Frequently asked questions

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 14 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.

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.

During our reception opening hours you can come and go as often as you like. Normal hours are 8:30am to 5:30pm Monday to Friday, 9:00am to 5:30pm Saturday and 10:00am to 4:00pm Sunday.  

Outside of these hours at all Big Yellow stores, you can arrange to have Extended Access hours granted for a small additional fee of £12 every 4 weeks or £5 for a one off use of this service. 

This service is discretionary and based on customer need.

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 5:00am to 11:00pm, but can alter depending on what the local council have given us permission for. Please check with your chosen store for details.

This service is discretionary and based on customer need and will need 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 £12 every 4 weeks, or £5 for a one off use.

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.

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 contents protection valid.

Yes. However they need to fit onto our door locks. The ones we sell are the correct size and of a suitable durability, with 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.

Our combination padlocks are £18 each.

Most storage rooms require 14 days notice before your chosen move out day.  Some larger rooms, our Flexi offices and any paid for parking spaces require 28 days notice before your chosen move out day, National Customers require a month's notice before terminating your contract (i.e. moving out of all stores/rooms being used).

You can move out with less notice, but you will continue to be charged to the end of your notice period.

The number of days notice specifc to you is written on your customer licence.  If you are unsure, please call the store or alternatively our Customers Services team on 0800 783 4949.

Your storage rolls over and you will be charged for the next 4 weeks storage when it is due.

If you move out anyway, without giving notice you may be charged extra to cover the 14 day notice period  - check your contract as you may be on a 28 notice period if you have rented a larger room or flexi office. 

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 goods protection. Your 4 weekly charges will then commence from this date.

You are not committed 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 anymore.  Just contact your local store or our UK based Customer Support Centre to amend or cancel your reservation at any time.

You will be sent a PIN code which you use on entry and exit, to disarm and alarm your room.

If you forget to set your alarm on exit, your alarm will automatically be activated after a short period of time.

There is no minimum stay, but a 14-day notice period applies to all billing. This means you will only pay for the time you are with us, subject to a minimum charge of 14 days.

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 14 days written notice before you move out to avoid any admin charges.

You can move out after just a day, but you will still be paying for the minimum rental period of 14 days' as we require 14 days' notice.  Please inform the store when you move in if you wish to move out before the end of the first 4 week billing period. Any unused rent paid in advance will be refunded to you on the day you vacate.

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 783 4949 or 01276 477177 for return address and authorisation number.

Storage is flexible with a 14-day minimum stay and no maximum limit. Billing occurs every four weeks; to move out, just provide 14 days' written notice, either via email or within your online account.

If you have not yet started storing with us then yes. You can log back into your online account and 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 see this section to make further amends if you log back in one 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, 

If you already have one active room with us and are taking out a second room, just let the store know what you are adding to your inventory in that second room

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 as this could affect the cover you have on your room. Please inform the store staff of any changes to the contents of your room.

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.
If you have set up an online account, the information will be visible to you there.  

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 service dogs for the visually impaired or blind.

Yes. We can arrange to 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.

It is the customers responsibility for any movement of belongings either in the same store or different store. If you would like to transfer to another store we can help you organise the paperwork for a new room and contract. If van hire / removals companies are required we have a list of recommended companies we can give you the details of.

Yes.  Please contact your local warehouse location or our customers services team on 0800 783 4949.

Yes, you can do this within your online account, by contacting your local warehouse location or call customer services on 0800 783 4949 and we will amend your move out date on your customer record. Your payments will continue until you inform us that you have vacated the room. Once we have received notification you have left the room, we will process any refund owed to you.

Payments online has been upgraded, is more secure and now accessible within your online account, behind your chosen two factor authentication.  
Access our quick guide to payments here and see how it will look.

It includes copies of all invoices and transactions for the past 12 months.

These are instantly updated for you to download and save as soon as they are added to your account or paid.

You can also add more than one storage account to the same online account, meaning if you have multiple rooms across multiple locations, you can pay and see your invoices all in one place.

