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FAQ

How does storage unit payment work?

We work on a 4 week billing cycle starting from the date you move in. You will not be charged for storage until the day you move in and subsequent payments will be taken every 4 weeks from the day you move in.

Can I book a storage unit over the phone?

Sure! Our friendly customer services team are here if you would rather book over the phone and to answer any questions you may have. Call us on: 07555 459007 Our booking line is open Mon-Fri, 9 am – 6 pm and Sat, 10 am – 4 pm.

Are there any hidden fees?

No, all fees are clearly listed within the booking process on the website and email so you can book with confidence. There are only 3 charges: Cost of storing your belongings – billed every 4 weeks from the day you move in A collection fee depending on your location, floor number and availability of lift A delivery fee depending on your location, floor number and availability of lift Contents coverage charged depending of the value of your contents. The Storage Unit cost and Contents Coverage fee is combined into one payment and is the amount you will be charged every 4 weeks after your initial payment.

What happens after I make a reservation or book online?

If you make a reservation, we will get in touch with you during our office opening hours to confirm it. We will send you a payment link on the day of collection. The payment must be registered no later than the two day after your move-in date. Before your move-in date, we will send you an email with your booking details.

How much notice do I need to give if I want to move out?

We want you to have flexibility. With Smartroom, there is no notice period. Simply WhatsApp, email or call us and let us know when you intend to move out. You can stay with us for the whole period you have already paid for. We will not refund you for the period you have already paid for.

What is the minimum and maximum rental period?

The minimum rental period is 2 weeks. If you need storage for a shorter period than 4 weeks please get in touch with our customer service team. There is no limit to how long you can rent a storage unit.

Do you offer discounts for long term storage?

Customers who select 26 or 52 weeks agreement will automatically qualify for a commitment discount of 10% and 15% respectively. A new invoice is issued every 4 weeks. If you have opted for a specific long-term agreement and choose to vacate early, we will charge you for the discount you have already been given.

Can I change the size of my unit if my storage needs changing?

Absolutely, we understand that storage needs can change over time and that’s why we offer flexible contracts allowing customers to grow or shrink their storage requirements as necessary. A phone call or email is all that’s required to enable a transfer.

Is it safe to store my belongings in a storage container?

Our warehouse is only two years old. We have customers who store water sensitive items such as electronics and furniture with no problems, and in some cases for years. Our system controls temperature, condensation, ventilations and security system using renewable energy from solar panels on our roof. Temperature in our warehouse never goes beyond 19°C and above 23°C. Our warehouse is in gated area with the reliable alarm system and security patrol using CCTV and facial recognition cameras.

Do I need insurance?

It is your responsibility to let us know if you need insurance for your belongings in your storage. We offer content coverage for as little as £1.99/week, for £2,000 worth of cover. It is easy to upgrade your coverage. Get in touch with us to make sure you have the right coverage for your values. Below are few examples: £5k cover for £4.99/week £10k cover for £6.99/week Our full insurance policy can be found here, in our https://smartroom.co.uk/terms-conditions/ Our policy provides cover for loss or damage from the following perils to your storage contents and/or personal possessions: Fire, Lightning, Explosion and Earthquake Smoke Theft or Attempted Theft Riot, Civil Commotion, labour disputes or political disturbance Storm or Flood Vandalism or Malicious Acts Collision – Aircraft, Vehicles or Animals Escape of Water or Oil. Burst pipes Sprinkler damage Insect, Moth and vermin Stock - (Silver and Gold Only) Cover in transit - (Silver and Gold Only) Subsidence, collapse or partial collapse of building

Where can I view your Terms and Conditions?

Our full terms and conditions can be viewed online https://smartroom.co.uk/terms-conditions/

Can businesses use this service?

Yes, and we find that our services are perfectly matched to all business needs: convenient, competitively priced and stress free. We can help you to to store spare stock, marketing materials or documents. We also offer fulfilment services for online retailers and brands. If you’re selling online and need to get your products to customers without any hassle, we can help. We’ll pack your orders and ship them to your customers. Our team will be happy to move your company to a new office. If you have any specific business requirements, please feel free to contact us.

