PAYMENTS, DELIVERIES AND RETURNS

PAYMENTS 

Payment is via direct bank transfer for custom orders or you can pay by card  if purchasing from our online shop.  

If you place an  order  direct with us, we can offer a free 50/50 payment plan for customised orders to help you budget. You pay 50% on placing the order and 50% prior to dispatch. However, you can pay in full if you wish. The free 50/50 payment plan is not available in our online store.

We are required by law to apply vat to all applicable sales at a rate of 20%. If you are one of our friends in the neighbouring European countries or Channel Islands, we will not charge you UK VAT but you will be responsible for meeting any import fees and local taxes in your own country. We can discuss this when you place your order.

DELIVERIES

We use Parcelforce Worldwide or UPS for our large items and large orders. The cost for delivery will be based on how many parcels are sent, their weight and dimensions. For our smaller items we use Hermes tracked or Royal Mail 1st or 2nd class. We do not make any profit from postage costs, what you pay is what we pay the delivery companies ourself.

Where possible we request our couriers to send you a text and / or email on the day of delivery to advise you of a timed delivery slot. Not all services offer this facility but we will inform you if it does. We will ask your permission to share your mobile number or email with our couriers.

Please note, we will not dispatch orders until the balance is received in full. The contents of your order remain our property until your balance is paid in full.

We strongly advise you not to book any party's or photoshoots before your tents / accessories arrive. We do encounter delays accessing timber and fabrics and delays to courier deliveries all of which are outside our control. We will advise you if we expect any delays with your order.

RETURNS, REFUNDS & REPLACEMENTS
All orders are customised to your requirements.  Therefore, once you pay your deposit, it is non refundable once we have cut the timber or fabric. Orders can only be returned if they are damaged, not fit for purpose or there is a manufacturers fault. We fully honour your rights under the Consumer Rights Act 2015 & The Consumer Protection (Distance Selling) Regulations 2000. 

In the event we get your order wrong, it is damaged or faulty, we would ask that you first inform us in writing no later than 7 days after receiving it and attach any helpful photos to enable us to assess the issue. Where we agree to a replacement / repair, we may require the item to be sent back to us at our expense and by our method of courier within 14 days. Once we have examined the item, and we feel it needs repairing or replacing, we will do so as quickly as possible to enable you to get back to trading with your equipment. We will deal with the matter sensitively and quickly. Mistakes can be made and damage can occur during delivery and we do our best to minimise the chances of this happening.