Frequently Asked Questions
Do you have a hire minimum?
In order to provide good value to all of our clients we have a minimum hire policy of £800 for local deliveries no more than 90 minutes away and £2,000 for deliveries over 90 minutes but under 3 hours. These amounts exclude VAT and service charges such as delivery, set up and installations. For further locations such as Scotland, Wales and overseas our hire minimum is £3,000 and a hotel stay for the crew will be accounted for in the delivery charges.
I am after some small items (ie candlesticks) but I don’t need anything else. Can I hire these and get them posted?
Unfortunately, we don’t specialise in small item hire even though we do offer smaller items. These are only available as a part of a larger order and we aren’t able to post any items or allow self-collection.
Do you collaborate on shoots, fairs and PR projects?
We most certainly do, but due to the volume of work we experience throughout the year we do ask that our expenses are covered. We can provide furniture free of charge in exchange for media content and exposure but ask that you cover the labour of our driver, use of the vehicle and the fuel. If your project is same day you can expect the cost to be around £180 and if you require the items to be delivered and collected on different days this would be around £300. We do not make any profit from these charges and simply make sure that our baseline costs are covered.
Can I collect from your warehouse?
Unfortunately, no. We don’t allow self collections due to a number of reasons. You wouldn’t think it but transporting furniture is a skill of its own and we don’t expect you to know how to - from securely strapping in chairs to safely loading in sofas - but we can’t take the risk of either you or the furniture getting hurt. We also don’t have a manned warehouse, so all of our crew are mainly out on events and timing your collection/drop off can be quite tricky with busy anti-social event hours. Last but not least, just prepping everything for you ready to collect and cleaning it and packing away after you are done can take precious time we are so short on some days and the delivery charge accounts for this aspect.
We understand that it’s very important everything is delivered to you promptly and hassle-free as organising an event is often quite stressful in itself. That is why you will be asked to fill out our booking form before your final invoice is sent to you. Our driver will receive your booking form and will act based on the information provided, so please do fill this out to the best of your knowledge and as best as you can.
As standard one crew member will be attending per hire if no set up is requested and the access is easy. If you are planning on providing people on your side to help unload or set up items please let us know.
Please be aware that if it is unsafe or not possible for us to make a delivery/collection due to not having adequate information provided in advance we may have to simply leave the items in the most convenient location and their safety will be your responsibility.
No Set Up / Easy Access
This is a default option and is offered free of charge as the part of the delivery. Our driver will carefully unload all the items into the desired area and leave them carefully stacked/grouped ready to be set up. We do ask that your desired unloading area is on one continuous level from the vehicle and isn’t further than 20m away from where the vehicle can park. This can for example be a loading bay, a specific area in the marquee, an entrance of a barn, a room inside a venue, a garage or a church.
Stairs - if there are more than 3-5 steps we might not be able to use trolleys and items will need to be carried in by hand which may be lengthy, difficult and even unsafe if the driver is alone. Please send us a photo of where the items need to go so we can make sure we are are prepared and are able to make the delivery quickly, safely and efficiently.
Elevators - if the items need to be loaded into an elevator extra time will be required to make the delivery. As a general rule, we will only be able to work with service elevators as these are often large enough, secure and won’t try and close every 8 seconds while asking to “mind the doors”.
Height & Width Restrictions - if there are width or height restrictions of less than 2m we need to have these measurements in advance as some of our items are large and may not fit through.
Heavy Items - some of our items are heavy. It is essential that two crew members are attending the delivery to make sure everything is done safely and efficiently. These items may also have restrictions on where they can and cannot go, such as up the stairs or on soft ground.
Time Sensitive Deliveries - if you have a very tight window of time you need everything delivered or collected by you may benefit from having several crew members on site. We ask that we are given at least 90 minutes on site to unload depending on the size of the hire as delays do happen.
If you would like your items brought in and set up we would be more than happy to assist and make sure everything is set and ready to go for your event. If you are hiring chairs we will unstack them and lay them out as per your instructions. If you are hiring tables and/or lounge furniture, we will lay these out in the room based on the your instructions but ideally we would need a to-scale floorplan we can work with to make sure there is no confusion. We know that every event is different so simply let us know what you need us to do - for example, if you would like the chairs left in stacks but the lounge furniture set up or if you need the chairs and tables laid out but the lounge furniture left aside.
Out of Hours Deliveries / Collections
If you require a delivery or collection made between 10pm and 6am an extra charge will be added. It is important to understand that our crew need to account for the logistics of driving to/from you and to/from the warehouse, loading/unloading and then making the journey home.
How does delivery work?
How do payments work?
Once you are sure you would like to go ahead we will email you an invoice with the first 50% of the total order due. This amount is non-refundable and we cannot reserve any dates or items until this is paid to make sure we function efficiently and fairly. Once the 50% pre-payment has been received there is nothing else to pay until 4 weeks before your event. Around this time we will send you a booking form to finalise the logistics and follow up with a final invoice featuring the remaining amount due.
Please note that a quote, no matter how recent, is not a confirmation of an order.
If your order has changed from the first time you got in touch the final amount will be rebalanced either up or down depending on how the final value has changed. Please note that your order can’t go below our hire minimum.
I made a booking and pre-paid the 50% towards my order securing my date but my numbers or the items I have wanted have changed. What do I do?
The payment you’ve made is non-refundable as we have secured your date, however the second instalment is completely flexible and we understand that things change. We will generally get in touch around a month before your event double checking if there are any changes.
If your numbers have gone up, please let us know as soon you can so we can adjust your booking. We would always recommend booking the maximum amount to be safe and then going down if needed instead of trying to figure out where to find a chair for the unexpectedly added guests later on. Accommodating extra items will depend on their availability and while we will always try and help we can’t promise that what you need will be in stock. If we can’t accommodate extra items we will always try and propose alternative solutions and help you re-work the plan, but won’t be able to refund the original 50% payment made.
If your numbers have gone down, please let us know about this no later than 4 weeks before your event so we can rebalance the final invoice. In this case your final instalment will be less than your original payment but both will need to amount to our hire minimum. Please note that once you have decreased your numbers/items at any stage, we cannot guarantee these will be available again.
If you changed your mind about the items you are wanting to hire, we can change your booking if the new items are available and in stock. In this case the total value will be recalculated and your original payment deducted from the final invoice amount. Please note that we can’t guarantee that the new items you are after will be in stock and once you say no to your original booking we can’t promise that these items will be available again.
In some cases we ask that a safety deposit is left with us. This is generally refunded to you within 48 hours of the items being checked and simply ensures that there are no damages or losses.
Will I have to leave a safety deposit?
As a general rule, your driver will arrive with a delivery note that will also be sent to you via email and this will feature replacement costs for all of the items provided. Unfortunately, sometimes things get left behind at events, damaged or lost. Once we realise something has been damaged or is missing we will get in touch and see if it can be found, fixed or cleaned. In the unlikely event that we can’t find, fix or clean the item a full replacement cost will be invoiced.
For spillages, dry cleaning cost for soft furniture is £80/item.
This excludes seat pads as the cost of dry cleaning is included in the hire price, however a replacement charge may still apply if the pads are returned physically damaged.
For custom repairs the charge is decided on a case by case basis depending on what work is needed.
Some items got damaged or are missing. What do we do now?