How much space do I need?

Smartroom is flexible—you can always add and remove items/boxes, and you’ll only pay for what you store. To give you an accurate rate, we’ll help you estimate how many boxes you need while you’re getting your quote. You can share the photos of your items for a better estimate. If on the day of your appointment, you use less or more space than originally quoted for, we’ll let you know and adjust your monthly rate accordingly.

How do I know how many boxes I need?

Our Large boxes are 54cm x 45cm x 45cm. We only charge you for the boxes you use. So if you are unsure, go ahead and order additional boxes as you will only be charged for the boxes you store. You can take your best guess, as you can add and remove boxes and other items as often as you like 2 days before your order date. Once you’ve made a change, your price plan will be updated accordingly.

What size are the boxes?

Our “ Large boxes” are 54cm x 45cm x 45cm. We use the following box standards: Small - combined width, height and length up to 110cm. Medium - combined width, height and length between 110 and 130cm. Large - combined width, height and length between 130 and 150cm. Please ensure that you provide the correct box sizes. We’ll change your pricing plan to the correct rate if you send in boxes that are larger than the category you selected.

Are there any items you won’t store?

We’ll store just about anything. We’re storage experts, so we store your items with the care and ensure they can be stored for a long period of time. To ensure the safety of your items, we do not store: Food and perishable goods including sauces (e.g. soy sauce and ketchup); Birds, fish, animals or any other living creature; Explosives, weapons or ammunition; Any item which emits fumes, smell or odour; Any illegal substances or goods illegally obtained; Combustible or flammable materials, liquids or compressed gases, including but not limited to: paint, diesel, petrol, oil, gas, alcohol, artificial fertiliser or cleaning solvents; Chemicals, radioactive materials, biological agents; 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. We do pack electrical stuff, but please note that we don’t provide compensation coverage for them in the event of damage or loss. Any actively powered electrical appliances or devices, or items containing batteries Musical instruments, sports goods and equipment not packed into a suitable travel case A £20 handling charge applies for any suitcases, holdalls, luggage, and sports bags we receive that aren’t inside a box. Plastic bags, plastic boxes, bin bags, canvas bags and laundry bags should be packed inside cardboard boxes for our storage.

Can I return my boxes?

Yes. There is space on the any side of the box to write your name, order number (e.g.3087) and box count (e.g. Box 1 of 4, 1/4, 2/4, 3/4, 4/4 etc.). Adding this information is essentially if you require individual boxes to be returned. In addition, you should itemise each box (e.g. Box 1 kitchen utensils, Box 2 college books, Box 3 summer clothing etc.) and store this information safely. If you want a single box returned early, this list will help you specify which box number you need returned. On arrival at our storage facility we apply a barcode to each box. This barcode is linked to the box number you have written on it. When you want a box returned just tell us the order and box number.

Do you store furniture, bikes and suitcases?

Yes, our sales representative will be able to answer all the questions regarding the storage of your items.

Will the movers help me disassemble the furniture?

If you need help in parsing furniture, then indicate this in the questionnaire after placing an order or notify the sales manager. We will disassemble furniture and kitchens in large blocks for easy removal and transportation for an extra charge.

Do you store clothes?

Yes, we can help you to gently pack your clothes and store them at our warehouse. We use 15 types of professional packaging.

Can I add more items to storage?

Of course! You can schedule a pickup whenever you want to add items to storage. Pickups are starting from £9 per item/box, depending on your location for the pick up.

Are there weight limits on my storage?

No, you are welcome to store as much as you need. However, 25kg is the maximum weight per box that our courier team can safely collect. 25 kg is the same weight as the checked baggage allowance for most major airlines. If you’ve heavier or larger items we may still be able to help. Select the appropriate item type in “Other Items” and where necessary include a description of the item including its weight and size. It’s important that you attach the right labels to each of your boxes and other items, so that we can track them at all times. Please note that unlabelled boxes and other items may not be collected if you packed yourself.

Can I store more than a box?

