Frequently asked questions

We advise all customers to Check-in Online before you get to the store, where you can upload your photo and documents. 

These documents include a UK photocard driving licence,  passport or biometric residence permit.

Any other forms of photo ID will require an additional proof of address document.

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.

Unfortunately not. We require photographic proof of ID to confirm you are who you say you are for security reasons.

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.

No.  You need to sign the contract yourself, however once you have signed the contract you can nominate others to act on your behalf.  For example, if you have a removal company moving your goods in. 

Your payments will start from the date you sign the Customer Licence, so please bear this in mind.

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.

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 8:30am to 5:30pm Monday to Friday, 9:00am to 5:30pm Saturdays and 10:00am to 4:00pm on Sundays.

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 one hour before we close, to come and sign the licence, you can move in today.

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.

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.

This isn’t a problem, just let us know your new move in date and we'll change it.

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.

You need to be 18 years of age to rent a storage space

Photo ID - Passport, driving licence, national ID card, Inland Revenue card, UK citizen card or any ID card showing your name and picture.

Company ID – If you are the proprietor/director please provide proof such as a business card stating your title. If you are not the proprietor/director we need a letter from the business to confirm you have the authority to sign the Customer Licence on behalf of the company.

Description of the Business Activity - your business address on headed paper, any relevant brochures or leaflets and website details.

Bank Account Details - A copy of the bank account for the business (not more than 3 months old).

First Payment – Your first payment must be made by credit or debit card – it cannot be cash or a personal cheque. We will set up your Direct Debit for all future payments.

Contents Protection– 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, and we will need a copy of this document for our records.

Vehicle Insurance – as part of your Flexi Office arrangement, subject to store and availability, you will be provided with one free car parking space. To use this space please provide a copy of your valid vehicle insurance.

Documentation verification – When you get to the store we’ll double check all your details and ensure you have the correct paperwork.

Digital Photo – We’ll take a digital photo of you to keep on file whilst you’re using our Flexi Office.
Security and Health and Safety Demonstration – We’ll show you how everything will work including fire evacuation procedures, your access codes and room alarm.

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.

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.