Frequently Asked Questions
Which payment methods do you accept?
We accept all major debit and credit cards including Visa, Mastercard, MasterCard and Solo.
Once we issue an invoice you can use your preferred payment method.
We also accept payment via PayPal and UK Office Direct business credit accounts.
Do I have to pay a deposit?
Payments are to be made on receipt of this invoice. A non-refundable 50% deposit is required within 24hrs of the invoice for all orders. Your order is not confirmed until this deposit has been paid.
What is your policy for refunds ?
We must be notified of any request for a refund in writing within 14 days of your events.
If you have already received some of the services that you've paid for in advance, then you're only entitled
to a refund for the services you did not receive. We reserve the rights to not provide a full refund at the discretion of MOW Events.
What happens if the product is damaged whilst on hire?
The Products will be your responsibility from the time of delivery and return to MOW Events. Any charge(s) related to excess cleaning, damage to product, theft of any product and any charge associated with violating any hire agreement will be charged to You, An itemised list of charges will be emailed to the address on record.
Do you offer a delivery and collection service?
Yes. We offer a local delivery and collection service. The charge varies depending on the exact area. We are able to deliver anywhere in London at a reasonable transport rate. Please ask us for a price for your area.
I made a mistake in my personalisation, what is the policy?
Personalisations are as agreed and confirmed during enquiry. Therefore, it is your responsibility to ensure that the personalisation is 100% accurate and agreed by you before any order is finalised. No refunds can be issued for errors you may have made after a personalisation has been confirmed.
What hire periods are available?
Most products are available for hire from 1 day.
Our hire period structure is
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1 Day – Hire is for 24 hours from the time of receipt of our equipment.
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2 Days – Hire is for 48 hours from the time of receipt of our equipment.
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3 Days - Hire is for 72 hours from the time of receipt of our equipment.
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1 Week – Hire is for 7 days from the time of receipt of our equipment.
Do I need proof of identity?
For new customers or customers collecting from us, you may be asked for proof of identity. This should be a drivers license or passport. A photo is taken at the time of hire as proof for the condition of item,
Yes, we ask that you clean products hired from us before returning it. A cleaning charge will be levied if props is returned dirty.
How do I contact you?
We operate smart routing of emails meaning you get through to your dedicated team as quickly as possible. Alternatively, you can message us on instagram at @mow_events.
Can I collect my order from you?
You are more than welcome to collect and return any order from our locations. Storage and handling of the product is the responsibility of the customer and any damages shall incur additional charges.
Does the hire price include set-up?
Unless you ask us to set-up for you, all hire prices are for dry hire only. We are more than happy to quote for set-up of your order should you wish to have the same standard of finish as you see in the images on our website.