Welcome to our help center.

Our help center is always up to date and available. Get answers to your special needs by using our contact form below. For a faster response, use WhatsApp.

Contact our customer service.

Our customer service will get back to you by email

Our customer service will get back to you within 24 working hours.

Questions frequently asked

Who are we ?

YouStock is a French company specializing in moving and storage. We are based in Monaco, Nice, and Paris. We are gradually expanding to offer our storage and moving solutions on French and Monegasque territory.

What do we offer?

We offer tailor-made storage and moving service, adapted to your needs and at the best price.

To save you time, our team comes to your place and takes care of everything: packaging, inventory and storage of your goods. With the online inventory, you can request the partial or total recovery of your belongings at any time and within 48 hours.

All our prices are calculated to the nearest m3 to allow you to benefit from the best offer, decreasing according to the duration of your commitment.
We also offer a moving service from A to Z. You have access to a range of services to be adjusted according to your budget and your needs (packaging, unpacking, dismantling, reassembly, etc.).
Compose your personalized offer via our online tool.

How is your storage service innovative?

  • We collect your belongings from your home: you don't have to handle or transport anything.

  • We carry out a photo inventory accessible from our site, to allow you to manage your stock from your sofa.

  • We adjust the pricing according to the actual volume observed on the day of entry into storage, you only pay for the space used.

  • We carry out storage in our secure warehouses.

How do your storage services work?

Make room at home in a few simple steps:

1. Simulate your price directly online using our storage simulator
2. One of our specialists will contact you to finalize your need
3. Receive and sign your quote by email
4. Receive your confirmation of the date of your service by email
5. Our operational team will arrive at the scheduled appointment to collect your effects on day d. Depending on the options chosen, she will pack and dismantle your goods, then load and transport them to our secure warehouses.

What areas are covered by YouStock moving solution?

YouStock operates in the Alpes-Maritimes department, from Menton to Cannes, as well as in Île-de-France and Monaco.
The removals are carried out on the French and Monegasque national territory but must have as departure city a municipality located in Île-de-France, Alpes-Maritimes, or Monaco.

How do I calculate my volume to move?

We provide you with an online volume calculator where you can detail all of your goods to be stored or moved. This assigns a volume for each object according to the dimensions of your furniture.
You are responsible for informing us of any object to be transported of unusual volume, shape, or weight.

We can also estimate the volume with you directly by phone or by videoconference. A sales representative will then contact you by phone.

What is a groupage?

Consolidation is the act of moving several customers over a defined route in order to share costs. This offer is available for any move from Île-de-France and the Alpes-Maritimes to another city in France.

A certain flexibility is required: at least 15 days of flexibility on the date of collection of your belongings and of redelivery.
After validation of the quote, we will get back to you within 5 days to communicate the date of the next available consolidation.

What are the opening days and hours?

Customer service will respond by email Monday to Friday from 8:30 a.m. to 6:30 p.m.

Do not hesitate to use our contact form above, we will answer you within 48 hours maximum.

With regard to collections and removals, these services are provided from Monday to Sunday. The prices are increased on weekends.

How to prepare for my move?

We have set up a 100% free moving assistant to help you in all your steps.
Be informed at the right time of the steps to take to move with confidence.

What should I do if I realize that I have more or less items to move?

If you realize that you need to remove / add goods from your initial estimate, it is necessary to contact your sales representative for any changes to the estimate. Fees may then be applied depending on the time of your move.

On the day of your move, if you want certain goods not to be moved, no price adjustment will be made.

For any addition of goods during your move, a tariff adjustment will be made according to the additional volume moved.

What are the cancellation and postponement conditions?

We can modify the information and services relating to the removals up to 15 days before the service. Remember to write to us as soon as possible, so that we can organize ourselves and find the best solution to this change.

After the period of 15 days and up to 72 hours preceding the service, any modification or cancellation of an order will result in a retention of 50% of the total sums of the order.

After the period of 72 hours before the date of the service, any cancellation will result in a retention of 100% of the total sums of the order.

For any cancellation, please contact customer service using the contact form above.

Who takes care of parking permits?

Parking permits are managed by YouStock. Requests are made to town halls and are billed at 50 euros.

Do you offer packaging material?

We offer the provision of our professional equipment at advantageous prices.

Do not hesitate to order some when ordering on our online tool or when communicating with our customer service.

Can you pack my goods?

