Q: Can I make changes to my order?
A: Yes. Reductions to your order can be made up to 7 days before delivery, and additions can be made up to 2 days before your hire, subject to availability. (See Clauses 9.1–9.3 in our T&C’s for full details on changes and alterations.)

Q: Can I return items dirty?
A: Yes. All cutlery, crockery, and glassware can be returned dirty at no extra charge. Items should be free of food and returned in the crates provided. We will handle cleaning at our warehouse. (See Clause 5.3 in our T&C’s regarding return and cleaning of Hire Goods.)

Q: How does the pricing structure work?
A: All prices listed on the website are based on a standard 3-day hire period (day of delivery, event day, and day of collection/return). Longer hire periods are available at discounted rates—please check the calendar feature or contact us for periods exceeding one month. (See Clause 2.3 in our T&C’s regarding standard and extended hire periods.)

Q: Does your pricing include VAT?
A: Prices shown are exclusive of VAT. When you add items to your basket, the final total—including any applicable VAT and delivery charges—will be displayed. (See Clause 2.7 in our T&C’s.)

Q: Is there a minimum spend?
A: There is no minimum spend for pick-up orders from our warehouse. For deliveries, the minimum spend depends on the delivery distance from our warehouse. Please use the calendar/address feature to check your minimum spend. (See Clause 4.1–4.5 in our T&C’s regarding delivery charges.)

Q: How does payment work?
A: Non-account customers are required to pay a 25% deposit at the time of booking to secure your order. The remaining balance is due 14 days prior to delivery. Payment can be made via BACs or card over the phone, and full payment must be received before delivery. (See Clauses 2.2–2.4 in our T&C’s.)

Q: Is a deposit required?
A: Yes. For bookings made more than 14 days before your event, a 25% deposit of the total order is required to secure your items, with the balance due 14 days prior to delivery. For bookings within 14 days of your event, full payment is required upfront. (See Clauses 2.2 and 2.5 in our T&C’s.)

Q: What payment methods do you accept?
A: Payments can be made via card or BACS. Deposits secure your booking, and balances must be cleared prior to delivery. (See Clauses 2.4–2.5 in our T&C’s.)

Q: Can I split my payment between different cards or people?
A: Payment must be made in full by the Customer responsible for the Contract; split payments are not accepted unless agreed in writing. (See Clause 2.10 in our T&C’s.)

Q: Is there a security deposit required?
A: Yes. A 20% Security Deposit will be pre-authorised (shadowed) on your chosen credit or debit card at the time of booking. No payment will leave your account if all items are returned in the condition they were sent. (See Clauses 2.5–2.6 in our T&C’s.)

Q: What happens if items are lost, broken, or damaged?
A: Upon return to our warehouse, your order will be checked. Any items that are missing, broken, or damaged will be invoiced at their replacement cost and charged to the card on file. This may take up to a week during busy periods due to cleaning and processing. (See Clauses 5.4, 6.4–6.7 in our T&C’s.)

Q: Can I lose part or all of my deposit?
A: Yes, the Security Deposit may be partially or fully retained, or additional charges applied, in the following cases:
- Items are missing or damaged
- Items are not packed in the boxes or crates provided and/or ready for collection at the agreed time and place
- Access is prevented on site
- Food residue has not been removed (items should be scraped clean; the Company will perform full cleaning)

(See Clauses 2.5–2.6, 4.7, and 5.3–5.4 in our T&C’s.)

Q: How long can I keep the Hire Goods?
A: Standard hire is 3 days (delivery day, event day, and collection day). Extensions are charged at 20% of the rental per additional day. (See Clauses 3.1–3.3 in our T&C’s.)

Q: Can I use Hire Goods outdoors?
A: Outdoor use is allowed only if specified. You are responsible for protection against weather and environmental damage. (See Clauses 5.6 & 6.6 in our T&C’s.)

Q: What should I do if an item breaks during my event?
A: Notify us immediately. Damaged items may be charged at replacement or repair cost, and your Security Deposit may be used. (See Clauses 5.4 & 6.2–6.5 in our T&C’s.)

Q: What if something happens to the Hire Goods while in my care?
A: You are responsible for all Hire Goods from the time of delivery until collection. Any loss, damage, or theft will be charged at replacement cost, and may be deducted from your Security Deposit. (See Clauses 2.5–2.6 and 6.4–6.7 in our T&C’s.)

Q: Do I need insurance?
A: We strongly recommend arranging suitable insurance for all Hire Goods, especially for large events. All items remain your responsibility during the Hire Period. (See Clause 7.4 in our T&C’s.)

Q: What happens if items are lost, broken or damaged?

A: When Hire Goods are returned, our team will inspect and count all items. Any items that are missing, broken, or damaged will be charged to the Customer at the replacement or repair cost.

Please note that during busy periods, it may take up to a week to complete this inspection due to the cleaning and processing schedule.

For full details on liability, Security Deposits, and additional charges, please refer to Clauses 2.5–2.6 and 6.4–6.7 in our Terms & Conditions.

Q: Is there a charge for delivery/collection?
A: Yes, delivery and collection charges apply and will be quoted when you place your order. Our standard delivery/collection hours are 8 am – 6 pm, Monday to Friday. Requests outside these hours may be accommodated where possible, but additional charges may apply. (See Clauses 4.1–4.5 in our T&C’s.)

Q: How do I leave my equipment ready for collection?
A: All Hire Goods must be ready for collection from 8 am on the agreed day. Crockery, cutlery, and glassware should be scraped clean and returned in the provided crates. Catering equipment and refrigeration must be emptied and cleaned. Furniture and linen must be stacked and returned to the original delivery point. (See Clauses 4.7 and 5.2–5.3 in our T&C’s.)

Q: How does delivery work?
A: Our drivers will deliver to the address on your confirmation. Upon delivery, the driver will check the order with you. Crockery, cutlery, and glassware are delivered in crates; furniture is stacked; linen is delivered in bags. (See Clauses 4.1–4.7 in our T&C’s.)

Q: How far do you deliver?
A: We offer nationwide delivery where possible. Delivery charges depend on the order size and distance from our base. (See Clause 4.1 in our T&C’s.)

Q: I need my items urgently—how quickly can you deliver?
A: We strongly recommend placing orders at least one week in advance. While we aim to accommodate last-minute requests, delivery may be limited by item availability or scheduling constraints during busy periods. (See Clauses 1.1 and 4.2 in our T&C’s.)

Q: Can I choose my delivery time?
A: We try to accommodate time requests, but delivery is generally between 8 am and 6 pm on the agreed day. External factors such as traffic, weather, or scheduling may affect timing. (See Clause 4.2 in our T&C’s.)

Q: What happens if I’m not at the delivery address when you arrive?
A: The delivery/collection may be delayed, and additional charges could apply if access is denied or items are not ready. (See Clause 4.3 in our T&C’s.)

Q: Can you deliver outside the UK?
A: All Hire Goods must remain within the UK unless prior written consent is obtained. (See Clause 5.1.8 in our T&C’s.)

Q: Can I cancel my booking?
A: Yes. Cancellations more than 14 days before the event are eligible for a 75% refund of the balance paid; within 14 days, 50% refund. Deposits are non-refundable unless otherwise agreed. (See Clauses 8.1–8.2 in our T&C’s.)