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 protected] 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. Remember the safe lifting and handling weight limit is 25kg – so no boxes must exceed this limit, otherwise there will be additional charges and your boxes are may collapse in transit.
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 in the marked space on the 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 your school is a UniWiz Prime School, you will be able to collect boxes from staff at your school as set out in your order confirmation.
If an order is cancelled after packaging has been dispatched there will be a minimum charge of £15. This will be deducted from any refund that is processed.
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 Standard UniWiz boxes free of charge after you have placed your order and we have received payment. Suitcases must also be packed into boxes. If required please add larger suitcase boxes to your order.
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 if I store more than I booked for?
A. We will collect all boxes that have been labelled with the tracking 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. Please ensure your belongings are labelled clearly as we can’t be responsible if not all items are handed to our courier for collection.
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. You can let us know when you have received your results and confirmed your plans. 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 the end of October. We keep it simple that way. We will only charge extra if you decide to take a gap year and need an extra year of storage.
Q. Are you able to collect boxes before the end of the summer exam period?
A. We can organise an early collection if required. Simply book the UniWiz service as normal and state that you require an early collection in the notes. We will dispatch boxes as soon as we have received payment. An additional charge of £30 per 3 boxes will be added to you order once the items have arrived into storage, to cover the extended storage period. Standard UniWiz terms apply.
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 mainland UK address on a work day. There is also no difference where in mainland UK – London or Liverpool, it’s all the same and all included. Please note that the Isle of Wight is not considered as mainland UK. It is the most cost effective way to get your belongings looked after and transferred to University.
Q. Can I get my items delivered to non-mainland UK address?
A. Yes! Collections from and deliveries to non-mainland UK addresses including Northern Ireland, Scottish Highlands, Isle of Wight and off shore island will incur an additional charge. Please be aware that this charge will be added after ordering and we will not dispatch boxes until this is paid.
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 [email protected] with your re-delivery details. Please ensure you have provided us with:
- Your order number
- 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) 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 or 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. Once your belongings have been signed for we can no longer be held responsible for their safe keeping.
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. 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 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 to avoid any additional charges.
Q. What do I do if I have missed my delivery or my boxes aren’t collected?
A. To ensure that your collection or delivery will be successful the first time, please make sure you have provided an accurate address and someone is available to hand over your boxes or accept the delivery as charges may apply.
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 home when the driver arrives, there will be a charge of £15 to rearrange your collection or delivery. This must be settled ahead of redelivery.
The driver or delivery partner will reattempt the delivery or collection the next day after payment has been received. If payment is made on a Friday, delivery or collection will not be attempted until Monday.
Q. I’m in Scotland and I’m expecting my items to be delivered today but haven’t received a text with the timeslot
A. Deliveries in Scotland can occur up until 10pm and you may not receive a text message about your delivery timeslot until later in the day.
Q. What if I decide that I no longer want to go to University or want to take a gap year?
A. If plans change we can deliver your boxes to any UK mainland address free of charge. We can also organise international shipment to any Non-UK mainland address. We also offer gap year storage with is £115 for a year for up to 3 items.
Q. What is UniWiz Prime and how do I get the service for £99?
A. UniWiz Prime is a service that we offer to schools to save you money! To become a UniWiz Prime School, your school will need to hold UniWiz packaging for us to then distribute. Ask a school representative to contact us. You get the same UniWiz collect, store and redeliver service for just £99 (for up to 3 UniWiz Boxes). You will be notified if your school is a UniWiz Prime School when creating your order.
Q. I am going to a new school, can I use UniWiz to transfer my items there?
A. If you are going to a new school, we suggest that you use our Transfer to New School service on the School Trunk website. School Trunk will contact your new school to organise delivery ahead of your arrival.