FAQ & Help Center

Most asked questions

Can I adjust my order after booking (general order data / moving good list / additional services)? If so, until when?

Of course you can also adjust your booking afterwards. Since we plan our moves on a long-term basis and reserve corresponding routes and capacities for you, changes to your order are only possible if the move date is at least 15 days in the future at the time of the change. Additional costs may arise due to order changes.

Can I change my moving date? If so, until when?

Yes, it is possible to change the date of the move after the contract has been concluded, if the move date at the time of the change is at least 15 days in the future and the new move date is not within the next 15 days (from the time of the change). The price for the change of the moving date is CHF 49.00. If the moving date is 15 days or below at the time of the change, unfortunately no change of the moving date is possible.

Please note that the price may increase or decrease according to the season, as indicated in the list of prices and services.

Which partner carries out the move?

Movinga selects the right partner for you from our tested partner network. You will receive the contact details of your moving partner at least 48 hours before your move.

How is the walking distance calculated?

The walking distance is the distance between the parking lot of the moving truck and your front door / warehouse entrance. Courtyards, backyards, gardens and the similar must be taken into account in the calculation. Please inform us of any special features that you notice at the place where you move out or move in. Please also inform us if anything changes in the planned route before the move, e.g. due to a construction site. In this way you can ensure that we can prepare your move in the best possible way.

Which furniture must be disassembled for the move?

Furniture that is too big, too heavy or too bulky to be transported in one piece must be disassembled. The same applies to objects that cannot be transported safely in their assembled state. You do not know for sure whether this is the case? Here are a few questions that may help: Does the furniture not fit through all the doors, corridors and hallways? Are there narrow corners and staircases that need to be overcome? Is the item heavier than 80 kg? Is the item very high or wide? If you answered yes to any of these questions, the item will probably need to be disassembled. Still insecure? Please contact our customer service. We will be happy to advise you.

Does Movinga disassemble my furniture or do I have to do that?

You are welcome to ask us to disassemble or assemble your furniture for an additional charge. Please note that we only assemble furniture if we have also disassembled it before. Would you like to do the dismantling and assembly yourself? Then please make sure that all furniture to be disassembled is already disassembled when our partner arrives at your home.

Is it possible for Movinga to pack my moving boxes?

Movinga will pack your moving boxes if you have instructed us to do so at the time of booking. Please refer to your order confirmation for details. You are welcome to entrust us with the packing and unpacking of your moving boxes up to 15 days before the moving date. Please contact our customer service and we will prepare an appropriate offer for you.

How many moving boxes do I need?

The number of boxes required for a move can vary greatly. Therefore, we cannot make a general statement about how many boxes you will need. As a rough calculation aid, you can assume the following quantities: 30 boxes for a single household. For each additional person 20 to 25 extra boxes. For each additional baby or toddler 10 extra boxes. Minimalists probably need a little less, collectors sometimes need considerably more boxes.

I have ordered boxes, where is my delivery?

As soon as your order has been shipped, you will receive an e-mail from our shipping service provider with information about the shipping status. If you have not received an e-mail, please contact Movinga.

When do I need a no no-parking zone ?

No-parking zones help to ensure a comfortable and smooth process of your move. In some places, parking without a no-parking zone is not even possible. Therefore, please make sure to check the local conditions at the place where you are moving out and at the place where you are moving in. If you have not requested a no-parking zone, it is your responsibility to provide a parking space for our partner during the move. This parking space must not be further away from the place of move-out / move-in than the route you have indicated.

When does my move start?

Of course you can indicate at the time of booking at which time you would like to move. However, we recommend that you keep the whole day free, as delays may occur depending on the traffic situation and/or unforeseen circumstances.

Who do I contact if I have questions on the day of the move?

On the day of the move, our customer service will be available for you at +41 (0)31 5602954.

Frequently asked questions

Order & order changes

Can I adjust my order after booking (general order data / moving good list / additional services)? If so, until when?

Of course you can also adjust your booking afterwards. Since we plan our moves on a long-term basis and reserve corresponding routes and capacities for you, changes to your order are only possible if the move date is at least 15 days in the future at the time of the change. Additional costs may arise due to order changes.

Who do I contact for changes to my order?

