Frequently Asked Questions Of Mail Order Hire

From past experience and our continued determination to offer you the highest levels of service possible, we have compiled a list of “Frequently Asked Questions” that we hope will answer any concerns that you may have about our services:

Are delivery and collection costs included in the price?

Yes, our standard 48hr delivery and collection (between 0900 and 1700) is included in the prices that are displayed on the website.
There are upgraded and Saturday services available at additional costs. “Diamond service” - delivery between 0800 and 1100 - costs £5 extra. NB If the function is the next evening we insist you use a diamond service.

When is the best time to place my order?

We would always recommend placing your order as early as you can (especially for group wedding orders) in order to avoid disappointment. Some customers book 6 months in advance while others book the week before.
The free delivery service takes two working days to arrive.
We can take orders for the next day but there is a supplement (£5 before 1430 and £15 afterwards) as a special service is required.


Will Charles Mobile Formal Hire have my sizes?

Charles Mobile Formal Hire has the largest hire range available of morning wear and evening wear of any company in Europe. Having said that, there are certain times of the year that are extremely busy (ie December for dinner jackets)
In the unlikely event that your sizes are unavailable for the dates that you have requested we will endeavour to offer you the required sizes in a similar range, at no extra cost.

We always suggest that you place your order with us as early as possible to reduce the possibility of unavailability (this is particularly advisable for Highland wear)


How do I know that the clothes will be of good quality?

Our extensive range of garments are continually renewed and updated so that we only supply you with new looking and new feeling clothes of the highest quality. All garments are individually checked for signs of wear, tear and damage upon return and prior to dispatch. In the extreme case of a customer not being satisfied with the garments we send out, on return of the suit, a full refund will be issued (NB the refund is only applicable so long as Charles Mobile Formal Hire are made aware of the problem as soon as the garments are delivered).


Is there somewhere that I can try on the garments?

No, all orders are placed by telephone or online and are dispatched directly out from our warehouse. We would always suggest arranging for a delivery date as early as possible so that in the unlikely event of any sizing issues, there is ample to time to dispatch a free replacement.

How can I be sure that the clothes will fit me?

We are very aware that for many first time customers this is one of the biggest concerns. However it should not be. Not only are men very easy to size but we take thousands of orders by phone. In 98.2% of orders we deliver the right sized clothes to the customer on the first attempt.

Upon phoning Charles Mobile Formal Hire, our experienced sales staff will ask you a series of questions relating to your sizes that will enable us to provide you with a correctly fitting outfit. Many of your sizes can be found inside suit jackets, trousers and shirts that you already own, but we would encourage you to provide us with as accurate a description of your physical characteristics as possible, and any additional information that may be helpful (e.g. larger than average thighs, broad shoulders, big biceps, square shoulders, beer belly, on the portly side, etc)

(All information will remain confidential but will assist us in providing you with the best possible fit from our enormous range of garments).

We recommend that you try your suit on as soon as it arrives to ensure a satisfactory fit. Click here to view our “Self-Sizing Guide” that will assist you.


How do I place an order?

Orders can be placed by either calling 0113 293 5180 and speaking directly with one of our sales team.

How long before the event to which I will be wearing the clothes can I have them delivered?

We are happy to deliver your order to you UP TO FIVE WORKING DAYS BEFORE THE DAY OF THE EVENT (e.g. if your event is on a Saturday, we are happy to deliver your garments to you on the MONDAY of that week). Therefore, in the unlikely event that any problems do arise, we will easily have time to sort them out.

What do I do if I want to cancel or amend the order?

You can amend or cancel your order by phoning us on 0113 293 5180. Cancellations received at least x10 days prior to the function date will be without charge. We reserve the right to charge the full hire price for cancellations received with less than 10 days notice.

We reserve the right to charge a single £3 supplement for any amendments received with less than x10 days notice prior to the function date.

Where in the U.K. can I have my order delivered/collected?

We are happy to deliver your order to any address in the U.K. except for airport terminals, hospitals and student halls. – ie direct to your home / office / neighbour etc. We will also be happy to deliver your order to any other person that you specify e.g. partner / secretary / company reception desk etc. It is your responsibility to give us an accurate postcode for the address as if you give us a postcode that is not correct we can not be held responsible for the courier failing to deliver and you may still have to pay for the order.

