When making your booking, we will take down the card details that you would like to have on file with us. You'll have to add your card details up to 3 days before your collection date, alternatively your booking will be cancelled. But if you have booked any of our add on services, such as pre-paid loading time, we will charge this upfront to your card.
After your collection has been completed and you have received your storage confirmation. You will then be charged on the same date as your collection each month that you store with us for.
Are there hidden costs?
No, the full price of your storage agreement will be quoted and confirmed to you by email prior to your collection taking place.
Do you pricematch?
If you have a quote from another storage provider, we are more than happy to look into price-matching for you.
We will always do our best to price-match, however, due to the all-inclusive nature of our service, we may often appear more expensive purely on face value.
Please note that our prices come included with the following:
- A collection service of two removal experts and a van;
- Packing assistance;
- £10 000 standard liability cover;
- Online catalogue of your items;
- Racking and flooring;
- Climate and humidity controlled storage space best suited to your item’s requirements.
How much does it cost to have my items delivered to me?
We deliver your items to your door from £30 per delivery depending on the number of items you are may request.
There is 30 minutes free of charge unloading time included in every delivery.
If the free unloading time is exceeded, a charge of £30 per 30 mins per team of up to 2 professionals will be incurred.
If during your storage term you need only certain items delivered back to you, each extra delivery is charged starting from £30 (depending on the notice provided and the flexibility on the timing of the delivery), no matter how many of your items are being delivered.
All prices are valid for delivery to London zones 1-3.
Can I take my items out of storage before the agreed length on storage?
Yes, you can. However, if you have received a discounted storage rate dependant on your length of storage, we will recoup the discounted amount from your storage fees.
Do you offer any discounts?
Yes, we do. If you’re planning on storing with us for 6+ months, we can offer you a substantial discount.
The discount is only ever applicable to your storage subscription. No discount will be applied to any other additional services.
If you are storing for less than the required storage length, you will be required to pay the amount that was discounted from your package.
How much does storage cost?
The cost of storage depends on two main factors:
- How long are you storing with us for?
- What unit size do you need?
If you are unsure as to what unit size you need, you can always give us a call on 020 8993 5112. One of our storage consultants will be on hand to help you figure out the correct unit size for your storage needs and answer any further questions you may have.
All our prices are inclusive of VAT.
What happens if I have my delivery mid-way through the month? Do I still pay for the full month?
We do not offer pro-rata rates. However, if you have your items delivered up to 5 days into the new storage month, we will refund you 50% of your monthly storage fee.
You will need to contact us in writing to service@vaulthousehold.com within two weeks of your delivery date to be entitled to a refund.
What happens if I miss a payment?
Unfortunately, if for some reason we cannot charge you at the scheduled time, we’ll be forced to take out at an administrative fee to cover our costs of dealing with this.
If it’s a simple matter of a failed transaction, we’ll charge you an administration fee of £25.
If you do not make any payment due to us by the due date of the payment, we may charge interest to you on the overdue amount at the rate of 10% a year above the base lending rate of Barclays Bank plc. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with the overdue amount.
Without limiting any other remedies or rights that we may have, if you do not pay us on time, we reserve the right to cancel or suspend our performance of the services or additional services.
If any invoice remains unpaid for a period of more than one month from the due date for payment, we reserve the right to sell any Item belonging to you or under our control having given you at least 21 days’ written notice to your email address specified by you for your online account and to apply the proceeds of such sale against the balance of any amount that you owe us. You will indemnify us for and against any costs, claims or proceedings resulting from such sale. Any excess monies recovered shall be distributed to you.
We shall be entitled to charge you for any out of pocket expenses, costs and expenses that are reasonably required for the provision of the Services or Additional Services, which expenses include, without limitation, expense relating to pick up and delivery and courier charges.
Can you do same day collections?
Generally speaking, we cannot. However, you can always give us a call on 020 8993 5112 and we will see what we can do for you.
How quickly can I have my items delivered to me?
