Welcome to our help center.

Do you have a question? Find all our answers to the most frequently asked questions or contact us directly by filling out our form.

FAQ - Frequently Asked Questions

What are the services offered by YouStock?

YouStock's sole objective is to help you store and/or move your belongings with peace of mind.

To do so, we offer customized storage and moving services, which are fully adapted to your needs and budget.

Do not hesitate to estimate the price of your storage or removal directly via our online tool.

Where is YouStock located?

You can find our storage and moving services:

What are your opening days and hours?

You have a question or want to send us a message?

Do not hesitate to use our contact form below. Our customer service is committed to answering you within 48 hours maximum. Otherwise, contact us directly at 09 80 80 66 65, our advisors will answer you from Monday to Saturday from 09:30 to 18:30.

Concerning our services (collections, deliveries, removals), we carry them out from Monday to Friday from 09:00 am to 05:00 pm, except for removals which can also be carried out on weekends.

How is your storage service different from others?

Unlike a traditional storage unit rental, we offer you the possibility to store your belongings without moving.

Indeed, YouStock offers to collect your belongings directly at your home. Dismantling of the furniture, packing, boxing, protection, transportation... our professionals take care of everything!

Gone are the days when you had to rent a vehicle to transport your belongings to your storage center or find a way to move your furniture without risking injury. Now you can finally store your stuff with peace of mind.

A process that works for both the storage and the retrieval of your stored goods! Because when you collect them, YouStock creates a photo inventory of your belongings that allows you to order partial or full delivery of your items. Again, you don't have to go anywhere!

How does the YouStock storage service work?

Nothing could be easier!

With YouStock, free up space in your home in just 5 steps:

  1. Simulate your storage price on our online tool

  2. One of our consultants will contact you to finalize your project

  3. Validate and sign your quote directly by e-mail

  4. We send you a confirmation of the date of your service

  5. Our professionals come to your home to collect your belongings


You wish to recover part or all of your belongings in storage? It's even simpler:

  1. Log in to your personal space

  2. From your photo inventory, select the goods to be picked up

  3. Confirm the date you want to be delivered

  4. We will send you a confirmation of your delivery date

  5. Our professionals come to your home to deliver your belongings

What is the photo inventory and how does it work?

During the collection process, we list all the goods you entrust to us thanks to our advanced tracking technology to constitute your photo inventory.

To do this, our teams photograph and associate a QR code to each box / crate / item as a whole and not what it contains. It will never be opened without your agreement.

In order not to forget what you have put in storage, we advise you to mention what you have inserted in each box (or storage crate) directly on your online photo inventory.

These details are essential because the photo inventory allows you to order the delivery of your stored items. All you have to do is select the boxes / crates / objects you want to find and our professionals will deliver them to you.

How does YouStock calculate the price of my storage?

When estimating your storage rate, you will notice 2 prices: the one for collecting your stuff and the one representing your monthly payments.

The price of your pickup is calculated according to several criteria:

  • the volume of stuff to be picked up

  • the level of access to your home

  • the need for additional services (boxing, dismantling, etc.)

  • the chosen insurance


The storage rate is only calculated according to your storage area and the cost of additional insurance, if requested.

Also note that all our storage rates are degressive. Indeed, the more items you have to store, the more you will save!

Do you offer different terms of commitment?

Of course you can! At YouStock, you can either choose not to commit or commit to a 3-month term to store your stuff.

You will obviously pay less if you decide to commit. If in doubt, don't hesitate to ask our experts for advice when simulating your rate.

I want to cancel my service. What are the conditions applied by YouStock?

Our cancellation policy varies depending on the date of the request.

If you cancel 15 days before your event, YouStock will refund 100% of the amount paid.

If you cancel between 15 days (included) and 3 days (not included) before your event, only 50% of the amount paid will be refunded.

And if this cancellation is made 3 days (included) before or less, no refund will be made.

Can I reschedule my service to another day?

It is totally possible to postpone your storage service. The conditions of postponement depend on the type of service and the date on which you make your request.

