HIRELOAD HELP CENTRE

How can we help?

Fast written answers from the Hireload team. Every request is logged, tracked and handled by the right person — nothing gets lost on a phone line.

What do you need help with?

Pick a topic to see instant answers, or raise a ticket and we will look into it for you.

Delivery & collectionTrack your delivery or arrange collection Deposits & refundsWhen and how your deposit comes back Equipment problemSomething is not working as it should Charges & billingA charge you did not expect Extend my hireKeep the equipment a little longer Something elseAny other question or request

Quick answers

The questions we hear most often — answered straight away.

Where is my delivery?
You will receive a live tracking link once your delivery is on its way, so you can watch the van in real time. If your delivery window has passed and you have no link, raise a ticket with your order number and we will chase it for you.
Do I need to show ID when my equipment arrives?
Yes. Photo ID — a current passport or photocard driving licence — is required on every hire, for delivery and depot collection alike. The person receiving the equipment must produce the original document, in date and in the name the order was placed in, before our driver hands anything over. Without it we are unable to release the equipment. If someone else will be receiving on your behalf, please tell us in advance so we can note it on your order. The full requirement is at clause 6A of our Terms & Conditions.
When do I get my deposit back?
Your deposit is refunded 2-3 working days after the equipment passes its off-hire inspection. If it has been longer than that, raise a ticket and we will prioritise it.
My equipment is not working properly
Stop using the equipment and raise a ticket with a photo or short video of the problem. Fault reports on live hires are prioritised, and in most cases the fastest fix is a replacement unit.
I have been charged more than I expected
Additional charges usually relate to extra hire days, delivery zones or damage found at off-hire inspection, as set out in our hire terms. Raise a ticket with your order number and we will send you a written breakdown of the charge.
Can I extend my hire?
Yes, most hires can be extended online. Go to Extend my hire, enter your order number and the email you booked with, and we will email you a secure link to pick a new return date and pay by card. The link in your reminder email works too. The equipment stays on site, with no redelivery fee. Extra days are charged from the product’s price list. Scaffold towers are extended by phone on 020 3375 4048.
Still need us? Raise a ticket

It takes two minutes, goes straight to the right person, and you get a reference number and a copy by email — so your request is on record from the moment you send it.

Raise a ticket
Our promise on every ticket
  • We acknowledge every ticket instantly, with a reference number and an email copy for your records.
  • Every case is reviewed fairly against your hire agreement by a member of the team.
  • You always receive our reply in writing, so there is never any doubt about what was agreed.
  • We learn from every ticket to make hiring from us better.

Prefer email? Write to info@hireload.co.uk — tickets are still the fastest way to reach the right person.