FAQs

VanOne EU offers quotes for standard volumes: 5, 10, 15, and 30 cubic metres. For moves larger than 30 cubic metres, please contact our customer services team directly for a tailored quote.

Requesting a quote for your European removal is simple. Visit our website and fill out the online request form. You will immediately receive an email with three quote options. To book, simply click on the desired option in the email, and the website will guide you through the secure booking process.

Yes, you can. After completing the online booking, you will be asked to pay a booking deposit, typically about 25% of the total service price. The remaining balance is due via card payment online no later than the day of collection.

You can pay for your removal and any ordered packaging materials in advance on our website using all major credit and debit cards, including MasterCard, Visa, Amex, Maestro, and JCB.

Our online payment system is secured and managed by Stripe, one of the world’s most trusted and secure global payment services.

We specialise in residential removals (household appliances, furniture, personal effects). Due to customs and transport regulations, you cannot transport: perishable food, live plants or animals/pets, money, securities, jewellery, potentially dangerous or explosive items, furs, tobacco products, or alcoholic beverages.

Yes, all quotes include VAT. As VanOne EU primarily handles intra-community removals and services to non-EU destinations (Switzerland/Norway), the rate applied follows the relevant EU or destination country tax laws. For most standard EU-to-EU removals, a 0% VAT rate applies under certain conditions.

The standard service includes: Goods in Transit Insurance (up to approximately €25,000), Transportation from point A to point B, liaising with customs where necessary, EU-based call centre support, European motorway and toll fees, Ferry fees, VAT, and Fuel.

Yes, driver assistance is an optional, chargeable service. We charge €14 per half hour of the driver’s work. If you request help, you will receive an email after unloading with the precise time calculation and a link for payment.

We focus on efficiency by offering space in a shared or dedicated van and an assisting driver. We operate an extensive network across the European continent, which allows our vehicles to minimise empty travel and significantly reduce operational costs.

Yes. Your goods are protected with Goods in Transit insurance, providing coverage of up to approximately €25,000 per van (calculated based on the current exchange rate from our standard policy). This covers major losses during transportation, such as incidents involving a car crash or a ferry boat.

Upon booking, we will email you an Insurance Form (MS Excel format). You must accurately fill in this form, listing all items being moved and their values, and return it to us via email. This list is essential for the insurer to determine the value of any loss if a claim is needed.

It is the customer’s responsibility to ensure all goods are properly packed, secured, and ready for removal before the driver arrives. We strongly recommend using high-quality packaging materials to minimise the risk of damage.

Our drivers can assist you with: 1) Loading and unloading heavy furniture and boxes. 2) Optimising the available loading space in the van. 3) Ensuring all items are safely secured. 4) Assisting with basic documentation, such as the CMR form.

Your driver can only take as much as was agreed upon prior to the removal date. If the driver suspects the vehicle is overloaded based on suspension limits, you may be requested to stop loading. If an excess load is later confirmed when weighing the van, you will be charged for a second vehicle to transfer the surplus items.

If you book a full van (15m³ or 30m³), you have complete control over the collection day and time. For smaller, more cost-effective bookings (5m³ or 10m³), you must be flexible. You will select the latest possible collection day, and we reserve the right to collect on that day or up to two days prior.

When you book, we will provide you with the estimated transit time and the delivery date. Furthermore, the driver will call you at least two hours before the van’s arrival at your new European address to confirm the exact delivery time.

The customer is responsible for arranging legal and suitable parking for the van at both the collection and delivery locations. To conduct the removal efficiently, the van must be parked in close proximity, ideally no more than 20 metres (66 feet) from the door of the building.

Essential documents for all removals include: 1) The Insurance Form (to list your items and values), 2) A CMR form (Proof of carriage/delivery), and 3) A copy of your Passport/ID. More precise requirements for specific destination countries (especially Switzerland/Norway) can be found on our destination pages.

Yes, we are happy to assist all customers. However, if you are not an EU, Swiss, or Norwegian citizen, we strongly advise you to contact the consulates of your destination country beforehand to understand their specific customs, immigration, and residency requirements before booking our service.