Frequently asked questions
General
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.
Please contact us via dataprotection@bigyellow.co.uk and request a Subject Access Request form to complete. Upon receipt of the completed form we will get back to you within the required 30 days.
No. The items just need to be stored securely.
This isn’t a problem, just let us know your new move in date and we'll change it.
No. We offer storage to domestic and business customers alike. Providing a variety of room sizes for all needs.
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.
No. This is why we ask you to pay in advance.
Yes you can. All refunds go to our Big Yellow Foundation; the Foundation works with charity partners supporting vulnerable people to find employment and create a better future for themselves. On your credit note, which you’ll receive if you are due a refund when you move out, you will see a line called ‘Charitable Donation to the Big Yellow Foundation’ – this is where we confirm the amount you have generously donated to this great cause.
Big Yellow matches total customer donations, so your contribution today will really help to make a difference. *
* Big Yellow will match individual customer donations up to £1000 and total customer donations in a year up to the value of £125,000
Yes. We have a bespoke wine storage facility at our Fulham and Kings Cross branches. It is a unique storage set up within temperature and humidity controlled areas within both stores. And we are the only company to offer this type of non bonded dedicated private wine storage. Offering 500 private, climate and temperature controlled wine cellars, with an onsite tasting room if required.
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 reserved, please let the store know and they will try to accomodate you.
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.
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.
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.
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.
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.
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.
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.
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.
Please put the changes in writing to your local store. This can be emailed, posted or dropped off in person.
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.
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.
It's easier if we show you. Click on one of our short videos on our youtube page to watch a demo to give you a better idea. You can also take a look at our How self storage works page to see what sets us apart.
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.
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.
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.
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.
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.
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.
If you have had a family bereavement and they hold an account with us, please contact the store directly at the earliest opportunity and this will be dealt with as sensitively as possible.
Please contact your local store who can arrange for a copy of your signed licence to be sent to you.
We have stores all across the UK. Please go to our store locator to find your nearest store.
Go to our store locator page to find your nearest 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.
Children are allowed in store as long as they are supervised at all times by an adult
You need to be 18 years of age to rent a storage space
For a video guide on how to build / tape together boxes and use a tape gun please watch are video guides using the below links:
How to use a tape gun: https://www.youtube.com/watch?v=QffevPMgoV0
Build / tape a box together:https://www.youtube.com/watch?v=q-UyagoV3QY
You will be invited to leave a review on your experiance when you move in and move out. Alternativley you can leave a review on Google Reviews or TrustPilot.
For any requests regarding your personal data please email dataprotection@bigyellow.co.uk.
For information on what we do with your data, see our full Privacy Policy.
Please contact us via dataprotection@bigyellow.co.uk and request a Subject Access Request form to complete. Upon receipt of the completed form we will get back to you within the required 30 days.
You will find unsubscribe links at the bottom of any pricing email or any marketing communication received.
Our marketing communications are separate from any of the limited follow up calls or emails in relation to the initial pricing email received. You will only receive marketing communications from us if you have previously given us your consent to send it to you at the time you become a customer. If you have never become a customer, you will not have had the opportunity to opt into any marketing communications and as such, will not receive any.
Our pricing and limited follow up calls or emails are sent out following your request for a price and prior to you becoming a customer. Our legitimate reasons for contacting you following your request for a price include ensuring you have the right size room for your needs as 85% of our new customers have never used self storage before and 54% of our customers moved into a different sized room to the one they originally selected to get a price for.
For more information on the above please see our full Privacy Policy.
Your personal data will not be kept for longer than is necessary to fulfil the specific purposes for which it was collected, and to allow us to comply with our legal requirements. For a full list of data retention periods, please see Section 11 of our Privacy Policy.
Big Yellow and Armadillo Self Storage are committed to protecting your personal data and respect your right to privacy. Our Privacy Policy explains how we collect and process your personal data, in accordance with the Data Protection Act 1998 (DPA) and from 25 May 2018, the General Data Protection Regulation (GDPR).
Our full Privacy Policy is available here for you to read. The date the policy was last updated is displayed at the very end of the document.
No. Your data is only stored on our own database and is not sold on to any third parties. For more information on how we use your data see our full Privacy Policy.
Please contact the store you are storing with or have been in communication with by email and they will assist you.
We welcome any feedback from our customers and are committed to providing a high quality of service. Please visit our Contact Us page where you will find various means to get in touch and pass on your feedback.
There are various ways you can get in touch. Either call or email the store direct, speak to our UK based Customer Support Team on 0800 783 4949 or message us through WhatsApp, Live Chat, Facebook Messenger or Text.
Please visit our Contact Us page for details.
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.