Question 1

What happens if I fail a payment?

Accepted Answer

1. Unfortunately, if for some reason we cannot charge you at the scheduled time, we’ll be forced to take out at an administrative fee to cover our costs of dealing with this.

2. If it’s a simple matter of a failed transaction, we’ll charge you an administration fee of £25.

3. In respect of all sums that are overdue to us we charge interest on a daily basis (4% per annum above the prevailing base rate for the time being of the bank of England). If you fail to pay, we’ll give you a 30-day written notice to settle all outstanding sums due. After this, if we are still unsuccessful in taking payment, we’ll unfortunately be forced to dispose of some or all of your items by whatever means available to us.

4. We will however credit any excess as a result of this disposal to your account less an administration fee of £25 and any other reasonable costs incurred in connection with the disposal.

5. If this still doesn’t cover what you owe we will serve you with a written notice to pay all outstanding monies due within 7 days and interest will continue to accrue until the balance is paid in full.

6. If you fail to pay your outstanding amount within two months of the amount being charged, your items will be removed from storage and recycled.

Question 2

How do I pay for my storage?

Accepted Answer

1. When making your booking, we will take down the card details that you would like to have on file with us. You'll have to add your card details up to 3 days before your collection date, alternatively your booking will be cancelled. No storage fee is charged upfront. But if you have booked any of our services add-ons, such as pre-paid loading time or a crate drop, we will charge this upfront to your card.

2. After your collection has been completed and you have received your storage confirmation, we will charge your first month’s storage fee.

3. You will then be charged on the same date as your collection each month that you store with us for.

4. The charges will be applied directly to the card you have placed on file with us.

5. If at any point you want to change your card details, you can do this by logging onto your bySTORED account and clicking the ‘My Finance Details’ tab.

Question 3

Are there hidden costs?

Accepted Answer

1. No, the full price of your storage agreement will be quoted to you – in writing – prior to your collection taking place.

*Please note that return prices vary according to the required date.

See further details here: 
How much does it cost to have my items returned to me?

How quickly can I have my items returned to me?

How do I book my return?

Can you collect & return to any address?

How much does storage cost?

Question 4

Do you pricematch?

Accepted Answer

1. If you have a quote from another storage provider, we are more than happy to look into price-matching for you.

2. We will always do our best to price-match but, due to the all-inclusive nature of our service, we may often appear more expensive purely on face value.

3. Do remember that our prices come included with a collection service of two removals experts and a van, all security measure & £500 standard liability cover.

Question 5

How much does it cost to have my items returned to me?

Accepted Answer

1. We deliver your items to your door for you starting for the following standard return fees which are based on your length of storage:

2. Storage of more than 2 months: *from £49
Storage of up to and including 2 months: *from £109

3. There is 30mins free unloading time included in every delivery.

4. If the free unloading time is exceeded, a charge of £39 per started 30 mins per team of 2 will be incurred.

5. If you want us to unpack or re-assemble your items we can help with that as well, for only £39 per half hour per team of 2.

6. If during your storage term you need only certain items delivered back to you, each extra delivery is charged starting *from £29 (depending on the notice provided and flexibility on the timing of delivery), no matter how many of your items are being delivered - up to 1 van load max.

7. All prices are valid for delivery to London zones 1-3.

*Please see further details here: "How quickly can I have my items returned to me?" / "How do I book my return?" / "Can you collect and return to any address?"

Question 6

Can I take my items out of storage before the agreed length on storage?

Accepted Answer

1. In short, yes you can. However, if you have received a discounted storage rate dependant on your length of storage, we will recoup the discounted amount from your storage fees.

2. For example, if you monthly rate has been discounted by £20 each month, and you have stored for 4 months, we will recoup £80 from your account before completing your return.

Question 7

Do you offer any discounts?

Accepted Answer

1. We do indeed! - If you’re planning on storing with us for 6+ months, we can knock 15% off your package.

2. We also provide 15% off your first month if you are a student who is storing for a minimum of 3 months.

3. If you’ve happened to come across a code for one of our fantastic discounts, please be advised that these come with a few conditions.

4. The discount is only ever applicable to your storage subscription. No discount will be applied to any other additional services

5. Our 15% long term discount requires at least 6 full months storage.

6. If you are storing for less than the required storage length, you will be required to pay the amount that was discounted from your package

Question 8

How much does storage cost?

Accepted Answer

1. The cost of storage depends on two main factors:
How long are you storing with us for?
What unit size do you need?

2. If you are not too sure what unit size you need, you can always give us a call on 020 3637 1234 . One of our storage consultants will be on hand to help you figure out the correct unit size for your storage needs and answers any further questions you may have.

3. All our prices are inclusive of VAT.

Question 9

What happens if I have my return mid-way through the month? Do I still pay for the full month?

