Before You Order


Opening times

Our opening hours are Monday to Friday between 9am and 5pm. Please email outside of these times and we will respond when we return to the office.

New Customers

In order to protect our customer and our business, we subscribe to the principles of Know Your Customer (KYC).

If you are a new customer and this is the first time you are using our service, you will need to verify your identity.

We use a government recommened ID verification service provided by Yoti. Yoti gives you a safe and convenient way to prove who you are online and in person. It takes just a few minutes to create a verified digital ID by taking a biometric selfie and adding a government-issued ID document. 


We recommend you book your order as soon as possible to avoid disappointment.

The availability will not be secured until a booking/breakage deposit of at least £50 is paid. Deposit is refundable once your order has been returned and off-hired, less any losses or breakages.

Customers are advised to check their ‘Hire Contract’ once it has been received and confirm that all details are correct.

If you are employing a caterer, it is advisable to obtain a written list of their requirements, to ensure you have everything they need and to avoid misunderstandings.

You are more than welcome to pop in to see what items we have available to hire during our opening hours, orders can be placed in our office, via email, over the phone, or via our website.

Amendments to your order

You are welcome to amend your order up until 12-noon the working day before your pick-up/delivery is due.


We are more than happy to arrange delivery and collection of your equipment, please ensure you read our Delivery Guide and terms and conditions carefully.

Pick-up/return items yourself

Customers are more than welcome to collect and return to our warehouse themselves if they wish. We request you arrive at least half an hour before the warehouse closing times to allow time for loading and unloading vehicle.

Please be advised, it is not always possible to check in orders immediately at the time of returning. 

Please ensure when collecting equipment that you send a large enough vehicle for pick up. If you are in doubt, please check with us.

Cleaning Service

We offer a cleaning service if you wish to return the items dirty. This fee is calculated as  20% of hirecharge will be incurred on the washable items.

When returning dirty please ensure that plates and serving dishes have excess food removed and glasses are emptied before placing in the boxes/cases.

Please do not return equipment cling-filmed.

If you return your order dirty but have not paid a cleaning fee, this will be added on return and deducted from your deposit.

Cancellation of your order

Collect and returns

A full refund of booking deposit and hire charge – if order is cancelled up to 2 days prior to the collection date.

50% refund of booking deposit and 50% hire charge – if order is cancelled before 12-noon, 1 day prior to collection date.

No refund thereafter.


A full refund of booking deposit and hire charge – if order is cancelled up to 2 days prior to the delivery date.

50% refund of booking deposit and 50% hire charge – if order is cancelled before 12-noon, 1 day prior to delivery date.

No refund thereafter.

Basis of our charges

Our standard hire charge is based on a 72-hour rate. 

We supply the equipment on day one, you use the equipment the next, then return the equipment on the day following your event. 

If your event is on a weekend, we will still charge you at one standard hire charge from Friday to Monday.

VAT will be added to all charges. 

Extended Hire (Prebooked)

4-6 days – One and a half standard hire charges.

7-8 days – Two standard hire charges.

9-13 days – Two and a half standard hire charges.

14-20 days – Three standard hire charges.

21-27 days – Three and a half standard hire charges.

Any hires form 28 days onwards will be charged at 1 standard hire charge per week. 

Payment Terms

All prices quoted are subject to VAT, currently at 20%.

In order to confirm your quote into an order, we require a booking deposit. Once the equipment is on hire, the booking deposit becomes a breakage deposit.

We require a full payment by 4PM, three working days prior to the delivery date. The payment has to be made by card, over the phone or using a PayLink.

We reserve the right to charge a standard hire rate on late returns.

The booking/breakage deposit will be refunded, less any losses or damage, back onto the card used to pay for the order. Please see the replacement cost column on your ‘Hire Contract’.

When you return the items, your order will be checked in at our warehouse with any loss or damage noted and pictures taken. Once this has been done the office will off hire your contract and issue the deposit.

Useful Information

It is the hirer’s responsibility for any loss or damages to the goods, from the time of delivery until they are collected by Hallmark employees. If requested, deliveries can be left unattended at customers’ premises/delivery address at the customer’s own risk.

Any item returned which does not belong to Hallmark Hire cannot be accepted back in place of our own equipment. All goods are checked at our warehouse and losses/damages are charged for accordingly. Shortages and breakages will be charged for at the replacement price shown on your confirmation.

In the event that there is an outstanding balance once the order has been off-hired, this must be paid within 7 days of the invoice date. If you pay your initial hire charge by debit or credit card, you accept that any outstanding balance will be taken if payment is not received within 7 days.

No responsibility can be accepted for either injury or damage caused by the use of equipment hired and particular attention should be paid to surfaces on which boilers, burner rings, hot plates, deep fryers, hot cupboards and bain-marie’s are standing.

Barbecues must not be used indoors or in marquees. Use of gas cylinders not supplied by us may be dangerous. Proper ventilation must be provided for all cooking and heating, regardless of fuel use.


Our full Hire Terms and Conditions are available here.