About « e-Storage»

• What is « e‑Storage » ?

  e‑Storage is a flexible storage solution to fit your needs. All managed from the palm of your hand.  e-Storage provides different service levels.
  
  The Basic plan is for our customers that prefer to drop-off and collect their belongings themselves.
  
  Our Classic plan includes 4 fully serviced movements per year. Our Business plan includes 12 fully serviced movements in or out of storage.
  
  For our Classic and Business plan customers, we take care of everything. Our teams come to your home and start with preparing a detailed digital inventory with supporting photos. Then they pack your belongings, transport them back to our warehouse for storage, keeping them safe, secure, and ready to deliver what you need when you need it.
  
  Thanks to the photos and detailed descriptions you can easily manage your storage online and order a delivery or a collection. No more clambering across dusty floors to access the box at the back. You choose what you want from store, Christmas decorations, skis, winter/summer clothes, and we deliver it back to you

• What are the benefits of using « e‑Storage » ?

  e‑Storage makes your life simpler; no need to think about the amount of space you need to hire, our storage capacity is completely flexible and allows you to save by paying only for the volume you use.
  
  e‑Storage provides you with a detailed inventory and photos of your stored items that you can access 24/7 on our website, giving you full control over your storage. You can arrange movements to and from your storage through your laptop, tablet or phone.
  
  We offer a ventilated, dry and clean storage space which is equipped with intrusion and fire alarm and under permanent CCTV video surveillance.
  
  No need to worry about how to access the cellar or rented space, no need to worry about boxes and transportation. e-Storage comes to your home to pack, collect and deliver your belongings.

• What security procedures are in place at « e‑Storage » ?

  Safety and security are at the heart of our relationship. It all starts with our teams of experienced and qualified staff who know their work and have undergone background checks. They apply their skills, use their experience to pack, protect, handle and transport your goods and act with the utmost care.
  
  Your goods are stored in our warehouses, which are under 24/7 CCTV video surveillance and monitored with the most up to date security systems.

• What geographic area do you cover?

  Today we cover the Greater London area. If you live outside of these areas and would like to use our services, don’t hesitate to contact us for a personalised quoted.

Storage

• Can you provide me with plastic crates to store my belongings?

  We prefer to store your belongings in cartons to ensure the longevity of your goods. Plastic crates are tightly closed and don’t allow their content to breathe and adapt to fluctuations in temperature as well. We can help you with cartons instead of plastic boxes.

• Can I visit the warehouse?

  e‑Storage offers a comprehensive service with our Classic and Business plans. They include collection and delivery, so no need to ever again approach a storage centre.
  
  Our Basic plan customers are, of course, welcome to drop-off and collect their belongings at our warehouse.

• Can I retrieve my belongings stored directly at the e‑Storage warehouse?

  Absolutely. However our Classic and Business plans offer a full service so that you do not need to approach a self-storage centre. e-Storage does all the work for you.

• How is my volume in storage calculated?

  e‑Storage calculates the volume considering the "empty" space, for example you store a table and three cartons. Provided the three boxes fit underneath the table, your volume will not exceed the volume taken by the table.

• Can you store my suitcases?

  Yes, we can store your empty or filled suitcases. If you are a frequent traveller, we can ensure the collection and delivery of your bags to the hotel of your choice.

• Can you store clothes?

  Yes, our crew can also offer you "wardrobe" cartons  where your clothes can be kept hanging. Thanks to your online inventory you can see at any time what clothes are stored at e‑Storage and request their delivery.
  
  For furs and haute couture items we can offer temperature and humidity-controlled storage conditions to keep them in the best possible shape.

• Can you store wine?

  Yes, and we can also offer you to store your wine in "wine cellar" conditions, under permanent temperature and humidity control.

• Can I store works of art?

  Yes, without problems. We can even offer you to store your most precious works of art in an environment that is temperature and humidity controlled in order to preserve them in optimal conditions.

• What can I store?

