Expert insight from MOOVA Global Mobility
Expert Contributors
Christina Chrisovergis
CEO & Head of Global Mobility at MOOVA Global Mobility
Danae Apostolopoulou
Business Development Manager and Co-founder at MOOVA Global Mobility
Entrusting the contents of a home to an international moving company means placing years of belongings—and sometimes generations of memories—in someone else’s care. A sofa can be replaced. Family photographs, inherited objects, children’s keepsakes and personal collections often cannot.
Before reaching the new address, those belongings may pass through surveyors, packing crews, warehouses, road carriers, shipping lines, customs procedures and a separate destination company. Every handover creates another point at which information, timing or responsibility can become unclear.
Choosing an international mover therefore requires a close examination of the service behind the quotation. Who will pack the household? How will the shipment travel? Which company will receive it abroad? Who remains responsible if customs clearance takes longer than expected, the new property is not ready or the delivery team encounters difficult access?
For this guide, Xpat.gr draws on the expertise of Christina Chrisovergis and Danae Apostolopoulou of MOOVA Global Mobility. The Athens-based company coordinates moving and relocation services for private clients, families, companies, diplomats and global mobility partners in Greece and worldwide.
“People want to know that there is someone responsible—someone who understands the situation and will pick up the phone when needed.”
Christina Chrisovergis, CEO & Head of Global Mobility
This guide does more than list questions. It explains why each one matters, what a professional answer should contain and what vague language may leave unresolved.
The real test is whether the mover’s answers deserve the responsibility you are preparing to place in its hands.
In This Guide
1. Will the Company Survey Your Home Before Preparing the Quotation?
A whole-home quotation should reflect the belongings that will actually travel and the conditions under which they will be collected and delivered. The number of bedrooms gives only a rough idea. Two three-bedroom homes can produce entirely different shipments: one may contain relatively little furniture, while another includes a garage, a library, outdoor equipment, antiques, artwork and cupboards filled with possessions.
A detailed survey allows the mover to calculate the likely volume, identify items requiring specialist protection and recognise access conditions that may affect the crew, equipment, vehicle or price. The survey can take place in person or through a structured video appointment. Its value lies in the detail recorded, not simply in the format.
Why This Matters
The survey determines shipment volume, packing materials, crew size, vehicle or container capacity, loading time, storage requirements and the final quotation. An incomplete assessment can lead to extra charges or a last-minute change of plan.
A Professional Survey Should Cover
- Furniture and the contents of cupboards and wardrobes
- Garages, lofts, basements, balconies and storage rooms
- Artwork, mirrors, antiques and fragile possessions
- Items requiring dismantling, reassembly or custom crating
- Staircases, lifts, entrances, parking and vehicle access
- Known conditions at the destination property
MOOVA’s Practical Advice
At MOOVA, we advise clients to show us the whole picture, including the spaces that are easy to forget. A balcony cupboard, basement, loft or children’s room can materially change the volume.
Tell the surveyor if you are still deciding what to sell, donate or leave behind. The quotation can then state what it is based on and what type of change would require a revision.
Pause When You Hear
“We move homes like yours all the time, so we already know approximately what it will cost.”
The Question to Ask
Is this quotation based on a complete survey of my household, and which changes could alter the price after the survey?
2. Are You Comparing the Same Move—and What Does “Door-to-Door” Include?
Three quotations may describe three different services. One may include export packing, customs coordination, delivery inside the new home, unpacking and furniture reassembly. Another may quote mainly for transport and add destination handling, storage or difficult-access charges later.
The lowest total has limited meaning until each mover has priced the same inventory, transport method and level of service. “Door-to-door” also needs to be defined in writing. The phrase sounds complete, yet it may not automatically include customs inspections, delivery above ground level, unpacking, debris removal or specialist access equipment.
Why This Matters
A shipment may pass through collection, packing, an origin warehouse, road or sea transport, a freight terminal, customs procedures, destination storage and final delivery. Each stage may involve a separate charge or provider.
A Clear Quotation Should Identify
- The inventory, volume or weight being priced
- The proposed transport method
- Packing and specialist protection
- Customs and documentation support
- Origin and destination handling
- Storage, final delivery, unpacking and furniture assembly
- Known exclusions and charges that may arise later
“Our clients want to move without hassle, confusion or unexpected surprises along the way.”
Danae Apostolopoulou, Business Development Manager and Co-founder
MOOVA’s Practical Advice
Put the quotations side by side and compare line by line. A higher figure may include services missing from the lower one; a lower quotation may still offer the best value when its exclusions are clear.
