Got Questions?

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.

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.

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.

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.

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.

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.

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.

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.

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.

Term Break (1 month) is £12.10/box/month. Summer (3 months, most popular) is £7.25/box/month. Year Away (5–12 months) is £5.95/box/month. Delivery back is £7.99/box. No hidden fees — what you see is what you pay.

Yes — UniLug has a 2-month plan at £9.65 per box per month (£19.30 per box total), ideal between tenancies or for an eight-week trip home. See two-month student storage in London for a full worked example. Durations run from 1 to 12 months, and prices are always charged per box per month.

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.

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.

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.

Yes. WhatsApp us before your storage period ends. What you already paid stays as it is — an extension is a separate charge for the extra time only. It is priced per box per month based on the plan you originally booked (1 month → £9.65, 2 months → £7.25, 3 months → £6.70, 4+ months → £5.95), plus £6.95 per suitcase per month. Part months are charged in whole weeks — 1–7 days is a quarter of the monthly rate, 8–14 a half, 15–21 three quarters, and 22 days or more the full month. We never re-charge the £5.95 suitcase handling fee, and return delivery is still booked separately. Booked before 29 August 2026? Your extensions stay on the older rule you agreed to — the rate for your new total duration.

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.

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 (70×45×45cm) — are double-walled corrugated cardboard rated up to 25 kg, delivered before collection day. Suitcases don't need a box: add suitcase storage separately.

Use the H-taping method — it locks all four flaps and is the strongest way to seal a cardboard box. Fold and close all four flaps (short first, then long). Run tape down the centre seam, then one strip across each end to form an H. Press firmly along every edge. Need tape? We sell Unilug packing tape for £2.75 a roll — add it when booking.

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.

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.