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Drivers hours: Mon-Sun: 6am - 10pm
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Removals FAQ

Most Frequently Asked Question

Vans Equipment

What equipment are you using during the move?

All our vans are equipped with trolleys, blankets, straps, bungee cords, tracking, sat-nav.

Vans Sizes

What size of van will I get?

You will get the van size which you have selected on the booking form. You will never get a smaller van to what you have asked for. Sometimes we can send a larger van, but we will allow the cargo space to match the van you ordered unless you want to change the size of the van to order a larger loading space.

What is the suitable van size for me?

We offer 5 different sizes of vans, which allows us to adapt to the needs of our customers. Check the offered sizes and choose the right van size for the size of your move.
Make sure you choose the right size van for your items. Check the dimensions of the loading part of our vans we offer on our website. CHECK OUR VAN SIZES and choose right van size for your move and do not overpay for unused space in the van.

Helpers

How many helpers will I get?

If you order one helper, it means that the driver assists with loading and unloading. Please consider ordering two helpers if the items you transport are too heavy or too large to carry, or there are more than 2 floors without a lift.
Please consider that when ordering one helper, where there are large and heavy objects and the client wants to help in carrying, our staff has the right to refuse to carry with the client for the safety reason of the customer and our staff.
When you order one helper, we can send 2 people, but only one helper will assist in loading according to the order, unless you want to order an additional helper.

Quotation

What if i need 2 vans or more men?

If you need 2 vans then you need to place 2 individual orders.
With one van you can have up to 2 men to help.

What if I need additional load?

The booking price includes one full load of requested van size (from point A to B or A - B - C - D - E…), if more than one load of full van is required, then for each additional load we charge an additional fee (equivalent to one hour on top of the price) plus distance and time if the move takes longer.

What if the job will take longer?

If the order exceeds the ordered time, we charge fees in 30-minute blocks, however, whether we can stay longer depends on how much time we have to reach the next client. Therefore, we ask you to estimate the loading and unloading time as accurately as possible and do not underestimate the time needed for moving.

What is included in price?

By filling a quotation form you’ll see all factors affecting the price based on the selection you are doing on the quotation form.
The online quote is influenced by: van size, number of helpers, distance (if the distance does not exceed 10 miles we do not charge for the distance, if the distance exceeds 10 miles we charge for the full distance £1.5 per mile), the number of floors if there is no elevator in the building, toll zone in Central London - Congestion Charge Zone and Ultra Low Emission Zone (if one of the addresses is in the toll zone).

How do i get a quote for my move?

By filling a QUOTATION FORM on our website you'll immediately see a detailed quote online on our website showing the costs for all factors affecting the price based on the selection you are doing on the form, and your quote will be also sent to the email address you provided on the form with your reference number, which you can use to contact to discuss.

Booking

How many men will I need?

Please, consider to select at least 2 men if there are heavy and/or large items that need to be moved.

When I will get my booking confirmation?

If you place your order within our office working hours, we will verify all details and we will send you an Email and Text Message (SMS on your mobile) confirmation within 15-30 minutes.
If you have placed an order after working hours, please expect your confirmation to be sent to you the next day.
If you didn't receive your confirmation email and text, please contact our office urgently.
You can also check your ORDER STATUS here.

Why book online?

Online booking is easier and faster. Online booking also helps to avoid any mistakes rather than providing all contact and address details through the phone.
After you place your order you will get instant an email from our server confirming your request with details you provided on our website. So you can double check if all details you provided are correct. BOOK ONLINE here

Furniture Assembly

Do you help with furniture assembly and disassembly?

If you need help with furniture assembly and disassembly service, of course we will help. Remember to estimate the time needed to furniture assembly and disassembly as accurately as possible and to include this time when making a quote and booking form on our website.

How much do you charge for furniture assembly / disassembly service?

If you need only furniture dismantle & assemble service please check our hourly rates for furniture dismantle & assemble service by clicking the link FURNITURE ASSEMBLY.

