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.
F.A.Q YouStock
About YouStock
YouStock’s sole objective is to help you store and/or move your belongings with complete peace of mind.
To achieve this, we offer tailor-made storage and moving services that are fully adapted to your needs and budget.
Do not hesitate to estimate the price of your storage or move directly via our online tool .
Do you have a question or would you like to send us a message?
Do not hesitate to use our contact form . Our customer service is committed to responding to you within 48 hours maximum. Otherwise, contact us directly at 09 80 80 66 65, our advisors will answer you from Monday to Friday from 9:30 a.m. to 6:30 p.m.
Concerning our services (collections, deliveries, removals), we carry them out from Monday to Friday from 9 a.m. to 5 p.m., except for collections and removals which can also be carried out on weekends.
Storage by YouStock
Unlike a traditional storage box rental , we offer you the possibility of storing your belongings without having to move.
Indeed, YouStock offers to collect your belongings directly from your home. Dismantling of furniture, packaging, boxing, protection, transport… 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. You can finally store your belongings with peace of mind.
A process that works just as well for putting your stored goods in storage as for retrieving them! Because when they are collected, YouStock creates a photo inventory of your personal belongings that allows you to order partial or full delivery of your items. Again, you don’t need to travel!
Nothing could be simpler!
With YouStock, free up space at home in just 5 steps:
Simulate your storage rate on our online tool
One of our advisors will contact you to finalize your project
Validate and sign your quote directly by email
We will send you confirmation of the date of your service
Our professionals come to your home to collect your belongings
Do you want to recover some or all of your stored goods? It’s even simpler:
Log in to your personal space
From your photo inventory, select the assets to recover
Confirm the date you want to be delivered
We will send you confirmation of the date of your service
Our professionals come to your home to deliver your belongings
During collection, we list all the goods you entrust to us using our advanced tracking technology to create your photo inventory .
To do this, our teams photograph and associate a QR code with each box/crate/item in its entirety 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.
Essential details because the photo inventory allows you to order the delivery of your stored items. You simply need to select the boxes / crates / objects that you wish to find and our professionals will take care of delivering them to you.
When estimating your storage rate , you will notice 2 prices: the one corresponding to the collection of your belongings and the one representing your monthly payments.
The price of your collection is calculated according to several criteria:
the volume of business to be collected
the access level of your accommodation
the need for additional services (packing, 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 decreasing. Indeed, the more items you have to store, the more you will save!
Please note that our cancellation conditions vary depending on the date on which the request is made:
- If you cancel your service 15 days or more before the scheduled date, we will refund 100% of the amounts paid, except for the necessary but exceptional expenses that would have already been made (such as tailor made wooden crates, etc).
- For a cancellation made between 15 days (inclusive) and 3 working days (not included) before your service, 50% of the sums paid may be retained.
- If a cancellation is made 3 working days (inclusive) before or less, no refund will be made.
If you wish, YouStock offers cancellation insurance to guarantee you greater flexibility and peace of mind. Do not hesitate to discuss it with your advisor to find out the details.
It is entirely possible to postpone your storage service. The postponement conditions depend on the type of service but also on the date on which you make your request.
For paid collection and return services, you will need to make your postponement request 3 working days before the initially scheduled date. If you make your request 72 hours before or less, you will have to pay 50% of the costs.
For free returns, the 3-day deadline remains the same. However, if you make your request 72 hours before or less, you will lose your monthly free return advantage for the current month. You will then either have to wait until next month to have your stored items delivered, or book a paying return.
At YouStock, the termination of your storage contract is done automatically, as soon as you request the total delivery of your stored goods.
Prepare your storage
At YouStock, we know how difficult it can be to know the storage size that corresponds to your storage needs. That’s why we have developed a free surface area calculator , allowing you – as its name suggests – to calculate the storage surface area corresponding to your real needs.
You simply enter the list of all the goods you plan to store to obtain the corresponding storage area.