For all changes concerning your move, please contact our customer service. Changes to your order can result in additional costs.

Can I get a copy of my moving goods list?

You have received your moving goods list together with your order confirmation. Alternatively, our customer service will send you your moving goods list again via e-mail.

Can I change my moving date? If so, until when?

Yes, it is possible to change the date of the move after the contract has been concluded, if the move date at the time of the change is at least 15 days in the future and the new move date is not within the next 15 days (from the time of the change). The price for the change of the moving date is CHF 49.00. If the moving date is 15 days or below at the time of the change, unfortunately no change of the moving date is possible.

Please note that the price may increase or decrease according to the season, as indicated in the list of prices and services.

Partner company

Which partner carries out the move?

Movinga selects the right partner for you from our tested partner network. You will receive the contact details of your moving partner at least 48 hours before your move.

How many moving helpers carry out the move?

The number of moving helpers required for your move depends largely on which services you have booked. Influencing factors are for example the volume of the move, the distance between the move-out location and the move-in location, and additional services that have been booked. In consultation with our partner, we decide how many moving helpers we assign for your move. An exact number of moving helpers is not part of your order.

Where is the partner company located?

We have moving partners throughout Switzerland. Depending on the order, route and availability, we select the right partner for your move. This means that the location where the partner comes to you from can vary.

How can I contact the moving company?

We are glad to help you! In principle, Movinga customer service is your contact for all questions regarding your move. We will forward all necessary information or queries to our partners. And we ensure that any changes to your order are properly documented. So you will be always on the safe side. In individual cases it may also be helpful to contact the partner directly on the day of your move. For example, if the route to your home is particularly difficult or hard to find. Please point out these cases to our customer service. We will then be happy to send you the contact details of your moving partner.

Preparing for the move

How is the walking distance calculated?

The walking distance is the distance between the parking lot of the moving truck and your front door / warehouse entrance. Courtyards, backyards, gardens and the similar must be taken into account in the calculation. Please inform us of any special features that you notice at the place where you move out or move in. Please also inform us if anything changes in the planned route before the move, e.g. due to a construction site. In this way you can ensure that we can prepare your move in the best possible way.

Which furniture must be disassembled for the move?

Furniture that is too big, too heavy or too bulky to be transported in one piece must be disassembled. The same applies to objects that cannot be transported safely in their assembled state. You do not know for sure whether this is the case? Here are a few questions that may help: Does the furniture not fit through all the doors, corridors and hallways? Are there narrow corners and staircases that need to be overcome? Is the item heavier than 80 kg? Is the item very high or wide? If you answered yes to any of these questions, the item will probably need to be disassembled. Still insecure? Please contact our customer service. We will be happy to advise you.

Does Movinga disassemble my furniture or do I have to do that?

You are welcome to ask us to disassemble or assemble your furniture for an additional charge. Please note that we only assemble furniture if we have also disassembled it before. Would you like to do the dismantling and assembly yourself? Then please make sure that all furniture to be disassembled is already disassembled when our partner arrives at your home.

Is it possible for Movinga to pack my moving boxes?

Movinga will pack your moving boxes if you have instructed us to do so at the time of booking. Please refer to your order confirmation for details. You are welcome to entrust us with the packing and unpacking of your moving boxes up to 15 days before the moving date. Please contact our customer service and we will prepare an appropriate offer for you.

Moving boxes & packing material

When are the moving boxes / packing materials delivered?

You can choose the desired delivery date of the removal boxes and packing materials when you place your order. After your shipment has left the warehouse, it usually takes up to 5 working days for it to arrive at your door.

How many moving boxes do I need?

The number of boxes required for a move can vary greatly. Therefore, we cannot make a general statement about how many boxes you will need. As a rough calculation aid, you can assume the following quantities: 30 boxes for a single household. For each additional person 20 to 25 extra boxes. For each additional baby or toddler 10 extra boxes. Minimalists probably need a little less, collectors sometimes need considerably more boxes.

What kind of packaging materials does Movinga offer?

We offer various packaging materials. These include moving boxes, clothing boxes, book boxes, bubble wrap or tissue paper. Contact our customer service, we will be happy to advise you!

How big are the moving boxes?

