Frequently Asked Questions
Our FAQs provide clear, helpful answers to the questions we are asked most often. Whether you need information about our products and services, ordering, delivery, payments, returns, or account support, this section is designed to help you find what you need quickly. We update our FAQs regularly to ensure the information remains accurate and relevant. If you cannot find the answer you are looking for, please get in touch—we will be happy to help.
Fueled by a deep passion for what we do, we are a small business that takes pride in providing personal attention and care in every detail. Our approach is founded on quality and integrity, ensuring that everything we do reflects our commitment to excellence.
General Questions
How safe is the website?
Town2CityCourier uses an SSL Certificate to encrypt the connection between your browser and our website server, allowing you to enter your personal information knowing it’s safe
You will see a green safety tick next to our business name within the search engine when using good quality internet security software for added peace of mind
What are your business hours?
Our business hours are listed below, and all new requests for a quote outside of office hours will receive a reply the next working day.
Monday - Friday: 9:00 am - 6:00 pm
Saturday – Sunday: 9:00 am - 5:00 pm
On public and bank holidays, the office will remain open.
If you already have a booking with us, you are more than welcome to contact us outside of our business hours for an update about your booking.
Will other customers items be loaded into the van with mine?
As we are a same-day courier and small removal company, try to have a full van load as this helps cut down on the miles we travel each day and means we can pass on the savings if more than one customer is going close to the same delivery address.
On request, we can offer a dedicated same-day courier service, but sadly, you will have to pay the standard service charge as there won't be a discount applied to these services.
Our standard removal service will always come with an empty van unless you are only moving a few pieces of furniture.
Student removals will have other student items loaded alongside your things, so we ask that all students have their names and delivery address on each box. For a small fee, we can provide labels on the date of collection if needed.
How do I leave feedback?
After we have completed the job, you will receive a text message within 48 hours with a link to our Google My Business profile, where you can leave us feedback about the service you received.
You can also find this link on our review page, where you can see other customer reviews.
Can stuff be taken to the dump?
Sadly this is something we do not offer due to dump operators charging over the nose for commercial vehicles to use their yard, which renders the job not worth doing as the high cost has to be absurd by the customer
We recommend contacting your local council, who can hopefully do the job for you at a reasonable price or point you to a licenced waste removal company they have registered with them
Booking & Confirmation
How quickly will I receive my quote?
You will receive a quote within an hour or so during regular business hours. Still, it may take longer during busier periods due to being out on the road, so if you need an urgent quote, I would recommend WhatsApp as we can sometimes reply sooner depending on the service you require.
If you submit your request outside office hours, we will usually reply the next working day
Will I get a booking confirmation and when?
Can I change the date or start time?
How much notice do you need for a booking?
The earlier you book with us will help make sure you get the correct date and time you need for your removals, but we can still accept short notice bookings depending on our availability and the time of year
Same-Day Courier Service
We can take same-day bookings for our courier service, but this will depend on how busy we are and the collection and delivery address location and what time you request this service
Will I need to be present during the job?
No, you don't need to be present on the date agreed to, but please make us aware of who will be at the collection and delivery address and provide us with their contact details and make sure that they have access to the property before booking the job with us.
Services & Fees
Why is there a stair charge?
This charge is due to the number of trips we have to make to compleat your removal job, but this charge is a fixed price per person at £7.49 per floor, and discounts won't apply to this charge.
Our courier service will be exempt from our stair charge unless you have lots of boxes that can't be transported within one trip using a bag or larger box to take them all in one go.
Ongoing problems with some stairways have resulted in us having to invest in new lighting equipment, meaning that from now on, we will charge a small fee for stairways that are not adequately light during the move, and discounts won't apply to this charge.
What if I want to add additional items to my move on the day?
Can there be additional costs on the day?
What happens if my move requires more than one van load?
Can I make a detour/change to the journey after pick-up?
Payments & Refunds
What type of payment methods do you accept?
Due to the ongoing pandemic and the number of banks closing down, we would like to ask all customers to pay by card as we use a mobile card payment system by SumUp that uses bank-level security when processing your card payments.
We can still accept cash payments on delivery but ask that customers have the right amount and to tell us beforehand so we can keep the money carried on us to a minimum for safety reasons
We ask that all new business customers make a same-day payment by bank transfer or SumUp Payment Link before we can carry out the service requested from you
Existing business clients will have to pay a small deposit and the remaining balance within fourteen days of delivery by bank transfer, and failure to comply with our payment terms will result in us asking for full payment or refusing to work with you again
Can I get a receipt upon job completion?
Yes, we always carry a copy of the invoice for the customer, and we will update this if we need to change the price due to more items requiring transportation or if we have to charge for stairs that you didn't tell us about at the collection or delivery address.
Almost 98% of our customers receive the price we quoted them to start with, but on the odd chance we have to amend the quote, we will update this on the invoice, and you will receive an updated copy by email during business hours.
Can I cancel my booking?
Yes, we allow customers to cancel their booking but ask that you give us at least 48 hours notice; otherwise, we will have to charge a cancellation fee of £25 or 50% of the quoted price, depending on the service you have booked with us.
Same-Day Courier
Yes, you can cancel this service, but doing so will result in us charging a fixed cancellation fee of £25.00 per booking, but only if we haven’t started the collection.
Long-distance Removals
We ask that customers notify us by email or WhatsApp seven days in advance; otherwise, 65% of the quoted price will not be refunded as we will need to cover any money lost on hotel fees
Vehicle & Areas Covered
What vehicle do you have?