Ask the mover to describe the moment responsibility begins and the exact point at which it ends. The explanation should take you from the first packed box to the final piece of furniture placed in the new home.
Pause When You Hear
“It is fully all-inclusive. Everything is handled.”
The Question to Ask
Please describe the complete door-to-door service, identify every exclusion and explain which circumstances could create additional charges.
3. Who Will Coordinate the Move—and Who Will Handle It Abroad?
International moves involve several companies and many small decisions. A named coordinator should keep those stages connected, know the agreed services and remain informed as the shipment passes from one provider to another.
The role should extend beyond sending updates. The coordinator should be able to clarify documents, brief the destination partner, resolve misunderstandings and take ownership when the plan changes. Clients should not have to repeat the history of their move every time they call.
Why This Matters
A move can fail at the handover: the destination team may receive incomplete access details, customs documents may arrive late or unpacking may be missing from the final instructions. One informed coordinator helps prevent responsibility from becoming fragmented.
International moves commonly involve trusted overseas partners, warehouses, carriers and destination teams, as no single moving company owns every truck, warehouse or delivery team worldwide. The real questions are how those partners are selected, what information they receive and whether the original mover remains accountable until the agreed service is complete.
Credentials: Understand What the Logos Mean
FIDI FAIM is an independently audited quality standard developed specifically for international moving. IAM, the International Association of Movers, is a global professional association and network. Certification, association membership and participation in a commercial network are different forms of reassurance; ask the company to explain which status it holds and what standards apply to the destination partner.
MOOVA’s Practical Advice
Ask for the name of the destination company before the shipment leaves. A credible answer should cover previous cooperation, professional standards, the information transferred and the escalation route if the final service does not proceed as agreed.
At MOOVA, personal relationships with international partners are treated as part of operational preparation. A network matters most when somebody already knows whom to call and has the authority to act.
Pause When You Hear
“Our agent abroad will take over from there.”
The Question to Ask
Who will coordinate my move, which company will handle it at destination, and who remains accountable until every agreed service is complete?
4. How Will Your Belongings Travel—and What Does the Timeline Mean?
The transport method affects the price, delivery window and number of times the shipment may be handled. Household goods may travel by road, sea or air, in a dedicated vehicle or container, or as part of a consolidated service shared with other shipments.
Shared transport can reduce the cost, but the departure and delivery window may be wider. A dedicated service generally offers greater control at a higher price. The mover should explain the trade-off rather than presenting one option as automatically best.
Why This Matters
A quoted “three-week transit” may refer only to the sea voyage or road journey. The shipment may wait for consolidation, customs clearance, warehouse handling or a final delivery appointment before reaching the home.
Ask the Mover to Explain
- Whether the shipment travels alone or with other clients’ goods
- Where consolidation or temporary storage may take place
- How many transfers and handling stages are expected
- When the quoted transit period begins
- Whether the estimate covers the full door-to-door journey
- Which stages depend on shipping lines, customs or overseas partners
MOOVA’s Practical Advice
Plan around the family’s real arrival needs. Medication, work equipment, school items, pet supplies and clothing for the first weeks may need to travel with you or in a smaller urgent shipment.
The lowest shipping price can become expensive if it creates weeks of furniture rental, temporary accommodation or emergency purchases. Compare the total impact on daily life, not simply the freight cost.
Pause When You Hear
“Your belongings should arrive in about four weeks.”
The Question to Ask
How will my shipment travel, how many times will it be handled, and does the quoted timeline cover the complete journey from collection to delivery?
5. Who Handles Customs—and Which Documents Must You Provide?
Customs is one of the stages most likely to be underestimated. The requirements depend on the origin, destination, residency circumstances and belongings being moved. A shipment travelling between Greece and a non-EU country generally involves more formalities than a move within the European Union, and the documents often have to be prepared before the goods depart.
A mover can guide the process, prepare the packing inventory and coordinate with customs specialists. The client may still need to obtain personal documents, prove a change of residence, sign declarations or provide evidence about particular goods. The quotation should explain who is responsible for each step.
Why This Matters
Missing, inconsistent or late paperwork can delay clearance and create storage or handling charges. Restricted items can hold up a shipment even when the rest of the inventory is straightforward.
A Professional Mover Should Explain
- Which customs procedures apply to the route
- Which documents the mover prepares and which the client must obtain
- Whether translations, certifications or original signatures are required
- Which belongings are restricted, prohibited or require separate declarations
- Who communicates with the customs representative
- Which inspections, duties, taxes or storage charges may fall outside the quotation
Keep These with You, Not Inside the Shipment
Passports, residence documents, employment or tenancy records, medication, medical information, school papers and the customs documents needed for clearance should travel with the family. A perfectly packed file is of little use when it is sealed inside a container waiting for the document it contains.
