Frequently Asked Questions

The most important details we typically ask are:

• The pickup and delivery addresses
• Parking conditions
• Are there any stairs or lifts involved
• How close to the main entrance our moving truck can park
• Moving date
• Any time restrictions on the moving date
• Services you require
• Any specific items that will need a special attention
• Full list of items or if we can arrange a survey to establish the volume

Yes, we do provide a fixed priced quotes only after an on-site or video survey. If we are not able to conduct a survey, we offer hourly rate based quotes.

You should receive your quote within 24 hours. If you don`t see our quote, check the spam folder first and if it is not there, do contact us and we will re-send it.

No, we don’t charge extra just for stairs. If your move involves many stairs, we may send more movers or let you know that it could take longer, which may affect the cost. However, the final price is based only on the time and number of movers needed to complete the job.

It depends on how big your property is, but roughly it takes around 15-20 minutes. Our surveyor will be able to answer all questions related to your move.

During the survey, you should provide details about the size of your property, the number of rooms, and a list of items that need to be moved, including any large or fragile items like pianos, antiques, or glass furniture. It’s important to mention access conditions, such as staircases, elevators, parking restrictions, or narrow hallways, as these factors can impact the moving process. Additionally, let the surveyor know if you require extra services like packing, dismantling and reassembling furniture, or temporary storage, so they can give you an accurate quote and plan accordingly.

We require 25% deposit to be paid upfront to secure the moving dates. Once the deposit is paid we will send you a receipt and confirm the booking.

Yes, we will send you our acceptance form which will include all important information like addresses, packing/moving/delivery dates and times, financial agreements and services we will deliver.

Just after the financial part there will be very important section you need to read, sign and send back to us. For your convenience we have an online version which is equally acceptable and need to be signed you understand our Terms & Conditions and you agree with the services we have to provide and the money you have to pay.

Online acceptance confirmation link: Click here

Yes, you can add extra services. We will ammend and re-send our acceptance at no extra costs.

Yes, you can cancel your move anytime. Depending on how short notice you will give us, cancellation fees might apply. For more information chech our T&Cs.

Yes, we can deliver the agreed packing materials in advance. We require the packing materials costs to be paid upfront, before we arrange a suitable day and time for delivery.

Yes, customers are responsible for arranging parking unless they request our help with parking suspension or dispensation.

Each van needs at least two parking spaces, while lorries require three. Even for moves within the same building, parking is necessary as our movers travel in the removal vans. If you’re unsure how many spaces to secure, just call or email us for guidance.

To prepare your fridge for moving, it must be completely emptied, turned off, and ideally defrosted at least 24 hours before moving day. This helps prevent leaks and ensures safe transportation.

For washing machines, we offer disconnection and reconnection for most types, but if the setup is complicated or there’s a risk of leaks, we recommend calling a plumber. The safest way to transport a washing machine is by using the original transit bolts, if you still have them, to secure the drum and prevent damage.

Yes, we require minimum 2 parking spaces, as our packing team will come with a van which is required to transport all packing materials and team members.

We offer the full range of packing materials required like boxes, packing paper, tape, bubble wrap and plastic crates. We have no problem using your boxes and materials, but they need to be up to the removal standards as we risk getting the items inside being damaged.

Yes, we offer full or partial unpacking, but only if we did the packing. Our team will open the boxes and place your items on surfaces like beds, tables, or countertops. For example, clothes will be laid on the bed or dresser, and kitchen items will be placed on the counter or table. After unpacking, we clean up all the packing materials. However, we do not arrange items inside cupboards or drawers.

It depends on our agreement or if our packing team sees that space is limited and needs to load some boxes to make room for the rest. We also pack and load at the same time for long-distance moves.

Yes, we do label all boxes based on the room our packers are currently in. They could also add extra labels like ”fragile or ”sharp objects inside”.

We require the customer or customer`s representative to give us access to the property and during the initial survey of the team leader before they start loading. We also require someone to inspect and lock the property after our moving crew finish with the loading.

In regards to the new property, the customer or a customer representative will need to give us access and instructions where the items will go. Also an inspection must be done before our movers leave.

You do not need to be present throughout the whole day- mainly the start and the end.

Most of our customers settle the remaining balance when our movers arrive in the morning. Please note that the full payment must be completed before we begin unloading at your new home. We accept bank transfers, debit card payments over the phone, or cash, but we do not accept credit cards or checks. accepted.

We can protect both pickup and delivery properties by using various floor protection materials.

The floor protection is optional service and the cost will vary depending the how many rooms and areas we need to cover and how many metres floor protection covers we need to use.

It is best to speak with one of our sales representatives, so we can give you a price and advice.

If you furniture doesn`t fit and it is possible to be distmantled, our moving team can dismantle it per your request. The team leader can assess and give a rough guide about how long they will need to do it and depending on the time required we might charge extra.

If your furniture cannot be dismantled, there are a few possible options:

a) leave it outside

b) return back to the old property or deliver to anothe propery ( additional fee might be applied depending on time and distance )

c) take the item for diposal ( additional fee might be applied )

d) take it to our storage until you decide what to do with the item ( extra storage and delivery fees will apply )

No, for safety and insurance reasons, we do not allow customers to ride in the moving van.

If we can’t access your new property, we can provide short-term or overnight storage, depending on availability. The cost will depend on the storage size needed and how long we keep your belongings.

Please note that if we need to place your items in storage, there will be an additional charge for the extra unloading and loading, which is usually similar to the original removal cost, excluding fuel and extra services like packing or dismantling.

We can collect the used removal boxes ( only ) if you are within 10 miles from our main office address or if we have a prior agreement for collection. The collection is typically free of charge, but longer travel collections might incure a small charge.

Yes, we offer home and office disposal services. To get accurate costs estimates, feel free to contact us. You can check our furniture removal service page for more information.

If you notice any damage after your move, please let us know in writing as soon as possible, ideally on the same day or within seven days of delivery. We take every precaution to handle your belongings with care, but if damage occurs, we will assess the situation and determine the best course of action based on our liability terms. To help speed up the process, provide photos of the damage along with a brief description, and our team will work with you to find a fair resolution.

Refunds for unused services depend on the timing of your cancellation and our agreement. If you cancel more than 10 working days before your move, no charge applies, but if you cancel within 5 to 10 working days, up to 30% of the removal charge may be deducted, and for cancellations within 5 days, up to 60% may apply.

If a service was not provided due to reasons beyond our control, such as lack of access or customer unavailability, refunds may not be possible. However, if you believe a refund is due, contact us with details, and we will review your request in line with our terms.