FAQ's
Do I need to disassemble my furniture, or will your movers do it? How will my furniture be protected?
Dismantling and reassembling furniture normally has a an additional cost. Be aware that certain furniture is not designed to be dismantled so it does not always go back to the way it was originally built. Every removal van will be equipped with blankets and straps, which are used to cover furniture and protect your belongings. Mattress bags, sofa covers and piano wheels are also provided as standard.
Are my belongings insured throughout the process?
Every removal company does this differently. At Mint Moves we cover up to £25,000 worth of customer possessions. As long as you have provided an accurate value of goods and or opted to take appropriate additional level of liability cover, your belongings will be covered whilst in our possession.
My move is over a long distance, what happens if the move cannot be completed in one day?
Normally if a move cannot be completed in one day the company will have allowed for an overnight or a pre/post load before or after the completion date.
What’s the difference between me packing my belongings and this being done by a removal company?
Mint moves will arrange to come with all the materials to pack up either all, or part of the house, on the day or a couple of days before. We will pack everything, so we would advise you declutter if needed! If you choose to pack yourself, materials will need to be purchased separately. Don’t forget to label the box with the room it was packed in and if it’s fragile or heavy. Any boxes packed by the customer and the contents inside are not covered under insurance, unless the box has been severely damaged during the move (standard with any removal company insurance).
Can the movers place each item in the desired location at my new home?
Yes, Mint Moves will put your belongings in the desired location. We advise you to provide a floor plan where you would like the furniture and boxes to be placed beforehand or have someone on hand to direct the team on move day.
Will you empty my loft?
We will empty the loft as long as it is fully boarded and has the correct loft ladder and we have been given prior notice, so that it can be allowed for in the quote.
What happens if I need to wait for keys on my move day?
At Mint Moves our quotations are based on having access to the new property on completion day by 2pm. If we are delayed beyond this time, you will incur waiting time charges (hourly rate per worker). Should we not have access to the property by 2PM there will be a charge of £30 per hour, per man (the exact time will be calculated on the day when we can estimate how long the unload will take). We have a cut off of 5PM should we not have access to the new property, given that this is close of business, we will look to return your items to our storage facilities. We will then redeliver the goods at the earliest convenience to us and when your completion is confirmed, we’ll try to be as flexible as possible with the redelivery. Late access charges must be paid on the day of the removal, we will do all we can to ensure you claim this money back from the relevant party.
What size vehicle will I get?
Our transport and operations team will make a decision on vehicle size based on the information our surveyor has collected. We will also take into consideration the access at the collection address and the delivery property, as well as the route that needs to be taken. If you are aware of any access issues, please make the office aware prior to your removal date.
How many staff will be on my job?
The number of crew members will depend on the amount of goods you are moving and conditions surrounding the job. Things like the distance to travel and if any dismantling and reassembling is required will affect how many crew are allocated to your removal.
What time will you arrive?
Unless specifically requested or stated we advise that our guys will arrive at your property between 8.30AM-9.30AM depending on traffic.
Is there anything that cannot be moved?
There are five things we categorically cannot transport on the vehicle; children, animals, weapons/ammunition, open tins of paint and gas canisters.
What storage do you provide?
We use shipping containers in a secure facility for all our storage. There is CCTV security and a fenced perimeter to ensure your belongings are safe.
Can you move me at the weekend?
Yes, we’re always happy to accommodate a move day that is convenient to you. Weekend moves can carry an extra cost, just to cover overtime costs of our staff.
Do I need to arrange parking?
If there are restrictions or permits outside your property you will be required to contact the relevant authorities to arrange parking, we are happy to advise on the length of time required. If access is good our crew will get as close to the property as possible, without impeding local residents.
Will the crew put my goods back in the correct rooms?
The crew will do their best to follow instructions or follow how the boxes are marked. It may not be possible to move your goods back into the room they came from due to the way the vehicle has been stacked. If no one is there to give clear instructions we cannot be responsible for rearranging your items into the rooms they belong.
When should I book my removal? What happens if the date changes?
We advise that you don’t secure or pay for a booking until you have officially exchanged and have an agreed completion date. However, you are able to provisionally book so that we know to keep in touch as the date nears. If you have already secured a date and it changes, please contact us as soon as possible as you might fall within the cancellation/postponement policy if the new date is available.