For paid collection and redelivery services, you will have to make your request for postponement 3 days before the date initially planned. In case you make your request 72 hours before or less, you will have to pay 50% of the fees.

For free deliveries, the 3-day deadline remains the same. But in case you make your request 72 hours before or less, you will lose your monthly free delivery advantage for the current month. You will have to wait for the next month to have your stored items delivered, or go through a paid redelivery.

How do I cancel my storage rental agreement?

At YouStock, the termination of your storage contract is done automatically, as soon as you request the full redelivery of your stored goods.

How do I know which storage area best suits my needs?

At YouStock, we know how difficult it can be to know the surface area that corresponds to your storage needs. That's why we've developed a free space calculator, which allows you - as the name suggests - to calculate the amount of space you really need.

Simply enter the list of all the belongings you plan to store to obtain the corresponding storage space.

If in doubt, don't hesitate to ask our experts for advice. They will be able to help you determine the storage space you need directly by phone.

How do I estimate my storage fee?

It's easy!
Just use our online simulator or contact us directly at 09 80 80 66 65 to estimate the price of your project and get a detailed and accurate price.

What items cannot be stored?

For obvious safety and conservation reasons, we prohibit:

  • food, liquids or other perishable goods;

  • weapons of any kind, explosives and ammunition;

  • fuels and flammable materials (gasoline, oil, gas, paint);

  • illegal substances and objects of any kind, including drugs, stolen goods, poached objects, etc;

  • odorous substances;

  • toxic products;

  • animals and plants.

In a general way, all products likely to deteriorate the storage box or the warehouse in which we store your things.

Do I need to apply for a parking permit?

Beyond the stress that this can cause, managing this type of request yourself can quickly become time consuming. Indeed, the city halls are generally not very reactive and even once this obligatory request for authorization is made, you have no guarantee to have a parking space in front of your house the day of your event.

That's why YouStock takes care of the parking permit requests for you! You don't need to worry about the administrative steps, our teams take care of everything.

How do I validate my storage service?

After confirming your project with one of our advisors by phone, he or she will send you a quote by e-mail. If you are satisfied with the quote and wish to validate your order, simply accept the booking conditions and choose your payment method.

Once all these steps are completed, a secure payment page will open and allow you to enter your payment information (credit card or SEPA direct debit).

What if I find that I have more (or less) goods to store?

No need to panic! YouStock adapts to your needs, even at the last minute.

Do not hesitate to contact your consultant to let him/her know that you wish to remove and/or add goods to your initial quote.

If you prefer not to collect certain goods on the day, the price of your storage rent will be adapted to the actual volume collected during your service.

On the other hand, for any addition of goods at the time of your collection, a tariff adjustment will be carried out according to the additional volume collected, in addition to an adaptation of the price of your monthly rent.

Do you offer packing materials (cardboard, bubble wrap, etc.)?

Absolutely!

We provide you with the packaging that our professionals usually work with, at very competitive prices.

You will find all the necessary packaging to protect your goods before transporting and storing them:

  • standard boxes

  • boxes books

  • cardboard boxes

  • closet boxes

  • cartons glass barrels

  • cardboard plate barrels

  • custom-made wooden crate for artwork

  • bubble wrap

  • kraft paper

  • scotch…


Do not hesitate to order the material you will need directly during your estimate on our online tool or during your call with your consultant.

When will the boxes I ordered when validating my quote be delivered to me?

If you have requested packing material when ordering, you will have to choose the delivery date with the consultant in charge of accompanying you in your storage project. Once the date has been confirmed, you will receive an SMS the day before to inform you of the time slot at which we will come to your home to deliver.

Please note that unlike the rest of our services, our equipment deliveries are made only once a week.

Can I use my own boxes to store my belongings?

Of course! All we ask is that the boxes you choose be as strong as the ones we offer for safety and storage reasons.

To do this, simply make sure they are double-walled, meaning two layers of zigzags around the edge of the box.

Don't risk damaging your belongings by using just any old box or carton. Remember that these will hold your stuff for weeks or months!

Can your teams take care of packing my goods?

At YouStock, we can pack your belongings, put them in boxes and dismantle your furniture before collecting them. This will allow you to store your belongings with complete peace of mind!

