Here you will find answers to frequently asked questions.
From the enquiry to the order:
How do I get a quote or a price overview?
You can either request your desired items via your personal shopping cart or send us an e-mail to email@example.com. We will then send you a non-binding offer by e-mail in a timely manner. Please note that requests via the shopping cart can be processed more quickly.
2. I'm looking for something specific, but I can't find it quickly either online or in the catalogue?
Contact us by e-mail at firstname.lastname@example.org or by phone +49 (0) 2871 / 21938-0 and we will be happy to help you. We are happy to take on board the wishes of our customers and thus try to constantly develop our product range to suit them.
3. I don't know exactly how much of what I need?
That is no problem. Contact us by phone on our hotline +49 (0) 2871 / 21938-0 or send us an e-mail with your request to email@example.com and we will try to help you as soon as possible.
How can I generate an order from an offer?
Please sign and return your offer (if necessary with a company stamp) by e-mail to your contact person. We will process your request as quickly as possible and then send you an order confirmation by e-mail. If you would like the equipment to be delivered/collected or even installed, please also complete the delivery information sheet enclosed. Please return this to us with the signed quotation. This will enable us to better calculate the costs for the booked activities and thus reduce the risk that the event will not be set up/dismantled on time or even that further unplanned costs may arise.
Is there a minimum order value?
You can order from us according to your individual needs.
Only orders with a net value of less than € 100.00 are subject to a minimum quantity surcharge.
6. how can I make changes/additions?
Please contact your contact person preferably by e-mail and have your personal offer or order number ready.
7. how can I pay?
You will find your personal payment term on your order confirmation. As a new customer, you can pay for the goods in cash or by EC card when you collect them from our office. For new customers booking a delivery, payment must be made in advance. Please understand that our drivers cannot collect payment on the spot in the event of a delivery. If payment is not received in time, we reserve the right not to deliver the order.
Everything about delivery/collection:
1. how do I know how late my delivery will arrive/collection will take place?
If you have ordered your items with a delivery/collection during the day, you can ask our logistics one day in advance when our vehicle will arrive approximately. Please note that we have no influence on traffic patterns. However, we always plan a generous buffer.
Is that too flexible for you? No problem. You have the option of booking a fixed time window or a Just-In-Time delivery/collection with your contact person. However, this is associated with additional costs.
2. where will delivery/collection take place?
Deliveries are made at ground level to behind the first door. Please clarify any special spatial requirements with your contact person in good time. Even a small gravel path or a single step can mean that the goods cannot be pushed to the event location without problems. It is therefore advisable to complete and return the delivery information sheet in advance. Any additional expenses incurred will be invoiced subsequently. In order to ensure a smooth collection, the rental material must be correctly packed again.
3. are the rental items set up and dismantled?
We deliver at ground level to behind the first door. Assembly and dismantling by our trained staff can be booked in addition and is subject to extra costs. The assembly and dismantling site must be easily accessible and passable. Any additional costs incurred will be invoiced subsequently.
4. is self-collection possible?
Yes, at our main warehouse in Bocholt (Robert-Bosch-Straße 32; 46397 Bocholt).
You can contact our logistics in advance & ask for the loading metres or vehicle recommendation for your order.
5. how are the glasses/crockery and furniture packed?
The glasses and crockery are hygienically packed or covered in transport boxes and delivered on Euro pallets or trolleys. The crockery and glasses are to be returned correctly packed in the transport boxes and the empties supplied.
Our furniture is delivered on special transport trolleys or, if necessary, on Euro pallets.
6. Do I have to return everything cleaned?
The stated rental price includes the cleaning of the rented items. Every item is checked and professionally and hygienically cleaned in our warehouse. Accordingly, we cannot grant a discount for equipment cleaned by ourselves.
All plates, cutlery, glasses and catering containers must be free of food residues. Any additional costs incurred (e.g. removing food from filled jars, disposing of food waste, etc.) will be invoiced subsequently.
7. is there anything to consider with the textiles?
The return should be dry. Textiles are checked and cleaned by our in-house laundry. In the case of holes or stains that cannot be removed from the textiles (e.g. cane or red wine stains, discolouration from other textiles), the defective items will be charged at the loss price. The defective goods can then be inspected and collected from our main warehouse in Bocholt for your own use within a period of 7 days. After that, the defective goods will be disposed of.
8. Do I have to pay attention to anything during delivery and return?
When you receive the goods from us, please check them immediately for completeness.
We cannot consider a claim for shortages or defects after the event. Should any discrepancies arise, please contact your contact person immediately by telephone or by e-mail about this. We will then try to find a solution as quickly as possible.
The return of rental items is subject to reservation. Breakages or shortages can only be determined after an exact count in our warehouse. We will inform you immediately of any detected defects or shortages.
In order to ensure a smooth collection, the rental material must be provided or returned correctly packed again.
9. what to do if something is lost or broken?
The rental items are not insured by us after takeover by the hirer. Breakage and loss quantities will be charged at the replacement price after the incoming goods inspection in our warehouse. The replacement value is not the current market value, but the new value incl. ancillary costs for the acquisition of the rental item.
I have an emergency (at the weekend):
1. i have a technical problem and need help?
Please check in advance whether, for example, the electrical circuit on site is working properly, all plugs are correctly inserted, the on/off switch is correctly set, the power requirements for the rented unit (see order confirmation) are in accordance with what is available on site, etc... ...
If the unit still does not work, contact us immediately by phone. We will pass you on to our technical department and, if necessary, send a technician or a replacement unit to your event in good time.
2. how do I deal with an emergency at the weekend?
We are available by telephone for our customers who have generated orders with us at the weekend in emergencies (technical problem, missing items, etc.). For this purpose, please contact your contact person on your order confirmation.
Nice to Know:
Please note that the items ordered are rental items.
This means that the items may show signs of use.
Your question is not answered?
Call us at+49 (0) 2871 / 21938-0 or send us an e-mail to firstname.lastname@example.org.