We’ve put together a collection of the most frequently asked questions that we think you may find helpful in deciding to move safely with us at Masons Moving Group.

Of course, if there’s anything that’s not covered in the FAQs and you’d still love a chat with someone, feel free to call us on

0800 141 3688, where one of our team will be able to help.

  • Do you offer business storage?

    Yes, we offer state of the art container storage on a short or long term basis, additionally business customers can take advantage of our self-storage facility which is accessible 24/7-365 days a year.

  • Can you have our computers disconnected and reconnected?

    Yes, Masons Moving Group works with trained IT professionals who will disconnect and reconnect your computers and all other electronic devices.

  • How much does it cost to move offices?

    Again, this really depends on the complexity of your move and factors such as distance and the volume of effects to be relocated. However, getting your free business relocation quote couldn’t be easier! For more information or to book in your free survey, fill out the form on our Contact Us page for more information or call our friendly team on 0800 141 3688.

  • How can we get a quote to relocate our business?

    Ideally, we always like to visit your office to carry out a free no-obligation survey, this allows us to provide you with an accurate quote that has been especially tailored to your needs. For more information or to book in your free survey, fill out the form on our Contact Us page for more information or call our friendly team on 0800 141 3688.

  • How long does a business relocation move take?

    That depends on the complexity and size of your move and a variety of different factors like the distance that your business is moving, however, we usually aim to have business relocation moves completed within 1-3 working days. We understand that you need to get back to what you’re doing as quickly as possible and we want to make the situation as stress-free and as simple as we can, with minimal disruption to your daily operation and your staffs working day!

  • Do you offer an office move packing service?

    Yes, when a member of our team visits you to undertake your no-obligation survey, simply let them know your requirements and they can build it into your services required and quote.

  • Do you hire/supply moving crates to help with an office move?

    Yes. We provide a variety of office moving crates as well as specially created packaging materials. Our office crates are provided in advance of your relocation and the rental costs will be itemised and included on your final quotation.

  • Can you help with moving our existing systems/modular office furniture?

    Yes! Our Moving Teams are fully trained in dismantling and the reassembly of various forms of systems or modular furniture. However more complex items will incur an additional fee.

  • Do you offer a business relocation service?

    Yes! Whether you’re looking to move a small office or relocate your entire headquarters, Masons Moving Group can help. Fill out the form on our Contact Us page for more information or call our friendly team on 0800 141 3688.

  • Can you move heavy items such as safes or fireproof cabinets?

    Yes, absolutely! Our expert Moving Teams are fully knowledgeable and have the right equipment to undertake these types of services.

  • Do I have to pay a deposit?

    No, you won’t need to pay a deposit, however we will require full payment seven days before the move. As a consumer you will be protected by the Advance Payment Guarantee Scheme, for UK removals and storage paid in advance. See the British Association of Removers (BAR) website for more information.

  • What packing services do you offer?

    What packing services do you offer?
    Our professional team can pack as much or as little as you would like. We have several packing type services to suit your needs and preferences: 
    Full Packing – 
    In our full packing option, we will carefully and professionally pack all of your boxable belongings, saving you time, stress and effort! Leaving you with peace-of-mind that our expert team have packed your effects and allowing you to concentrate on other parts of your home move!
    Fragile Packing (China & Glass) – 
    This option allows us to pack all or part of any fragile effects that you have around the home, such as china, glass or fine art. Our teams are expertly trained packers so you can relax while we look after your most precious items! Allowing you to focus on packing the rest of your personal items before the big move! 
    No Packing (Owner Packed/DIY) – 
    This option allows you to pack all your boxable effects in advance of the move. If you would like, we can supply you with professional packaging materials that we use ourselves that have been purpose-made for items that you pack.
    We are happy to advise you further on how to pack or suggest a bespoke packing option to suit your particular circumstances, just contact our friendly team by filling out our contact form here or giving us a call on 0800 141 3688.

  • Are my goods insured?

    Yes! Our comprehensive removals and storage insurance gives you complete peace of mind, your effects are covered against all risk of loss or damage (subject to the terms and conditions outlined in your quotation). Your Moving Co-ordinator will be able to explain your full cover in detail with you at the time of your free home survey. Please note we do insist that you are insured, however you may choose to take out cover with a third party (proof of cover is required).

  • How do I arrange a quotation?

    It’s easy and free! Simply fill out a form on our website or call 0800 141 3688 to arrange your free property survey. A brief home visit allows us to then assess different factors such as the volume of goods we need to move, access to property, type of packing required. Our team will then create a personalised quote for you.

  • When is the right time to get a quote?

