Dans Mon Box customer FAQ: payments, codes, alarm, moving out

The first boxes are in. The garage can breathe again, the living room has its space back. Then, a few days later, the questions start: when does the payment go out, what should you do when a voice asks for your code in the corridor, how do you move to a bigger storage unit when this one is filling up faster than planned? These are the ones we hear most often on the phone, whether you store with us at Les Arènes, Les Pontots or Anglet. We have gathered them here, with short answers. Bookmark this page: it may save you a call now and then.

Paying, month after month

When is my payment taken?

Rent is paid at the start of the month, by SEPA direct debit, between the 5th and the 12th. If you took the insurance offered by Dans Mon Box, it is also billed every month. There is nothing for you to do, except make sure the account has enough funds on those dates.

What if a direct debit bounces?

A rejected payment costs 20 euros in fees. If the unpaid amount runs past 15 days, 10% in penalties are added. Can you see a tight month coming, or has a payment just been rejected? Call us straight away. It's better to talk about it before the fees add up.

Changing size, reviewing your insurance

My unit is too small (or too big)

It happens all the time, and it is built in: switching storage units during your rental is free, whether you go bigger or smaller. The renovation drags on, the house sale takes longer than expected, or, on the contrary, you have had a real declutter and half the space sits empty. Before you call, take two minutes to recalculate the volume you need: you will know which size to ask for, and the team will check with you what is available.

A couple from Anglet had taken a small unit at our facility on avenue Marcel Dassault while they sold their flat. The purchase of their new house was delayed, and the boxes kept coming. One phone call, a larger unit free in the same ground-floor building, and the transfer was done at no cost, trolleys included.

What does the insurance cover, and can I change it?

Insurance is compulsory, with cover of at least 5,000 euros. Two options:

your own policy, for example your home insurance, if it covers belongings kept in the storage unit;
the insurance Dans Mon Box takes out for you, billed monthly: €15/month for €5,000, €25/month for €10,000, €35/month for €15,000, €45/month for €30,000.

Added grandma's sideboard, or does your insurer now cover the unit? Let the team know, and they will tell you how to change your option or your level of cover. A tip: estimate the value of what is stored today, not what it was worth the day you moved in.

Access code, alarm and opening hours

Will my code change?

No. The code you receive when you sign is personal and permanent: the same one every visit, on every keypad in the facility.

I have forgotten my code

Call 05 24 33 05 04. If nobody picks up, leave a message: we will call you back.

A voice asks for my code, or the alarm goes off

No need to worry. Enter your code on any keypad in the facility, whichever is closest. The system asks for it again from time to time: together with CCTV, this is what keeps the building under control. To leave, the button next to the door is all you need. Just make sure you keep to the facility's opening hours.

Can I give my code to a friend or relative?

No. The code is strictly personal and sharing a storage unit is not allowed. The rule protects everyone: everybody knows who comes into the facility, you and your corridor neighbours alike. Your unit, meanwhile, is locked with your own padlock, at all three facilities. No padlock to hand? The shop at Les Arènes sells them, with a key or a combination.

When can I come?

Bayonne Les Arènes: 24/7. Vehicles come in via impasse de la Faïencerie, not chemin de Sabalce.
Anglet and Bayonne Les Pontots: 6 am to 10 pm, every day including Sundays, with an unloading area right outside the door.
Office: at Les Arènes only, Tuesday to Saturday, 9:30 am to 12:30 pm and 2 pm to 6 pm. On public holidays the office is closed, but access to the units stays open.

Addresses and directions: head to the page listing our storage facilities.

What am I not allowed to store?

Weapons and ammunition, chemicals or hazardous products, perishable food, animals, motor vehicles, appliances that are switched on. A fridge, a freezer or a washing machine are perfectly welcome, as long as they are switched off and empty. Leave the fridge door slightly open: when you collect it, you will avoid an unpleasant smell.

New address, new phone number?

Just let us know: a call to 05 24 33 05 04 is enough. We use these details to reach you about your contract, and quickly if something happens at the facility. With an out-of-date email address, the information simply never reaches you.

The day you move out

Let us know 15 days before the date you want to leave: the notice period starts from the day you call. Days already paid after you move out are refunded pro rata, except during the first month, which is due in full. After the move-out inspection, your deposit is returned by bank transfer within 30 days.

Unit emptied, no rubbish or bulky leftovers, padlock removed: so you don't forget anything on the day, follow our checklist for handing back your storage unit.

SEPA direct debit between the 5th and the 12th of each month: if a rejection is looming, talk to us right away.
Switching storage units is free, whether bigger or smaller.
Insurance is compulsory, with at least 5,000 euros of cover: your own or the one we take out for you.
Personal, permanent code, never shared; if a voice asks for it, any keypad will do.
New address, new phone, new email: let the team know.
Moving out: 15 days' notice, pro rata refund, deposit returned within 30 days.

Your question isn't on the list? Call us on 05 24 33 05 04 (leave a message and we'll call you back). Someone from the Dans Mon Box team will get back to you.