Am I allowed to take my pet in with me when I visit my room?
No pets of any kind are allowed in the storage area, flexi offices or car park. Please keep pets safely in your vehicle at all times. The only exception to this would be guide dogs for the disabled.
Are Armadillo stores open at weekends?
No. The majority of Armadillo stores are open on Saturdays from 9am to 6pm and on Sundays from 10am to 4pm.
However, we have recently acquired Lock and Leave Self Storage which will be rebranded as Armadillo or Big Yellow in due course. Nine Elms is operating the same opening hours as all other Armadillo stores. Canterbury is open from 9am to 4pm on Saturdays and 10am to 2pm on Sundays. Whilst West Molesey is open from 9am to 1pm on Saturdays and is currently closed on Sundays.
Are Big Yellow stores open at weekends?
Yes. All Big Yellow stores are open both Saturday and Sunday. 9am to 6pm Saturdays and 10am to 4pm on Sundays.
Are children allowed in the store?
Children are allowed in store as long as they are supervised at all times by an adult
Are the boxes delivered by Big Yellow?
No. Our packing materials are distributed by UPS. For an update on your parcels progress, please contact our customer services team during our office hours (8am-6pm Monday to Friday & 9am-5pm Saturday) and they will check on the status of your delivery.
Are the buildings temperature controlled?
No. With the exception of our wine storage at Fulham, none of our stores offer temperature controlled storage.
Are there any credit/debit cards you do not accept?
There are only two cards we don't accept. American Express and Diners cards.
Are there any hidden costs?
No. We let you know upfront all the costs that will be involved before you move in. There are 4 things you need to consider. Your refundable security deposit, storage fees, insurance and a padlock to secure your room, if you don’t already own a suitable one.
All customers are required to pay a security deposit before storing. How much is dependent on the size room you choose. The amount is usually the equivalent of one week's storage fees (inc. VAT) for our storage rooms and 28 days of storage fees if you are a Flexi Office or Vehicle Parking customer.
Storage is paid in advance and 4 weekly. So when you move in you will need to pay for your first storage period.
Insurance is dependent on the full new replacement value of your goods if you had to buy them again today. Please call your local store or speak to our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 where a member of our team can work this out for you. The cost of insurance starts from £3 per week for £2,000 of cover.
Padlocks need to fit our doors. The ones we sell are the correct size and of a suitable durability. Both contain a hardened steel shackle of either 8mm or 9mm in diameter. Please check with the store if you are bringing your own padlock that it is suitable for use.
Are there any seasonal changes to your opening hours?
Yes. Our hours change during Easter, Spring and Summer Bank holidays, Christmas and New Year. Any current seasonal changes are listed on our opening hours page nearer to the bank holiday in question.
Are there any toilets on site?
Yes. Each store has one unisex disabled toilet on the ground floor. These should be cleary marked with directional signage.
Are there areas of the UK you don’t deliver to?
Yes. Unfortunately we are unable to deliver to the following postcode areas:
BT, GY, HS, IM, IV1 to IV5, IV11, IV13, IV15, IV17, IV19, IV26, IV40, IV52, IV63, KW16, PA34, PH22, PH33, PH41, PO30 to PO41, ZE.
Can a friend pay my bill?
Yes. Once you have moved in and paid your initial invoice you can arrange for someone else to pay your invoices on your behalf should you wish. They will need to be by credit, debit card, or Direct Debit.
Can Big Yellow get rid of the storage items I don’t want?
No. This is not a service we offer. If waste is left on site you will be charged for its removal.
Can Big Yellow help with van hire?
Yes. We work closely with local removal and van hire companies that we have used before and are happy to recommend. Each store works with it's own local company that they have selected. To be put in touch with one of these companies and get a quote, simply call your local store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177.
Can I access my storage whenever I want?
During our reception opening hours you can come and go as often as you like. Normal hours are 8am to 6pm Monday to Friday, 9am to 6pm Saturday and 10am to 4pm Sunday. The only exceptions being Morecambe which opens 9am to 3pm on Saturdays and Macclesfield which opens 9am to 4pm on Saturdays. Both these stores are currently closed on Sundays.
Outside of these hours at all Big Yellow stores, you can arrange to have Extended Access hours granted for a small additional fee of £10 every 4 weeks or £5 for a one off use of this service. Only a selection of Armadillo stores currently offer this service, please check with your chosen store.
This needs to be set up in person at the store the first time you require it. If you need it again, you can organise it over the phone. Extended Access Hours are usually 5am to 11pm, but can alter depending on what the local council have given us permission for. Please check with your chosen store for details.
Can I access the unit at any time?
No. Access is restricted to our reception opening hours unless you have set up Extended Access Hours. This is usually 5am to 11pm and costs £10 every 4 weeks or £5 for a one off use of this service. Please check with your local store for exact times.
Can I add items to my room once I've moved in?
Yes. You can come and go as often as you like, removing and adding items from your room as you need. You do not need to move everything in at once on the day the sign the storage licence. Just remember to keep your inventory and value of goods being stored up to date for insurance purposes. Please inform the store staff of any changes to the contents of your room.
Can I add my Direct Debit details online?
Yes. You can add your bank details within Check-in Online. We will then print a Direct Debit Mandate for you to check and sign when you come to the store to move in.
You will be emailed a link to the Check-in Login page from your reservation confirmation email, which also contains your login details.
Can I allow other people to access my room?
Yes. You can set up as many or as few people as you require to have access to your room. They need to be named on your account and you need to have given them your access codes and padlock key / combination number. This can be set up prior to you moving in via check-in online.
Can I amend my check-in online inventory?
If you have not yet started storing with us then yes. You can log back in to the check-in online pages and amend your inventory or other details as many times as you require. As this is only a check in facility however, you will not be able to log into it to make further amends once you have moved in and are storing with us. If you require to make further amends after you have moved in, please contact the store directly. All amends must be made in writing. This can be either by email, fax or post.
Can I bring clients / customers to my storage space?
You may, but under the terms of your Customer Licence you are completely responsible and liable for any persons you bring onsite. They should not be left unattended.
Can I carry out any kind of work in or run my business from my storage room?
The storage rooms are ideal for storing and sorting stock as well as archiving but cannot be used to operate machinery or power tools. We have many businesses that use our self storage (see our business customer case studies) and make use of our range of other business services. We can help you fix up a phoneline and broadband if necessary. A selection of our stores also have separate offices that can also be rented.
Can I change / transfer to a different store?
It is the customers responsibility for any movement of belongings either in the same store or different store. If would like to transfer to another store we can help you organise the paper work for a new room and contract. If Van hire / removals companies are required we have a list or recommended companies we can give you the details of.
Can I change my Direct Debit date?
No. The DD date is set to start from the day you sign your Customer Licence, and will then continue every 4 weeks from this date.
Can I claim back VAT?
Although we are VAT registerd, whether you can claim back VAT does not depend on us, but rather your situation.
If you are not VAT registered, no you cannot. If you are VAT registered, please contact HMRC for further information.
Can I collect packing boxes from your stores instead of buying online?
Yes. All our stores sell the full range of packing materials. And we now offer a Click and Collect service too.
Reserve your goods online and they will be held for the next 2 full days for you (up until stsore closing time), including the rest of day you placed the order on. Then just arrive at the store with your name and Click and Collect reference number that will be emailed to you within your confirmation of order email, and pay for and collect the goods at the store of your choosing when you placed your order.
The website will show you the full list of items available on our Boxshop. page. If there is any stock availability problem the store will contact you shortly after you have placed your order.
Can I do all the paperwork online?
