still at the warehouse, scheduled for a separate trip." If something genuinely can't be found, the insurance cover described in the customer terms applies.

Email is the simplest path - the address is in the customer terms' contact section. For account-specific issues you can also raise a request in the customer portal so it's linked to your contract for context.

We aim to acknowledge within one working day and resolve within ten. If we can't resolve it together, your country's consumer-protection authority is the escalation route - links to the relevant body are in the customer terms.