Frequently Asked Questions

When it comes to hiring our furniture and accessories to make your event perfect we know that you may have a few questions. To help put your mind at ease, we’ve collected the most common questions we get asked and have added answers to help you with your planning and preparation. We’ve even split them up into handy categories so you can get straight to the part of our frequently asked questions that you need:

DepositsOrdersPaymentDeliveryHireContactDocumentation

 

Deposits

Do I need to pay a deposit?

Yes, due to the popularity of our items, we require a booking deposit to secure them for your date, and this amount is 25% of your booking.

Can I change my order once I have paid my deposit?

Yes, you can add more items to your order after your deposit, and we are happy to do this as many times as you like! If you wanted to decrease the order we would need to look at this on a case by case basis.

 

Orders

How do I place an order?

Email, ring (0845 467 7483) or send us a message through the enquiry form. One of our team will get back to you as soon as possible.

I’ve placed an order online – what happens next?

We will check to see if the items are in stock, and then we will issue you a quotation including delivery/collection, damage waiver and VAT costs. Once you have approved the quotation your booking paperwork is issued, and once this is returned, along with your 25% deposit, we can secure the items for you.

If the items were not in stock, we would suggest an alternative for you.

Can I cancel an order?

Cancellation of orders will incur a fee depending on the notice give. Please refer to our terms and conditions.

Is there a minimum order value?

During the months of May – September we have a minimum order value of £250 (excluding delivery) however, we pride ourselves on our versatility, so we furnish everything from the most intimate events of 10 people to the largest events with 1000+ attendees

Can I order the day before I need the furniture?

Yes! If we have the stock and the delivery slots available we can process your order. 

What do I have to do to secure the booking?

  • We send you a quotation to approve.
  • Once approved, we issue your booking paperwork for you to complete along with your deposit invoice.
  • Your booking is secured, once your booking paperwork is returned, along with your deposit payment.

 

Payment and Costs

I’ve found a cheaper price elsewhere – what can Rio Lounge do?

If you receive a cheaper quote based on like-for like furniture please send it through to us and we always aim to price match it or even better – beat it!

Does the price include delivery and collection?

No, the prices shown on the website are for the hire alone.

Are your website prices inclusive of VAT?

No, the prices shown on the website are exclusive of VAT. Your quotation will show the final pricing.

Do you offer discounts for midweek or off peak events?

Yes, we sometimes can offer discounts for off peak events.

Do you charge a damage waiver?

Yes, we charge 3% which covers general cleaning and wear and tear, for example if a table top was to receive minor scratches. However, if furniture is damaged and needs substantial repairs or needs to be replaced you will be charged additionally for this.

Do I have to pay a damage deposit?

We charge a damage deposit only in the following circumstances:

  • for furniture that is being transported where you will be using your own transport, and our crew are not involved in the delivery/collection
  • for any large scale events that are deemed a high risk, e.g music festivals
  • for certain products that are deemed a high risk, e.g champagne cork stools, lanterns

How and when do I pay?

We accept all major credit, debit cards, or a BACS transfer. Settlement of the account is strictly 7 days prior to delivery unless otherwise agreed in writing by Rio Lounge.

 Are the hired items insured?

No, you as the hirer are fully responsible for the hire goods and must insure against all risks.

 What is your cancellation period?

Acceptance of a quotation constitutes an order and is consequently subject to the following cancellation fees:

  • Cancellation received within 14 days of delivery date: 50% of the hire charge is payable
  • Cancellation received within 7 days of delivery date: 75% of the hire charge is payable

 

Delivery

Do you deliver the furniture?

Yes, we use only our own crew to deliver to you.

Do you set up the furniture?

Yes, we provide a full installation and set up as part of our delivery service.

Do you offer timed delivery and collection slots?

At the time of booking, we will ask for your preferred delivery date and you can advise of any preferred time slots, that we will do our best to accommodate.  One week before your event, we will confirm your delivery time slot.

Do you delivery outside of normal working hours?

Yes, we operate 7 days a week, and we do not charge extra for weekend deliveries. However, we do charge a small fee if you need us to deliver/collect after midnight.

Do you do international deliveries?

We serve the whole of the UK and are happy to deliver anywhere in Europe.

Can I collect the furniture instead?

Unfortunately, due to our insurance, and health and safety requirements at our warehouse, we cannot offer a customer collection service.

Do you offer express delivery?

Yes, if we have the stock available and vehicles ready to deliver, we will do everything to help you out. Please call us on 0845 46 77483 to check availability.

Can I change my delivery date?

Yes, if you give us enough prior notice and it fits in with our busy schedule!

What happens if the items are damaged and need to be replaced or repaired?

Any damages on site will be recorded by our crew and  If the goods are damaged beyond economical repair, you as the hirer will have to pay the full write-off costs.

What type of service can I expect when the delivery takes place?

Our experienced delivery drivers with install and display all furniture to meet your needs.

Do you offer a dismantling service?

Yes. We come back to collect the furniture at a date and time agreed with you.

Do I need to provide a set up plan?

An idea of how and where you want the furniture to be set up is useful for our crew. Otherwise, they will set it up as they see fit.  Don’t forget we also provide a free service designing your layout for you.

 

Hire Items

What hire periods are available?

We offer a five day hire covering delivery/collection and your actual event.

Can I extend my hire?

Possibly, depending on availability. We try and be as flexible as possible!

Is the furniture waterproof?

We offer different ranges, and you will see on the website our outdoor furniture range which is specially designed to survive the elements.

I want to put the furniture outside – is this possible?

Absolutely! With Rio Lounge you can bring the party outside with our stylish outdoor furniture range. However, if you have hired furniture that is not for outdoor use, please do not place outside whilst there is wet weather as the furniture will take in water and become damaged, beyond repair.

Do you own all of the equipment you use?

Yes, we have over 12,000 sq ft of warehouse space and own all our furniture.

I want to hire an item, but I cannot find it on your website?

Most of the items we hire are shown on our website, however, if you are looking for something specific please get in touch with us.

Are the images on your website the actual furniture you supply?

Absolutely! What you see is what you get. We have a studio in our warehouse where our photographer captures all our products.

I need to know the dimensions of a product?

Our website contains all the dimensions and information for each product.

Do you supply gas for the heaters?

Yes, we hire out the uber stylish Athena Patio Heaters, which are supplied with a 5kg gas canister which sits inside the patio heater so it’s not seen at your event.

Is all of your equipment clean and ready to use?

Absolutely. We employ a team who clean our furniture around the clock. Our furniture is wrapped once it’s cleaned to keep it pristine during the delivery process.

 

Contact

What is the best way to contact you?

Give us a ring on 0845 46 77483 or alternatively send us an email at hire@riolounge.co.uk and a member of the team will get back to you as soon as possible.

How do I get in contact with Rio Lounge outside office hours?

We have an emergency out-of-hours contact line available, and this is provided to you during the booking process.

 

Documentation

My venue is asking for a PAT Certificate & Public Liability Insurance, can you provide this?

Yes, we can email them out on request and you can also find a copy of our Public Liability Insurance by clicking  here.