Almost. We are constantly working to add more of the required paperwork to our check-in online facility. Unfortunately, you still need to sign the Customer Licence when you get to the store before you can move in. This process should take between 5 - 10 minutes.
Can I donate my refund to charity?
Yes. The stores support a chosen local charity for a period of 12 months. If you so wish, you can donate your refund to this charity. You will need to provide your intent in writing either at the store or via email. You’ll then be sent proof of this transaction. Please check with your local store what charity they are supporting.
Can I drive the forklift myself?
No. We are not insured to allow you to drive our forklifts. Most of our staff are trained to drive the forklift to assist you.
Can I drive up to my lock up?
If you have an external room you can drive right up to the room you’re occupying. If you have an internal room, you can drive up to the loading bays and offload your goods onto one of our free trolleys.
Can I get a discount if I pay in advance for long term storage?
You can prepay for any length of time over 24 weeks and up to 2 years in one go. This will give you a 5% discount off your storage costs.
Can I go online to update my inventory after I have moved in?
No. Check-in online is only a check in service available before you move in. Once you become a customer your log in details will no longer work and the check-in online section will no longer be accessible. We do not have an online account section where you can update your details at present. Any further changes will need to be done directly with the store or our Customer Support Centre on 0800 783 4949 or 01276 477177.
Can I have storage items delivered/collected without me being present?
Yes. You can pre-arrange to have a delivery received and stored safely until you can come and retrieve it or arrange to leave your goods in reception for collection by our partner Parcel Hero. You do not need to be present for either of these services. Terms and conditions and charges may apply. Please speak to your local team or call our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 for details.
Can I move in today?
Yes. If we have the availability and you have the correct ID, you can move in as quickly as today provided it is during our opening hours. You will need to call us to reserve today rather than complete your reservation online. Please give us a call either at your local store or to our Customer Support Centre on 0800 783 4949 or 01276 477177 and if you can get to the store today with the correct ID at least half an hour before we close, to come and sign the licence, you can move in today.
Can I park onsite?
Yes. Free parking is provided at all of our stores.
Can I pay by cash?
No. For security reasons we cannot accept cash. All payments must be by credit or debit card if not paying by Direct Debit.
Can I pay by cheque?
We only accept business cheques, not personal cheques. These should be made payable to Big Yellow Self Storage Company Ltd.
Can I pay my bill online?
Most customers find Direct Debit the easiest and most convenient way to pay for their storage. However, if you have not already set this up, you may wish to pay online. You can do this by clicking the link on your latest invoice email or alternatively, go to www.bigyellow.co.uk/payments and enter the login details displayed at the bottom of your latest invoice. If this information is not visible, it’s likely you’re already set up to pay by DD. Please note: Login details change with every invoice and cannot be re used, so please refer to the latest invoice.
Once logged in, you will see a list of your invoices. You can pay any invoice due. You will also be given the option to tick to pay any other invoices. Should you select this option, the ‘Pay Now’ amount at the bottom will automatically update.
To see more detail on each invoice, click the + symbol to expand. Then Click ‘Pay now’ and follow the instructions on screen.
Can I pay weekly/monthly?
No. We only accept payments every 4 week. Alternatively, you can pay in advance for longer and if paying for over 24 weeks can benefit from our Pre-payment discount. Speak to your store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 for details on this offer.
Can I provide my notice to move out via email?
Yes. Just confirm your full name, email address used on the account (if not emailing from this same email) and room number and the store will accept this as confirmation of your notice to move out.
Can I rent a padlock?
No. We don’t offer a lock rental service. But you can purchase a padlock from our reception areas.
Can I see a video of a store?
Yes you can. We have created a short video to give you a tour of the store if you don't have time to pop in to see us in person.
Can I set up storage before I need it but pay from when I move in?
Yes. You can reserve up to 4 weeks in advance at some stores, and up to 8 weeks in advance at others. This will be made clear when you make your reservation or phone the store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 for clarification. Reserving is free of charge and quick and simple to do. Once you have reserved your room, your next payment is not due until you sign the Customer Licence at the store. This is when you will pay for your security deposit, first invoice and insurance. Your 4 weekly charges will then commence from this date.
You are not commited if you change your mind on your chosen room size, move in dates, length of stay, store location or if you decide you don't want to use storage any more. Just contact your local store or our UK based Customer Support Centre to amend or cancel your reservation at any time.
Can I store a caravan?
Some stores offer caravan storage in their car park areas at dedicated vehicle storage parking bays. However we do not cater for storing caravans within our storage centres. Please speak to your chosen store or our team in the Customer Support Centre on 0800 783 4949 or 01276 477177 to discuss if this is available at your preferred location.
Can I store a fridge or freezer in my storage room?
You can store a fridge or a freezer provided they are turned off and de-iced. You cannot store a working fridge or freezer due to the risk of contamination between rooms should your fridge or freezer leak.
Can I store a motor vehicle?
Motorbikes can, on occasion, be stored inside our internal storage rooms. The external rooms can be used for other motor vehicles depending on their size. All vehicles must be drained of any flammable fluids off site such as oil and fuel, and the battery must be disconnected before it is put into a storage room. Please contact your chosen store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 to discuss availability and prices of external rooms and to confirm if vehicle storage is an option at your chosen location.
Can I store food?
Only if it is in sealed tins and with prior agreement of the Store Manager.
Can I store for a single day?
Our minimum storage term is 7 days. You can move out after just a day, but you will still be paying for the minimum of 7 days storage. Please inform the store when you move in if you wish to move out before the end of the first 4 week billing period. We require 7 days notice to move out. You can give this notice on the day you move in.
Can I upsize/downsize my storage space?
Yes. If you find the amount of things you have in stroage has changed and you require either a smaller or larger room at any point during your stay, provided we have room availability you can change your room size. You just need to sign a new Customer Licence and move your goods from the one room to the other.
Can I use electric appliances in my room?
Use of sockets within your room(s) need to be approved with the Store Manager and some items are prohibited from use, such as heaters, kettles and loud equipment. All equipment must be available for PAT testing once a year. There are only a small number of rooms that have sockets within them. Alternatively you can arrange to have a power supply installed with the agreement of your Store Manager for an additional cost depending on your requirements. Please speak to the Store Manager to discuss what, if anything, is possible at your location.
Can I use more than one room?
Yes. You can occupy as many rooms as you require. If you need storage at difference stores, as a business customer, our National Accounts service can help.
Can I use my own boxes?
Yes. Once you have moved in to one of our rooms, you can use anything you like to store your items within your room provided it is stored securely.
Can I use my own lock?
Yes. However they need to fit onto our door locks. The ones we sell are the correct size and of a suitable durability. Both contain a hardened steel shackle of either 8mm or 9mm in diameter. If you are bringing your own padlock please check with the store that it is suitable for use.
Can I use the storage room as a workshop?
You cannot use any machinery or perform any kind of mechanical work in the storage rooms.
Can my payment come out on the same date each month?
No. As the payment is taken every 4 weeks rather than per calendar month, the payment will always come out on a different date each month.
Can someone else sign the contract on my behalf?
You should sign the contract yourself. However if you are unable to be at the store on the day your goods are arriving you can nominate someone else to act on your behalf. You will need to provide a signed letter confirming you authorise the person present to act on your behalf and our staff will need to speak with you to run through the terms and conditions of the License. The person present will need to present photographic ID such as a driving licence or passport and proof of address such as a utility bill or bank statement dated within the last 3 months.
You will still be the person named on the License and will retain responsibility for all future payments. The only thing that will not be able to be signed in your absence is the Direct Debit mandate, which we can send to you to be completed and returned to the store once signed.