What if the furniture assembly / disassembly time will take longer?

If the order exceeds the ordered time, we charge fees in 30-minute blocks, however, whether we can stay longer depends on how much time we have to reach the next client. Therefore, we ask you to estimate the furniture dismantle & assemble time as accurately as possible and do not underestimate the time needed.

What affect the price of furniture assembly and disassembly?

Assembling / disassembling furniture price is influenced by the number of packers and number of hours required.

What is minimum charge?

Minimum charge for one fitter is 2 hours.
Minimum charge for two fitters is 3 hours.

What will be the charge if I need furniture assembly and disassembly?

If you need help with furniture assembly and disassembly service during the move, the same hourly rate will still apply as for moving service. Remember to estimate the time needed for furniture assembly and disassembly service as accurately as possible and to include this time when on booking form on our website (do not underestimate the time needed for furniture assembly and disassembly service as how much longer we can stay depends on how much time we have to reach the next client).

Cancelation

What if my booking has been cancelled but after I’ve made the payment?

If you have paid after the booking has been cancelled then your payment will be refunded and you will need to do new booking.

When I should cancel my booking?

Remember that by canceling the order at least 48 hours in advance from the date of moving you get a full refund, otherwise if you inform us in less than 48 hours there is a cancellation fee (cancellation fee = 30% of the total price of your move).

Why my booking has been cancelled?

Your booking can be cancelled due to lack of the deposit payment or due to availability.

How do I cancel my booking?

To cancel an order please use our CONTACT FORM on our website or Text your cancellation request including your ref. number. Please let us know at least 48 hours before your day moves otherwise cancellation fee will apply.

Payments

Will I pay for extra pickup /drop off?

If you need to collect something on the way or do extra Pickup/Drop off please include these addresses on the booking form, so all charges will be included in the price.
The booking price includes one full load of requested van size (from point A to B or A - B - C - D - E…), if more than one load of full van is required, then for each additional load we charge an additional fee (equivalent to one hour on top of the price) plus distance and time if the move takes longer.

When I should pay remaining balance?

Remember to settle your payment before unloading the van, because late payments will delay unloading, which can increase the total working time you pay for. Working time is counted from the arrival of the driver/the start of the move to the end of unloading/the end of work.

How do I pay for extra time if job takes longer?

If the job takes longer, the price is updated by the driver and the customer gets updates with a link to make the payment - via SMS and email or you can use the link to pay the remaining balance payment through the booking confirmation email you received earlier or by cash to the driver.

How do i pay remaining balance?

If you paid a 30% deposit you can pay the remaining balance payment through the booking confirmation email you received earlier or by cash to the driver. Our drivers don't accept Card payments. If you have selected payment "By cash to the driver on the day" please note that you need to pay before unloading.

Why I need to pay deposit payment?

Please note when you book online we require at least 30% deposit or full payment, to confirm your reservation. If we do not receive a 30% deposit payment or the full amount, we will not be able to confirm your reservation.

What payments method do you accept?

We accept payment methods such as Card Payments (online only), Cash, Bank transfers.

Is there a charge for travelling in the van?

We do not charge you, if you want to travel in a van from the place where you are moving from to the destination of your move. Only one passenger can travel in a van only if there is a passenger seat available in the van. If you want to travel in a van, please indicate this when booking. However please note that we cannot guarantee that there will always be room for a passenger, as we are not a company transporting customers but customers property, so please arrange alternative transport for yourself in case.

Do I pay more for services at the weekend?

No, we do not charge more on the weekends. We have the same rates throughout the whole week.

What is the flooring charge?

If there is no elevator in operation in the place you are moving from or moving into, we charge floor fees (£ 5 / hour for each floor per person), if there is an elevator we do not charge such a fee. To avoid these costs, you can take all your items to the ground floor and then you don't have to pay for the floors.

Insurance

Are my goods insured?

