FAQ

 

Please read through our FAQ’s before your shipment day
Our FAQ’s are packed full useful advice and at European Moving we believe in giving the information to you strait. We answer the everyday questions with honestly and integrity, nothings hidden in our terms and conditions unlike many of the larger and well known removals companies attempt to do. If you want 100% honest answers and want to make your move problem free then please read on.

Q. Will European Moving pack all of my possessions?

A. Unfortunately not, we are low cost operator and we only transport customer packed and protected items. Please ensure all of your items are adequately export packed and that your furniture is protected and ready for road transport. Please read our movers guide page for packing advice.


Q. Will the driver load the Truck or Van for me on my removal day?

A. We provide two kinds of services, Load and Go and EasyMoves. In both cases the driver will assist with the SAFE loading of the vehicle. Customers should expect to help with the loading of the vehicle, please see our Services section for more info. Please note that Load and Go is a roadside service and that EasyMoves is ground floor only – for more information please contact our sales team.


Q. Does the van or truck come with blankets?

A. Our vans do not all carry blankets, the reason for this is that they are typically considered inadequate for packing furniture items when moving internationally. They can work loose and furniture can get damaged. We strongly recommend that you export pack your items. More guidance can be found on our movers guide page.


Q. Does the van or truck come with straps?

A. Yes, all of the vans will come with several sets of straps, the straps will be use to secure large items. Please make sure you are happy with the security of your belongings being loaded on to the vehicle before it sets off on its journey.


Q. Is delivery to ground floor or door step only?

A. Yes, our Load and Go service is based on door step collection and delivery and our Basic Removal service is delivery to the ground floor of the property. Please see our service section for more info. We can sometimes arrange additional help for upper floors or arrange addition labor, our move managers will help you find the best solution.


Q. Are my goods insured with European Moving?

A.No unfortunately not but you may already have cover with your Household contents insurance policy or you can obtain a quote on-line from many 3rd Party Insurance companies. Please read our Insurance Page for more info, however we do have liability cover for £40 per box or £10,000 per van in the event of total loss.

Q. Something’s been damaged or is missing from my shipment upon arrival. Can I make a claim?

A. You can make a claim against our missing item compensation policy for £40 per box or item. If the item has been damaged you will need to make a claim on your own insurance policy. Please read our Insurance Page for more info. If you wish to make a claim please get in contact and we will send you over a copy of our claims form.

Q. What are your payment terms?

A. We ask for €100 deposit upon booking which is fully refundable. The remaining balance payment payable 14 days before shipment commences. The remaining balance payments are fully refundable at any time unless a cancellation is less than 36 hours before the final removal day. In case of cancellation within the 36 hours we would charge a further 10% to cover costs, the balance of any money’s owing would of course be fully refundable. Listed below are our payment options:

  • PAYMENT OPTION 1:
    €100 Deposit upon booking + The remaining balance by International Bank Transfer, TransferWise or Credit Card (Up to €1000) 7 days before shipment
  • PAYMENT OPTION 2:
    €100 Deposit upon booking + 70% of the remaining balance by International Bank Transfer, TransferWise or Credit Card (Up To €1000) 7 Days before shipment 30% Cash to the driver or Credit Card (Up To €1000) over the phone before unloading of the van
  • PAYMENT OPTION 3:
    €100 Deposit upon booking + 50% of the remaining balance by International Bank Transfer, TransferWise or Credit Card (Up to €1000) 7 Days before collection and
    50% Cash to the driver or Credit Card (Up To €1000) over the phone before unloading of the van

Q. Do your drivers speak English?

A. Our drivers all speak Basic English but due to the vast amount of countries we cover are not guaranteed to be native English speakers. We have a number of translators in our office should they be needed.


Q. Will I be able to add more items at a later date?

A. Yes, this can be arranged up to 1 day before collection, and the price can be adjusted accordingly. Just contact your Move Manager.


Q. Do I need to fill out an inventory?

A. Yes, all shipments need to have an inventory, if you have booked 2 or 3 vans then we need to have 2 or 3 inventories forms filled out. Your move manager will email you an inventory template once you have booked. It’s also a condition of insurance that an inventory is filled and values placed against specific items. We ideally need the final inventory(s) at least 3 to 5 working days before your move, please also print 2 paper copies, 1 for you and one for the driver(s). All goods must be checked on and checked off our vehicles when loading and unloading. Insurance claims will typically be rejected by insurance companies for miscellaneous and unrecorded missing items.


Q. Will you provide an Invoice?

A. Invoices are sent to you once your balance payment has been paid, we’re not able to issue an invoice until payment has been received. If you have any questions regarding this please speak with your move manager.


Q. Does my shipment include VAT?

A. If you are an induvial shipping personal effects overseas, then your shipment is VAT excluded unless you are a resident of Luxembourg. If your move is a business move and your business is VAT registered, then we will require your VAT number so that the VAT can be reversed charged. If your business is not VAT registered or you are resident moving from Luxembourg to another country, we are obliged to add 17% Luxembourg VAT to the amount payable.


Q. Who pay’s Excessive Weight charged by the Police?

A. We can’t accept liability if our vans are overloaded, all fines by Police, VOSA or any other foreign authorities will need to be paid by the customer before the vehicles are unloaded at the delivery point. It may be necessary to send another van to recover overloaded goods, charges will apply in such circumstances. If you have any doubts about being overweight it’s better to speak with your move manager about booking a part-load or an additional van.

 

Q. Will my goods need to be checked by customs?

A. There are random customs checks in some countries a vehicle can be asked for a customs check at any time. We will inform you in such cases if your goods are checked by customs on route.


Q. Do my goods need customs documentation?

A. If you are moving within the 28 European Union member states you do not need any customs documentation. If you are moving you goods to countries such as Switzerland, Norway, The Canary Islands, Iceland, and Liechtenstein then customs clearance needs to be arranged.


Q. How do we arrange customs when moving to Switzerland, Norway, The Canary Islands, Iceland or Liechtenstein?

A. We normally start the customs clearance procedure 2 or 3 days before shipment so that you can bring your inventory update just before you move.


Q. Can I change or add to my inventory once customs clearance has been arranged?

A. It can very difficult to change the inventory once finalised with a customs clearance agent. In such circumstances extra agent fees would apply.


Q. Who pay’s for the customs clearance fees, duty’s and taxes?

A. The person moving their goods will be responsible to pay any fees due. Customs clearance fees vary from country to country but if you budgeted for somewhere under 300 euros this would be a safe estimate. We will pay any customs agent’s fees exiting Dover or Folkestone on your behalf, the cost of this is included in your quote.


Q. Do you offer International removals outside Europe?

A. We do not operate outside Europe due to the fact our business is modeled to offer the most competitive prices within Europe. However, we do have a sister company International Movers who provide the same service outside Europe.

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