If you are the director or senior manager of an incorporated business, then provided you have supplied a letter authorising a staff member to sign the paperwork on behalf of the company, they will be permitted to act on your behalf. The letter would need to be on your company headed paper.
Can someone else store items for me / Can I store someone else’s items?
Yes. Provided the goods are included in the insurance inventory and you have been given irrevocable authority to store the goods in your storage room on behalf of the owner. Likewise, you are responsible for allowing anyone else access to your room on your behalf. These persons must be listed amongst the authorised persons on your account. This can be done prior to becoming a customer via check-in online or directly with your store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177, once you have moved in.
Can we select the payment date?
No. The payment date will be dependent on the date you move into your reserved room. Then it will be every 4 weeks from this date moving forward.
Can you accept deliveries on my behalf?
Yes we can. Small packages can be accepted in your absence and stored safely until you can get to the store. This is usually free, depending on the quantity of parcels and the frequency you receive them. Check with the store for terms and conditions. Please collect your parcels within 7 days.
If you require goods to be forklifted off a vehicle, we can arrange this too. Most of our Big Yellow staff are trained to drive the forklift to assist you. This is also usually free, depending on the frequency you require the service. Check with the store for terms and conditions. Please arrive to put your palleted goods into your storage room the same working day to avoid communal area’s being blocked to other customers.
All deliveries must arrive during our store opening hours.
Please discuss your needs on both these services in store with the store manager. Unfortunately, forklifting is not a service we offer at Armadillo stores.
Can you deliver my boxes to me?
We can delivery any of the cardboard boxes and packs, plus most of the smaller items. We can’t deliver the plastic boxes or the shelving however as these are too fragile and heavy. Delivery charges apply and depend of the size and weight of the items ordered. Delivery charges are confirmed before you complete your payment. See full range of items sold in our Boxes Etc. section of our website.
Can you recommend van hire / removal companies?
Yes. Each store has different local companies that it can recommend to you. Please call your local store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 for details.
Do any of the rooms come with shelves?
A very small number of rooms at Balham, Fulham and Kennington are equipped with shelving. Most stores offer completely empty rooms. We can sell or rent you shelving if you require.
Do Big Yellow do storage auctions?
No. We don’t offer this service. This is more typical of American storage companies.
Do Big Yellow offer 24 hour access?
Not as standard, no. We can make occasional exceptions on an individual basis with the Store Manager’s discretion once you have been storing with us for a while. Prices to be discussed with the Store Manager.
We do tend to find that most customers only require Extended Hours Access which is usually 5am to 11pm at most stores and can be easily set up provided you come to the store in person. There is a small additional charge of £10 every 4 weeks, or £5 for a one off use of this service.
Do Big Yellow offer a pick up service for the goods being put into storage?
No. We can give you information of recommended removal companies that we use locally, but we do not pick up the items ourselves. You will need to arrange for the goods to be delivered to your storage room yourself.
Do Big Yellow offer a price match?
Yes we do. We will match any written competitor quote from a self storage provider dated within 4 weeks of your scheduled move-in date and produced within 7 days of you moving in. The competitor must be located within 3 miles of our location and offering a similar service (i.e. same security and facilities). The offer is subject to availability of room space and cannot be used in conjunction with any other offer.
Do Big Yellow offer a student discount?
There is currently no student specific discount. But please check with your local store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 in case this changes. If we are running a student discount, you will need to produce a valid NUS card to qualify for any discount available. We reserve the right to remove any discount without prior notification.
Do Big Yellow offer any deals, if I buy boxes?
There are a variety of bulk buy deals you can get on our packing materials. Speak to your local store before placing a large order to see what discounts are available. Or if ordering online, call our UK based Customer Support Centre before placing the order on 0800 783 4949 or 01276 477177.
Do Big Yellow offer NHS/Police/Armed Forces etc discounts?
We offer a 10% discount to any member of the NHS, Police, Ambulance, Fire service or Armed Forces upon production of a valid ID card. Terms and conditions apply.
Do Big Yellow offer wine storage services?
Yes. We have a bespoke wine storage facility at our Fulham branch. It is the only one of its kind in the UK. Offering 500 private, climate and temperature controlled wine cellars, with an onsite tasting room if required.
Do Big Yellow provide a packing service?
No. This is not a service we offer.
Do I have to be there on moving in day?
Yes. You need to sign the Customer Licence before you can access the room. You can come and do this before your removal people turn up so that the room is “yours” and available when they get to the store. Your payments will start from the date you sign the Customer Licence, so please bear this in mind.
Do I have to clean my room out?
Yes. We ask that you leave your room in the same condition as you were given it. Clean and clear of any items, with the padlock removed from your door so that we know you have left.
Do I have to pay a deposit?
Yes. All customers are required to pay a refundable security deposit before storing. How much is dependent on the size room you choose. The amount is usually the equivalent of one week's storage fees (inc. VAT) for our storage rooms and 28 days of storage fees if you are a Flexi Office or Vehicle Parking customer. The deposit is fully refundable provided there is no damage to the room after you have vacated.
Do I have to pay a registration fee or admin fees?
No, we do not charge a registration fee. When you move in you pay a security deposit which is refunded to you when you move out provided the room is left in the same condition as when you moved in. This is usually the equivalent to one week's storage fees (inc. VAT) or 28 days fees if renting a Flexi Office or Vehicle Space.
Do I have to pay for Extended Hours Access/24hrs access?
Yes. There is a small charge of £10 every 4 weeks or £5 for a one off use of this service.
Do I have to take out Big Yellow insurance, or can I use my own insurance?
No. You can take out your own insurance but it must cover goods being placed in self storage. Not all household insurances will cover you whilst your possessions are in a self storage facility, so please check the terms of your insurance and provide us with proof of your cover if not using ours, which must state that it covers goods stored in a self storage facility, and name the store you are storing at and the full postal address of the premises. It is your responsibility to keep your insurance documentation valid and up to date.
Do I need to be on site when the removal company deliver the goods?
No. However we recommend that you get your removal company set up on your account for the day – you can remove them afterwards. This way, if there is any problem with the access code they can speak to our staff for help. The staff will only discuss your account details with people named on your account. You can set them up with room access only so no personal details will ever be discussed with them. You will need to have already signed the Customer Licence and commenced your first payment in order to allow them access without you being present.
Do I need to give you notice when I move out? And if so, how much?
Yes. To ensure you don’t lose any of your security deposit we require 7 days written notice to move out of a storage room, and 28 days written notice to move out of storage rooms over 1,000 sq.ft in size, a Flexi Office or a paid for parking space. If you are a National Accounts customer, terminating your contract (i.e. moving out of all stores/rooms being used) we require you to give a months written notice. This can be posted, emailed or dropped off at the store. You also need to confirm when you have emptied your room. Please leave the room in the same condition as when you began renting it and remove your padlock from the door before leaving the store. If you have given us the required written notice but leave the padlock on the door on the day you were due to move out, we will presume you have changed your mind and need to continue your storage and we will continue to charge you for your storage usage.
Do my items have to be stored in boxes?
No. The items just need to be stored securely.
Do the rooms have electricity?
A small number of rooms have power points installed but there will be no power supplied to them unless you arrange this with the store as use of the sockets within your room(s) need to be approved with the Store Manager and some items are prohibited from use, such as heaters and loud equipment. All equipment must be available for PAT testing once a year. If you do require this facility you will need to pay for the electricity you use. Alternatively, if there is no power point available within a room of your required size, you can arrange to have a power supply installed with the agreement of your Store Manager for an additional cost depending on your requirements. Please speak to the Store Manager to discuss what, if anything, is possible at your location.
Do the rooms have lighting?