We have Public & Employees Liability insurance up to £ 1,000,000.
All our vans have Goods In Transit insurance up to £ 10,000. On our site you choose the amount you want to insure your property.
The "Goods In Transit" insurance is only valid if you complete the INVENTORY LIST form or provide your Inventory List and items are prepared and protected for the move.
We advise against participation and removal assistance. If family or friends are involved in moving house, we cannot take responsibility for any damage caused during the move.

What is the inventory list?

The list of all items you transport and their value

What if I need higher insurance?

It is the customer's responsibility to arrange additional insurance on their own if insurance is required for a higher amount than we offer.

When my insurance is valid?

The "Goods In Transit" insurance is only valid if you complete the INVENTORY LIST form or provide your INVENTORY LIST and all items are protected properly for the transport.

Do I need to protect my items?

If you do not need a packaging service, make sure that you secure and prepare everything for transport to avoid damage.
Our insurer will not cover any losses if your property was unsecured or improperly secured and not prepared for transport, and the customer's wish was not to secure the property in order to save on time and on moving costs.

What if I notice any damage?

If you notice any damage, please contact our office before the end of our team's work and before they leave, so we can verify the damage for insurance purposes. Remember that if you do not report damage before our team leaves, we are not responsible for any damage.

Packing

Do you help with packing?

If you need help with packing / unpacking personal items, of course we will help. Remember to estimate the time needed to pack / unpack the property as accurately as possible and to include this time when making a quote and booking form on our website.

How much do you charge for packing service?

If you need only packing service please check our hourly rates for packing service by clicking the link PACKING SERVICE.

What if the packing time will take longer?

If the order exceeds the ordered time, we charge fees in 30-minute blocks, however, whether we can stay longer depends on how much time we have to reach the next client. Therefore, we ask you to estimate the packing and unpacking time as accurately as possible and do not underestimate the time needed.

What affect the price of packing service?

Packing service price is influenced by the number of packers and number of hours required.

What is minimum charge?

Minimum charge for one packer is 2 hours.
Minimum charge for two packers is 3 hours.

What will be the charge if I need packing and moving service?

If you need help packing service during the move, the same hourly rate will still apply as for moving service. Remember to estimate the time needed for packing / unpacking the property as accurately as possible and to include this time when making a quote and booking form on our website (do not underestimate the time needed for packing/unpacking as how much longer we can stay depends on how much time we have to reach the next client).

Is there a weight limit if i pack my boxes on my own?

If you are packing boxes on your own please do not overload the cardboard boxes and make the weight not heavier than 20-25 kg, if the cardboard boxes are overloaded, our team has the right to ask you to repack the boxes.

Amendments

How can I amend my booking details?

If you have already booked the service on our website and want to make changes to your order, please inform us via CONTACT FORM on our website or SMS ( including tour order number ) or Call our office during open hours.
Please DO NOT leave information about changing your order details on our voicemail, as this form will not be accepted by us.

How can I amend my quote details?

If you want to amend your quotation details, such as changing the date, time, van size, number of helpers or addresses, you need to make a new quote on our website, as we can’t do any changes in your quotation.

Can I amend my booking?

Yes, but you will need to contact us at least 48 hours before the arranged date and time, to make any changes. This is also subject to availability.

Packaging Materials

Can I get packaging materials?

Remember, if you need Packing Materials, please order them separately on our website.

Are packaging materials included in moving price?

Please order Packaging Materials separately on our website, as they are not included in the price.

Do you deliver packaging materials?

By ordering "PACKAGING MATERIALS" on our website, we offer free delivery within 24-48 hours * (delivery from Monday to Friday).

How much do you charge for packaging materials?

Please find prices for PACKAGING MATERIALS we provide on our website.

Can you bring packaging materials on the day of the move?

If you need a packaging service and you want Packing Materials to be delivered on the day of your move, and you are not sure how many Packing Materials you will need, you can overestimate your order without making the payment, because on the day of your move you’ll be charged only for the amount of used Packing Materials.

