Moving Guide & Frequently Asked Questions
Our goal is to ensure you have no doubts before booking. We have prepared answers to the most common questions below. However, if you cannot find the answer you need, please feel free to contact our professional Move Coordinators, Dora and Irina. They are always happy to provide expert advice on equipment, pricing, or safety standards to make your move seamless.
Do you have a questions for us? We’re always happy to help! You can easily reach us on WhatsApp by email big.small.removals21@gmail.com or by phone
Dora
Move Coordinator
10am – 9pm | 7 days a week
I’ll make sure your move is stress-free and perfectly organized.
Irina
Move Coordinator
8am – 11pm | 7 days a week.
Expert advice on logistics and pricing to find the best deal for you.
24/7⏰
Fill out the form to receive a free quote for without obligation
Your moving quote will be sent to your email or, if you prefer, via WhatsApp
Question: Can I travel in the van during the move?
Response: Certainly! Our vans have three seats in the cabin (including the driver). The number of available seats depends on the team you book: if you book a driver-only service, there are two free seats; if you hire a driver with an assistant, there will be one seat remaining.
Question: If I am unsure how long the move will take, can I pay once it is finished?
Response: Yes, absolutely. You are welcome to pay for our services upon completion of the work. For your peace of mind, we also accept a small deposit from £20 to secure your booking.
Question: What size van do I need and what is the approximate cost for a small move?
Response: For small moves, such as a one-bedroom flat with very little furniture, we recommend a Sprinter-type van. Typically, these moves can be completed for under £100 (within 2 hours).
Question: Do you have a pallet truck or other equipment for heavy loads?
Response: Yes, our Luton vans are fully equipped with a hydraulic tail lift and we also have professional tools like pallet trucks, carts for heavy loads, and furniture jacks to ensure everything is handled safely.
Question: How far in advance should I book my move?
Response: We recommend booking as soon as your date is confirmed, ideally 1-2 weeks in advance. However, we always try to accommodate last-minute bookings if a van is available.
Question: Is there a minimum booking time?
Response: Yes, our minimum booking is typically 2 hours. This ensures we can provide a high-quality, dedicated service for every client.
Question: Do you charge more for weekend or bank holiday moves?
Response: No, we believe in transparent pricing. Our rates remain consistent 7 days a week, including weekends and holidays.
Question: What payment methods do you accept?
Response: We accept cash, bank transfers, and secure online payments. A small deposit may be required to secure your time slot.
Question: Will I get a receipt or invoice for my move?
Response: Absolutely. We can provide a professional invoice for your records or for business tax purposes upon request.
Question: Are my belongings insured during transit?
Response: Yes, we take the safety of your items seriously. We have Goods in Transit and Public Liability insurance for your peace of mind.
Question: Do you provide packing materials like boxes and tape?
Response: Yes, we can supply high-quality packing materials as part of our Professional Packing service or deliver them to you in advance.
Question: How do you protect fragile items and furniture?
Response: Every van is equipped with at least 150 professional moving blankets and heavy-duty straps to secure your furniture and prevent scratches.
Question: Can you move very heavy items like pianos or large safes?
Response: Yes, our Luton vans are equipped with 500kg capacity tail lifts and we use specialized equipment like pallet trucks, carts for heavy loads, and furniture jacks.
Question: What happens if the move takes longer than expected?
Response: Our team works efficiently, but if external factors like traffic or delays occur, we charge in 30-minute increments to keep costs fair for you.
Question: Do I need to empty my chest of drawers before the move?
Response: For safety and to prevent damage to the furniture, we recommend emptying drawers of heavy or breakable items. Clothing can often stay inside.
Question: Can you dismantle and reassemble my IKEA or bespoke furniture?
Response: Yes, our team is experienced with all types of furniture assembly and carries the necessary tools to handle this for you.
Question: Do you offer “Man and Van” or just full team removals?
Response: We offer both! You can book a single driver to help you, or a full team of 2-3 professionals for larger projects.
Question: Can you help with packing only a few fragile items?
Response: Yes, we offer partial packing services. We can focus on your most valuable or delicate items while you handle the rest.
Question: Do you provide “End of Tenancy” cleaning services?
Response: Yes, we offer a professional cleaning service designed to help you get your full deposit back from your landlord.
Question: What should I do about parking for the moving van?
Response: It is the customer’s responsibility to secure a parking space. However, our expert drivers are specialists in navigating tight streets and finding the best possible parking.
Question: Do you move items to storage units?
Response: Yes, we frequently work with all major storage providers and can help you organize your unit for maximum space.
Question: Can you handle long-distance moves outside of the local area?
Response: Yes, we provide National and UK-Wide moving services. Please contact us for a personalized long-distance quote.
Question: What if I have items that need to go to different addresses?
Response: No problem! Just let us know in advance, and we will plan the most efficient route for your multi-stop move.
Question: Are there any items you cannot move?
Response: For safety reasons, we cannot transport hazardous materials, flammable liquids, or illegal items. Please ask if you are unsure about a specific object.
Question: Can you move our office during non-working hours or weekends?
