Frequently asked questions

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.

As we are providing a service, it is fairly normal to ask for payment in advance. This also means that we do not need to run credit checks against you.

No. We only accept payments every 4 week. Alternatively, you can pay in advance for longer and if paying for over 52 weeks can benefit from our Pre-payment discount. Speak to your store or our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 for details on this offer.

No. As the payment is taken every 4 weeks rather than per calendar month, the payment will always come out on a different date each month.

No. The payment date will be dependent on the date you move into your reserved room. Then it will be every 4 weeks from this date moving forward.

Yes.  You can add your bank details within Check-in Online.  

You will be emailed a link to the Check-in Login page from your reservation confirmation email, which also contains your login details.

No. The DD date is set to start from the day you sign your Customer Licence, and will then continue every 4 weeks from this date.

No. For security reasons we cannot accept cash. All payments must be by credit or debit card if not paying by Direct Debit.

We only accept business cheques, not personal cheques.  These should be made payable to Big Yellow Self Storage Company Ltd.

This depends how late you are in paying your bill. We will send you a reminder before your due date and contact you if you have not got Direct Debit set up, so you will have every opportunity to pay before going past your due date. If however you do, 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.

This is an administrative fee and is not reflective of any charges incurred by Big Yellow as a result of a payment being returned.

Yes. Once you have moved in and paid your initial invoice you can arrange for someone else to pay your invoices on your behalf should you wish. They will need to be by credit, debit card, or Direct Debit.

No. We let you know upfront all the costs that will be involved before you move in. There are 4 things you need to consider. Your refundable security deposit, storage fees, contents protection and a padlock to secure your room, if you don’t already own a suitable one.

All customers are required to pay a 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.

Storage is paid in advance and 4 weekly.  When you move in you will need to pay for your first storage period, which may be either 4, 8 or 12 weeks storage depending on the opening offer available at the time.  You will then continue paying every 4 weeks until you give us notice to move out.

Contents protection is dependent on the full new replacement value of your goods if you had to buy them again today. Please call your local store or speak to our UK based Customer Support Centre on 0800 783 4949 or 01276 477177 where a member of our team can work this out for you. The cost of contents protection for your goods through our Enhanced Liability Service starts from £6.25 per week for £4,000 of cover.

Padlocks need to fit our doors. The ones we sell are the correct size and of a suitable durability. Both contain a hardened steel shackle of either 8mm or 9mm in diameter. Please check with the store if you are bringing your own padlock that it is suitable for use.

We do not accept Diners cards.

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.

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.

You will start to pay for your storage from the day you sign the Storage Licence and move in. If you choose to use our goods protection through our enhanced liability cover, you will also start to pay this at the same time.  You will then continue to make a payment every 4 weeks, unless you have arranged to pre pay for a set period of time such as a year.

Reserving is free of charge and is quick and simple to do.  Your first payment will be made when you arrive at the store to sign your Customer Licence.  At this point you will be asked to pay a security deposit, usually equivalent to 1 week's storage costs (inc. VAT).  This is a one off payment which is refundable when you move out provided you leave the room in the same condition as when you rented it.  You are also required to pay for your storage, 4 weekly and in advance and insure your goods whilst they are in storage.

If you're protecting your goods through our enhanced liability service, this will be included in your costs and will need to be paid up front with the storage charges for the same number of weeks - the value of this will vary depending on the level of cover you need, but starts from £6.25 per week for £4,000 of cover.

You will therefore be required to pay for your first 4 weeks storage plus your security deposit and goods protection when you move in.

Any changes to your account need to be made in writing to your local store. This can be emailed, posted or dropped off in person.

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.

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

The store or our UK based Customer Support Centre (0800 783 4949 or 01276 477177) will be able to confirm this information for you

Most customers find Direct Debit the easiest and most convenient way to pay for their storage.  However, if you have not already set this up, you may wish to pay online. You can do this by creating or logging into your online account at https://www.bigyellow.co.uk/myaccount/signin/#checkin and using the details on your invoice or reservation email, then going to the Invoices & documents tab.  This is the same account you would have set up when you checked in online.

Within this section you should see a payments tab.  However if you don't see it, this means you either are up to date with no invoices to pay or you're already set up on Direct Debit.

All invoices, documents raised and transactions paid will be visible from the past 12 months for you to view, download or save.

An email will only be sent if there is an online account associated with the email address entered.  

Try creating an account instead.  If you already have an account, you will be redirected to the sign in page.  Otherwise it will just let you set up your account.

Although this is not automatic, it is very easy to set up and if you're already a customer and completed your check-in online, you'll already have created an account.

The easiest way to check if you have an account is to go to My Account and create an account using your own email address and your customer number and room number.  You'll find these details on your invoice or reservation email. 

Once you've set your account up, you will only need your username and password plus your two factor method of choice the next time you login.

And if you already have an account, you'll just be redirected to the Sign In page.

Once logged in, you can view, download and save all previous invoices and payment transactions within the past 12 months.

If the total inside your account is displaying £0 you have not selected an invoice to pay.

Please click in the empty box on the right hand side of the invoice to select it. 
The total will then change to the value of the invoice and you will be able to proceed with your payment.

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.

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.

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.