Why We Don't Allow Customer Collections from Our Warehouse

One of the most frequent questions we get at Expo Hire is why we do not offer customer collection of event hire orders. It is a service offered by many other companies to help customers reduce their costs.

Here is why we do not offer it, and why having your order delivered is almost certainly the better option for you.

Damage to Event Hire Orders in Transit

The biggest reason we do not offer customer collections is that the risk of damage in transit is far higher when a customer collects than when one of our drivers delivers.

Delivering event hire is a skilled job, particularly with large quantities of equipment and furniture. Our drivers have years of experience loading and unloading vans and know instinctively how to balance and secure a load. The vans they drive are chosen specifically to be the right size for the products we offer.

Contrast that with a customer loading equipment into their own vehicle. While some customers do have the right vehicles, from experience they are in the minority. We have seen customers arrive to collect banqueting tables in small hatchbacks with no idea how to fit them in. It is not hard to understand why we decided customer collections were a bad idea.

Even smaller items like crockery and glassware can be an issue. Boxes and crates that move around in an unsecured vehicle can result in substantial breakage by the time the customer gets home.

Insurance Issues

Insurance is a factor that is often overlooked with customer collections. Many vehicle insurance policies restrict how a vehicle can be used, including the transport of commercial equipment.

For many people this seems like a minor concern, but it is not. If a vehicle is involved in an accident or stolen while transporting hire equipment, the vehicle insurance may be invalidated because the usage was not permitted. That leaves the customer responsible for the cost of replacing the hire equipment as well as dealing with their vehicle.

False Economy

Customer collections are a false economy. While it might appear cheaper not to pay a carriage charge, collecting hire equipment has a real cost in time and money.

As an online company, we do not have showrooms or customer-facing facilities at our warehouses. Employing staff specifically to manage collections would be an additional cost that would need to be reflected in hire charges, pushing prices up for everyone.

With carriage charges starting from £40 plus VAT and delivery tracking included on all orders, it is much more straightforward to let us handle the loading, transport and delivery of your order in the right condition.

How Our Delivery Service Works

All orders are delivered by our own drivers in Expo Hire-branded vehicles. Before your delivery date, you will receive a tracking link so you can monitor the van's progress and have someone ready at the venue when it arrives.

Delivery is made to the address given at checkout. Our drivers will unload to a drop-off point within 50 metres of the vehicle and cannot manage stairs. If your event space is above ground floor, arrange for venue staff or your own team to be present to move furniture from the drop point to the room.

On collection day, furniture should be stacked and ready at the same drop-off point. Our driver will load the vehicle. If the furniture is not ready, a failed collection may incur an additional charge.

Frequently Asked Questions About Collections

Can I arrange my own courier to collect?
No. Third-party couriers are not permitted to collect hire equipment on a customer's behalf. All movements of hire equipment are handled by Expo Hire drivers.

Can I pick up a small order?
The same rules apply regardless of order size. Collections are not offered on any order.

What if I need the furniture urgently?
Contact our team via live chat or phone to discuss what is possible. In some cases we can accommodate short-notice delivery requests, subject to routing and availability.

Can I meet the driver somewhere convenient?
No. Delivery is to the address provided at checkout. Changes to delivery address may be possible before dispatch if you contact us in advance.

What the Alternatives Look Like

If carriage costs are a concern, the most practical alternative is to review the order size and consider whether certain items can be sourced locally, reducing the overall weight and volume. For very small orders, check our minimum order value and delivery charge structure, which varies by area.

For events in areas with higher delivery costs, consolidating your hire order into a single delivery date rather than splitting into multiple deliveries will reduce the total carriage charge. Contact us if you have questions about delivery costs to a specific postcode.