Frequently Asked Questions - Find answers to common queries



Hire Period

How long is hire?

Unless specifically arranged at the time of booking, all standard hires are based on a total of up to 4 days:

Day one: delivery/pick up.
Day two: event.
Day three: collection/drop off.

Please note that our standard delivery and collection hours are between 09:00 and 17:00 Monday to Friday. Weekend events include an extra day’s hire, as delivery will take place on Friday and collection will take place on Monday. No further costs will be incurred in this instance. Please see section 7.7 in our T&Cs in relation to surcharges for requested delivery/collection outside of these standard times.

Can we have the items longer?
Extended hire will be charged at 10% of the hire value for each additional day past the above three days and can be arranged upon booking.

Are you insured? 
Yes, you can view our Public Liability Insurance here.  We also have Risk Assessments available for our props, please ask if you need a copy for your event. 

Delivery

Is delivery extra?
Yes. Delivery is added on top of the total hire amount.  Delivery is subject to minimum prop hire thresholds.

Where do you deliver?
We deliver throughout the UK. All deliveries are dispatched from our Warehouse in Exeter (EX2 8NY) Please see the Booking page for more information on rates. Minimum prop hire spends apply for orders to be eligible for delivery.

When do you deliver?
Our standard delivery and collection typically take place the day before and the day after your event. Weekend events include an extra day’s hire, as delivery will take place on Friday and collection will take place on Monday. Other arrangements can be made subject to a surcharge.

What time do you deliver?
Our standard delivery and collection hours are between 09:00 and 17:00 Monday to Friday. Other arrangements can be made subject to a surcharge. Once a booking is confirmed we will contact you 7-10 days before your event to finalise your delivery / collection times. 

Does someone need to be there when you deliver the items?
Yes we need someone to be there to sign for the items. The person signing for the items must be the person responsible for hire unless it is agreed with us in advance to let someone sign on your behalf. Please see hire contract for further info.

Do you need to be able to park outside my venue?
Yes as part of the terms and conditions of hire, the venue or delivery address must be accessible to us. If it is not safe or easily accessible we will not be able to deliver the items and you will be still be liable for full payment.

Do you have to deliver to the venue?
No. We can deliver to wherever you would like, you just need to specify the delivery address when booking so we can work out delivery cost.

What do you deliver in?
We have two delivery vans a Mercedes Vito and a Sprinter, both require easy access to the venue.

What happens if an item breaks in transit?
We will try our utmost to replace the broken item or we will refund the value of item.

How do the items arrive?
Smaller items may arrive in an array of vintage boxes and crates or bags. Larger items will be covered in a blanket to minimise damage.

Do you set the items up?
We do not run a styling service and therefore do not set the items up. Please ensure you have someone on hand who is prepared to set up the items; our delivery drivers are drivers only. 

Can we collect items ourselves?
Yes provided you have an adequate vehicle and the items remain your responsibility at all times. We would advise bringing packing blankets and for large items ratchet straps to protect and secure the load. The measurements of all our props are online, so please check before hand that they will fit in your vehicle, if in doubt please ring us. 

Can we arrange a courier?
In general, the answer is no, but in very special circumstances we may allow customers to arrange couriers but we ask that you contact us first to discuss this.

Breakages

What happens if a hire item is broken during a hire?
The customer is responsible for the items from when they are signed over during delivery. If an item is broken then we will try to find the best way to repair it and will invoice the customer the repair costs not exceeding the total value of the item.

Pricing

Is there a minimum order?
If you wish to collect items from our Exeter warehouse (EX2 8NY) then there is no minimum hire amount. Minimum order thresholds apply for delivery based on distance from EX2 8NY.

What’s included in the hire price?
The hire price is a dry hire price which does not include delivery unless otherwise stated, for up to 4 days. 

If I book frequently can I get a discount?
If you hire items regularly then we may be able to negotiate a regular customer discount.

How do I confirm a booking?
Bookings are only confirmed once we have received payment of the 20% deposit, until this point other people may book and pay for props you are interested in. 

How do I pay?
Payment can be made via BACS to the details on the bottom of your quote / invoice. We can also take payment over the phone, or we can send you a link via email to pay securely online.  We can also accept Purchase Orders.

How much is deposit?
The deposit is 20% of the hire price as shown on your quote and allows you to secure the items for your booking.

When do I pay my deposit?
The deposit can be paid at any time but items will not be reserved until the deposit is paid. We allow 7 days from when your invoice is sent to allow payment of the deposit to fully clear.

When do I pay the full amount?
The total amount is due no less than 21 days before your hire period commences. You will receive automated emails reminding you when payment is due. 

Do you have a payment plan?
In special circumstances we can allow the customer to pay in instalments. This must be negotiated and agreed with us first.

Cancellation

Can I cancel my booking?
Please note that the 20% deposit is non-refundable in all scenarios:

More than 21 days before day one of your hire: 80% of full hire value refunded.
Between 21 and 14 days before day one of your hire: 50% of full hire value refunded.
Between 13 and 7 days before day one of your hire: 25% of full hire value refunded.
Less than 7 days before day one of your hire: No refund available.

To cancel a hire you must inform us in writing. 

Can I remove items from my booking?
Once you have paid the 20% deposit then you cannot remove items from your booking. Items can be swapped for a similar value, subject to availability. Additions can be made provided stock is available.

If my event or wedding is cancelled, can I get my money back?
No, we would advise you to take out event cancellation insurance.

If it rains can I get my money back?
No, unfortunately we cannot be accountable for the weather.

Stock

What happens if my item is no longer available due to breakage or rotation of stock?
We will notify you of any of your items change of time. We understand that in some cases a deposit may be paid a long time in advance of the actual event. We cannot foresee breakages by our customers but we always try to replace like for like or similar items. Due to the bespoke nature of some of our items we will inform you promptly to allow you reassess your hire. In the unlikely event that this happens then you will be entitled to a full refund for the particular item.

Terms and Conditions

You can view our full terms and conditions here