Frequently Asked Questions
DO YOU CHARGE THE SAME RATE AT WEEKENDS?
Weekend rates are marginally marked up from weekday rates, because we pay our guys overtime.
CAN WE TIP DRIVERS?
Yes please feel free to tip our drivers if you feel they have done a brilliant job and gone the extra mile for you.
DO YOU WORK ON BANK HOLIDAYS?
Yes, we have limited slots available on Easter, May and August bank holidays. we are closed on Christmas day, boxing day, and New Years Day.
DO YOU WORK ON SUNDAYS?
We have a limited team working on Sundays, so book quick to ensure you don’t miss out!
ARE YOUR GUYS AUSSIES?
Yes a lot of us are Aussie, plus some Kiwis, and even some poms as well as many others from all corners of the globe.
HOW BIG IS A LUTON?
Slightly larger than your typical supermarket delivery vehicle… slightly longer.. slightly taller!
DO YOU DUMP OR RECYCLE FURNITURE?
Yes, we are registered to use the recycling and refuse tips like the one in Battersea, Cringle Docks. If you have a charity of your choice that will accept items, we can deliver there as part of your move.
CAN WE HAVE A DISCOUNT?
We sometimes run discounts on quiet days, please check with your sales rep. Students can receive a discount off.
DO YOU DO EVENING REMOVALS?
Yes, but these may attract a premium rate if the move runs into the late hours.
DO YOU REMOVE SASH WINDOWS?
Our crews have been trained to remove and refit Victorian sash windows. We also have a handyman department for any other complex requests!
CAN YOU MOVE PIANOS?
Yes, we can move pianos from ground to ground floor, or above if a lift is available. We also work closely with a professional piano removal company for the more challenging pianos.
WHAT TIME DO YOU START?
Our first move of the day is 8am and afternoon ones generally start at 12pm or 1pm.
DO YOU HAVE A REMOVALS BOX GUIDE?
Yes we do! You can order boxes in advance if you would like to pack yourself and you can click here to download it. Aussie Removals Box Guide
WHEN WILL YOU DO THE PACKING?
Generally we will send our crew in one day prior to the move day to start the packing, but this depends upon the size of the move. Smaller moves are usually packed and completed in one day if this suits your requirements. If you are completing on your property and need to be out by lunchtime, we would always advise to pack the day before.
WHY DO YOU ASK FOR PICTURES TO FINALISE A QUOTE?
Pictures are super useful for us to see shapes and sizes of furniture being moved and understand how they will stack in the vehicle. It also gives us an idea of what wrapping materials to bring as certain pictures, mirrors or fragile items may require extra care.
WHY IS AUSSIE LONDON’S FAVOURITE MOVING COMPANY?
For nearly twenty-five years, Aussie has proudly served London, growing from a single van into the city’s No.1 removals, storage, and man-and-van service. From day one, our success has been built on one simple principle: great service, every time. Don’t just take our word for it – check out our 5,000+ Google and Trustpilot reviews, averaging an outstanding 4.8 stars.
WHAT IS THE DIFFERENCE BETWEEN “MAN AND VAN” AND A “REMOVAL SERVICE”?
A removals service is a full-scale, professional move ideal for entire households or offices, while a man-and-van service is a smaller, more flexible option suited to light or local moves (e.g. studio/one-bed flats) with fewer items. For more information
WHY DO YOUR CUSTOMERS SEE YOU AS THE BEST VALUE REMOVALS / MAN AND VAN SERVICE IN LONDON?
There are other, lower cost operators out there, but you never know who will turn up. Their workers are often part-time movers with little or no experience in how to look after your belongings. We offer a combination of top quality, full-time, professional movers and hugely competitive prices.
WHAT INSURANCE COVER DO YOU OFFER?
As a standard we have limited liability included which is set out in section 8 of our terms and conditions. We are able to increase this limit to a higher amount, please speak to your sales rep for further information.
CAN I RIDE IN THE VAN?
Unfortunately we are not insured to take passengers or livestock in our vehicles.
DO YOU VISIT MY PROPERTY IN ADVANCE OF THE MOVE?
