FAQs

Will the driver contact me?

Hello, we are Unexmove, the student removal service provider! We will be running a palletised courier service at the start and end of term which means your goods are handled with care and delivered on time.

We will begin by partnering with Universities in the West Midlands area so you will be seeing us on your campus and in nearby student accommodation over the coming weeks.

We keep students at the heart of everything we do, so be sure to receive an economical, timely, and stress-free service leaving you to worry about Freshers or end of term events!

Where are my belongings collected from?

We only provide curbside collection and deliveries. If you are staying in halls or in student accommodations then your belonging(s) will be collected from the nearest safe curbside. Please check with your university where this is if you are unsure and communicate this with the driver when he calls. If you are staying in a flat or house the driver will park the lorry at the most convenient curbside this could either be infront of your door or nearby.

What time will my belongings be collected/delivered?

Your belonging(s) will be collected and delivered any time between 9.00 and 17.00. We are unable to provide an exact collection or delivery time. Timed delivery or collection can only be provided at an extra surcharge.

My belongings were not collected?

Items are collected between 9.00 and 17.00. Please contact us to see if the driver has already attempted collection. If it is after 17.30 on your collection date and your items have not been collected please contact us so we can contact the courier and/or arrange another collection.

Where can I send my belongings?

You can send your belonging(s) anywhere within the UK and EU countries worldwide. All international and European shipments are POA (Priced on Application. contact us to enquire or receive a quote for international shipments.

How long does it take to receive my shipment after I send it?

The collection and delivery dates are agreed before payment is received. Items are collected and delivered Monday – Friday. Extra surcharges apply for Saturday deliveries and some bank holidays. Saturday deliveries are not always available and we will need to be to confirm with the courier first before payment is accepted. We do not operate on Sundays. Most deliveries with the UK can take up to 2 to 3 days for delivery. In some remote areas it can take an extra 1-2 days for delivery.

What if I am not available for my collection?

Someone needs to be available for collection. This can be a friend or a relative who passes the items on to the driver. If sending outside the UK you must be available to hand the shipment to the driver personally. If you missed the collection please contact us to reschedule at a potential/ possible extra cost.

What if I am not available for/miss my delivery?

Due to the distance driven by drivers there always has be someone to receive the shipment when it is delivered. A missed delivery will result in an extra cost of 80% of the initial fee of the service.

What if my item has not arrived yet?

If your Shipment(s) have not arrived 2+ working days after your expected delivery date please contact us immediately so we chase up. The biggest reason for parcels being delayed is the labels falling off, it is vitally important that you attach your labels securely.

Do you deliver at the weekend/bank holidays?

We only deliver Monday to Friday. An additional surcharge of £50 is required for Saturday deliveries and some bank/public holidays. Saturday deliveries are not always available and will need to be to confirm with our supplier first before the service is provided. We do not operate on Sundays.

What is the difference between timed delivery and AM/PM delivery?

Timed delivery is for time specific collection or delivery, whilst AM collection or delivery is any time between 9 and 12. PM collection or delivery is any time between 12pm and 5pm.

What can I send my items in?

You can send your items in suitcases and/or strong cardboard boxes, or strong covered plastic boxes. All boxes should be sealed. No LOOSE loading. No Bin Bags or carrier bags. Please do not use plastic boxes or plastic bags. If you would to purchase boxes please contact us at least 48 hours (excluding weekends) before your initial collection date to get these sent to you. Do not use plastic bags or bin liners.

What size/weight item are you allowed to send?

Depending on the Pallet size you select, you are allowed to send up to 500kg on a half pallet and 1,250kg on a full pallet. You can check the images on our “Packing instructions” section to see the ideal packaging height of each pallet size.

Any pallets over the below indicated sizes will be charged for 2 pallet spaces. All oversize pallets are priced as a full pallet or half pallet. All goods must be securely fastened to the pallet. All pallets will be put on a tail lift service and must NOT exceed 1000Kg.

Are there any items I cannot send?

Yes, please check our Prohibited Items list. Please only send your items in suitcases and strong cardboard or plastic boxes. Please be aware that anything you send via Unexmove is done so at your own discretion, and insurance purchase is advised.

Can I send a guitar (or any musical instruments)?

Yes. However, it is at your own discretion and is not covered by compensation cover. Instruments must be sent in travel cases. Please read our terms and conditions.

Can I send my TV, PS3, XBox (electrical equipment)?

Yes. However, it is at your own discretion and is not covered by compensation cover. Electrical equipments must be packaged in the original manufactures packaging. Please read our terms and conditions.

Can I send a bike?

We can ship bicycles. However, it is at your own discretion and is not covered by compensation cover. If sending a bicycle it will need to be boxed up. We recommend taking your bicycle to a local cycle shop where they can box it up and disassemble it. The box you use needs to fit within our pallet size restrictions.

Do I need labels?

Yes, labels are required for both UK, international and European shipments. Labels will be sent you via an email once payment has been received for booking. Allow 24 hours to receive the email. If it is the day before your collection and you still do not have access to your labels please contact us.

What if I cannot print my labels?

If you are using the Economy 48 or the Express 24 within the UK a handwritten label on an A4 with the full name and full delivery address will be sufficient. However you still need to attach four labels and 1 attached to each side of the pallet. It is important that the labels are securely attached.

When should I book my collection?

Most customers simply book a collection a few days in advance. We recommend booking 3-4 days in advance. You can book up to 12pm the day before your collection date for UK shipments. International shipments need to be booked at least 5 days in advance, cut off times depend on the country.

Who can use this service?

Unexmove is strictly a student only service. You can send to and from any address.

Is my stuff covered?

The insurance is based on the weight of the goods not the content. Each consignment has an insurance cover of £5000.00 per 1000Kg (£5.00 per Kg) is included in price.

What is Cancellation Insurance?

If you purchase cancellation insurance you can cancel your booking for a full refund 24 hours before the collection date. For cancellations made 12 hours before the collection date a refund of 75% will be made. The full amount paid will be credited back onto your payment card via Paypal excluding the cancellation insurance cost. You can claim by simply contacting us.

How do I edit or amend my booking?

Amendments to bookings can be made up to 48 hours before the collection date and 72 hours for international orders. contact us immediately if you would like to make any necessary changes.

I am not sure how many items I need to send?

If you wish to place a booking but are not sure which pallet size to go for we would advise booking a full pallet. Depending on the Pallet size you select, you are allowed to send up to 500kg on a half pallet and 1,250kg on a full pallet. You can check the images on our “Packing instructions” section to see the ideal packaging height of each pallet size. Any pallets over the below indicated sizes will be charged as 2 pallets space.

Do I need custom documents for sending items with Unexmove?

For international shipments, custom forms may be required as well as other documentations (i.e. for countries outside of the EU).

Do you provide storage possibilities?

Storage is possible and is available on a price on application bases. Please contact us for more information.

Are there any restrictions on the service?

Yes, please read our Terms and Conditions and Prohibited Items list.

Still Have A Question?

Please contact us via the Contact Form.