Only rooms of 150 sq ft and above contain a timed lighting switch. Some stores have a small number of 100 sq ft and 125 sq ft 4rooms with lighting. This is available at the majority of our stores. Please check with your local store to clarify what they have available.
Do you charge access fees?
Access during our reception opening hours is free of charge. You can come and go as often as you need with no additional cost. We also offer an extended access service outside of our reception opening hours, usually 5am to 11pm, at the majority of our stores. This is a paid for service and is £10 every 4 weeks or £5 for a one off use. Please speak to your store if you would like to set this up.
Do you charge business rates?
No. Our storage price includes utilities, maintenance and security with no business rates.
Do you deliver on the weekend?
No. This is not a service we offer.
Do you do credit checks?
No. This is why we ask you to pay in advance.
Do you have a full price list for your rooms?
We don’t have a price list, but you can get a quote for any room on our website or by ringing your chosen store, or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177.
Do you have customer trolleys?
Yes. We have two sizes of trolleys available at all stores.
Do you have lifts?
Yes. Every store has at least two lifts, with some having 3. The weight limit of the lifts is 26 people or 2000kg per lift.
Do you have to have storage to be able to buy boxes?
No. Anyone can buy our packing materials, you don’t need to be a storage customer to purchase anything from us. See our full range of packing materials in our Boxes Etc. section of our website.
Do you help people move in or out?
It is the customers responsibility for any movement of belongings whether this be moving in or out, we also offer free use of pallet trucks and trolleys to make your move easier. If Van hire / removals companies are required we have a list of recommended companies we can give you the details of.
Do you offer a click and collect service for packing materials?
Yes. You can reserve your goods online via our Boxshop. Then pay for the goods when you arrive in store to collect them, within 2 full days of when your order was placed up until store closing time. e.g. if you placed your order at 8am on a Thursday, you would have until the store closes on the Thursday, Friday or Saturday to come in to pay for and collect your goods.
For full terms and conditions, please see the Click and Collect terms on our T's and C's page.
Do you offer a collection or delivery service?
Yes. We offer a courier service with Parcel Hero. You can leave your parcels with a member of our team in reception for collection by our partner, Parcel Hero, bringing you the best courier services from DHL, UPS and DPD for the best rates. Get an exclusive 7.5% discount on every shipment you send. Or feel free to use your own courier services.
We can also accept deliveries on your behalf and store them safely until you can get to the store. Terms and Conditions and charges may apply for these services. Please speak to your local team or call our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 for details.
Do you offer a fax, printing or photocopying service?
Yes. We can arrange to send a fax, print or photocopy up to an A3 sized page for you. This service costs £0.20 per A4 copy and £0.30 per A3 copy.
Do you offer a forklifting service?
Yes we do. Most of our Big Yellow staff are trained to drive the forklift to assist you. This is usually free, depending on the frequency you require the service. Check with the store for terms and conditions. Please arrive to put your palleted goods into your storage room the same working day to avoid communal area’s being blocked to other customers. Please discuss your needs on this service in store with the store manager.
Unfortunately, this is not a service currently offered at Armadillo stores.
Do you offer a parcel tracking service?
There is not a direct link through to a tracking service, but as we use UPS for our deliveries we can check on the parcel progress on your behalf. For an update on your parcels progress, please contact our Customer Support Centre on 0800 783 4949 or 01276 477177 during our office hours (8am-8pm Monday to Friday) and they will check on the status of your delivery.
For larger orders of multiple storage packs or over 50 individual boxes, longer delivery periods may be required. You will be contacted to confirm longer delivery times prior to dispatch if this is necessary.
Do you offer a recommend a friend discount?
Yes. If you recommend someone that we have not already been in conversation with and they store with us for a minimum of 4 weeks, you can receive 50% off your next 4 weeks storage rental inclusive of VAT up to the value of £150. See full Terms and Conditions here.
Do you offer temperature and humidity controlled wine storage?
Yes. We have one location offering this facility at our Fulham store. See more details on our wine page.
Do you provide free use of pallet trucks or trolleys?
Yes. We have several pallet trucks, small and large trolley's onsite at your disposal. These are stored in or near the loading bay when not in use. Please return the pallet trucks and trolleys back to their designated area when you have finished with them.
Do you sell boxes & packaging materials?
Yes. We sell a variety of cardboard and plastic boxes, plus a selection of multi packs containing a variety of the boxes at a reduced price over buying everything individually. We also sell bubble wrap, packing tissue and other packing materials such furniture covers and packing tape. See our Box Shop section for the full list. You can buy online for home delivery, reserve click and collect to pay and collect in store, or just turn up to any store and select what you require.
Do you ship outside of the UK?
No. This is not a service we offer.
Does the quote price include insurance?
No. Because insurance is dependent on the full new replacement value of what you store and we do not know what you intend to store at quote stage, it is impossible for us to include insurance within your quote. As a guideline, if taking out our insurance, cover starts from £2,000 at a cost of £3 per week. For more detail please call your local store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177.
Does the quote price include removals?
No. The price you receive for a quote is for storage only. However, we work closely with local removal and van hire companies that we have used before and are happy to recommend. Each store works with its own local company that they have selected. To be put in touch with one of these companies and get a quote, simply call your local store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177.
Does the store have refreshments/vending machines/Kitchen facilities?
The majority of stores have a snack and cold drinks vending machine in the loading bay, and we can offer you free tea, coffee or water whilst you are waiting to move in depending on how busy the store is. Please do not eat or drink in the storage area.
How can I set up Extended Hours Access to my storage?
This needs to be done in person at the store the first time you require it. You can organise this for as little as one day or for the duration of your storage. If you choose to set it up for a short period of time and then require it at a later date, the renewal can be done over the phone. There is a small charge for using this service of £10 every 4 weeks, or £5 for a one off use.
How detailed does the insurance inventory need to be?
All large items must be included in your inventory, but you do not need to be so detailed as to include the title of every book within a box. For example, "Box of 20 books" would be a sufficient description plus their total value.
Please put equal valued items in the same box if listing them as a collection of items with one price. Any higher valued items should be declared separately or made known to us with their individual value. When using our Check-in Online feature, please indicate the higher valued item in the item entry box e.g. Box of 20 books – Romeo and Juliet hardback worth £55. With a value for the entire box e.g. £150. We will then assume that the remaining total of £95 is to be divided between the other 19 books, giving them an average value of £5 each.
How do I cancel my reservation?
Just contact the store you have reserved at directly, or our Customer Support Centre on 0800 783 4949 or 01276 477177, before your reservation expiry date, which is displayed on your reservation confirmation email and we will cancel your reservation immediately.
If you merely wish to change your move in date, store location or room size, just contact the store or call our Customer Support Centre.
How do I contact my local store?
If you are an existing customer, either by phone or email.
For store email addresses please see our Contact Us page. For telephone numbers please see the individual store pages via Find a Store or our Site Map page.
If you are not a customer and require a quote, please get a quote online, then the store will contact you.
How do I extend my rental stay?
Your storage is ongoing, so you don’t need to do anything if you wish to stay longer than you had originally thought. You only need to inform us when you want to move out. We ask for 7 days written notice before you move out to avoid any admin charges.
How do I log out of Check-in Online?
There is a log out button on each page. Ensure you have saved each section before you log out.
How do I make a reservation?
You can reserve a room online, over the phone, in your chosen store or with our UK based Customer Support Centre on 0800 783 4949 or 01276 477177. Reserving a room is free of charge and quick and simple to do. If you change your mind at any time, just give us a call and we'll cancel your reservation or it will automatically expire one week after your scheduled move in date if we don't hear from you. Your reservation expiry date will be printed on your reservation confirmation email to remind you.
