Frequently Asked Questions
Collection FAQs
When do you deliver the vault?
We deliver 8.30 to 5.30 Monday to Friday, but you don’t need to be at home. You can load the vault whenever works for you, whether that be in the evening or during the weekend.
Where will you park?
We can park on a driveway, in a resident’s bay, in a loading bay or on an unrestricted yellow line.
Can you still deliver a vault if I don’t have a driveway?
Yes. We can park on a driveway, in a resident’s bay, in a loading bay or on an unrestricted yellow line.
How much time do I have to load the vault?
As long as you need. Some people need two days and others only require two hours.
Can you load the vault for me?
Yes we can, we’ll need a bit more notice for this service though. You can book this service when you’re booking the storage online or over the phone.
How do I lock the vault? / Is the vault secure?
The vault is secured by padlock. We can supply padlocks if required, you can order one online with your storage booking. No one else has access to your goods.
What if I need more than one vault?
No problem, we can arrange the delivery of another vault when we come and collect the first vault. To figure out how many vaults you need, please use our storage estimator.
I have my own vehicle, can I deliver to/collect my own things from the storage centre?
Yes you can. There is no charge for this service. We’ll even ensure you can park right next to your vault for convenience.
Storage FAQs
Where is your storage centre located?
Our storage centre is located in Musselburgh, near to the old Roman bridge over the river Esk. We operate in a 25 mile radius of each store location.
How big is a vault?
Each vault is 157cm (5 feet) wide x 242cm (7 feet) deep x 218cm (8 feet) tall. This is 3.3 sq metres (35 square feet) and 8 cubic metres (250 cubic feet). One vault will accommodate about a room and a half of furniture. Our storage estimator will show you how much you can fit in one vault.
Will large pieces of furniture fit in the vault?
Yes. It’s rare an item of furniture won’t fit.
What’s the best way to load a vault?
Start with the large items and pack smaller items around them. Ensure everything is well protected with bubble wrap, boxed up, and packed tightly to the ceiling to benefit from the space available. See our packing tips for further help.
Do I need to tell you how long I need to store for when booking?
No, but a rough idea is helpful so that we can tailor the best offer to your needs.
Can I access my things whilst in storage?
Yes, free of charge. Just contact us the day before and we’ll make sure everything’s ready for you.
What security measures are in place at your storage centres?
Our centre is alarmed and protected by 24 hour CCTV. During working hours it is fully manned.
What am I not allowed to store in the vault?
You can store most things. There are a few exceptions such as BBQ gas and cash. A full list of prohibited items are on our Terms and Conditions on the back of the contract. For general packing guidelines, see our packing do’s and don’ts.
Re-delivery FAQs
How much notice do I have to give you when I need my things back permanently?
As much as possible, ideally more than 24 hours’ notice.
Can you return my things to a different address?
Yes, in fact most of our customers move to a new address after storage.
Do I have to pay for re-delivery?
Yes there is a charge for this service, however, if you want to collect from the storage centre that’s free of charge.
Do you deliver abroad?
We do not deliver abroad ourselves, but can arrange for delivery to a shipping company for onward transit
.General FAQs
How do I get a storage quote?
You can get a quote online or by phoning us at the number shown.
How do I book?
At the moment personal or business storage users will have to fill out a short form, after which we’ll get back to you with a quote. Alternatively you can book over the phone, please see our contact page for details.
Do I need insurance for my stored goods?
There is insurance included in the price. An enhanced level of insurance is optional. You can choose extra insurance when booking online.
Do I need to reserve a storage vault in advance?
It’s preferable but not always essential.
How and when do I pay?
We ask that you pay by monthly standing order. When youfinalise the arrangements online, you will be taken to the bank's secure site to set one up.
How do I order packing materials?
You can order packing kits and boxes by contacting us direct, or when finalising your order.
Do you deliver the packing materials to me?
Yes we can deliver the packing materials to your door. We deliver ourselves locally or use a third party courier if you want them delivered further afield. The delivery is free if you order more than £20 worth of packing supplies and you live within 10 miles of our depot.
What is the minimum/maximum storage period?
We expect a minimum of one month, but shorter periods can be arranged. There is no upper time limit.
How do I cancel my contract?
You can do this by email or telephone.
How safe is my data?
No personal information is held on any customer or potential customer on our systems. You will not therefore be deluged by sales emails as a result of an enquiry .