What time during the day will my garments be delivered?

Our standard delivery service takes 48hr to get from us to you (not including Saturdays).
Delivery time is between 9am and 5pm on the specified day.
There is an upgraded “diamond service” available. “Diamond service” arrives between 0800 and 1100 and carries a £5 supplement.

How quickly can the clothes be delivered?

Until 1700 on any given day (except Friday) we can take orders for delivery the next day (on a “diamond service”). As mentioned above there is an additional cost for this service that is £5 before 1430 and £15 afterwards.

N.B. All Highland Wear orders are delivered by 11am.

What should I do if the clothes are not delivered by the agreed time/date?

In the extremely unlikely event that your order has not been delivered to you at the time, date and place agreed, then please contact us immediately on 0113 293 5180, so that we can investigate and rectify the situation as promptly as possible.

Must the collection address be the same as the delivery address?

No, not necessarily. We will be happy to collect the clothes from anywhere that you specify when placing the order. This does NOT need to be the same as address as the delivery address.

What happens if I need to change the collection details?

As long as you tell us at least 1 working day in advance that the collection day/address needs to be changed then there will be no charge.
If you call us on the day of collection to let us know collection can’t take place then you will be liable for aborted collection and late return fees (see What happens if I do not return the clothes on the agreed date? )

What time during the day will my garments be collected?

The collection service is at between 9am and 5pm on agreed collection date. Unfortunately there are no upgraded collection options so please arrange a collection date/address that is convenient for you.

What should I do if the clothes are not collected by the agreed date?

If the courier fails to collect the garments as organised then please call 0113 293 5180 and we will chase it up with the courier. If the fault lies with the courier then there will be no charge to you.
However, please remember that you are responsible for the garments until they are in the hands of the courier. If the courier does not collect and we don’t get our suit returned to us then you are liable for replacement garments.

How quickly do I have to return the clothes after wearing them?

The garments will be collected from you on the first working day after the date of the event (in certain circumstances it may be possible to vary this date, but this will need to be agreed with Charles Mobile Formal Hire at the time of ordering). The clothes will be collected from the agreed collection address before 5pm on the collection date.

How do I prove that the courier has collected the garments?

When the courier collects the garments from you he will leave you some documentation to confirm it. We recommend retaining this consignment note for at least one month. It contains a unique reference number and proves that the garments are no longer your responsibility. Should there ever be an issue regarding non-return of garments to Oakwood Tailors, this would be prima facie good evidence that possession of the garments has passed from you to the courier.

What happens if I do not return the clothes on the agreed date?

In the event of non or late return of the garments, an aborted collection charge of £10 will be deducted from your credit card. Thereafter the late return fee is £5 per day and will be deducted from your card accordingly.

What should I do if the clothes do not fit me?

In the event that an item does not fit satisfactorily, please call 0113 293 5180 so that we can arrange for a replacement to be immediately dispatched. One free sizing replacement is included within the price on our standard 48hr delivery service. Requested replacements that can not go on the standard delivery service will be charged at £5.

What happens if I damage the clothes?

In the unfortunate event of damage to any hire item, you will be subject to full replacement charge, which will be deducted from your credit card.

What happens if I lose any of the clothes?

In the event of the loss or non-return of any of the hire items, you will be subject to the full replacement charge. This will be debited from your credit card.

Is it possible to take out insurance against damage and loss of the garments?

Accidental Damage Insurance is available for £5 and will cover for all damage to hire garments (excluding damage for top hats and malicious damage). Damaged garments MUST still be returned to us.

We do NOT offer insurance to cover for LOSS of garments. Any non-returned garments will be charged at full replacement value.

How can I pay for my order?

Payment can be made by either credit or debit cards (excluding American Express). Payment can be made either through our online order form or by phone.

What will Charles Mobile Formal Hire do with your private details/information?

Any information that you provide to Charles Mobile Formal Hire will be kept strictly confidential (although we may from time to time send you information about any new products, services or offers that we think may be of interest to you - subject to any objection or preference that you may indicate when placing your order). Your privacy is extremely important to us.

Is there a minimum order value?

Yes, the minimum order is £30 for free delivery. For orders under this value you will be charged a delivery/collection cost.