Yes, we store a range of larger items, many are already approved within our order process. Larger items not listed need pre-approval and must not weigh more than 25kg. During the online order process, you can check non pre-approved items with us. A guitar should be packed into a guitar case and surfboard into a travel bag.

Can Smartroom donate or discard items if I don’t want them back?

Smartroom can donate items on your behalf or alternatively we provide waste removal services. Please discuss this further with your sales manager.

How is our packing & storage services work?

Movers will come to you on the appointed day and time, pack your things, load them into a car and take them to the warehouse.

How to prepare things for collection?

We've put together some tips to help you prepare for your movers visit. Disassemble the furniture. If you can, we recommend disassembling the furniture prior to the arrival of the movers: this will help reduce your costs of their work. If you want us to disassemble the furniture ourselves, please inform your sales manager. Order boxes in advance Group things by topic For example, pack your skis, ski boots and winter clothing together so that you can easily order a return of your essentials when the next ski season starts. If you plan to ship your items internationally, we recommend to focus more on the weight, thus mixing different items to ensure you are within weight limit. Pack tightly Fill the void between the items with newspapers, paper filler, etc. so that your items take up less space and do not get damaged during transportation.

What is Smartroom Storage?

Smartroom Storage is a valet storage service. We pick up, store and return your belongings within London. Our service is customisable, with several storage options to meet your specific needs. We provide box storage and bulky item storage all at an affordable price. Choose between budget-friendly options, where you do more yourself, and Premium Service which includes additional help from Smartroom’s professional movers. We can also pick up additional items if you’d like to add to storage.

What is Valet Storage?

Valet storage, also known as ‘on demand storage’ or ‘full service storage’ is a white glove approach to storage. All you have to do is pack your belongings and we do the rest. Sit back, relax and enjoy your room! We can also help to pack and unpack your items. What is the difference between valet storage and self storage? The biggest difference between valet storage and self storage is the cost and convenience. When using self storage you are required to do everything yourself: buy boxes, rent a truck, sit in traffic (no thank you!) and physically load up the unit yourself. With valet storage we come right to your door to pick up your boxes or items when you’re ready and then store them in our secure, climate-controlled facility.

Who uses Smartroom Storage?

Our Storage is a storage solution for everyone. The most common users of our service are: Small apartment owners who want their space back Londoners downsizing their living arrangements Seasonal wardrobe storage Students Sport enthusiasts Professional Organisers, interior designers & fashionistas Landlords, Property Managers & Realtors Businesses such as retail stores, condominium complexes, medial and legal firms…etc Box storage is the ideal solution for students, home movers and small businesses that don’t have the time or means to visit a storage facility to deliver or collect their belongings. For small businesses box storage can help you manage your inventory. Use our services to draw down on stock you store with us. You tell us what you need and when and we will deliver it straight to your shop. We can also act as your showroom if you sell large goods in the UK. We can showcase your products to your potential customers and deliver goods to them.

How does Smartroom Storage work?

We make self-storage easier by bringing the storage unit to you. Schedule an appointment, you pack your items or we happily do it for you and upload pictures to your chat with your sales manager. When you’re ready, we come by to pick them up and store them in our facility.

What features do your warehouses have?

Our warehouse are clean and have 24/7 security. Only trained warehouse staff can access the facilities, so your items are in good hands.

How do you pack?

We use 15 types of professional packaging: small items boxes, wardrobe boxes with clothes hangers, blankets and stretch films for furniture, soft profiles for items with corners, paper fillers, air bubble wrap and foam rubber for fragile items. We bring it with us and select it depending on the subject - free of charge. In addition, all boxes are sealed with sealing tape to ensure they are safe and unopened.

Do you offer packing for students?

Yes, we always happy to help students with anything they need while they are back at home. To find out more information about our student package, please view the student package.

What won’t we pack?