Accepted Answer

1. We do not offer pro-rata rates. However, if you have your items returned up to 5 days into the new storage month, we will refund you 50% of your monthly storage fee. If you have your items returned between 6-14 days into the new storage month, we will refund 25% of your storage fee. Anything over 14 days incurs the full month’s charge.

2. Please note, if you store for less than one month this pricing structure is not applicable.

3. You will need to contact us by email to service@bystored.com 2 weeks from your return date to be entitled to a refund.

Question 10

Can I pay daily or weekly?

Accepted Answer

We only offer our packaged on a rolling monthly contract and can’t unfortunately offer any daily or weekly payment plans.

Question 11

Do you charge anything upfront for storage?

Accepted Answer

1. We do not charge anything up front. We take your first month’s storage subscription fee after your collection has been completed and your items are safely in storage.

2. You can expect each month’s payment to come out on the same date as your

3. If you have booked any additional services, such as a crate delivery, these are all charged at the time of booking.

4. You will see that the amount of your predicted first month storage subscription fee has been reserved from your card that you put on file with us.

5. We do this 48 hours in advance of your collection to ensure that we are able to charge the amount in full once your items have been safely stored in our facility. Should you cancel in the required time, this amount will be released – this is not a refund as it has not been charged.

6. If you have booked any additional services, such as a crate delivery, these are all charged at the time of booking.

7. For any bookings requiring 2 teams/more than 8 man-hours of work, will have a higher pre-authorisation fee applied. This will be discussed and agreed with you by one of our storage consultants

Question 12

Can you do same day collections?

Accepted Answer

1. Generally speaking, we cannot. However, if you have a handful of boxes that would make up a 12sqft unit, you can always give us a call on 020 3637 1234  and we will see what we can do for you.

Question 13

How quickly can I have my items returned to me?

Accepted Answer

1. We are dedicated to providing the best tailored and flexible service to all of our customers. Our return fees are based on demand, so in order to take advantage of our standard prices we would kindly advise you to book as far in advance as possible; we suggest you book your return at least 2 weeks ahead of your requested return date. We are happy to help with shorter notice returns, however please note that prices may be higher and vary according to date and time-slot required.

Question 14

What happens if I need more items to be collected after my collection?

Accepted Answer

1. You can request a second collection via your bySTORED account. We will then work to arrange this for you at a date & time that suits you best.

2. Collections after the initial free collection cost £29.

Question 15

What happens if you arrive at my property and I am not there?

Accepted Answer

1. If you’ve scheduled an appointment and you’re not there, we will wait for 10 minutes and of course try to contact you.

2. If you’re still not there following this, we unfortunately will have to cancel this appointment. We will be in contact with you to rearrange the appointment and the following charges apply:

1. Collections
      Cancellation/Reschedule up until 23.59pm the night before: Free
      Same day cancellation: Full first month subscription fee for 
      booked unit.
      Same day reschedule: £59
 2. Return Deliveries
      Cancellation/Reschedule up until 23.59pm the night before: Free
      Same day cancellation/reschedule: £59
 3. Crate Delivery/Collection
      Cancellation/Reschedule up until 23.59pm the night before: Free
      Same day cancellation/reschedule: £29

3. Any service add-ons, such as packing/dismantling time, unpacking/reassembling time, loading/unloading time and zonal surcharges that may have been charged beforehand are also non-refundable.

Question 16

How long can I keep the STORED crates for after a return?

Accepted Answer

1. You can spend up to 14 days packing the crates. If you don’t arrange a collection in order to return them to us by then, you’ll be charged a fee per crate of ￡25 (including VAT).

Question 17

Am I responsible for arranging a parking spot?

Accepted Answer

1. It is the customer’s responsibility to provide parking for our team. Due to the number of jobs our teams perform each day, we are unable to source parking at your property on your behalf.

2. If we were to receive a parking fine during the time we are at your property we would unfortunately have to pass on any costs to you.

Question 18

Where do you collect from?

Accepted Answer

1. We collect for free from any postcode inside London Zones 1-3! If you live outside of these zones, don’t worry, we will happily organise collection and storage of your items! All you need to do is contact us with your post code and storage requirements and we can build you a package.

Question 19

If I want to use STORED’s packing/dismantling service, do I have to book before my collection?

Accepted Answer

1. Yes, we do need you to book this in prior to your collection taking place. This is to make sure the team arrived prepared with the necessary packing materials and tools.

2. Our packing/dismantling service costs £39 per 30 minutes started.

3. Any service add-ons, such as packing/dismantling time, unpacking/reassembling time, loading/unloading time and zonal surcharges are non-refundable

Question 20

Can I store my items in my own boxes or do I have to use STORED’s crates?