Moving boxes
Book boxes
Clothes boxes
Picture boxes

58 cm x 32 cm x 33 cm

42 cm x 34 cm x 34 cm

60 cm x 51 cm x 135 cm

91 cm x 122 x 7 cm

Can I add/remove boxes / packing materials after booking? If so, until when?

In principle, you can also add packaging materials after your booking. However, we need enough lead time to send the materials. As a rule, you should allow about 10 days for this. As long as the packaging materials have not been shipped, you can always change your order.

I have ordered boxes, where is my delivery?

As soon as your order has been shipped, you will receive an e-mail from our shipping service provider with information about the shipping status. If you have not received an e-mail, please contact Movinga.

No-parking zones

When do I need a no no-parking zone ?

No-parking zones help to ensure a comfortable and smooth process of your move. In some places, parking without a no-parking zone is not even possible. Therefore, please make sure to check the local conditions at the place where you are moving out and at the place where you are moving in. If you have not requested a no-parking zone, it is your responsibility to provide a parking space for our partner during the move. This parking space must not be further away from the place of move-out / move-in than the route you have indicated.

How does the installation of a no-parking zone work?

You can easily book a no-parking zone via Movinga. We will organise this no-parking zone for you and on the day of the move we will block a corresponding area in front of your moving in or moving out address. We will also make sure that the no-parking signs will be collected again. Alternatively, you can take care of the application for a no-parking zone yourself. The responsibilities for this vary from city to city. Please enquire in your municipality about the responsible contact person.

How much does it cost to install a no-parking zone?

The prices for no-parking zones vary throughout Switzerland. To find out the exact price of the no-parking zone at your move-in or move-out address, please contact your personal moving consultant.

When will the no-parking zone be installed?

Usually the no-parking signs are put up about 2 days before your move.

Can I add / remove a no-parking zone after booking? If so, until when?

You are welcome to add a no-parking zone even after you have booked your move. Depending on the competent authority, at least 14 days' notice is required for the application and approval of the no-parking zone. Therefore, please inform us of your request in time before you move. Once a no-parking zone has been booked, you cannot cancel it.

On the moving day

When does my move start?

Of course you can indicate at the time of booking at which time you would like to move. However, we recommend that you keep the whole day free, as delays may occur depending on the traffic situation and/or unforeseen circumstances.

How long will my move take?

How long your move will take depends on a number of factors. Here are some of them: How much volume do we transport for you? How far apart are the move-out address and move-in address? Have you booked additional services? What is the volume of traffic? Therefore, we are unfortunately unable to provide you with exact details of the duration of the move.

Who do I contact if I have questions on the day of the move?

On the day of the move, our customer service will be available for you at +41 (0)31 5602954.

Who do I contact if the movers are delayed?

We are dependent on traffic. Therefore please allow 15 minutes for our partners in case you are late. If the movers are still not there, please contact our customer service. You can reach us at the telephone number +41 (0)31 5602954. We will clarify for you as soon as possible why the partner has not yet arrived on site.

What happens if I want to take advantage of more services on the day of the move than specified in the order?

We would like to provide you with a stress-free move. This also includes finding a pragmatic and cost-effective solution for unforeseen developments on the day of the move. If, for example, we should transport more for you on the day of the move than we have initially should have had, we try to make this possible. In many cases, however, it will not be possible to extend your order on the day of the move. This is because we plan our capacities in such a way that we can offer you the best possible moving price. In any case, there will be an extra charge for the extension of your order. It can sometimes be considerably higher than if you change your order before the actual move. Therefore we ask you to check the completeness of your order again after booking and to inform us as early as possible about any change requests.

What is the proof of service for?

On the day of the move, our partner will present you with the proof of service. Please fill it out with the partner and sign it together. The performance proof serves to document the services provided by our partner. It can also be used to document any previous damage or new damage. The proof of service has probative value and is therefore for your protection.

Can I pay cash for changes to my order on the day of the move?

Changes to your order, even if they are exceptionally made on the day of the move, you always pay after receiving your invoice. Our partner companies are instructed not to accept cash for additional services from you on the day of the move.

Invoice

How do I receive my invoice?