Don't hesitate to ask for a quote online or directly by phone at 09 80 80 66 65.

Can you disassemble my furniture before putting it in storage?

In addition to our packing services, YouStock also offers a furniture disassembly and reassembly service to help you store your belongings in complete peace of mind.

Please note that large furniture such as a dressing room, a bed box or a corner sofa must be dismantled before being collected and put into storage.

Do not hesitate to ask for it directly during your online price estimation or by phone at 09 80 80 66 65.

Do I have to close my boxes before your teams collect them?

Very good question!

In order for you to identify them more easily once they are integrated into your photo inventory, we ask you to leave your boxes (storage crates) open. This way, our teams will be able to photograph them from above before closing them, collecting them and putting them into storage.

If you do not want us to photograph the inside of your box, close it and mark it "private". It will be collected along with the others and you will be able to find it as is on your inventory.

What are your recommendations on how best to pack my belongings before collection?

Here are some tips to help you prepare your belongings so that they can be collected and stored in the best possible conditions:

  • Avoid overloading your boxes. An overloaded box is a weakened box! For a standard box, for example, do not exceed 20kg / box.

  • Fill in all the empty spaces in your boxes. If your items are not well packed, they may be damaged during transport.

  • Make sure your boxes are well sealed by taping them along their entire length, then reinforcing them with two extra strips along their width.

  • Use small boxes for all heavy items.

  • Wrap each item of furniture in bubble wrap.

  • Use good quality materials that are suitable for your needs. For example, there are several types of cardboard boxes: books, wardrobe, crockery, etc. Don't hesitate to buy them to ensure the safety of your belongings.

YouStock can provide you with the material you need before your move. Don't hesitate to ask your consultant on the day you confirm your quote.

I am not available during the week. Do you offer weekend home pickup?

Unfortunately not at this time. However, we will do our best to find a convenient time for you to collect your belongings according to your availability.

Do not hesitate to discuss this with one of our consultants. They are at your disposal to find the solution that best suits your needs.

Can I know the arrival time of your teams in advance?

Whatever the choice you will have made at the time of your order (flexible time slot or fixed time slot), you will receive an SMS 24 hours before your service to inform you of the time slot corresponding to the passage of our teams.

If you have chosen a flexible time slot, this SMS will inform you of the time slot for the beginning of the service. And if you have chosen a fixed time slot, our movers will arrive at your home at the agreed time.

Will your team call me before they get to my house?

Of course! The mover in charge of your service will call you to confirm his schedule and will also notify you once he arrives at your home.

Will you open my closed boxes during collection?

At YouStock, we make it a point of honor to respect the privacy of our customers.

This is why, if you have chosen to close your boxes before the arrival of our teams and that you have indicated the mention "private" on them, we will collect them without opening them.

Be careful to note what is inside your closed boxes because our teams will not be able to take pictures of their contents. Your photo inventory will not help you if you forget what is inside.

When can I access my photo inventory?

You will be able to find all your stored belongings as soon as your service is over on your online photo inventory, i.e. after they have been put into storage in our warehouses.

What is a delivery?

The redelivery corresponds to the delivery of your goods stored in our warehouses directly to the address of your choice.

Our teams will deliver your goods within your region, whether you are in Ile-de-France, Bordeaux, Lyon, Alpes-Maritimes or Monaco.

I'd like to get some of my stuff back from storage. How do I request a redelivery?

It is very simple!

  1. Log in to your personal space

  2. Click on "Inventory", then on "Recover".

  3. Select all the items you want to be redelivered

  4. Click on the truck at the top right of your screen

  5. Then, click on "Confirm selection" to obtain your delivery rate

Our customer service will contact you as soon as possible to define a delivery date.

What are the delivery times?

Count on average 48 hours to have your goods delivered.

We can deliver from Monday to Friday, from 9am to 5pm. Indeed, our warehouses being closed during the weekends, we cannot ensure relivraison Saturdays and Sundays.

As for the collection of your belongings, you had to choose between a fixed or flexible schedule for their relivraison. Again, whatever your choice, you will receive a text message 24 hours before your pickup to inform you of the time slot our team will pass by.

