Here are some answers to frequently asked questions.
If you can’t find the answer you’re looking for here, we’ll happily answer questions. Give us a call on +44 (0) 20 3286 2805 or send an email to email@example.com and we will get back to you as soon as possible.
Q. How big are the UniWiz boxes?
A. Our standard UniWiz boxes are 61cm long, 41cm wide and 35cm high. Put another way, you can fit 10 lever arch files into a box, although we’d rather you didn’t as it will make the box awfully heavy! Suitcase boxes are 75cm long, 52cm wide and 40cm high, so will fit standard airline approved suitcases.
Q. How should I label my boxes?
A. Please only use the UniWiz tracking labels, which we will send to you as soon as you place your order. You should put ONLY ONE LABEL on each of your items.
Q. Can I use my own boxes?
A. We only accept UniWiz supplied boxes, as they are double walled and help ensure your belongings are looked after – you will receive these free of charge after you have placed your order and we have received payment. You can also store one airline-approved suitcase. Remember, you will have additional charges for anything that is not in a UniWiz box.
Q. When I book how long will it be until packaging arrives?
A. Packaging is only dispatched once payment has been received. Upon receipt of payment packaging will be dispatched within 3 working days. Please note that if you are ordering early we do not send packaging until the term has started unless expressly requested. If you are at a school which has a School Trunk contract or an affiliation with UniWiz, they may hold some boxes on the premises. We will confirm when your order has been placed.
If an order is cancelled after packaging has been despatched there will be a minimum charge of £15. This will be deducted from any refund that is processed.
Q. I have a suitcase – is there a handling charge?
A. Suitcases have to be packed into boxes, so please ensure you order a suitcase box when ordering. If a suitcase is received and is NOT in a box a £10 repacking charge will apply and it will be place in a UniWiz suitcase box. Items in a Suitcase box are treated as 2 items.
Q. Is there anything I can’t store?
A. Please take your valuables home and for more information on prohibited items please check our Terms & Conditions. Remember, your boxes will be in store for a long time so don’t store anything that you might need over the summer or anything that is going to make things go bad in your box – you don’t want to come back after the summer to find a mouldy towel or a rotten apple in among your clothes!
Q. What is I store more than I booked for?
A. We will collect all items that have been labelled with the labels we provide. We ensure accounts reflect the amount of items actually stored and will adjust accordingly once items have been collected and put into storage.
Q. How do I organise collection?
A. When collecting from a school, we will liaise with the school directly to organise collection and gain access to their premises, particularly if they are a School Trunk partner school. Non school addresses, please notify us with a minimum of 3 working days notice, when your items will be ready for collection. Your belongings will need to be left in a manned reception area for a courier to collect between 9am-4pm on a weekday. We are unable to organise a collection on Saturday or Sunday.
Q. I don’t know where I will be going to University can I still book?
A. Don’t worry, you don’t have to know your delivery destination when you place the order. We will contact you in August, after exam results are announced to remind you to let us know where you would like your items redelivered. Remember you must provide us with a non-school e-mail address when ordering to ensure we can contact you once you have left and you can always e-mail us as soon as you have your redelivery details. Please allow a minimum of 3 working days.
Q. What length of time does your service cover?
A. Our charges cover the whole summer holiday. From May/June until October time. We keep it simple that way. We will only charge extra if you decide to take a gap year and so need an extra year of storage.
Q. Does your service include Delivery?
A. Unlike some of our competitors, there are no hidden fees with the UniWiz service. Our up front package includes the collection, storage for the entire holiday and redelivery to a UK address on a work day. There is also no difference where in the UK – London or Liverpool, it’s all the same and all included. It is the most cost effective way to get your belongings looked after and transferred to University.
Q. How do I organise for my belongings to be re-delivered?
A. We will contact you in August after exam results have been announced, but you can also e-mail us firstname.lastname@example.org with your re-delivery details. Please ensure you have provided us with:
- The name and exact address of your Halls at university including the postcode of where you would like your items delivered. Please note we deliver to a main reception area and NOT to a room.
- A local UK mobile telephone number to which we can send a text message on the day of delivery with your one hour delivery time slot.
- The date you will arrive at university, as we will arrange for delivery for the day after you arrive at University, as you will have to have registered at your halls before your items can be delivered. We require at least 3 working days notice before we can arrange delivery and our standard service includes delivery on weekdays. Additional redelivery charges will apply if a Saturday delivery (£25) or a before 12 weekday delivery (£15) is requested.
Q. Can you deliver to my room?
A. We are unable to deliver to university rooms due to university security policies and authorisation. Our deliveries must be to a main, manned reception area of postage room, so that someone can sign for your belongings and look after them.
Q. Can you deliver to a friend?
A. Yes – just make sure we have their contact details and that they can sign for your belongings.
Q. I don’t have a UK mobile number
A. It is not essential, but it is really useful to have a UK mobile numbers so that we can text you your one hour planned delivery slot and also the driver can call if there are any issues. Does a housemate have one perhaps?
Q. What if I am going to be busy when you are delivering?
A. You will be given a one-hour delivery slot by text on the morning of your delivery. If you are not going to be available, someone else is allowed to sign for your delivery – but please ensure someone can take delivery of your belongings.
Q. Why can’t you deliver before I arrive?
A. We would love to have your belongings waiting for you on arrival but unfortunately, Universities will not receive items until a student is fully registered. If you are staying in private accommodation and there is someone willing to accept your belongings in advance then please let us know and we shall try and arrange this.
Q. Can you deliver at the weekend?
A. We can deliver on a Saturday for an extra charge. We are unable to deliver on Sundays.
Q. What do I do if I have missed my delivery or my boxes aren’t collected?
A. The driver will reattempt delivery the next day (if your delivery is a Friday then the attempt will not be until the Monday). You will be charged if you miss your delivery and your goods are returned to us.
If our driver or delivery partner is unable to collect or deliver your items due to insufficient address information or an incorrect postcode, or if you are not at home when the driver arrives, there will be a charge of £15 to rearrange your collection or delivery.
So that your collection or delivery will be successful the first time, please make sure you have provided an accurate address and someone is able to take delivery or hand over your items.