If in doubt, do not hesitate to ask our experts for advice. They will be able to help you determine the storage space you need directly over the phone.
Child’s play!
Simply use our online simulator or contact us directly at09 80 80 66 65to estimate the price of your project and obtain a detailed and precise price.
At YouStock, we know how stressful and time-consuming parking procedures can be. That’s why we assess each situation on a case-by-case basis to determine if a parking reservation is necessary. This can depend on several factors:
- your accommodation is located on a pedestrian street / one-way street
- your service requires the use of a furniture lift
- your service takes place over several days
But don’t worry, our teams will ask you all the necessary questions during your estimate to make sure if a reservation is essential. If it is, it will be managed efficiently by us, freeing you from any administrative worries!
After confirming your project with one of our advisors by phone, the latter will send you a quote by email. If it suits you and you wish to validate your order, you just have to accept the booking conditions and choose your payment method.
Once all these steps have been completed, a secure payment page will open and allow you to enter your payment information (Carte Bleue or SEPA direct debit).
Don’t panic! YouStock adapts to your needs, even at the last minute.
Do not hesitate to contact your advisor to indicate that you wish to remove and/or add goods to your initial quote.
If you prefer that some goods are not ultimately collected on the day, only the price of your storage rental will be adjusted to the actual volume collected during your service.
On the other hand, for any addition of goods during your collection, a price adjustment will be made based on the additional volume collected, in addition to an adjustment of the price of your monthly rental.
Packing
Absolutely!
We provide you with the packaging that our professionals usually work with, at competitive prices.
You will find all the necessary packaging to protect your goods before transporting and storing them:
cartons standards
cardboard books
dish boxes
wardrobe boxes
barrel glass boxes
barrel plates boxes
custom-made wooden box for paintings
bubble wrap
paper kraft
scotch…
Do not hesitate to order the equipment you will need directly during your estimate or during your call with your advisor.
Of course! We just ask that the boxes you choose are as strong as those we offer for safety and conservation reasons.
To do this, just make sure they have a double wall, that is, two layers of zigzags on the edge of the cardboard.
Don’t risk damaging your belongings by using just any old box or cardboard. Remember that these will hold your belongings for several weeks or even months!
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!
Do not hesitate to ask for this during your online price simulation or directly by telephone at 09 80 80 66 65.
In addition to our packaging services and always to help you store your belongings with complete peace of mind, YouStock also offers a furniture dismantling and reassembly service.
Please note that large furniture such as a dressing room, a storage bed or a corner sofa must be dismantled before being collected and stored.
So do not hesitate to request it directly when you get your price estimate online or by telephone at09 80 80 66 65.
Very good question !
So that you can identify them more easily once they are included in your photo inventory, we ask you to kindly leave your boxes (storage crates) open. In this way, our teams will be able to photograph them from above before closing them, collecting them and putting them in storage.
If you do not want the inside of your box to be photographed, please close it and mark it as “private”. It will be collected at the same time as the others and you will be able to find it as is in your inventory.
Here are some tips to help you prepare your belongings so that they can be collected and stored in the best conditions:
Avoid overloading your boxes. An overloaded box is a weakened box! For a standard box for example, do not exceed 20kg / box.
Fill all empty spaces in your boxes. If your items are not properly wedged, they may be damaged during transport.
Make sure to close your boxes properly by taping them along their entire length, then reinforcing them using two additional strips across their width.
Use small boxes for all heavy items.
Wrap each of your objects and furniture in bubble wrap.
Use good quality materials that are suitable for your needs. For example, there are several types of boxes: books, wardrobe, dishes, etc. Do not hesitate to get some to ensure the safety of your belongings.
Collection
We do offer collections on Saturday but not on Sunday. Please know that we will do everything possible to find a slot that suits you and come and collect your belongings according to your availability.
Do not hesitate to discuss it with one of our advisors. They are at your disposal to find the solution that best suits your needs.