  Everything, or almost everything you would keep in your cellar or garage with some exceptions (no food, perishable products and chemicals) and provided it is legal; we cannot accept weapons, explosives, drugs and other illegal substances.

• Where are my belongings stored?

  e‑Storage offers you a ventilated, dry and clean storage space which is equipped with intrusion and fire alarm and is under permanent video surveillance. You can rest assured that your belongings are safe.

Insurance

• How to subscribe the incremental insurance cover?

  You can take out additional insurance at any time from your dashboard, once the amount subscribed updated it is important to allocate the value of the insurance purchased to the various items stored for optimal cover. Without you doing the allocation the insurance company will allocate the amount of insurance cover equally across the items stored.

• What are the guaranties of the additional insurance?

  The insurance offered by e‑Storage guarantees you a compensation based on the real value of your goods in the event a breakage, a damage or a deterioration should occur during handling, transportation or storage. To benefit from this additional cover, you must purchase the insurance from the start and allocate the insured amount ​​to the various items stored to allow us to transmit the correct information to our insurer. In the event of a claim, the insurance company will conduct a thorough study of the nature of the claim and the documents justifying the declared value before proposing compensation. e‑Storage is in no way decision-maker or responsible for the compensation.

• Are my belongings insured?

  Without the incremental insurance your belongings are covered for a maximum value of £30 per storage reference against theft and fire only during transportation and storage.
  
  We advise you to insure your goods for their actual value against the handling risks and any other risk related to storage.
  
  e‑Storage can organize an additional insurance provided an insurance premium of 0.40% per month of the indicated value, this includes Insurance Premium Tax.

• What is e-Storage’ s liability?

  e-Storage accepts no liability for any damage that results directly or indirectly from the handling of the items stored. Firstly, the price of our services is independent of the value of the items handled and stored; our prices are identical for the packing and the storage of a painting of value than for a photo of the same size. In addition, we often deal with objects that are not new and that may carry hidden defects, for example plastic is being weakened by its exposure to the sun.

Other questions

• An emergency - Can you deliver within 24 hours or, if needed, the same day?

  Ideally we require a minimum of 2 business days to arrange any delivery, we will however do all we can to meet any limited time request you may have. Such emergency deliveries are however subject to an extra fee.

  
  
  
  

  
  

• Can you help me to transport my belongings locally or internationally?

  We work with specialized partners in this field and can help you organize a transport of your personal belongings all over the world.

• A new address, a new phone number? How do I update my contact details?

  It's easy, login to the application and choose "Manage account" on the main menu. Alternatively,  through the website and the "Manage my account" option at the top right of your dashboard.

How we operate

• Are my goods insured?

  As our prices are independent of the value of the goods stored, your goods stored are insured against theft and fire for a maximum value of £30 per box.
  
  We recommend you take out additional protection for your stored belongings, see also "Insurance" below.

• Do you offer short term storage?

  Yes, we can help you with short term storage. Contact us for a price.

• The process, step by step

  For our Classic and Business plans:
  

  
  
  1. Registration - Register on our website or through the e-storage app to request your free quote. Upon acceptance you will receive an invitation to join e‑Storage and to order your first pickup. Don’t hesitate to contact our staff by phone or chat for any question.
  
  
  2. First pick-up - once you have accepted our quote, we will contact you to update address details and to arrange the date and time of the first pickup.
  
  
  3. Inventory - before proceeding with packaging our team will take pictures and will make a detailed description of what they are packing.
  
  
  4. Packing - once the inventory is complete, our team will pack your items using professional packing materials, then each carton or item will be provided with its own QR-code that allows us to trace it throughout the storage period.
  
  
  5. Loading, transportation and storage - our team will load all your belongings and give you an inventory as proof of removal. This will be followed by an email with a detailed inventory of what we packed and loaded. Thanks to the QR-code we can identify at any time where your goods are and follow them until the arrival in our storage.
  
  
  6. Management - thanks to our digital platform you stay in control of what is stored, and you can request a delivery (or an additional pickup).
  
