FAQs

Q?I need quote for 7 cubic metres. Can I get one from VanOne?
A.

VanOne only offers quotes for 5, 10, 15 and 30 cubic metres.  For larger than 30 cubic metres moves please contact VanOne customers services.

Q?How do I get quotation and book removal with VanOne?
A.

Booking European removal with VanOne is as easy as booking flights online.

  • Go to www.vanone.co.uk and request your quote.
  • Email with three quotes will be send to you immediately after your request.
  • To book your move, please check your the email with VanOne quotes and click on the option you require for your move to book.
  • Then the website will guide you through the booking process.
Q?I prefer to pay small booking deposit to secure my booking rather than paying the full amount in advance. Can I do it?
A.

Of course you can. Upon completing the online booking process you will be asked to pay the booking deposit, usually about 15% of the total service price. You will be required to pay the remaining balance in cash to the driver before the van is unloaded.

Q?The van that arrived at my home can take much more than the 15 cubic metres I ordered. Can I use all the available space in the van?
A.

You can only use the amount of space you ordered. The total capacity of our standard vans is 20 cubic metres, but we only allow customers to use up to 15 cubic metres. This is because if we load the van to its full capacity, it will exceed the 1200kg weight limit and will be too heavy to travel.

Q?Moving with VanOne is cheap, are my goods still insured and in safe hands?
A.

Yes indeed. Your goods are insured with Goods in Transit insurance of up to £20,000 so if something happens during the transportation, for example the ferry boat sinks or there is a car crash on the motorway, you can make a claim to recover the loss.

Q?What do I have to do to take advantage of the FREE Goods in Transit Insurance provided by VanOne?
A.

The “Insurance Form” will be emailed to you once you have completed your booking with us. You will be required to fill in this MS Excel form, stating all the items that you will be moving as well as their values and email it back to us. If something happens during the journey, the insurer will refer to this list to determine the value of your loss.

Q?What else can I do to ensure my goods will be safely transported to my new home in Europe?
A.

We understand how important it is that your items get to you safely. You can purchase Heavy Duty Shrink Wrap and Furniture Removal Protective Blankets from our online shop and use them to prepare your household for removal. Wrapping items up and packing them away carefully will considerably reduce the risk of things getting damaged.

Q?Whose responsibility is it to prepare my household for removal and ensure that all goods are properly packed and protected?
A.

It is customer’s responsibility to prepare all the goods for removal and we ask that items are packed away securely before the driver arrives.

Q?Why are services offered by VanOne so much cheaper than other International Removals?
A.

VanOne are cheap because we offer a basic man and van service. We are also cheaper because we run an extensive network of vans across the European Union so our vehicles never waste diesel travelling empty.

Q?How can I pay for my European removal and for the packaging materials that I order from VanOne?
A.

You can pay for your removal in advance using your credit or debit card on our website. We currently accept MasterCard, Visa, Amex, Maestro and JCB cards. All of the services and products that you order from VanOne will be billed on a single sales invoice.

Q?Do I have to pay extra for driver’s help with loading and unloading?
A.

If the loading takes up to one hour – then it is free. If it takes more than one hour, then you will be charged at £10 per half an hour of driver’s work. You can pay the driver in cash.

Q?Does it cost more to pay using my credit card?
A.

We know that most companies charge extra to book services using a credit card. This is not the case with VanOne – the price you pay is the same whether you pay by credit or debit card.

Q?How soon do I have to pay for my order?
A.

Just like when you book flights, you will be required to pay for your order there and then when you book our services online. You can choose to pay small amount as a booking deposit or pay the full amount in advance.

Q?How safe is the VanOne online payment facility?
A.

Our online payment facility is provided by WorldPay – probably the safest global payments service in the world, and so is very safe.

Q?What do I need to do to get a quote from VanOne?
A.

To get a quote you must do the following:

  • Estimate the cubic capacity required for your move and an aggregated weight of all the items subject to removal
  • Log on to our website and fill in the online quotation form to get an instant quote to your email.
Q?What if I don’t know how to estimate the cubic capacity and /or weight of my items?
A.

If you contact us by phone and describe the items that you will be moving, we will be able to assist you with this. Furthermore,  you can use your laptop or tablet computer and have a video chat with one of our customer service representatives using the ‘Hangout’ feature on Google+ or via Skype. If you show them around your household, giving them some details about your European Removal requirements, your customer service representative will be able to recommend the required size of vehicle.

Q?What if I don’t know anything about Google+ ?
A.

If you call us during our office hours, one of our customer service representative will guide you through how to work Google+.

Q?How will I know when my order will be delivered to my new home in Europe?
A.

When you order the service from us, we will let you know how long the removal will take and we will tell you the date of delivery (which will usually be on the next day or 48 hours after loading). We will also call you at least two hours before the arrival of the van to your new address in Europe to tell you the exact time of arrival.

Q?So what exactly can I expect the driver to do for me?
A.

