FREQUENTLY ASKED QUESTIONS
SERVICES
Do you offer packing as well as unpacking?
No. We specialise exclusively in unpacking and home organisation, allowing our team to focus on creating beautifully functional spaces after your move. This specialist approach helps us deliver a faster, more refined result than general moving companies.
What areas do you cover?
We provide unpacking services across London. If you're unsure whether we cover your location, feel free to contact us.
Can I choose which rooms to focus on?
Absolutely. You can prioritise any rooms or spaces you like - we’ll always tailor our service to fit your needs.
Do I need to be present during the unpacking?
It’s entirely up to you. We are happy to unpack and organise independently. You can discuss your preferences with your assigned lead. If you need to be at work or are out of the country, we can arrange to collect and drop off keys.
How long does the service take?
The time needed depends on the volume of items, level of organisation and the number of boxes to be unpacked. Please review the package descriptions for an indication of days required or contact us to discuss. If another day is required this can often be arranged, subject to availability. We will do our best to provide the same team for continuity.
Do you offer cleaning during unpacking?
Yes, we undertake light cleaning as we go, wiping down shelves, surfaces and drawers before placing your items. We do not undertake hoovering or heavy cleaning.
What happens to the packing materials after unpacking?
We do not take boxes away. However, we are happy to liaise with your removal company to arrange collection or uplift by one of our trusted partners for disposal or recycling after the service is complete.
BOOKING
When should I book my unpacking service?
Please do not book your unpack until your moving date is confirmed. This helps us coordinate our team effectively and ensures availability for your service.
How do I book a service?
Please head over to our contact page to let us know how many days of unpacking support you need and we’ll be in touch within 1 business day to confirm availability.
If you are not sure which package to book or have any questions, please contact us to discuss.
What happens once I’ve booked?
We will allocate a lead organiser to your project who will be in touch to chat through your requirements. Our team will arrive at your new home at the scheduled time, unpack your belongings with care, organise each space efficiently and leave your home beautifully arranged.
CANCELLATION & RESCHEDULING
What is your cancellation policy?
Please let us know as soon as possible if you need to cancel your booking. If you cannot give us 4 days’ notice, the following terms apply.
3 working days of booked date – 30% cancellation fee
2 working days of booked date - 60% cancellation fee
Within 24hours of booked date - 100% cancellation fee
Please note that the ‘booked date’ is day 1 of your unpack package.
Do you allow rescheduling
Please let us know as soon as possible if you need to change your booking. 4 days’ notice is required for rescheduling otherwise a fee of 30% of any rescheduled day of your package will be incurred.
We will do our best to find suitable alternative date(s). If we are unable to reschedule your booking, we will issue a refund of your full or part package minus the cancellation fee, if applicable.
SERVICE AGREEMENT
1. Payment Terms
To secure your booking full payment in advance is required.
2. Cancellation Policy
Please let us know as soon as possible if you need to cancel your booking. If you cannot give us 4 days’ notice, the following terms apply.
3 working days of booked date - 30% cancellation fee
2 working days of booked date - 60% cancellation fee
Within 24 hours of booked date - 100% cancellation fee
Please note that the ‘booked date’ is day 1 of your unpack package.
3. Rescheduling
Please let us know as soon as possible if you need to change your booking. 4 days’ notice is required for rescheduling otherwise a fee of 30% of any rescheduled day of your package will be incurred.
We will do our best to find suitable alternative date(s). If we are unable to reschedule your booking, we will issue a refund of your full or part package minus the cancellation fee, if applicable.
4.Parking Charges
Where parking at the property is not provided free of charge, or where our team is unable to park within reasonable proximity to the property without incurring a charge, any such costs incurred will be passed on to the client at cost. These charges will be itemised and invoiced upon completion of the service.
You are welcome to arrange a visitor permit or suitable parking provision in advance of the appointment.
5. Insurance
We hold £1 million public liability insurance. Details are available on request.
6. Our Breakage Policy
If we find any items that have been broken or damaged by your contracted removal company, we will notify you.
If our team accidentally causes damage, we’ll notify you immediately and discuss whether you’d like to make a claim under our insurance.
7. Work Hours & Breaks
Our team works up to 6 hours per day, including a 30-minute lunch break.
8. Moving Furniture
For safety reasons, we don’t move heavy items (furniture, appliances, etc.). Please ensure these are in place before we arrive.
9. Boxes & Packing Materials
While we don’t remove boxes or packing materials, we’re happy to:
Coordinate with your removal company for uplift, or
Arrange disposal through our trusted partners (additional charges will apply).
10. Light Cleaning Only
We’ll tidy up as we go—wiping surfaces and clearing packing debris but deep cleaning isn’t included.
11. How You Can Help
Make sure all rooms are clear and accessible (no locked doors or obstructions).
For everyone’s safety, pets should be kept in a separate area while we work.
12. Safety First
We reserve the right to pause or postpone work if we deem that conditions are unsafe (e.g., hazardous clutter, no lighting etc.)