FREQUENTLY ASKED QUESTIONS
WE PICK UP, WE STORE, WE DELIVER FROM JUST £4.90 A MONTH
Affordable Storage By-The-Box has never been so easy! Follow our simple steps: Schedule. Pack. Store. Return.
Step 1. Schedule. Make an online reservation for your preferred time slot, tell us how many boxes you need and we'll deliver the empty boxes to your home, student accommodation or office, for free. You will receive an email confirming your selected time slot.
Step 2. Pack. Pack your boxes and gather the bulky items you want to store. There’s no hurry! If you’ve 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're ready to get your stuff back, log in to your online account to view what you've stored and choose the items or boxes you want to be returned. We'll get them back to you at any location in London or Surrey from Monday to Saturday within 48 hours (subject to availability). Once you're done with unpacking, let us know and we'll come back to collect the empty boxes.
SpaceWays currently serve both individuals and business clients in London & Surrey, no matter if it is a permanent address, business, office, hotel or student hall.
Please be aware that we provide a free pick up and delivery 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 on 0203 095 2035 or send us an email with the details of your request to firstname.lastname@example.org (*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.
For our storage services, we currently provide delivery and collection from Monday to Saturday with all timeslots being free of charge no matter which day you choose.
SpaceWays boxes are high-quality polypropylene boxes. They are extremely durable, waterproof and since they don't require assembly, very convenient too. After you're finished with them, we'll come back to pick them up and we’ll clean them for reuse. This keeps the environment happy and you will not have to worry about getting rid of boxes.
Our boxes have a capacity of 67 litres. The dimensions are 60cm W x 40cm L x 37cm 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, that is the ones you fill and you’ll store with us.
Security tags will be provided which can be used to securely lock your boxes.
Our storage boxes, which are delivered directly to your door, are made of high-quality polypropylene and have been expressly designed to keep your belongings safe, secure and in one piece.
Also, they are free to use for SpaceWays customers. However, if you wish to use your own boxes, you are more than welcome to, but please be aware that the monthly cost for storing with your own boxes is £9/month, instead of just £4.90/month with our Spaceways boxes.
We kindly ask you to limit each box to a maximum of 25kg. Our boxes have a 67-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 and this will also help our drivers safely carry your items to and from storage.
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.
Our boxes are precious to us: we want to offer other customers the same good service and therefore would like to have the boxes returned. Our drivers will be collecting the empty boxes free of charge when you’ve finished unpacking. However, if you want to keep them, the price is £18 per box.
Every day our operations team works hard to make sure our drivers arrive at the scheduled locations during the requested time slots. However, please understand that external circumstances out of our control like traffic or poor weather conditions might affect the scheduled time of arrival. We will promptly get in touch with you if poor driving conditions or any other event influence your storage delivery or collection timeslot or if rescheduling is required.
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.
SpaceWays provides storage solutions for your bulky items as well. You can store almost anything from your treasured golf clubs or pair of skis to old campaign marketing material or bulky cardboard storage tubes from just £9/month.
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.
Each SpaceWays box is provided with a unique barcode. Once your items arrive in our warehouse, they will be scanned and will appear in your online inventory. You will simply have to go to “My Inventory” in your SpaceWays account to review what you've stored. You can also give each box a title and add a description so you’ll always know what items you’ve packed. Doing so will help you when you’ll need something back because you will be able to indicate exactly which boxes or items you would like to be redelivered. Please note that in some cases the system update can take up to a couple of days until you can visualize the items you have stored in your account.
Payments are made via direct debit. SpaceWays costs £4.90 per month per box.
This price includes:
- Free delivery of as many boxes as you need to your address;
- Access to “My Inventory” from your personal SpaceWays account;
- Up to £100 loss and theft insurance per box/bulky item.
Once you want your boxes/bulky items back, we charge a £19 flat fee for redelivery regardless of how many boxes you wish to have returned (*one-off £30 surcharge if all items are returned within first 3 months). 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 might charge fees for "no-shows" when our drivers come to collect or deliver boxes at the address provided and nobody is home.
Your payment starts from the moment your boxes are shown as stored in your account. This means that you only pay for the time your items are safely stored in our warehouse.
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.
No, unfortunately, we don’t pack on your behalf but you can have a look at our packing guidelines for advice on how to pack your things.
For our by-the-box storage solution, you have two choices with regards to packing time:
1. Either you choose the "collect immediately" option and our drivers will wait while you pack/unpack for 20-30 minutes or
2. We give you up to two weeks to pack or unpack.
For immediate pick-ups of large orders (more than 5 boxes), please contact us before ordering. If the two weeks passes and you have not requested the pick up of your empty boxes, we’ll need to start or continue your storage subscription from the date you received the boxes. We’ll never charge more than £18 for an un-stored box, which will be yours to keep after this charge.
Yes, you can! Give us 24 hours notice and we can have your boxes ready for you to come and view, access and retrieve whatever you like from them. As soon as you are done, we shall then put your boxes back into their secure storage location in our purpose-built warehouses.
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 will charge a £19 flat rate to redeliver your belongings, no matter how many boxes you need back. Redelivery will occur within 48 hours (subject to availability). Please note that there may be a surcharge for deliveries outside our service area.
We deliver to any address within the M25 & Surrey within 48 hours (subject to availability). Our service hours are Monday to Friday from 9am - 6pm, Saturday from 9am to 3pm. If you want to retrieve a box for the next day, please let us know no later than 11am. Also please be aware that outbounds for Saturday and Monday need to be placed before 11am on Friday to be delivered on time.
Of course! As we offer a full-service storage solution, we will collect your items directly from your door. We pick up from levels as high as the fourth floor in any cases and will serve higher floors in buildings with a lift.
As often as you need. We charge a flat rate of £19 to have your items returned regardless of how many boxes you want returned and as always, collections are free!
If you are not available during the collection 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
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 and ready 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, we will rearrange your order free of charge.
We will reschedule your appointment for the collection of the empty boxes. However, please note that since we allow up to two weeks for unpacking, if you keep the boxes for longer, we will charge you a one-off fee of £18 per box. You will then be able to keep them for your personal use.
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.
Yes, you can! Just get in touch with our Customer Service at 0203 095 2035 or via email email@example.com.
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.
Your boxes are stored in a very secure, purpose-built warehouses. Our warehouses are located just a few miles outside 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.
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.
No, we do not! We know how important your belongings are to you and we value your privacy. It is, therefore, our policy to keep your boxes sealed. However, please note that in very rare occasions we may have to open your boxes (such cases include if the excess weight of your boxes can potentially cause injury to one of our team members or if the items stored breach our Terms & Conditions).
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.