Customer Service

Frequently asked questions

As of July 1, 2016 there is an international legislation in force concerning the SOLAS Convention (Safety Of Life At Sea). This includes the requirement to weigh an empty and full container in order to provide a Verified Gross Mass (VGM). Without this VGM, a shipping company will not authorize the loading of the container.
For these additional activities, separate costs will be charged.

We always do our best to describe as clearly as possible which activities are included and which are not included. It is sometimes difficult to describe the specific work as well as the costs of third parties, e.g. port charges in the destination country.
We therefore advise you to ask us if anything is unclear so we can provide an explanation about the uncertainties.

 

Our offer is valid for a period of up to 3 months. Due to varying external costs, it is not possible to make price agreements for a longer period of time. External costs such as charges from suppliers and container ship prices may change. Our offer may then be subject to change depending on rising costs such as these or currency fluctuations.


There are several reasons why prices may differ. For clear comparison, we specify our offer to give you an honest and transparent estimate of the costs. Some movers charge fixed costs such as SOLAS, surcharges, etc. and others do not. It might also be the case that specific costs at the destination are not included in the quotation by other movers. At Voerman, if there are additional costs, we always inform you in advance.

Due to our years of experience, we can handle a maximum deviation of ten percent between the estimated and actual volume. In the unlikely event that the actual volume exceeds that percentage, an appropriate solution will be provided in consultation with the relocation coordinator.

A regular certified moving company offers excellent national and local service but special certifications and strict policy adherence is necessary for internationally recognized moving companies.
A professional and reliable international moving company needs to have a FIDI membership which confirms that the provider has experience with international removals. The FIDI membership is linked to FAIM or FAIM ISO quality assurance, which provides an additional guarantee to you as a customer.

Your relocation coordinator is happy to assist you with any questions you may have about your move. We know that many people are unfamiliar with the moving process; our professional relocation coordinators have the expertise to answer all your questions. You are in good hands at Voerman!

 

We take care of your move in accordance with the FIDI Terms and Conditions with which we serve your interest and those of our supplier. Via this link you can view the conditions.

Please click here for the link to the Terms and Conditions.

This does not need to present any problems. At Voerman, we can temporarily store your goods until your new home is ready. The goods are in a climatized storage facility and are securely sealed and guarded. Please consult the relocation coordinator about the possibilities.

Via your personal portal, you can follow your goods 24/7. You can log in and see on the status page when your goods will leave and when they will arrive.

If you move outside of the EEC, we are legally obliged to make and submit an export declaration form to the customs agency when exporting your goods. Also for entry into the destination country, local customs regulations apply. Please note that each country has its own import regulations with its own rules and laws. You are allowed to bring your personal belongings, but in some countries goods must have been in use and in your possession for at least six months. Regulations and time periods vary per country.
Prior to your move, our relocation coordinators can determine which regulations are applicable and advise you accordingly.

Depending on the agreed service and volume that needs to be moved, packing may take several hours or several days. The relocation coordinator will discuss this in advance with you so that you are optimally prepared for the move.

Try to make a realistic time plan. Moving takes time and certainly an international move will require the appropriate duration for transport, also depending on the shipping option (ship, truck, airplane). You will need to organize a lot of things. It will be useful if you already know which goods need to move and which goods can be left behind.
We advise you to refer to the checklist so you do not forget anything.

 

It is important that you submit the date of departure as soon as possible. If you inform us at least two months in advance, it is quite certain that we can move your goods on your requested dates. However, please keep in mind that in the moving industry there is a high season. This is from May until September. During this period, days and time slots are more likely to book up quickly. Ask your relocation coordinator for the possibilities

We advise you to leave the packing of the goods to Voerman. Your goods are not completely insured if you pack them yourself. Additionally, our professional movers pack faster and more efficiently, due to their training and years of experience.
If you decide to pack or sort out certain goods yourself, always leave the boxes open so the crew can check everything before final departure.

Your goods are not automatically insured. Insurance must always be arranged separately. A good and reliable international mover always offers you an all-risk insurance. The cost of such insurance is calculated based on the value of the goods and the removal costs.

Please be aware of the policy terms so that you know exactly which goods are not insured (plants, food, etc. can’t be guaranteed). Jewelry, money and money-valued documents must be insured separately and are subject to differing premiums. Ask your relocation coordinator for more information about the insurance of your goods.

I still have more questions...

And that's OK! Shipping your personal belongings is definitely not your day-to-day activity. Feel free to contact our specialists any day. They will be happy to assist you.

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