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FAQ

Browse through our frequently asked questions.

Still stuck then please just ask, we are here to help!

Please either fill in our Enquiry form or pop us over an email.

Minimum Order

We do not have a minimum order value. This means you can hire a single item from us on a Design It Yourself (Dry-hire/DIY Hire basis).

Design It Yourself (Dry-hire/DIY Hire basis):

Option A: Design It Yourself (Dry-hire/DIY Hire basis) – You Collect/Return. You plan on doing the venue dressing yourself. Browse through our Hire Collection, then send over your enquiry and we will check availability of the hire item, next we arrange to send you the paperwork and request payment, we then arrange a collection time slot and pre-book your return delivery slot.

Option B: Design It Yourself (Dry-hire/DIY Hire basis) – We Delivery/Collect. If you are unable to come to our warehouse and collect, or perhaps the items you would like to hire just wont fit in your car, then we are here to help. Browse through our Hire Collection, then send over your enquiry and we will check availability of the hire item, provide details of the venue/delivery location and we will provide a quote for delivery/set-up, breakdown/collection. At this stage you can decide if you would like to set up the hire items yourself or if you would like one of our in-house stylist to set up your venue. Then you arrange payment and we book in the dates for delivering and collecting at your venue. 

Please note that not all of our hire items are available on a Design It Yourself (Dry-hire/DIY Hire basis)

Do you need a deposit?

A booking fee of 50% of the total hire cost is required to secure your wedding or event date. The booking fee is payable at the same time as completing our booking form, hire T&C’s, providing two forms of ID and paying a security deposit of £100. The £100 security deposit is returned to you on safe collection of the items hired. The booking fee is non refundable.

We must have cleared funds before the day of delivery. If you do not pay your balance in full and you do not cancel, you will still be liable for the amount due and we will not deliver or allow you to collect.

What is a damages deposit?

When you hire from us we take a £100 damages/security deposit. If you return all of our items undamaged, we will refund this deposit to you in full.

Please Note:

Please ensure the items are packed properly, we packed them properly to get them to you so its in your interest to pack them properly when you return them. Items are not counted as returned until they have arrived at our warehouse and been checked by us.

You will loose all or part of a deposit and even incur extra charges in the following circumstances.

  1. If the delivery circumstances are not as stated on the hiring contract.
  2. If items have not been repacked when we collect them and our driver has to  pack items.
  3. If items are missing or damaged.
  4. If no one is on-site to meet our driver at the scheduled delivery or collection time agreed on the hiring contract.
  5. Food residue has not been rinsed off the items after use.
  6. If our vehicle / driver has to wait on site to deliver or collect or gets stuck on site due to mud and needs to be recovered.

After your event we will write to you to ask for your bank details so we can return your security deposit. We will write to you twice and if we have not heard back from you we will hold the deposit until we are requested by you to return it.

For a full list of circumstances please check our terms and conditions on this website or your hiring contract.

How much will it cost?

We have created a range of Wedding Hire packages which detail prices and hire items are individually priced. For some of our services there will be a “Price from” quoted.

We must have cleared funds before the day of delivery. If you do not pay your balance in full and you do not cancel, you will still be liable for the amount due and we will not deliver or allow you to collect.

Reserving your item

Quoted prices are valid for 1 month. After this period if you have not paid your deposit, your order may be subject to price increases.

To confirm availability and reserve your hire items;

50% booking fee to secure your wedding/event date is required when booking a hire package. We also require damages deposit of £100, a signed copy of our hire T&C’s, a completed booking form and two forms of ID.

We must have cleared funds before the day of delivery. If you do not pay your balance in full and you do not cancel, you will still be liable for the amount due and we will not deliver or allow you to collect.

 

Period of Hire
Our period of hire is assessed on a case by case basis, venue location and the venue’s accessibility for set-up and breakdown.

Periods of hire example:

Luxury Wedding Package: You have booked a Luxury Wedding Package and your wedding date falls on a Saturday, your hire period may start on the Friday if we are able to access the venue the day before. Breakdown after your wedding will again vary depending on access times to the venue and our availability, most likely collection would be early Sunday morning. In this example your period of hire would be 3 days.

Dry-hire Item: You have booked a single dry-hire item and will be collection from our head-office. We will offer you a range of delivery day/time slots for collection of Dry-hire items, this will be done via email. Pre-booking for return is also required ahead of collection and this is will be done via email, with a range of return/drop off day/time slots to be offered. If your event falls on a Saturday and you have access to your venue on Friday to set-up/dress, then you may be offered a Wednesday or Thursday collection slot. Return/drop off will be arranged at a convenient time, in this case this would be Monday or Tuesday. In this example your period of hire would be a maximum of 7 days.