We can arrange for a surveyor to visit the larger properties, generally 3 beds or more, or large workspaces. We also have a virtual surveyor who can help quote without visiting.
HOW DO I PAY?
You can pay by card for hourly removals, or card or bank transfer for fixed quotes. Companies who would like to pay on invoice can fill out an application form to do so.
CAN YOU TAKE ITEMS THROUGH WINDOWS?
Yes! For first floor properties, our fully trained team can safely manoeuvre items through a window using ropes and securing equipment. For properties above the first floor, we can provide a furniture hoist. Please note that suitable parking outside the property will be required for the hoist.
DOES THE VAN HAVE BLANKETS?
Always! Blankets are included with every type of removal to ensure your belongings are well protected during transit.
CAN YOU HELP WITH FURNITURE DISASSEMBLY AND REASSEMBLY?
Absolutely. Please let your sales representative know which items will need this service when discussing your quotation.
HOW FAR IN ADVANCE SHOULD I BOOK MY MOVE?
With a fleet of over 40 vehicles, we can often accommodate short-notice moves. However, we recommend booking at least a week in advance to secure your preferred date.
Please note that the final week of each month is our busiest period and tends to book up quickly!
DO I NEED TO BE PRESENT DURING THE MOVE?
We recommend being present to ensure that the correct items are moved.
If that’s not possible, please arrange for a representative to be on-site or be available by phone in case the crew has any questions.
DO YOU OFFER END OF TENANCY CLEANS?
Yes we do, click here for more info https://aussiegroup.co.uk/cleaning/
DO YOU OFFER HANDYMAN SERVICES?
Yes we do, click here for more info https://aussiegroup.co.uk/handyman/
DO YOU OFFER SHORT OR LONG TERM STORAGE?
We offer both. There’s no minimum time frame, and we can arrange storage at short notice — even on the day of your move!
WHY ARE YOU SEEN AS THE BEST VALUE STORAGE SERVICE IN LONDON?
Most people using storage services have only ever heard of the larger self-store brands. There’s a reason for this – these companies pay a huge amount for online marketing and big, bright warehouses next to motorways. How do they pay for all this? By passing the costs onto their customer in the form of high prices. Many of these customers are also paying for access when they simply don’t need it. Our wooden containers offer a highly secure solution, which you can also access should you need to. We can stack them, using c. 95% of our warehouse – so the best part is we pass on these efficiencies to our customers in the form of lower prices.
WHAT HAPPENS IF I AM DELAYED GETTING THE KEYS TO MY NEW PROPERTY?
We understand this happens! We offer a late key/waiting time waiver as an optional extra. Your moving team will wait, but please note this time is chargeable. We recommend aiming for the earliest possible completion time to avoid extra charges.
DO I NEED TO ARRANGE PARKING FOR THE VAN?
Yes, it is the customer’s responsibility to arrange a parking suspension or ensure a clear, safe space is available for our vehicle(s) with the relevant council. Any parking fines incurred will be added to the final bill. Our sales team can help arrange and book this on your behalf if needed.
WHAT HAPPENS IF AN ITEM IS DAMAGED DURING THE MOVE?
In the unlikely event of damage, please notify the team leader on-site immediately and contact our office within 48 hours. We will then initiate our claims process as per our terms and conditions.
I AM PACKING MYSELF, DO YOU HAVE ANY ADVICE?
Yes! Use strong, double-walled boxes, make sure you build them correctly and do not overfill them (especially with books). Label every box clearly with its contents and the room it’s destined for. Fragile items should be individually wrapped and boxes marked ‘FRAGILE’. Heres a guide we made to help with packing. Packing guide.
ARE THERE ANY ITEMS YOU CANNOT MOVE?
For safety and insurance reasons, we cannot transport hazardous materials (e.g., paint, gas canisters, flammables), illegal items, or perishable foods. Please make alternative arrangements for these.
DO YOU DISCONNECT APPLIANCES LIKE WASHING MACHINES OR FRIDGES?
Our crews are not trained plumbers or electricians. Please ensure all appliances are safely disconnected and (if necessary) drained before the crew arrives. We can arrange for our Handyman service to do this at an extra cost if booked in advance.
WHAT SHOULD I DO WITH PERSONAL DOCUMENTS AND VALUABLES?
