Web Analytics FAQ - Room2Spare Ltd

FAQ

BOXES AND SUITCAES

How big are your boxes ?

You can choose from two different sizes -

Standard – 402mm x 402mm x 402mm Volume 64 Litres

Extra Large – 585mm x 420mm x 400mm Volume 98 Litres

 

Which size should I choose?

It always helps to choose the box size that you can completely fill. Remember that each box can safely hold upto 20kg. Please look at our section on “How to Pack a Box”.

How much are the boxes?

All our boxes are included in our price. We will also send you a free roll of parcel tape. Choose however many boxes your require from the two different sizes and we will arrange to have them delivered to you on the day of your choice. Delivery Monday to Friday is FREE. If you want them delivered on a Saturday there will be a small additional charge.

What kind of boxes does Door2DoorStudentStorage supply?

Our boxes are high-quality, heavy-duty boxes made from double-walled, corrugated cardboard. We also give you super-strong packing tape, to keep your stuff extra safe

We would ask that you read through our packing tips to make sure that your belongings will be safe. Our drivers are strong, but they’re not superheroes. To protect their backs, we ask that you stick to a 20kg limit for Standard Boxes and 23kg for Extra Large Boxes. Any boxes exceeding the maximum weight limit of 23kg will incur extra monthly charges of £0.50 Per Kg Per Week.

Can I store my suitcase?

Yes of course you can. We are very flexible. All suitcases must be stored in the appropriate suitcase bag/box which we will send to you FREE OF CHARGE.

The maximum dimensions for a suitcase are 900mm x 760mm x 410mm. The maximum weight for a suitcase must be no more than 23KG. Any suitcases exceeding the maximum weight limit of 23kg will incur extra monthly charges of £0.50 Per Kg Per Week.

We would ask that you read through our packing tips to make sure that your belongings will be safe. Our drivers are strong, but they’re not superheroes. To protect their backs, we ask that you stick to a 23kg limit for each box.

What happens if I miss delivery?

If you miss your scheduled slot, your driver will try again two times. After that, you’ll be charged a re-delivery fee.

Do you deliver on a Saturday?

Yes, but you’ll have to pay a bit extra.

PRICING AND PAYMENT

How does your pricing work?

Our boxes and parcel are free. Just choose the number of boxes you require and we will send them to you with a generous amount of parcel tape to you for no additional charge.

Our minimum storage period is 12 weeks but you can store with us for as long as you require.

If you want to store for more than 4 months please email us for a personalised quotation at students@door2doorstorage.com

For the full terms of our pricing plans, please see our Terms of Service.

How do I pay for my storage?

We have partnered with Stripe to process all payments, enabling us to securely process payments from all major credit and debit cards.

We will then set up a Direct Debit for you.

If your storage time is longer than 12 weeks then the next 4 weeks payment will be debited in advance and will continue on a 4 weekly basis.

If you have any questions please ask us at students@door2doorstorage.com

If I sign up to a particular time period now, what am I committing to?

Your price is calculated according to how much you’re storing and for how long. This means that if you tell us you’re storing for 6 months when you first sign up, you’ll need to pay for that many months, even if your plans change later.

If you do request the return of one or more of your items early, then the payment for the remaining months for those items will be taken in full at the time you check out your return order.

Have a look at our full Terms of Service for the particulars.

If you think you’d like more flexibility, no problem, just go for our upto 6 month Pay-As-You-Store option and we will continue to charge this until you want to have your boxes returned to you.

How much does it cost to have my boxes sent back?

There is NO return delivery cost. This is all included in our “ALL-IN-PRICE”. Saturday deliveries are available at an additional cost.

How should I label my boxes and/or suitcases?

Each of your boxes has a unique bar code that needs to be attached, so that we know which boxes are yours!

We will email a link to you and you’ll just need to print them out and affix them securely with tape. If you don’t have access to a printer for your labels, get in touch with us to work something out at students@door2doorstorage.com

If you’re sending a suitcase, it’s a good idea to add a luggage tag with your details and the best way of sticking on the labels is by sticking them to the handle or anywhere that isn’t fabric. Don’t risk your label falling off, or we won’t be able to find your items.

Is there anything I can’t store?

1. Food, perishable goods unless packed so that they are protected from and do not attract vermin

2. Antiques (breakable and fragile);

3. Items containing or made of glass (including mirrors);

4. Birds, fish, animals or any other living creature

5. Explosives weapons or ammunition

6. Any item which emits fumes, smell or odour

7. Combustible or flammable materials, liquids or compressed gases, including but not limited to, paint, diesel, petrol, oil, gas, artificial fertilizer or cleaning solvents

8. Chemicals, radioactive materials, biological agents

9. Toxic waste, asbestos or other materials of a dangerous nature Any other toxic, flammable or hazardous substance or preparations, classified as such under applicable law

10. Musical instruments in soft cases (hard cases are fine but we cannot insure them)

11. Illegal or stolen goods, drugs, pornographic material or any goods prohibited by the law or regulation of any government or public or local authority or goods that require special licence or government consent for export or import.

