FAQs

If you need to store your stuff while you’re in-between houses, we’d recommend our storage units service.

It’s perfect for storing furniture, and you won’t be tied down to a contract. It’s ideal if you’re just needing some short term storage, and we’ll even deliver your stuff back to any mainland UK address.

We recommend you try to have everything organised and ready to pack where possible before your moving day.

If you live in a shared house, please make sure that all of your stuff that you need moving is moved out of communal areas before your moving day. We won’t be able to move anything still in communal areas.

Our team can also disassemble some of your furniture as part of our furniture disassembly service. There are certain items they won’t be able to disassemble however, such as IKEA furniture and wardrobes. This is because certain brands of furniture are not designed to be disassembled when they’ve been built. As a result, it’d be great if you could take apart larger items of furniture before your moving day, just to make sure everything runs smoothly!

We also offer an optional packing service. If you don't want to use it, then please ensure that everything you want to move is packed where appropriate, such as packing loose items in secure, double-walled boxes. If you don’t, there will be an additional charge for packing your stuff. Where possible, please also label any boxes so it’s straightforward for our team to drop your boxes off in the right room!

Our team works 8am-6pm, Monday-Saturday (pending availability). We will send a 2-hour arrival time slot the evening before your removal takes place. Please ensure that you are available for the entire working day to allow for delays on the day.

We know that moving house means you’ll need to move a wide variety of different things. But there are certain things we can’t move for you. These include:

• Any dangerous substances and/or weapons
• Pets
• Any industrial chemicals
• Money
• Any personal documents, such as passports and identification cards

For small moves, we won’t be able to move anything stored in communal areas, such as communal kitchens. As a result, please make sure everything you need moving is in your room before moving day.

You may need us to move white goods, such as fridges, freezers, washing machines and dishwashers. If this is the case, please make sure they’re unplugged and/or disconnected, clean, empty and defrosted where necessary.

If you need us to move anything connected to a gas pipe, such as a gas oven, please make sure you get a Gas Safe Registered Engineer to disconnect everything before your moving day. If they aren’t disconnected, we unfortunately won’t be able to do this for you.

We can! Our small moves are perfect for students and people moving from house shares. This starts from £399.

Get started with your booking here.

Alternatively, if you’re unsure what removal you need, give our customer operations team a call on 03331110770, email us at support@storebox.co.uk, or contact us via live chat, and we can help you out.

If we have to park on your road, we’ll need any necessary parking permits to avoid any fines we may accrue while completing your removal. This applies to both your current home and your new one!

If you don’t obtain the necessary parking permits before your move, we’ll pass any fines we may receive on to you.

You can cancel or change your removal by contacting our customer operations team on 03331110770.

You can cancel your removal and get a full refund if you give us notice more than two working days by 11am. After that, we’ll give you a 50% refund if you let us know more than 1 working day before we’re due to move your stuff. If you let us know within 24 hours of your moving day, you won’t receive a refund.

You can reschedule or change your removal for free if you give us notice more than two working days by 11am. After that, we’ll give you a 50% refund if you let us know more than 1 working day before your move, and no refund if you let us know within 24 hours of your move.

If you select our optional furniture disassembly service, our expert removals team are happy to disassemble some of your furniture!

Please note though, there are certain things we won’t be able to disassemble:

• Any flat pack furniture that you may not be able to reassemble, such as items bought from IKEA
• Antiques
• Pianos
• Fitness equipment

This is because certain brands and types of furniture are not designed to be disassembled when they’ve been built.

Finally, we won’t be able to unpack your boxes for you when we drop everything off for you.

For all removals orders, we require our team to have adequate parking within 50m of your current home. If this isn’t the case, we may have to charge you more if your removal takes longer than expected.

It’s also possible that we have to postpone, or cancel, your removal until a parking permit is organised for our team. On top of this, any parking fines we may incur as a result of not having adequate parking will be passed on to you.

We ask that somebody be present at both your current home and your new one too when we arrive. If you can’t be there, please arrange for somebody to be present and that they are aware we’ll be there.

Unfortunately, if nobody is present at either your current home or your new one, we’ll have to fail your removal, and you’ll be charged a cancellation fee. If this happens, please get in touch with our customer team on 03331110770 to re-arrange.

For single room man-and-van moves, please make sure your accommodation provider and reception are aware we’re coming to help you move. We’ll also need an alternative contact to help us – this can be your accommodation provider, or somebody you know (just so long as they can let us into both your old and new room). This alternative contact will need to be able to tell us what we need to move for you, so please make them aware before your moving day.