You are not commited if you change your mind on your chosen room size, move in dates, length of stay, store location or if you decide you don't want to use storage any more. Just contact your local store or our UK based Customer Support Centre to amend or cancel your reservation at any time.
How do I make changes to my account including my Direct Debit details?
Any changes to your account need to be made in writing to your local store. This can be emailed, posted or dropped off in person.
How do I obtain a copy of my customer storage licence?
Please contact your local store who can arrange for a copy of your signed licence to be sent to you.
How do I return an unwanted packing materials order?
If you are not completely satisfied with the items you receive, please return unused items to us (within 30 days of receipt) and you will receive a full refund for the cost of the merchandise, less delivery costs. If you receive damaged goods or the items you received were not the items ordered we shall refund the delivery cost and arrange for the items to be returned to us at our cost. Your credit card will be credited within five working days of the merchandise being received back at our facility. All storage packs must be returned unopened. All returns require a return authorisation number. Please contact our webshop customer service department on freephone 0800 083 4948 or 01276 477177 for return address and authorisation number.
If the items in question were purchased at a store and not online, as long as the items are unused and undamaged, we will either exchange or refund the items as appropriate at the store where the purchase took place, upon the production of a valid receipt.
How do I update the inventory once I have moved in?
You will need to contact either the store you are storing with or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177.
How does self storage work?
How far in advance can I reserve a room?
Most stores offer up to 4 weeks advance booking. This may be less at stores with lower availability. You will be able to see how many weeks in advance you can book on the "Your storage needs" page of the reservation. The calendar will only display the number of weeks that the store you are trying to book at will offer for advance bookings at its location. If you need a date outside of the dates offered, please speak to the store directly.
If you need to amend your move in date after you have resevered, please let the store know and they will try to accomodate you.
How long does the paperwork take?
This depends on if you have checked in online before getting to the store. The majority of time is taken completing your inventory of items that you are storing. If this is done online in advance, we allow up to 15 minutes to complete the rest of the paperwork.
How long will my box order take?
We try our very best to offer a next weekday delivery service on all our orders received before midday Monday to Thursday but this is not a guaranteed service. All orders received after midday on Thursday and prior to midday on Friday will be despatched Friday pm for delivery Monday. Any orders received after midday on Friday and prior to midday on Monday will be despatched Monday pm for delivery Tuesday.
Please check the Boxes Etc. page for any changes to delivery scheudules during bank holidays.
How much are the delivery costs?
This depends on what you have ordered and the size and weight of the packages. All orders over £80 receive free delivery.
How much are your padlocks?
Both our outdoor padlocks and combination padlocks are £13 each.
How much does storage cost?
This depends on where you are storing, how long for and what size room you require. You can get a quote online or speak to a member of our teams on the local store number or our UK Customer Support Centre on 0800 783 4949 or 01276 477177. All prices given for quotes are for a weekly cost including VAT. Storage is charged 4 weekly and in advance.
How much is insurance?
This depends on the full new replacement value of your goods if you had to buy them again today. As a guide, our average customer tends to take £5,000 of insurance cover at a cost of £6 per week. Please call your local store or speak to our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 where a member of our team can work out a personal quote for you. The cost of insurance starts from £3 per week for £2,000 of cover, and goes up depending on the level of cover that's right for you.
How much weight can your boxes hold?
It depends on the box. But more importantly it depends on you, as you need to be able to lift the box and its contents safely. We recommend 3 strips of packing tape along the bottom of the cardboard boxes to seal them securely. Only ever put books into the small box. Keep the bigger boxes for larger light items such as duvets and pillows. Always take care when lifting. Recommended guidelines are to lift a maximum of 15KG in one go.
How old do you have to be to hire a storage room?
You need to be 18 years of age to rent a storage space
How secure will my things be?
All Big Yellow stores offer 24 hour digital security; twin alarm systems – one on the building and one on your individual room; coded electronic gate access to the building with your own PIN code; fire and smoke detection system; mobile security patrols.
For more information see our security page.
I can't remember the details about my storage or the room I'm in, please can you remind me?
As some of this information is private and confidential, we cannot issue it over the website. Please call your local store or speak to a member of our Customer Support team on 0800 783 4949 or 01276 477177 who will be able to speak to you about your account.
I have no photo ID can I still store with you?
Unfortunately not. We require photographic proof of ID to confirm you are who you say you are for security reasons.
I haven’t paid my bill, can I access my storage space?
This depends how late you are in paying your bill. We will send you a reminder before your due date and contact you if you have not got Direct Debit set up, so you will have every opportunity to pay before going past your due date. If however you do, we will allow you 10 days to settle your outstanding amount. After this time you will be charged a late fee, your room will also be locked by us and your entry code temporarily disabled until the account is settled. You will be informed in writing when this takes place, as per the terms of your Customer Licence that you signed. We will be in contact to inform you of any further developments if the account remains outstanding.
I've forgotten my PIN entry code, what do I do?
As this information is security sensitive you will need to call your local store or our Customer Support Centre to answer some securty questions and confirm your identity. They will then reconfirm the PIN entry code saved on your account. Please note, only persons named on the account as having authorised access will be given this number.
I've forgotten my room number, how do I find this out?
Just give us a quick call, either to your local store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177, confirm who you are by going through the security check and we'll relate any forgotten details about your account back to you over the phone.
I've forgotten what size my room is, can you tell me that on your website?
Due to the number of rooms that we have across all stores, we don't list the names and numbers on the website. However, if you call your local store or our Customer Support Centre on 0800 783 4949 or 01276 477177 they will be able to give this informtion to you.
I've seen the storage rooms described as premium, standard, value, drive up and overhead lockers. What do these descriptions mean?
We class our premium rooms as those on the ground floor where you don't need to access a lift in order to get to your room. Our standard rooms are the rooms on the upper floors or basements, where you would access them via our large lifts.
Our value rooms may be of a non uniform shape or could have restrictions in the room (e.g. it may have a sloping ceiling if it is around the perimeter wall on the top floor). Our drive up rooms are our external rooms, accessible directly from our car park allowing you to drive straight up to your room for much quicker loading and unloading. And finally our overhead lockers which are only 4ft high, are situated above our standard walk in rooms and are accessible by moveable stairs.
If I book the wrong size, can I change it?
Yes. We will show you the room when you come to move in and if it’s not suitable you can change it to any other empty room. If you realise before your scheduled move in day, we can change it over the phone for you.
If I have paid up front for long term storage, can I leave early & will I get a refund
Yes you can leave early.
The amount we will refund you is on a pro-rated basis, so you get refunded for every day after you have moved out. The total of the refund will be based on how much you paid for your storage fees and security deposit when you moved in. T & C of any discounts applied to your billing, and whether or not you have given us notice that you intended to close your account will also affect this.
Is Big Yellow a VAT registered Company?
Yes we are. Our prices include VAT. If using the business section of our website our prices are displayed Net and Gross when getting a quote for your ease.
Is Big Yellow solely for business?
No. We offer storage to domestic and business customers alike. Providing a variety of room sizes for all needs.
Is insurance compulsory?
Yes. All customers must either take out our bespoke insurance or provide proof of insurance cover for goods in self storage, before they can store with us. If using your own insurance provider you will need to ask them to add an addendum to your policy to include the name and address of the store you are using.
Is it necessary to fill out paperwork in person?
Yes. The Customer Licence must be completed in person at the store. You are signing to confirm you have understood the Customer Licence, use and terms of storing with us.
Is it necessary to fill out the Inventory?
