Frequently Asked Questions
Below you will find the answers to the questions we get asked most, if you can’t find what you’re looking for, ask us a question via the form at the bottom of the page and we will happily add your question (and answer) to the list.
How does your pricing work?
Our pricing is based on the length of time you need the equipment for. Our standard pricing (and minimum rate) is for up to 3 days hire, giving you ample time to set up before and take down afterwards. We also have a weekly rate (full 7 day period) available for longer duration events. For any hires between 4 and 7 days, our weekly rate will apply. Longer term, seasonal and special event rates are by quotation. Weekends (including Bank Holiday weekends) are included in our 3 day rate.
How do I request a quote?
In order to obtain a quote, including transport charges, you can either browse our website and place items into a basket before checking out (this is for quote purposes only, no charge is taken at this point). Alternatively you can send us an email with your details, or simply give us a call. A quote does not guarantee stock availability. Your products are only reserved for you once your deposit has been received, confirming your order.
Are your prices excluding or including VAT?
All prices quoted are excluding VAT which is currently 20%.
Do you price match?
We are confident that the quality of our products and our level of service are top-notch, and we always do our best to offer fair pricing. However, if you have received a cheaper quote elsewhere then we are happy for you to send any quotes you have received from other companies across to us, so that we may do our best to match or potentially beat prices, on a like-for-like basis. For this we will take in to account the quality of the product being offered elsewhere, as well as any additional charges such as dirty returns and delivery costs.
Do you have a minimum order value?
We don’t operate a minimum order value as such, although certain products are hired out in groups of a particular quantity. We often get families just wanting a couple of chairs and an extra table for a Christmas meal and that is fine with us.
How and when do I pay?
Payment in full is required prior to the commencement of the hire. We accept VISA, MasterCard, VISA Debit, Maestro, cash, cheque or electronic bank transfer. In order to confirm your order, we require a non-refundable deposit of 30%. At this point, we will also require your breakage deposit. You will receive a separate quote for this. Full payment of the remainder of the balance is then due 7 days prior to delivery.
Do you require a deposit?
Yes, for all non-account customers we require a 30% non-refundable deposit to confirm your order. We also require a refundable breakage deposit for which you will be sent a separate quote.
The breakage deposit is fully refunded after the event providing there are no missing or damaged items. If there are items missing or damaged, the replacement cost will be deducted from your deposit and the balance returned to you.
When should I place my order?
We advise you to order as early as possible in advance of your event, especially for the busy summer and Christmas periods, as we can not guarantee stock availability until an order is confirmed. We reserve the right to add a premium for orders received less than 3 days prior to any event.
Can I make changes to my order?
You are welcome to add to your order, subject to availability, up to 48hrs prior to delivery. Reductions prior to delivery can be accommodated up to 10 days before. Please contact us immediately to notify us of any changes.
Is there a charge for delivery and collection?
Delivery and collection are charged in addition to the cost of hiring your equipment. You will be asked for your delivery address at the time of placing a quote as delivery costs are worked out from your delivery postcode – therefore the further away you are the higher the delivery cost will be.
The actual delivery and collection charges will be dependent upon factors such as the number of vehicles required, any access issues and any out of hours delivery or collection requirements / weight / volume.
Our standard delivery and collection hours are between 8am and 5pm Monday to Friday. Outside of these hours will incur an additional charge. If you would rather collect and return the equipment from our warehouse in Gatwick, that’s fine. We will be happy to help load and unload your vehicle.
We are occasionally able to accommodate same day and next day delivery requests although leaving it this late to order is not advisable due to stock availability. However, please contact us and we will always endeavour to meet your request.
What areas do you cover for delivery and collection?
We cover London and the South East of England, predominantly Surrey, Sussex and Kent. We may consider delivering further afield for large orders. Please contact us for more information.
Can I collect my order?
Yes! If you would rather collect and return the equipment from our warehouse in Gatwick, that’s fine. This needs to be arranged in advance, within office opening hours. We will be happy to help load and unload your vehicle.
What service can I expect when my delivery takes place?
Our standard delivery service is to an easily accessible ground floor entrance. Our friendly delivery crew will neatly stack all ordered items in a mutually convenient ground floor position, check through the order with you and then ask you to sign a delivery note. Please feel free to highlight any discrepancies at this point so that we can deal with them quickly and efficiently. China, Glassware and Cutlery are provided in special containers to ensure that you receive your items clean, undamaged and ready to use.
What condition will my order arrive in?
