An item counts as anything from a box, bag, suitcase or bike, but must be manageable for one person.
As a guide, item size must not exceed 74cm x 45cm x 45cm, and weigh no more than 25Kg, (excluding bikes of course!).
We don't mind being flexible on this, as long as they are not too large for one person to manage.
If you're not sure whether your item will be eligible - it probably is! So give us a call and we'd be happy to help.
Question 2 - Can I access my units once they are in store?
Access is completely free of charge and you can access as many times as you like. You just need to give us 24 hours notice so we can have your unit ready for you when you arrive.
Our branches are open from 8am - 4pm Monday - Friday, and 8am - 12pm on Saturday. Bank Holiday is by prior arrangement only.
Question 3 - I need advice on how to load my unit!
Always use good quality boxes.
Always fill boxes to capacity to prevent boxes collapsing.
Heavy items e.g. Books, CD's and LP's should be packed into small boxes, making them easier to lift and carry.
Garden equipment should be cleaned before storing.
Always load the heavy items into the unit first.
Never load heavy items onto soft furnishing.
Always place protective coverings on all furniture.
Always stack pictures and mirrors on their ends, never lay them flat.
Try to distribute the weight evenly within the unit.
Dismantle any furniture where possible to maximize your loading space.
Do not load flammable items.
Do not load perishable items.
Do not load wet/damp items.
Do not load essential items, e.g. keys and passports.
Always call if you need further advice.
Question 4 - Am I allowed to store anything I like?
Kelly's are happy to store most items, however for safety and security reasons, some exclusions do apply:
Flammable items should never be placed into storage. You must ensure you always empty fuel from petrol mowers.
Items with explosive properties are prohibited, e.g. the gas bottle of a barbeque should never be stored.
Perishable items should never be stored - always remove food from fridges and freezers.
Never store pets or animals.
Firearms must never be stored under any circumstances.
Illegal items are prohibited (items that are stolen, counterfeit items and certain types of pornography)
Human or animal body parts should not be stored.
Plants will die in the container, they are not exposed to sunlight.
Do not store important documents such as passports and driving licenses.
Always make an inventory - you will need to know which container to request should you need to access anything.
In addition to items that are prohibited, customers are advised of the following:
Should you have any doubt about any item you are considering storing, please ask a member of our staff.
Question 5 - Are my goods insured?
When booking your storage, you will be asked to provide the full replacement value of the goods you'll be putting into storage.
All goods in our storage facility will need to be insured against most major risks - fire, theft due to forced entry, flood and water damage, impact by aircraft. We provide insurance at reasonable rates for the during of your storage.
In addition to this, should your container be involved in an accident, either at our warehouse or whilst in transit, you will be covered.
Customers are advised however, that our standard liability does not cover damage to any of your effects due to the manner in which they are loaded by you - containers will be subject to a small amount of movement, and as such, packing of fragile items should be made in such a manner as to prevent damage.
In many cases, household insurance may cover individual items against "accidental damage" whilst in store - check with your insurer.
Question 6 - Are there any hidden extras?
Unlike other self-storage companies, Kelly's will always quote you the price you pay for your storage including VAT. We have no hidden charges, you simply pay for the storage you use, and for any deliveries of containers made to your home.
Do be careful when comparing your quote from Kelly's with those of other companies.
Many other companies may quote you an initial price, but these are rarely the prices you pay. You later have to add charges for padlocks, key cards, and excessive premiums for storage rooms at ground level or with easy access. They rarely have the size of room you require, and only have "the next size up".
Other storage companies may incur charges when you leave store, you may find that you need to give several weeks notice, or even pay "out of store charges".
Question 7 - Can I cancel my unit delivery?
If you have made a booking that you later need to cancel, simply contact us and your booking will be cancelled.
Always try to give us as much notice as you can if you need to cancel a booking, that way another customer may make use of your booking slot.
You will not be charged for cancelling a booking providing it is done 24 hours before your delivery is made - if you fail to do this, you will be subject to a cancellation fee.
Question 8 - Do you collect at weekends?
Yes, our mobile self storage collection services operate 7 days a week at our Guildford branch and Monday - Saturday at all of our other branches.
Weekends are the most popular days, and they book up quickly, so if you really do require a weekend collection, be sure to book with as much notice as you can.
Also, we don't charge any additional fees for weekend deliveries!
Question 9 - What is your service collection area?