Response: Yes, we understand that minimizing downtime is crucial. We can arrange your office move for evenings or weekends to ensure your business stays operational.
Question: Do you provide crates for office documents and IT equipment?
Response: Yes, we can provide specialized crates and protective packaging for sensitive IT hardware and confidential files to ensure they are moved safely.
Question: Is it safe to transport my motorbike in your van?
Response: Yes, we provide specialized care for motorcycles. We use heavy-duty ramps for loading and professional straps to secure the bike in an upright position during transit.
Question: How many pallets can you fit in a Luton van?
Response: Our Luton vans can comfortably transport up to 6 standard pallets. The tail lift makes loading and unloading efficient and safe.
Question: Can you transport plants or garden furniture?
Response: Yes, we move garden sets and potted plants. We recommend ensuring pots are not leaking and plants are stable to prevent any mess in the van.
Question: What happens if my house completion is delayed at the last minute?
Response: We know that delays happen. Please inform us as soon as possible, and we will do our best to reschedule your move to the next available slot.
Question: Is there a cancellation fee?
Response: If you cancel more than 48 hours in advance, there is usually no fee. For very late cancellations, we may retain the deposit to cover our scheduled team’s time.
Question: Can you help me organize items inside a storage unit?
Response: Yes, our team is expert at “Tetris-style” packing. We will stack your items efficiently to save you money by using a smaller storage unit.
Question: Can you pick up and deliver a single item from a store like IKEA or eBay?
Response: Yes, we offer a “Single Item Move” service. It is a cost-effective way to get large purchases delivered directly to your room of choice.
Question: Do I need to be present during the entire move?
Response: We recommend being there at the start and end. If you cannot be present, you can leave keys with a neighbor or use a key safe, provided we have clear instructions.
Question: How should I prepare my appliances (fridge, washing machine) for the move?
Response: Fridges should be defrosted and emptied, and washing machines should be disconnected and drained before our arrival to ensure a clean transport.
Question: Will you protect my carpets and flooring during the move?
Response: Yes, our team is careful and can use floor runners or protective sheets upon request to keep your carpets and hardwood floors clean.
Question: Are your drivers and loaders experienced professionals?
Response: Yes, all our team members are trained professionals who specialize in furniture handling and efficient packing.
Question: Can I book a team of 3 or 4 people for a very large house?
Response: Certainly. For large 4-5 bedroom homes, we can provide multiple vans and a larger team to ensure the move is completed in one day.
Question: Do your teams speak English?
Response: Yes, all our team leaders speak fluent English to ensure clear communication and a smooth moving process.
Question: Should I tip the moving team?
Response: Tipping is not required but is always appreciated if you are happy with the hard work and service provided by the team.
Question: Do you work in bad weather (rain or snow)?
Response: Yes, we work in all weather conditions. We use extra protective covers to ensure your belongings stay dry and clean even on rainy days.
Question: How can I leave a review for your service?
Response: We value your feedback! You can leave a review on our Google Maps profile or our website. We will send you a link after the move is completed.
Question: Do you move antiques or valuable fine art?
Response: Yes, we have experience moving delicate and high-value items. We use reinforced packaging and special protective blankets to ensure their safety.
Question: Can you transport a large aquarium?
Response: Yes, we transport aquariums, but they must be completely empty (no water or fish). We will secure the glass safely in the van.
Question: Do you provide a “Cleaning Only” service without moving?
Response: While we specialize in move-related cleaning, we can often provide standalone cleaning services depending on our team’s availability. Please ask for a quote!
Question: Can you dismantle and reassemble a kitchen set?
Response: We professionally dismantle standard furniture like wardrobes and beds, but for kitchens requiring gas or water connections, we recommend hiring specialized contractors.
Question: Do you help with hanging TVs or shelves in the new home?
Response: Our primary focus is safe transport and furniture assembly. Drilling walls is not usually part of our standard package, but you can discuss this with the team in advance.
Question: Are your staff members background checked?
Response: Yes, we carefully select our personnel. All our team members are polite, punctual, and have an excellent reputation in the moving industry.
Question: What if I find a damage after the move?
Response: Please inspect your items immediately upon arrival. In case of any issues, notify us within 24 hours, and we will promptly resolve the matter under our insurance policy.
Question: Do you offer discounts for returning customers?
Response: Yes! We value loyalty and offer special terms for customers who return to us or book multi-service packages (Moving + Packing + Cleaning).
Question:Do you have a pallet truckor other necessary equipment for transporting palletized goods or other heavy items?
Response: Our Luton vans are equipped with a tail lift and a pump truck, allowing palletized loads to be loaded and unloaded without the need for a forklift.
We also have:
- carts for heavy loads;
- furniture jacks;
- furniture casters;
- special straps for carrying furniture and bulky items;
- many furniture covers, and a variety of mattress pads.
Question:What are the loading dimensions of your Luton van?
Response: Loading dimensions Luton van. Height: 2m, Length: 4m, Width: 2m, Volume: 16 cubic metres. Our vehicle is equipped with a tail-lift.
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Book in advance to ensure that you receive the service on your chosen day and time.
Last-minute bookings are also available, but in this case, you will need to choose from the available time slots.