Yes. Whether you choose to save time on your move in day by doing this in advance via check-in online or if you do it on the day when you get to the store. We require you to complete this information as part of the terms and conditions of storage and to make your insurance valid.
Is my storage exclusive?
Yes. Think of us like a hotel. You get your own room for only your goods. You sign the Customer Licence and you are responsible for everything you put into your room. You do not share your room with anyone else unless you have given permission for them to access your room - if you do this, don't forget to tell us their details so we know they have access to your room.
Is the price shown online also available in store?
All prices shown online are our current live prices which are identical to those offered in the store. Prices can change frequently and may differ if obtaining a quote at a later date. Your quote confirmation letter or email from the website or store, guarantees the price offered to you for a period of 28 days.
Is there any damp in the building?
No. We monitor the stores regularly and have a facilities team that ensure any wear and tear is kept on top of to prevent issues of this nature from occurring.
Is there anyone to help me unload when I arrive at the storage facility?
No. This is not a service we offer. Although we can assist you if your require goods to be forklifted off a vehicle. This service is charged at £5 per load lifted.
Is there anything I cannot store?
Yes. You must not store (and you must not allow any other person to store) any of the following in the room:
Food or perishable goods unless approved by us and provided that they are protected from and do not attract vermin;
plants, birds, fish, animals or any other creatures;
combustible, flammable, explosive or oxidising materials, liquids or gases e.g. paint, petrol, oil, cleaning solvents, gas cylinders, cellulose nitrate film, fireworks;
firearms, weapons, ammunition, explosives or the components thereof;
chemicals, radioactive materials, biological agents; pollutants, toxic or hazardous materials or contaminated goods or other materials of a potentially dangerous nature;
any item which emits any fumes, smell or odour;
any illegal substances, illegal items or goods illegally obtained, including counterfeit goods, illicit (smuggled/counterfeit) tobacco, illicit alcohol, unlicensed medicines, unsafe goods (including toys, electrical items, cosmetics, fireworks);
compressed non-flammable gases without our written consent and in accordance with our specific requirements;
any item of high value requiring specialist storage (including without limitation jewellery, money, bullion, deeds, bonds, securities, stamps, antiques, fine art or fine wines;
or waste materials including any materials or goods for export deemed to be waste e.g. used electrical equipment (unless tested and certified for re-use), used vehicles or parts thereof.
Is there CCTV in my room?
No. Our CCTV covers most corridors and all entrances, exits and external areas, not the inside of your storage room.
Is there different insurance for Business Customers?
No. The insurance we offer is for all storage users. You will be insured whether you are a business customer or a domestic customer, as the insurance is specific to the goods you are storing, not the user type. If you are using your own insurance, please ensure it states it is suitable for self storage in a place away from your office / normal business location.
Is there disabled access?
Yes. The stores have been constructed with disabled access in mind. Most room sizes are available on the ground floor, and where possible we can alter rooms to a required size. Please speak to your local Store Manager if this is required to see what is possible at that location. Only our Overhead Lockers will not be suitable as they are positioned above the regular rooms and accessed via moving steps.
Is there heating or air conditioning in your storage areas?
No. The temperature can fluctuate within our stores and will naturally be warmer in the summer than in the winter. Our Big Yellow stores are purpose built and offer ceiling vents on the top floor to let out excess heat in the summer.
Is there WIFI or a phone line in the room?
No. The room is empty with no phone line or WIFI. Power can be arranged at an additional charge in some cases. Please speak to your Store Manager for clarification.
My contact details have changed, how do I update you?
Please put the changes in writing to your local store. This can be emailed, posted or dropped off in person.
What are Big Yellow Flexi Offices and where can I use one?
A Flexi Office is a rentable office space from as little as 4 weeks at a time. Availabile in a range of sizes and situated at 11 of our locations. For more information please see our Flexi offices page.
What are the dimensions of your packaging box’s?
Please follow this link to our Box Shop, where dimensions can we found
What are your opening / access times?
The majority of stores, Big Yellow & Armadillo, are open Monday to Friday 8am to 6pm, Saturday 9am to 6pm and Sunday 10am to 4pm.
The exception to this are our newly acquired Lock and Leave stores. Two of which are operating reduced opening hours at present and will move to our standard opening hours in due course. Canterbury is currently open 8am to 6pm Monday to Friday, 9am to 4pm Saturday and 10am to 2pm on Sunday. Whilst West Molesey is open 8am to 6pm Monday to Friday, 9am to 1pm Saturday and is closed on Sunday.
We also have a Customer Support Centre based at our head office in Bagshot, Surrey, who are trained to answer all calls and deal with all customer enquires as our teams in the stores would do. They are contactable on 0800 783 4949 or 01276 477177 and are open Monday to Friday 8am to 8pm, Saturday 8am to 6pm and Sunday 9am to 5pm. See our full list of opening hours for any current seasonal changes to our opening hours.
What business services do Big Yellow provide?
See our Business + section for all business services, but in brief:
- National Accounts – one central invoice when using multiple stores. Anyone can apply and if the service will be of a benefit to you, we’ll arrange for it to be set up.
- Delivery service – we can accept deliveries on your behalf and store them safely until you can get to the store
- Courier service – leave your parcels with our team for collection by DHL, UPS or DPD
- Photocopying, scanning (most locations) shredding and faxing
- Forklifting – our Big Yellow staff are trained to operate a forklift
- Big Yellow PA – our virtual assistant service, never miss a call again
For costs on all the above services please speak to your local store, our National Accounts team on 01276 477812 or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177.
What do I need to do when I want to move out?
You can move out at any time during your payment period, you just need to give us 7 days written notice to move out of a storage room, and 28 days written notice to move out of a Flexi Office, a paid for parking space and some of our larger rooms of 500 sq ft and above. This ensures you don't lose any of your security deposit, and any unused rent is refunded back to you. If you are a National Accounts customer, terminating your contract (i.e. moving out of all stores/rooms being used) we require you to give a months written notice.
This can be posted, emailed or dropped off at the store. You also need to confirm when you have emptied your room. Please leave the room in the same condition as when you began renting it and remove your padlock from the door before leaving the store. If you have given us the required written notice but leave the padlock on the door on the day you were due to move out, we will presume you have changed your mind and need to continue your storage and we will continue to charge you for your storage usage.
What do I need to fill in, in check-in online?
You will be asked to complete 5 sections: Personal Information, Security Information, Authorised Persons, Your Inventory of goods stored and your Payment Information.
Your personal details will be confirmed back to you from what you completed during your reservation. You can amend anything here apart from your email address. This will need to be changed at the store as it is a criteria to log into check-in online.
Authorised persons are individuals you allow access to your room, control of your account or someone that we can contact in case of an emergency.
We ask for your bank account details and sort code in advance of you getting to the store so that we can print a Direct Debit mandate for you to sign when you arrive.
What does my insurance cover?
If you take out our insurance, we will cover you against the following normal perils: Actual physical loss or damage to Goods caused by burst pipes; escape of water; theft accompanied by forcible and violent entry or exit; moth, insect or vermin damage caused an external source; fire; lightning; explosion; earthquake; storm; flood; riot; strike; civil commotion; malicious damage; and impact by vehicles or aircraft.
What happens if I don’t give notice?
Your storage rolls over and you will be charged for the next 4 weeks storage when it is due.
What happens if I lose my padlock key/forget my combination?
We can cut your lock off should this be necessary – don’t forget to provide a new padlock to secure your room afterwards. There is a £10 charge for lock cutting, or it is free if you purchase a new lock in the store.
We keep a log of your security access code to the building – if you forget this we can go through some security questions with you and remind you of what this is
We offer a key holding service for £20 every 4 week.
