Frequently asked questions
Find the answers to any question you have about our self storage solution.
We provide a premium service. If you think of airlines, we are the Emirates of storage! Check out our pricing page to find out more.
Collection of your stuff is easy! We’ll text you a 1-hour collection window on the day, and the driver will call when they’re outside. Just make sure everything’s packed and you’ve checked in before we arrive.
Ready to get everything back? Just log in, pick your items and delivery date. We’ll email a confirmation and text you on the day with your delivery time.
Your stuff’s safe with us! We store everything in one of the UK’s top facilities, temperature controlled and secured to ISO standards.
The dimensions of our boxes are:
Medium: 35×55×35cm (67L)
Large: 46.5×46.5×51.6cm (111L)
We’ve designed our boxes to be roomy but not too heavy—easy on your back, and easy to handle!
Missed your collection? Don’t stress! Just message our Customer Success Team on WhatsApp and we’ll get you rebooked ASAP.
To avoid a £25 fee, please make sure to check in and be available on collection day, we’d much rather you spend that money on something fun (or invest it and get rich!).
If something happened that was out of your control, reach out, we’re here to help.
Our driver will arrive between 7am and 7pm. On the day, we’ll text you a 1-hour time slot. Need a morning or afternoon slot? Just drop our Customer Success Team a WhatsApp!
Our driver will call when they’re outside, keep an eye out for the van and make sure your phones on!
We currently collect from London and surrounding areas. To check if we cover your location, just enter your postcode on our homepage. When booking, make sure you’re checked in with your full address, email, and phone number. Helpful notes, like buzzer codes or concierge info, make things easier for our drivers and smoother for you!
Need a last-minute pickup? You’re not the first! While next-day bookings aren’t available online, message our Customer Success Team on WhatsApp, we’ll do our best to help.
Same-day collections are tricky to arrange as we want to make sure everything’s properly tracked and handled. You can’t book this online, but message our Customer Success Team on WhatsApp, we’ll see what we can do!
Yes, we operate 7 days a week.
The best tip you can give our driver is to leave them a review on either Google or Trustpilot (thank you!).
Need to change your collection date?
Just a heads up, last-minute changes may come with a small fee.
Will you come upstairs and collect my boxes?
Yes, we can carry your stuff up or down stairs, but this service is only available in certain postcode areas. If you’re unable to do it yourself, just message our Customer Success Team on WhatsApp and we’ll help you out.
How do I check in?
Before collection, make sure you’re checked in—it helps everything run smoothly. It’s quick and easy!
Yes, we can carry your stuff up or down stairs, but this service is only available in certain postcode areas. If you’re unable to do it yourself, just message our Customer Success Team on WhatsApp and we’ll help you out.
As soon as your items are safely delivered to our amazing warehouses they will be logged as in storage and kept safe. They will then show on your account as IN STORAGE you can login and check on this.
On the collection day we will send you a 1-hour delivery window. If your driver hasn’t arrived between the 1-hour window this may mean there has been an unexpected delay and please contact our Customer Success Team on WhatsApp.
Before collection, make sure you’re checked in—it helps everything run smoothly. It’s quick and easy!
No stress, our drivers are pros at handling tricky parking! Just make sure to let us know where to collect or drop off by adding notes to your booking or messaging our Customer Success Team on WhatsApp.
If your delivery doesn’t arrive on the scheduled date, don’t worry—it’s safe in our warehouse and on its way! To make sure everything goes smoothly, double-check that your address, phone number, and email are up to date, and be available all day to accept the delivery. If it’s unsuccessful, you’ll need to re-book through your account (no extra charge, but the delivery fee will apply).
If something went wrong beyond your control, reach out to our Customer Success Team on WhatsApp, we’re here to help!
Yes, we can ship your stuff overseas. Please click here to find out more.
One of the great things about our service is that each item is tracked individually, so you only need to order back what you want. To make sure you get the right item, just record an inventory of each box and take a photo.
Our driver will arrive anytime between 7am and 7pm. We will text you 1-hour delivery window time on the day of collection. If you need to confirm a morning or afternoon collection, please contact our Customer Success Team on WhatsApp.
Our driver will call you when they are downstairs but make sure you keep an eye out for our van and always keep your phone on.
If your collection date is less than 48 hours away, please contact our Customer Success Team on WhatsApp. If your collection date is not within 48 hours, please login to your account where you can edit your order. If you need to change your collection date within 48 hours you may incur a late change charge.
We want to get your things back to you as quickly as possible for a great experience! To book your return, just log in to your account, redelivery is available within 48 hours. Need it sooner? Message our Customer Success Team on WhatsApp, and we’ll do our best to help!
Yes, delivery doesn’t have to be back to the same address we collected from. We can deliver your stuff back to anywhere within mainland UK.
We’re all for getting those steps in, but yes, we can carry your stuff upstairs! This service is available in certain postcode areas. If you’re unable to carry things upstairs, just reach out to our Customer Success Team on WhatsApp, and we’ll assist you.
We only collect from London and surrounding areas, but we offer redelivery to anywhere in the UK. For more details, please contact our Customer Service Team on WhatsApp!
Easy! Login to your account and book delivery of the items you want. If you need any help, contact our Customer Success Team on WhatsApp.
Yes, we operate 7 days a week.
Sure, contact our Customer Success Team on WhatsApp to get a quote.
We accept liability for loss or damage for every box that is insured, each item is also protected both to and from the warehouse while they are in transit. Our liability is not insurance cover, but it’s similar and yo ucan claim against us if we lose or damage your goods. Each box is insured up to the value of £100 and you will have the option to increase that when you make a booking.
Your items are protected from the moment they leave your doorstep. We currently do not accept liability for damage to fragile items like glassware, crockery, mirrors etc. If you are planning to store fragile items, please make sure they are property protected.