Accepted Answer

You can of course pack your items into your own boxes. Our bySTORED crates are for anyone who needs them but they are not compulsory.

Question 21

How much loading time is included in my collection and what happens if I go over?

Accepted Answer

1. Each unit size comes with a set amount of free loading time
     12sqft – 15 minutes
     15sqft – 15 minutes
     25sqft – 30 minutes
     35sqft – 30 minutes
     50sqft – 30 minutes
     75sqft – 60 minutes
     100sqft – 60 minutes

2. Over 100sqft, speak to one of our storage consultants on 020 3637 1234  and they will be able to help you build a suitable package for your storage needs.

3. If you go over your allocated free loading time, the team will still complete the job for you. However, their time is charged at £39 per 30 minutes started.

4. The best way to avoid the extra charges is to make sure there is parking available as close to your property as possible. You can also try to make sure the items are easily accessible for our team and limit restrict access from your property to the parking area.

5. You can also pre-pay for extra loading time. This costs just £29 per 30 minutes and is non-refundable.

Question 22

How do I book my return?

Accepted Answer

1. The quickest and easiest way to book in the return delivery of your stored items is to login to our website and follow these instructions:

CLICK HERE to go to the login page
   Enter your details. If you do not know your password, please just 
   click to reset.
   Click on ‘Request My Items Back’
   Follow the instructions, choosing which items you want, entering 
   the delivery address details for delivery and picking an available 
   time slot.
   Click ‘Book My Return’ and await confirmation of your delivery

Please note, Saturday returns come with a non-refundable £59 weekend surcharge on top of your standard return fees. Saturday returns are subject to availability and we may need up to 3 weeks’ notice to arrange this for you.

We are happy to return your items to anywhere in Zones 1-3 for the standard return price, but if you need them returned to an address outside of this, additional charges may be required. These extra charges are not included in the price shown on your account when you request your return; however the final price will be included in your return confirmation email.

We are dedicated to providing the best tailored and flexible service to all of our customers. In order to ensure you can get the best possible delivery time-slot at our standard return prices we recommend that you book at least 2 weeks before your chosen delivery date. We are happy to help with shorter notice returns, however please note that prices may be higher and vary according to date and time-slot required.

Please let us know if you have any questions or issues regarding this process.

Question 23

Can I cancel/reschedule my collection or return?

Accepted Answer

1. Yes, you can cancel or re-schedule for free up to 11pm the evening before your collection/return date.

2. If you contact us on the day of your collection/return we do charge for this:
   1. Collections
         Cancellation/Reschedule up until 23.59pm the night before: 
         Free
         Same day cancellation: Full first month subscription fee for 
         booked unit.
         Same day reschedule: £59
   2. Return Deliveries
         Cancellation/Reschedule up until 23.59pm the night before: 
         Free
         Same day cancellation/reschedule: £59
   3. Crate Delivery/Collection
         Cancellation/Reschedule up until 23.59pm the night before: 
         Free
         Same day cancellation/reschedule: £29

3. Any service add-ons, such as packing/dismantling time, unpacking/reassembling time, loading/unloading time and zonal surcharges are non-refundable if a customer cancels on the day of their collection/return.

4. Just give us a call on 020 3637 1234  or email us on service@bystored.com if you need to reschedule or cancel.

Question 24

If I have my items returned back to me mid-way through a storage month, am I charged for the full month?

Accepted Answer

1. We do not offer pro-rata rates. However, if you have your items returned up to 5 days into the new storage month, we will refund you 50% of your monthly storage fee. If you have your items returned between 6-14 days into the new storage month, we will refund 25% of your storage fee. Anything over 14 days incurs the full month’s charge.

2. Please note, if you store for less than one month this pricing structure is not applicable.

Question 25

Do I have to bring everything down to the ground floor for collection?

Accepted Answer

1. Not at all. Our teams will come right up to your door and begin loading the items from wherever you have left them.

2. With returns, our teams will deliver the items straight into your property.

Question 26

What do I need to do on collection/return day?

Accepted Answer

1. If you have a collection/return booked in with us, you need to make sure that yourself or someone you trust is available at the property to let our team in during the agreed time-slot.

2. If we are running late or any reason, our team will always make sure to contact you and keep you updated with the situation.

3. It is also the customer’s responsibility to secure parking near the property for the team on the day.

4. If you are having a collection, the team will present you with a collection sheet. You will need to check the sheet and make sure that all items due for collection have been accounted for and then sign the sheet. Once the sheet has been signed, this is confirmation from yourself that all items that been collected & accounted for.

5. If you are having a return, the team will present you with a return sheet. You will need to check the sheet and make sure that all items due for return have been accounted for and then sign the sheet. Once the sheet has been signed, this is confirmation from yourself that all items that been collected & accounted for.