Is the delivery free?

By choosing our storage offers, you can get free delivery up to 5 times a month:

  • 1 time per month : 0,5m2 (or 1m3) for your furniture

  • 4 times a month: for your boxes, suitcases, bags (up to 20 items per month).

After these 5 deliveries, if you wish to have furniture and/or boxes delivered before the 30th of the month, the services we provide will be invoiced to you.

How are my delivery costs calculated?

Like our collection rates, our redelivery fees are calculated according to the volume of goods to be redelivered, the level of access to the redelivery address and the options you have chosen (reassembling furniture, unpacking boxes, insurance, etc).

Can I have all of my stored stuff redelivered before the end of my commitment period?

This is possible.

However, if you wish to have your entire storage re-delivered before the end of your commitment period, we will debit 50% of the amount due.

Where can I find my invoice?

All your invoices can be found on your personal online space.

  1. Log in to your personal space

  2. Click on the avatar at the top right of your screen

  3. Select "Billing".

Do you have a question about your billing? Do not hesitate to contact our customer service via the contact form below.

How do I pay my bill?

As soon as your order is validated, a deposit of 50% of the total amount will be debited to you via the payment method you provided at the time of your order.

The remaining amount will be automatically debited 72 hours before your event.

If your order is validated less than 72 hours before your service, 100% of the amount due will be debited from you as soon as it is validated.

How do I change my payment method?

To change your payment method, nothing could be easier:

  1. Log in to your personal space

  2. Click on the avatar at the top right of your screen

  3. Select the "Billing" tab

You will have the possibility to add a RIB or a credit card according to your preference.


Attention! In case you modify your payment following a refused payment, we invite you to send us an e-mail to the following address: [email protected].

When do I have to pay my storage rents?

You have provided us with a means of payment during the validation of your order. Your storage fees will be automatically deducted from this payment method.

At YouStock, we charge your first month's storage rent on a pro rata basis the day after you collect your goods. We will then charge you monthly, between the 3rd and the 5th.

Why was my payment rejected?

It is possible that your payment has been declined. If this is the case, don't worry!

Start by checking if your bank limit has not been exceeded or if your bank card has not expired.

In the first case, you can increase your limit directly from your banking application. And in the second case, don't hesitate to enter your new card's information after receiving it.

If your payment has not been refused for these reasons, please contact us at the following address: [email protected].

My payment was refused. What should I do?

In case you have an outstanding invoice and its payment has been refused, please contact us at the following address: [email protected].

Why has my bill changed as a result of my service?

Following a collection or removal service, your invoice may be adjusted if the volume to be transported was greater than that invoiced.

This adjustment may also take place if the access and/or conditions provided for were modified on the day. For example, the elevator in your building was out of order on the day of the service and our movers had to go back and forth using the stairs.

If your service requires a rate adjustment, our teams will inform you during your service to avoid any surprises. The deduction will be made only after having obtained your agreement.

Will my storage rent amount be updated after my delivery?

Your monthly storage payments will be automatically updated if:

  • you have chosen a formula without commitment

  • your delivery is greater than (or equal to) 0.5m2

We update your storage rent the month after your delivery.

How do I connect to my customer account?

To connect to your personal space, you just need your login sent by e-mail when validating your order.

You can't find it? If it is not hidden in your spam, do not hesitate to contact our customer service via the form below to obtain new identifiers.

I lost my password. How do I log in?

Don't worry about it. Just go to the page: https://app.youstock.fr/login and click on "Forgot your password".

After entering your email address, you will receive an email with your new password.

Please note! This password is generated automatically and randomly. For more security, we advise you to change it as soon as you connect.

How do I change my personal information?

  1. Log in to your customer account

  2. Click on the avatar at the top right of your screen

  3. Select "Profile" to modify your personal information

Attention, if you want to change your billing address, you will have to go to the "Billing" tab.

How do I access my photo inventory?

To access your inventory, go to your personal space. Your inventory is located in the tab of the same name. This is where you will have access to all the photos of your stored goods.