12. Money, deeds, securities, coins, cash or negotiable instruments (including cheques and any vouchers with a face value);

Please note that although we do accept some fragile items, including crockery, mugs etc., we cannot insure them. If you are storing fragile items, please make sure they are thoroughly bubble wrapped (multiple layers) and carefully packed to ensure they are safe during transport.

We do accept electrical items, but please note that we cannot insure them unless they are packaged in their original packaging.

We reserve the right to open your boxes if we suspect that the contents are in breach of our Terms of Service.

Is there a weight limit for my boxes or items?

In order to make sure that your things won’t ever get damaged ‐ and out of concern for the backs of the collection and delivery guys ‐ we ask that boxes don’t exceed our maximum weight limit of 20kgs for a Standard Box, 23 Kgs for an Extra Large Box and 23Kgs for a suitcase which is the same weight as the checked baggage allowance at British Airways.

We items greater than this limit will incur a weight surcharge of £0.50 per Kg per week so please do check that your items aren’t too heavy.

COLLECTION

Can I make changes to my collection order?

Yes, of course. If you want to change the number of boxes you’re storing or let us know any specific collection instructions, please email us at students@door2doorstorage.com by 10am the day before your collection. If your collection is on a Monday, then get in touch by 10am the Friday before.

If you decide to change your collection date, please let us know as soon as possible and no later than 10am the day before your intended collection (likewise, get in touch by 10am Friday if it’s happening on the following Monday!)

When can you collect my boxes?

We’ll be with you any time between 7:30am and 6:30pm on the date you request. Due to the volume of boxes delivered and collected by our drivers and delivery partners, we are unable to specify or arrange an exact time that they will arrive with you.

From where can you collect my boxes?

We can collect your boxes from any mainland UK address; be it a residential address, a business address or your student halls of residence.

To ensure a successful collection first time, do make sure you enter your full address and an accurate postcode for where your boxes are. It can also really help if you tell us that your home is in a gated complex and the driver will need to ring your buzzer for access, or if you’re leaving your things with a concierge, or in reception.

Our standard collection includes pick-up from the ground floor.

Will the driver call when they are outside?

Unfortunately we can’t guarantee that you’ll get a call from the driver, so we always try and make sure that we get as much detail as we can to make sure there aren’t any problems that would necessitate a call. To make everything run as smoothly as possible, please tell us any special delivery instructions when you place your order. Get in touch at students@door2doorstorage.com if there is anything that might make your delivery particularly tricky.

Will there be a charge if my collection cannot be made?

So that your collection will be successful first time, please make sure you’ve entered your address accurately, with the correct postcode. Do also let us know any special delivery instructions, such as if you’d like us to pick up your boxes from a particular location, such as a garage, or if you’ve pre-arranged with a reception area to leave your boxes there.

If our driver or delivery partner is unable to collect your items due to insufficient address information or an incorrect postcode, or if you are not at home or not ready when the driver arrives, there will be a charge of £10 to rearrange your collection.

Should our driver or delivery partner be unable to reach you within the collection window, due to unforeseen circumstances, we will rearrange your collection free-of-charge. However, we do find that the vast majority of collections are successful first time.

DELIVERY

Can I have my boxes returned to a different address?

If you’re on the move, that’s not a problem at all. We’ll deliver your boxes to the ground floor of any address you like within mainland UK, be it a residential address, a business address or your student halls of residence. There are only some locations we can’t arrange delivery to, such as airports and train stations. All we need is a residential or commercial address and postcode.

Changing your address is easy just email us ( students@door2doorstorage.com) the details and we will arrange everything for you.

Will the driver call when they are outside?

Unfortunately we can’t guarantee that you’ll get a call from the driver, so we always try and make sure that we get as much detail as we can to make sure there aren’t any problems that would necessitate a call. To make everything run as smoothly as possible, please tell us any special delivery instructions when you place your order. Get in touch at students@door2doorstorage.com if there is anything that might make your delivery particularly tricky.

How quickly can I have my boxes back?

We require one full working day to prepare your box(es) for collection by our courier and these are then delivered to you on a next working day basis.

Please email us at students@door2doorstorage.com to request your boxes to be returned.

If you would like your boxes returned on a Thursday, please request this by 5pm on Monday.

If you would like your boxes returned on a Monday, please request this by 5pm on Wednesday.

Will there be a charge if my delivery cannot be made?

So that your delivery will be successful first time, please make sure you’ve entered your address accurately, with the right postcode. Do also let us know any special delivery instructions, such as if you’d like us to leave your boxes in a safe place or in a garage.

If our driver or delivery partner is unable to deliver your items due to insufficient address information or an incorrect postcode, or if you are not at home when the driver arrives, there will be a charge of £10 to rearrange your delivery.

Should our driver or delivery partner be unable to reach you within the delivery window due to unforeseen circumstances, we will rearrange your delivery free-of-charge. However, we do find that the vast majority of deliveries are successful first time.

INSURANCE

Do you offer insurance on my items?

Yes we do. Every box is covered for up to £100 both in transit and also in our warehouse. We currently do not insure fragile items – glassware, crockery, TVs Musical Instruments, etc. If you are storing fragile items, please make sure they are thoroughly bubble wrapped and carefully packed to ensure they are safe during transport.

If you would like to upgrade your cover please contact us at students@door2doorstorage.com