Looking for the answers? We have common questions of our customers

What to find out more about our pricing or processes? We wish to save you a lot of time with this simple and easy-to-read FAQ page. Questions are separated into a few categories so you could click on the commonly asked questions below to view clear and straightforward answers on the same page.

Why do we call ourselves Boutique Removals Company? That’s a really good question! 🙂 Because the word ‘boutique’ describes us so well! VANMATES, a brand you can trust that is backed by its customers. As we are a small family-owned business that caters to your specific needs, we pride ourselves on smaller moves with premium customer service - this is what we focus on. Quality over quantity ALWAYS!


How does your hourly rate work?

We start the job on arrival at the pickup address at the agreed time. The hourly rate finishes when all your items have been moved and you are happy with that. Duration is being rounded up to the minimum time or to the next half an hour above.

What is a call-out fee?

On moves outside the Eastern Suburbs we charge a small once-off fee that assists in covering the cost of our team travelling from our depot or previous job to your origin address and back from your destination address to our depot or next job. This single fee will be provided to you with our quotation and is separate from the hourly rate charge.

How much is your call-out fee?

If you’re moving within the Eastern Suburbs, call-out fee is $0. When the job is outside the Eastern Suburbs, the fixed travel fee agreed when booking will be added. The charge depends on the travel time from our depot in Maroubra or the previous booking to your place. In general, it is approximately half of the hourly rate.

Can I get a fixed quote for the whole job?

Sure, we can estimate the duration of your moving. In that case, you should provide us with the final list of your items which cannot change during the move as it will affect the cost of the service. Also, there are a number of factors that come into play when referring to the duration of your move including what level you are on and moving to, are we using a lift solely for us or are we sharing, how far the van/truck will be parked from the premises, etc. If you wish to get an estimate on how long your move may take, please provide us with as many details as you can by sending an email on

What factors may affect my move cost?
  • How prepared you are on the day and how much stuff you’ve got.
  • How well the goods are packed.
  • The amount of time it takes to load and unload your items.
  • The number of flights of stairs.
  • Distance of walk from the van/truck to the load or unload location.
  • Driving time from the load to the unload location.
  • Number of items weight more than 80 kg (side-by-side fridges, marble furniture, large potted plants, etc).
How can I pay for the service?

We accept cash, bank transfer, and debit/credit card payments. Please note that debit/credit card payments incur a 2% surcharge due to bank fees.

When do I need to pay?

We do not require any payment upfront meaning you only have to pay for the service when the job is completed and you are satisfied with the outcome.

Can you issue an invoice?

Yes, if you’d like to get an invoice, please email us on stating your name, company name, ABN, and address.


Is there a minimum time required for the service?

As we have defined our moving service in two categories (pick up & delivery and home removal), it depends on the service you book. Home removal is usually a more complicated job which has a requirement of 2 hours minimum, meanwhile pick up/delivery – 1 hour booking.

How do you calculate the price once the minimum time is reached?

Once the minimum time is reached, rates are charged in only half an hour increments.

How can I save money on my move?
  1. To make your move quicker and more cost-efficient we would recommend:
  2. Pack mindfully – make sure everything is boxed up and stacked neatly, do not make heaps of small bags or leave lose bits and pieces. Don’t overfill the boxes as they can fall apart putting your items at risk of damage, also is hard to carry and may require more removalists to move them. Don’t forget to pack heavy items first so they don’t crush lighter items or cause the box to tilt. Please ensure you label your boxes, so we know which room to place them in your new home.
  3. Disconnect appliances from the power and water supply prior to moving.
  4. Outside effects such as outdoor furniture, potted plants, garbage bins, lawnmowers, tools must be cleaned of all soil, grass, vegetation to comply with quarantine.
  5. Organise parking and access prior to the arrival for both pickup and drop off locations. Please book the loading dock and lift if applicable. Check the height clearance of the loading dock and email it to us.
  6. Check out weekday rates – in some cases, it may be cheaper to move on a weekday rather than a weekend.
How much stuff can you fit in your vehicle?

Our Mercedes Sprinter is a 2 tonne medium wheelbase high roof van. It can easily fit a room worth of stuff or a studio or a small 1 bedroom apartment.

We also provide 3 tonne and 3.5 tonne trucks for the bigger moving jobs like 2-3 bedroom apartment or house removal. Please get in touch for a quote.

Should I book a van or truck service?

An important thing to take into account is that larger trucks are not always better. Larger trucks take longer to load and pack (especially if you are only moving from an average-sized apartment) as everything takes a lot longer to secure and strap as opposed to a van where all your goods can be packed with minimal space for them to move around in transit. Our staff has undertaken hundreds of successful moves, so please get in touch and we will advise you accordingly.

How long will my move take?

We often get asked this golden question of moving. There are a number of factors that come into play when referring to the duration of your move including how prepared you are on the day, how much goods you’ve got, how well they are packed, what level you are on, are we using a lift solely for us or are we sharing, how far the van/truck is parked from the premises, weather conditions and also the distance between the premises you are moving from and to. If you wish to get an estimate on how long your move may take, please provide us with as many details as you can by sending an email on

Should I take care of the parking for your van/truck?

