FREQUENTLY ASKED QUESTIONS
How long in advance should I contact you to organize my move? +
It is advisable you give us 1 month's notice to plan the move without haste or setbacks. The more time we have, the better we can organize the whole process: the inspection visit, the removal dates, the delivery of boxes for packing, obtaining permits to work on public thoroughfares, taking out optional insurance, etc.
How can I pay for my removal? Do you require a down payment? +
Payment can be made by Bank Transfer or by Charge Authorization on your credit card (VISA or MASTERCARD). It is also possible to pay in cash on the day of the service. Usually, no down payment is needed but, in exceptional cases and in the peak season, we may ask for one to guarantee the team's booking for the move.
What type of insurance is included in my removal estimate? +
The general transportation insurances, according to the general conditions of our LOTT policy and the Civil Liability insurance, which is necessary in case of an incident with a third party, whether in the home, the building where the removal is done or on the public thoroughfare. We can show the corresponding certificate for each policy upon request when you arrange the removal. Comprehensive insurance without an excess is optional, and is not included in the estimate. We'll inform you, with no obligation, on how to take out this individual policy for your move and your most valuable items.
How long does a removal for an individual take? +
For a local removal, the usual time is one or two full working days, if we pack the content and decoration. If the removal is within Spain or across Europe by land, the time will vary according to the distance and the transport necessary until your destination. If your move is international by sea, the whole process from beginning to end can take up to one-and-a-half months. This is not true of air shipping, which may reach its destination in 1 or 2 weeks, door to door.
Do I have to be present on the day of my removal? +
In local removals it's not essential to be there all day, though you must be there to receive our team and at the end of the service. In international removals, it is common for the owner of the belongings being moved to be traveling. In that case, another person of your choosing can receive us and handle the removal. We have a key collection service in which a member of Diagonal's staff will be responsible for coordinating the removal pick-up in your absence.
Can I buy packing material for my move? +
For customers who don't want to use our removal service, we sell all kinds of material so you can do your removal yourself. Contact us for prices. For Diagonal customers, if you want to pack the contents (boxes) yourselves, the packaging material and its delivery are always included in our quotes.
Where can I leave the belongings I'm moving if I don't yet have my new home? +
Our company has its own warehouse - furniture repository, with 24 hour security and insurance against theft and fire, to store our customers' goods temporarily or indefinitely.
Can I deposit the items from an office move in your furniture repository? +
Our warehouse is available temporarily and indefinitely to keep and have custody of files and documentation, office furniture and computer and work equipment.
Who contracts the furniture repository service? +
The following are some of the varied situations in which our customers need the furniture repository service: A national or international removal (transport or storage time of the removal until you are resident in the new city or country); awaiting receipt of the keys for the new house; due to comprehensive or partial refurbishment of your usual residence; the customer having a long holiday before they return to their usual residence; transfer to a new city or country due to work for a fixed period; sale of second house and the need to hand over the keys to the new owner; clearing out a house due to an inheritance and until you decide what to do with the belongings of the late family member...and many more.
How is the furniture repository price calculated? +
The price of the furniture repository depends on the stored volume (m3) and it is paid monthly. Our salesperson will advise you on the volume you have with no obligation.
Do I have to pay taxes if my move is international? +
Removals are considered transport of used personal items and are therefore exempt from tax in imports to Spain from a country outside the EU, after submitting documentation along with the items being moved. It is important that the removals company provides the customer with accurate information to prevent setbacks and unnecessary costs in the destination company.
How is documentation packed and transported during an office move? +
A person from the Diagonal team will be in sole charge of properly packing the company's documentation, inventorying it and placing it at its new location in an orderly fashion, as it was in its original location.