We are here to help you.

Where can I see my inventory?

  • Your inventory will be available to view on your Vault account. You can log into this via our website.

Can I visit the warehouse?

  • Our service does not include access to storage.

What can I store with Vault?

  • From couture dresses to your favourite pair of jeans, any piece of clothing or accessory (including fur) can be stored with Vault. We pride ourselves in providing a storage facility with a difference. Every single one of your items is stored in a temperature-controlled environment, in breathable bags and boxes to ensure that everything remains in pristine condition. What is more, we catalogue all your items so that you are able to see everything you own with one click, through our portal from anywhere you are in the world.

How are my clothes and other items stored?

  • We provide a pristine environment for your clothing and accessories. The air within our facilities is regularly filtered, removing dust, odour, allergens and mould.

Do you supply hangers and packing materials?

  • We provide packing materials as part of our service. We also provide boxes if you have ordered them as well as rails, different types of hangers, breathable suit bags and anything else you need to ensure you have the perfect storage facility. All our wardrobe accessories such as hangers and breathable garment bags can also be purchased.

How do I know that my items are safe?

  • Your Vault is always handled by a trustworthy team of individuals (think white lab coats and gloves), who work hard to ensure all of your items are preserved and maintained in the best of conditions. We promise you the highest quality of service at all times and would not dream of letting anything happen to your items. For peace of mind and confirmation, we produce a condition report which details exactly what is stored with us and in what condition as well as any suggested repairs.

Apart from storage, what other services can you offer?

  • We offer a complete one stop shop platform to all Vault clients. This covers everything from wardrobe organisation and insurance to dry cleaning and repairing of your clothing and accessories. We pride ourselves on also offering international delivery of your items anywhere in the world (including a luggage-less travel service) and an exclusive home moving service where we personally assist you to organise and pack everything for your move. Vault also offer a high-quality couture archiving and costume storage for commercial companies and businesses including TV and Film studios.

Does Vault provide cold storage for specialist items such as furs?

  • We have an in-house cold storage facility for your furs. We include free collection, delivery and breathable packing materials such as bags. With regards to fur, a temperature between 5 and 10 degrees Celsius is maintained in our specialist facility. Humidity is also maintained between 45% - 55% so that your items are completely protected against heat and insect damage. We also receive frequent requests to store sporting equipment and bridal couture. This is available on request.

Can you help me sell my items?

  • Yes, we can help you sell your items.
    Through your Virtual Vault you can add any of your items to the boutique section of our site where they are available to be sold

How do I pay for my storage?

  • When making your booking, we will take down the card details that you would like to have on file with us. We currently also accept payments by cheque, bank transfer, credit and debit card and PayPal.
  • After your collection has been completed and you have received your storage confirmation. You will then be charged on the same date as your collection each month that you store with us for.

Are there hidden costs?

  • No, the full price of your storage agreement will be quoted and confirmed to you by email prior to your collection taking place.

How much does it cost to have my items delivered to me?

  • We deliver your items to your door from £30 per delivery depending on the number of items you are may request.
  • There is 15 minutes free of charge unloading time included in every delivery.
  • If the free unloading time is exceeded, a charge of £30 per 30 mins per team of up to 2 professionals will be incurred.
  • If during your storage term you need only certain items delivered back to you, each extra delivery is charged £30 (depending on the notice provided and the flexibility on the timing of the delivery).

Can I take my items out of storage before the agreed length on storage?

  • Yes you can. However, if you have received a discounted storage rate dependant on your length of storage, we will recoup the discounted amount from your storage fees.

Do you offer any discounts?

  • Yes we do. If you’re planning on storing with us for more than 6 months or you store with us a large collection of items, we can substantially reduce your storage fees.
  • The discount is only ever applicable to your storage subscription. No discount will be applied to any other additional services.
  • If you are storing for less than the required storage length, you will be required to pay the amount that was discounted from your package.

How much does storage cost?

  • The cost of storage depends on two main factors:
    - How long are you storing with us for?
    - What unit size do you need?
    If you are unsure as to what unit size you need, you can always give us a call on +44 (0) 20 8993 5212. One of our storage consultants will be on hand to help you figure out the correct unit size for your storage needs and answer any further questions you may have.
    - All our prices are inclusive of VAT.

What happens if I have my delivery mid-way through the month? Do I still pay for the full month?

  • Yes, you will need to pay for the full month. We do not offer pro-rata rates.

What happens if I miss a payment?

  • Unfortunately, if for some reason we cannot charge you at the scheduled time, we’ll be forced to take out at an administrative fee to cover our costs of dealing with this.
  • If it’s a simple matter of a failed transaction, we’ll charge you an administration fee of £25.
  • If you do not make any payment due to us by the due date of the payment, we may charge interest to you on the overdue amount at the rate of 10% a year above the base lending rate of Barclays Bank plc. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with the overdue amount.
  • Without limiting any other remedies or rights that we may have, if you do not pay us on time, we reserve the right to cancel or suspend our performance of the services or additional services.
  • If any invoice remains unpaid for a period of more than one month from the due date for payment, we reserve the right to sell any Item belonging to you or under our control having given you at least 21 days’ written notice to your email address specified by you for your online account and to apply the proceeds of such sale against the balance of any amount that you owe us. You will indemnify us for and against any costs, claims or proceedings resulting from such sale. Any excess monies recovered shall be distributed to you.
  • We shall be entitled to charge you for any out of pocket expenses, costs and expenses that are reasonably required for the provision of the Services or Additional Services, which expenses include, without limitation, expense relating to pick up and delivery and courier charges.

