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Frequently asked questions

How do I book?

Can I come and see the hire items?

  • Yes, we currently operate from our 'show garage' Torquay. I'm on the look out for a proper showroom, but can't seem to find anywhere suitable! You're very welcome to come and have a look at all the items in closer detail and even have a play around with styling and layout on my rustic trestle table! 

How do I book?

What are the delivery charges?

  • There will be a one off delivery charge. This will be based on the distance travelled from Torquay, at a rate of 45p per mile plus £20 per hour labour fee. However, we will be required to do 4 trips for delivery and collection. So if you venue is 10 miles away, the cost would be £40 for petrol and the hourly rate on top.

What happens if we break something?

What are the delivery arrangements?

  • We will agree on a suitable time for us, you and the venue - usually the day before. I'll bring a list of all the items and we'll tick them off together so we both know it's all present. I'll use the same list for collection. If you can't be there I can leave the items with the venue if they are happy to do this, in which case they will need to sign for the items.

Do you set the items up?

  • All of the items are hired on a DIY basis which means I will drop them at your venue and it's up to you to set them up. However, there are some items I will set up for you - these include: table plans, the neon signs, pallet backdrop, selfie station and coconut shy. If you require extra help setting up my lend a hand service starts at £75. Or it's included in the ultimate package. Please check the services page for full details here.

How do I pay?

  • You can pay by bank transfer or paypal. All the details will be on the invoice. 

What happens if I break something?

  • We understand that minor breakages may occur and you will not be charged for these. However, if we feel something is damaged through negligence, we will charge up to 4 times the price of hire. Please see out terms and conditions for full details of our hire agreement.

Do we have to clean the items after?

  • No, that's all part of the service. Just give the items back to us and we will wash,  get rid of the wax and polish!

How are the items packaged and deliverd?

  • The items will arrive in either wooden crates or plastic boxes. Please can you pack them up in the same boxes they arrive in. We've lost many boxes over the years and it all adds up. It can get confusing after the wedding  - which items belong to which people. So if you're not there to pack up, please leave instructions and a list with the friends/relatives who are doing it. Often my hire items get put in a car and travel away with someone. You then have the hassle of posting or driving it back.

Is there a security deposit?

  • There is a security deposit of £20. I usually add this to the final payment and take it then. If you're collecting you can give me hard cash if you prefer! Once all the items have been returned and checked, I'll ask for your bank details and pay the deposit back into your bank account. This can be up to a week after your wedding in busy season, but will be no longer.

Do you have public liability insurance?

  • Yes, definitely! Should you or your venue require a copy of my certificate, please ask and I'll e-mail it over.

Are your electrical items safe?

  • Yes, absolutely. We have all our electrical items tested annually by our lovely electrician Keith. Each plug has a sticker on to show this.

Now for the fun bit, are you ready...?

Terms and conditions

  • Placing an order with us verbally, by phone, Internet or any other method of communication constitutes you having read, understood and agreed to the following terms and conditions.

  • Please read this agreement carefully. Upon entering into this agreement, you the hirer, agreed to be bound by the terms within.

  • These are the only terms and conditions upon which will form a binding contract with you. No alteration or substitution to these terms and conditions shall be valid unless agreed in writing by Rustic Love.

 

Set up

The price of each item is for hire only and does not include set up (unless stated). If you require this service, a quote will be provided based on the individual items at the time of booking.

 

Deposit/payment

A booking fee of £50 is payable at the time of booking. This will secure your date. The remaining balance is then payable 2 weeks prior to your event.

Delivery

There is a minimum order for delivery of £400. Smaller orders can be collected from Torquay.

Delivery from TQ2 6LY will be charged at £0.45 per mile (this will include 4 journeys for delivery and collection).

Collection from Torquay is free. We will arrange a suitable time for both parties at the time of booking. These times must be adhered to.

We can deliver to your venue or home. Please ensure there is someone available to check all the items have been delivered and sign the delivery note.

Courier

For longer distances it is possible to arrange a courier for non-breakable items, e.g. linen, paper lanterns, wood slices etc. The hirer is responsible for arranging a courier back the day after the event. You will be given a quote prior to booking.

Packaging

All packaging is the property of Rustic Love. Hire items must be packed up in the same way in which they were delivered. 