The invoice for your move will be sent to you by e-mail for the sake of the environment. For the sending we use the e-mail address you used for your request for quotation or your booking. If you can no longer find your invoice, please contact customer service. We will be happy to send you the invoice again.

When do I receive my invoice?

You will automatically receive the invoice for your move by e-mail two days after you move out.

Can I change my invoice address?

Please contact customer service to change your billing address after booking.

Can I change the invoice address for my order?

If, after booking, you provide a statement of cost absorption, e.g. from your employer, health insurance company or a public authority, our customer service will be happy to change the invoice recipient for your order with Movinga.

Payment

What payment methods does Movinga offer?

Movinga offers the following payment options for Swiss clients:

Payment by credit card
Payment by PayPal
Payment by invoice (Klarna)
Payment in advance (bank transfer, immediately)

Not all payment methods are available for all bookings. If you have any questions about payment options, please feel free to contact our customer service at any time.

Can I pay in instalments?

Movinga unfortunately does not offer payment by instalments.

When must the payment be made?

Your payment term depends on the chosen payment method. You will be informed about the respective payment method during the booking process.

How do I contact Klarna customer service?

You can reach the customer service of our cooperation partner Klarna via this link: https://www.klarna.com/en-ch/contact/

How do I contact PayPal customer service?

You can reach the customer service of PayPal via this link: https://www.paypal.com/ch/selfhelp/home

Cancellation

What does the cancellation of an already booked move cost?

For the cancellation of your order after conclusion of the contract, but at least 15 days before the agreed removal date, a cancellation fee of 20% of the agreed remuneration will be charged. For the cancellation of your order later than 15 days, but at least 8 days before the agreed removal date, a cancellation fee of 50 % of the agreed remuneration will be charged. For the cancellation of your order later than 7 days before the agreed removal date, a cancellation fee of 100% of the agreed remuneration will be charged.

Insurance and liability

What is covered by the optional moving insurance?

The optional move insurance covers moving goods and personal effects, including - if necessary Antiques, works of art, private cars, motorcycles, water sports vehicles or similar.

How high is Movinga's liability?

Movinga is only liable for deliberate damage or damage caused by gross negligence. However, only if Movinga fails to prove that all due care required by the circumstances was taken to prevent damage of this nature or that the damage would also have occurred had such care been taken.

Movinga's liability for damage to or loss of the removal goods is limited to the value of the goods concerned, the time value of which is decisive. If the item is still usable, Movinga's liability shall in any event be limited to the costs of any possible repair or compensation for depreciation, to the exclusion of any compensation.

Any liability of Movinga for damage caused by delay is limited to the amount of the removal price.

In total and irrespective of the legal grounds, any liability of Movinga is limited to a maximum of CHF 25'000.00.

Movinga offers the customer optional moving insurance. The customer's moving goods are insured as far as possible at replacement value. The sum insured amounts to CHF 250'000.

Can I add the optional moving insurance after booking my move?

No, the optional moving insurance must be selected when the booking is made. A subsequent addition is not possible.

Damage report

What are the deadlines for reporting damage claims?

After the move, the claim must always be made in text form and must describe the damage or services not provided sufficiently clearly. Take advantage of this opportunity and record the damages on the service statement on the day of the move.

The following deadlines for reporting damage apply from the date of delivery:
Externally recognizable damages: 1 day
Externally not visible damage: 3 days
Damage caused by delay must be reported immediately to Movinga in text form and must be adequately documented.

Something went wrong during my move. How do I report a damage?

Damage to moving goods or buildings:

Please submit your damage report directly to our insurer, Oskar Schunck GmbH & Co. KG. For this purpose, we will provide you with a personalised service link directly after booking. The link will be provided to you in a separate e-mail with the subject ""Your move is insured"" after you have booked your move.

Missing services and other complaints:

Please send an e-mail to claim@movinga.ch. The Movinga customer service will contact you as soon as possible after receiving your message.

Is a report of damage on the proof of service sufficient?

No. Damages must be reported directly via the personalized service link within the reporting deadlines.

I have reported a claim to the insurance company, where can I inquire about the processing status?

You can inquire about the processing status of your claim at any time using the same service link you used to report your claim.

*For all other questions please contact our customer service: service@movinga.ch