Frequently Asked Questions

We're based in Croydon and cover South London as our primary area — including Bromley, Sutton, Merton, Wandsworth, Lambeth, Southwark, Greenwich, Lewisham, Kingston, Richmond and Central London. We regularly travel North of the river and beyond the M25 too — all we ask is that you arrange this with us in advance so we can confirm availability and agree any distance surcharge before the booking is confirmed.

Yes. We hold Public Liability Insurance (PLI) and Goods in Transit Insurance. We take great care with every item we handle, and our insurance gives you peace of mind that you're in safe hands. Coverage limits are available on request.

We operate a Luton size van — one of the largest available for man and van services. It's ideal for 1–2 bedroom flat moves, large furniture items, and substantial loads. If you're unsure whether your job will fit, just describe what you need to move in your quote request and we'll advise.

Fill in our short Get a Free Quote form on the website. Tell us the type of service, your location, and a brief description of the job. We'll get back to you with a personalised quote — usually within a few hours.

It's simple:

• Submit a quote request or booking form on our website
• We review your job and send a confirmation email with the agreed price and job details
• If a deposit is required, payment details will be included in the confirmation
• Once confirmed, your slot is reserved

Please do not make any payment before receiving a written confirmation from us.

• Jobs under 4 hours: No deposit. Pay in full on completion.
• Jobs of 4 hours or more: Deposit equal to 2 hours of work is required.
• Full-day bookings: 100% deposit required to secure the day.

Deposits protect both parties — yours is fully refunded if you cancel at least 24 hours before the job.

We accept cash, card payment, and bank transfer. Please select your preferred payment method when submitting your booking. Full payment is due on completion of the job.

If paying by bank transfer, payment must be made before the job starts. Payment details will be included in your booking confirmation email.

We understand plans change. Our policy is straightforward:

• Cancel 24+ hours before the job: Full refund of any deposit paid. No charge.
• Cancel less than 24 hours before: Deposit is forfeited. This is because a last-minute cancellation means we can no longer fill that slot.

Parking is the customer's responsibility. If parking restrictions apply at your collection or delivery address, please arrange a parking permit or suspension in advance. Any parking charges or penalty notices incurred during the job will be passed on to the customer.

Yes — for Man & Van Removals, basic furniture disassembly and reassembly is included as standard. This covers standard flat-pack and frame furniture such as beds, wardrobes, and dining tables. If you have particularly complex or specialist furniture, let us know in advance.

As a rough guide:

• 1 mover: Studio or bedsit, or a handful of small items
• 2 movers: 1–2 bedroom flat, most standard moves
• 3 movers: 3+ bedroom house, heavy items, tight access, or time-sensitive moves

If you're unsure, select "Not sure — advise me" in the booking form and we'll recommend the right team size based on your job.

We use a combined floor system — we add up the floor levels of both addresses (collection and delivery) to determine whether a surcharge applies:

• Combined floors up to 3: No surcharge. For example, ground (0) + 2nd (2) = 2 ✓, or 1st (1) + 2nd (2) = 3 ✓
• Combined floors of 4 or more: +£10/hour. For example, 1st (1) + 3rd (3) = 4, or 2nd (2) + 3rd (3) = 5

This approach is fairer than a flat surcharge — if one address is ground floor and the other is 3rd, you only pay the standard rate.

For higher floors, we strongly recommend booking an additional mover. Carrying heavy items up multiple flights is physically demanding, and an extra pair of hands makes the job safer, faster, and better for everyone. If the volume of work is too large for the team size booked, we may ask the customer to provide additional help or book another mover — this will always be discussed before the job starts.

We don't currently supply packing materials as part of our standard service. We recommend having your items packed and ready before we arrive to make the most of your booked time. If you need advice on what to prepare, feel free to ask when getting your quote.

We hold Goods in Transit Insurance which provides basic free cover for your items during transit — subject to our Terms & Conditions. This cover applies automatically to all Removals and Delivery jobs at no extra charge.

Please note that this basic cover has limitations — it does not apply to items that have not been adequately packed, fragile items without proper protection, or jewellery and high-value items not declared in advance. Full details are in our Terms & Conditions.

If you have valuable or sentimental items, we recommend arranging your own additional insurance. You can find specialist removal insurance through:

• comparethemarket.com — home moving insurance
• moneysupermarket.com — contents in transit cover

We also recommend checking your existing home contents insurance policy — many policies include cover for items during a move.

You will be asked to select your insurance preference when submitting your booking.

Submit a quote request and include the product name, IKEA or Argos article number, or a link to the product page. We'll confirm a fixed price by email — usually within a few hours. Having the product details upfront means no surprises on the day.

We can handle everyday minor electrical jobs such as replacing sockets and switches, fitting light fixtures, hanging chandeliers, and similar tasks. We do not carry out work that requires certification under Part P of the Building Regulations (such as new circuits or consumer unit work). If your job requires a certified electrician, we'll let you know.

We can help with basic plumbing tasks — replacing taps, fixing leaks, fitting new shower heads, and similar jobs that don't require breaking into walls or structural modifications. If your issue is more complex, we'll advise you honestly and recommend a qualified plumber.