MoveGroup

Frequently Asked Questions

Who acquires a parking permit for the removal?
It is the customer’s responsibility to obtain a parking permit from their local council if a permit is required at the delivery location

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What is the procedure if access for vehicles is restricted at the location?
If the access to your collection or delivery address is restricted and we cannot park our large vehicle close to your property, we will require a smaller trans-shipment vehicle to complete the movement of your items between the vehicle and your property.
All access restrictions must be advised to your move coordinator in advance of your move

 

What is the procedure if access above ground floor level or otherwise not suitable for the manoeuvre of large items of furniture?
On the rare occasion that the access to your collection or delivery property is narrow or too small for the manoeuvre of large items of furniture (especially down stair ways of flat / apartment blocks) a hoist would be required. This would involve the removal of a window within your property and the operation of a hoist to move your goods into or out of your property. Extra charges will apply for this service, please inform your move coordinator in advance of your move if you think this service would be required during your removal.

 

What taxes and duties are charged on items upon arrival?
Dependant on the arrival country, the majority of destinations have no tax or duties on household items or personal effects which have been owned for over 12 months.
Be aware that taking alcohol to non EU Countries can be very expensive in tax and duties.

 

What are the quarantine fees, steam cleaning fees, fumigation charges and customs inspection fees?
All consignments to Australia are subject to an AQIS inspection and clearance charge. Dependant on the volume of the consignment, these charges can range between AU$16.50 and AU$22.00 per cubic metre with a minimum charge of AU$88.00. The AQIS charge for a 20ft container is approximately AU$400.00. All costs are subject to change and GST (Australian VAT) by the Australian Government.

 

What is included in the item cover from Move Group?
If you decide to take out the cover provided by Move Group for your items you are covered differently dependant on who packs your items:
If you (the customer) pack your items independently – you are only covered for total loss / total damage of your items.
If you request a packing service and we (Move Group) pack your items – you are covered for every item individually.

 

What are the timescales from collection to delivery?
This is difficult to define as each move is completely individual.
Small consignments (boxes only) can be delivered within the EU between 3 and 7 days from collection dependant on the destination, (the more remote the destination, the more time it can take). International and larger consignments can take anywhere from 2 to 12 weeks as your consignment must be coordinated with shipping dates or loads being transported by road and those corresponding journey lengths. You also have to consider the time your consignment takes to be processed by customs at your destination country and for the appointed delivery service in your destination country to deliver to your consignment to your new address.

Delivery time estimates can be provided but due to the nature of transportation and transport delays can be possible and therefore cannot be guaranteed.

 

What if the consignment for shipping is under or over the estimate?
All consignments are quoted on the volume given on booking. All quotes are given on a pro-rata basis. When your consignment is loaded for shipping / transporting to your destination the volume of the consignment is measured exactly. Any variance on the original volume quoted will be notified to us and we will adjust your total move cost in accordance to this definitive measurement.

 

Do I need a survey of my items prior to shipping?
If you are unsure of the volume of goods to be moved or you have some obscure items you wish to transport, we would be happy to come and survey your items to provide you with a more accurate and detailed quote, free of charge!

 

Will it be Move Group staff who help me in my relocation?
Due to the consistent high standards of our Move Group crew and fabulous reports from customers we attempt to cover as many of the consignment collections and deliveries as possible. If we are unable to coordinate your move within the Move Group crew schedule we have several professional agents who would carry out our move to the similar high standards set my Move Group.