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FAQ's

HOW TO BECOME A MEMBER

Simply click on Join Us and fill out the simple form. There are mandatory sections that must be completed but also a profile section so that if at any time you decide you would like to try our 'Surprise me' option we have a general profile of you. After you have entered all your information and click continue you will be prompted for a credit card number. The card will be charged for whichever option of membership you have decided on.If you would rather join up and hire by phone simply call us on 020 8530 1111

RECEIPT OF ORDER

On receipt of order we will check our inventory to confirm availability of the item you have requested and confirm date of despatch to you. Orders received by 1pm will be despatched within 24 hours, however, be ASSURED that we will endeavour to despatch on the day of order where possible.

WHAT HAPPENS IF I WANT TO HIRE MORE THAN ONE ITEM

We welcome orders of more than one item, however we reserve the right to limit the number of items hired, based on the duration of membership. The maximum number of items hired cannot exceed a total retail value of £5,000. Delivery costs are the same for 1-3 items.

BULK HIRE

Members wishing to hire items with a total retail value in excess of £1,000 will be required to make a deposit of the retail value. Delivery costs will be the same for 1-3 items. For larger orders, delivery costs will be calculated based on value.

LENGTH OF HIRE

Standard Weekend Hire/3-5 day

Order on a Tuesday or Wednesday for delivery on Thursday/Friday
Return by post on Monday.

Two Weeks:

e.g Order on Tuesday or Wednesday for delivery on Thursday/Friday.
Return - You will be given date of return on receipt of order.

Monthly:

e.g. Order on Tuesday or Wednesday for delivery on Thursday/Friday.
Return - You will be given date of return on receipt of order.

DELIVERY:

We use the 'Royal Mail Special Delivery' service as we feel this is the fastest, safest and most convenient returns service for our members. Once despatched, orders will be delivered to you before 1pm the next day. There will need to be someone there to sign for delivery (please inform us if not received before 1pm)

CAN I GET MY ORDER DELIVERED TO AN ADDRESS OTHER THAN MY HOME?

If you need your order to be delivered to an address other than your home/card holder address - i.e. work - just call 020 8530 1111 or email (info@hotrockshire.co.uk) the showroom to authorise.Members are advised that once the item is signed for at the given delivery address, sole responsibility for the item is with the member until the item is received back by HRH. On the agreed date of return just reseal in the original package and take to any post office. Please retain Returns receipt until we email you confirmation of return.

WHAT ARE THE DELIVERY CHARGES

There is a £3.95 round trip delivery for Members - and £13.25 for Non/Guests Members. Delivery should be received the next day before 1pm from the day of despatch. Insurance is included while goods are in transit both ways.

CAN I COME AND LOOK AT THE JEWELLERY BEFORE I HIRE IT?

Yes, you can. Simply call us to make an appointment to view, collect or hand deliver back any jewellery item that you wish to hire - See Contact us.

WHAT IF THE ITEM I'M HIRING BECOMES DAMAGED, OR IS LOST OR STOLEN?

If any damage should occur whilst a piece of HRH jewellery is in your possession, you are required to return it, and any broken pieces for inspection. There is an optional insurance of £2.95 available that covers for accidental damage.

Please note that the cost of repairs to any items where optional cover has not been taken must be covered by the member and non/guest member.

Whilst we are able to offer you optional insurance for damage, we hope that you will understand that it is not possible to cover for loss or theft. In the event that an item is lost or stolen, members are individually responsible for the retail replacement value.

WHAT IF THE ITEM I'M HIRING BECOMES DAMAGED IN TRANSIT OR APPEARS TO HAVE BEEN OPENED OR TAMPERED WITH?

Each item will be carefully packaged and secured for delivery.

If you should receive an item that looks as if it has been DAMAGED or TAMPERED WITH or that PACKAGE HAS BEEN OPENED please do not sign for the package, simply reject delivery of the parcel. It will then be returned to us, and we can asses any damage that may have occurred in transit. You may also contact us and we will rush you out another piece of jewellery.

We will then take this up with our insurers, provide you with an alternative and refund you the cost of hire in this one incident.

QUALITY CONTROL AND HYGIENE

All our jewellery is of the highest quality and is sent to you in mint condition. No item will be despatched without being thoroughly checked, cleaned and re-packaged. Where necessary, items will be professionally cleaned before despatch to ensure hygiene.

We hope that you care for our items as if they were your own or if you borrowed from a friend and that you'll return the items in the same condition that you received them.

WHAT ARE THE ADVANTAGES OF HIRING INSTEAD OF BUYING

We have a large selection of costume jewellery for members to choose from reflecting different styles and trends; from ethnic to minimal to traditional, and designer to dramatic.

Browse our extensive collection from the comfort of your own home, and experiment with different styles to 'work' different outfits to change your look.

Hiring an item that you like means never getting fed up with an item after spending a lot of money on it! Just think of the money you can save (or spend on clothes!) by resisting the urge to accumulate a cupboard full of costume jewellery, items that cost a fortune that you will eventually tire of.

Get more value out of your wardrobe; that LBD will constantly change its look, and you will find that people notice the jewellery you are wearing rather than what's underneath!

But....if you really fall in love with a piece you can buy.

I WANT TO PURCHASE

Items can be purchased but orders must be placed for these.

Unfortunately you cannot keep the hired item as it would affect the hire system for other members and also the jewellery would not be as 'NEW' for your warranty.

In the main orders can take between 4-8 weeks as all pieces are original but in some cases delivery can be much less.

INSURANCE

Whilst we are able to offer you optional insurance for damage, we hope that you will understand that it is not possible to cover for loss or theft. The retail cost of items which are lost or stolen must be repaid to HRH as part of the hire agreement.

However, Jewellery is covered by postage insurance whilst in transit.