Can you do same day collections?

  • Yes, we can. We work on a first came first served basis.

How quickly can I have my items delivered to me?

  • We are dedicated to providing the best tailored and flexible service to all of our customers. We suggest you book your delivery as soon as possible, as we work on first came first served basis.

What happens if I need more items to be collected after my collection?

  • You can request a second collection via your Vault account. We will then work to arrange this for you at a date and time that suits you best.
  • Collections after the initial free collection cost from £30.

What happens if you arrive at my property and I am not there?

  • If you’ve scheduled an appointment and you’re not there, we will wait for 10 minutes and of course try to contact you.
  • If you’re still not there following this, we unfortunately will have to cancel this appointment. We will be in contact with you to rearrange the appointment and the following charges apply:
    1. Collections
    - Same day reschedule: from £30 depending upon availability
    2. Deliveries
    - Same day cancellation/reschedule: from £30 depending upon availability

Am I responsible for arranging a parking spot?

  • It is the customer’s responsibility to provide parking for our team. Due to the number of jobs our teams perform each day, we are unable to source parking at your property on your behalf.
  • If we were to receive a parking fine during the time we are at your property we would unfortunately have to pass on any costs to you.

Where do you collect from?

  • We collect for free from any postcode inside London. If you live outside of London, don’t worry, we will happily organise collection and storage of your items All you need to do is contact us with your post code and storage requirements and we can build you a package.

Do you supply packing materials?

  • We provide the highest quality packing materials as part of our service. We also provide boxes if you have ordered them as well as rails, different types of hangers, breathable suit bags and anything else you need to ensure you have the perfect storage facility. All our wardrobe accessories such as hangers and breathable garment bags can also be purchased.

How much loading time is included in my collection and what happens if I go over? How do I book my delivery?

  • We will give you 15-20 mins loading time. If you need more time, you will be responsible for arranging parking for our van(s).
    The quickest and easiest way to book in the delivery of your stored items is to login to our website.

Can I cancel/reschedule my collection or delivery?

  • Yes, you can cancel or re-schedule 1 working day before your collection.
    1. Collections
    - Same day cancellation: from £30.
    2. Deliveries
    - Same day cancellation: from £30.
  • Any additional service, such as packing time, unpacking time, loading/unloading time non-refundable if a customer cancels on the day of their collection/delivery.
  • Just give us a call on +44 (0) 20 8993 5212 or email us on info@vaultcouture.com if you need to reschedule or cancel.

If I have my items delivered back to me mid-way through a storage month, am I charged for the full month?

  • You will be charged the full month. We do not offer pro-rata rates.

Do I have to bring everything down to the ground floor for collection?

  • Not at all. Our teams will come right up to your door and will begin loading the items from wherever you have left them.
  • With deliveries, our teams will deliver the items straight into your property.

What do I need to do on collection/delivery day?

  • If you have a collection/delivery booked in with us, you need to make sure that you or someone you trust is available at the property to let our team in during the agreed time-slot.
  • If we are running late or any reason, our team will always make sure to contact you and keep you updated with the situation.
  • It is also the customer’s responsibility to secure parking near the property for the team on the day.
  • If you are having a collection, the team will present you with a collection sheet. You will need to check the sheet and make sure that all items due for collection have been accounted for and then sign the sheet. Once the sheet has been signed, this is confirmation from yourself that all the items have been collected & accounted for.
  • If you are having a delivery, the team will present you with a delivery sheet. You will need to check the sheet and make sure that all items due for delivery have been accounted for and then sign the sheet. Once the sheet has been signed, this is confirmation from yourself that all the items have been collected & accounted for.

Can you collect & deliver to any address?

  • We can collect and deliver to any address within London

Can anyone else have access to my Vault account or book in collections/delivery on my behalf?

  • Unfortunately, we cannot allow any other persons to access your Vault account or book in collections/delivery on the customers behalf unless we have written permission via email from the customer using the email address that we have on file.

How do you store my items?

  • Our professional removal teams take the upmost care of your belongings, moving these in and out of our van and then handing these over to our warehouse staff.
  • Once they’ve reached the warehouse, they are moved into your unit one-by-one and then entered into our asset management system.
  • Our operations team will then upload your storage inventory to your Vault account which you can view online. We will also send you a storage confirmation so that you know your items are safely in storage.

Where do you store my belongings?

  • We have facilities in London.
  • These are all purpose-built storage facilities with the following security measures:
    - CCTV surveillance monitored by a professional security company.
    - Alarms monitored by a professional security company
    - Dual security locks on all doors.