Frequently asked  questions 

Find the answers to any question you have about our self storage solution.

An image of a student in the process of packaging up one of our provided Spaceways storage boxes.

General questions

How much does self storage cost?

We believe 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.

How does collection work?

Collecting your stuff is super easy. On the day of collection you will receive a 1-hour collection window via text message and your driver will contact you again when we are outside the collection property. You must make sure that everything is ready for collection and that you have checked in.

How does delivery work?

When you are ready, login to your account and select the items you would like delivered and the delivery date. Once booked you will received confirmation via email and we will text you on the delivery day confirming a delivery window.

Where is my stuff stored?

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 facilities and processes to ensure this.

How big are your boxes?

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.

Collection

How much does self storage cost?

We believe 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.

Will I be charged if my collection is unsuccessful?

If your stuff is not collected on the scheduled date the most important thing is to not worry. Contact our Customer Success Team on WhatsApp and we will reschedule your collection date for as early as possible. To make sure your collection goes ahead you must check in before we arrive. If your delivery is unsuccessful, you will be charged £25 so it’s important you are available all day as we don’t want to charge you. You could spend that money on your partner, at the pub or invest in stocks and become a millionaire! Your experience is our priority and if you feel the failed collection was out of your control, please contact us on WhatsApp and speak with the Customer Success Team.

What time will my driver arrive?

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 WhatsApp our customer success team.

How will I know my driver is here?

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.

Where can you collect my stuff from?

We can collect your stuff from any mainland UK address. To make sure your collection goes ahead, please make sure you are ‘checked in’, have entered your full address, email address, mobile number. Additional information can also be useful for our drivers, for example our driver may need to ring a buzzer, or you may want us to collect from a concierge. As much information as possible ensures you have a great experience.

Can you collect my stuff tomorrow?

Don’t panic, you aren’t the first person to need us to collect next day. You are unable to book next day online but please contact our Customer Success Team on WhatsApp and we will do our best to get your stuff picked up.

Can you collect my stuff today?

Collecting same day is difficult to manage and to ensure your stuff is tracked and collected using the correct process’s we have in place. You are unable to book this online but please contact our Customer Success Team on WhatsApp and we can help.

Do you collect at weekends?

Yes, we operate 7 days a week.

Should I tip my driver?

The best tip you can give our driver is to leave them a review on either Google or Trustpilot (thank you!).

How can I change my collection date and details?

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 oder. If you need to change your collection date within 48 hours you may incur a late change charge.

Will you come upstairs and collect my boxes?

As much as we want to encourage you to get your steps in, yes, we can carry your stuff upstairs or downstairs. This service is only offered within certain postcode areas. If for any reason you are physically unable to carry things upstairs or downstairs please contact our Customer Success Team on WhatsApp.

When will my boxes show as IN STORAGE?

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.

Why hasn’t my driver arrived?

On the collection day we wil lsend 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.

How do I check in?

Our check in process is the most important part of the collection and must be completed before we arrive. Think of it as a flight, if you are not checked in you are unable to board. This process is no different. Click here to see how it works.

Delivery

How much does self storage cost?

We believe 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.

Will I be charged if my delivery is unsuccessful?

If your stuff is not delivered on the scheduled date the most important thing is to not worry. Your stuff is on its way back to our amazing warehouses to be looked after. To ensure your delivery goes to plan please make sure you have entered your full address, mobile telephone number, email address and make sure you are available all day to accept the delivery. If your delivery is unsuccessful you will need to log back into your account to re-book. We won’t charge you if delivery is unsuccessful, but you will need to pay for delivery again. Your experience is our priority and if you feel the failed delivery was out of your control, please contact us on WhatsApp and speak with the customer success team.

Can my stuff be delivered to another country?

Yes, we can ship your stuff overseas. Please click here to find out more.

Can I order one item back instead of them all?

sure, one of the benefits of our service is that each item is recorded individually so you only need to order back what you need. To make sure you get the correct item back remember to record an inventory of each box and take a photo.

What time will my driver arrive?

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.

How will I know my driver is here?

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.

How can I change my delivery date and details?

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.

How much does redelivery cost?

Redelivery is £9.50 per item and will be charged when you book the redelivery. If your delivery postode is further than 20 miles from your collection postcode you will be charged an additional one off fee of £25.

How quickly can I get my stuff back?

Getting your stuff back to you as quickly as possible is key to ensuring you have a great experience with us. To book the return of your stuff, login to your account and you will see the earliest you can book redelivery is within 48 hours. If you need your things back sooner, please contact our Customer Success Team on WhatsApp.

Can I get my stuff back to a different address?

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.

Will you bring my stuff upstairs?