Unfortunately you won’t be able to travel with us on your moving day.

As a result, we ask that you organise your own transportation on your moving day.

The day before your moving day, we’ll send you an email with an estimated time of arrival at your current home. Then, on your moving day, we’ll send you a text message with a more accurate time. As a result, please make sure we have your correct mobile number before your moving day! You can do that by going over to your orders page.

We also ask that you're available for the entire day on your collection day.

Yes, furniture reassembly is included in our disassembly service.

Our removals service is super simple:

You book

• You can book in seconds through our website. You can get started here.
• If we need to provide you with a bespoke quote, our team will be in touch within 2 working days to discuss with you and take any payment from you (but only if you’re happy with it!)
   

We move you out

• On your moving day, our professional removals team will be with you by the agreed time we send you via email the day before.
• If you selected our additional packing service, our team will pack your stuff as required.
• Additionally, if you selected our optional furniture disassembly service, our team will disassemble some of your furniture.
   

We move you in

• We’ll then take it to your new home and drop your stuff off for you.

You can cancel or change your removal by contacting our customer operations team on 03331110770.

You can cancel your removal and get a full refund if you give us notice more than two working days by 11am. After that, we’ll give you a 50% refund if you let us know more than 1 working day before we’re due to move your stuff. If you let us know within 24 hours of your moving day, you won’t receive a refund.

You can reschedule or change your removal for free if you give us notice more than two working days by 11am. After that, we’ll give you a 50% refund if you let us know more than 1 working day before your move, and no refund if you let us know within 24 hours of your move. 

Pricing for our removals is as follows:

• Mini move: £199
• Small move: £399
• Standard move: £499
• Large move: £699

Each of our removals have a set amount of time allocated to them. For mini moves it's 2 hours, for small moves, it’s 5 hours, and for large moves it’s 7 hours. If your move goes over this time, then we’ll charge you £50 per hour for small and large moves a couple of days after your removal has taken place.

If your home has 3 or more bedrooms or you need a business move, we’ll need to provide you with a bespoke quote. Our team will take into account the size of your current home, and the distance your stuff will need to travel to your new home. We’ll then get in touch to discuss next steps.

Certain moves will incur a mileage charge. To find out the total cost of your move, check out our prices here or contact us on 03331110770.

Certain moves will be charged an additional fee per mile based on the distance between your 2 addresses:

• Mini/small move: £1.90/mile after 25 miles
• Large move: £3.00/mile after 25 miles

For larger properties or business moves, we’ll include any distance based fees in your full quote when we contact you after you place your order.

Each removal comes with £5000 free coverage, with a maximum single item limit of £200.

We also offer optional, separate packing and furniture disassembly services. Our packing service starts from £159, and includes packing and wrapping of your stuff. All materials are included with this free of charge! Our furniture disassembly service starts from £79 for a small move, and can be combined with our packing service to help your house move go as smoothly as possible.

For larger removals, we need to ensure everything is thoroughly planned so you only get charged the right amount.

After you place a booking on our website, our team goes away and figures out what sort of removal you need based upon the size of your property and how long we expect that to take. We also work out the driving distance from your current home to your new property.

Once we’ve worked out your quote (and this should be within 2 working days), we’ll give you a call to discuss next steps.

For small or large removals, you’ll pay for your removal at the time of your order through our website. If your removal takes longer than expected, we’ll then charge you any additional fees a couple of days after your removal has taken place.

If we need to provide a bespoke quote, we’ll only charge you once you’ve confirmed you’re happy with it.

If you select our optional additional packing service, our removals team can handle this for you.

If you’d prefer to pack your own stuff, please make sure you securely pack your loose belongings into double-walled boxes for safe transport, and that you wrap your larger items and furniture to protect them while they’re on the move.

With all of our removals, we offer an optional additional packing service. For small moves, it costs £159 and for large moves it’s £259. For larger properties or business moves, we’ll include the packing fee in your full quote when we contact you after you place your order. You also get free materials, and our expert removals team will safely and securely pack and wrap your stuff for your house move.

If you select our optional additional packing service, our removals team will pack and wrap your stuff when they get to your current home on your moving day.

You pay £159 for packing when booking a small move. For large moves, it’s £259. For bespoke quotes, we’ll include the packing fee in your full quote when we contact you after you place your order.

For smaller, loose items – we'll pack them securely into boxes using our own packing materials (which are free of charge). Larger items, such as mattresses, beds and wardrobes, will need wrapping to protect them while they’re in transit.

If you choose to do your own packing, please make sure you pack all of your belongings securely into double-walled boxes and wrap your larger items to protect them where possible.