Frequently Asked Questions
NEW TO HIRING OUR ITEMS? READ THIS FIRST!
When you hire from us we take a minimum of £200, up to 20% (of the net contract value) as a deposit. If you return all of our items undamaged, we will refund this deposit to you in full.
When our driver arrives to collected our items you must give him all the items you hired from us. You will be charged for items you do not give to the driver, if they are missing or broken.
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 I loose all, part of a deposit and even incur extra charges in the following circumstances.
- If the delivery circumstances are not as stated on the hiring contract.
- If items have not been repacked when we collect them and our driver has to pack items.
- If items are missing or damaged.
- If no one is on-site to meet our driver at the scheduled delivery or collection time agreed on the hiring contract.
- Food residue has not been rinsed off the items after use.
- 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.
For a full list of circumstances please check our terms and conditions on this website or your hiring contract.
We want you to relax and enjoy your event so you can keep anything you hire for 4 days. That way you can collect or we can deliver a day or two before and collect after the event. If you require the items for longer we can arrange this at an extra cost.
You can collect and return items from / to our warehouse Monday to Friday between the hours of 0900-1200 and 1400- 1730. Our warehouse is closed to deliveries and collections at Weekends and on Bank Holidays.
Your items are booked when you have paid a deposit or in full. We cannot reserve items for you. If we provide you with a Quotation we guarantee the prices quoted for the duration of the quotation but not availability.
When you book items in advance by paying a deposit these items are allocated to you, you cannot then reduce your order. If you require more of a specific item it may not be available for the dates you need it.
You cannot change your order on the week of delivery as it is already being prepared.
You may be able to change (but not reduce) the items if they are available however a change can only be made 7 working days prior to delivery once, all other charges will incur a £15 admin fee on each occasion.
We have Six of our own vans that deliver and collect all over London and the surrounding counties, and further afield, 7 days a week.
The most cost effective time for us to Deliver and Collect is during office hours Monday to Friday.
Our delivery charges are based on the the distance from our warehouse to the delivery / collection address. We charge extra for Evening, Weekend, Night and Bank Holiday appointments.
You can collect and return items from / to our warehouse Monday to Friday between the hours of 0900 – 1730. Our warehouse is closed to deliveries and collections at Weekends and on Bank Holidays.
The hirer, as well as any persons (including couriers) collecting hired goods on behalf of a hirer, must provide a valid form of ID to DG Trading Limited before any hired goods will be released. Orders that are collected or returned by the customer or their agent must have been paid for by bank transfer. DG Trading Limited are not responsible for any waiting charges incurred by a customer.
Valid forms of ID are a UK drivers licence or a UK issued debit card with a corresponding bank statement dated with the last 30 days. These are the only accepted forms of identification. DG Trading Limited reserve the right to ask for extra forms of ID as it sees fit.
We understand that some delivery and collection time slots may be very tight for some venues, however factors beyond our control may affect the route such as Police Incidents, Road Closures, Traffic issues with previous jobs and our staff and vehicles that mean we cannot make the requested time slot. Classic Crockery Event Hire will not be held liable for any charges you may incur in relation to our delivery or collection.
If you have a particular time when we must be on-site to deliver or collect this will be noted and we will have the best of intentions to adhere to it. We therefore ask that the venue and your representative is available to meet our delivery or collection.
Our minimum order id £200 of goods of hire (excluding VAT) for London area and for self-collection and drop off, for outside London area the minimum order depends on the mileage. Please contact our sales team on 0203 095 9818 for more information.
We charge between 10% to 20% of the rental fee to clean certain items hired e.g. Crockery, Cutlery, Glassware, Candelabra, Linen and Seat Pads. We may charge you extra to remove any “additional” items that are attached to our items such as flowers, tags, stickers, floor protectors. staples, ribbons etc.
We recommend all items are rinsed to remove food items after use e.g.
1. Food and drink on crockery, cutlery and glassware, once it dried it can damage the items.
2. Some foods stain crockery, especially if they contain colour additives, oils or acids e.g. turmeric, balsamic vinegar or lemon.
Dirty items with dried food on them need to be washed for longer at a higher temperature which risks damaging the items. We have very high hygiene standards, which involves us using softened and multi-stage filtered water to wash items to ensure they are clean and ready for the next customer.
Yes – You can collect the items from our West London warehouse yourself or via an Addison Lee Van or UBER, taxi type service. Simply return the items to us when your event is over, please note two forms of ID will be required.
You can collect and return items from / to our warehouse Monday to Friday between the hours of 08:30 until 16:30. Our warehouse is closed to deliveries and collections at Weekends and on Bank Holidays.
We ensure all items are properly packed to keep them safe and enable you to move, store and repack them after use easily. We use crates for glasses and cups, rigid plastic crates for plates, glassware, cutlery and everything else. For good measure some items like tea pots and glass jars may be supplied in padded cloth pouches as well as crates. Furniture has protective sheets where possible.
We accept payment by Bank Transfer, Visa and Mastercard. We do not accept American Express.
We are unable to post any items.