Frequently asked questions

We would always recommend using our own specialist self storage contents protection provided through our Enhanced Liability Service, which in the event of a claim, will provide you with both the appropriate cover and dedicated support. Third party policies may not be able to provide this level of service in helping you process any claim.

Not all household insurances will cover you whilst your possessions are away from your home in a self storage facility. Your household policy might state it covers “contents away from home”, but usually that does not include cover in self storage, so please check the terms of your policy.

If choosing to arrange your own insurance cover, your policy must provide the same high level of cover as Big Yellow’s Enhanced Liability Service. Your documentation, certificate, cover note and/or correspondence from your broker must be checked to ensure the following (please highlight all of these following points on your document(s) for our ease of reference):

The certificate/cover note is current. All certificates last for one year and have an expiry date.

The certificate/cover note/correspondence states that the cover provided matches the ‘normal perils’ covered within Big Yellow’s Enhanced Liability Service. These are: Actual physical loss of or damage to your goods caused by fire, lightning, aircraft, explosion, earthquake, riot, strike, civil commotion, malicious damage, storm, flood, ingress of water or other liquid substance, mould, mildew, burst pipes, escape of water from fixed installations, moth, insect or vermin damage caused by an external source, impact by vehicles, and theft accompanied by forcible and violent entry or exit from the building or storage room.

The certificate must state that it covers goods stored in ‘any unspecified warehouse or storage unit’ or ‘anywhere in the UK’ or the certificate must name the store you are storing at and the full postal address of the premises.

The stored goods value given on your storage inventory does not exceed the value on the certificate/cover note/correspondence.

The certificate/cover note needs to be in the name of the Customer on the Licence, or the Customer noted on the Licence, as the owner of the goods.

In addition, you will have needed to complete your storage inventory, which should identify any valuable items you have placed in storage. Please remember it is your responsibility to keep your policy documentation valid and up to date.

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.

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.

This will depend on how you made previous payments on your account:

• Payments by standing order / faster payment / BACs will be refunded by cheque.
• Payments by Direct Debit will be refunded to the account from which payments have been most recently taken.
• Payments by credit or debit card will be returned to the same card used for the most recent payment.
• Payments via Apple Pay, refunds can only be made back to the device they were initially paid on, please bring this with you when you come to reception.

If the refund amount is larger than the most recent payment amount then your refund may be issued part and part. i.e. Part to a credit card and part to a bank account.

We do not retain your card details, so you will need to contact reception when closing your account in order for us to issue your refund.

No, we do not accept cash or cheque payments.

Payments can still be made by Credit / Debit Card - in store or online.

Or Bank Transfer – details are on your invoice, or Direct Debit.

Please ask a member of staff for a mandate if you do not already have a Direct Debit set up.

Just contact the store you have reserved at directly, or our Customer Support Centre on 0800 783 4949 or 01276 477177, before your scheduled move in date 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.  The move in date can also be changed within your online account.