01342 321303

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FAQ

FAQs

Everything you need to know about our service.

Get a Guide Price
Arrange a Quote
How do I get a quote?

We can complete a survey to assess your individual requirements and what you are planning to move either in person or by video call. For smaller moves, we can also provide a quote based on a comprehensive list/photographs. Please complete the enquiry form (link to that page) or call our office on 01342 321303 and we can be in touch to arrange a convenient date and time to complete a survey. 

Once you are in a clear position of knowing what you are planning to move to your new home, we can arrange for one of our estimators to complete a survey and then provide a quotation, whether this be 1 month or 6 months ahead of your proposed move. Once dates are known for your move, we would suggest booking around 3-4 weeks in advance where possible. 

We offer enhanced protection of your effects through a product called MoveProtect. This enhanced protection provides cover on an indemnity basis for peace of mind throughout your move. MoveProtect charges and terms and conditions will be provided within our quotations. 

It is important you trust the mover you are placing your invaluable effects with. Look for membership of official bodies like the British Association of Removers (BAR) and Road Haulage Association (RHA). Memberships like these indicate that the company follows a strict code of practice that is approved by Trading Standards and pass annual inspections. Being a BAR member also offers you financial protection safeguards for your move like the Advanced Payment Guarantee scheme (APG). 

Martell’s are members of the British Association of Removers (M002) and BAR advanced payment guarantee. Alongside this we are members of the Road Haulage Association. 

During the initial survey our estimator will discuss with you items which need dismantling to safely remove from your property. This usually includes furniture like beds and wardrobes which we can help with. We may also assist with dismantling other items like trampolines, gym equipment, pianos and jungle gyms.  Furniture and other items that our crew dismantle, can also be assembled at your new home unless instructed otherwise. 

We operate a fleet of vehicles ranging from 3.5 tons to 26 tons. Based on the access available at both properties and the volume of which you are moving, we will allocate a suitable sized vehicle(s) to complete your removal. 

Can I change my date after booking? 

We are happy to take and hold a provisional booking where possible, prior to you having exchanged contracts and firming up your removal date. If your proposed date changes, contact our office as soon as possible to let us know and we can amend the booking in our diary. A non-refundable deposit is due 2 weeks prior to the start of your move and the balance 1 week prior. If you cancel or postpone your removal after payment has been made, you may be subject to postponement/cancellation fees that will be detailed on our quotation. 

Apart from the volume and distance of your move, other factors that will impact the cost of your quotation include any assistance required with packing, dismantling and re-assembly of furniture, access issues at either property and not being suitable for a truck to park directly outside. Other things that would also impact the cost include if specialist equipment is required for removing particularly heavy items for

 

example heavy pot plants or larger furniture over balconies. 

There are no hidden fees within our quotation. We price each job individually and take into account all aspects of your move in advance. If relevant to your move, a late key waiver will be available otherwise late key charges may be applicable should we not have access to your new home by 3pm on completion day. 

We provide our quotations based upon completing the whole job and do not charge an hourly rate.  

Every quote is bespoke to your moving requirements and timescale. Having flexibility with your moving dates may help with us providing a more competitive quote. 

Payment is required 7 days prior to the start of your removal. For unconfirmed bookings a £200.00 non-refundable deposit is required 14 days prior. Moves are covered by the Advanced Payment Guarantee should you have any doubts on paying for you removal in advance (see full terms and conditions of Advance Payment Guarantee) 

Although completions generally to not take place at weekends, we can assist with moving you on a Saturday or Sunday. Our office can provide you with options when providing you with a quotation. 

Do you offer a packing service? 

We can provide you with a part-packing service (for example breakables only) or a full packing service. Each quotation is bespoke to your individual requirements so let our estimator know at the time of the survey. 

For packing, we will provide double walled cardboard boxes, packing paper and tape. Our crew will protect your furniture using furniture covers and blankets.  We also use bubble wrap and specialist bubble blanket to wrap more precious and valuable items. 

All of your items are handled with care and as if they were our own possessions. Those more fragile items can be export wrapped and packed by our trained crew prior to transportation. For pictures and paintings this may also include foam edging to protect the corners. We can also arrange for bespoke wooden crates for higher value pieces which can all be discussed during our initial survey. 

Where is your storage facility? 

Our storage facility is located on Charlwoods Road, East Grinstead, West Sussex, RH19 2HG.  

Our facilities are located within a secure, gated site with 24/7 CCTV surveillance and burglar alarms installed throughout. Our containers are steel, fire-safe, water-proof for extra protection. 

If you want to make regular access to your goods in storage, self-storage may be the preferable option with unlimited access within our opening hours. However access can be made to goods in container storage and there is small charge of £30.00 plus V.A.T. per hour to extract these to make accessible for you. 

We can offer enhanced protection of your possessions through MoveProtect/StoreProtect for goods in containerised or self-storage.  

 

Potentially dangerous, damaging, or explosive goods including (but not limited to) lithium-ion (Li-ion) batteries, e-cigarettes, spirits and the like, gas bottles, aerosols, paints, firearms, ammunition, fuels, oils, chemicals, biological agents, toxic waste, asbestos, or other potentially hazardous substances, or any goods that emit fumes or odours. 

Jewellery, precious stones or metals, money, deeds, securities, mobile telephones, portable media and computing devices, stamps, coins, or goods or collections of any similar kind.  

Goods likely to encourage vermin or other pests or to cause infestation or contamination. 

Goods which, in Our opinion, are hazardous to health, dirty or unhygienic, or likely to attract vermin or pests. We may refuse such goods without liability to You. 

Perishable goods and/or those requiring a controlled environment. 

Any animals, birds, fish, reptiles, or plants. 

Goods which require special licence or government permission for export or import. 

Under no circumstances will prohibited or stolen goods, medication or drugs of any kind, or pornographic material be moved or stored by Us. 

We can store your contents for as long or as little a period as you require. Our normal invoicing procedure is to email invoices for storage on the 1st of each month. 

Our steel, fire-safe, water-proof containers are approx. 5 ft x 6 ft x 7ft each. 

How long do international moves take? 

If you choose to forward your effects by sea, depending on your destination, international moves typically take between 12 – 18 weeks for part loads and 6 – 12 weeks for a dedicated container including customs clearance and onward delivery to your residence or chosen destination. Air freight options are substantially quicker and delivery can be as quick as 2-3 weeks. 

We can assist you with customs clearance and making sure all paperwork is completed in advance to ensure there are no delays or issues when reaching your destination country. 

Every country has its own specific restrictions on what you can and cannot move, and we can provide you with an exact list. Common items include any living plants (unless you have phytosanitary certificates), flammable liquids, fresh food and firearms. 

What time will the crew arrive at my home? 

Our office staff will liaise with you as to what time to expect our crew to arrive. Our standard working hours are 07:30 – 17:00.  We normally expect to arrive at your property to load up between 8:00am and 9:00am 

Have furniture dismantled, loft contents brought down, white goods being moved unplumbed and disconnected, any fixtures/fittings taken off the wall ready for us to move unless otherwise agreed.  

Within our quotation provided to you we will have a clear explanation of your removal programme so you can make appropriate plans. 

 

Our crews have experienced it all when it comes to moving and will assist in the event that something unplanned happens. Between liaising with our office staff and crew on-site, we will endeavor to make sure your removal goes as smoothly as possible. 

Our crew will place all your furniture in your desired location of your new home and place boxes in the rooms at which they are labelled. Our staff will always make sure you are happy before leaving you to settle in. 

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