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 — you don't carry anything. 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 within 25 miles of your original collection address.
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.
Where is my stuff actually stored?▼
We have climate-controlled secure facilities near each university city. 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 (70×45×45cm) 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. Use code UNILUG20 for 20% off all packing materials.
What packaging do I need for my items?▼
All items must be stored in official UNILUG boxes — this ensures safe handling and protects your belongings throughout collection, storage, and delivery. We offer Medium boxes (45×40×40cm) at £3.95 and Large boxes (70×45×45cm) at £5.95, both double-walled corrugated cardboard rated up to 25 kg. We also sell packaging tape at £2.75 per roll so everything is sealed securely. You can add boxes and tape directly when booking — and don't forget code UNILUG20 for 20% off all packing materials.
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 and use code UNILUG20 for 20% off.
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 address when booking your return. We deliver anywhere in England and Wales. Deliveries beyond 25 miles from your original collection address are subject to an additional charge, which our team will confirm before processing payment.
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. We take photos of boxes at collection and delivery, so there's a clear record from end to end. In two years of operation we've had zero lost boxes — but 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.
