Frequently Asked Questions
Questions and Answers from the Urban Spaceman
We like to think we’ve covered any questions and answers that you may have, with those itemised below.
But if you’re still scratching your head, just call us on 01483 200313, and we’ll be happy to help with any queries that you might have concerning your order.
- Place your order - we can only accept orders made through our website using this link: https://www.urbanspacemanstorage.net/client-area/ (Orders must be placed by the latest 12pm the working day before delivery)
- We send you a card payment link for the first month’s storage and confirmation of your details. We will also give you a 1US#### account number, please tell us this if you need to contact us
- You need to pay the link at the latest by 3pm the working day before the delivery of your flat pack boxes
- We deliver your flat pack boxes on the date you requested (unless you didn’t need our boxes)
- We collect your items along with any unused flat pack boxes on the date you requested
- We refund any unused flat pack boxes (as long as they are not damaged)
- We set up a monthly storage charge for what we have collected, starting 1 month after the date we collect
- You let us know, at least 3 working days before, where and when you want your items back
- We send you a link to pay the retrieval charge
- You need to pay that link at the latest by 3pm the working day before the delivery of your items
Sorry but we are not able to reserve timeslots for delivery or collection.
Our delivery times are from 9am to 4pm. Someone needs to wait for us to arrive from 9am. Usually we will be there in the morning, occasionally we may arrive in the afternoon, but always before 4pm.
We provide a free roll of tape with each order, and we can supply bubble wrap at a cost of £1.15 per metre.
If you are not sure how many of our boxes you need, you should order a couple extra and then return any unused boxes undamaged, and we will refund you.
Yes you can but you need to give us at least 2 working days’ notice via email or the website.
1. You let us know, at least 3 working days before, where and when you want your items back
2. We send you a link to pay the retrieval charge
3. You need to pay that link at the latest by 3pm the working day before the delivery of your items
If your payment has been declined it is usually because the address information has been entered incorrectly. Please be sure that you have the put the address that the card is registered at, which is where you lived when you ordered the card (this may not be your current address). It is usually the address the bank sends your statements and other mail to.
Sometimes if a payment is declined it will appear in your banking app that the money has been taken, however what has happened is that your bank has reserved this money, and it will go back in a few days. Please be assured that we have not received this money, and that if you receive an email saying that the payment has been declined your payment has not worked and that we require payment in order to deliver and collect your items.
Please try and make sure you have the correct address and other details and try again. If you are still having problems, you can phone us on 01483 200313 and we can try to help you.
Standard Box: 400mm long x 345mm wide x 275mm high
Large Box: 457mm long x 457mm wide x 508mm high
Wardrobe Box – with Hanging Rail: 508mm long x 305mm wide x 1065mm high
Yes you can, we will charge you up any matching dimension of our boxes.
Yes, boxes must not exceed 23kg in weight. It is very important that our drivers are not endangering their health by lifting boxes that are too heavy. Remember - if you can’t lift it, then it is too heavy for our drivers. If our drivers are forced to collect a box that exceeds the weight limit then there will be a £15 extra charge for that box and your boxes may split into new boxes which you will be charged montly for.
If you are moving to a different city or location when you return from your holiday there will be an extra charge from our private courier. We can give you a quote beforehand, but we need to know the size and number of your items and the full address and postcode of where you want your items delivered. You may arrange for a courier of your own choice to collect from our warehouse in Surrey if you wish.
Sorry we are not able to do that. We will need to collect your items the day after we deliver your flat pack boxes at the earliest.
Standard Box: £2.99 per box per month
Large Box: £4.49 per box per month
Wardrobe Box – with Hanging Rail: £7.99 per box per month
Suitcase (any size): £7.99
TV (Any Size): £7.99
Bubble wrap: £1.15 per metre
Other items: Please ask.
Payment can only be made by card using our payment links which we will send you by email.
Payment is on a “per month or part thereof” basis. This means that payment is split up into months starting on the day we collected your items. So if you store your items for one month and 1 day, this will cost 2 months storage.
The date is also important. For example, if we collect on the 24th of the month, then in order to avoid another month’s storage charge you would need to request your items be delivered on the 23rd of another month. If we store your items from the 24th of one month to the 24th of the next month, this is charged for 2 months.
Each item has a retrieval charge which is a one-off payment of £8.26 per item payable on the last month of storage.
Delivery of flat pack boxes, collection of your items, and delivery back of your items are all free of charge within 10 miles of your university.
Our boxes are supplied free of charge; (if you want to buy them and not use our storage facility you can - for the cost of 1 month’s storage for that box).
A roll of packing tape is supplied free of charge with every order.
Every box you store with the Urban Spaceman is insured against damage to the value of £100 in transit and in storage free of charge. (Unpackaged items such as TVs are not insured and you will need to sign a waiver form)
Your items are VERY safe and secure. Our storage facilities are modern and fully alarmed. Every box you store with the Urban Spaceman is covered free of charge to the value of £100 in transit and in storage.
As long as you like. You are charged on a month by month basis, simply give us 3 working days’ notice and we will return your items to you.
We can store most of the things that you need us to, including some small furniture. Things like guitars, electronic keyboards, clothes drying racks, mirrors, small heaters, etc. The price will depend on size, and you will need to confirm the price with us, but generally, tall, long or awkward items will cost £8.98 per month, and smaller items will cost £6.98 per month.
We are not able to store dangerous or flammable things such as large batteries or alcohol.
Please return your unused boxes in the same condition that you received them and we will give you a refund.
We will also adjust your monthly payment so that you are only charged for the boxes you store.
Sorry but our drivers are not insured to enter any buildings. We are not permitted to enter your house, or accommodation building.
If you are booking a Doorstep Collection or Dropoff, we will attempt to collect/deliver to your doorstep whether that be your Front door or your Room door, when required you may need to meet us to let us into the building and if we are unable to reach your Door for any reason, we will leave the items within an agreed safe place such as a Reception, No refunds will be given in these cases if all has been done to reach the agreed meeting point.
*Please note in busy periods next day delivery may differ (please refer to section 2.3 in the terms and conditions).
If you advise us of your return date at the time of booking your first collection, we will do our utmost to return your boxes on your requested date. Failure in supplying this information will mean your boxes will be returned within 5 working days.
** Delivery is Free within 10 miles of your university campus.