FAQS

A. You should ensure all goods are accounted for using the provided itemised checklist, equipment should be carefully packaged up in the way it was delivered to you. Take particular care to ensure goods are secure and won’t roll around or impact against other items when in transit. Use the cable ties provided to seal the cases and insert the cases in the courier bags (where applicable). Depending on the courier company used, we may provide you with either a courier return label or a generic return label. Please ensure these are secured to the outside of each package before the courier collects.

A. You will receive a return reminder email the day before your hire ends with all the details of the collection.

Collections are booked on an ALL-DAY service (8am – 6.30pm).

If your plans have changed and aren’t able to stay in, you have two options, you can:

1. Provide us with an alternative collection address where somebody will be in all day

1. You can drop it off at your nearest Courier depot or Click and Collect point.

If you opt for either of these options, you’ll need to let us know by 2:00pm the working day before your day of collection to avoid unnecessary charges.

A. Unfortunately we have to charge for late returns and missed collections as these can impact future orders. If the equipment is not ready and available for pick up at the address agreed on the day of pickup, you will be charged a £25 failed collection fee and charged for the extension of hire as laid out in the Terms and Conditions.

If you miss a collection or have a problem getting the kit back to us, please call us as soon as possible to make alternative arrangements on 0207 585 5122.

A. You will receive two emails, the first letting you know the equipment is back with us, the second confirming the equipment has been checked, tested and the order has been closed.