FREQUENTLY ASKED QUESTIONS

WE PICK UP, WE STORE, WE DELIVER FROM JUST £6.90 A MONTH

Spaceways FAQs

1. GENERAL

Affordable Storage By-The-Box has never been so easy! Follow our simple steps: Schedule. Pack. Store. Return.

Step 1. Schedule. book online and tell us how many boxes you need. We'll deliver the empty boxes to your home, student accommodation or office, for free. You will receive an email confirming your booking.

Step 2. Pack. Pack your boxes and gather the bulky items you want to store. There is no hurry! If you have chosen not to opt for immediate collection you can take up to 2 weeks to pack your personal items into your boxes. Just make sure you confirm your most convenient pick-up date in advance by accessing your free online account. 

Step 3. Store. Our professionally trained drivers will collect your boxes on your scheduled collection date and will take care of their transportation to our bespoke, purpose-built warehouse, taking the worry out of keeping your belongings safe whilst in storage.

Step 4. Return. When you are ready to get your stuff back, log in to your online account to view what you have stored and choose the items or boxes you want to be returned. We will deliver them back to you to any location within the UK from Monday to Saturday within 48 hours (subject to availability).

 

SpaceWays currently serve all of south England for both individuals and business clients, however we are able to collect and deliver to anywhere in the UK.

Please be aware that we provide a free collection service only for clients within the M25 & Surrey. If you're located outside the M25 & Surrey area, we can still help you but please get in touch with our Customer Service team on 0203 095 2035 or send us an email with the details of your request to contact@spaceways.co.uk (*a small surcharge for collections and deliveries may be applied).

Our customer service centre is open Monday to Friday from 9:00am to 5:30pm. Saturday from 9.00am to 3.00pm.

Yes, we operate our collection and delivery service Monday - Saturday.

If you have ordered under 4 boxes you will not be given an option for us to come back and collect your boxes, our driver will wait 20 minutes for you to pack. Due to our service being so popular we have a strict 20 minute wait rule which cannot be extended. If you would rather we come back another day simply order 5 or more boxes, we will only charge you for the boxes you pack

Delivery of our reusable boxes for you to pack them is free and the boxes themselves are also free. 

Collection of your boxes and oversized items is free if you book in advance. If you require the boxes and items collected within 14 days of the booking date you will be charged a early collection fee of £15.00.

If you require your boxes to be collected from the roadside this is free of charge, collection from your doorstep is an additional £30.

The cost to store one of our reusable boxes is £6.90 per month. To store an oversized item like a suitcase, golf clubs or your own boxes is £12.00 per month.

Redelivery of your items is £6.00 per item to any postcode within our service area. If you require your items delivered to a different address within the UK please call us on 0800 1126 2421.

2. BOXES

SpaceWays provide strong, reusable and recyclable cardboard boxes. They are extremely easy to assemble and we will provide free tape so you can make sure they are secure. After you're finished with them, they are yours to keep!

Our boxes have a capacity of 67 litres. The dimensions are 35cm W x 55cm L x 35cm H. Since it isn’t always easy to estimate the number of boxes needed, simply order a few more. We will only charge you for the boxes you actually use and take the empty unused ones away.

When your boxes are delivered we will provide free tape so you can seal the boxes once they are packed.

We strongly recommend you use our boxes which are free to use for SpaceWays customers. However, if you have already packed or wish to your use your own boxes this is fine. Please be aware that storing your own boxes will cost you £12.00 per month instead of £6.90 per month.

We kindly ask you to limit each box to a maximum of 20kg. Our boxes have a 61-litre capacity, so if you were to pack them with books, they'd get pretty heavy. Splitting your heavy and light items evenly over the boxes is what we suggest. This will also help when carrying them to our vehicle and when our staff are handling the boxes back at our warehouse.

There’s no need to try and fit everything into one box as we can supply you with as many as you need. Distribute the weight evenly with heavier items spread throughout the box to prevent any damages/accidents and to avoid health issues to our drivers. For your convenience, we also suggest to group items you may need to be returned together at a similar time into the same boxes.

Yes! Our boxes are reusable and recyclable and they are yours to keep.  

Every day our operations team works hard to make sure our drivers complete all jobs booked on that day. However, please understand that external circumstances out of our control like traffic or poor weather conditions might affect your bookingl. We will promptly get in touch with you if poor driving conditions or any other event influence your storage delivery or collection date or if rescheduling is required.

3. STORAGE

You can store pretty much anything as long as it’s not illegal, dangerous or perishable. We can store as many items as you like as long as they fit in our SpaceWays boxes; otherwise, if you want to store belongings that won't fit in a box, we also provide bulky item storage. For safety and insurance reasons we can't accept the following:

  • Food, liquids or perishable items
  • Explosive weapons or ammunition
  • Combustible or flammable materials including but not limited to petrol, oil or gas.

Please refer to our Our Rules and Terms & Conditions for further details.

Storing an item wont fit into our box is easy. We can store your golf clubs, office chair, bicycle or suitcase as an oversized item for just £12.00 per month. If you need to store larger furniture like a sofa you need www.kellystorage.co.uk

Yes! You can store your suitcases with us and we consider them as bulky items but please keep in mind that the maximum weight allowance is still 25kg as per our boxes.

Storage payments are made via credit, debit card or paypal. The first storage charge will be taken the following day after we collect your items. No deposit or upfront payment is required to make a booking. Your next storage payment will be due 30 from the collection date. Our storage price includes up to £100 loss and theft insurance per box/bulky item. 

If you select any of our additional services, these will be invoiced the following working day after we collect your items. 