As much as we want to encourage you to get your steps in, yes, we can carry your stuff upstairs. This service is only offered within certain postcode areas. If for any reason you are physically unable to carry things upstairs please contact our Customer Success Team on WhatsApp.

Do you deliver to anywhere in the UK?

Yes, we cover any address within mainland UK.

How do I book delivery of my stuff?

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.

Do you deliver at weekends?

Yes, we operate 7 days a week.

Transit & Storage

How much does self storage cost?

We believe 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.

Is my stuff insured?

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.

What does your liability cover?

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.

I don't know how many boxes I need; how many should I order?

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!

Can I record what I put inside my box?

Absolutely and we strongly recommend it! Click here to find out how our check in process works.

How do I know you wont open my boxes?

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.

  • If we think that there is risk of damage to your stuff or injury to one of our team
  • If we suspect you are storing something that is in breach of our terms and conditions
  • If the box is overweight or not packed correctly then we may repack the item for you
  • If you have used your own box and it is falling apart due to overpacking
  • If any of these situations happen don’t worry, our Customer Success Team will always communicate via phone call and email.
Where is my stuff stored?

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.

How long can I store my stuff for?

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.

Payment

How much does self storage cost?

We believe 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.

How do I pay for my storage?

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.

How much does storage cost?

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.

How much does collection cost?

We provide two collection services, roadside and doorstep however doorstep collection is only provided in certain postcode areas.

Click here to get a quote.

How much does re-delivery cost?

Redelivery is £9 per item.

If you need your boxes carried upstairs when they are redelivered, please call the Customer Success Team on 0800 1126 242.

How much are your boxes?

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.

What happens if I want my stuff back halfway through the month?

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.

What's the difference between price for your box and my own box?

We encourage all of our customers to store with us using our boxes and our monthly storage costs reflect that. Click here to get a quote.

Do you have any hidden costs?

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.

Will I get a refund on the packing materials I don't use?

The packaging materials you purchase are yours to keep or you can donate them to a friend to use.

What you can and can't store

How much does self storage cost?

We believe 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.

Can my business store stuff with you?

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.

What can't I put in my box?

We can store pretty much anything apart from any of the following.

  • Any liquids or aerosols.
  • Food or perishable goods including sauces.
  • Musical instruments that aren’t correctly packed or wrapped.
  • Birds, fish, animals, or any other living creature.
  • Explosives, weapons, or ammunition.
  • Laundry bags, plastic bags, or bin bags. These all need to be stored inside boxes.
  • Items that emit fumes, smell or odour.
  • Illegal substances or goods illegally obtained.
  • Mirrors or large glass items.
  • Materials that are combustible or flammable, liquids, or compressed gases.
  • Chemicals or other materials of a dangerous nature.
  • Passports, cash, credit, or debit cards.

Please make sure you refer to our terms and conditions for full details.

Will my clothes be stored safely?

Yes, our warehouses are temperature controlled and damp proof.

Please make sure that all boxes with clothes inside are sealed and packed correctly.

Can I store suitcases and other luggage?

Yes but you must send them inside a suticase box. Our boxes have been specially designed to fit most suitcases and to keep them safe and secure while in storage. If you want to store a small carry on suitcase, sports bag or laundry bag select our large box as these will fit inside this size box. Please note that we can’t accept suitcases not packed in one of our suitcase boxes.

Can I store furniture?

Everything you store with us must be in a box, if the item is small enough to fit inside one of our boxes or your own box then we can store it. If you have lots of furniture to store our parent company Kelly’s Storage can help.

Can I store a bike with you?

Yes, but the bike must be inside a bike box. Please contact our Customer Success Team who can provide a box if you don’t have one.

The check in process

How much does self storage cost?

We believe 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.

How does the check in process work?

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.

Why do I need to scan the QR code?

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.

I can't find my barcode numbers, where are they?

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.

Where are my inventory and pictures saved?

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.

Our boxes

How much does storage cost?

We believe 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.

Can I use my own box?

Yes, if you have organised your own packaging materials select the ‘my own box’ 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.

How much do your boxes cost?

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.

What are the dimensions of your boxes?

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.

Is there a weight limit for your boxes?

Yes, check the otuside of our box which will tell you the weight limit. The weight limit for your own box is 25kg.

How should I label my boxes?

Your boxes will arrive with our barcode already attached. If you have received boxes that don’t have a barcode, please contact our Customer Success Team on WhatsApp. If you have chosen to store with us using your own boxes, we will send you barcodes in the post for you to attach to your boxes.

Refer a friend

How much does self storage cost?

We believe 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.

Packing

Can you pack my things for me?

Sure, this would require a weeks notice period. Please contact our Customer Success Team on WhatsApp to get a quote.

The best way to  make space 

Enjoy a stress free and decluttered life, without busting the bank. Book your storage today!

×