Frequently asked questions

Find the answers to any question you have about our storage solution.

General questions

Can I access my units?

Yes, you can access your goods Monday – Saturday just give us 48 hours’ notice so we can get the unit ready for you.

What are your opening times?

Phone Lines

Monday – Friday: 8:00am – 17:30pm

Saturday: 9:00am – 15:00pm

Sunday: Closed

Warehouse

Monday – Friday: 8:00am – 16:30pm

Saturday: 9:00am – 15:00pm

Sunday: Closed

Will I need to organise parking?

Yes, our storage units are delivered in a trailer that will fit on a normal driveway.

If you are worried at the access to your property please call us on 0800 1077 250.

What time will my unit arrive?

Customers will be advised by text message the evening before their delivery of an accurate delivery time. 

Please note that drivers may be held up due to unforeseen circumstances like heavy traffic and may arrive slightly later than expected. 

If this does happen, our driver will call you and keep you informed. For this reason, we do ask our customers not to arrange their storage for the day of completion on a house sale.

Will my goods get damp or mouldy?

Our units are kept inside our purpose built warehouses at all times.

Whilst in store, we will only remove a unit from our warehouse should a customer require access which can take place under cover. At no time will any unit be left exposed to bad weather.

Can I get a discount?

Yes, below is a list of our current live discounts.

Family & friends discount – 25% off 

NHS discount – free collection 

Refer a friend – £25 off your first invoice

Do you provide a packing service?

Yes, however, this is charge as a premium.

If you need help packing smaller items into boxes please call us on 0800 1077 250 for more information.

Will you dismantle my items?

Yes, however, this is charged as a premium. 

Please call us on 0800 1077 250 for more information.

Can I use my own or a third party insurance?

Yes, StoreProtect is mandatory unless you provide written evidence that you have obtained insurance from a third party.

Are my goods insured?

Kelly’s offers enhanced liability protection under StoreProtect, which provides similar protection to insurance. You will be prompted during the quote/booking process to tell us the value of your goods and your sales adviser will add this to your quotation. It’s essential you declare a value which is high enough to include all stored goods.

We do recommend our loading service as we cannot be liable for damage that comes about as a result of the way you packed the unit.

Can someone access my unit on my behalf?

If you wish to allow friends, family members, or a third party to access your unit we will require permission from you to confirm this. 

Please note that for your protection, Kelly’s will require suitable proof of identity from the person accessing the unit(s) or they will be turned away.

Storage

How does mobile storage work?

Mobile storage is the easiest way to store your goods. We deliver storage containers to your door, you fill them up or we fill them up for you. Once ready we will transport your goods back to our secure warehouse and redeliver when you need them.

How big are your storage units?

Our storage units are 35 square feet each. This is approximately 7ft high x 7ft deep x 5.2ft wide.

Click here to see what you can store in a 35 square foot unit.

Do I need to reserve a storage unit in advance?

We strongly recommend you reserve a storage unit or collection of your goods as far in advance as possible. 

There is no deposit so you can reserve as far in advance as you need.

What is the maximum length of time I can store for?

There is no maximum length. 

What is the minimum length of time I can store for?

There is no minimum length of time you can store with Kelly’s, but that is subject to a 4-week minimum charge. 

You can indeed come out of storage during the 4 weeks, but the 4-week rental price will still apply.

What does your "Self Storage only" package include?

Our self storage only package does not include any of our collection services. 

You will be required to deliver the goods to us within our working hours.

How much weight do your units hold?

Our 35sq ft storage units have a weight limit of one tonne.

Payment

Are there any hidden extras?

No, there are no hidden fees. 

All of our prices include VAT and there are no additional fees for padlocks, keycards, or different rates based on ease of access.

What do I need to pay in advance?

Nothing, unless you have ordered packaging materials.

You will be invoiced for the collection and storage of your goods after they arrive into store. 

If you have placed an order for packaging materials these will need to be paid for in advance.

How do I pay for re-delivery?

Redelivery is to be paid upfront once you have booked delivery of your goods. 

Please note that you will be unable to book delivery of your goods if the payment has not been processed.

What payment options are available?

Direct debit, MasterCard, Switch, Electron and Delta cards are our preferred methods of payment. 

We do not accept American Express.

How can I cancel my booking and will I be charged?

You can cancel the collection or delivery of your goods up until 15:00pm the day before we are due to arrive.

Please call the office on 0800 1077 250 to cancel your booking. 

If you cancel before 15:00pm the day before you will not incur a cancellation charge. 

If you cancel after 15:00pm or on the day of your booking you will be charged the cost of the transport package you selected. 

Collection & delivery

What is your service collection area and where are you based?

We have two main warehouses, the catchment areas of these warehouses can be seen on this location page.

Will you deliver my units back to a different address?

Yes, we can deliver your goods back to any address within our catchment area. 

If you require your goods to be delivered to an address outside of our catchment area we can still help. Call the office on 0800 1077 250. 

If I select we collect, you load how long is the unit left at my home?

2-3 hours or we can leave it with you overnight.

If you need longer please speak with a sales adviser on 0800 1077 250.

I want my goods back, how much notice do I have to give?

For redelivery of your items please allow a minimum of 7 days notice but this is subject to availability. 

During the summer months we are extremely busy so please give us as much notice as possible.

What does your "We collect, You load" package include?

This package includes the collection of your goods. We will deliver a storage unit to your property and leave it with you for 2-3 hours while you load your goods inside. Once finished we will transport the goods back to our warehouse.

Do you collect at weekend?

We do on Saturdays, yes!

What does your "We Collect, We Load, We package" package include?

Our we collect, we load package includes the collection of your goods and our removal crew will do the heavy lifting for you on arrival. 

Please note that you will be required to pack your smaller items into boxes and dismantle items prior to our arrival.

If you are interested in a packing service or need things dismantled please call us on 0800 1077 250.