Frequently Asked Questions
Quick answers about Vaulted collection, storage, pricing, and returns. Prefer longer guides? Read the Vaulted blog. Need something specific? Email info@vaultedstorage.co.uk.
How does Vaulted work?
Simple: we pick up your items from your door, store them safely, and bring them back when you need them.
What kind of items can I store?
You can store seasonal gear (like skis, bikes, and golf clubs), boxes (small/medium/large), and moving-home loads from wardrobe size up to larger home bands.
How much does collection cost?
Collection is based on your postcode: Inner London is GBP35, Outer London is GBP45, and UK-wide is GBP60.
Do you charge collection per item?
No. Collection is charged once per household collection, not per item. We encourage bundling items into the same day collection to reduce environmental impact and help you save on collection fees.
Can you pick up my stuff today?
We always try to help quickly, but same-day collection depends on slot availability. The fastest route is to start your booking and choose the earliest collection slot shown.
Can you collect items that are very heavy?
Usually yes, but it depends on the item and access (stairs, lift, parking, and safe handling). The best thing is to list the item in your booking and add notes, or email info@vaultedstorage.co.uk so we can confirm quickly.
What is the maximum weight limit for collection?
For London collections, there is no maximum weight limit. For Outer London and nationwide collections, the max is 30kg per item.
Can I get free collection?
Yes, in some cases. If your booking is on a longer term (20+ weeks) and meets basket rules, collection can be free. If you want, we can help you check this before checkout.
How much does return delivery cost?
Return delivery follows the same postcode-style charging approach as collection for standard items. International relocation items are quoted separately.
Will I see the full price before booking?
Yes. Pricing is shown up front before you book, and weekly rates update live when you change the term.
Why does the weekly price change when I move the weeks slider?
Because longer commitments get better weekly rates. As you move the slider, the weekly price updates so you can see the best option for your timeline.
Can I choose a storage term longer than 20 weeks?
Yes. On seasonal flows, you can currently choose up to 52 weeks (one year).
How many items can I store?
You can store multiple items in one booking. If you have a larger or unusual list, message us and we will help you structure it.
Do I need to visit a storage unit?
No. Everything is door-to-door, so you do not need to travel to a storage unit.
How quickly can I get my items back?
Return timing depends on scheduling and route availability. Request your return through your account and we will coordinate the delivery back to you. We only need 48 hours notice for temporary returns
Do you offer storage for moving home?
Yes. We offer moving-home storage options from wardrobe-size up to larger home bands, with clear weekly pricing.
Can you help with international relocation storage?
Yes. We support global relocation as a custom quote for long-term storage and international shipping needs.
How can I contact you if I still have questions?
For pre-booking questions, use this FAQ/chat or email info@vaultedstorage.co.uk. For account-specific help after signup, use the in-app support area.
What am I not allowed to store?
You cannot store illegal or stolen goods, dangerous materials (like explosives or hazardous chemicals), perishable items, living creatures, and certain restricted high-risk items. Full prohibited list is in our terms here: here
Can I cancel my storage?
Yes. For ongoing recurring storage plans, cancellation usually requires one full calendar month notice. Exact plan rules are in your checkout/dashboard and terms summary here: here
Do you offer refunds?
Usually no. Fees already charged (including storage and delivery) are generally non-refundable, unless law requires it or we agree in writing. See terms details here: here
Can I change my collection or return date?
Yes, up to 24 hours before the booked slot. Inside 24 hours, slots are locked for routing, but you can still contact us for genuine emergencies. See the policy here: here