  
  7. Delivery - We will confirm by email the items you have identified for delivery, and thanks to the barcodes we can guarantee that what we deliver is what you requested us to deliver.
  
  

  
  For our Basic plan:
  

  
  
  1. Registration - Register on our website or through the e-storage app to request your free quote. Upon acceptance you will receive an invitation to join e‑Storage.
  
  
  2. We recommend you to add items to your catalogue before dropping them off for storage. You can easily add pictures and descriptions of the items you want to store via the e-Storage app.
  
  
  3. You are welcome to drop-off your items during our openings hours, standard from 8 to 5 every weekday or upon appointment. We appreciate it when customers inform us of their visit so we can prepare labels ahead of their arrival.
  
  
  4. You manage your items on-line or through the application.
  
  
  5. Instead of ordering a delivery, you order your items for a collection at our warehouse.
  
  

• How does the « e‑Storage » application and website work?

  Once you have accepted our quote you will receive an invitation to register through the application or website. During the registration process you register your credentials to the application, which allow you to access your storage dashboard and inventory 24/7.

  
  

  Once connected to the application your homepage is the dashboard where you have an immediate overview of your storage, including volume, number of movements, insurance and billing. From this dashboard it's easy to order a delivery or pickup.

  
  

  Your digital inventory is displayed, either by date or by category you have defined. In one click you access details and photos or order a delivery. You are in control of your storage.

  
  

  Want to see how it works? Click here for our video on YouTube

  
  
  
  

  
  

• The Basic, Classic or Business plan. Which option is the right one for me?

  The Basic plan is for our customers that prefer to drop-off and collect their belongings themselves.
  
  The Classic plan includes 4 fully serviced movements per year.   The Business plan includes 12 fully serviced movements in or out of storage.
  
  For our Classic and Business plan customers, our teams come to your home and start with preparing a detailed digital inventory with supporting photos. Then they pack your belongings, transport them back to our warehouse for storage, keeping them safe, secure, and ready to deliver what you need when you need it.
  
  We will offer you an initial choice when subscribing, with prices based on a minimum contract length of one year. You can upgrade at any time through the app or from your dashboard.
  
  Are you looking for storage for a shorter storage period? You would like an extra service before delivery? Talk to our staff, they are here to help you.

The extra services

• Can you help me sell my belongings?

  Once you have found a buyer for your goods, we can arrange the shipment of the stored items to the buyer subject to the payment of handling charges and the cost of shipping.

• Can you help me get rid of some stored items?

  We can help you give some items and clothes in good condition that you no longer use to those who need it most. Other items we can bring to the dump, subject to the payment of handling fees and waste disposal charges.

• Can you help me to dispose of items?

  Upon delivery we take back used cartons. If necessary, we can also help you to dump some items subject to the payment of handling fees and waste disposal charges.

• Can I receive packages directly at e‑Storage?

  We can receive packages for you, add them to your storage and subsequently deliver them according to your needs.

The Financial stuff

• What happens when I exceed the number of movements included in my storage plan?

  One of our advisors will help you and suggest you either upgrade to the higher number of movements or will charge the extra movement as an additional service.

• What happens when the volume of my stored items changes?

  Any change in volume resulting from an entry in or delivery out of storage will be effective from the following month onwards only.

• Can I change the direct debit payment date?

  Yes, you can freely choose the date of the next direct debit payment in your account details. By default, the payment date is the 5th of each month.

• How does the billing work?

  The month you sign-up is always free.
  
  We invoice a first time after the month after your first entry into storage, then we bill at the end of each month for storage and insurance for the coming month.
  
  Any change (volume, number of movements, amount insured) is effective from the first of the month following the change.

• What payment methods do you accept?

  We only accept payments via direct debit, this allows us to maintain a lower price and reflects our long-term relationship.
  
  Once you signed up to the e‑Storage service we will invite you to accept our direct debit mandate.

• When are the volume and the price updated?

  As soon as a movement in or out of storage is completed you will see its impact on the stored volume on your dashboard. The resulting change in tariff will be effective from the following month only.

• What is included in the price?