Once you want your boxes/bulky items back, we charge a £6 flat redelivery fee per item. With SpaceWays, you pay for what we quote and there are no hidden charges if the logistical conditions stay the same. We don’t charge administration fees or deposits that you would normally pay with traditional self-storage, there’s only a 1-month minimum payment per item. However, please be aware that we charge fees for "no-shows" when our drivers come to collect or deliver boxes at the address provided and nobody is home.

Your first month's storage will be charged the following working day after your items are collected. Your next storage payment will then be due 30 days from that date.  

We recommend you to order more boxes than you think you need, just to be on the safe side. Remember you will only pay for the storage space that you actually use and our drivers will simply take the empty boxes back free of charge.

Yes, if you need help packing your boxes please call us on 0800 1126 2421

If you book 4 or fewer boxes to be delivered to you our driver will wait while you pack your boxes instead of returning on another day. The same applies when you book redelivery.

If you are unable to pack your boxes within this time period, book more boxes to be delivered where you will be given the option to select a date for our driver to return and collect your items on another ay. 

If you book 9 boxes or more to be delivered you will be given the option to select a date for our driver to return and collect your items on another day. 

Yes, you can! Give us a call on 0800 1126 2421 or email us at contact@spaceways.co.uk 

Yes, 100%! Businesses often use us for long-term archive storage, storing inventory or simply to make the most of their office space. You can use your own archive boxes or use our free secure, strong and water-resistant polypropylene boxes. Please visit our dedicated Business page or contact us for a quote.

Simple - just log in to your SpaceWays account, choose which boxes you want to be returned and choose the most convenient delivery date and timeslot for you. We charge a flat rate of £6.00 per item to redeliver. Please note that there may be a surcharge for deliveries outside our service area.

You can book delivery of your box within 48 hours, this is subject to our availability which you can see when you login online and schedule the delivery of your boxes. 

Our standard collection or delivery service includes roadside drop off however for an additional £30 you can request our driver deliver or collect your items from your room, flat or office.

As often as you need. We charge a flat rate of £6.00 per item to have your items returned. 

If you are not available during the collection or delivery time, you must appoint your representative to let our driver in and show which items exactly have to be picked up. Our drivers are not allowed to enter your property on their own. Please provide the contact details of your representative so that we can get in touch in case of any delays.

4. CHANGES & CANCELLATIONS

You can make changes to your scheduled appointment by contacting us on 0203 095 2035 (Mon-Fri from 9:00am to 5:30pm) or anytime via email (contact@spaceways.co.uk). Any changes made within 48 hours of the booking, will incur a £20 admin fee. You can cancel a scheduled pick up/delivery free of charge if you give us at least 48 hours notice. Any cancellations made within 48 hours of the booking, will incur a £20.00 cancellation fee.

To ensure that we fulfill your booking, please make sure you have entered your address correctly with the correct postcode and as much information as possible. Please note that if you do not have a UK phone number, our driver may not be able to reach you. In this scenario, we would suggest you add your accommodation phone number if one is available.

If we are unable to collect your items due to insufficient address information, or if you are not at home when we arrive, there will be a charge of £20 to rearrange your order. If we are unable to reach you due to any unforeseen delays which are caused by us or something out of your control, we will rearrange your order free of charge.

5. PAYMENT

We accept both Visa and Mastercard credit and debit cards. If you have chosen our storage services, you will not be charged until your boxes have reached our warehouses safely. An automatic payment will then be taken from your account on the same day once every month. Please note that we are currently unable to accept payments by cash or cheque.

Yes! We want to be as transparent and helpful as possible so we've included insurance cover up to £100 for each box/bulky item. Your items are covered starting from the moment they leave your doorstep. However, please note that we currently do not insure fragile items like glassware, crockery, mirrors etc. so if you are planning to store fragile items, please make sure they are appropriately packed with multiple layers of bubble wrap to ensure they are safe during transport.

Cancelling your subscription is easy! You’ll just need to schedule a return delivery of the items you have stored, after which we will automatically cancel your subscription.

If you miss a storage payment we will get in touch with you to see how we can re-arrange the payment. Until the payment is received, we will be forced to hold onto your stuff. Please note that in case we don’t receive the missed payment for over 30 days, we will be legally allowed to sell your stuff. However, since we hate break ups too, we will try our best to ensure things never come to that.

6. SECURITY

Your boxes are stored in our secure, purpose-built warehouses. Our warehouses are located outside of London. There is 24-hour CCTV security, customer sign-in and out, alarmed perimeter fence, and more! Our staff also have years of experience handling and storing high-value items for large companies, so your belongings will be well looked after. If you would ever like to visit our facility please call us on 0800 1126 2421.

Our security consists of the following:

  • 24hr CCTV Monitoring
  • Security Alarm System (directly linked to the police)
  • Alarmed Perimeter Fence
  • Double Security Gates with Cameras
  • A Dedicated Team of Fully Trained Warehouse Operatives

Also, we keep extensive insurance to cover all other eventualities that may arise when running a storage business.

Yes, you can! Please do arrange this beforehand though. If you need something from your stored boxes, we can get them ready at our warehouse. You will need to give us 48 hours notice to get your boxes or items ready (subject to availability). You can then visit us, retrieve whatever you need and we'll take care of putting the box back into storage.

Typically, standard homeowners’ and renters’ insurance policies do include off-premises property protection against risks such as fire, theft and weather damage. The extent of the coverage depends on the insurance company. For more expensive items such as artwork, most insurance brokers provide additional riders as a way to cover these items. Therefore, we ask you to check with your insurance provider about the extent of your coverage.

NEED TO SPEAK TO AN ADVISOR? 0800 1126 242

Open Mon to Fri 8:30am - 5.30pm, Saturday 9am - 3pm