Frequently Asked Questions

General

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How long is the hire period?

Typical example – Party is on Saturday night we would suggest we deliver your props on Wednesday or Thursday before the party.

We would then collect Monday or Tuesday the following week.

You choose your delivery and collection days at the checkout…
Maximum 6 day hire.

Can we have the items longer?

We are happy to extend the hire period by prior arrangement.

Please note that this may incur and extra charge.
Contact us for a chat.

How do I place an order?

Add your items to the basket, choose your delivery and collection days at the checkout and fill in your details and make payment.

Once we receive the order we will check stock levels and our event diary to ensure your chosen props are available for the dates required.

If you prefer to order over the phone, just call us anytime – 0115 955 7007

What happens if my item is no longer available due to breakage or rotation of stock?

We cannot foresee breakages by our other customers but in the very unlikey situation that one of your items is not available we will always replace like for like or similar designed items. Due to the bespoke nature of some of our items we will inform you promptly to allow you reassess your hire items.

In the unlikely event that this happens and you are unhappy with the replacement then you will be entitled to a full refund for that particular item.

Do you set the items up?

No we don’t…

However all of our props have been chosen for their ease of setup.  They are very simple to set up and after booking we send links to videos to show you how to setup… Contact us for more details.

Please note some items need two people to assemble.

We are happy to give advice and help over the phone, just call – 0115 955 7007

Delivery and Collection

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When will I get the props?

You choose your delivery and collection day at the checkout

We strongly suggest having your props delivered at least 2 days before your event so you have time to find out if parts are missing, familiarising yourself with the setup and also just incase you miss delivery.

Where do you deliver?

We deliver throughout the UK mainland.
We generally use ParcelForce or TNT.

When do you deliver and collect?

Our standard delivery and collection hours are between 09:00 and 17:00 Monday to Friday.

Unfortunately we are not able to give you a more accurate delivery time.

We do not deliver on a Saturday.

Does someone need to be there for the deliver?

Yes, you need to be there to received the delivery or arrange for someone who is happy to take responsibility for the items.

Do you collect from hotels/venues?

We have had bad experiences when collecting from venues in the past:

  • The person on reception at the time the courier turns up to collect has no knowledge of the parcel.
  • The box of props can’t be found as someone has moved it…
  • It takes too long for staff member to get the box of props to the courier (courier only has a few minutes to wait at each collection)

There are many risks when collecting from a venue, remember it is your responsibility to make sure the safe and timely return of the props to us. 

Please call us if you wish to discuss this 🙂

Can we collect the items ourselves?

We are based in Nottingham so you are welcome to collect by prior arrangement.

Contact us for more details.

Missed delivery / collection

Sometimes deliveries are missed…
We strongly suggest having your props delivered at least 2 days before your event so you have time to find out if parts are missing, familiarising yourself with the setup and also just incase you miss delivery.

Payments and Deposits

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How do I pay?

Full payment is made on booking, this secures your prop hire booking for your chosen dates.

Payment can be made by card over the phone.

You can also pay via bank transfer to our business account.

Deposit

As the items are hire items we need credit/debit card details to act as a deposit – We are fully PCI & GDPR Compliant, once items are returned your details will be securely destroyed.

For further details please see Terms and Conditions

Damages
Reasonable wear and tear is acceptable and on the odd occasion we understand that things might get damaged… We will make all efforts to repair at a minimal cost to you.

If items are either not returned or returned in a condition where we are unable to repair then we will have to reluctantly recover costs from your deposit.

Can I cancel or change my booking?

We understand plans sometime change.. No problem as long as we have enough time you will receive a full refund.  

If you wanted to amend or cancel your booking, please see cancellation terms below:

  • More than 4 weeks before the event – 100% of payment refunded
  • 4 weeks or less before the event – 75% of payment refunded
  • 3 weeks or less before the event – 50% of payment refunded
  • 2 weeks or less before the event – no refund

We hope this FAQ is comprehensive however if you still have any questions, just email or call anytime.