Frequently Asked Questions
What area do you cover?
We cover the South West of England predominantly for deliveries and collections. If you have guests that are travelling up from Cornwall, they are welcome to collect and return to us on your behalf if they are happy to do so (and have a big enough vehicle)!
Are you VAT registered?
All hire orders are subject to VAT at the current rate, currently 20%.
Do you charge for delivery?
You are welcome to collect and return from us at no charge, however, we need to ensure someone is available to meet you at our base, so please advise of a date and time as soon as you can.
We deliver all over South West England and delivery is charged at 45p a mile. In order for us to deliver and collect, we have set minimum hire values dependent on the distance from our base (TR16).
Up to 50 miles – £350 (excl VAT)
Over 50 miles – £500 (excl VAT)
What is your minimum hire charge?
Whilst we have no minimum hire charge, due to the amount of orders we receive, under normal circumstances we regretfully cannot deliver lower hire value orders. Please refer to the delivery charges section for details of this. You are welcome to collect and return hire orders to us, however we require specific times of collection and return as the storage unit is not manned 7 days a week.
What is the hire duration of the items I have ordered?
Our hire term is typically 3 days. We will usually deliver the item the day prior to the event and collect the item the day after. Where we can, we are happy to be flexible around the delivery time however, during our busy months (April – October) the delivery and collection time may be scheduled based upon location.
Should you wish for an extended hire period, please make us aware of this when requesting the booking.
Can I visit you to look at the items before booking?
At Out of the Ordinary event Hire we pride ourselves on the quality of our items and actively encourage our clients to visit (by appointment) before placing an order.
We are also able to set out a table for you to play around with our stock to enable you to decide how you want your tables to look on the day, to understand what might or might now work and to hopefully relieve some of the stress when you come to set up on the day.
What happens if an item is broken or lost during the hire?
Any breakages in transit (where we have delivered) or shortfalls in items MUST be notified to us prior to the event. We will endeavour to rectify the situation if we are able to and if time permits, however we strongly advise ordering extra of key items to avoid unnecessary stress, time and additional delivery miles.
We understand that breakages and loses happen during an event. Dependent upon the item we will try our best to first repair the item to keep the costs minimal. If the item is beyond repair, in accordance with our terms and conditions, the item will be charged at replacement value.
When hiring delicate and valuable items we may charge a damage deposit for the goods, however should no damages or loses occur during the hire, we will endeavour to ensure this deposit is returned within 3 weeks of the items safe return. If no damage deposit has been charged, but items are lost or broken, we reserve the right to invoice for the item at it’s replacement value.
Do you offer a set-up or styling package?
Yes, our experienced stylists can help conceptualise, design and create your wedding style. They have an in-depth understanding of current trends and an eye for what works. We can also offer event setup and coordination if needed. Agreement to set-up, style or coordinate is on a case-by-case basis and would be subject to an additional charge.
If we cannot meet your requirements, we will happily recommend stylists that we have worked with previously and are luckily to have a few trusted and talented stylists that we can recommend.
Do you offer wedding planning and on the day co-ordination?
We are regularly asked this question! We offer complete weekend wedding management or on the day coordination. If you are looking for a full planning service we are lucky enough to frequently work with the best wedding planners in the South West and whilst we do not offer Wedding Planning we will happily put you in touch with someone who we highly recommend.
I have order Plates/ Vintage China/ Glassware/ Cutlery does this need washing before I returning the items?
We factor any cleaning/ washing costs in the hire price. All we ask is that;
- Plates have any excess/ loose food removed
- Glasses and cups are emptied of any excess fluid
- Cutlery is rinsed in warm water to remove any excess food
Do you actively stock the hire items on your website?
We are asked this question a lot from clients who have contacted other companies for items only to find these need to be ordered in, sourced from elsewhere or sub-hired from other companies.
The items that appear on our website are in stock and available to view (by prior appointment) at our unit near Redruth. Obviously during busy times, items can be out on hire, so if you are specifically wanting to view certain items please make us aware before your visit.
How does the order process work?
Once you have confirmed the items you wish to hire, we will send you across a quote for the goods. If you are happy with the quote, we will confirm this with a formal invoice. Upon booking a 25% non-refundable deposit is required. The remaining balance is then due 14 days prior to the event date or when final numbers are known.
Please note on the transfer of the holding deposit you are also actively agreeing to our Terms & Conditions .
Do you accept credit card payments?
Our new invoicing system allows clients to pay using PayPal or BACS. Please contact us to discuss if you have any queries.
My venue has requested copies of your Public Liability Insurance, are you able to provide these?
We are fully insured up to £5 million and we will happily provide copies of the certificate to you or to the venue directly. We have the privilege of working with many of the venues within the South West and most will already have a copy of our insurance certificate on file.