 

Security deposit

We require a security deposit of £20.00 prior to the event. This will be taken with your final payment. Alternatively, you can send a cheque, which we will then send back to you after the event. Or we can hold your credit/debit card details, which won’t be used unless the hired goods are damaged. We will pay the deposit back into your bank account once all the items are counted and checked.

Breakages

You must inform us at the time of collection if any losses/breakages have occurred. You are responsible for the hired goods from the point of delivery to when the items are collected. If any items are lost or damaged through negligence there will be a replacement charge. This will be 5 times the price of the hire charge. We understand minor damage may occur like a rip in a paper lantern or a stain in a table cloth. You will not be charged for this but please do inform us.

Period of hire

The period of hire is generally 3/4 days. We will deliver 1 day before your event and pick up the day after. We are happy to extend this period which we can arrange at the time of booking.

Cancellation

Unfortunately, you may have to cancel for some reason. If this is the case, we would keep your original deposit. This covers the cost of admin and emails thus far. If you cancel before 2 weeks of your event, 75% of the full amount would be payable. After 2 weeks before your event 100% of the full amount would be payable.

If we have to cancel and are unable to provide you with your hired products, we would refund you 100% of all money paid.

Liability

Rustic Love has full Public Liability insurance. We are happy to provide a copy of our certificate if your venue requires it. 

Our total liability will be limited to two times fees you have paid for the service.

Privacy policy

  • Rustic Love treats any personal information you provide in accordance with the provisions of the data protection act of 1998 and will only use the information you supply via this website to contact you in connection with services provided and/or to respond to requests you have made to provide any desired information.

  • Use of the Rustic Love website does not require you to disclose any personal information unless you make an enquiry or contact us directly via email.

  • Rustic Love does not sell, trade or rent your information to third parties.

  • We will always ask your permission before we share photos of your wedding on social media or our website.

  • Our full privacy policy can be downloaded here

 

Consumer rights 

  • For services, if work has started on the service once the you, the customer has paid, you are not entitled to a full refund

This contract, and any non-contractual obligations arising hereunder, are governed and construed in accordance with the laws of England and Wales, and the courts of England shall have exclusive jurisdiction to deal with any dispute arising hereunder.

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Marianne and Alex Wedding - Holly Collings Photography-319_websize.jpg
Marianne and Alex Wedding - Holly Collings Photography-326_websize.jpg

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"Rustic Love helped decorate our wedding venue at Colehayes, Dartmoor. We couldn't recommend Nicola and her amazing decorations enough. Our guests loved the rustic, beautiful look it gave and was totally perfect for what we wanted to achieve - and excellent, rustic and stylish wedding! The hilarious photo booth props were a huge hit with everyone and we are still laughing at the pictures to this day! Thank you so much for bringing warmth, fun and love to our most memorable day ever!"

"

Steph & Dylan

"Rustic love are amazing!

I couldn't recommend Rustic Love enough. From start to finish Nicola has been fantastic. I haven't been the most organised bride and she has gone above and beyond to help us have the perfect day. The decorations were amazing and the room that she decorated for us was perfect. We would definitely recommend Rustic love and will be using them for any events we have in the future!"

Katie & Darren

"Well... I don't really know where to start with this absolute beaut of a lady (and her amazing team that helped her create my dream wedding venue!) To start with, I came to her with a vague image of what I wanted my day to look like, I was indecisive, and probably looking back on it, Nicolas worst nightmare in customer form. But she stuck with me. email after email, and many Pinterest boards later, she had helped me to create my perfect wedding day. We paid for the complete ...package with set up included, as I'm about as creative as a plank of wood. And I cannot express how well spent that money was. I will never be able to thank Nicola for the effort herself and her team put in to my big day. I really think she lived it as much as we did. We walked through the doors of our wedding venue to see every idea that I had pictured in my head become a reality, it was better than I could ever have imagined, and this was hard for me, as I'm a control freak, and the thought of not seeing the finished product before the guests arrived scared me, but I put my trust in Rustic Love, and I can't believe what you achieved. I cannot thank you enough for sticking with me and making our day so perfect. I cannot fault anything! I really do hope you go on to produce even bigger and better work, as you are completely amazing at what you do. I will be recommending you to everyone! (Still cannot believe you got those tomato curtains down!!!)"

Daisy & Ash