Frequently asked questions

1. Contact & survey

Why are surveys necessary?

Surveys help us to assess the volume of your shipment (the price will be based mostly on the volume), but they also give you the chance to discuss particular concerns with an expert. If we know the conditions of your household in advance (eg. what floor you live on), it will make for a much faster and more efficient moving day.

How much does the pre-move survey cost?

Nothing! Our pre-move surveys are free of charge.

What does the pre-move survey involve?

During the pre-move survey, a surveyor will visit your home to assess the volume of the belongings you will be moving. During their visit, they will also answer any questions you have about the moving process, packing dates, insurance options and anything else on your mind.

2. Offer & quotation

How do you determine the price of my move?

The cost of your move will be based on the estimated volume of your goods, the distance they need to travel, and the transportation method chosen.

Is insurance included in the quotation?

No. Insurance will be arranged separately, and you are more than welcome to discuss the process with your move coordinator.

3. Planning

Who would be my point of contact during the move?

When you book your move with us, we provide you with your own dedicated experienced Move Coordinator who will work with you, managing the entire removals process and ensuring you are fully informed every step of the way.

What happens when I move more volume (or less) than determined in the pre-move survey?

We can accommodate any change you may need to make. The final invoice will reflect any changes in volume that have been made.

4. Packing

Can I pack my own things?

Yes, but we advise that you stick to personal effects such as clothing and books, and leave the more complicated things (like furniture and fragile items) to the experts. Be aware that owner-packed goods may not be approved for insurance cover, and that if you pack yourself you will nonetheless need to leave the boxes open so that we can check they are packed correctly and then add their contents to your inventory. Again, for insurance reasons, all items must be included on the inventory.

Can Gosselin deliver boxes and packing materials prior to the move?

Yes, we can certainly deliver boxes and packing materials. 

How do I know how many boxes I will need?

Your move coordinator will have a good idea of the volume of your shipment, and can organize to send the requisite amount.

5. Moving day

What time do the crew start and finish?

The crew will arrive at your home at approximately 9am (traffic dependent) and work throughout the day. Typically, our crews will be finished by 4pm, depending on the volume of your possessions to be packed.

Do I need to be at the property all day while the crew are there?

You will need to be at home to let the crew into your property; upon their arrival, you are free to leave and come back at the end of the day to secure the property and complete all relevant paperwork.

How many crew members will pack my shipment?

We prepare for each move on a case by case basis; crew members and additional resources will be allocated based on the volume of your move, type of shipment, and if you have any additional special requirements.

Can I stay in my property during the packing?

Yes; if you make us aware you will still be living in your property, our crews will leave all your essential items and pack them on the final day.

6. Transport & delivery

Is customs clearance included in your quotation?

Yes - normal customs clearance is included in our quotation, however the following is excluded: customs duties, taxes and/or handling charges due to public health and quarantine issues. Additional customs inspections, examination fees, security screening or related security costs. Our teams are on hand to advise you through the intricacies of each of these processes.

How long does customs clearance take?

This is completely dependent on each country and our teams will talk you through the process for your required destination.

What happens if the volume increases / decreases?

Our teams are flexible and can accommodate accordingly. In terms of final payment, our invoice will be adjusted to reflect the changes in volume.

How will my goods be shipped?

The method of shipment will entirely depend on where you are going, and how urgent your move is. For further-flung locations goods will usually go by sea, whereas if goods are required quickly they will go by air. Whatever the method, your move coordinator will inform you in advance, and keep you up-to-date throughout the shipment.

How do I know when my goods will be delivered?

You will be given a projected delivery date from the outset, but your move coordinator will continually monitor your shipment, and will inform you of any changes in delivery date.

7. Unpacking

Do you unpack my goods for me in my new home?

Certainly! We can take the burden out of your hands, unpacking all of your goods and reassembling furniture into their specified rooms. Don’t forget that we also have Handyman and Concierge services to upgrade the unpacking, with maids available to help with clothing and kitchenware, electricians for lighting and installation specialists for everything from IT systems to waterbeds.

8. Client satisfaction

What do I do if I want to give a compliment, or make a complaint?

Your first port of call will always remain your dedicated move coordinator. If you would like to praise a particular member of staff for a job well done, or register a complaint, simply contact your move coordinator and he/she will handle your comments, or transfer you to the necessary member of staff.

Do you have a client satisfaction survey?

Yes. After your move, you will be provided with a client satisfaction survey where you can rate the service you received, and make any comments. We appreciate all feedback, positive and negative, as it helps us to better understand the needs of our clients, and continually improve our performance.

9. Insurance

What happens if something is damaged in transit?

Gosselin has a very low rate of in-transit damage, but should an ‘act of God’ befall your shipment, simply get in touch with your move coordinator (in writing) within 7 days of receiving the damaged item. They will connect you with one of our Insurance Claims handlers, who will discuss the damage with you and talk you through the claims process.

Is insurance included in your quotation?

No. Insurance will be arranged separately, and you are more than welcome to discuss the process with your move coordinator.

Is there a limit for making a claim for damaged / lost items?

Our current policy sets a limit of 7 days to initiate a claim for a damaged/lost item. However, since our insurance policy is updated from time-to-time, you should consult the insurance terms and conditions to be sure of the timing.

Want to know more about insurance?

Check our dedicated webpage on the insurance of your international move.