    Did you know that moving home is considered one of life’s most stressful events? Being prepared is key to ensuring a smooth home move, so although we can provide you a quote with moving home tomorrow, or in a year’s time, we think being prepared will always help to ease any stress! 
    If you would simply like to know how much to budget for a removals company, please use our online quote form here, or if you would like a more comprehensive idea of price and what it includes, then it’s best to arrange your free home survey around 4-6 weeks before the date you would like to move home. If you’re moving overseas, then your schedule will be much longer and you may need to factor in shipping times too, which can be as long as 12 weeks, therefore, getting an international quote as soon as possible, is always best!

  • How much will it cost to move to a new house?

    How much your home move costs will depend on a variety of factors such as what you are moving, where from (and where to) and what type of moving service you require. To ensure a personalised and accurate quote, we can arrange a free survey visit to your home and professionally assess the amount you have to move, providing an accurate quotation completely free of charge. You can also fill out our quotation form and receive a quote online. Please do not hesitate to contact us for any advice or to arrange your free home visit.

  • How long does it take to move?

    Generally, most house moves take between 1-3 days, but this could be longer depending on your circumstances, such as the size of your house, where you are moving from (and to) and what type of removals service you require. As well as providing you with a quote, our booking team will also give you an estimate of timings. Book in your free home survey through our online form or by calling our friendly team on 0800 141 3688.

  • Will you do all of my packing and unpacking?

    Yes, if you would like us to! It depends entirely on your preferences. We can carry out a full packing service or a breakables-only pack for you. Both options are cost-effective, but if you choose to, you can pack your belongings yourself.

  • Do you do same day services?

    Yes! Although this will depend on the size of your move and the logistics required.

  • Who is responsible to arrange parking on the removal’s locations?

    Whilst we are carrying out a move, our clients are responsible for arranging or covering parking.

  • Can you handle big pieces of furniture – sofas, bed, wardrobes, pianos, safes?

    Yes, nothing is too much trouble! However, for really heavy items and higher floors, some extra fees will apply due to the specifications of the work. Contact our team to find out more.

  • Is it possible to move during the weekend, overnight or on bank holidays?

    Absolutely! Our removal services can be booked for any day of the week at any time that suits you, even weekends and Bank Holidays! However, please bear in mind that there is an extra fee for working weekdays after 7pm, weekends and Public & Bank Holidays.

  • Do you dismantle the furniture and put it back up?

    All of our Moving Teams are trained and equipped with the necessary tools to help with basic furniture dismantling and reassembly, however more complex items will incur an additional fee.

  • Does the price include boxes and packing?

    We can provide boxes and packaging materials within your quote, so you know everything is taken care of. We can also provide packing and unpacking services for an additional charge.

  • How do you price a service?

    Our team takes a number of factors into account when providing you a quote for your home or business move, including the allocation of staff, vehicles and the time it takes to perform the move, plus the level of service needed.

  • How do I find my local branch?

    It’s easy! Whether you live in the UK or Overseas, visit our Contact Us page and fill out a contact form or call our friendly team on 0800 141 3688.

  • Who are Masons Moving Group?

    We are Masons Moving Group, formerly known as Masons Removals, and we are expert movers based in South Wales with over 100 years in the removals and storage industry! Starting out as a horse-and-cart company back in 1905, Masons has grown to become one of the best national removal companies with a reputation for being professional and friendly. Our experience puts us as one of the longest standing and most trustworthy removals companies in the UK, so you can trust Masons to get the job done safely, securely and efficiently.

  • Do you offer self-storage?

    Yes, we do! If you need extra self-storage to store your belongings while on the move, we offer Wales’ leading self-storage solution, with container and mobile storage options to self-storage. Our newly refurbished self-storage facility is accessible 24/7, 365 days a year and is fully equipped with state-of-the-art security, including monitored CCTV cameras. As well as offering brand new ESCORTA lifts, ensuring a seamless journey from the carpark to your self-storage unit.

  • What items are prohibited from either shipment or importation?

    When packing your belongings, it’s important to be aware that there are certain items and products that we cannot accept for transportation or that are restricted under conditions of carriage. There are also certain items that are deemed inadvisable to pack and ship and may affect the terms of your insurance. 
    For example: foodstuffs of any description or liquids which may leak in transit, cash, bonds, jewellery, alcohol, fireworks or explosives, flammable gasses, liquids or solids, poisons, corrosives, ammunition or firearms, swords, sabres, daggers, spears and switch blades, scuba diving tanks, gas cylinders, aerosol cans, butane lighters and other pressurised articles. Additionally, you must not pack perfumes in an airfreight consignment, we recommend that you check all cosmetics for their contents and potentially hazardous nature before packing.
    In addition, you should also not pack building materials such as wood, bricks, cement, sand, rocks. Or soil of any type, plants of any kind including dried flowers, bulbs, seeds, pinecones and pot pourri, untreated animal pelts, furs and hunting trophies and pornography of any description including articles of simple nudity if you are relocating to a Muslim country.
    Special care must also be taken when packing household cleaning products or products containing chemicals from your garage or shed. Ensure you read the contents of everything and if they are flammable or hazardous in anyway, DO NOT PACK THEM. For information as to where you can dispose of them safely, speak with your local Council. 
    Every country will have their own regulations and the above list is not exhaustive by any means. If you require any advice about what to and not pack, contact your Moving Co-ordinator.

