Shipping & Delivery Policy

This Shipping & Delivery Policy explains how linen hire orders are delivered, collected and returned when you place an order with Direct Linen Hire.

1. Delivery Coverage

We provide linen hire delivery nationwide across the UK.

Depending on your location and order type, deliveries are made via:

  • our own delivery vehicles, or
  • a trusted third-party courier network with tracked delivery.

Delivery method will be confirmed as part of your order confirmation.

2. Delivery Dates & Times

Delivery and collection dates are agreed in advance and confirmed on your order confirmation or hire agreement.

While we always aim to deliver within the agreed timeframe, delivery times are not guaranteed and may be affected by factors outside our control, including traffic conditions, courier delays, weather, access restrictions or incorrect delivery information.

3. Delivery Address & Access

It is the customer’s responsibility to ensure:

  • the delivery address is correct and complete
  • there is safe and reasonable access for delivery and collection

We cannot be held responsible for delays or failed deliveries caused by incorrect address details or restricted access.

Any additional costs incurred due to failed or delayed delivery or collection may be passed on to the customer.

4. Courier Deliveries

Where orders are sent via courier:

  • tracking details will be provided where available
  • delivery is typically made to a single accessible drop-off point

Courier deliveries do not include unpacking, setup or placement of linen.

Once delivery has been confirmed by the courier, responsibility for the goods passes to the customer.

5. Own-Vehicle Deliveries

Where delivery is made using our own vehicles:

  • goods will be delivered to the agreed access point
  • delivery does not include dressing tables or styling unless agreed in writing

A representative must be available to accept delivery where required.

6. Collection & Returns

After your event, linen must be:

  • placed back into the specialist transport boxes provided
  • returned unwashed
  • dry and free from excess debris

Collections will take place on the agreed date. Linen must be ready and accessible at the agreed time.

Delayed or failed collections caused by the customer may result in additional charges.

7. Customer Collection Option

Customers may choose to collect and return linen directly from our warehouse by prior arrangement.

Collection and return times must be agreed in advance. Linen remains the customer’s responsibility from collection until return.

8. Risk & Responsibility

Responsibility for the linen transfers to the customer:

  • on delivery or collection, and
  • remains with the customer until the goods are collected or returned

Any loss or damage during this period is the customer’s responsibility and may be chargeable in line with our Damage Policy.

9. Delays Beyond Our Control

We are not liable for delays or non-delivery caused by circumstances beyond our reasonable control, including but not limited to:

  • courier network issues
  • adverse weather
  • vehicle breakdowns
  • industrial action

In such cases, we will always communicate as clearly and promptly as possible.

10. Contact

If you have any questions regarding delivery, collection or access requirements, please contact our team before your event so we can help ensure everything runs smoothly.

 

Get in touch