We've answered the most common ones below. Still stuck? WhatsApp us and a real human will reply.
How does collection work?▼
After you book, you'll get a confirmation with your slot. Our driver arrives in the 2-hour window you chose and loads everything. We'll WhatsApp you when we're 30 minutes away.
What items can I store?▼
Pretty much anything from a student room — clothes, books, bedding, kitchen equipment, bikes, lamps, chairs, desks, mini-fridges. We can't store hazardous materials, perishable food, or illegal items. Not sure? Just WhatsApp us.
Can I access my stuff during storage?▼
We don't offer walk-in access — this keeps costs down and security up. You can request a delivery of your items at any time by booking a return through our website. Delivery is £7.99 per box and £7.99 per suitcase within our London service area.
What if I need to cancel or change my booking?▼
You can cancel or reschedule free of charge up to 48 hours before collection. Inside 48 hours, a £15 rescheduling fee applies. WhatsApp us or use the link in your confirmation email.
Can I cancel my booking before my belongings are collected?▼
You may be able to cancel before collection or before storage begins, subject to the cancellation terms that applied when you booked. Please contact UNILUG as soon as possible so we can confirm whether any collection, administration, or other charges apply.
Can I get a refund if I collect my belongings before my fixed storage period ends?▼
Our discounted plans are priced for the full period you book — the longer the plan, the lower the monthly rate. Because that rate reflects a commitment to the whole term, returning your belongings early does not reduce the price, and the remaining storage charges are normally non-refundable. The standard return-delivery fee (£7.99 per box and £7.99 per suitcase) still applies. This does not affect your statutory rights, or any cancellation rights that apply before collection or before storage begins, and in exceptional circumstances we may offer a refund, credit, or other goodwill solution at our discretion.
Where is my stuff actually stored?▼
We have a secure storage facility in London. Items are in labelled bays sorted by customer. Warehouses are alarmed, CCTV-monitored 24/7, only accessible by authorised staff.
Do you provide packing boxes?▼
Yes! Boxes are available to order and delivered to you before collection day. Medium (45×40×40cm) are £3.95 each and Large (60×45×42cm) are £5.95 each. All boxes are double-walled corrugated cardboard, designed for stacking and transport, with a maximum weight of 25 kg per box. We also supply packaging tape at £2.75 per roll.
What packaging do I need for my items?▼
All boxed items must be packed in UNILUG storage boxes. Our boxes are designed to provide consistent strength and sizing for safe collection, stacking, transport and storage. UNILUG boxes are purchased separately. Medium boxes cost £3.95 and large boxes cost £5.95. Box delivery has no separate delivery charge. Both sizes — Medium (45×40×40cm) and Large (60×45×42cm) — are double-walled corrugated cardboard rated up to 25 kg, delivered before collection day. We also sell packaging tape at £2.75 per roll. Add boxes and tape when booking. Suitcases don't need a box: add suitcase storage separately.
How should I tape and seal my box?▼
Use the H-taping method — it locks all four flaps and is the strongest way to seal a cardboard box. Takes about 2 minutes.
1
Fold & close all four flaps
Short flaps first, then long flaps on top. Make sure the top sits flat before taping.
2
H-Tape the seam
2–3 strips in an H — two down the centre seam, one or two across each end.
3
Press & check
Run your fingers along every tape edge. Give it a shake — nothing should shift.
Need tape? We sell UniLug packing tape for £2.75 a roll — add it when booking.
How far in advance should I book?▼
At least 2 weeks, especially around end-of-term periods (late May, June, early July). Slots fill fast. You can book up to 48 hours before but we can't guarantee your preferred time slot for last-minute bookings.
What if my delivery address has changed?▼
No problem — very common! Simply enter your new London address when booking your return. Return delivery is available to your London address, subject to our service area, Terms and any applicable delivery charges.
What if something gets damaged or lost?▼
Every box is insured up to £110 throughout collection, storage, and delivery — included as standard, no extra cost. If something goes wrong, WhatsApp us immediately and we'll open a claim. Every item is barcoded and recorded through collection, storage and return, and we photograph boxes at collection and delivery — so there's a clear record from end to end. To date we've had zero lost boxes, and the cover is there for your peace of mind.
What if I miss my collection slot?▼
WhatsApp us as soon as you know — we'll do our best to rearrange on the same day if our driver is still in your area. If we can't, we'll reschedule free of charge provided it's more than 48 hours before your original slot. Inside 48 hours a £15 rescheduling fee applies. We'll always WhatsApp you 30 minutes before arrival, so you'll have warning.
Do I need to be home for collection?▼
You or someone you trust needs to be present to hand over your boxes — we can't collect unattended items for security reasons. A flatmate or friend is absolutely fine. We'll WhatsApp you 30 minutes before arrival so you know exactly when we're coming.
What if I need more boxes than I ordered?▼
Just WhatsApp us before your collection day and we'll add boxes to your order. If you realise on the day, let the driver know — they carry spare boxes and can add them on the spot, subject to availability. Extra boxes are charged at the same rate as your original plan.
What if I order more boxes than I end up using?▼
Not a problem. UNILUG boxes are purchased and are non-refundable, so any unused boxes are yours to keep. However, storage is only charged for the boxes we actually collect and store. If you prepaid storage for more boxes than you use, we'll adjust your booking and refund the applicable unused storage charge.