We’ll pack just about anything. We’re packing experts, so we pack your items with the care and ensure they can be stored for a long period of time. To ensure the safety of your items, we will not pack: Food and perishable goods including sauces (e.g. soy sauce and ketchup); Birds, fish, animals or any other living creature; Explosives, weapons or ammunition; Any item which emits fumes, smell or odour; Any illegal substances or goods illegally obtained; Combustible or flammable materials, liquids or compressed gases, including but not limited to: paint, diesel, petrol, oil, gas, alcohol, artificial fertiliser or cleaning solvents; Chemicals, radioactive materials, biological agents; 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. We do pack electrical stuff, but please note that we don’t provide compensation coverage for them in the event of damage or loss. Any actively powered electrical appliances or devices, or items containing batteries Musical instruments, sports goods and equipment not packed into a suitable travel case A £20 handling charge applies for any suitcases, holdalls, luggage, and sports bags we receive that aren’t inside a box. Plastic bags, plastic boxes, bin bags, canvas bags and laundry bags should be packed inside cardboard boxes for our storage.

Do I need to pack before the movers arrive?

Not necessary! You don't have to worry about packaging. Movers will bring packing materials, photograph and pack the items. If you want to collect things in the box in advance, then tell your sales manager who will contact you after placing the order. We will bring you free boxes on the day of packing.

Who is responsible for packing fragile items?

We recommend that you entrust the packaging of fragile items to movers. We will pack the vases and mirrors in special cardboard and bubble wrap, bottles, dishes, chandeliers, New Year's toys and musical instruments will be additionally covered with paper filler. This way we can guarantee the correct and safe transport of the goods. If you pack things yourself, then you are responsible for the correctness of the packaging. We will be happy to check the correct packaging of fragile items and repack them for an extra fee, if necessary.

Can I use my own storage boxes?

Yes, please let your sales manager know the dimensions of your box. Please don’t risk damage to your stuff by using any old box. Never use boxes, like crisp boxes, which were originally intended for another purpose.

What if I have an item that doesn’t fit in the box?

This item would be considered a bulky item and charged at £15/month. Examples of bulky items are bicycles, skis, suitcases, instruments etc. However, for some international shipping, there are limitations on the maximum size of the boxes depending on the destination. Please check the dimensions with us.

What if I don’t know how many empty boxes I will need to pack my stuff?

You will only be charged for the number of boxes or larger items that you have stored with us.

Will I need packing materials to pack my boxes?

Yes, you will need packaging materials to securely pack your items e.g., bubble wrap and packing tape. These can be ordered online.

Will you need to open my boxes?

We want your stuff to be safe. We’ll only open your box under exceptional circumstances. The only reasons we would need to open your box are if we: Suspected damage to your items, or other customers’ items Suspected risk to our staff or premises Suspected there was something stored that is prohibited Suspected breach of our Terms and Conditions. We may also open your box to repack it if there’s excess weight or inappropriate packing, or if you used your own boxes and they come apart on their way to our storage facility. We’ll always tell you if we’ve had to open or repack your boxes for any of these reasons.

Can I have a list of items and boxes that I have stored with you?

Yes, we can provide you a list of the unique reference numbers for your boxes. These references can be matched with the itemised list you created when packing each box. We can make a list of your items, if you’re unsure what you have inside each box. Checks that don’t require your box to be opened, such as checking the precise size of a box or other item, cost £3 per box and other item. All other checks cost £5 per box and other item. If you need us to create an inventory of your stuff, contact your sales manager. Please note, it may take up to 3 days for your request to be completed.

How will I know if my belongings are secure?

Our storage facility has state of the art security and does not require the use of locks for your items. Only trained warehouse staff can access the facilities, so your items are in good hands.

How do deliveries work?

You can let your sales manager know what boxes or items you want returned and when. You’ll have the option to choose between a Doorstep or Scheduled delivery. With our Doorstep delivery service, we’ll drop your items on the chosen day. Choose our Scheduled delivery service if you prefer to have your items moved to any room or floor during your selected arrival window. Deliveries are as low as £9 per item/box.

Can I get my belongings delivered to a different address?

Yes. Just update your address with your sales manager to where you need the items sent back to and we’ll deliver them to the updated address. If you want them to be delivered to another person, please let us know. For the delivery, make sure they have a photo ID on them so that we can ensure that your belongings are being delivered to the correct person.

What happens if I cancel or change a pick-up/delivery or if I am not available to receive it?