What happens if the main account holder has passed away?
Please contact the store directly at the earliest opportunity and this will be dealt with as sensitively as possible.
What happens to our things if we miss a payment?
We will send you a reminder before this point. And contact you to settle the payment before it becomes a problem. If however you do miss a payment, we will allow you 10 days to settle your outstanding amount. After this time you will be charged a late fee, your room will also be locked by us and your entry code temporarily disabled until the account is settled. You will be informed in writing when this takes place, as per the terms of your Customer Licence that you signed. We will be in contact to inform you of any further developments if the account remains outstanding.
What identity documents do I need to bring for verification?
An official document with your photograph such as a driving licence or passport.
If you are a business customer and are a company director or senior manager, please also provide proof of your position such as a business card or a letter from Companies House. If you are a business customer but are not the company director or senior manager, please provide a letter from the business to confirm that you have the authority to sign the Customer Licence on behalf of the company.
What if I have reserved my room, but my dates change? Can I change my move in date?
This isn’t a problem, just let us know your new move in date and we'll change it.
What if I’m not in to accept the delivery?
If no-one is available to accept the delivery a card will be left to inform you how you can collect your parcel or arrange re-delivery. It then becomes your responsibility to contact the relevant delivery company to arrange a suitable re-delivery date. We accept no liability if delivery is not made due to you not being available.
If you wish for the items to be left at a location in your absence, and you have a specific dry area in which they can be left, at either your premises or a neighbour's, please ensure to inform us when you are placing the order and leave a signed note for UPS, indicating precisely where the item(s) should be left. If a note is not left in your absence, we cannot guarantee delivery.
What if part of my packing materials order is missing?
Please contact us straight away on 0800 083 4948 or 01276 477177 and we will get this resolved for you.
What is an emergency contact?
This is someone that we can contact in case of an emergency. They must have an alternative telephone number and email address to yourself.
What is included in the quote price?
The quote sent through to you covers your storage costs only. Prices quoted are per week and are charged 4 weekly and in advance.
What is my customer number?
Your customer number is unique to you and requried to log into check in online. It will be displayed on your reservation confirmation email, or can be obtained by contacting your local store or Customer Support on 0800 783 4949 or 01276 477177.
What is the average height of your rooms?
Our rooms are usually 8ft high, but this can vary store to store and on location of the room within the store. Some stores may be 7 ft high. Lockers are 3ft high and overhead lockers are usually 4 ft high. Please check with your prefered store if you require a specific height or size.
What is the biggest size room you have?
This varies from store to store and can be anything from 400 sq ft to an entire floor of 5,000 sq ft or more. If you are interested in a large room please contact your local store and they will discuss your needs. In some cases we can build a room to your required size, if we have the space available.
What is the maximum length of stay?
Our minimum stay is just 7 days, however, storage is ongoing so there is no set move out date or maximum lehgth of stay once you've moved in. Your storage will continue for as long as you need it. With payments taken every 4 weeks. You only need to inform us when you wish to move out by giving us 7 days written notice.
What is the minimum insurance required to store?
The minimum value is the full new replacement value of your goods. Our policy starts from up to £2,000 at a cost of £3 per week. However, if you fail to declare the full new collective replacement value of all your goods on the Insurance Application Form, in the event of a claim you will only be entitled to recover from the Insurers the proportion of the loss as the declared value bears to the full new replacement value of your goods. Please be aware that the consequence of under insurance will be a reduced settlement of any claim .
What is the minimum length of stay?
Minimum length of stay is 7 days. Payment is 4 weekly and in advance. Therefore you would be required to give notice on the day you move in. And the additional 3 weeks you have paid will be refunded on the day you move out.
What is the smallest room size you have?
Our rooms start from 3ft sq lockers, which are also 3 ft in height. We then have some slightly larger Overhead lockers at selected stores only. So called because they are position above a regular walk in storage room and accessible via a moveable ladder. These range in size from 12sq ft to 40 sq ft with the height ranging from 4ft to 5ft - please check with your local store for actual sizes and availability.
Our first full height room starts at 9sq ft and is usually 8ft high.
What is the volume capacity of your rooms?
We tend to work on square foot measurements as we do not charge on a cubic volume capacity but rather on a square foot capacity. To work out the cubic square feet of a room, take the square foot, and times by the height of the room. The majority of our rooms are usually 8ft high, however this can vary store to store and on location of the room within the store. If you need specific details, please contact your local store or speak to one of our UK based Customer Support Team on 0800 783 4949 or 01276 477177.
What is the weight limit for your lifts and upper floors?
Our lifts will take a maximum of 26 people or 2000KG in weight. The recommended load distribution for the upper floors is 500KG per sq metre.
What is your returns policy?
If you are not completely satisfied with the items you receive, you may return them to us, unused, within 30 days of receipt and you will receive a full refund for the cost of the merchandise, less delivery costs. If you receive damaged goods or the items you received were not the items ordered we shall refund the delivery cost and arrange for the items to be returned to us at our cost. Your credit card will be credited within five working days of the merchandise being received back at our facility. All storage packs must be returned unopened. All returns require a return authorisation number. Please contact our webshop customer service department on freephone 0800 083 4948 or 01276 477177 for return address and authorisation number.
What lighting /electricity is provided within the rooms?
At the majority of stores, rooms of 150 sq ft or larger have lighting in them. Some offer a small quantity of 100 sq ft or 125 sq ft rooms with lighting. Please check with your chosen store for details.
Only a small selection of rooms have electrical points in them. The power supply to these is turned off between customers, and unless you request it, will remain off. Should you wish to use a room with a power supply please discuss this with the store to establish availability and the store will arrange to turn the power supply on for you. All equipment must be available for PAT testing once a year. You will be charged for electricity usage if you require this service.
Alternatively you can arrange to have a power supply installed with the agreement of your Store Manager for an additional cost depending on your requirements. Please speak to the Store Manager to discuss what, if anything is possible at your location.
What needs to be paid up front?
Reserving is free of charge and is quick and simple to do. Your first payment will be made when you arrive at the store to sign your Customer Licence. At this point you will be asked to pay a security deposit, usually equivalent to 1 week's storage costs (inc. VAT). This is a one off payment which is refundable when you move out provided you leave the room in the same condition as when you rented it. You are also required to pay for your storage, 4 weekly and in advance and insure your goods whilst they are in storage.
If you're getting insurance through ourselves, your weekly insurance cover will need to be paid up front with the storage charges for the same number of weeks - the value of this will vary depending on the level of cover you need, but starts from £3 per week for £2,000 of cover.
You will therefore be required to pay for your first 4 weeks storage plus your security deposit and insurance when you move in.
What recycling facilities do Big Yellow offer?
This varies from store to store. Please speak with your local store to confirm what they can offer.
What size are your rooms?
The smallest space available is our 9 sq ft lockers, which are 3 ft high (similar to half a telephone box). These are available at the majority of stores.
Our main storage rooms are generally 8 ft in height and come in the following sizes at most stores, 10 sq ft, 15 sq ft, 20 sq ft, 25 sq ft (roughly a garden shed) , 30 sq ft, 35 sq ft, 40 sq ft, 50 sq ft (about a transit van size) 75 sq ft, 100 sq ft (think single garage size), 125 sq ft, 150 sq ft, 175 sq ft, 200 sq ft (approximately a double garage size), 225 sq ft, 250 sq ft, 275 sq ft, 300 sq ft, 325 sq ft, 350 sq ft, 375 sq ft, 400 sq ft, 500 sq ft and above.
We also have large warehouse space up to 4,000 sq ft available at a selection of stores. Rooms sizes specific to each store can be found within the Get a quote section of the website.
