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Frequently Asked Questions

Retrouvez les questions fréquemment posées ci-dessous, mais vous pouvez également nous contacter par téléphone ou par email en cliquant ici pour toute question supplémentaire.​

The YouStock offer

  • What services do you offer?
    We offer a tailor-made storage service, adapted to your needs and at the best price.

    To save you time, our team will come to your home and take care of everything: packing, inventory and storage of your items.

    Thanks to the online inventory, you can request a partial or the complete return of your items at any time and within 48 hours. You benefit from the best prices thanks to our rates calculated down to the cubic metre and degressive according to the duration of your storage plan.

    We also offer a complete and comprehensive moving service. You can also benefit from a range of services adapted to your budget and to your needs (packaging, unpacking, dismantling, reassembly, etc.).

    Compose your customized offer via our online tool.
  • How is your concept innovative?

    - We collect your items at your home: you haul for nothing, neither to handle nor to transport.
    - We carry out a photo inventory accessible from our website, to enable you to manage your stock from your sofa. 
    - We adjust the price according to the volume picked up on the day of entry in storage, you only pay for the space you use.
    - We handle the storage in our secure warehouses.

  • How does your service work?

    You would like to use our services? You have two possibilities:

    1. you can make your pre-order online, we validate and then contact you to check together.

    2. You can call us on 04 89 33 11 71, we will conduct together a precise estimate.

    Once your quote has been signed, our team will be automatically informed of your decision and we will confirm you the delivery dates of the moving materials (boxes, storage modules) and pick-up by email.

    Our logistics team will arrive at the scheduled appointment, carry out the inventory, pack (option), disassemble (option), load and transport your goods to our warehouses in order to place them in storage.

  • What can I store?

    You can store furniture, appliances and all your personal belongings (think of our storage modules: boxes, cardboard boxes, dishes boxes, book boxes, wardrobes, etc.). 
    However, we exclude: food (or perishable goods), any living being, chemical materials and dangerous - explosives - flammable - carcinogenic products, weapons, drugs, etc.

     

  • What are the areas of your interventions?

    Youstock operates in all Alpes-Maritimes, from Menton to Cannes. We pick up and deliver to major cities such as Nice, Cannes, Antibes, Grasse, Menton, Monaco, but also to smaller ones.

    Our customer service and after-sales service is located in Monaco.



    In January 2020 our storage service will open in Paris and Ile-de-France.
  • What are the opening days and delivery hours?

    Customer Service will answer you by phone on 04 89 33 11 71 from Monday to Friday from 8:30am to 6:30pm.


    Feel free to contact us by email at the following address: cotedazur.sales@youstock.com, we will contact you as soon as possible.

    Deliveries and returns take place from Monday to Friday during time slots that we will define with you depending on your address and the volume you store.

  • What is the photo inventory?

    During the pick-up, we list the items you entrust to us using QR-codes and photos.

    These photos represents each item as a whole (like a storage module) and not what it contains, it will never be opened without your agreement.

    We ask you not to close your boxes and/or storage modules so that we can photograph the content from above.

    In order to manage your items remotely, it would be more useful to mention what you insert in each box and/or storage module directly on your online inventory available in your customer account

    If you do not want the content of the box and/or storage module to be photographed, please close it with the words "private" on it.

Ordering and preparation

  • How can I estimate the volume of the items to be stored or moved?

    We provide you an online calculator in which you can detail all the items you need to store.

    Our calculator then assigns a volume for each item according to the dimensions of furniture.

    You are responsible for notifying us of any object to be transported whose volume, shape or weight is out of the standards.

    We can also help you estimate the volume directly by phone or by videoconference.

    If you have any doubts, feel free to contact us. Our storage and moving experts will be able to help you.

  • How to get a quote?

    Use our online calculator to detail your needs and get a detailed price estimation.

    You can also contact our storage and moving experts by phone at 04 89 33 11 71, who will help you to estimate the most accurate volume to store or move.

    You will then receive your free quote by email.

    YouStock advice: for specific, voluminous, heavy, fragile or valuable objects (such as a piano, a marble table, etc) please send us your request by phone.

  • How do I confirm my order?

    Tick the check boxes for accepting the order and our Terms of Service and click on “Confirm order”.

    A secure payment page will open and allow you to register your payment method (Credit/Debit Card or SEPA direct debit).

  • Can you provide me with packing materials?

    We offer the supply of our professional materials at attractive prices.

    Feel free to order what you need when you order online or when communicating with our customer service.

    We also ensure home delivery in a time slot of your choice (see delivery schedules).

  • Can you pack my items?

    We can pack your goods for you, but also disassemble your furniture and reassemble them.

    Make a request when ordering online or directly by phone with our customer service.

  • What storage modules are available from YouStock?

