COLLECTION

CAN YOU COLLECT TODAY?

We understand that there might sometimes be last-minute emergencies that mean that you need to have your items collected for storage at very short notice.

If you require your items to be picked up today, please give us a call on 02033688454 and we will try our hardest to arrange a collection for you.

WHEN CAN YOU COLLECT MY BOXES?

On our standard service the driver will be with you any time between 7.00am and 6.00pm on the date you request. For most UK postcodes we’ll send you a confirmation email the day before collection. Where possible, this will include your 1-hour ETA (estimated time of arrival), or more information about your driver.

To ensure we can successfully collect your boxes on the best day for you, please ensure you (or someone you trust) are available for the duration of your collection window. The cut-off time for next-day collections is 10am the working day before. (For Monday collections, please book before 10am the Friday before!)

WHAT DAYS DO YOU COLLECT ON?

We collect Monday to Friday nationwide between 07:00-18:00.

Sometimes we maybe able to collect on a Saturday but this will be at an additional charge.

WHERE CAN YOU COLLECT MY BOXES FROM?

We can collect your boxes from any mainland UK address; be it your home address, a business address or your student halls of residence.

To ensure a successful collection first time, do make sure you enter your full address and an accurate postcode for where your boxes are. It can also really help if you tell us that your home is in a gated complex and the driver will need to ring your buzzer for access, or if you’re leaving your things with a concierge, or in reception.

Our standard collection includes pick-up from the ground floor. In some properties there maybe optional additional services including collection from your apartment/room.

CAN I MAKE CHANGES TO MY COLLECTION ORDER?

Yes, of course. If you want to change the number of boxes you’re storing or let us know any specific collection instructions, please contact us by logging into your account and chat to our team by visiting the CHAT button within your order confirmation. You can also email us at support@pinglocker.com or call us at 02033688454 by 10am the day before your collection. If your collection is on a Monday, then get in touch by 10am the Friday before.

If you decide to change your collection date, please let us know as soon as possible and no later than 10am the day before your intended collection (likewise, get in touch by 10am Friday if it’s happening next Monday!). Letting us know after this time will incur additional charges, as we will have scheduled for a driver to come to your address.

If you let us know you would like to change or cancel your collection date after 10am the day before, there will be a £25 charge. If you are not present for your collection there is a £25 charge, as a driver will have arrived at your address and waited for 10 minutes before moving on to their next customer.

WILL THE DRIVER CALL WHEN THEY ARE OUTSIDE?

Unfortunately we can’t guarantee that you’ll get a call from the driver, so we always try and make sure that we get as much detail as we can to make sure there aren’t any problems that would necessitate a call. To make everything run as smoothly as possible, please tell us any special delivery instructions when you place your order.

WILL THERE BE A CHARGE IF MY COLLECTION CANNOT BE MADE?

If our driver or delivery partner is unable to collect your items due to insufficient address information or an incorrect postcode, or if you are not at home or not ready when the driver arrives, there will be a charge of £25 to rearrange your collection.

So that your collection will be successful first time, please make sure you’ve entered your address accurately, with the correct postcode. Do also let us know any special delivery instructions, such as if you’d like us to pick up your boxes from a particular location, such as a garage, or if you’ve pre-arranged with a reception area to leave your boxes there.

Should our driver or delivery partner be unable to reach you within the collection window due to unforeseen circumstances experienced by the driver, we will rearrange your collection free of charge. However, we do find that the vast majority of collections are successful first time.

If our driver or delivery partner is required to wait for more than 10 minutes for any reason, a £25 charge will be applied to your account.