You can ask the driver to give you a hand with:

  • Loading and unloading heavy furniture and boxes
  • Organising the available loading space in the van the most productive way
  • Ensuring that all items are safely loaded
  • Helping you to fill in basic documentation (CMR form)
Q?I am planning to move from Thurso in the Scottish Highlands to Pozzallo in Sicily. Can you help?
A.

Yes we can. We offer services to and from any place in the European Union, Switzerland and Norway.

Q?What exactly is included in the service?
A.

Typically, the service includes:

  • Drivers help with loading and unloading (up to two hours on each side)
  • Goods in Transit insurance with coverage up to £20,000 per van
  • Transportation from point A to point B
  • UK-based call centre support
  • European motorway fees
  • European road tax
  • All toll fees
  • Ferry fees
  • VAT
  • Fuel
Q?What is NOT included in the service?
A.

We do not provide a service for:

  • Packing and preparation of your household for removal
  • Storage for your items
  • Organising essential paperwork for a move to either Switzerland or Norway
  • Dismantling of fittings and furniture items
  • Disconnection or reconnection of appliances, fittings or equipment
  • Removal or laying of fitted floor coverings
  • Taking down or re-hanging curtains, blinds or other window coverings
Q?I would like to move from Europe to Australia. Can you help?
A.

Unfortunately not. VanOne only operates within the European Union, Switzerland and Norway.

Q?What paperwork I am expected to prepare and sign?
A.

For insurance purposes you will be sent a link to the “ Insurance Form” on completion of your booking, which you will be required to complete. You will also need to sign a CMR form which will be presented to you by the driver upon their arrival with you at your UK address. There is additional paperwork required for moves to Switzerland and Norway.

Q?What other paperwork do I need to worry about if I move to an EU country?
A.

If you hold an EU citizenship and move within the EU you don’t need to worry about any other paperwork for customs or /and immigration. Please note Switzerland and Norway are not part of the EU.

Q?Am I required to organise all of the necessary paperwork when moving to Switzerland or Norway?
A.

Yes. If you are moving to Switzerland or to Norway, even if you hold an EU passport, you have to comply with the local immigration and customs regulations. You must consult the Swiss or Norwegian Consulate for details before you move.

Q?I have consulted the Swiss/Norwegian authorities about my move to their country and organised all the necessary paperwork. What do I have to do next?
A.

You have to make three copies of all the necessary paperwork and forward one copy to the VanOne (scanning documents attached to an email is accepted) and the second copy should be handed over to the driver on the day of your move. The third copy should remain with you for your personal records.

Q?What if I am not an EU, Swiss nor a Norwegian citizen, can VanOne still assist me with my move?
A.

If you are not EU, Swiss nor a Norwegian citizen then that’s great! We will be equally happy to help with your move. But before you order service from us, please contact the consulates of the country you are planning to move to for information about their customs and immigration policy.

Q?What if I ordered five cubic metres (300kg) of space in one of VanOne’s vehicles, but it wasn’t enough?
A.

Your driver can only take as much as agreed prior to the removal date and will not be able to take more than five cubic metres (300kg) of items. The same applies for larger quotes too.

Q?So how do you check the weight of my items?
A.

The total weight of an empty vehicle is 2300kg. We weigh the loaded vehicle when boarding the ferry to France and deduct the total weight of an empty vehicle, from the total weight of the loaded vehicle.

For example: Loaded vehicle = 3500kg – Empty vehicle 2300kg = Weight of cargo 1200kg

Q?How do you check the volume (cubic capacity) of my items?
A.

The total cubic capacity of the van is 20 cubic meters. A quarter of that capacity is five cubic metres. We place all of your items in the van and use a tape measure to measure their total capacity.

Q?So what would happen if I went over the weight limit that was allocated to me?
A.

The driver, using his experience, and by looking at the level of the vehicle suspension during the loading process, will be able to estimate the weight of all the items loaded onto a van. If the vehicle suspension level reaches the vehicle’s loading capacity limit, the driver will request that you stop loading additional items.

Q?What if I disagree with the driver’s experience in estimating loading capacity and insist on loading more than recommended by the driver?
A.

We will check the weight of the vehicle when boarding the ferry and if the driver was right and the vehicle is overloaded, we will call for another vehicle to transfer the excess load and you will be charged at 80p per kilometre that the extra vehicle drives. In Europe the legal van weight limit is 3500kg.

Q?What if the paperwork I organised for my removal to Switzerland or Norway is questioned by customs on the border, and the vehicle with my belongings in is stopped?
A.

You will be required to come to the border and provide appropriate documentation to satisfy the customs officer, therefore it is important that you take extra care when filling in your documents to reduce the possibility of any problems.

Q?What happens if, because of reasons beyond my control, I am unable to complete the removal and unload my belongings at my new home in Europe?
A.

We will take all of your belongings back to the UK to our London hub, where your items will be stored. You will be charged for the return journey at an amount equal to the quote you received for the outbound journey. You will also be charged for the storage and labour costs needed for unloading the vehicle into the storage. This will be charged at £50 per hour. Storage will be charged according to the rates that can be found on http://www.safestore.co.uk/.