FAQs

How can I view your stock collections?

The best way to view our collection is to visit our West London showrooms where you will be shown around by one of our sales team.

Alternatively you can view almost 100% of our stock here on our website. While we’re regularly complimented on our easy online search function we do still get asked questions from time to time so here’s a link to an article giving you some advice on ‘How to get the most from our stock search, and other features of our website’.

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Do I have to make an appointment to visit your showrooms?

No, you can visit us at any time between 8am and 5.30pm, Monday to Friday. It takes some time to view the whole collection so be sure to leave enough time to look around and place an order.

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Do I have to register on your website to view your stock?

No, you can view our stock without inputting any personal details. The only time you will need to register is if you wish to place an online enquiry or contact us through the website.

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How do I get a quote?

Through the website – Add the items that you are interested in to the ‘basket’, complete the details on the quote form (your contact information, when you need the items from etc) and then submit it to us. We will then get back to you with details of the costs and availability of the items.

In person – Once you have looked around our showrooms, one of our sales team can immediately give you prices and the availability of any items that you are interested in.

Over the phone – Just make a note of the stock code for the item you’re interested in and give us a call. As long as you know how long you need the item for we can quote the price over the phone.

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I need to hire an item for a long time, is this possible?

Yes, you can hire goods for as long as you need them. Our hire periods are worked out in weekly blocks and the costs reduce the longer you have them.

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I only need the goods for a day, is this possible?

Yes, you can hire our goods just for a day or overnight if you only need them for a short period. Our minimum hire charge is one week so you will pay the one week hire charge for all the items you hire. Our weeks run from the day you hire the goods to the same day the following week.

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I only need one small item, is there a minimum hire fee?

No, you can hire as little or as much as you need and you only pay for what you are hiring.

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How do I place an order / confirm that I am happy to go ahead with a quote?

Once you are happy with all the details on your quote or have selected all the items from the showrooms that you want, you must confirm the booking with a purchase order. This has to be on official company paper (clearly stating your companies contact details, the goods selected, the dates of the hire and the price agreed). You may also be required to pay for the hire of the goods before they can be dispatched.

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How can I pay for the goods I am hiring?

You can pay by debit or credit card (there is no charge for this), by cash, cheque or bank transfer. If you are required to pay before the hire of goods, funds will need to have cleared our account before we will release them.

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Do you deliver or collect goods?

Yes, we offer a delivery and collection service, using our own experienced team and our own vehicles. This service is at an additional cost to the hire and depends on where the goods are going to and our availability. Please ask your sales person for a quote.

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Can I arrange my own transport?

Yes, if you have your own transport company or a preferred supplier, you are welcome to use them. We do ask that customers ensure that all vehicles/couriers arrive with adequate space and equipment (ties, blankets etc) and that the goods you are hiring are fully insured whilst in transit.

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Do I have to get insurance? / How much should I insure the goods for?

Yes, it is your responsibility to insure all of the goods that you hire from the time they leave our premises to the time they are returned. This includes whilst they are in transit.

The amount that you need to insure the goods for is the full replacement value of the item which is detailed on our advice notes.

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What if I need to keep the goods for longer than I originally booked them for?

That’s fine, you can keep goods for longer if you need to but we would appreciate it if you contacted us to let us know. You will be charged for the additional time that you have the goods, this is known as an Extension or Extended Hire.

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Something got damaged while I was using it, what now?

Please contact us as quickly as possible with details of any accidents or breakages when they happen. Once the item has been returned to us, we will assess the damage and contact you regarding the cost. You will be charged for the repair of the item and for any depreciation in value if necessary. If the item cannot be repaired, you will be charged for its replacement. We ask that you keep hold of and return all the parts/pieces from the item as this can improve our ability to repair the piece and therefore reduce the costs incurred.

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Something went missing while I was hiring it, what now?

If something has been lost or stolen whilst in your care, you will be charged for the cost of replacing the item. The replacement values of all items are listed on our advice notes. We would appreciate it if you contacted us as soon as you become aware of the loss and should the item(s) be found at a later date, please return them and we will refund you the costs.

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Am I allowed to make changes to the items I have hired, for example, paint them a different colour?

No. Alterations or adjustments of any kind are not permitted without our written consent. If you wish to make changes, please contact us and we will confirm if this is allowed or not. If any changes are made without our consent, you will be charged for the cost to restore the item to its original state.

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I am a member of the public, can I hire goods?

Yes. Members of the public who are not part of an organisation can hire goods but will be required to complete some additional forms giving us full contact and payment details. We will also require photographic ID and proof of address before we can release the goods.

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I’m working on a production that’s based outside of the UK, can I hire goods?

Yes. Our props are used all over the world and we regularly hire to international clients. Our normal procedures apply but we may ask for a few more details from you (a valid VAT number for example, if applicable). We do not deliver or arrange shipping to other countries; this is the responsibility of the client.

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If you have a question and can’t find the answer to it here, please contact us on 020 8749 9925 and we will be more than happy to help.