Parking

Do I have to arrange a parking space?

Yes. Our customers are obligated to arrange parking space for our Van. To find out more details about how to arrange parking permits please click here. PARKING PERMIT

Will you arrange parking permits?

To find out more details about how to arrange parking permits please click here. PARKING PERMIT
We can provide vehicle details up to 48 hours before the date of service. If you don't provide a parking permit then you are obligated to pay a Penalty Charge Notice in advance ( £65 + VAT ) to our driver before we start the job. We will refund your money back if we don't get a Penalty Charge Notice by letter within 6 weeks. However if we get a Penalty Charge Notice ticket we will send you a copy of it as proof and the money will not be refunded.

Order Status

How can i check my order status?

To make sure that your order has been accepted or to check the status of your order, use the tools on our website ORDER STATUS by entering your order number and the same email address you provided when you booked our service.

Delays

Do you expect delays?

We do our best to be always on time, but we ask for tolerance of 1-2 hours in the event of any traffic jams or delays that we have no influence on.

Contact

How I can contact you?

If you need to contact us about the current order CALL or send an SMS enclosing your order number and inquiry on 07912604743 or please use the CONTACT FORM on our website.

Do you offer discounts if you are late?

Yes. We offer discounts for delays if we are late more than one hour.
If we are late more than one hour up to 2 hours we offer 20% discount
If we are 3 hours late we offer a 30% discount.

Other Questions

Can I move at the weekend?

Yes, our drivers operate 7 days a week from 7am till 10pm. We do not charge extra on the weekend as our competitors. Same rates all week!

Do you charge for petrol?

Yes. Fuel charges for the route are included in the price.

Do you charge for the route when you travel to the job?

Our clients do not cover the cost of our travel to the customer's address, nor do they cover the cost of return.

Will you carry items up to the 5th floor or above?

No. Please note that we provide our services up to the fourth floor if there is no elevator and charge for flooring is included in price when you select on the booking form.

When do you start to charge?

Working time is counted from the time we start work (arrival) to time we finish the work.

Do you charge for mileage?

If the distance does not exceed 10 miles, we do not charge for the distance, if the distance exceeds 10 miles, we will charge for the full distance of £ 1.5 / mile. (The routes will be made according to the recommendations of our Sat-Nav, unless you request a specific route)

What is not included in price?

Parking fees, fines, toll motorway fees, ferry fees - are not included in the price.

What is the fee for congestion charge zone?

The fee for the Paid Zone in Central London (Congestion Charge Zone) applies from Monday to Friday from 7:00 to 18:00 (£ 11.50 + Vat). Click CONGESTION CHARGE ZONE to check if your address is in the Congestion Charge Zone.

What is the fee for ultra low emission zone?

The fee for the Paid Exhaust Zone in Central London (ULEZ- Ultra Low Emission Zone - the same zone as Congestion Charge) applies 7 days a week, 24 hours a day (£12.50 + Vat). Click ULTRA LOW EMISSION ZONE to check if your address is in the Ultra Low Emission Zone.

How much notice do you require?

From One Hour up to One Week. Some days are busier than others. Please note that weekends are especially busy, so if you are planning to move over a weekend please book well in advance. To ensure that you can get the best date and time of the service try and book our services as soon as you get a date in mind.

Do you have a checklist that i can follow?

YES. We created a great House Removals Checklist for all our customers. To see our Removals Checklist click here. REMOVALS CHECKLIST

Will your carry goods to any floor, room?

Yes, our team will take your goods up to wherever you need to place them.
( up to fourth floor if there is no lift/elevator in operating )

Should I tip the driver?

Only if you think so. The driver holds 100% of tips. London Man Van team is very efficient and always try to cope with the toughest task.

What other question you have?


If you have any other questions please EMAIL YOUR QUESTION HERE or call us and one of our representatives will be happy to answer any questions you may have about our service.

ASK A QUESTION


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