MOOVA’s Practical Advice
Begin the documentation conversation early, even when the moving date is not final. It is easier to adjust a timetable than to replace a missing official document after the shipment has reached a port or border.
Share a complete and honest inventory. Ask before packing alcohol, food, plants, medicines, batteries, professional equipment, vehicles, antiques or other items that may be treated differently on the chosen route.
Pause When You Hear
“Do not worry about the paperwork. We will sort everything out later.”
The Question to Ask
Which documents and customs steps will you manage, which remain my responsibility, and what could delay clearance or create an additional charge?
6. How Will Your Belongings Be Packed, Recorded and Protected?
International transport places household belongings under greater strain than a local move. Furniture and cartons may pass through several vehicles, warehouses or terminals, remain stacked for long periods and encounter vibration, humidity or changes in temperature.
Professional export packing should follow a clear system. Fragile and high-value objects should be identified in advance, materials selected for the route and a numbered inventory created so the shipment can be checked accurately at destination.
Why This Matters
Packing affects damage risk, customs documentation, storage organisation, the delivery check and any insurance claim. A detailed inventory records what entered the mover’s care.
A Professional Packing Plan Should Explain
- Which materials will be used and who will pack the goods
- How furniture, mattresses, mirrors and artwork will be protected
- Which items require custom crates or specialist handling
- How cartons will be numbered, listed and labelled by room
- How high-value items will be recorded
- How owner-packed cartons will be treated
“A move involves personal belongings, memories, deadlines, emotions and often a lot of pressure.”
Christina Chrisovergis
A Small Detail That Changes the First Night
Mark the cartons you will want first: clean bed linen, the coffee machine or kettle, children’s favourite toys, work equipment and pet bowls. MOOVA’s team has seen how much reassurance can come from finding a child’s toy box—or the family dog’s essentials—before everything else is unpacked.
MOOVA’s Practical Advice
Discuss fragile, valuable and sentimental belongings during the survey, not on packing day. The team can then prepare suitable materials, crates and instructions.
Keep passports, medication, jewellery, cash, important documents and irreplaceable personal records with you. Ask for a copy of the numbered inventory and use it during delivery.
Pause When You Hear
“We use the best materials. Our crew will take care of everything.”
The Question to Ask
How will my belongings be packed and recorded, which items require specialist protection, and how are owner-packed cartons treated?
7. What Does the Moving Insurance Actually Cover?
“Your belongings are insured” is not enough information. Coverage may depend on declared values, packing arrangements, storage periods, the transport method and the type of item. Clients should receive the terms before accepting the quotation.
Why This Matters
Insurance can compensate for financial loss. It cannot recreate family photographs, inherited objects or personal records. Careful packing and handling remain essential even when broad coverage is available.
Ask for a Clear Explanation Of
- Who provides the policy and how belongings are valued
- Whether a deductible applies
- How high-value items must be declared
- Whether owner-packed cartons and storage are covered
- The main exclusions
- The reporting deadline and evidence required for a claim
- Who assists when damage occurs during a partner’s service
MOOVA’s Practical Advice
Complete the valuation carefully and declare high-value belongings before the move. Keep photographs, receipts, valuations or other supporting records where available.
At delivery, note visible damage on the paperwork and take photographs before the item is moved, repaired or discarded. Report damage discovered during unpacking within the deadline stated in the policy.
Pause When You Hear
“Everything is fully insured.”
The Question to Ask
Please explain the valuation method, exclusions, treatment of owner-packed goods and exact procedure for reporting damage or loss.
8. Have Greece-Specific Access, Island Delivery and Storage Needs Been Planned?
Local knowledge in Greece can be as important to final delivery as international shipping expertise is to the journey. Older apartment buildings may have narrow staircases, small lifts or no lift. Central neighbourhoods can restrict vehicle access, while island deliveries may depend on ferries, seasonal schedules and suitable local crews.
Why This Matters
Difficult access can change the vehicle, crew size, carrying distance, equipment, schedule and final cost. An unplanned external lift, shuttle vehicle or ferry connection may create a significant charge on delivery day.