All our items are checked and ready for immediate use – glasses, crockery and cutlery are clean ready for your tables and electrical equipment is thoroughly checked and tested prior to dispatch.
What Is My Responsibility For Equipment Return?
On collection, tables and chairs should be folded or stacked.
China, glass and cutlery should be cleaned and put back in their respective containers – glasses should be upside down in their crates.
Linen must be dry, free from all debris and placed in bags provided. Linens packed away damp are prone to mildew, which could result in additional charges. Please see our linen hire care guide here: linen-hire-care-guide
Any LPG appliances should be disconnected (following instructions in the operating and safety guides.
Large cooking equipment should be free from food debris. Water boilers and urns should be emptied (following instructions in the operating and safety guides).
If you don’t want the hassle of washing up (or don’t have access to washing up facilities on site) then we do offer a dirty returns service, where we will wash your hire items for you for a small additional fee. Simply make sure that the ‘return dirty’ option is selected when placing a quote request – the price for this service is currently 25% of the value of the hire items that require cleaning.
Finally, all equipment should be placed in one convenient ground floor pick-up point.
Can I return my items dirty?
Yes you can as we offer a dirty returns service for an additional fee which is currently 25% of the value of the hire equipment rental that you have selected. Simply ensure that you select the ‘return dirty’ option when completing your quote request form online.
All we ask is that all excess food and drink is removed from all the items.
What about it something is lost, broken or damaged?
Upon return to our warehouse, your equipment is counted and checked. We do charge for missing, broken or damaged equipment. Make certain that equipment is used correctly, is kept protected from the weather, and stored securely when not in use.
Linens returned with marks such as pen ink and concrete floor marks may incur a damage charge as these stains can not always been removed. Please take full note of the yellow tags on the laundry bags.
I just want to hire a few items for a family event. Is that ok?
Of course! We have a wide range of clients, from customers organising large scale events such as sporting events and conferences, to members of the public who need to hire tables, chairs, crockery and cutlery for a wedding or small family occasion at home. Whatever size of event, we can help!
How does equipment hire work over the Christmas period?
Let’s assume that you are having a family Christmas Day at home. You would place your order in advance and we would deliver your items as close to Christmas Day as possible which would normally be on 23rd or 24th December. We would then collect from you as soon as possible when we are back open, normally during the period between Christmas and New Year. In this case, whilst you might only need to hire equipment on our standard 3-Day rate, you would probably have it for a bit longer. If this is the case, then there would be no additional charge.
Are there any extra charges?
You will be charged in full for any lost or damaged products. You will be given the chance to return any items found after the event so these are not charged for. It is your responsibility to get these items back to us.
We don’t usually apply additional laundry charges for seat pads. However, should these be returned in a particularly dirty condition, beyond what would be expected, then we do reserve the right to apply a cleaning charge.
What are your cancellation charges?
Once your non refundable deposit of 30% has been received, cancellations will be charged at the following rates:
More than 30 days prior to the event will result in us keeping your 30% deposit.
7-30 days (inclusive) prior to the event will be charged at 50% of the total.
0-6 days (inclusive) prior to the event will be charged at 100% of the total.
How many guests can be seated around your tables?
We recommend that the following numbers can be seated around each of our tables:
4ft Trestles Tables: 2 people down each side
6ft Trestle Tables: 3-4 people down each side
8ft Trestle Tables: 4-5 people down each side
3ft Round Tables: 4 people
4ft Round Tables: 6-8 people
5ft Round Tables: 8-10 people
5ft 6 Round Tables: 9-11 people
6ft Round Tables: 10-12 people
8ft Round Tables: up to 16 people
When selecting your table size you need to take into account your tableware set up (for example, are you having side plates?) and the comfort of your guests.
Do you sell your furniture and tableware?
Depending on the time of year, we may consider selling some of our products. Please contact firstname.lastname@example.org to answer any questions you have.
I don't know my final numbers yet. Should I still place my order?
We recommend you place an order for approximate numbers as soon as possible especially with larger events to ensure we have availability for you. If you secure your order, we can then ensure we have stock availability for you. When you know your final numbers we can then amend the order up to 72 hours prior to your event.
Can we come and view any of your products available to hire?
Yes, we welcome you to our warehouse based near Gatwick. Due to the busy operational set up we have, we ask that this is by appointment only so please do call or email us if you’d like to come in.
Do you offer accounts for B2B customers? How do I open an account?
We do offer credit terms to B2B customers who regularly hire equipment from us. Please speak to one of our customer service representatives about this.
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