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Frequently Asked Questions

We hope our Frequently Asked Questions below will provide you with the information you require.

If you need further clarity please call us on 0203 095 9818

When are my items booked?

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.

Can I change my order?

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.

What is the Damage Deposit?

When you hire form us we take a £200 deposit. If you return the items hired undamaged, we will refund this deposit to you in full.

You will I loose all, part of a deposit and even incur extra charges in the following circumstances.

  1. If the delivery circumstances are not as stated on the hiring contract.
  2. If items have not been repacked when we collect them and our driver has to find or pack items.
  3. If items are missing or damaged.
  4. If no one is on-site to meet our driver at the scheduled delivery or collection time agreed on the hiring contract.
  5. If items have not been rinsed to remove food.
  6. 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.

Do you deliver and collect?

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.

Time Slots for Deliveries and Collections

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.

Do you have a minimum order value?

Our minimum order value is £100 + delivery + VAT for us to deliver within Greater London, or a 30 mile radius of our warehouse or if you wish to collect and return items to us.

How long can we keep the items?

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 0800 – 1730. Our warehouse is closed to deliveries and collections at Weekends and on Bank Holidays.

Washing Up Service?

We charge 25% of the rental fee to clean certain items hired e.g. Tables, 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.

To save you money 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 temperatures 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.

Can I collect from & return items?

Yes – You can collect the items from our West London warehouse yourself or via an Addison Lee Van or UBER type service.  Simply return the items to us when your event is over.

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.

How do you pack the items?

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.

What payment types do you accept?

We accept payment by Bank Transfer, Visa and Mastercard. We do not accept American Express.

Can you post items?

We are unable to post any items.