We are dedicated to providing the best tailored and flexible service to all of our customers. We suggest you book your delivery at least 1 week notice for delivery or collection. We are happy to help with shorter notice deliveries.
What happens if I need more items to be collected after my collection?
You can request a second collection via your Vault account. We will then work to arrange this for you at a date and time that suits you best.
Collections after the initial free collection cost £30.
What happens if you arrive at my property and I am not there?
If you’ve scheduled an appointment and you’re not there, we will wait for 10 minutes and of course try to contact you.
If you’re still not there following this, we unfortunately will have to cancel this appointment. We will be in contact with you to rearrange the appointment and the following charges apply:
Collections
- Same day cancellation/reschedule: from £30 depending upon availability
Deliveries
- Same day cancellation/reschedule: from £30 depending upon availability
Any Additional Services, such as packing, unpacking, loading/unloading time and Zone surcharges that may have been charged beforehand are also non-refundable.
Am I responsible for arranging a parking spot?
It is the customer’s responsibility to provide parking for our team. Due to the number of jobs our teams perform each day, we are unable to source parking at your property on your behalf.
If we were to receive a parking fine during the time we are at your property we would unfortunately have to pass on any costs to you.
Where do you collect from?
We collect for free from any postcode inside London zones 1-3 If you live outside of these zones, don’t worry, we will happily organise collection and storage of your items All you need to do is contact us with your post code and storage requirements and we can build you a package.
If I want to use Vault’s packing service, do I have to book before my collection?
Yes, we do need you to book this in prior to your collection taking place. This is to make sure the team arrives prepared with the necessary packing materials and tools.
Any additional service, such as packing time, unpacking time, loading/unloading time and Zone surcharges are non-refundable.
Can I store my items in my own boxes or do I have to use Vault’s crates?
You can pack your items into your own boxes. Our Vault’s crates are for anyone who needs them but they are not compulsory.
How do I book my delivery?
The quickest and easiest way to book in the delivery of your stored items is to login to our website.
Please let us know if you have any questions or issues regarding this process.
We are happy to deliver your items to anywhere in Zones 1-3 for the standard delivery price, but if you need them delivered to an address outside of this, additional charges may be required. These extra charges are not included in the price shown on your account when you request your delivery; however the final price will be included in your delivery confirmation email.
We are dedicated to providing the best tailored and flexible service to all of our customers. In order to ensure you can get the best possible delivery time-slot at our standard delivery prices we recommend that you book at least 2 weeks before your chosen delivery date. We are happy to help with shorter notice deliveries, however please note that prices may be higher and vary according to date and time-slot required.
Please note, Saturday deliveries come with a non-refundable £59 weekend surcharge on top of your standard delivery fees. Saturday deliveries are subject to availability and we may need up to 3 weeks’ notice to arrange this for you.
Please let us know if you have any questions or issues regarding this process.
Can I cancel/reschedule my collection or delivery?
Yes, you can cancel or re-schedule.
If you contact us on the day of your collection/delivery we do charge for this:
Collections
- Same day cancellation: from £30
Deliveries
- Same day cancellation: from £30
Any additional service, such as packing time, unpacking time, loading/unloading time and zonal surcharges are non-refundable if a customer cancels on the day of their collection/delivery.
Just give us a call on 020 8993 5112 or email us on service@vaulthousehold.com if you need to reschedule or cancel.
If I have my items delivered back to me mid-way through a storage month, am I charged for the full month?
We do not offer pro-rata rates. You will need to pay for the full month.
Do I have to bring everything down to the ground floor for collection?
Not at all. Our teams will come right up to your door and will begin loading the items from wherever you have left them.
With deliveries, our teams will deliver the items straight into your property.
What do I need to do on collection/delivery day?
If you have a collection/delivery booked in with us, you need to make sure that you or someone you trust is available at the property to let our team in during the agreed time-slot.
If we are running late or any reason, our team will always make sure to contact you and keep you updated with the situation.
It is also the customer’s responsibility to secure parking near the property for the team on the day.
