FAQs
How does it work?
Whichever option you choose, our aim is to simplify your life. After you confirm your booking, we will arrange to pack and collect your items within 3 to 5 days from your preferred date. On the collection day, our team of professional packers will come to your flat. They will meticulously disassemble your room and transport your boxes to our secure storage unit. With our Pack ‘n’ Store service, we keep your items safe for the duration of the summer and return them to you during Freshers' Week on a pre-arranged date and time. With Pack ‘n’ Post, we organise the delivery of your items to a specified address of your choosing.
How many boxes should I order?
Refer to our size guide for detailed information. On average, customers typically require six boxes, in addition to one or two suitcases. If you're unsure, we recommend ordering more boxes than you think you'll need. Should any boxes remain unused, we will refund the cost of each unused box. Conversely, if you find you haven't ordered enough boxes to pack all your belongings, you will be charged at the advertised rate for any additional boxes required. Please also keep our weight restrictions in mind; having spare boxes can be useful to evenly distribute weight if needed.
Is insurance included with Pack ‘n’ Store?
Insurance is not automatically included with our Pack ‘n’ Store service. However, it can be arranged by selecting the insurance option during the booking process. For more detailed information, please refer to our Insurance Policy. If you have any questions about insurance or wish to request more information, do not hesitate to email us.
Do I need to be in when my items are collected and/or returned?
Yes, it is necessary for you to be at the property when your items are collected or returned. Alternatively, you can arrange for someone else to be present at the property on your behalf. This ensures a smooth process for the collection and return of your items.
Can I post individual boxes with the Pack ‘n’ Post service?
Yes, it is possible to send individual boxes with our Pack ‘n’ Post service. However, since our shipping partner typically handles heavy loads and ships boxes on pallets, sending individual boxes requires a tailored quote. This ensures we can offer you the best possible rate, even for smaller shipments. Rest assured, we strive to provide the most cost-effective options on the market for all shipment sizes. For a personalised quote tailored to your specific needs, please get in touch with us.
Is it possible to Pack ‘n’ Post my bike?
While shipping a bike is not part of our standard services, we understand that special circumstances may arise. If you need to arrange for your bike to be shipped, please do not hesitate to contact us. We’re more than willing to discuss potential arrangements to accommodate your needs.
What are the collection and return dates?
Due to high demand, we aim to pack and collect your items within 3 working days of your chosen date. Although we strive to meet your preferred day, please understand this may not always be possible. Our scheduled return dates fall between the 28th of September and the 11th of October. During checkout, you will have the opportunity to select your preferred return date within this timeframe. Should you require the return of your items earlier than the 28th of September or later than the 11th of October, an early or late delivery fee will apply, as detailed in our Terms and Conditions.
How does the packing process work?
Initially, our team of packing experts will photograph all your items, ensuring a real-time record of what is being packed. Following this, they will meticulously pack your items into the boxes you've selected. These boxes will then be arranged on a standard UK pallet. To ensure additional protection, the stacked pallet will be securely wrapped before being transported to our warehouse. Upon arrival, your items will be covered under our NAWT insurance policy until they are ready for redelivery or postage.
Are there any fees for boxes that are too heavy or overpacked?
Yes, if a box exceeds our weight limit, a fee of up to £10 may be applied at the collection team's discretion. This fee covers the need for additional packaging and handling to ensure your item's safe transport.
For boxes exceeding our specified dimensions, they will be categorised into the next pricing tier. To avoid this, ensure that the box's top is flat, forming a 90-degree angle with the sides, and that the flaps on the top and bottom meet precisely without any part of the box bulging. These requirements are crucial as our standard boxes are stacked in our facility, and we cannot stack boxes that are overpacked.
Is it possible to get my items delivered early?
Should you require an early delivery, please reach out to us via email at least 10 days before your desired return date. We will assess the possibility of accommodating your request. If early delivery is feasible, a small handling fee may apply. This fee covers the additional costs incurred in organising the return of your items ahead of schedule.
Do you deliver on weekends?
Yes, weekend deliveries are available. Please note there is a £65 fee for any deliveries made on weekends.
What if I don't know my return date or address yet?
If you're uncertain about your return date or address, there's no need to worry. When booking, just use your current Durham address. Please ensure you inform us of any updates three weeks before Freshers' Week. Over the summer, we'll contact all students via email to confirm their return dates and addresses. Plus, we're available almost 24/7 through email, Messenger, and WhatsApp to assist with any queries or updates you might have.
What is included in the Pack ‘n’ Store price?
The Pack ‘n’ Store service is comprehensive, covering everything you need from start to finish. The price includes:
All necessary boxes for packing.
A professional packing service for your room.
A storage pallet for your belongings.
Collection of your items and transportation to our warehouse.
Secure storage of your items throughout the entire summer.
Return of your items to your Durham address during Freshers' Week.
Duct tape for sealing your boxes is also provided (upon request). Please be aware that re-delivery is exclusively available within the Durham City area. For addresses outside this area, standard courier charges will apply.
Is it possible to access my things during the summer?
Unfortunately, accessing your items over the summer is not possible due to the logistical setup of our storage facility.
What happens if I am unable to collect my things during Freshers’ Week, or if I forget to collect them?
We understand that sometimes unforeseen circumstances can occur. If you find yourself unable to collect your items during Freshers’ Week, we will do our best to accommodate your needs. Should delivery be required after Freshers’ Week, a fee of £25 will be charged to cover the costs associated with retrieving your items from storage.
Please note, for every five days that your items remain uncollected after the final agreed delivery date, an additional fee of £25 will be incurred. This is to cover the ongoing costs of facility rental, in addition to the initial £25 retrieval fee.
Can I store items other than boxes/suitcases/trunks?
Absolutely. When booking, please choose the option that most closely matches the size of your item. During checkout, you'll have the opportunity to provide specific details about the item. This allows us to accommodate a wide range of items beyond traditional storage options.