We can carry out the packaging of your goods for you, but also the dismantling of your furniture and the reassembly.

Request it during your simulation online or directly by phone with our customer service.

What areas are covered by YouStock storage solution?

YouStock operates in the Alpes-Maritimes department, from Menton to Cannes, as well as in Île-de-France and Monaco.
Our furniture repositories are located in the Paris region as well as in the Niçoise region.

How do I calculate my volume to store?

We provide you with an online volume calculator where you can detail all of your goods to be stored or moved. This then assigns a volume for each object according to the dimensions of your furniture.

You are responsible for informing us of any object to be transported of unusual volume, shape, or weight.

We can also estimate the volume with you directly by phone or by videoconference.

If you have any doubts, do not hesitate to contact us, our advisers will be able to answer you.

How do I estimate the price of my storage?

Use our online simulator to detail your needs in order to obtain a detailed price.
You can also reach our sales department by phone to help you best estimate the volume to be stored or moved.
You will then receive your free quote by email.

I need more storage space than expected, what can I do?

During the pick-up, you can entrust us with more items than expected.

In that case, the monthly storage fee will be reviewed with our customer service.

If you wish to add items after the operations of our teams, we will organize together an additional pick-up, update your inventory and adjust the monthly rate.

What are the opening days and hours?

Customer service will respond by email Monday to Friday from 8:30 a.m. to 6:30 p.m.

Do not hesitate to contact us by email, we will respond to you within 48 working hours.

With regard to collections and removals, these services are provided from Monday to Sunday. The prices are increased on weekends.

What can I store?

You can store furniture, household appliances and all your personal effects (think of our storage modules: book boxes, crockery boxes, storage boxes, wardrobes, etc.)

We exclude however: food (or perishable foodstuffs), any living being, materials and chemicals, dangerous - explosives (ves) - flammable, carcinogenic, weapons, drugs, etc.

Can we combine a storage and moving order?

Yes, it is quite possible that our storage and moving solution is shared on the same quote.

How to properly prepare my storage?

If you have not taken the “packing and dismantling” options, it will be necessary to:

  • prepare the boxes and items to be stored before the big day,

  • leave the boxes open so that the team can take a photograph of the goods inside. You will find the images of your opened boxes in your online inventory so that you can remember the overall content of each box.

If you have taken the "packing and dismantling" options, YouStock will take care of everything! You will only have to disconnect the electrical goods, water, gas.

What should I do if I notice that I have more or less goods to put in storage?

If you realize that you wish to delete and/or add goods to your initial estimate, it is necessary to contact your sales representative.

On the day of your collection, if you want certain goods not to be collected, no price adjustment will be made. However, your storage rent will be calculated based on the actual volume collected.

For any addition of goods during your collection, a tariff adjustment will be made according to the additional volume stored.

What does the photo inventory consist of?

During collection, we list the goods you entrust to us using our advanced traceability technology using codes and photographs. These relate to each box/case/module as a whole and not what it contains, it will never be opened without your consent.

We ask you not to close your boxes and/or your storage modules so that we can photograph them from above.

It would be more useful for remote management, to mention what you insert in each box and/or storage module directly in your online inventory available in your customer area.

If you do not want the inside of the box to be photographed, please close it with the word "private" above.

What are the cancellation and postponement conditions?

For any cancellation, please contact customer service as soon as possible via the contact form so that we can organize ourselves and find the best solution to this change.

We can modify the information and services relating to the collection up to 72 hours before the service.

Up to 72 hours prior to the service, any modification or cancellation of an order will result in a retention of 50% of the total sums of the order.

After the period of 72 hours before the date of the service, any cancellation will result in a retention of 100% of the total sums of the order.

Who takes care of parking permits?

Parking permits are managed by YouStock. Requests are made to town halls and are billed at 50 euros.

Can you pack my goods?

We can carry out the packaging of your goods for you, but also the dismantling of your furniture and the reassembly.

Request it when ordering online or directly by phone with our customer service.

What is liability insurance?

