Frequently Asked

Questions

Tell me about Stackt's moving team!

Stackt's expert movers are the core of our company; without their devotion and hard effort, we wouldn't be capable of providing high-quality service. Stackt's movers undergo extensive training on how to pack and move belongings securely in order to deliver the highest level of service to our customers. All members of the team must also pass a background check. If you have any comments and feedback on how our team members are doing, please don't hesitate to contact us.

Where will my items be stored?

Your belongings will be kept in a clean, safe storage facility. Stackt's facilities are similar to Amazon warehouses in that they are well-organized, clean, and technically sophisticated. We do not publicize warehouse whereabouts for the protection of all clients' belongings. If your insurance requires it, we will definitely offer it.

How will my items be stored at the facility?

Our trained and qualified Warehouse Team will organize your valuables on pallets and relocate them to long-term storage shelving. All things will be meticulously packed, barcoded, and tracked during storage to ensure that they remain safe and clean. Also, keep in mind that your things will not be mixed up with those of other customers.

What is Moving with Stackt?

Stackt will carry out all your moving needs. If moving only - you are expected to pack your items into boxes to be ready to go. When it comes to furniture, you are expected to disassemble all items before we arrive — however, we will professionally wrap it to ensure it’s protected. Any items that do not follow the above Collection-only guidelines can be upgraded to Collection & Packing and are subject to an hourly labour rate. With Moving & Packing, your pickup can be truly effortless. Our team will bring a variety of complimentary packing materials. We’ll pack your items into boxes and professionally wrap your furniture to ensure it’s protected. We can move items from anywhere in your collection location to load them into the truck. It’s up to you how much you want to prepare before we arrive!

What services do you offer?

Your belongings will be kept in a clean, safe storage facility. Stackt's facilities are similar to Amazon warehouses in that they are well-organized, clean, and technically sophisticated. We do not publicize warehouse whereabouts for the protection of all clients' belongings. If your insurance requires it, we will definitely offer it.

How will my items be stored at the facility?

Our trained and qualified Warehouse Team will organize your valuables on pallets and relocate them to long-term storage shelving. All things will be meticulously packed, barcoded, and tracked during storage to ensure that they remain safe and clean. Also, keep in mind that your things will not be mixed up with those of other customers.

What if I need to reschedule my shipping delivery?

Please get in touch with us via one of our customer service representatives as soon as possible to handle your request.

Is there anything I can't ship?

Money, deeds, securities, stamps, coins, or goods or collections of any similar kind​Cash, credit or debit cards​Liquids (including cosmetics & toiletries)Alcohol (including beer, wine, liquor)Items that emit smells or fumesIllegal or controlled substancesLive animals or taxidermyFirearms, guns, or ammunitionFlammable or combustible materials (no gases, explosives, or asbestos)Hazardous materials (radioactive, chemical, or biological wastes)Vehicles (boats, cars, riding lawn mowers, or anything with an engine)Pool tablesHuman remainsGrand or baby grand pianos (or upright pianos if stairs are present)Grandfather clocksMechanical furniture that has not been professionally disassembled, including Sleep Number bedsItems that show signs of infestation, or are at a location with signs of infestation (insects, rodents, mould)Items our team cannot safely transport (unusually heavy or bulky items)We can currently ship most items however it depends on the shipping regulation in the specified country. In order to eliminate inconvenience, please contact us via one of our customer service channels to handle your request.When packing, if you’re having your stuff shipped internationally, there are some additional items that we should not collect or receive by you to be shipped. It is your responsibility to ensure we don’t collect:Any liquids or aerosols, regardless of sizeBatteriesMedicationsKnivesPassportsAny items the carriage of which could be breaking laws or rules in any country over which the consignment travelsDumbbells and gym weight platesStuff that doesn’t fit inside a boxYou can find a full list of prohibited items for international shipping here.

Can I reschedule my collection or make changes to my shipping order?

Tell us of any changes. You can change your collection appointment and details up to 24 hours before your collection. If you reschedule or cancel your collection after 24 hours the day before, there’ll be a 50% charge, as we’ll have already scheduled your driver to collect from your address. In addition, you will then need to place a new order and will be charged again for the new collection.​

Can I store stuff other than boxes?

Yes you can. However, please check our prohibited items list to make sure you comply with storing regulations.

Do you store furniture?

Yes. However, when you choose the Collection only service you are expected to disassemble (if needed) all items and furniture before we arrive — however, we will professionally wrap it to ensure it’s protected. With Collection & Packing, your pickup can be truly effortless. Our team will professionally wrap your furniture to ensure it’s protected.

Do you store bikes?

Yes, we do. If you wish, you may pack your bike for its own safety.

Do you store suitcases and other luggage?

Absolutely! However, make sure the total weight is no more than 25kgs. Please note that all suitcases must be packed and closed in order for us to handle them.

Do you store books?

Yes we do. However, please note that all books must be packed into a box and their weight should not exceed 25kgs. Furthermore, as books are not very sturdy, we recommend adding a layer of padding to eliminate the possibility of accidental damage to the books during the move.

Do you offer packing?