Whatever choice you make when ordering (flexible time slot or 3-hour time slot), you will receive an SMS 24 hours before your service to inform you of the start time slot of your service (3-hour time slot: 8 a.m./11 a.m., 11 a.m./2 p.m. or 2 p.m./5 p.m.).
Of course! The mover in charge of your service will call you to confirm their arrival time and will also notify you once they arrive at your home. Usually 30 min prior to their arrival.
At YouStock, we make it a point of honor to respect the privacy of our customers.
This is why, if you have preferred to close your boxes before the arrival of our teams and you have indicated the word “private” on them, we will collect them without opening them.
However, be careful to note what your closed boxes contain because our teams will not be able to take a photo of their contents. Your photo inventory will therefore not be able to help you if you forget what they contain.
You will be able to find all your stored items as soon as your service is over in your online photo inventory, that is to say after they have been stored in our warehouses.
Returns
A return corresponds to the delivery of your goods stored in our warehouses directly to the address of your choice.
Our teams deliver to you within your region, whether you are in Ile-de-France , Bordeaux , Lyon , Alpes-Maritimes or Monaco .
It is very simple !
Log in to your personal space
Click on “Inventory”, then on “Recover”
Select all the items you want to have redelivered to you
Click on the truck at the top right of your screen
Then, click on “Confirm selection” to obtain your delivery rate
Our customer service will contact you as soon as possible to set a delivery date.
Allow an average of 48 hours for your goods to be redelivered to you.
We can deliver to you from Monday to Friday, from 9 a.m. to 5 p.m. In fact, as our warehouses are closed during the weekends, we cannot offer returns on Saturdays and Sundays.
Just like for the collection of your belongings, you have to choose between a fixed or flexible time slot for their delivery. Here too, whatever your choice, know that you will receive an SMS 24 hours before your service to inform you of the time slot that our team will pass by.
Individuals (not applicable to our Business and Students offers), benefit from 4 returns free of charge per month with the following conditions: up to 20 boxes/suitcases/bags per month, no furniture and delivered to the ground floor. Deliverying upstairs is possible and subject to an additional fee. If you wish to get more items returns, like furniture and/or boxes, or to get additional returns, it will be billed to you depending on the location, the size of your unit and the time needed to unload your items.
Partial returns are also billed depending on the same criteria as above
Final returns, when you exit the storage unit, are also billed.
Just like our collection rates, our return cost is calculated based on the volume of goods to be redelivered, the level of access to the delivery address and the options you have chosen (reassembly of furniture, unpacking of boxes, insurance, etc.).
It is entirely possible to request a return of all of your stored items before the end of your commitment plan. If you decide to end your commitment early, please note that you will be charged for all the discounts you got thanks to your commitment during your initial collection quote. In the end, it will be just like you would have booked a flexible monthly plan.
For example, if you have benefited from a £80 discount on transport by committing to a 3 month plan and you decide to end your storage after 2 months, the £80 will be charged to you. This approach aims to make our conditions as flexible as possible for all our beloved customers, as we do understand that life is not always predictable and can lead you to break your initial commitment.
Billing and payment
All your invoices can be found in your personal online space.
Log in to your personal space
Click on the avatar at the top right of your screen
Select “Billing”
Do you have a question about your billing? Do not hesitate to contact our customer service via our contact form .
Upon validation of your order, a deposit of 50% of the total amount will be debited from you via the payment method you provided to us when placing the order.
As for the collection of the remaining amounts due, it will be automatically carried out 72 hours (working days) before your service.
If your order is validated less than 72 hours (working days) before your service, 100% of the amounts due will be deducted from you upon validation.
To change your payment method, nothing could be simpler:
Log in to your customer account
Go to the avatar at the top right of your screen
Select the “Contracts” tab
Click on the small pencil to enter your payment details.
You will have the option to add a RIB or a bank card according to your preference.
Attention! In the event that you modify your payment following a refused payment, we invite you to pay your invoice online by clicking directly on the “Billing” tab.