Changes and Cancellations

Should you wish to make changes or cancellations to your hire order please note the following;

  • Additional items may be added to your hire contract, please note an additional damages deposit may be required depending on the additional hire items value.
  • You are welcome to change your order after paying your booking fee. We do however only allow one change, additional changes will incur a £20 admin fee.
  • Your booking fee is non-refundable regardless of the notice given to cancel.
  • For cancellations made less than 60 days before your hire period, you will be charged 50% of the remaining hire value balance.
  • Cancellations made 28 days before your hire period you will be charged the full balance remaining.
  • No refunds will be made for any unused goods.

For full details regarding our changes and cancellation policies please contact us to request a copy of our hire T&C’s.

How do I book?

To book our hire items and reserve your wedding or event date. Simply follow these steps:

  • Complete our reservation form with details regarding your wedding or event and the hire items or packages you would like to book.
  • Once we receive your reservation details we will confirm the availability, then email you an invoice, hire T&C’s and booking form.
  • We request a Booking fee and security deposit. At the same time we will need two copies of ID.
  • If the items are not available we will suggest alternatives.

Quoted prices are valid for 1 month. After this period if you have not paid your deposit, your order may be subject to price increases.

We must have cleared funds before the day of delivery. If you do not pay your balance in full and you do not cancel, you will still be liable for the amount due and we will not deliver or allow you to collect.

Delivery and Collection

We offer Nationwide and European delivery services.

Please note that delivery/collection costs are not included in the hire price/package price or in our services. Our styling/set-up services, breakdown services can be booked separately.

Delivery/collection charges are calculated on mileage, quantities of items hired, man hours, venue access times for set-up/breakdown, any venue access restrictions. Your invoice will detail if a 2 man-lift or 2 delivery drivers are required. Our styling/set-up services, breakdown services can be booked separately.

Delivery/collection fees include:

  • Time and labour to pick and pack your hire items
  • Checking-out hire items/issuing dispatch paperwork
  • Loading the delivery vehicle
  • Driving to the venue (your invoice will include charges for Tolls, parking, congestion charges and any enforced onsite delivery charges/passes. You will be charged for any non-declared charges to your site/venue or additional costs through re-routed deliveries, these costs will be invoiced and deducted from your damages deposit.)
  • Delivery/Unloading at venue (3)
  • Sign-off/confirmation of delivery (1)
  • Driving back to head-office
  • Driving back to your venue for breakdown/collection
  • Hire items/boxes inspection (3)
  • Re-Loading van
  • Driving back to our head-office
  • Unloading the van
  • Checking-in hire items, restocking warehouse
  • Admin associated to issuing your damages deposit refund

(1) ITEM DELIVERY Please note: that we require a nominated person to be at the venue for delivery and the hire item inspection inspection is done onsite before as we unload the van. A nominated person must be on site/at your venue to sign for receipt of the hire items. Please refer to our T&c’S for more details. Our styling/set-up services, breakdown services can be booked separately.

(2) ITEM COLLECTION Please note: that the hire item inspection/packing box inspection is done onsite before we load the van. A nominated person must be on site/at your venue to sign for release of the hire items and confirm any damages or missing items. Please refer to our T&c’S for more details.

(3) DELIVERY/UNLOADING AT VENUE Please note that delivery to your venue assumes the following delivery conditions:

  • Delivery will be on the same floor/on one-level
  • Delivery is to one central location, unless otherwise specified
  • Delivery to drop-off point is no further than 25 feet from the vehicle
  • Easy access for our delivery sack truck
  • Driver will not:
  • Manual carrying of items heavier than 10kg further than 25 feet from the vehicle
  • Delivery of items weighing more than 10kg without the use of our sack truck
  • Delivery up or down stairs
  • Delivery into passenger lifts

Failure to notify us of unsuitable delivery conditions will incur a charge and this will be deducted from your damages deposit. Which are not limited to but include:

  • No manual carrying of items heavier than 10kg further than 25 feet from the vehicle
  • Delivery of items weighing more than 10kg without the use of our sack truck
  • Delivery up or down stairs
  • Delivery into passenger lifts
  • Delivery at unsuitable/unsafe locations – accessibility via windows/down hatches/overhead lifting on to raised areas with heavy hire items
  • Items have been moved/re-positioned/not in a central location

Delivery/collection fee does not include:

  • Set-up/placement of your own DIY decor items
  • Styling/set-up of hire decor*
  • Breakdown or collection of additional items/other suppliers equipment
  • Breakdown of your own DIY decor items
  • All hire items must be packaged/boxed ready for collection including:
    • Tables clear of all decor, linen, flowers and wiped clean
    • Guests must not be seated in furniture
    • All small decor items, cutlery or linens must be returned into the protective packaging/boxes provided
  • If your event space is not ready, your event runs past the collection time slot you will be charged £1 per minute of waiting time, this will be confirmed on an invoice and deducted from your damages deposit.
  • If we are not able to gain van access for set-up/breakdown you will be charged for any reattempts to delivery/collection or additional return trips required, this includes but isn’t limited to the following, you will be charged and invoiced accordingly with charges being deducted from your damages deposit:
    • External gates or Doors being locked (waiting time)
    • Your venue is empty/no nominated person on site (waiting time)
    • Hire items are not in one central place for collection/items moved/re-positioned/located on another floor

*Our styling/set-up services, breakdown services can be booked separately.