By clicking on one of them, you can view all the photos of the item in question, rename it, give it a description and order its re-delivery.

Are your storage facilities secure?

At YouStock, we make the security of your belongings our priority!

All of our storage facilities are under video surveillance 24 hours a day, 7 days a week and have internal and external intrusion alarms. A security system at the cutting edge of technology to avoid any risk and allow you to sleep on your two ears.

To prevent the risk of fire, we have equipped our warehouses with anti-fire devices and carry out regular checks to ensure that they comply with safety standards.

Where are my belongings stored?

Your belongings are stored in wooden boxes, designed to ensure the safety of your belongings no matter how long they are stored.

Much better insulated than metal boxes, our containers are fireproof and treated to keep your belongings safe from dust, pests and temperature/humidity fluctuations.

Do I have access to the warehouse where my belongings are stored?

For security reasons, only our employees have access to our storage facilities.

Can I put my belongings in storage myself?

Since our storage professionals are the only ones who have access to our warehouses, YouStock has designed its storage services to allow you to store your belongings without having to go anywhere!

Unlike a traditional storage unit, our teams take care of everything! Collection at home, transportation of goods, storage... so many trips and constraints that you can now forget.

Can I go to the warehouse to pick up my items directly?

As with the deposit, it is not possible to come to the warehouse to retrieve your stored goods.

To retrieve them, you just need to log in to your customer account and order their re-delivery. You don't even have to go anywhere, our movers will deliver them directly to the address of your choice! Convenient, isn't it?

How do I calculate my moving volume?

The volume of the goods to be moved will determine part of the price of your move. To help you estimate it, YouStock provides you with a volume calculator in which you can detail all your belongings.

Our tool assigns a volume to each item, calculates and gives you the total volume corresponding to your move.

An essential figure whether you wish to move alone or accompanied by our professionals.

Do you offer a checklist to help me prepare my move?

To help you move with peace of mind, YouStock has created a list of all the tasks to be carried out before, during and after your moving day. A complete moving checklist that will allow you to live this change in all serenity!

Do your teams handle parking permit requests?

At YouStock, we make the requests for parking permits on your behalf in order to be able to park our vehicle on the day of the service, both at the departure and arrival addresses.

The requests are made to your town hall and are charged 50€.

Do you offer moving boxes?

Of course!
Whether you need specific boxes (glasses, dishes, books, closets...) or standard boxes, don't hesitate to specify it during your online price simulation or to ask for it directly during the confirmation of your project with one of our consultants.

What additional services do you offer?

Our professional movers can take care of packing and boxing your belongings, as well as disassembling and reassembling your furniture!

For a stress-free move, don't hesitate to select these services during your online estimate or by phone at 09 80 80 66 65

What are the conditions to cancel my moving service?

Our cancellation conditions vary depending on the date of the request.

If you cancel 15 days before your event, YouStock will refund 100% of the amount paid.

If you cancel between 15 days (included) and 3 days (not included) before your event, only 50% of the amount paid will be refunded.

But if this cancellation is made 3 days (included) before or less, no refund will be made on your move.

Can I postpone my move?

Of course you can!

Again, the conditions for rescheduling depend on the date you make your request.
If you make your rescheduling request at least 3 days before the date originally scheduled, no fees will be retained. On the other hand, if your request is made 3 days or less before your performance, 100% of the fees will be retained.

What if I find that I have more (or less) items to move on the big day?

In the event that you need to remove/add items from your initial estimate prior to your service, please contact your consultant to make the necessary changes. A fee may be applied depending on the date of your move.

On the day of your move, if you do not wish to have certain goods moved, no adjustment will be made. On the other hand, for any additional goods during your move, a fee adjustment will be made according to the additional volume moved.

What is contractual liability insurance?

The contractual liability insurance covers the damages caused by our movers on the day of your service.

At YouStock, this insurance is free and automatically included in your quote. It covers you in case of damage or loss up to 100€ per cubic meter, with a maximum of 100€ per object.

What is ad valorem insurance?

In addition to the contractual liability insurance, YouStock offers you the ad valorem insurance allowing you to cover your goods worth more than 100€.