You provided us with a payment method when validating your order. Your storage rents will be automatically debited from this method.
At YouStock, we charge your first month of storage rent pro rata the day after your collection. Direct debits will then be made every 3rd of the month.
It is possible that your payment has been declined. If so, 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, do not hesitate to enter the information of your new card after receiving it.
Don’t forget to restart your payment once the new card is entered in your customer area.
If your payment was not declined for these reasons, please do not hesitate to contact us at [email protected] .
Following a collection or removal service, your billing may be adjusted if the volume to be transported was greater than that invoiced.
This regularization can also take place in the event that the planned accesses and/or conditions have been modified on the day. For example, the elevator in your building was broken on the day of the service and our movers had to go back and forth using the stairs.
If your service requires a price regularization, our teams will inform you during your service to avoid any surprises. The charge will only be made after obtaining your agreement.
Your storage monthly fee will be automatically updated if:
you have chosen a monthly flexible plan
your commitment is over
your storage plan needed to store your items changes
We will update your storage rent the month following your return.
Have you found a more advantageous storage rate with one of our competitors (Shurgard, Homebox, Annexx, Une Pièce en Plus, etc.)? YouStock then undertakes to align itself with the cheapest storage price you have found if and only if:
- you are not yet a customer of ours
- your address is within a 10km zone
- the storage conditions and surface area are identical
- the prize obtained is not part of a competing one-off promotion
Do not hesitate to contact one of our advisors at 09 80 80 66 65 to find out if your rate can be adjusted!
Customer Account
To connect to your personal space , simply use your identifier sent by email when you validated your order.
Can’t find it? If it’s not hidden in your spam, don’t hesitate to contact our customer service via our form to get new identifiers.
I lost my password. How do I log in?
Don’t worry. Just go to the page: https://app.youstock.fr/login and click on “Forgotten password”.
After entering your email address, you will receive an email with your new password.
Warning! This password is generated automatically and randomly. For greater security, we recommend that you change it as soon as you log in.
Don’t worry. Just go to the page: https://app.youstock.fr/login and click on “Forgotten password”.
After entering your email address, you will receive an email with your new password.
Warning! This password is generated automatically and randomly. For greater security, we recommend that you change it as soon as you log in.
Log in to your customer account
Click on the avatar at the top right of your screen
Select “Profile” to edit your personal information
Please note, if you wish to change your billing address, you will need to go to the “Billing” tab.
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 property in question, rename it, give it a description and order its redelivery.
Warehouses
At YouStock, we make the security of your business our priority!
All our storage units are under 24/7 video surveillance and have internal and external intrusion alarms. A state-of-the-art security system to avoid any risk and allow you to sleep soundly.
Our warehouses are also not opened to the public and only professionals can access them.
To prevent the risk of fire, we have equipped our warehouses with fire-fighting devices and carry out regular checks to verify that they meet safety standards.
At YouStock, hygiene and safety are our priority.
To ensure that our storage facilities are bedbug-free, we have strict cleaning and regular inspection procedures in place. Before accepting a new item into storage, our experts perform checks to detect the possible presence of bedbugs or other pests. In addition, our warehouses are regularly disinfected by professionals to minimize risks and maintain a clean and healthy environment.
Please note that YouStock has the right to refuse to collect and store items that have a risk of containing bed bugs, any pests, mould or anything that could deteriorate the good conditions of other stored items and/or our warehouses.
Your belongings are stored in wooden crates or pallets, 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 variations.
For security reasons, only our employees have access to our storage warehouses .
Since our storage professionals are the only ones with access to our warehouses, YouStock has designed its storage services to allow you to store your belongings without having to travel!
Unlike a traditional storage box, our teams take care of everything! Home collection, transport of goods, storage… So many trips and constraints that you can now forget about.
Just like with the deposit, it is not possible to come to the warehouse to collect your stored goods.
