Frequently asked questions

How quickly can you move me?

We are open 24 hours a day, seven days a week. Same-day slots are usually available across London, and genuine emergency jobs can be on your doorstep within three hours. If your dates are
flexible you will pay noticeably less, because we can pair your load with a van already going that way.

What happens if I need to cancel or change the date?

Change the date free of charge up to 48 hours before the booking. Cancel more than 48 hours ahead and your deposit is refunded in full. Inside 48 hours the deposit covers the slot we held and turned other work away for.

Is the price I see online the price I pay?

Yes. Your quote is fixed against the information you give us — volume, distance, floors, lift, parking and date. Every line of it, and the arithmetic behind each line, is shown on screen before you commit. The only thing that changes a fixed price is the job itself changing: an extra room, a loft nobody mentioned. We agree any change with you before we carry on, never after.

Do you charge extra for stairs, lifts or parking?

They are priced into your quote rather than added on the day. That is why we ask which floor you are on, whether there is a working lift, how far the van will have to park, and whether the street is restricted. Answer those honestly and your price will not move.

Are my belongings insured?

Every job includes goods-in-transit cover up to £1,000 and we carry £5m public liability. You can upgrade to £10,000 or £50,000 cover in the quote for a small addition — worth doing if you are moving art, antiques or anything irreplaceable.

What if something gets damaged?

Tell the crew before they leave and it goes on the proof-of-delivery record with photos. Claims are handled directly by us, not passed to a third party, and we aim to settle inside ten working days. In fifteen years it has been rare — but when it happens we fix it.

Do I have to pay the whole amount up front?

No. A deposit secures the van and the date; the balance is taken before or on the day of the move. If you would rather pay in full up front you can, and business accounts can be invoiced on terms.

Will you dismantle and reassemble my furniture?

Yes, and it is included rather than an extra. Beds, wardrobes, dining tables and flat-pack units come apart at the collection and go back together in the room you want them in.

Can I travel in the van with my things?

Yes. Every van keeps two passenger seats free at no charge. It is one of the things customers mention most — no separate taxi, and you are there to say where things go.

Can you help with packing?

Yes — full packing, partial packing, or materials only. Add it as an extra in the quote and you will see exactly what it costs before you decide.

Do I need to be there on the day?

Someone needs to be at both ends to let us in and sign off. If that cannot be you, nominate someone and tell us their name and number when you book.

Can you move us overnight?

Yes. We are open 24 hours and a large share of our commercial work runs between 6pm and 6am so nobody loses a working day.

Can you collect from IKEA or a warehouse?

Yes. Give us the order reference and collection window and we will handle it. We do this several times a day.

Can you move a piano?

Yes. Upright pianos need a three-person crew and baby grands need four plus specialist equipment. Both are in the quote tool — pick them from the catalogue and the price adjusts.

How fast can you collect?

Inside London we are typically on site within an hour, and often faster from our NW6 base. Emergency collection inside three hours is a standard option in the quote tool.

Can you pay the seller for me?

No. We never handle payment on your behalf. Pay the seller directly and we will collect the item.

Can I travel with my pet?

Yes, and we would rather you did. We keep two passenger seats free at no charge on every job.

Will you strap over my carbon frame?

Never. Bikes go on wheel chocks with soft straps at the wheels and fork mounts. Nothing is compressed over the frame or the saddle.

Can you move a non-runner?

Yes, with a winch. Tell us it does not start when you book so we allocate the right transporter and loading time.

When does the clock start?

When we arrive at your first address. You do not pay for our drive from the yard, and you do not pay for our drive home.

How long can you store my things?

As long as you need. Storage is billed per cubic metre per week with no minimum term and no exit fee.

Are you a licensed waste carrier?

Yes, registered with the Environment Agency. You receive a waste transfer note for every load — keep it, because fly-tipped waste traced back to you is your liability.

Will you take everything apart and put it back together?

Yes. Beds, wardrobes, dining tables and flat-pack units are dismantled at the collection and reassembled at the delivery. It is included, not an extra.

Do you provide crates?

Yes — crate hire, labels and a colour-coded floor plan are part of the quote. Crates are delivered ahead of the move and collected afterwards.

What if it will not fit up the stairs?

We dismantle first and measure before we lift. If a piece genuinely cannot be got in, we will tell you on site and discuss options — hoisting, or returning it — rather than forcing it.

How quickly can you come?

We are open 24 hours. Same-day is usually available and emergency slots inside three hours can be arranged.

Is my consignment on its own?

Yes. A dedicated courier means your goods are the only thing in the van. Nothing gets tipped into a sorting hub.

What if the item is not as described?

Our crew photographs the item before loading and will call you if it does not match what you told us. You decide whether we load it.

Do you supply a crate?

Yes, ventilated and secured crates in several sizes. Tell us the animal and its size when you book.

Can you collect from a race or event?

Yes, including out of hours. Give us the event address and the collection window when you book.

Is my car insured in transit?

Yes. Standard cover is included and enhanced cover for classics and high-value vehicles is available in the quote.

Is there a minimum?

Two hours. After that we bill in fifteen-minute increments, so a two-hour-forty job costs two hours forty-five, not three.

Can I access my things while they are stored?

Yes, by appointment. Give us 24 hours notice and we will have your pallets accessible.

Do I have to bring it outside?

No. Our crew clears from wherever it is — loft, garage, garden, third-floor flat. That is included in the load price.

What if the job takes longer than quoted?

Your quote is fixed on the information you give us. If the job is bigger than described on the day — an extra room, a loft nobody mentioned — we will agree any change with you before we carry on.

Are you approved for our building?

We are FORS accredited and carry £5m public liability. Send us your building's requirements and we will return the method statement, RAMS and insurance certificates.

Do you take the packaging away?

Yes, included. Cardboard, polystyrene and pallet wrap all leave with us.

Will you take my old sofa away too?

Yes — add a waste clearance to the same booking and we will do both in one visit rather than charging you for two.

Do you deliver outside London?

Yes, anywhere in mainland UK. Long-distance work is priced on distance bands, so the per-mile rate falls the further you go.

Can you collect several items in one trip?

Yes. Add each pickup as an extra stop in the quote — additional stops in the same area are charged at a reduced rate.

Do you go abroad?

No. We are a UK mainland service. International pet movement requires DEFRA authorisation we do not hold.

How many bikes fit in one van?

Up to six road bikes upright in a LWB panel van. More than that and we will quote a Luton.

Do you collect from auctions?

Yes — the main London auction houses and national sites. Send us the lot and release details.

Will the driver help carry?

Yes. Every crew member carries. That is the whole point of booking a man and van rather than hiring a van.

Are my things insured while stored?

Yes. Storage cover is separate from goods-in-transit cover and is included at the standard limit, with higher limits available.

What can you not take?

Asbestos, clinical waste, tyres in quantity, and hazardous chemicals. Tell us if you suspect any and we will point you to the right specialist.

What areas do you cover?

All 32 London boroughs and the City, from our base on Belsize Road in NW6. We also do long-distance work anywhere in mainland UK — long moves are priced on distance bands, so the per-mile rate falls the further you go.

What does FORS accredited actually mean?

FORS is the Fleet Operator Recognition Scheme — an independent audit of a transport operator on safety, efficiency and environmental standards. It means our vehicles, drivers and paperwork have been inspected by someone other than us. Many central London buildings will not admit a non-accredited operator at all.