We would really appreciate it if you could organise parking for the movers so that access is the closest possible. Our van’s overall height is 2.6m, it fits in underground parking which has more than 2.7m clearance. Our trucks require 3.4m height clearance.

How will my furniture be protected during removal?

We have the required moving equipment (padded blankets, shrink wrap, bubble wrap, etc.) to keep your furniture safe during transit. However, to cover the unexpected, we recommend that you insure precious items with additional removals insurance.

What should I ideally do with the precious items?

We are more than happy to move your precious belongings such as antique items and original paintings and will put our best effort to make sure these do not get damaged. Even though we are confident in transporting your valuable belongings safely, we do recommend an additional household goods removal insurance for your personal belongings (check on CARTS Removals and Storage Insurance

Can you help me assemble my furniture or setup appliances?

For sure! Our team will bring professional tools and can help to take apart and put furniture back together, although it would be good if you could let us know prior to our arrival. We can help you not only assemble your bed or table but also can install your new washing machine or put your television on the wall. There is no extra charge for this service, it is just done on the hourly rate as part of the time it takes to complete the job.

How much in advance should I book the service?

As soon as you know you’ll be moving. The earlier you book, the better your chances of moving on the day and time you prefer.

Do you have insurance?

Yes, we are insured for Public and Product Liability for damage up to $10,000,000. Please note that according to Terms & Conditions, in case of any loss or damage our insurance covers $100.00 per item or $500 per move. For more information please read our Terms & Conditions.

Do you offer moving boxes?

We do! Instead of old fashioned cardboard boxes, we offer environmentally friendly plastic moving boxes which are sturdy, stack securely and have been purposely designed for moving. No need building or taping boxes, simply close the lid and you’re done. The strength of plastic boxes keeps your items more secure during the moving process. Also, they help so much when your moving day is rainy.. Interested? Read more.

How many boxes do I need to pack my apartment/house?

It’s not always easy to know exactly the amount of boxes you need to pack all your belongings. To help with that, we set up 4 packages you can refer to accordingly to the size of your property:

I - Studio Moving Package, suitable for studio, and includes 25 boxes, labels, and 1 dolly-skate.

II – 1 Bedroom Moving Package, suitable for 1 bedroom apartment, and includes 35 boxes, labels, and 1 dolly-skate.

III – 2 Bedroom Moving Package, suitable for 2 bedroom apartment, and includes 45 boxes, labels, and 2 dolly-skates.

IV – 3 Bedroom Moving Package, suitable for 3 bedroom apartment, and includes 60 boxes, labels, and 2 dolly-skates.

How does the delivery work?

Deliveries within Eastern Suburbs area are free if your order is over $100. Outside of the free delivery area, we add a small delivery fee $30-$50 depending on the location you are in.

Can I pick up the boxes myself?

Sure, you can pick the boxes up from our warehouse in Randwick.

What if I damage or lose a box?

It would be difficult to damage these strong plastic boxes, however, if it does happen we would assess the damage on individual bases. Any damaged or missing boxes will incur a replacement cost of $40.

Do you do packing?

YES! Our trained and professional packers will provide a stress-free experience that you can rest assured they will pack your items efficiently as if they were their own valuables.

How many packers do I need?

Generally each packer is able to pack or unpack 3-5 boxes per hour. You can decide if you’d like everything done or just need a fixed amount of time for us to help you. The majority of clients choose to book a fixed number of hours and then extend their booking if needed.

When is the most suitable time to unpack?

We recommend unpacking in the morning after your move-in date. We do not recommend unpacking on the same day as your move. This will ensure all your goods have arrived and the unpackers and movers are not in each others’ way.

Can you help me with storage?

We can! While we’re cooperating with the experts in self-storage, mobile storage, and warehousing, we are able to offer you flexible storage service for you to choose from. Read more here.

What size storage unit should I hire?

Flexible options are available for you to choose from. To give you an idea, if you have a few items of furniture or a studio worth of stuff, we’d recommend hiring space up to 10 m3. If you wish to store your 1-2 bedroom apartment, you should consider hiring 15-20 10 m3 size storage unit.

When can I access my unit?

You can access your unit 7 days a week from 7am to 7pm.

When do I need to pay for my storage?

As the minimum rental period is one month, it shall be paid upfront before placing your items into the storage unit. When you make a reservation we charge a fee that goes towards your first month of storage. Don’t be scared, you are not locked into a contract, so you can move in or out whenever you want! Our storage units are rented on a month to month basis – the easiest way to make your ongoing monthly payment is to provide your card details for automatic monthly payments.

Is it safe to store my goods in the storage?

Our partners’ facilities offer state-of-the-art security with 24/7 CCTV, ground security patrols and restricted access, meaning your valuables are safe and secure at all times.

Why do you call yourself Boutique Removals Company?

That’s a really good question! Because the word ‘boutique’ describes us so well! VANMATES is a small family owned and run company that provides individualized services with a holistic perspective to the customer. We have never been only removalists! Personal approach, specialize in small moves, premium quality customer service – this is what we focus on. Quality over quantity ALWAYS!


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