We strongly recommend you keep all personal documents (passports, wills), jewellery, and other small, high-value items with you personally. It’s best to transport these items yourself for peace of mind.
DO YOU HANDLE MOVES OUTSIDE OF LONDON OR INTERNATIONALLY?
Yes, we regularly handle national moves all over the UK. We also have a specialist department for international shipping and moves to Europe and beyond.
HOW DOES YOUR STORAGE SERVICE WORK AND CAN I ACCESS MY ITEMS?
We offer secure containerised storage. We will inventory and load your items into a container at your home, which is then sealed and stored in our warehouse. Access can be arranged with 5 working days’ notice.
WHAT HAPPENS IF MY SOFA DOESN’T FIT THROUGH THE DOOR?
Our teams are experts at problem-solving! We will assess all access points and, if necessary, are trained to remove sash windows. As a last resort, if an item physically cannot fit, we will discuss the best alternative with you.
DO YOU OFFER OFFICE REMOVALS OUTSIDE OF REGULAR BUSINESS HOURS?
Yes, we specialise in evening and weekend office moves to ensure minimal disruption to your business operations. We can complete the entire relocation before your staff arrives on Monday morning.
CAN YOU HELP WITH DISCONNECTING AND RECONNECTING IT EQUIPMENT?
While we safely pack and transport all IT hardware, our standard service does not include IT disconnection or reconnection. We recommend you arrange for your internal IT team or a specialist IT-regain service to manage this, and we will work closely with them.
DO YOU PROVIDE CRATE HIRE FOR OFFICE MOVES?
Absolutely. We offer a crate hire service specifically for office moves. We can deliver secure, lidded crates in advance for your staff to pack documents and personal items, and then collect them from your new location once you are unpacked.
WE ARE AN LARGE OFFICE. CAN YOU MANAGE OUR MOVE?
Yes, we have a dedicated Business Removals team experienced in managing large-scale corporate relocations. We provide a dedicated move manager, full project planning, and can work with you on phasing the move to suit your business needs.
HOW DO YOU CALCULATE THE COST OF AN INTERNATIONAL MOVE?
The cost is based on the volume (cubic feet) of goods you are shipping, the destination country, and the shipping method (e.g., sole-use container, shared container/groupage, or air freight). We will provide a detailed quote after calculating the volume of your belongings.
WHAT IS THE DIFFERENCE BETWEEN “SOLE USE” AND “SHARED” CONTAINER?
A “sole use” container is exclusively for your belongings, and you can choose the shipping date. A “shared container” (or groupage) means you share space with other customers, which is more cost-effective but has a more flexible (and often longer) timeline.
CAN YOU HELP WITH CUSTOMS DOCUMENTATION AND IMPORT TAXES?
Yes, we will guide you through all the required customs paperwork, inventories, and declarations. While you are responsible for paying any import duties or taxes levied by the destination country, we will advise you on the process.
ARE MY ITEMS INSURED DURING AN INTERNATIONAL MOVE?
We provide comprehensive marine insurance policies for international moves that cover your goods from door to door. Your move coordinator will discuss the different cover levels with you based on the declared value of your items.
DO I NEED TO BOOK YOUR HANDYMAN SERVICES AS PART OF A MOVE?
No, our Handyman, Cleaning, and Property Maintenance services can be booked entirely separately. You do not need to be moving home to use them.
ARE YOUR HANDYMAN SERVICES CHARGED BY THE HOUR OR A FIXED QUOTE?
This depends on the job. We typically charge a “call-out” fee plus an hourly rate for smaller, simple jobs. For larger projects, like painting a room or a refurbishment, we will provide a fixed-price written quote after assessing the work.
WHAT GUARANTEE DO YOU OFFER ON YOUR HANDYMAN WORK?
All our property services work is guaranteed. We stand by the quality of our tradespeople and will rectify any issues arising from our workmanship.
DO YOU CARRY OUT ELECTRICAL OR PLUMBING CERTIFICATION?
Yes, our qualified electricians and Gas Safe registered plumbers can provide the necessary safety certificates (e.g., EICR for electrics, Gas Safety certificates) for landlords and homeowners.