What size room will I need?
When considering what size room you will need, don't forget to stack the items in the room. You're only paying for the floor space, not the height. So the more things you can stack up, the less floor space you will use, and the less you will pay. Download our free guide to Packing and Stacking for some tips.
To help you choose the right room, if you have the time pop into your local store and the staff will show you a couple of different sizes.
Or if you're short on time, there is a size estimator within the quote journey on our website. First choose which store you'd like to use, then you'll see the size estimator. Change the picture to the 3D building if you prefer, or look at the descriptions in the drop down list to help you choose. Even if you're still not sure when you come to move in, we can upsize or downsize you on the day for no extra cost, provided we have availability. Or call our Customer Support Centre on 0800 783 4949 or 01276 477177 who can chat through your space requirements and what the ideal room size for your needs would be.
What time do I need to be there to move in?
We recommend you get to the store at least an hour before we close to ensure all paperwork is completed and you have moved in before our store reception closes. Once the reception is closed you can only have access to the storage area if you have paid for Extended Access. Our Big Yellow & Armadillo reception opening hours are 8am to 6pm Monday to Friday, 9am to 6pm Saturdays and 10am to 4pm on Sundays.
We have recently acquired BiG Storage and at present 2 of these stores are not operating the same opening hours as us. Morecambe is open Monday to Friday 8am to 6pm, Saturday 9am to 3pm and is closed on Sundays and Bank Holidays. Macclesfield is open Monday to Friday 8.30am to 5.30pm, Saturday 9am to 4pm and is closed on Sundays and Bank Holidays
What times can I access my room?
Standard access to your room is allowed between 8am to 6pm Monday to Friday, 9am to 6pm Saturday and 10am to 4pm on Sunday.
We have recently acquired BiG Storage and at present 2 of these stores are not operating the same access hours as us. Morecambe is open Monday to Friday 8am to 6pm, Saturday 9am to 3pm and is closed on Sundays and Bank Holidays. Macclesfield is open Monday to Friday 8.30am to 5.30pm, Saturday 9am to 4pm and is closed on Sundays and Bank Holidays
If you require access outside of these hours, please speak to the store about arranging for Extended Hours Access. This is usually 5am to 11pm and costs £10 every 4 weeks or £5 for a one off use of this service. Unfortunatly, not all stores offer this service. Please check with your preferred store or call our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 for details.
When am I required to give notice for moving out?
7 days before your chosen move out day if renting a storage room, 28 days before your chosen move out day if renting a Flexi Office or a paid for parking space, and month if you are a National Accounts customer terminating your contract (i.e. moving out of all stores/rooms being used).
When do I start paying?
You will start to pay for your storage from the day you sign the Storage Licence and move in. You will then continue to make a payment every 4 weeks, unless you have arranged to pre pay for a set period of time such as a year.
When is my next invoice due and how do I find this out?
The store or our UK based Customer Support Centre (0800 783 4949 or 01276 477177) will be able to confirm this information for you.
When will I get my refund?
If we owe you money when you move out, it will be paid back to you within 14 days of you moving out.
When will my delivery arrive?
Deliveries usually arrive within 2 working days. They are often next working day, but this is not guaranteed.
For an update on your parcels progress, please contact our Customer Support Centre during our office hours (8am-8pm Monday to Friday) on 0800 783 4949 or 01276 477177 and they will check on the status of your delivery.
For larger orders of multiple storage packs or over 50 individual boxes, longer delivery periods may be required. You will be contacted to confirm longer delivery times prior to dispatch if this is necessary.
Where are your stores located?
We have 87 stores across the UK. See list below, or go to our store locator to find your nearest store.
Click on a store name to load details:
- Bristol Ashton Gate
- Bristol Central
- Cheadle and Wilmslow (Armadillo)
- Derby (Armadillo)
- Dundee (Armadillo)
- Finchley East
- Finchley North
- Gypsy Corner
- Hanger Lane
- High Wycombe
- Hull (Armadillo)
- Liverpool Edge Lane
- Liverpool North (Armadillo)
- Liverpool South (Armadillo)
- Macclesfield (Armadillo)
- Milton Keynes
- Morecambe (Armadillo)
- New Cross
- New Malden
- Nine Elms
- North Kensington
- Peterborough (Armadillo)
- Sheffield Bramall Lane
- Sheffield Hillsborough
- Sheffield Parkway (Armadillo)
- Sheffield West Bar (Armadillo)
- Staples Corner
- Stockton (Armadillo)
- Stoke (Armadillo)
- Tunbridge Wells
- Warrington (Armadillo)
- West Molesey
- West Norwood
Where is my nearest store?
Go to our store locator page to find your nearest store.
Who has access to my room?
Only those authorised persons who you have given permission to and have indicated on your account will have access to your room. You can give someone access to your room, without having access to your account management. You are responsible for giving them your access codes and padlock key / combination number. We do offer a key holding service if required at a cost of £20 every 4 weeks.
Who is Big Yellow?
We are Britain's favourite, and the UK's market leading self storage company. We were founded in September 1998 by Nicholas Vetch, Philip Burks, and James Gibson and listed on AIM in May 2000, moving to the Official List of the London Stock Exchange in June 2002. You can read more about us here.
Why do I have to give Direct Debit details?
We encourage all our customers to pay by Direct Debit. As we charge on a 4 weekly basis rather than a set date each month we find that the Direct Debit option is a benefit to our customers. The Direct Debit can be cancelled easily by giving 7 days written notice to move out (or 28 days if you're a Flexi Office or Vehicle Parking customer) and any non used rent will be refunded back to you.
Why do I have to pay up front for 4 weeks when I need less than 7 days storage?
Storage is charged on a 4 weekly basis with any non used time refunded after 7 days written notice to move out. This forms part of the terms and conditions of the Customer Licence you would sign to store with us.
Why do I have to pay upfront and in advance?
As we are providing a service, it is fairly normal to ask for payment in advance. This also means that we do not need to run credit checks against you.
Why do I have to submit an inventory?
An inventory of the items you are storing is required as part of the terms and conditions for storage. If taking our insurance, the inventory also forms part of your insurance validation.
Why do I need insurance?
Just like living in an apartment where usually the building insurance is covered by a third party, you still need to have contents insurance. Self storage works the same way. Our insurance covers our building; your insurance is to cover your possessions.
Why do I need to check-in online?
This speeds up the time required to move you in on the day. The longest part of this is usually completing the insurance inventory. Check-in online allows you the ability to complete this in your own time and in the comfort of your home.
Why do I need to supply ID?
For security reasons we need to keep a record of all active customers.
Why do the prices differ store to store?
Storage is charged much the same as a hotel room. The cost of a room outside of London would always be more reasonably priced than a room in Central London for example.
Why doesn’t it show me the prices for insurance on the website?
The value of insurance you require is entirely dependent on the value of the items you are storing if you had to buy them all new. We refer to this as the new full replacement value. We cannot estimate this value as we are unaware what a potential customer may store. This is why we prefer to deal with you directly, to work out a bespoke price for you. The cost of insurance starts from £3 per week.
Why have I been charged for my direct debit bouncing?
This is an administrative fee and is not reflective of any charges incurred by Big Yellow as a result of a payment being returned.
Why is the paperwork necessary?
The Customer License is the legal agreement between you the Licensee and us the Licensor.
Will Big Yellow help me pack my storage in my room?
No. This is not a service we provide. It is your responsibility to move your things into your room. We offer a forklifting service should you require unloading palleted goods from a large vehicle. This service is only available within the car park, not inside the storage area and costs £5 per load lifted.