Yes. As soon as your payment is complete, your official receipt is instantly available for you to view and download within the Invoices & Documents section of your online account.

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.

You can move out at any time during your payment period, you just need to give us 14 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 1,000 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 done within your online account, 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.
Unless you have extended access hours, please ensure you move out during our store opening hours.

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.

No. Check-in Online is only a check in service available before you move in. Any further changes will need to be done directly with the store.

Depending on how much this change affects your Contents Protection, you may need to come into store and sign a new licence. You will be advised of this when you call or email.

Before you can store with us, we require certain information.  To avoid delays at the store we recommend you create an online account and complete Check-in Online before you arrive.
You will be asked to complete 5 main sections: Personal Information or Company Information, Security & Access, Direct Debit, Customer Licence, and Inventory of goods stored. 

Security & Access contains 3-4 subsections depending on the store you are storing with.  We partner with Yoti to do your Identity check. If you're a business customer you will also need to provide proof of authority to deal with the account on behalf of your company. Another section asks you to provide us with an Authorised Person - someone we can contact in an emergency, that you can also give access to your room or control of your account if you wish to.  Any persons entered here must have different contact details to your own.

Your personal details will be confirmed back to you from what you completed during your reservation and you have the opportunity to amend them if you so require.

Once you're a customer your online account gives you access to your all invoices and payments, The check-in online section however is only visible before you move in.

No. This is not a service we offer. Although we can assist you if you require goods to be forklifted off a vehicle at the majority of stores. This service is charged at £7.50 per load lifted.

Most of our boxes and packing materials can be ordered online for delivery to your chosen address.  We can deliver any of the cardboard boxes and packs, plus most of the smaller items. We can’t deliver the plastic boxes 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.

You can also arrange for your chosen items to be ready for you to collect and pay for at any one of our stores. There are no restrictions to the product types you can collect in store.

See full range of items sold in our Box Shop section of our website.

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 penalty late charge, 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.

We are rolling out Guest WiFi to our stores which will be available mostly in reception, but sometimes throughout the store too. If available, Guest WiFi will appear in your WiFi search but please check with your store team for clarification.

Although there is no phone line provided, power can be arranged at an additional charge in some cases. The store team will be happy to help with this.

Storage is charged on a 4 weekly basis with any non used time refunded after 14 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.  

Our new customer opening offer gives you 50% off your storage, vehicle, or flexi office rental for an introductory period.

 

Here’s everything you need to know:

 

Who can use the offer?
This promotion is available to new customers who don’t currently have storage with us, and to existing customers taking additional space or transferring to a larger room.

How long does the discount last?
The 50% discount applies to your first invoice only, which can cover 4, 8, or 12 weeks, depending on the option you choose at move-in. Once selected, the duration can be reduced but not increased.

Is there a minimum stay?
Yes. The minimum stay for the opening offer is 14 days. If you move out before 14 days, the discount won’t apply.

What if I move out early?
If you’ve stayed 14 days or more but leave before your offer period ends, we’ll adjust your final bill so you only pay the full rate for the time you’ve used.
Example: If you chose the 8-week option but move out after 6 weeks, you’ll be refunded 2 weeks at half price.

Do I need to pay upfront?
Yes, payment is taken in advance for the full duration of the discounted period.

Can I use the offer more than once?
You can use the opening offer up to twice during your stay, even if you take multiple rooms or transfer between spaces.

Are there any restrictions?
The offer applies to selected room sizes only.
Must be when taking additional space or transferring to a larger room.
Maximum of two uses per stay.
It’s not available to National Customers.
If your Customer Licence is transferred into another name, the offer won’t be reapplied.
Big Yellow / Armadillo reserve the right to withdraw or amend the offer at any time.

• National Customers – 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
• Keyholding
• Photocopying, scanning (most locations) and shredding
• Forklifting – our Big Yellow and Armadillo staff are trained to operate a forklift and most stores have one onsite.

For costs on all the above services please speak to your local store, our National Customers team on 01276 477812 or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177.

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.

We offer extended access hours in addition to our store opening hours at the majority of stores 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 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.