When you choose our Collection & Packing service, your collection can be truly effortless. Our team will bring a variety of complimentary packing materials. We’ll pack your items into boxes and professionally wrap your furniture to ensure it’s protected. We can move items from anywhere in your collection location to load them into the truck. It’s up to you how much you want to prepare before we arrive!

What won’t you pack?

Money, deeds, securities, stamps, coins, or goods or collections of any similar kind​Cash, credit or debit cards​Liquids (including cosmetics & toiletries)Alcohol (including beer, wine, liquor)Items that emit smells or fumesIllegal or controlled substancesLive animals or taxidermyFirearms, guns, or ammunitionFlammable or combustible materials (no gases, explosives, or asbestos)Hazardous materials (radioactive, chemical, or biological wastes)Vehicles (boats, cars, riding lawn mowers, or anything with an engine)Pool tablesHuman remainsGrand or baby grand pianos (or upright pianos if stairs are present)Grandfather clocksMechanical furniture that has not been professionally disassembled, including Sleep Number bedsItems that show signs of infestation, or are at a location with signs of infestation (insects, rodents, mould)Items our team cannot safely transport (unusually heavy or bulky items)We can currently ship most items however it depends on the shipping regulation in the specified country. In order to eliminate inconvenience, please contact us via one of our customer service channels to handle your request.When packing, if you’re having your stuff shipped internationally, there are some additional items that we should not collect or receive by you to be shipped. It is your responsibility to ensure we don’t collect:Any liquids or aerosols, regardless of sizeBatteriesMedicationsKnivesPassportsAny items the carriage of which could be breaking laws or rules in any country over which the consignment travelsDumbbells and gym weight platesStuff that doesn’t fit inside a boxYou can find a full list of prohibited items for international shipping here.

Can I use my own boxes?

When you choose the Collection only service you are expected to pack your items into boxes to be ready to go. When it comes to furniture, you are expected to disassemble all items before we arrive — however, we will professionally wrap it to ensure it’s protected. Any items that do not follow the above Collection-only guidelines can be upgraded to Collection & Packing and are subject to an hourly labour rate.

Is there a weight limit for my boxes or other items?

If there are items that exceed the 25 kgs weight limit and cannot be reasonably handled by one person, it is the responsibility of the customer to let us know this information in advance so that we can arrange for an additional team member to arrive. Otherwise, the customer (or their representative) will be required to help handle that item. To avoid this, you may reorganise the package by removing the excess weight and repackaging it in an additional box when possible.

How should I label my boxes and other items?

We are able to label the boxes for you when we pack, or you are able to label the boxes yourself when you pack. However, please be advised that in case you pack fragile items yourself, please label them as such so our movers are aware of how to handle them.

What may I be charged extra for?

If there are items that exceed the 25 kgs weight limit and cannot be reasonably handled by one person, it is the responsibility of the customer to let us know this information in advance so that we can arrange for an additional team member to arrive. Otherwise, the customer (or their representative) will be required to help handle that item. To avoid this, you may reorganise the package by removing the excess weight and repackaging it in an additional box when possible. You can change your collection/moving/shipping appointments and details up to 24 hours before your collection. If you reschedule or cancel your appointments after 24 hours the day before, there’ll be a 50% charge, as we’ll have already scheduled the necessary services to your address. In addition, you will then need to place a new order and will be charged again for the new services.​

What price will I pay after my price plan ends?

The storage service is rolling month per month at the same rate, therefore there are no issues for an additional storing time. If you require early cancellation please check our cancellation policy.

What happens if I ask for my stuff to be delivered back halfway through a month?

It is possible to request delivery whenever you wish. However, keep in mind that in the case of early termination of the service (i.e. delivery of all belongings before the end of a month) there is a 14-day termination notice.

If I sign up for a particular time period now, what am I committing to?

We pride ourselves in offering great flexibility, therefore the storage service is rolling month per month at the same rate. The initial price is calculated according to the duration you specified the storage to be for. If you require early cancellation please check our cancellation policy. For any additional requests, please do not hesitate to contact us via one of our customer service channels. If you book our services for at least 6 months, please contact our customer service to receive an additional price consideration.

How do I pay for my storage?

We accept all payments from all major card providers (Debit & Credit Cards): Visa, Mastercard and Maestro. We additionally accept direct bank transfers. You’ll pay for the collection up-front as well as the first 4 weeks of storage when you place your order. We will then connect you to an automated direct debit system to be  charged automatically every 4 weeks. Alternatively, you may pay your invoices personally on time, otherwise, you may incur a penalty for late payment.

What happens next after placing my order?

Our Stackt team will reach out within a few hours from when your order has been placed. We’ll send you a questionnaire to get as much information as possible on the service selected. This will be about the stuff you need collecting/packing. We’ll also ask about the logistics on the collection day. For example, available parking, access, and the point of contact.

Are there any items Stackt does not store?