In accordance with Articles L. 133-1 et seq. Of the Commercial Code, YouStock is the holder of a civil liability insurance policy intended to cover the risks relating to the performance of the Services and to cover any damage liable to be incurred. charge in connection with the performance of services.
Regarding the moving service, YouStock has taken out a financial guarantee covering the deterioration, loss or destruction of goods up to € 300 per cubic meter (m3) or per object, up to a limit of € 30,000.
Regarding the removal and storage service, YouStock has taken out a financial guarantee covering the deterioration, loss or destruction of the goods stored up to the following ceilings:

For storage modules and goods stored individually:

  • 25 euros per archive container;

  • 100 euros per medium box;

  • 200 euros per large box;

  • 200 euros per wardrobe cover;

  • 200 euros per golf bag;

  • 100 euros per ski bag;

  • 100 euros per snowboard bag;

  • 50 euros per suitcase;

  • 50 euros per tire;

  • 200 euros per bike.

For furniture (including household appliances, IT), YouStock is responsible for the furniture entrusted to it up to a ceiling height of € 300 per cubic meter (m3) or per piece of furniture.

In all cases, the customer must send at least 48 hours before the intervention, a declaration of value of objects greater than € 300, failing which any object will be deemed to be worth a maximum of € 300.

What is ad valorem insurance?

Ad valorem insurance is comprehensive insurance: your goods are covered at their purchase or repair value. So-called “ad valorem” insurance covers merchandise and goods as such against loss and damage likely to occur during transport.

As soon as your order is validated, if you have opted for ad valorem insurance, you will receive the declaration of value to be returned completed and signed 48 hours before the service.

The price of ad valorem insurance is:

  • 0.6% for goods transported,

  • 0.3% for stored goods.

What is a declaration of value?

The declaration of value makes it possible to determine the overall value of your furniture, and fixes the terms of compensation and their ceiling. This document is obligatory in the same way as the consignment note. It is provided by the moving company and must specify:

  • the total amount of goods transported by the mover

  • the unit value of the goods exceeding the limit of contractual liability determined in the estimate, ie 300 euros.

How do I complete my declaration of value?

We invite you to complete the declaration of value as follows, indicating:

  • your order number starting with YS

  • the overall value to be insured of the goods transported or stored

  • the list of individual values ​​above 300 euros.

Note that the sum of the individual values ​​should not equal the overall value. The difference insures all other goods less than 300 euros.

What is the consignment note?

As regards the damage not mentioned in the reservations of the consignment note, they cannot benefit from the presumption of liability of the carrier. As a result and in accordance with article L 224-63 of the consumer code, delivery is presumed to comply. It follows that it is up to the customer to provide proof of the alleged damage and its imputability to our company.

Warning: the mention subject to unpacking or control has no proof value.

Where can I find my personal space?

On your personal space, you will be able to find your orders, your inventory, all the information concerning your invoicing. It is directly from this space that you will be able to carry out your redelivery requests. Go to the home page of our website and click on “My personal space”.

How do I connect to my personal space?

To connect to your personal space, all you need to do is have your username sent by email when you register on our site. Do not hesitate to check your spam, it can hide there. If you have lost this email, contact customer service directly via the contact form.

How do I access my inventory?

To access your inventory, go to your personal space. Your inventory is in the “inventory” tab. This is where you will have access to all the photos. By clicking on the item number, you can view all the photos of the property in question.

How do I change my address?

To change your home address or your billing address, you must go to your personal space and click on the menu, then billing. You will be able to change your address here.

How to validate my order?

You will receive a price proposal by email. From this email, you will be able to validate your order. All you need to do is click on “Book now”. You will be redirected to your personal space. Once your login details have been entered, check the boxes for accepting the order and our general conditions of sale, then click on "Confirm order".

A secure payment page will open and allow you to register your payment method (Carte Bleue or SEPA direct debit).

How do I know if my service is validated?

Your service, once validated, will appear in your personal space in the “my orders” tab.

How to know the arrival time of the movers?

If you have chosen a flexible rate, in this case, you will receive an SMS 24 hours before the service to inform you of the time slot for the start of the service. The team will contact you by phone once you arrive home.

If you have chosen the morning or afternoon arrival option, you will receive an SMS 24 hours before the service to notify you. But if you have chosen the non-flexible option with a fixed arrival time, in this case, the team will arrive at the agreed time.

In which case and when will the removal boxes be delivered to me?

If you have chosen to go through YouStock for the purchase of your moving equipment and your moving boxes, be aware that we expect a delivery of boxes per week. This will therefore have to be organized with your sales representative. You will receive an SMS the day before to notify you of the delivery time slot.

Why am I being asked to rate the service?