If you are hiring our larger items then set-up is included in the hire price, this includes the following items:

  • All Furniture, Tables, Arches, Backdrops, Floral Installations, Flower-walls, Giant and Floral Love Letters.
  • Excludes; folding chairs

*Our styling/set-up services, breakdown services can be booked separately.

Delivery Time Slots/Working Hours:

  • Deliveries and collections made between the hours or 10pm and 7am will be subject to an additional out-of hours fee. This fee will be detailed on your quote.
  • Depending on the quantity of items on hire we may require 2-3 hours to unload/re-load. Any deliveries/collection which require a shorter amount of time or an exact delivery/collection window will incur a charge. This charge will be detailed on an invoice and deducted from your damages deposit.

Please note that we will not deliver hire items to a location outside to be left in the rain, all deliveries must be received indoors or under a suitable canopy. We reserve the right to refuse delivery if should no suitable canopy/covered or indoor area be provided for delivery. If we refuse delivery your full balance paid and booking fee are non-refundable, so please ensure we have a suitable location to delivery to.

Our hire items are indoor use only, unless otherwise agreed in advance, you will be charged if an item is positioned outdoors in the rain and gets damaged. You will be invoiced and the charge will be deducted from your damages deposit.

We must have cleared funds before the day of delivery. If you do not pay your balance in full and you do not cancel, you will still be liable for the amount due and we will not deliver or allow you to collect.

Damages
Hire items are the responsibility of your nominated person from delivery or collection from us if you are hiring dry-hire items.

Replacement values vary but are typically 4-8 times the hire value, so items as they are antique or unique can be 10 times replacement value of the hire value.

Any missing hire items will be charged at the replacement item value.

Incase of spills or stains on upholstery or linen if we are unable to remove the stain you will be charged a professional cleaning fee and a fee for the items being out-of use during the cleaning period.

Professional cleaning charges:

  • Upholstery seating from £40
  • Linens from £2.50

Please note that we also charge for replacements/damages caused to our boxes/packaging. You will be sent an invoice for any missing or damaged items.

Use of candles
We love the effect that you get from real candles however due to the age of some of our hire items we ask that:

  • Real was candles are not used with any of our votives, candlesticks, Glass cylinders, lanterns or unless they are used within enclosed containers or non-drip was candles.
  • We do allow taper candles to be used with our candelabras however we ask that you use non-drip wax.
  • Candles of any type are not permitted within hanging glass baubles as they may break.
  • If candle wax if found on any of our hire items you will be charged a cleaning fee equivalent to the hire value, if the wax is difficult to remove a replacement/damages fee of up to 10 times the value will be charged.
Can I use the hire items outside?
We do allow certain hire items to be used outside. Please ask for details regarding the hire items you would like to book.

Please note should we discover that hire items have been moved to an outdoor location or used outdoors without prior permission and become damaged or faulty you will be charged.

We also ask that you observe the following should we give permission for the hire item to be used outside:

  • Items must not be left outside overnight regardless of weather conditions.
  • If using rugs or aisle carpet runners outside we ask that you use a plastic sheeting underneath so that they do not get damp or stained from dirt and grass.
  • Hire items must not be placed onto dirt or any wet surfaces which will cause staining.
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.

Hire for Styled Photoshoots
We love to see our hire items used in styled shoots, but due to the number of requests we receive to participate in photoshoots and the items being damaged we ask the following from planners, photographers, stylists or event profs looking to book our hire items for photoshoots:

  • There is no minimum order, you are welcome to come and collect dry-hire items, should you wish us to deliver/collect or for us to participate as a stylist please contact us for a quote.
  • You will be asked to sign a Styled Shoot Agreement
  • We ask for both low and high res images to be sent within 28 days after the shoot takes place regardless of images being submitted for magazine submissions. We are of course will use our discretion around image use when being submitted for magazines/blogs.
  • Detailed product photos both with or without a model are requested and appreciated.
  • Credit where credit is due. Please link back to our website or a tag in social media when posting images online.
  • To get the ball rolling on hiring items for your photo-shoot, either send us an email or complete our enquiry form with a detailed brief, mood-board/pinterest images and the items you are interested in hiring.
If my Wedding or Event is cancelled do I get a refund?

No, we would advise you to take out Wedding/Event cancellation insurance. 

Do you hold my data/Personal Information?

How we may use your personal information:

Provide delivery drivers with your contact details so they can contact you regarding delivery and collection logistics.

Inform you via regular newsletters about offers, hire products and our wedding planning and styling services. You may opt out of receiving this information at any time by unsubscribing from our newsletters.

For our corporate and business clients we may use your logo or event images on our website, across social media and in our promotional material to make it known that we were an appointed supplier or have acted for you, you have the right to refuse this. If this is the case please contact us.

Please refer to our privacy policy for more information.

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