Question 27

Can you collect & return to any address?

Accepted Answer

1. We can collect & return to any address within London zones 1-3. Outside of zone 3, there are surcharges included on top of your collection and return fee which may vary based on date and time-slot selected:
     Zone 4 surcharge: £30
     Zone 5 surcharge: £50
     Zone 6 surcharge: £70

2. Outside of zone 6, we can quote you for a collection/return based on drive time from our facility to your address.
3. Alternatively, we can arrange for one of our teams to hand over your items to a third-party courier for your standard return fee.

Please note, if we hand over items to a third-party removal 
      company, our liability ends from the moment these items 
      exchange hands.

Please note that extra charges for returns outside London zone 3 are not included in the price shown on your account when you request your return; however the final price will be included in your return confirmation email.

Question 28

Where can I see my inventory?

Accepted Answer

1. Your inventory will be available to view on your STORED account. You can log into this via our website. Please note, it can take our team up to 10-14 days to upload your inventory. If you need your items returned back to you before this time, give us a call on 020 3637 1234 .

Question 29

Can I visit the warehouse?

Accepted Answer

1. Our service does not include access to storage; however, if for particular reasons you do need to come to the facility yourself or want to arrange for a third-party removal company to take your items, we require 2 weeks’ notice to arrange this.

2. We can organise the pick-up from Monday to Friday between 8am and 9am only, for the cost of your standard return fee. *Please note that this is subject to availability of teams and a date needs to be agreed with us before confirming with a third party.

3. You can collect your items from our loading bay.

4. If you wish to request a warehouse pick-up send us an email to service@bystored.com

Question 30

Is there anything I can’t store?

Accepted Answer

We cannot store the following items in our facilities:
   Food/perishables
   Any living creatures
   Explosives, weapons or ammunition
   Any items which emit fumes such as a barbecue
   Any illegal substances or any good which have been illegally 
   obtained
   Any flammable materials, liquids or compressed gasses.
   Jewellery, ivory, watches, stamps, precious stones or precious 
   metals
   Antiques, furs, fine arts or collections of a similar kind, mobile 
   phones, perfumery, tobacco, cigars, cigarettes, beers, wines, spirits 
   and the like
   Money, deeds, bullions, bonds, securities, coins, cash or negotiable 
   instruments and the like (including cheques and any vouchers with 
   a face value)
   Pollutants that are likely to cause contamination, infestation or 
   encourage vermin or other pests or emit fumes, smell or odour
   Electronic items (please see our Terms of Service here for details)

2. These items are forbidden in order to keep yours and other customers items safe as well as our staff members. If we are to find any of these items in storage, they will be removed and disposed of without warning. We also reserve the right to search your remaining items to check for any further forbidden items.

Question 31

Can I share a storage unit with someone else?

Accepted Answer

1. Unfortunately, this is not possible. Each of our units is assigned to a single STORED account and only this person can access the account. Due to this and other security measures in place, we cannot accept shared units.

Question 32

Do I have to sign a contract with you?

Accepted Answer

1. No! After you complete your booking, you will receive an order summary from us which includes the terms of your booking. Your subscription is essentially a rolling contract so you can take your items out of storage whenever you please. Similarly, if you need to extend your period, the storage unit is yours until you book in your full return – so no need to even call up and extend!

Question 33

What are the storage units like?

Accepted Answer

1. All our storage units are kept clean, pest-free & damp-free and come with a padlock. These are basic, empty storage units that do not come with any specialist requirements such as racks, shelving or power supply. All our units are 7 feet in height except for our 9 sqft units which are 3 feet in height and our 12sqft units which are 4 feet in height.

Question 34

Can anyone else have access to my STORED account or book in collections/returns on my behalf?

Accepted Answer

1. Unfortunately, we cannot allow any other persons to access your STORED account or book in collections/returns on the customers behalf unless we have written permission via email from the customer using the email address that we have on file.

Question 35

How do you store my items?

Accepted Answer

1. Our professional removal teams take the upmost care of your belongings, moving these in and out of our van and then handing these over to our warehouse staff.

2. Once they’ve reached the warehouse, they are one-by-one moved into your unit and then entered into our asset management system.

3. Our operations team will then upload your storage inventory to your STORED account which you can view online. We will also send you a storage confirmation so that you know your items are safely in storage.

Question 36

Where do you store my belongings?

Accepted Answer

1. We have facilities across South London including Mitcham, Wandsworth, Battersea & Cheam.

2. These are all purpose-built storage facilities with the following security measures:
    CCTV surveillance monitored by a professional security company.
    Alarms monitored by a professional security company
    Dual security locks on all doors.

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