The Mover Should Assess
- Floor level, lift dimensions and staircase width
- Street access, parking and delivery-hour restrictions
- The distance between the vehicle and the entrance
- The need for an external lift or smaller shuttle vehicle
- Ferry schedules and final island delivery
- Whether temporary storage may be needed
Photographs or video of the street, entrance, staircase and lift can reveal problems in advance. Large furniture should be measured against the new property’s doors, lift and staircase before it travels across countries.
Storage should also be agreed before departure when the new home may not be ready. Confirm the location, monthly cost, inventory process, insurance and redelivery charges. MOOVA’s Storage & Warehousing services include short- and long-term options for household goods during moves and transitions between properties.
MOOVA’s Practical Advice
Send accurate photographs and measurements for both homes. A good plan should already include the external lift, shuttle vehicle, ferry connection or parking arrangement known to be necessary.
For an island move, ask where the goods may wait, who completes the last leg and how the schedule changes when weather or ferry availability intervenes.
Pause When You Hear
“The delivery crew will deal with the access when it arrives.”
The Question to Ask
Have access at both properties, any island connections and possible storage needs been assessed and included in the quotation?
9. Is the Advice Tailored—and What Happens When the Plan Changes?
A professional mover should shape the service around the household rather than automatically proposing the largest package. Some families need complete packing, an exclusive container, storage and broader relocation support. Others may be better served by consolidation, a smaller urgent shipment or selected packing for fragile items.
“The gap is between simply moving things and truly managing a transition.”
Danae Apostolopoulou
The recommendation should reflect temporary accommodation, school or employment dates, pets, storage, budget and the point at which the destination home becomes available. A knowledgeable adviser should be comfortable identifying services the client does not need.
Why This Matters
Unnecessary services increase the price. An inadequate plan can create delays, storage problems or expensive last-minute changes. The best proposal gives the client options and explains the consequences of each one.
International moves also involve factors no company can control completely: weather, ferry disruption, port congestion, customs inspections, documentation problems or changes to the destination property. A trustworthy mover should not promise that complications are impossible. It should explain how they will be managed.
A global network proves its value when the original plan stops working: someone knows whom to contact, what can be escalated and how to keep the client informed.
Drawing on her many years of experience in the international moving industry, Christina Chrisovergis recalls a time-sensitive shipment to New York that became delayed at the port of Antwerp. Established relationships within the international network helped the team intervene and return the container to its route before the client’s baby arrived. The lesson is not that every delay can be removed; it is that the mover should know how to act when timing suddenly matters even more.
MOOVA’s Practical Advice
Ask the mover to present alternatives and explain where you can save without creating unreasonable risk. Advice should feel specific to your family, not like a standard package with your name added.
When a problem arises, the coordinator should explain what has happened, what options exist and when the next update will come. The client should not be asked to manage a dispute between providers in different countries.
Pause When You Hear
“Everyone chooses the full package,” or “These things almost never happen.”
The Question to Ask
Which parts of this proposal are essential, which are optional, and who takes ownership if the move no longer follows the original plan?
Ask how the issue will be escalated and when you can expect the next update.
Before You Choose: The Final Question
From the moment packing begins until the last item is delivered and reassembled, which parts of the move are you responsible for—and which remain my responsibility?
The answer should bring together the inventory, packing, transport, international partners, customs support, storage, delivery, unpacking, insurance, possible additional charges and the tasks the client must complete personally.
Your Final Pre-Booking Check
- Complete survey and clearly defined inventory or volume basis
- Itemised quotation and exclusions
- Named coordinator
- Destination partner identified
- Door-to-door timeline explained
- Packing and insurance terms understood
- Access, storage and island needs planned
- Escalation process confirmed
Choosing Confidence Over Promises
The right international moving company is not necessarily the one presenting the lowest initial figure, the largest network or the most polished slogan. A dependable mover should assess the complete household, explain the quotation clearly, recommend a suitable service and remain accountable through every handover.
Trust grows from specific answers: who will pack the belongings, how they will travel, which company will receive them abroad, what the insurance covers and who will act when the plan changes.
When an entire home is moving across borders, reassurance should come from careful planning, transparent responsibilities and a person prepared to remain present until the journey is complete.
About the Expert Partner
MOOVA Global Mobility
MOOVA Global Mobility is an Athens-based moving and relocation company supporting private clients, families, companies, diplomats and global mobility partners in Greece and worldwide.
Its services include international and domestic moving, professional export packing, specialist crating, customs support, storage, destination services, Greek island moves, pet relocation and specialised transport. MOOVA Global Mobility brings together a team with decades of combined experience in international moving, relocation and global mobility.
Explore MOOVA’s Services
This guide is sponsored by MOOVA Global Mobility.
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