Frequently Asked Questions

Simple: we pick up your items from your door, store them safely, and bring them back when you need them.

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.

Moving Home lines are volume bands (for example Wardrobe 15 sq ft, then Small Room 25 sq ft). If what we collect needs more room, we store it on the next size that fits and charge that tier (or a reasonable assessed amount). We email you as soon as we can. If a card is on file we may charge the difference automatically; otherwise you get a payment link. You can remove items so they fit the original size if you do that before we store the extra volume. Full policy: here

We email you about a month before, then 14 and 7 days before your scheduled end date. Extend storage from the email: sign in with that email, pick a date after your current term end (not a Sunday), and tap Update schedule. Weekly charges continue — extending only moves the planned end date. Or reply to us and we can extend it for you. We do not send items back until return delivery is paid. If you do nothing, goods stay in storage, the end date rolls forward week by week, and storage charges continue until you pay for return. Full policy: here

No. If you pay return delivery and then extend before we dispatch, that fee stays as a credit and is applied when you next book return for those items. Full policy: here

By the item: from GBP36* Inner London / GBP46* Outer London / GBP60* UK-wide. *Base visit covers up to 5 boxes, 2 oversize items, or 1 box + 1 oversize. †GBP12 per extra item. ‡Assisted help from GBP81.90 (1.5 hours at checkout) — shown at checkout; mandatory for larger orders and upper floors without a lift. Without assisted help, items must be ready at the collection point. Moving Home visits are GBP85§ up to 40 sq ft / GBP170§ above 40 sq ft. Full policy: here

Assisted help means crew help loading from your property (from GBP81.90‡ for 1.5 hours at checkout, shown at checkout). It is mandatory for larger orders and upper-floor properties without a lift. Without assisted help, items must be packed and ready at the collection point. Before checkout you complete a short access questionnaire (floor, lift, phone, preferred time). Full policy: here

By the item: you pay a postcode base visit fee covering up to 5 boxes, 2 oversize, or 1 box + 1 oversize; †GBP12 per additional item beyond that bundle. Bundling within the base keeps the visit cheaper. Assisted help from GBP81.90‡ where required. Moving Home visits are GBP85§ up to 40 sq ft / GBP170§ above 40 sq ft. Full policy: here

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.

Usually yes, but it depends on the item and access (stairs, lift, parking, and safe handling). List the item in your booking and complete the access questionnaire, or email info@vaultedstorage.co.uk. For larger loads or upper floors without a lift, assisted help is required — see here

For London collections, there is no maximum weight limit. For Outer London and nationwide collections, the max is 30kg per item.

Yes, before checkout. We ask for a contact phone, preferred collection window, whether you are ground floor, whether there is a lift, and whether you need assisted help. That ensures the right crew and loading plan. Full policy: here

By the item: the same base + footnote model as collection (from GBP36* / GBP46* / GBP60* by postcode, plus †GBP12 per extra item beyond the base bundle; assisted help from GBP81.90‡ where required). By space (Moving Home): GBP85§ up to 40 sq ft / GBP170§ above 40 sq ft. International relocation is quoted separately.

Yes. Pricing is shown up front before you book, and weekly rates update live when you change the term.

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.

Yes. On seasonal flows, you can currently choose up to 52 weeks (one year).

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.

No. Everything is door-to-door, so you do not need to travel to a storage unit.

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

Yes. Moving Home is storage by space, from wardrobe-size up to larger home bands, with clear weekly pricing. Collection and redelivery are GBP85§ up to 40 sq ft / GBP170§ above 40 sq ft. Full policy: here

Yes. We support global relocation as a custom quote for long-term storage and international shipping needs.

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.

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

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

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

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