This is an all-risk insurance that guarantees your personal belongings at their purchase or repair value in case of loss or damage due to the service provided by our professionals.

You can apply for it when you make your estimate online or by phone when you confirm your estimate.

What is a value statement and how do I complete it?

The declaration of value is a mandatory document that determines the overall value of your transported and/or stored objects and sets the compensation terms and their ceiling.

You will have to complete it by specifying the total amount of the goods handled but also, the unit value of the goods exceeding the limit of 100€ determined by the contractual liability insurance.

This information is essential to guarantee your compensation in case of damage during the service.

What is a waybill and how to complete it?

The waybill is a document presented by our team leader at the time of your service.

It assures that this one was well carried out or not. If it is not the case, it is this document which allows you to make recourse in the event of deterioration or loss of your goods.

Before signing it, you will have to write your reservations in a precise and complete way.

Indeed, the damage not mentioned in the reserves of the consignment note will not be our responsibility. Please make sure to fill in the necessary information before signing the consignment note.

Can I use my home insurance to cover my stored goods?

Some insurance companies offer this service.

Don't hesitate to check with your insurance company to see if they offer this type of service. If it is the case and you wish to use it, you just have to inform us when you sign your quote and send us a certificate of non-use before your service.

What goods are not covered by insurance?

Some items such as plants, perishable goods or monetary goods are not covered by our insurance.

When does the insurance take effect?

The insurance takes effect as soon as your belongings walk through your door.

I noticed a damage after my service, what are the steps to follow?

First, we invite you to contact our customer service directly via the contact form below.

It is also essential to send us a registered letter with acknowledgment of receipt within 10 days after the service to the following address

YouMove,

60 rue François 1er

75008 Paris

This letter, in which you will have indicated the complications encountered on the day, will allow us to open your insurance file and begin the process.

Finally, do not hesitate to group together :

  • purchase invoices for damaged goods (or proof of their value)

  • repair estimates if they are repairable

  • photos of the damage caused

How long does it take to process a claim?

Once all the documents are received, the time it takes to process a file depends on the time it takes us to put together your insurance file. The sooner you send us the necessary documents, the sooner we can send your file to our insurer. It may take a few days for the insurer to act.

The processing time of a claim can therefore take a few weeks or several months depending on the case.

Why sponsor my relatives?

In addition to earning $30 on your next storage bill for each person who uses your referral code, you can save your friends and family $100 on storage for their stuff!

How can I sponsor a loved one?

  1. Log in to your customer account

  2. Click on the avatar at the top right of your screen

  3. Select "Refer a friend".

  4. Enter the e-mail addresses of the people you wish to sponsor in the "Invite your friends by e-mail" section

Your friends and family will then receive your referral code allowing them to save on their next storage with YouStock.

Is there a limit to the number of people I can sponsor?

There is no limit! YouStock allows you to sponsor as many people as you want.

Why choose YouStock to store our goods / inventory?

Forget about the time when you had to multiply your service providers to store and manage your pallets and boxes flows. At YouStock, we take care of everything!

Our professionals come directly to your building to collect your goods, scan them, transport them and store them in our secure warehouses.

We scan your goods when they are collected in order to create a photo inventory from which you can easily manage your inventory. New collection, reception or delivery, all you have to do is choose the place and the date and our experts will do it. And all this, from a single interface!

YouStock also provides you with a dedicated logistics consulting expert account manager to assist you in managing your inventory.

How do I retrieve my inventory or have it delivered?

Nothing could be simpler!

At the time of collection, your items are scanned so that you can easily find them in your online customer account. From there, you can request delivery to the address and date of your choice.

Once the date is validated with our operational teams, our movers will deliver them according to your choices.

We want to move our offices and store some of our furniture, is this possible?

Absolutely!

We offer you an all-in-one solution (moving and storage) to save time and money. Dismantling, protection, digitization, collection, transportation and storage, our experts take care of everything!

Once your equipment and furniture have been digitized, you can request their delivery and installation in your new premises directly from your online space. Just tell us the address and date that suits you best and our professionals will take care of the rest!