General Question
Can I Change my order ?
Your order is flexible. We understand that numbers go up and down, the weather changes and unexpected things happen. Once an order has been placed with us you are welcome to change it as often as you like, subject to these conditions:
Orders may be added to at any time prior to leaving the warehouse, subject to stock availability.
Orders may be reduced at any time up to 14 business days before the stock is due to leave the warehouse.
Will I be charged for breakages or damage ?
Any breakages, losses or damages are charged after the event. Once your items are returned to our warehouse they are assessed by our Returns team and breakages, losses and damages are noted. Where losses or damages are within 10% of the value of the hire, the credit card on file is automatically charged. For unusually high losses or damages, a member of our team will try to reach you to discuss prior to charging the card. Unless dangerous, damaged items will be kept in our warehouse for 7 days for inspection.
Do items need to be returned clean ?
Generally, all products need to be clean before returning . In particular, any food, wax or debris needs to be cleaned from crockery and cutlery, furniture and accessories.
What is the cancellation policy ?
The Hirer may cancel an order but may forfeit any hire fees paid as follows:
- If booking is cancelled 4 weeks before the event date, Dunn events will make a full refund of any hire fees paid minus the 30% deposit paid
- Bookings cancelled 1 – 3 weeks before the event date will forfeit between 50% and 100% of the total hire fee depending on the time of year;
- Bookings cancelled within 7 days of the event date will forfeit 100% of the total hire fee. These cancellation terms apply to cancellation of individual items that make up more than 10%of any confirmed order.
How do I get a quote ?
If you would like to request a quote online, proceed as if you were placing an order. Select the items you are interested in and fill in the details required, including dates required. At the end of the hire cart process you will be given the total quote .
If you would like to request a quote over the phone or in person at our showroom, simply tell our friendly staff when providing details
Can I get my hire items set up and packed down ?
we do offer a set-up and pack-down service of. Set-up fees are priced per item and are in addition to the hire fees. Set-up and pack-down will be completed by our delivery drivers. A detailed floor plan must be provided, along with a contact phone number.
If you would like to add a set-up or pack-down service to your hire, please advise us when placing your order.
What if something is missing form my order ?
We advise all of our customers to check their Hire Contract thoroughly as soon as they receive it, to ensure that the correct items and quantities are recorded. Should you make any amendments after receiving your initial Hire Contract, you will always be sent an updated copy of the Hire Contract. Should you not receive this, we suggest first checking your junk email folder. If you still have not received it, simply call the showroom and we will re-send the Hire Contract.
If you realise that an item you wanted has not been delivered and is not on your Hire Contract, then it may be possible to collect the item from our warehouse. Alternatively, we may be able to arrange a delivery (additional delivery fees will apply).
If you think an item is missing that is listed on your Hire Contract, call dunn events immediately. Often we will be able to tell you which box the item has been placed in, or whereabouts it has been placed. If the item is still at the warehouse or on the delivery truck, we will deliver it to you as soon as we can prior to the start of your event
Is there a delivery fee for items ?
Yes, Dunn events charges to deliver our products, and delivery fees are calculated per order based on:
- the type and quantity of products hired
- access to the venue, including use of stairs or lifts;
- any restrictions on delivery and collection times.
Delivery fees are subject to change, and will be recalculated if, once an order has been placed, your order is amended to change any of the above
Is after hours delivery available ?
Yes, Dunn Events is operational 7 days a week and offers a 24 hour service. However if you require delivery or collection outside our normal operation hours, you will incur an additional fee. Please contact the team for pricing.
Can I pick up hirer items myself ?
Yes, you are able to collect some of our items only. Please contact our team for more information. All customer collection orders require full payment 48 hours prior to collection date. Please ensure that you arrange to collect your order in a covered vehicle. Please bring blankets and straps with you to secure the items during transit.
How far in advance do I need to book equipment ?
There is no set time frame that you need to book by. You can book months, days or hours in advance.
We recommend booking about 4 – 6 weeks in advance for marquees, especially during our busy season of October – March, other items about 2 – 4 weeks in advance. The later you leave it to book the higher the risk for you that we won’t be able to supply the equipment.