If you are having a collection, the team will present you with a collection sheet. You will need to check the sheet and make sure that all items due for collection have been accounted for and then sign the sheet. Once the sheet has been signed, this is confirmation from yourself that all the items have been collected & accounted for.
If you are having a delivery, the team will present you with a delivery sheet. You will need to check the sheet and make sure that all items due for delivery have been accounted for and then sign the sheet. Once the sheet has been signed, this is confirmation from yourself that all the items have been collected & accounted for.
Can you collect & deliver to any address?
We can collect and deliver to any address within London zones 1-3. Outside of zone 3, there are surcharges included on top of your collection and delivery fee which may vary based on the date and time-slot selected:
- Zone 4 surcharge: £30
- Zone 5 surcharge: £50
- Zone 6 surcharge: £70
Outside of zone 6, we can quote you for a collection/delivery based on drive time from our facility to your address.
Alternatively, we can arrange for one of our teams to hand over your items to a third-party courier for your standard delivery fee.
Please note, if we hand over items to a third-party removal company, our liability ends from the moment these items exchange hands.
Please note that extra charges for deliveries outside London zone 3 are not included in the price shown on your account when you request your delivery; however the final price will be included in your delivery confirmation email.
Where can I see my inventory?
Your inventory will be available to view on your Vault account. You can log into this via our website. Please note, it can take our team up to 10-14 days to upload your inventory. If you need your items returned back to you before this time, give us a call on 020 8993 5112.
Can I visit the warehouse?
Our service does not include access to storage.
We can organise the pick-up from Monday to Friday between 9am and 6am only, for the cost of your standard delivery fee. *Please note that this is subject to availability of our teams and a date needs to be agreed with us before confirming with a third party.
We cannot store the following items in our facilities:
- Food/perishables
- Any living creatures
- Explosives, weapons or ammunition
- Any items which emit fumes such as a barbecue
- Any illegal substances or any good which have been illegally obtained
- Any flammable materials, liquids or compressed gasses
- Jewellery, ivory, watches, stamps, precious stones or precious metals
- Money, deeds, bullions, bonds, securities, coins, cash or negotiable instruments and the like (including cheques and any vouchers with a face value)
- Pollutants that are likely to cause contamination, infestation or encourage vermin or other pests or emit fumes, smell or odour
- Electronic items (please see our Terms of Service here for details)
These items are forbidden in order to keep yours and other customers items safe as well as our staff members. If we are to find any of these items in storage, they will be removed and disposed of without warning. We also reserve the right to search your remaining items to check for any further forbidden items.
Can I share a storage unit with someone else?
Unfortunately, this is not possible. Each of our units is assigned to a single Vault account and only this person can access the account. Due to this and other security measures in place, we cannot accept shared units.
Do I have to sign a contract with you?
No, after you complete your booking, you will receive an order summary from us which includes the terms of your booking. Your subscription is essentially a rolling contract so you can take your items out of storage whenever you please. Similarly, if you need to extend your period, the storage unit is yours until you book in your full delivery – so no need to even call up and extend!
What are the storage units like?
All our storage units are kept clean, pest and damp-free and come with a padlock.
Can anyone else have access to my Vault account or book in collections/delivery on my behalf?
Unfortunately, we cannot allow any other persons to access your Vault account or book in collections/delivery on the customers behalf unless we have written permission via email from the customer using the email address that we have on file.
How do you store my items?
Our professional removal teams take the upmost care of your belongings, moving these in and out of our van and then handing these over to our warehouse staff.
Once they’ve reached the warehouse, they are moved into your unit one-by-one and then entered into our asset management system.
Our operations team will then upload your storage inventory to your Vault account which you can view online. We will also send you a storage confirmation so that you know your items are safely in storage.
Where do you store my belongings?
We have facilities in Acton and outside of London (Aylesbury).
These are all purpose-built storage facilities with the following security measures:
- CCTV surveillance monitored by a professional security company.
- Alarms monitored by a professional security company
