1. CAN I CUSTOMIZE MY ORDER AFTER BOOKING? IF YES, UNTIL WHEN?
Of course, you can also adjust your booking later. Since we plan our moves long-term and reserve appropriate routes and capacities for you, changes to your order (without extra costs and surcharges) are only possible up to 14 days before the order date.
Order changes that are made at short notice may result in additional costs.
2. WHO DOES THE MOVE?
We generally carry out the removals with our own staff. If there is excess capacity, we may send you partners from our verified partner network.
3. HOW IS THE ROUTE CALCULATED?
The walking distance is calculated from the parking lot to the first house entrance/warehouse entrance door. It corresponds to the standard if we assume a walking distance of 20 meters. If the walking distance is longer than 20 meters, please let us know so that we can prepare accordingly.
For longer distances, it depends on the condition of the ground and whether trolleys can be used.
4. WHAT FURNITURE NEEDS TO BE DISASSEMBLED?
Furniture that is too big, too heavy or too bulky to transport in one go must be dismantled. Likewise, items that cannot be transported safely when assembled. Not sure if this is the case? Here are a few questions that may help:
Does the piece of furniture perhaps not fit through all doors, hallways and corridors? Are there tight corners and stairwells that need to be negotiated? Is the item heavier than 80 kg? Is the object very high or wide? If you answered yes to any of the questions, the item probably needs to be dismantled.
5. WILL MÜLLER & MÜNCH DISMANTLE MY FURNITURE OR DO I HAVE TO DO THAT?
You can commission us to dismantle or assemble your furniture for an additional charge. Please note that we only assemble furniture if we have dismantled it first. Would you like to carry out the dismantling and assembly yourself? Then please make sure that all furniture to be dismantled has already been dismantled when we arrive at your location on moving day.
6. HOW IS MY MOVING GOODS INSURED?
Every order is insured by us with liability insurance (for damage that may occur when removal from the apartment, such as on the floor or walls) and transport insurance (this is insurance that covers the damage incurred in the event of transport damage).
Ask our customer service for a policy, which we will of course send you with our offer.
7. HOW MANY MOVING BOXES DO I NEED?
The number of moving boxes required varies greatly from household to household. As a rough calculation guide, assume about 0.75 – 1 box per m2 of living space in your current apartment.
8. WHEN DO I NEED A NO-STANDING ZONE?
No-parking zones, or HVZ for short, help make your move more comfortable and safer. In some places, parking is not possible without a no-parking zone. Please be sure to check the local conditions at the place where you are moving out and 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 must not be further away from the move-out/move-in location than the route you specified.
9. WHEN DOES MY MOVE START?
Unless otherwise agreed, we usually start loading the belongings in the morning between 8 and 10 a.m. We will contact you 2-3 days before the move and then discuss the exact details with you. Unfortunately, we cannot provide an exact arrival time to the minute as it also depends to a certain extent on the traffic conditions. In principle, however, you can query the status of the vehicles at any time by calling customer service.
10. IS IT POSSIBLE FOR MÜLLER & MÜNCH TO PACK MY MOVING BOXES?
Yes, this is generally possible as long as you instruct us to do it at least 2 weeks before the move. This is a special service. Please contact our customer service so that we can make you an appropriate offer.
11. WHAT DO I DO IN CASE OF DAMAGE?
When loading, we check your removal goods and certain removal goods are photographed (without informing you). Upon delivery, you must check your removal goods for damage and report any damage directly upon delivery to customer service and/or processing. Further instructions from our team will then be given directly over the phone.
12. HOW DO I PAY MY FREIGHT COSTS?
These conditions are individual, but must always be set out in writing before placing the order and moving.
IF YOU HAVE ANY FURTHER QUESTIONS, PLEASE CONTACT OUR CUSTOMER SERVICE BY EMAIL OR TELEPHONE
UPDATED ON 01/01/2022