To collect them, simply log in to your personal space and order their delivery. You don’t even need to travel, our movers will take care of dropping them off directly at the address of your choice! Convenient, right?
Moving with YouStock
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 of your belongings.
Our tool assigns a volume based on each item indicated, calculates and gives you the total volume corresponding to your move.
An essential figure whether you want to move alone or accompanied by our professionals.
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 experience this change with complete peace of mind!
At YouStock, we handle parking permit requests whenever necessary. Our team of experts will assess the specific needs of your situation and take care of all the necessary steps. We are committed to facilitating your experience by managing these logistical details, allowing you to focus on other aspects of your service.
Whether you need specific boxes (glasses, dishes, books, wardrobes, etc.) or standard boxes, don’t hesitate to specify this during your online price simulation or to ask for it directly when confirming your project with one of our advisors.
Our professional movers can take care of packing and boxing your belongings, as well as dismantling and reassembling your furniture!
For a stress-free move, don’t hesitate to select these services when making your online estimate or by phone at 09 80 80 66 65.
Please note that our cancellation conditions vary depending on the date on which the request is made:
- If you cancel your service 15 days or more before the scheduled date, we will refund 100% of the amounts paid, except for the necessary but exceptional expenses that would have already been made (such as tailor made wooden crates, etc).
- For a cancellation made between 15 days (inclusive) and 3 working days (not included) before your service, 50% of the sums paid may be retained.
- If a cancellation is made 3 working days (inclusive) before or less, no refund will be made.
If you wish, YouStock offers cancellation insurance to guarantee you greater flexibility and peace of mind. Do not hesitate to discuss it with your advisor to find out the details.
In the event that you need to remove/add items from your initial quote before your service, do not hesitate to contact your advisor to make the necessary changes. Fees may then be reviewed depending on the date of your move.
If wish to remove items 72 hours (working days) before your move, we may not be able to apply any price adjustment.
On the day of your move, if you do not want certain items to be moved, no rate adjustment will be made. However, for any addition of items or service during your move, a rate adjustment will be made based on the additional items or service requested.
Insurance and Liability
Contractual liability insurance covers damage 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 the event of damage or loss up to €100 per cubic meter, with a maximum of €100 per object.
In addition to contractual liability insurance, YouStock offers you ad valorem insurance allowing you to cover your goods with a value greater than €100.
This is comprehensive insurance that guarantees your personal effects at their purchase or repair value in the event of loss or damage due to the service provided by our professionals.
You can request it as soon as you get your online estimate or by telephone when confirming your quote.
The declaration of value is a mandatory document which determines the overall value of your transported and/or stored objects and sets the terms of compensation as well as their ceiling.
You will need to complete it by specifying the total amount of goods handled but also the unit value of the goods exceeding the limit of €100 determined by the contractual liability insurance.
Essential information to guarantee your compensation in the event of damage during the service.
The consignment letter is a document presented to you by our team leader at the end of your service.
It is an official document that ensures the service has been done or not. It is also this document that allows you to note your reservetions in the event of damage or loss of your items.
Before signing it, if you have any reservations or observations, you will then need to write them out precisely and completely.
Important to note: damages that are not mentioned in the consignment letter cannot be held responsible for us. So please make sure you fill in the necessary information before signing it!
Some insurance companies offer this.
Don’t hesitate to check with your insurance company if it offers this type of service. If it does and you want to go through it, just let us know when you sign your quote and send us a certificate of non-recourse before your service.
Certain items such as plants, perishable products or monetary goods are not covered by our insurance.
The insurance takes effect as soon as your belongings cross your doorstep.
Firstly, we invite you to contact our customer service directly via our contact form.
It is also essential to send us a registered letter with acknowledgment of receipt within 10 days of the service to the following address:
YouStock, 37 avenue Marechal Foch – Pearl Nice Etoile, 06000 Nice
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 the damaged goods (or proof of their value)
- repair quotes if they are repairable
- photos of the damage caused
Once all the documents have been received, the processing time for 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. The insurer may then take a few days to act.