Order as many as you like, we only charge you for the boxes you fill up and you can keep the spare boxes or give them to a friend!
Absolutely and we strongly recommend it! Click here to find out how our check in process works.
Ensuring your boxes are safe and that you trust us is key to our service.
We’ll only open your items under exceptional circumstances which include the following.
In one of the best storage facilities in the UK! Our warehouses are temperature controlled and have ISO accredited security process’s in place. Keeping your stuff safe and secure is our priority and we have invested in our faciltiies and processes to ensure this.
As long as you want!
We do not tie you into a minimum storage period, you can store your stuff for 1 day or 1 year. The monthly storage payment will be taken on your anniversary date each month until you want everything back.
Yes, check the outside of our box which will tell you the weight limit. The weight limit for your own box is 25kg.
We do not require a deposit or any upfront payment when you make a booking with us.
Once your items are collected and logged as ‘IN STORAGE’ you will be invoiced your first month’s storage and for any additional services you have selected. This will now be your ‘anniversary date’ and we’ll continue to take payments on this date each month.
We provide the best ‘storage-by-the-box’ service in the UK and our price reflects that. We charge you by-the-box meaning you only pay for what you store each month. If you send new boxes in, they’ll be included in your existing price plan. Click here to find out how much it costs a month per box.
Redelivery is £9.70 per item and will be charged when you book the redelivery. If your delivery postcode is further than 20 miles from your collection postcode you will be charged an additional one off fee of £25.
If you need your boxes carried upstairs when they are redelivered, please call the Customer Success Team on 0800 1126 242.
We provide two collection services, roadside and doorstep however doorstep collection is only provided in certain postcode areas.
If you choose to store with us using our boxes, the cost of the packaging materials will be added to your basket. Click here to get a quote.
You can book to have your items returned at any time of the month. We do not backdate the rental you have paid if you book redelivery before your next anniversary date.
No!
Our mission is to ensure you have the best possible experience using our services.
Should you have any questions about our pricing please call the Customer Success Team on 0800 1077 250.
The packaging materials you purchase are yours to keep or you can donate them to a friend to use.
Absolutely!
Lots of business’s all over the UK take advantage of our storage services. Most of them store secure documents, marketing material or just clutter they have in and around their offices.
Our parent company is an ISO accredited document storage provider, so we have all the correct processes in place to keep your business’s items safe.
We can store pretty much anything apart from any of the following.
Please make sure you refer to our terms and conditions for full details.
Yes, our warehouses are temperature controlled and damp proof.
Please make sure that all boxes with clothes inside are sealed and packed correctly.
Yes, we can store your suitcase as-is. If you want to store a small carry-on, sports bag, or laundry bag, we recommend selecting our large box, as these will fit inside. Alternatively, we can store them as-is if you select ‘other item’ when building you’re quote.
Yes, we can store furniture! If it’s small enough to fit into one of our boxes, we recommend selecting one of those. Otherwise, choose the ‘other item’ option, and we’ll store the furniture as-is, as long as it’s small enough for one person to carry.
Yes, just select ‘other item’ when building you’re quote.
Yes, you can but we strongly recommend you pack them as well as possible. Put them in the middle of box, wrapped in bubble wrap and covered in clothes to keep them safe.
If you are concerned about damage to a valuable item, it is always best to keep them with you.
Once you have received your boxes and packed them you are now ready to ‘CHECK IN’.
Think of it as if you are boarding a flight, before you arrive you must check in so you can get rid of your luggage, go through security, and enjoy a well earnt drink at the airport bar.
Our ‘CHECK IN’ process is just as important. Simply scan the QR code on the boxes and follow the steps to get checked in.
If you need help or have any questions about the ‘CHECK IN’ process, please call our Customer Success Team on 0800 1126 242.
The QR code on each box will take you through to our ‘CHECK IN’ process which you must complete before we collect your boxes.
If you need help or have any questions about the ‘CHECK IN’ process, please call our Customer Success Team on 0800 1126 242.
If the QR code is not working, please click here to start the ‘CHECK IN’ process.
Your boxes will have a barcode attached on the front of each box and on one of the sides and stars with an S followed by 7 numbers.
If you have received boxes that have no barcodes attached, please call the Customer Success Team on 0800 1126 242.
Once you have added your barcode number, inventory, and picture for each box these will be saved into your customer account. Please click here to login.
If you have chosen to store using your own boxes click here to check in. We will send you barcodes in the post for you to attach to your boxes.
Yes, if you have organised your own packaging materials select the ‘other item’ option when you are placing an order. Your own boxes must be no bigger than 457mm x 457mm x 499mm and be no heavier than 25kg.
If you choose to store with us using our boxes, the cost of the packaging materials will be added to your basket. Click here to get a quote.
The dimensions of our boxes are:
Small: 35cm (w) X 55cm (l) X 35cm (h). (Capacity of 67 litres)
Large: 46.5cm (w) X 46.5cm (l) X 51.6cm (h) (Capacity of 111 litres)
Suitcase: 52.8cm (w) X 40.8cm (l) X 76.7cm (h). (Capacity of 165 litres)
Our boxes are designed with your wellbeing in mind, so they aren’t packed to heavy.
Yes, check the otuside of our box which will tell you the weight limit. The weight limit for your own box is 25kg.
Earn £10 by referring a friend! Once your stuff has been securely stored you will receive an email containing your unique referral code for you to share with friends on social media, via text or on email. Your friend will get a discount and you will get a £10 voucher of your choice. Your unique code can be shared as many times as you like.
Sure, this would require a weeks notice period. Please contact our Customer Success Team on WhatsApp to get a quote.
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Copyright © 2023 Spaceways
Copyright © 2023 Spaceways