At the end of your service, you will receive an SMS inviting you to express your feelings by noting the service provided by the YouStock teams. This rating is very important because it allows us to improve and better serve our customers.

Where can I find my invoices?

Your invoices are in your personal space in the invoicing tab. If you have any questions about your billing, please do not hesitate to contact our customer service via the contact form above.

How do I change my payment method?

To change your payment method, go to your personal space, in the billing tab. You will have the possibility to add a RIB or a bank card according to your preference.

How do I pay my bill?

When you have validated your order, you have provided us with a method of payment.

Upon validation of the order, a deposit of 50% of the total amount will be debited. The remaining amounts due will be withdrawn 72 hours before the service.

In the event that the order is validated less than 3 days before the service, 100% of the sums due will be deducted from you when ordering.

Regarding storage rents, the withdrawal will take place on the 1st of the month.

Is my rent amount updated after a redelivery?

If you have opted for a non-binding formula, for each redelivery greater than or equal to 1m3, your storage rent will be automatically updated.

Why did I have the amount of my service adjusted after the operation?

Following a collection or moving service, your invoicing may be regularized in the event that the volume to be transported was greater than the contracted volume. A regularization of your bill can also take place in the event that the access and / or conditions provided have been modified on the D-day (for example: the elevator of the building is broken, the team must therefore go back and forth. returns by the stairs).

How to make a claim following a loss or a breakage?

In this case, we invite you to contact customer service directly via the contact form above. You will receive an answer within 48 hours with the details of the steps to follow.
Here are the necessary documents that will be required for the constitution of the complaint file:

  • Registered letter with acknowledgment of receipt to be sent to us within 10 calendar days of the service

  • Purchase invoice for damaged furniture or proof of value

  • Repair estimate if the furniture can be identified

  • Photographs of the damage caused

What is the processing time for my complaint?

Once all the documents have been received, the average processing time for a file via insurance is one month.

What is a redelivery?

Redelivery is the delivery of your goods stored in our warehouses. We will deliver again in the Alpes-Maritimes and Ile de France.

How do I request a redelivery?

For all redelivery requests, we invite you to identify yourself in your personal space. Once logged in, click on the “inventory” tab then click on “recover”. As soon as you have selected all the items you wish to have redelivered, click on the truck at the top right then “validate my order”.

Customer service will contact you as soon as possible to set a redelivery date. It takes an average of 48 hours to have you re-delivered.

How many m3 can I get re-delivered for free?

You can have up to 1m3 redelivered for free per month for the duration of your storage except for the last redelivery which ends your contract.
1m3 corresponds to 10 standard boxes, a washing machine, or an armchair.

How are the redelivery rates calculated?

Redelivery rates are calculated based on accessibility and the type of options chosen (reassembly of furniture, unpacking of boxes, etc.).

What is the redelivery time of my goods?

It takes an average of 48 hours to have your goods delivered to you. Deliveries take place from 9 a.m. to 6 p.m. Monday to Friday. We do not provide redelivery on weekends, as the storage facilities are closed.

If you have chosen the flexible option at no additional cost or if you have opted for morning or afternoon redelivery, you will be informed 24 hours before the delivery of the redelivery time slot. If you have opted for redelivery at a fixed time, you will be re-delivered at the chosen time.

Can I leave before the end of my commitment period?

When you ordered, you opted for a contract with a commitment period and you wish to have all of your storage delivered to you. If you leave before the end of your commitment period, we will debit you 50% of the amounts due.

Can I come and drop my goods into storage by myself?

You have the possibility to come and deposit your goods in storage by yourself. We advise you to contact our sales department by phone to make a new quote or to obtain more additional information.

We will arrange a meeting. Our furniture repositories are open Monday to Friday from 9 a.m. to 12 p.m. then from 2 p.m. to 4 p.m.

Will I benefit from an inventory at the entrance?

If you want to deposit your goods on your own, there are different options available to you:

  • Entrance with full inventory available in your customer area

  • Entry without inventory with a dedicated cash register

Can I come and collect my goods in storage by myself?

You have the possibility to come and collect your goods in storage by yourself. We advise you to reach our customer service via the contact form above for more information.

We will make a date together. The opening hours of the storage facilities are Monday to Friday from 9 a.m. to 12 p.m. then from 2 p.m. to 4 p.m.

What is the price ?

The rates depend on the option you choose. We advise you to reach our sales department by phone for more information.