Frequently asked questions

No.  We don't permit the use of storage rooms for anything other than storing items.  Sleeping or attempting to live from our storage rooms is strictly prohibited and in breach of our terms and conditions of use.

Yes. If granted, as this service is discretionary and based on customer need, there is a small charge of £12 every 4 weeks or £5 for a one off use of this service.

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.

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.

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.

Standard access to your room is allowed between 8:30am to 5:30pm Monday to Friday, 9am to 5:30pm Saturday and 10am to 4pm on Sunday.

If you require access outside of these hours, please speak to the store about arranging for Extended Hours Access. This service is discretionary, based on customer need, usually from 5am to 11pm and costs £12 every 4 weeks or £5 for a one off use of this service.  Unfortunately, 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.

Anytime during our reception hours of 8:30am - 5:30pm Mondays to Fridays, 9:00am to 5:30pm Saturdays and 10:00am to 4:00pm Sundays.

If you need to access your wine storage before or after our stores close, we can arrange access between 5am to 11pm, 7 days a week, we just need to activate this in advance for the date(s) you need.  This can be done over the phone during our reception opening hours.

Children are allowed in store as long as they are supervised at all times by an adult

No. For security reasons access to our facilities is very limited and only permitted to customers who are loading and unloading into their storage areas.

However some stores do offer car parking spaces to rent for longer periods of time, for further details please contact your local store.

As this information is security sensitive you will need to call your local store or our Customer Support Centre to answer some security 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.

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 once you have moved in.

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 5:00am to 11:00pm, at the majority of our stores.  This is a paid for discretionary service, based on customer need and manager discretion and is £12 every 4 weeks or £5 for a one off use.  Please speak to your store if you would like to set this up.

 

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 5:00am to 11:00pm at most stores and can be easily set up provided you come to the store in person. This service is discretionary and based on customer need. There is a small additional charge of £12 every 4 weeks, or £5 for a one off use of this service.

Our stores, Big Yellow & Armadillo, are open the following hours:

Monday to Friday 8:30am to 5:30pm

Saturday 9:00am to 5:30pm

Sunday 10:00am to 4:00pm

Most stores also offer extended access hours and usually these are from 5:00am to 11:00pm Monday to Sunday.  However, please check with your chosen store as there are a few exceptions.  This service is also discretionary, dependent on customer need and chargeable.

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 8:00am to 8:00pm, Saturday 8:00am to 6:00pm and Sunday 9:00am to 5:00pm. See our full list of opening hours for any current seasonal changes to our opening hours.