Question 1

What services do you offer?

Accepted Answer

We can offer a full spectrum of services for managing your belongings - Moving, Packing, Storage Collection. Our moving teams can also assist with dismantling your furniture, as well as reassembling it upon delivery.

Question 2

What are your service areas?

Accepted Answer

We are able to offer our moving and storage services all across Mainland UK (England, Wales, Scotland, Northern Ireland). We also offer international shipping service to and from the UK, Portugal, the UAE and specific regions of Spain.

Question 3

What happens next after placing my order?

Accepted Answer

Whether choosing our moving or storage services, our customer service team may reach out to you, if needed, when your order has been placed to get additional information. We may enquire 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.

Question 4

How do I confirm and pay for my booking?

Accepted Answer

Once the details of your moving and storage order is confirmed, you will be issued a Stripe payment link.

Question 5

Once my booking is confirmed, how do I receive confirmation?

Accepted Answer

You will promptly receive an email confirmation for all confirmed moving and storage orders. Or, we may use other means of communication if specified by you. If chosen to be contacted by email make sure to check the Spam folder just in case.

Question 6

How do I pay for my storage?

Accepted Answer

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. We will then connect you to an automated direct debit system to be charged automatically every 4 weeks or at longer intervals, depending on the desired storage plan and billing period.

Question 7

Does Stackt charge more over Christmas or other holidays?

Accepted Answer

No. There are a number of factors that may affect the quoted price however holidays are not one of them for either storage nor moving services.

Question 8

Do I have to pay for Pay & Display machines?

Accepted Answer

Yes, when conducting moving and storage services, if the driver is required to pay to park his vehicle, the fee will be added to your quote or charged after the service was conducted.

Question 9

Do my quotes include the congestion charge?

Accepted Answer

Yes, Stackt has developed its own software that is able to identify if your required moving and storage services will need to go through the congestion zone, which means £15.00 will be added on top to your online quote.

Question 10

How do I apply a promo code?

Accepted Answer

You have the ability to apply a promo code at the end of the Quote feature page prior to proceeding to submit the request. Check our Terms & Conditions to ensure your promo code is valid for either moving or storage or both services. Note, that discounts from different promo codes cannot be combined.

Question 11

How does Stackt process payments?

Accepted Answer

Stackt uses bank transfers/Revolut merchandise/GoCardless/Stripe. All online methods are secure and encrypted. Your Stackt subscription is processed automatically on your bill date using the default payment method on file. If a payment is unsuccessful for any reason, our automated billing system will try your default payment method three more times. Stackt only makes attempts until the payment is successfully processed or the final attempt is completed. Our automated billing system moves on to the next month if the transaction is still declined after multiple tries. Following that, you will be charged a late payment penalty.

Question 12

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

Accepted Answer

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, and a discount may be provided for storage periods over 3 months. If you require early cancellation please note that you may be charged for the difference in case the discount conditions were not met. For any additional requests, please do not hesitate to contact us via one of our customer service channels.

Question 13

Is it safe to pay online?

Accepted Answer

Stackt uses Bank Transfers/Revolut merchandise/GoCardless/Stripe for all storage and moving orders. All online methods are secure and encrypted. Your Stackt subscription is processed automatically on your bill date using the default payment method on file.

Question 14

What happens if I move out before my time commitment is over?

Accepted Answer

We charge storage fees in 4-week cycles. If you move out early:
      
      50% refund, If your items are returned within the first 4 days of the cycle.
      25% refund, If your items are returned within the first 14 days of the cycle.
      
      The refunds are only applicable in the next storage cycle not the first. No refunds are provided after the 14th day of the storage cycle. For any additional requests, please do not hesitate to contact us via one of our customer service channels.

Question 15

What happens if my payment is late?

Accepted Answer

Once your storage subscription is set up, you will be invoiced automatically every 4 weeks. It is your responsibility to ensure payments are made on time. Late payments will incur a penalty charge.

Question 16

What may I be charged extra for?

Accepted Answer

For all moving and storage orders, 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. 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. If the cancellation takes place on the day of the move, you will be charged 100% of the service fee. In addition, you will then need to place a new order and will be charged again for the new services. In case your items do not fit the pre-paid storage unit, you will be automatically upgraded to the appropriate unit that will physically fit all your belongings. If the service delivery takes longer than initially paid for, for reasons outside Stackt control, this may be charged in addition after the services finish.

Question 17

What payment methods do you accept?

Accepted Answer

For all moving and storage orders we accept payments from all major card providers (Debit & Credit Cards): Visa, Mastercard and Maestro. We additionally accept direct bank transfers.

Question 18

What price will I pay after my price plan ends?

Accepted Answer

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.

Question 19

What will be included in my first bill?

Accepted Answer

For moving orders, it would include the full moving service. For storage orders it would include the collection. In addition, you can be billed for other services you have added to your booking such as packing, packaging materials, end-of-tenancy cleaning.
        You will be billed for Storage after your belongings arrive to our facility, and your Storage plan is confirmed.

Question 20

When and who do I need to pay?

Accepted Answer

For the moving service, you will pay for the full service upfront. For the storage service, you will pay for the collection up-front. We will then connect you to an automated direct debit system to be charged automatically for Storage every 4 weeks or every week, depending on the period you plan to store for.

Question 21

When do I start/stop being charged?

Accepted Answer

The payment for storage will be taken every 4th week automatically from the card used to pay for Storage Collection. Once we receive all your items at the storage, we'll send you a confirmation email with the list of items that we have received and charge you for the 1st Storage period. Please be aware that the minimum chargeable storage period is 4 weeks.

Question 22

When does my billing cycle start and end?

Accepted Answer

For the moving orders, you will be billed in-full prior to the services commencing. For storage orders, you will be billed once for the collection and then will be connected to an automated direct debit system to be charged for Storage automatically every 4 weeks or at longer intervals, depending on the desired storage plan and billing period.

Question 23

When will I first be charged for storage?

Accepted Answer

You will be charged upfront for Storage Collection and you will be charged for the first period of Storage  after your belongings arrive at our facility, and your Storage plan is confirmed.

Question 24

Are Stackt movers insured?

Accepted Answer

All of Stackt movers ought to have all legally applicable insurances in place as part of our verification procedure before assigning them to any moving or storage booking.

Question 25

What vetting process do your Stackts movers go through?

Accepted Answer

Stackt movers go through an extensive background check procedure, such as past employment, driver licenses, criminal records, vehicle checks before assigning them to any moving or storage booking.

Question 26

Parking restrictions

Accepted Answer

Please ensure parking for our moving vans within 40 metres of the doorstep. If necessary, secure a permit from the local council. Note that any parking fines incurred during our service are the customer’s responsibility.

Question 27

What equipment will your Stackt movers have?

Accepted Answer

This varies based on the sort of service that each appointment necessarily involves. Before coming to the collection location, our Stackt movers are fully aware of the scope of the work and will be equipped to perform it. We ensure that all Stackt movers have a trolley in place.

Question 28

What vehicles do you have?

Accepted Answer

Our fleet is exclusively composed of Luton vans, ensuring ample space and reliability for your needs.

Pricing, Payment & General Questions