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Moving FAQs
Do I have to pay a deposit to hold my required pack date?
We do not require our clients to pay any kind of deposit; however, payment must be received prior to the first day of your pack unless your employer has a credit facility with Sterling.
Do you take American Express?
Unfortunately we do not take payment by American Express. We do take most other payment cards including VIsa and MasterCard.
What time do the crew start and finish?
The crew will arrive at your home at approximately 9am (traffic dependent) and work throughout the day. Typically, our crews will be finished by 4pm, depending on the volume of your possessions to be packed.
Do I need to be at the property all day whilst the crew are there?
You will need to be at home to let the crew into your property; upon their arrival, you are free to leave and come back at the end of the day to secure the property and complete all relevant paperwork.
How many crew members will pack my shipment?
We prepare for each move on a case by case basis; crew members and additional resources will be allocated based on the volume of your move, type of shipment, and if you have any additional special requirements.
Can I stay in my property during the pack?
Yes; if you make us aware you will still be living in your property, our crews will leave all your essential items and pack them on the final day.
Is customs clearance included in your quotation?
Yes - normal customs clearance is included in our quotation, however the following is excluded:
- Customs duties, taxes and/or handling charges due to public health and quarantine issues
- Additional customs inspections, examination fees, security screening or related security costs
- Our teams are on hand to advise you through the intricacies of each of these processes.
How long does customs clearance take?
This is completely dependent on each country and our teams will talk you through the process for your required destination.
Is parking suspension included?
Yes, we will do our best to ensure that parking is suspended but this completely depends on how much notice we are given of your move.
What happens if the volume increases/decreases?
Our teams are flexible and can accommodate accordingly. In terms of final payment, our invoice will be adjusted to reflect the changes in volume.
What happens if something is damaged in transit?
Although we have one of the lowest damage ratios in the entire industry, we offer fully comprehensive Transit Cover to give you piece of mind. Our in-house Claims Manager would handle any claim for you.
Is insurance included in our quotation?
We provide our own in-house Transit Cover as an additional extra. Rates vary depending on your final destination. Please ask your dedicated Move Coordinator for further details about our cover.
How long do I have to make any loss or damage claims under my Transit Cover policy?
To ensure full peace of mind, our clients have 30 days from final delivery of their possessions to claim for any items that may have been lost or damaged in the moving process.
Can I do my own packing?
In order for us to clear personal effects through customs, a detailed inventory must be completed ensuring that a Sterling crew has appropriately wrapped and sealed all boxes and items within the shipment. We are happy if you wish to pack a few boxes with personal effects yourself, but would require that the boxes are left open so that they can be added to the above inventory and to ensure that all goods are packed correctly and are fully protected during transit.
Can I have some boxes delivered to me prior to my move?
Of course, this is no problem at all. Just let your Move Coordinator know how many boxes you require and this can be arranged for you.
Can I take my car with me?
Along with your household move, we can assist with the shipping of your car; this is also dependent on the importation regulations for your destination country. Please speak to your Move Coordinator for details.
Can I take pets with me?
Yes, we would be happy to provide you with a quotation to move to move your pets.
Who would be my point of contact throughout the move?
When you book your move with us, we provide you with your own dedicated experienced Move Coordinator who will work with you, managing the entire removals process and ensuring you are fully informed every step of the way.
Do you unpack for me at my new home?
Yes, we will unpack in your new home and place the furniture in the rooms of your choice.
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