We operate a Maxus eDeliver 3 Electric Panel Van, providing 4.8 Cubic Meters of load space and can transport small to medium items with a maximum payload of 865kg.
Internal Load Space
Length: ?
Width: ?
Height: 120cm
Can I travel in the van with the driver?
Yes, we may be able to accommodate one passenger, subject to availability and the requirements of your booking.
Our Maxus eDeliver 3 has one passenger seat, so passenger travel may not always be possible if your booking requires two members of our team to complete the job.
For student removals where no large furniture is being transported, we can usually accommodate one passenger travelling with their belongings, provided the load and booking requirements allow for this.
Please let us know when booking if you would like to travel with your belongings, and we will confirm whether this can be accommodated.
What areas do you cover?
Does my quote include the Low Emission Zone charges?
The good news is our van is euro 6 meaning we are exempt from paying for both the ULEZ and LEZ Zones
Does my quote include the congestion charge?
Yes, if you are moving within the congestion zone, £15.00 will be paid at the end of the job to the driver. If you wish to avoid the congestion charge, consider booking on a weekend, a national holiday or after 18:00 on a weekday.
Do my quotes include parking fees?
The cost of parking fees (if any) will be paid to the driver at the end of the job.
Do my quotes include toll road charges?
No, the cost for the toll road charges will be paid at the end of the job to the driver.
Do my quotes include ferry costs?
No, your quote do not include ferry costs. If any ferry costs occur, you will pay the driver at the end of the job (note that ferry costs must be paid by the customer for the return trip as well).
Insurance
Are my goods insured during transit?
Yes, we have goods in transit insurance of £10,000, but we will only accept claims if items are adequately protected and carefully placed into a quality double-walled box. We are not liable for any loss or damage caused to things that have fallen out the bottom of the box due to poor taping, and white goods must be clean, so we can inspect them for any existing damage before being loaded into the van.
We have the right to refuse any insurance claims made for any damages that we feel are poor quality, meaning furniture that is falling apart, white goods that have seen better days, or parts already missing from them.
We also take photos of furniture and high-quality items before and after loading them into the van for any insurance claims made to us.
Inventory
You are not covered for loss or damage to goods unless a valued inventory is completed and submitted to us before the goods are collected. We have the right to refuse any insurance claims made without a valid inventory list.
Pairs & Sets
If items are part of a set, we shall only cover the value of that part within the collection that had been lost or damaged within the group, as we shall not cover the whole set unless the items have to come as a complete set.
Can I store items in the van overnight?
No, we cannot store items in the vehicle overnight as our good in transit insurance will not cover any items that could get stolen when left unattended overnight.
Driver & Equipment
Will you be on time?
How will my items be protected?
Can you call me if there are any delays?
What happens if the driver is delayed?
Parking Restrictions
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Removals & Packing
Can you disconnect my appliances?
No, as we don’t have special insurance to disconnect any of your appliances and our goods in transit won’t allow us to do this. We are happy to loosen the connection for you but will not unscrew the fittings and take no responsibility for any leaks caused.
Do I need to empty my chest of drawers?
We ask that all customers remove items from drawers before we arrive to move your belongings into the new property, as this will allow us to carry your chest of drawers more safely up and downstairs
Do I have to defrost my fridge freezer?
Yes, we ask that you make sure that the fridge freezer has been emptied and defrosted before the removal date
Moving to storage
Self Storage Centers will not accept fridge freezers into their units unless it has been defrosted and dried before going into storage
Moving to a new property
Failure to defrost your fridge freezer will result in us charging a cleaning fee of £25.00 for any blankets that get wet
What are the recommended box size & weights?
Can I send electrical items?
Students
Can you move two students together?
Yes, we can transport your items together, but this will depend on the number of things each student has, and it's also something we would recommend doing as it will work out cheaper for both of you.
What type of payment methods do you accept for students?
The payment we take will depend on whether you will be available to make the payment in person or not, as we have a few options available for students.
We can accept card payments in person on the day of collection or delivery.
• If you cannot make this payment in person, we can send you a link by email or text message, but this payment will need to have cleared into our bank account before carrying out the work.
• We can also take cash payments but prefer contactless payments due to Covid-19.
Can you help pack my student belongings?
Our student packing service is ideal if you want someone else to take care of the packing, as this service comes with some boxes, bubble wrap and tissue paper to protect items during the move to your new flat or into storage during the holidays.
Please note this service is only available to students who have also booked our student removal service and will not come as a standalone service.
Why do I need to provide a valid Student ID?
We ask all students to provide us with a valid Student ID because we have had customers chance their luck and want our standard service cheaper, so we had no choice but to request ID from students to prove they are entitled to this discount we offer to students.
ID we will only accept
Student ID Card or a letter/email from a college or uni stating you have been offered a course with them, and this letter must clearly show your start date.
Failure to provide us with a valid Student ID or Letter/email will result in us charging the total price of our standard removal service.
Will I need to be present during the student removal?
You don't need to be present for this service, but we ask that you make your landlord, dormitory staff or flatmates aware that we will be attending on the agreed date and time to do the student removal as we will charge waiting time if they need to confirm this with you
Failing to make people aware of us attending will result in your student removal service agreement getting cancelled and no refund given.
Is there a student discount?
Need Something Collected, Delivered or Moved?
Tell us what you need transported, where it needs to go and your preferred date. We'll review your requirements and provide a quote based on the information provided.