Our service collection areas of our 7 branches are shown on our Areas we cover page, take a look at the map or enter your postcode into our Quick Quote box to see if we cover your area.
Due to operational capabilities, these are the areas we are able to offer our mobile self storage service to.
If you want your items redelivered to an address that is outside of the service area of the branch where your items are stored but is within area of another warehouse, this will incur an extra charge. Our friendly storage experts can provide you with a detailed quote based on your circumstances.
Question 10 - Will you deliver my unit back to me when I leave store?
Yes, our delivery services are available to customers leaving store as well as customers who are coming in.
If your delivery address is different to your collection address, there may be a difference in price for these services.
Please note that our delivery services only cover a limited area, and that deliveries outside of this area will not be possible. Always check with our staff as to the price and availability of these services.
Question 11 - Do I need to reserve a storage unit in advance?
Reservation and cancellation are both free of charge (as long it is cancelled more than 24 hours before the booking) so we would recommend reserving your unit(s) as early as possible to avoid disappointment.
If you're unsure about the space you will need, we would always recommend reserving the maximum amount of space you could use. Your first invoice will be generated the day after your items are brought into storage; we only charge you for the number of units you end up using. Should you need the maximum space, you need not worry about arranging a separate delivery.
Question 12 - Do I have to pay all my storage fees in advance?
At Kelly's we appreciate that moving home is a very expensive exercise, and that many customers may not wish to pay for all their storage in advance.
We do not charge customers any booking or reservation fees, and believe our prices represent the best value available.
Your first invoice will be generated the first working day after your items are brought into storage for the transport fees and rental up until the end of the month. Invoices are then generated monthly for the month in advance.
Question 13 - How long is the unit left at my home?
Units are usually left at your home for approximately two hours per unit. Alternatively, we can leave one unit overnight, should you wish to load in the evening.
Some customers may wish to keep the unit for longer than the typical three hours, if you think you may need longer to load or unload your units, please mention this when booking, in most cases arrangements can be made for units to be left for as long as you need them.
Question 14 - How many units will I need?
It is always difficult to calculate exactly how many units you will need, but as a general rule each unit is roughly equivalent to the loading space of a typical transit van.
It is always a good idea to spend a few minutes calculating the volume of the goods you wish to place into storage using our Space Estimator .
There are many ways in which you can maximise the use of space inside of your unit:
Always dismantle flat-packed furniture - this will dramatically decrease the amount of space you will require.
Load your larger items into the container first, you can then find space for boxes of smaller items.
Always pack smaller items in boxes.
Try to use similar sized boxes, as these will stack together much better.
Always load boxes to capacity .
Question 15 - NHS Staff Scheme
NHS Staff can benefit from our flexible mobile self storage service. Click here to see how we can help.
Question 16 - Can I get a discount if I pay all my storage fees in advance?
In our experience customers rarely know the exact date that they will be leaving store, and as such this method of payment is rarely practical.
We prefer payment from all customers to be paid monthly, either by credit or debit card, or by direct debit from a bank account.
Question 17 - Can I get a discount if I will be storing for a long period of time?
We have various loyalty offers for those looking to store for a long period of time. To find out about our offers and what we can do for you, give our storage experts a call on 0800 652 0323.
Question 18 - What is the maximum length of time I can store for?
There is no maximum length of time you can store with Kelly's. Customers may remain in store for as long as they wish.
Question 19 - What is the minimum length of time I can store for?
There is no minimum length of time you can store with Kelly's.
Please note however that all mobile self storage is subject to a minimum charge of 4 weeks. This does not mean you need to keep your goods in store for this period, it simply means that if you do leave store earlier, you will be charged for the minimum.
Much of the expense incurred by Kelly's is container handling and transport deliveries, our minimum charge period is intended to allow us to offer our unique services to both long and short term customers.
Question 20 - How much notice do I need to give?
You load, we collect deliveries are arranged on a strict first come - first served basis.
As a general rule, if you require delivery Monday to Thursday, three or four days notice is usually adequate, deliveries for Fridays and Saturdays do book up much more quickly however, in these cases always try to give at least a weeks notice.
Customers who are able to be flexible as to the date and time of their deliveries can often be accommodated with less notice, our staff are usually able to make arrangements in most circumstances.
Please note however, all of our services are strictly first come - first served, and certain times of year may be busier than others, therefore always try to book your deliveries with as much notice as you can. This applies to both collection and redelivery bookings.