    All our storage modules are equipped with numbered seals to ensure optimal security.
    - Medium box: 61 (W) x 40 (D) x 34 (H) cm.
    - Large box: 80 (W) x 60 (D) x 32.3 (H) cm.
    - Wardrobe box: 50 (W) x 50 (D) x 120 (H) cm.
    - Archive container: 54.4 (W) x 35.5 (D) x 26.5 (H) cm.
    - Ski bag: 150 to 190 (H) cm.
    - Snowboard bag: 170 (H) cm.
    - Golf bag cover: 130 (W) x 35 (H) x 30 (D).

  • Can I change my order (services / date / address)? What are the deadlines?

    You may change the information and services related to the pick-up at any time up to 48 hours before the service is provided.

    Remember to call us as soon as possible, so that we can get organized and find the best solution to this change.

  • I have booked a pick-up or a removal service with a flexible date. How will my date be confirmed?

    Once your pick-up or your move is scheduled in our logistics planning, our customer service will contact you to confirm the date and time slot.

    You will then receive a confirmation by email.

  • Can I cancel my order?

    In case of any changes, please contact our customer service as soon as possible.

    Whether for your move or your pick-up, the 50% deposit can be kept; unless you take out cancellation insurance.

    If your pick-up is offered/free, you will be charged a cancellation fee of €30 including VAT.

Collection process

  • What are the pick-up/delivery hours?

    Pick-ups or returns take place from Monday to Saturday on time slots we define with you depending on your address and the volume you store.

  • How does the pick-up work?

    Our teams will come to your home to pick up your belongings for the storage.

    We agree beforehand on a date and time slot that will suit you.

  • How are my items protected?

     All entrusted objects are protected with professional material (bubblekraft paper - bubble wrap with a cardboard side, covers, blankets, cardboard boxes...)

  • I need more storage space than expected, what can I do?

    During the pick-up, you can entrust us with more items than expected.

    In that case, the monthly storage fee will be reviewed with our customer service.

    If you wish to add items after the operations of our teams, we will organize together an additional pick-up, update your inventory and adjust the monthly rate.

  • Who is in charge of booking the parking spot?

    For each service, our teams take care of booking a parking spot as close as possible to your home.

    A request will be made to the local authorities (police, town hall...)

Storage conditions

  • How are my belongings stored?

    Your belongings are stored in our storage modules or in wooden or metal furniture boxes, fireproofed and equipped with air vents. These boxes are stored in our secure warehouses and under video surveillance 24/7.

    Access to our storage sites is strictly monitored.

  • How are my boxes/storage modules secured?

    All storage modules placed in storage have a seal with a unique number.

  • Where are your warehouses located?

    Our storage area is located near Nice. We usually don't disclose the location for safety reason.

  • Can I access your storage area?

    For safety reasons and because our services aim to simplify things for you, the access of our warehouses is strictly reserved to our logistics team.

    Thanks to your online inventory on our website, you have always access to the list of your items in storage. If you need a delivery, please make the request online and we will deliver to your home within 48 hours.

Delivery

  • How do I request a partial delivery of my goods?

    Thanks to the online inventory, you can request up to 1 free partial return per month within the limit of 1 cubic metre.

    Beyond this volume, the delivery rate will be calculated directly from your online account by mentioning logistics information required for delivery. Go to "My Account" page and click on the tab “Retrieve my items”.

  • How do I get my stored items back?

    Go to your online account, tab “Retrieve my items” or contact us by phone or by email at info@youtock.fr to indicate the delivery address and the desired date.

  • Can you return my items to another address?

    No worries! Just change the delivery address in your customer account before requesting the return of your goods via the "Retrieve my items" tab.

Insurance

  • Are my belongings insured?

    All our offers include a free contractual insurance that covers your goods up to 300 per cubic meter, with a maximum of €300 per object, for the storage of your goods and €300 per object or per cubic meter during transport. 

    If one of stored items has elements whose value is higher than 300, we suggest you to subscribe to an additional insurance or an ad-valorem insurance. Its price is proportional to the declared total value: 0.3% during storage and 0.6% during transport.

  • What is insured?

    All your valuables are insured within the limits of the conditions of the chosen insurance.

    For these guarantees to be effective, the items picked up and stored must be packed and transported by us.

  • How to proceed in case of damage?

    During each service you will be asked to sign a receipt (for pick-up or delivery) on which you can note any reservations: please note each remark.

    In addition, please send us a registered letter with acknowledgement of receipt containing your claim within ten calendar days, with the invoices of the damaged items attached so that we can start the imposed process by our insurance company.

Rates and billing

  • What are the possible payment methods?

    Most of our customers choose direct debit (SEPA) 

    However, it is also possible to pay by credit/debit card.

  • How are the rates calculated?

    Our prices are calculated based on the volume to be stored and are degressive: 

    - We check the volume in storage on the basis of your inventory in order to refer to a first pricing range (this is why we are likely to ask you for photos that will enable us to specify the initial estimate).
    - Depending on the minimum duration of your contract, the monthly payment is further reduced. The price is calculated down to the cubic metre. You only pay for what you store and/or need to move.

    We also apply discounts on pick-up and/or storage depending on your commitment period.

    The online inventory enables you to get an estimate of the rate by internet or telephone. This estimate may be updated if the information initially provied is modified.