If you reschedule or cancel a pick-up/delivery after 12:00pm the day before your scheduled appointment, you will be charged a £20 fee. We highly recommend to contact us as soon as possible to avoid any additional fees.

What if I only want a few items from my unit? Do you charge a partial moving rate?

Yes, can request the return of a single box or item. Please contact your sales manager, select the box / item to be returned and choose a date for the item to be returned. If you only want a few items back we charge a retrieval fee. Your sales manager will let you know the fee depending on the volume of items you need to return and number of movers needed for a job.

What are your pick up and delivery days/times?

We operate Monday – Friday from 8am to 8pm and Saturday, Sunday 9am-6pm. However, if you have a unique case and require a pick-up/delivery outside of these hours please reach out to your sales manager and we will try to accommodate this request.

What happens if someone is not there for a delivery/collection?

When an appointment is created, it is your responsibility to ensure that someone is present at the address you provided to meet our driver for the deliver/collection. If someone fails to receive the delivery, it will be considered a failed delivery and be subject to a charge of £50. If your driver or packer is required to wait for more than 10 minutes for any reason, the cost of the staffs’ time will be passed to you. If you are not at the delivery / collection address at the time agreed, we will be unable to pick-up / drop off your boxes and will need to arrange a new time. This new delivery / collection time will be charged at £25. If your driver is unable to deliver your stuff due to insufficient address information or an incorrect postcode, or if you’re not at home to sign for your delivery when your driver arrives, your stuff will be delivered safely back to our storage facility. You’ll need to order another delivery and will be charged again for delivery. Do also let us know any special delivery instructions that could help us locate your address. If you’ve asked us to deliver your stuff to reception, be sure to get their permission beforehand and ensure that there’ll be someone available to sign for your stuff.

Can Smartroom collect/return items when I am not home?

Yes! If you select a “Doorstep delivery”, our team can leave your items on your doorstep, or with your sales manager. Alternatively, please let know your sales manager you want to organise a move in remotely. Our team will video call on the job day and you will be able to monitor the process and let us know which items we should pack.

What if I need to reschedule my delivery/collection?

Just let us know before 12 pm the working day before your delivery. Your sales manager will be happy to re-arrange your delivery. If you reschedule or cancel your deliver after 12pm the working day before, there’ll be a £20 charge. On our standard delivery service your driver will be with you any time between 7am and 7pm on the date you request. We’ll send you a confirmation email the day before delivery, which will include either an estimated delivery time or additional information on how to track your delivery.

How do I get my boxes returned to me?

To book the date your boxes are returned please contact your sales manager and schedule your preferred date. Our standard cut-off is 3.00pm, 5 days before you would like your boxes delivered to you. That means you need to arrange a Wednesday delivery on Thursday, Friday delivery on Saturday/Sunday/Monday and a Tuesday delivery on Wednesday. The easiest way to do this is by messaging your sales manager on WhatsApp or email to notify us of your request. On our standard delivery service your driver will be with you any time between 7am and 7pm on the date you request. We’ll send you a confirmation email the day before delivery, which will include either an estimated delivery time or additional information on how to track your delivery.

What happens if I want to pick up my belongings before the end of the minimum period?

You can get your belongings back at any time. We will write off the payment for the remaining time and save space for you until the end of the paid period. You can ask for your boxes back at any time during the month. If you signed up to a Longer Term Price Plan for your storage, then you’ll pay the same amount each month until the end of the plan.  The longer you commit to store with us, the greater the discount. We’ll recalculate your price plan and ensure you are only paying for the time you stored with us. This may mean you then lose out on your original savings from the lower rates.

Will the courier driver call me when they deliver/collect?

Yes, the courier driver will call or message you when they are 15 minutes away from the collection address. Please ensure you have provided your UK phone number so we can contact you.

Can I have my boxes delivered to a different address?

Of course! Please update your delivery address with your sales manager 24 hours before the delivery date as the latest.

How quickly can I have access to my items in storage?

Please contact your sales manager. We always aim to return your items as soon as possible.

Do you collect on weekends?

Yes, if you are within our service area we can collect on Saturdays or Sundays.