  Our Basic plan includes the cost for storage and 24/7 access to your catalogue of items. It includes the handling in an out of our warehouse, provided a minimum of 2 working days notice is given.

  
  

  Our Classic and Business plan prices include the material needed for professional packing of your goods, 24/7 access to your digital inventory, handling, transportation and storage; all this according to the number of movements chosen and provided a minimum of 2 working days notice is given.

  
  

  Emergency deliveries out of storage are subject to an additional fee depending on the speed required.

  
  

  Our prices don’t include dismantling and assembling furniture or other large items. However, we would be happy to provide you with a tailored quote for this service.

  
  
  
  

  
  

• How does the pricing work?

  Pricing consists of two elements, the volume stored and the number of movements per year included in the storage plan.
  
  Our Basic plan customers' monthly price is based on storage only. Our Classic plan customers pay extra to include 4 annual movements in or out of storage. For our Business plan customers, this increases to include 12 annual movements.
  
  This seems complicated or does not correspond to your wishes? Contact our advisors, they are here to help you.

The Movements

• When is the movement counter reset to « zero »?

  The movement counter is reset every year to zero on the anniversary of the first collection done under the Classic or Business plan option.

• Can I order an additional movement?

  Yes, you can easily buy an extra collection or delivery. Contact us and we’ll organize this collection or delivery for you.

• Can I change the number of movements chosen?

  At any time, you can increase the number of movements chosen from your dashboard on our application.

• How to cancel or modify a collection or delivery?

  From your dashboard you can change the schedules of any collection or delivery up to two business days before the collection or delivery without penalties.

• What happens when I am not at home?

  Unfortunately, we cannot deliver without someone receiving and signing for the delivery of your belongings. We can however deliver to a neighbour or to your concierge to facilitate delivery if you instruct us to do so.

• How to organise a delivery?

  It's easy, you select the items you want us to deliver on the e-Storage application or from your online account and we’ll be in contact to arrange the delivery according to your wishes. We can also deliver in the evening or on Saturdays, no need to take a day off to receive your belongings.

• Can I pack my own cartons when on the Classic or Business plan?

  Our crews are there to help you, but nothing prevents you from preparing some boxes before their arrival. We however ask you to leave the boxes open so that our crew can photograph their content to complete your inventory on our digital platform. We recommend you to make the most of the e-Storage app and to create the items with pictures and descriptions on the app ahead of the collection or advise you to prepare a list with the content per box for us to complete your online inventory.
  
  When packing your own boxes, it is important not to leave any empty space in the boxes. Fill the voids with crumpled newspaper, this prevents the contents from moving during transport and limits the risk of breakage. For fragile items, put a layer of crumpled paper at the bottom of the carton to help with shock absorption.
  
  It goes without saying that we cannot guarantee the quality of the packing and accept no liability for any handling damage.

• How are my belongings packed?

  Our teams use quality boxes, suitable for storage. Depending on their fragility your goods are first packed with white or acid free paper for maximum protection. We don’t use plastic crates to allow your belongings to breathe during the time they are stored.
  
  Larger objects and furniture are wrapped in blankets or covers for optimal protection during handling, transportation and storage

• What should I prepare for a collection?

  Nothing - just know what you want our crew to pack and store for you. Our crew will bring cartons and professional packing materials as required; all you need to do is to identify the items to be packed and collected.
  
  If you have furniture or other large objects you can gain in storage volume by dismounting them before the arrival of our crew. If you wish, our crew can help you dismantling, the price is £ 15 per quarter of an hour started.

• How to organise a collection?

  For your first collection, register on our website or through the e-Storage application. Don’t hesitate to contact our friendly staff members for any question. Any further collection can easily be organised from your account. Our staff will then contact you to confirm the date and time slot.

• What constitutes a movement?

  A movement is either a collection or a delivery, without volume restriction. A collection can be combined with a delivery and will only count for one movement in your plan.
  
  Each movement includes the time to prepare a detailed inventory with supporting photos and the materials needed for professional packaging.