Frequently asked questions
Q: What quality are the boxes supplied by Helpineedboxes?
A: We take a lot of pride in providing high quality products at competitive prices. Our boxes are made from high quality corrugated cardboard, made from recycled material, recyclable and contain non toxic inks and glues. They are removals grade boxes used by professional removal companies across the UK
Q: How do I use the website?
A: The website has been designed to be as user friendly as possible. There are two ways to find the right product for you. Either you can navigate via the tool bar from product to product, getting more information about the product and then adding to a shopping basket or via our the 'express view' option. This can be found either on the home page on the rotating banner ad or under the 'cardboard boxes' tab, last tab from bottom 'all products'. You can then simply add the items from the list to your shopping basket reducing time.
Q: How do I order?
A: Once you have found the right product or products, simply update your chosen quantity in the 'quantity required' box and select 'add to basket'. This will automatically take you to your virtual 'shopping basket'.
How do I pay?
A: We accept most major credit and debit cards including Mastercard, Visa, Maestro/Switch, Solo, Delta and Visa Electron. We use a company called Sagepay to process the payment details. You can visit them at www.sagepay.co.uk
Q: Do you store my credit card details, or sell on my personal details?
A: Absolutely not!! When you place orders we offer the use of a secure server, via Sagepay. We do not hold any credit card details and DO NOT sell on your personal details to a third party and are registered under the Data Protection Act (Number Z8657840) .Your personal data is only used for the purpose of processing your order and from time to time to send an email regarding a request for feedback. This is only to improve our service and not to sell additional products. Helpiammoving.com Ltd T/As Helpineedboxes.co.uk is registered and assured with SafeBuy. The SafeBuy Assurance Scheme for web-based retailers is operated by Software Research Ltd. It is endorsed by TrustUK, the industry self-regulatory body set up by Which? and the Alliance for Electronic Business, supported by the UK Government. The Scheme, amongst other things, requires web retailers to:
- Adherence to all relevant UK and EU laws with further benefits such as a 14 day 'cooling off' period(where possible)
- Total privacy of personal data and security of credit card handling
- Clear presentation of all costs including delivery charges and VAT
- Effective communication systems with name and address and contact phone number
- Mediation services for consumer complaints provided by SafeBuy and the Chartered Institute of Arbitrators
Q: What happens after I have placed an order?
A: Once you have placed an order and payment has been authorised you will automatically receive an email confirming your details. Once you order has left our warehouse you will receive another email clarifying your order details and giving you your unique tracking order. Your paid invoice will also be included in the email. Please contact us immediately if any of the details is incorrect.
Q: How do the moving boxes arrive?
A: Flat and bundled together. The maximum weight of one pack is approx 20Kg so therefore some orders will arrive in several packs. The boxes are strapped together and either shrink wrapped or placed in a heavy duty shower proof bag.
Q: What happens if the products are damaged on arrival?
A: If goods are damaged and you notice while the courier is still at your address, please sign to say the items are damaged. Otherwise please contact us either on email or via phone and we will endeavour to sort out any problems as soon as possible.
Q: Do you offer a next working day service?
A: Yes if you place the order before 4.00pm then we can do a next working day delivery.
Q: Do you offer Saturday delivery?
A: Yes, we have a delivery upgrade service for Saturday delivery at an additional charge of £19.50. The Saturday delivery option is also an AM delivery only. Unfortunately Saturday deliveries are so high as most couriers operate a skeleton shift and need to offer staff over time for the period.
Q: Do you offer any other upgrade services?
A: Yes we can now offer before 12.00pm and a before 10.30am but there is an upgrade charge.
Q: Do your couriers require a signature?
A: No if you can not be in for a delivery then our couriers can leave the item safe for you i.e. with a neighbour, porch, doorstep around the back. Please include this in the special delivery field when ordering. However please note, if the item is left without a signature then it is the customers responsibly. Goods will also only be left at the drivers discretion and if feels ok to leave safe.
Q: Are there any hidden charges?
A: NO, we are very open. Vat is included on all prices and not added when you checkout. When you buy individual items you can calculate the cost of delivery automatically via the form and we do not charge a handling and packing fee.
Q: Is the delivery guaranteed?
A: Because we use a third party courier company we cannot guarantee delivery of your pack on the specified date. However we work very hard to ensure that most deliveries are on the requested day with over 99% success rate. But please do not order boxes to arrive just before you move as any problems that occur with delivery (mis-routing, breakdowns, incorrect address's etc) can take time to resolve. If however your item is mis-routed etc then we will automatically upgrade this item for the following day. Prices on our website are for delivery to the specified address, this can be next working day delivery, which does not cost any extra or on another chosen date if required.
Q: What happens if I cannot be at home all day?
A: When you fill out the online form you can put in special delivery instructions. You can arrange for a neighbour to sign for the delivery or arrange for the item to be left in a safe place like garage, down side of house, leave in shed, leave with reception. Please note however, if items are left without a signature then it is yours the customers responsibility and we cannot guarantee that the driver will call before delivery.
Q: What happens if I just pop out and miss the delivery?
A: If you do have to pop out, we all know that this is when the courier will try to deliver. The courier will leave a card so that you can arrange for a mutually convenient delivery time. Maybe place a note on your door saying that you have just popped out and to leave the delivery safe.
Q: Can I request AM delivery?
A: YES you can request an am delivery option, however this is charged as a upgraded service.
Q: Can I request a PM delivery?
A: No, unfortunately none of the courier firms we currently use offer this service.
Q: Are your moving and packing products environmentally friendly?
A: Our company has always taken environmental responsibility very seriously, planting trees to offset carbon emissions for over 3 years now and sourcing products as locally as possible. All our boxes are made from recycled material, recyclable and contain non toxic inks and glues. Our plastics are made from 50% recycled material and are 100% recyclable and all our bubblewrap is now Bio Degradable including our tape in our Eco pack range.
Q. Can I reuse my removal products?
A. Yes please please please. As our products are very high quality most are designed to be used at least 4 or 5 times (depending on how heavy usage there are) Just take the tape off, flat pack and store. Ideally always write on the tape instead of the box so you have a clean box each time.
Q: Why don't you discount?
A: Simply we always give you our best prices. It is really misleading and frustrating when companies come up with slogans saying 'Special Offer', 'Better than half price', 'Sale now on' 'Last chance', '75% off'. Make sure you compare both prices and products as we are cheaper even with these claims. According to the Daily Mail, a survey found 83% of shoppers felt retailers were trying to mislead them with sales advertisements. Furniture retailers and estate agents were found to be the worst offenders with chemists the most trustworthy.