Liquids (including cosmetics & toiletries)
Alcohol (including beer, wine, liquor)
Items that emit smells or fumes
Illegal or controlled substancesLive animals or taxidermy
Firearms, guns, or ammunition
Flammable or combustible materials (no gases, explosives, or asbestos)
Hazardous materials (radioactive, chemical, or biological wastes)
Vehicles (boats, cars, riding lawn mowers, or anything with an engine)
Pool tablesHuman remains
Grand or baby grand pianos (or upright pianos if stairs are present)
Grandfather clocks
Mechanical furniture that has not been professionally disassembled, including Sleep Number beds
Items that show signs of infestation, or are at a location with signs of infestation (insects, rodents, mould)
Items our team cannot safely transport (unusually heavy or bulky items)

Is there anything you won’t cover?

Please note that every box and furniture is covered up to £100 against loss, provided it's properly and securely packed. You can contact us if you wish to increase your coverage. We don't provide coverage for fragile stuff like glassware or crockery and electronic stuff like TVs and printers. There are some items we won’t cover:Any prohibited items - (see ‘Are there any items Stackt does not store?’)Damage caused by the inclusion of liquids, perishable goods or any of the prohibited items listedElectrical or mechanical damage to any appliance, instrument, clock, computer or other equipment unless there is evidence of related external damageFor any goods which have a pre-existing defect or are inherently defectiveFragile items that are not able to be packed into boxes, such as mirrors, frames, lamps, or artwork such as sculptures and paintingsPassports, credit or debit cards or important documents (including passports, tenders, share and option certificates)Jewellery, watches, trinkets, precious stones or metals.Fragile items such as crockery that have not been adequately packaged inside a box with sufficient bubble wrap or packing paperItems not packed into double-walled cardboard boxes (excluding furniture items that can’t fit inside a box)

What if I need more space?

Please reach out to us by any of our customer service channels and we will handle your request. Stackt also automatically adjust your unit size after we collect your stuff to ensure the most cost-effective solution. Our current unit sizes and storage prices are as follows:

3ft x 4ft = £18/week
4ft x 6ft = £24/week
6ft x 6ft = £36/week
6ft x 8ft = £44/week
8ft x 9ft = £64/week
8ft x 12ft = £82/week

What if I don’t know what unit size I want?

No problem, don’t worry just take your best guess when you book your collection. We will check and confirm once we’ve received your items in storage. If you end up storing more, we’ll simply update your tariff accordingly and let you know. Stackt also automatically adjust your unit size after we collect your stuff to ensure the most cost-effective solution.

What precautions will be taken when collecting my stuff during COVID-19?

Stackt ensures to maintain recommended Government protocols to ensure everyone’s safety. Stackt updates the procedures to reflect the latest guidance. We ensure to follow all local guidelines as well. If it is deemed unsafe to continue servicing in any region, Stackt will not hesitate to halt operations.

Why hasn't my stuff been collected?

For most postcodes, we’ll send you an estimated timeslot or tracking information the day before your storage collection date.​If your driver hasn’t arrived between your estimated timeslot, this may mean there has been an unexpected delay.​ Please reach out to us for more information.

Can you collect today?

Please reach out to us for this request. Depending on availability it is possible to arrange same-day storage Collection, however, to avoid any inconveniences we highly recommend getting in touch with us at least 3 days before the preferred storage Collection date.

Do you collect at weekends?

Please reach out to us for this request. Depending on availability it is possible to arrange weekend storage Collection, however, to avoid any inconveniences we highly recommend getting in touch with us at least 3 days before the preferred Collection date.

Can I reschedule my collection or make changes to my order?

Tell us of any changes. You can change your storage Collection time and details up to 24 hours before your storage Collection. If you reschedule or cancel your storage Collection after 24 hours, there’ll be a 50% charge, as we’ll have already scheduled your driver to Collect at your address. In addition, you will then need to place a new order and will be charged again for the new storage Collection.​

How do I get my stuff delivered back to me?

Ordering a delivery is simple! Please reach out to us via one of our customer service channels and we will promptly settle your request. It is possible to request all of your items or only several of them to be delivered back.

How quickly can you deliver my stuff back?

Depending on availability it is possible to arrange next day storage return however, to avoid any inconveniences we highly recommend getting in touch with us at least 3 days before the preferred delivery date.

Can you deliver my stuff back to a different address?

Generally yes, however, please contact us via one of our customer service channels. We'll send your items to any location on the mainland of the United Kingdom, including your home, office, or student housing. There are a few places where we can't deliver, such as airports and railway stations. All we require is a residential or commercial location, a postcode, and, ideally, someone to accept your delivery.

What do I need to do on the delivery days?

Please be present for the whole delivery window to ensure that your delivery goes well. Your delivery might happen at any point throughout the timeframe you specified. This implies that delivery might happen at any point within the 3 hours. You must be present at the delivery address at this time or authorize someone else, such as a receptionist, to receive your items on your behalf. Our customer care representative will contact you the evening before the delivery. Tell us of any changes.You can change your delivery time and details up to 24 hours before your delivery. If you reschedule or cancel your delivery after 24 hours the day before, there’ll be a 50% charge, as we’ll have already scheduled your driver to deliver to your address. In addition, you will then need to place a new order and will be charged again for the new delivery.​

What if I only want one box or another item back?

It is possible to request boxes and other items back individually whenever you like. On top of that, our team will reassess your storage needs to make sure we provide you with the most cost-efficient service.