  • How will you calculate the cost of my removal?

    Every quote is individual, it will depend on the number of belongings that you wish to ship, where you are moving from (and to) and the timeframe. Your Moving Co-ordinator will arrange a free home visit to assess the volume of your goods, they will also be able to answer any queries or questions that you might have.

  • Do you provide insurance?

    Yes, we can provide Comprehensive Marine Insurance Cover to cover for the loss or damage for all of our consignments shipped around the world. Ask your Moving Co-ordinator for a quote!

  • Will my shipment be opened on the way?

    Most sole use containers will be delivered to their final destination unopened, however in some countries, for example Australia, all containers are unloaded and opened for a quarantine inspection. Our Destination Partners will oversee the process and ensure that your belongings are treated carefully. 
    We will always do our best to respect your privacy. However, customs officials reserve the right to inspect goods anywhere in the world. Inspections are therefore beyond our control.

  • What are the different costs and service options available to me and are all charges included in the price?

    We understand how frustrating it can be to talk to a different team member every time you have a question, rest assured that with Masons Moving Group, you will have your very own dedicated Moving Co-ordinator. They’ll be on-hand to answer any questions that you may have and take you through every step of your international moving journey. 
    Depending on the size of your move and timescales required, there are several different shipping options available such as Full Container Load (FCL) and Shared Container (or Groupage). Once you’ve decided to go with Masons Moving Group, your expert international move co-ordinator will contact you to discuss your individual requirements and determine what particular services you need, and what different shipping methods would be best suited to meet your requirements.
    Discussing your overseas relocation couldn’t be easier. Call a member of our International team on 0800 141 3688 or email us at [email protected].

  • Will you pack for me or can I pack myself?

    Our expert Moving Team are here to make your overseas move as straight-forward as possible for you and our international removal services provide the option for you to have a fully professional export pack service included. We offer a full box pack as standard with international removals, alternatively, you can pack your belongings yourself. However, this will affect the insurance cover offered. Therefore, we strongly recommend all of our clients carefully consider the option of a professional export pack as there are many benefits such as higher degree of insurance cover, increased level of protection for your valuable household and personal effects by allowing highly qualified staff with many years’ experience in handling and packing. The cost of a professional export pack is relatively small compared with the benefits it offers. If you wish to pack yourself, you may do so and if required, we will supply you with a cost for all necessary packing materials.

  • How soon should I arrange for a quotation?

    Moving home is one of life’s biggest challenges, being prepared will help ease any stress and we honestly believe, it’s never too early to get your removals quote from us! We recommend you get a quote at least 12 weeks prior to your move, although, some people will choose to begin the removals process up to 12 months before. Whatever you do, don’t leave it until the last minute!

  • How soon will my quote be with me?

    Our team will get back to you with your personalised quote within 48 hours of a survey, online enquiry or telephone call.

  • What happens when my goods arrive at their destination?

    Masons will be with you every step of the way. Regular one-to-one contact with your Masons Moving Co-Ordinator will keep you fully up to date with the progress of your move.
    Trusted, experienced overseas partners carry out our destination services. They’re specially selected for their expertise and we strive ourselves on choosing partners who, like ourselves, are members of the British Association of Removers, or are associated with FIDI or OMNI.
    Once your goods have arrived at their destination, we will contact you to arrange a convenient delivery date, where our partner will then unload all items into your property. If you would like us to, they can also unpack for you and remove the packaging materials.

  • How long will my shipment take to arrive at the destination?

    Transit times will vary depending on your destination, the mode of transport and a country’s customs regulations. Here are approximate door-to-door timescales for container shipments from the UK:

    Sole Use Container
          Shared Container

    8-10 weeks
          12-16 weeks

    New Zealand
    8-10 weeks
          12-16 weeks

    Canada East coast
    4-6 weeks
          10-12 weeks

    Canada West coast
    6-8 weeks
          10-12 weeks

    USA East coast
    4-6 weeks
           10-12 weeks

    South Africa
    6-8 weeks
           10-12 weeks

  • How do I determine the level of insurance that is required for my belongings?

    When deciding on the level of insurance, you should consider how much it would cost to replace your household goods and personal effects in the country that you’re moving to. You can try looking on the internet to help you gauge an idea of cost, you may also find that the information is available via your destination country’s embassy here in the UK, so you should start with their immigration department. 
    When completing your proposal form please try to be as detailed as possible, many everyday household items can be collectively valued, however it is essential that specific high value items (such as items over £500) with a high replacement cost are indicated in as much detail as possible with an appropriate value. If you have any questions or require assistance, please contact your Moving Co-ordinator.