The processing time for a claim can therefore take several weeks depending on the case.
Claim
Firstly, we invite you to contact our customer service directly via our contact form .
It is also essential to send us a registered letter with acknowledgment of receipt within 10 days of the service to the following address:
YouStock, 37 avenue Marechal Foch – Pearl Nice Etoile, 06000 Nice
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 the damaged goods (or proof of their value)
repair quotes if they are repairable
photos of the damage caused
Once all the documents have been received, the processing time for 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. The insurer may then take a few days to act.
The processing time for a claim can therefore take several weeks depending on the case.
Referral
In addition to allowing you to earn €50 on your next storage bill for each person who uses your referral code, you can allow your loved ones to save €50 on storing their belongings!
- Log in to your personal space
- Click on the “Referral” tab
- Share your code with the people you want to sponsor via email, text message or even social media
This referral code will allow your loved ones to save on their next storage with YouStock.
There is no limit! YouStock allows you to sponsor as many people as you want.
Once the code has been used, your referral’s contract has been signed and their service has been done, you will receive a confirmation email to tell you that a max of €50 will be deducted from your next storage bill.
You should therefore see the fruits of your labor the month following the signing of your referral’s contract!
Your referral code has no expiration date, so your referrals can use it whenever they want, when they need it most.
As long as your friend is located in one of the cities served by YouStock, you can refer him without any problem!
Business and Entreprises
Forget the days when you had to deal with multiple service providers to store and manage your pallet and box flows. At YouStock, we take care of everything!
Our professionals come directly to your buildings 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 stocks. New collection, reception or delivery, you just have to choose the place and date for our experts to carry out their work. And all this, from a single interface!
YouStock also provides you with an account manager who is an expert in logistics advice and is available to assist you with inventory management.
We offer you an all-in-one solution (moving and storage) to save time and money. Dismantling, protection, scanning, collection, transport and storage, our experts take care of everything!
Once your equipment and furniture are digitized, you can request their delivery and installation in your new premises directly from your online space. All you have to do is tell us the address and date that suits you best and our professionals will take care of the rest!
When they are collected, your items are scanned to allow you to easily find them in your online customer account. It is from there that you can request their delivery to the address and date of your choice.
Once the date has been confirmed with our operational teams, our movers will deliver them according to your choices.
CSR at YouStock
At YouStock, we believe in the importance of our role in protecting the environment and contributing to a sustainable future. CSR (Corporate Social Responsibility) at YouStock therefore encompasses all our efforts to reduce our environmental impact without compromising the quality of our storage and moving services. This includes green initiatives, sustainable business practices, and a commitment to the community.
Transports: At YouStock, we share journeys for the storage of several customers in order to reduce our carbon footprint as much as possible. For example, a single journey can meet the needs of 10 customers, unlike a traditional self-storage where each customer is equivalent to one journey.
Materials :
- Boxes: We are proud to use 100% recyclable cartons, made from 100% recycled papers, without bleaching treatment, and printed with solvent-free water-based ink.
- Bubble wrap: YouStock is gradually replacing kraft bubble wrap with bubble wrap containing 50% recycled materials. To date, 70% of our supplies are recycled or recyclable and we intend to reach 100%.
Suppliers:
- YouStock has chosen to source from local distributor Bulteau Développement . With over 90% of its manufacturing carried out in France, we are delighted to be able to collaborate with this company committed to sustainable development.
- We also work with Monaco Green Box which offers a zero waste logistics solution and an alternative to single-use cardboard boxes.
Although we have already taken significant steps, we are aware that there are still some improvements to be made to make YouStock an environmentally friendly company.
This is why we wish for the months and years to come:
- Reduce the use of kraft bubble wrap.
- Invest in eco-responsible kraft tape.
- Find an alternative to polyethylene bags.
- Switch our entire fleet to electric trucks.
- Work with 100% recycled or recyclable supplies.