Can I get my stuff delivered to another country?

Yes! We can ship your items overseas. If you need us to weigh or measure your boxes or make a list of your items before shipping we can do that for an extra charge.

Is there anything I can’t ship?

To ensure the safety of your items, we do not store: Liquids Food and perishable goods including sauces (e.g. soy sauce and ketchup); Birds, fish, animals or any other living creature; Explosives, weapons or ammunition; Any item which emits fumes, smell or odour; Any illegal substances or goods illegally obtained; Combustible or flammable materials, liquids or compressed gases, including but not limited to: paint, diesel, petrol, oil, gas, alcohol, artificial fertiliser or cleaning solvents; Chemicals, radioactive materials, biological agents; 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. We do pack electrical stuff, but please note that we don’t provide compensation coverage for them in the event of damage or loss. Any actively powered electrical appliances or devices, or items containing batteries

How is the tariff calculated?

We will measure the dimensions of your items on site and calculate the area is square feet. We measure the dimensions of things of complex shape, such as a sofa, armchair or chair, by the size of the rectangle described around them. Your sales manager will immediately inform you of the final rate, and you can confirm it or change the amount of items.

What will be included in my first bill?

Your first bill will include your first month of storage and any applicable fees to move into storage. This will be charged on the day you move into storage.

What about the “hidden” fees?

If a box is more than 25kg, we will charge you £40 on collection and £40 on delivery. We do this to make sure that your stuff is safe ‐ the contents of heavy boxes are more likely to get damaged during removal. We also want to make sure our collection and delivery teams are safe.

What price will I pay after my price plan ends?

Once your storage contract is close to the end date, we will notify you in advance. We will keep looking after your items and continue to charge you monthly. If you had a discount, we will apply the same rate to the rest of the next 3 months. After, we will charge you the undercounted price until you make a new contract with us. Depending on your plans, we will provide you with a new discount.

How does your pricing work?

Our storage is both great value and convenient.  That’s because we charge by-the-box or item, meaning you only pay for what you store each month. Smartroom storage gets cheaper the more you store, and the longer you store for. There is a cost to have your items delivered back to you. We charge a simple monthly fee of £5.50 per box and larger items are charged a little more. Pay upfront and store for 26 weeks to get 10% discount and 52 weeks for 15% discount off the standard monthly box storage price.

How do I pay for my storage?

We accept Visa and MasterCard. You’ll pay for the first month of collection up-front when you place your order and then after your stuff has been with us for a month, we’ll take the next monthly payment from the same card. Our fees are based on weekly basis, but we charge per 4 weeks.

What happens to my items if I am late making a payment?

Please let your sales manager know as soon as possible that you might be late with your payment. If you do not reach out to us, you will be charged a penalty fee of £10 for late or missed payments.In extreme cases, if you have not paid we will not return your belongings or take further action until your account balance is settled.

What are the minimum requirements to make an order?

We only require our customers to store for a minimum value of £30 per month this can be a combination of boxes or bulky items. Additionally you can have less boxes or items, but you will still be charged at least £30 per month.

What is the cancellation policy?

If you want to cancel your service you must do so within the first two weeks of your billing cycle. Any cancellations exceeding this, will result in a charge for the following month.

Can I tip the movers?

Tipping for movers is up to you. Cash tips are gladly accepted.

Do I have to pay for packaging?

No, the packaging is free, if you select one of our packing packages.

Do you charge extra charge once the package was selected?

Our sales manager will ensure we plan your packing and removal process as accurate as possible. In case you have unexpectedly more items, we will charge £20-40 per box for packing services. We always ready for unexpected situations, but extra work requires more working hours of our packers and packing materials used.

Do Smartroom movers wear masks and gloves?

Yes. Our movers wear both masks and gloves during all appointments to keep both our customers and our team members safe. If required, our members can wear a brand new socks for an additional fee.

What are you doing to protect customers and staff?

Rigorous cleaning and disinfection routines have been put into place in our stores and with our courier delivery drivers.

Are you still open?

Yes, we are still open, but we may need to amend our operating hours for health and safety reasons. Please contact us if you need further assistance.

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