    For removal services, our prices depend on several criteria:
    - the volume of items to be moved
    - the access to your current home and to your future home (floor, lift, parking spot)
    - the specific material/equipment required (furniture lift, fragile or heavy objects, or with specific dimensions)
    - the distance between your current home and your future home.

    To estimate the price of your move, use our online calculator.

  • How does invoicing work?

    To confirm your order, you will be redirected to a secure payment page to register the details of your payment method. 

    - If your collection and/or removal fee is more than €100 including tax and VAT: 50% of the amount will be charged to your credit card upon signature, the remaining 50% 72 hours before the service (if you place your order within 72 hours).
    - If your collection rate is less than €100 including tax and VAT: the entire amount will be deducted 72 hours before the service.

    Storage will always be invoiced after collection and on the 1st day of entry into storage so that the rate is adjusted to the number of cubic metres recorded.
    The amount will then be deducted at the beginning of each month of your storage period. 

  • When do I receive my invoice?

    For removal services or pick-ups, the invoice will automatically be sent to you by email the day after we have operated.

    For storage, the monthly invoice is sent to you at the beginning of each month by email.

    You can find all your invoices in your customer account.

  • I want to retrieve some of my belongings before the end of my commitment period

    Your order is based on a defined volume and subscription period, which have an impact on the price of our services. The withdrawal of some your items before the end of the commitment period will therefore not impact the storage volume and price.

  • I want all my items back before the end of my commitment period

    Your pick-up will then be revalued: the decreasing price applied to your pick-up rate will be removed, the difference between the initial amount and the recalculated amount will be invoiced.

    50% of the amount due over the remaining storage period will be charged.

Customer Account

  • How do I get my login credentials?
    Once your pick up is completed, an email will be sent to you with your login and password. If you havn't received this email, please contact our customer service. At the first connection, for security reasons, you will be asked to change your password.
  • How to sign in to my account?
    Go to My account in the menu. Enter your login and password, then click on "Connect". You will be redirected to your secure account. If your login do not work, click on "Forgotten password" to generate a new password and try the connection again.
  • I have lost/forgotten the login to my account, what should I do?
    Your username is always your email address we are used to exchanging with. If you have forgotten it, you can contact our customer service.
  • I have lost/forgotten my login password, what should I do?
    On the login screen you can click on "forgotten password". Then enter your email and click on "Send new password". A new password will then be sent to you by email.
  • There are several of us logging into a single account, can we create several users?
    It is currently not possible to create multiple users for a single account.
  • How do I rename items in my inventory?
    Go to your inventory, click on the photo of the object you want to modify, click on its title. You can then change the title of the object. Once finished, the title is automatically saved.
  • I changed my email address, what should I do?
    Contact our customer service to request the modification of your email address.
  • I want to change my password, what should I do?
    Go to your customer account, then "Profile" page. In the section entitled "my personal information" > "password", click on "modify". Enter your old password, then your new password twice. Then click on "Save changes". Your password has been changed.
  • I've changed or I'm going to change my email address, what should I do?
    Go to your customer account, "Profile" page. In the section entitled "Addresses" click on "edit" to modify an existing address or on "add a new address" if you wish to add an address. Then click on "save". Your address has been added.
  • I have changed or will change my bank, account number or RIB (GNI), what should I do?
    You can update your payment information in "Billing" page. You can enter your credit card numbers or an IBAN number. We recommend using IBAN which has no expiration date.
  • How do I access my documents and contracts?
    Your documents are available on your dashboard. Click on the name of the document to download it.
  • How do I get my bills?
    Your invoices are available each month in the "Billing" page. Click on the number of the invoice to download it.
  • How do I change my billing address?
    You must first add an address to your address book. Go to the Profile page and add your address. Then go to the billing page, in "billing address", click on "edit", you can then choose your billing address. Then click on "save".
  • How do I find an item in my inventory?
    You have several options:

    If you have renamed your objects, search by keyword via the search bar, for example: "Chair".
    If you know the reference of your object, you can search by reference number.
  • How do I request a delivery of my items in storage?
    For a partial recovery, go to your inventory, just click on the "Retrieve" buttons located on the photos of your items. They are then added to your cart which you can then validate.
    Complete the recovery form to send your request to our customer service.

    For a retrieve of all your items, go to your inventory, click on the "retrieve all" button at the top right of your item list. Confirm your selection, you will then be redirected to the recovery form to send your request to our customer service.

    Please note that it takes 48 hours (working days) to schedule a delivery.
  • How do I sponsor my friends?
    Go to "sponsorship" page. You can send your invitations by email by filling in the "first name" and "email" fields of your friends. They will automatically receive your personal sponsor code by email. They will then be able to communicate it by phone or on our online simulator to benefit from the discount.
  • How do I log out of my account?
    Click on the profile icon and click on "logout".
  • How do I send a message to the customer support?
    Go to your dashboard to find your referring advisor. His or her first name, email and number will be displayed. If your request is urgent, we advise you to contact us by phone.