FAQs

How do I make a booking?
Booking with us is super simple and mostly done online!

1. Browse our product range and add items with approximate quantities to your quote request.
2. Click the bag icon, input your event date, preference between delivery to your venue or pick up from our warehouse, and any other relevant notes.
3. Continue to checkout, complete the required information, and submit your free quote request. 
4. Our booking team will check the availability of the enquired items and email you with pricing, T&Cs and quoting notes. 
5. Once you're happy with the quote, confirm it and you’ll receive an invoice with our payment details.
6. After payment is received, your booking is secured and you can start getting excited for your event!

Is the hire price per day?
No, the price covers a loose 3 day hire period. For example, if your event is on a Saturday, the pick up or delivery of your hired items can be scheduled for Thursday or Friday and the return for the following Monday. If additional days of hire are needed, please let us know and we will quote for a hire extension.

Do I need to pay a deposit?
Yes, a non-refundable 20% deposit is required within 7 days of receiving the invoice to secure the hire. Full payment is then required 30 days before your hire date. If payment is not made within that period, we cannot guarantee that all items will be available for the event date.

Is there a bond to pay when hiring?
We do not charge a bond.

What is a damage waiver?
The compulsory 7% damage waiver is an industry standard charge for hire items. It is not refundable and covers you for any accidental minor damages like scratches and chips during the time of hire. 

What are your delivery and collection charges?
Delivery and collection charges depend on factors such as event location, size of hired items, and venue accessibility (stairs, lifts, parking access, etc.). Please provide us with the address and any special requirements, and we will get back to you with pricing options for both weekday and weekend services. Make sure to verify your choice with your venue to confirm accessibility on your preferred day, guaranteeing everything to run smoothly for your special celebration.

What are your set up and pack down charges?
Set up and pack down costs vary based on the job size. If you require this service, please let us know so we can provide you with a detailed quote for it. Without set up and pack down service added to your hire, this task will be your responsibility and our team will only deliver and collect your order.

How can I pay for the hire?
Payments can be made by credit card, bank transfer, or cash.

What happens if I change my mind and need to cancel?
That’s fine, we understand that things change when it comes to events and not everything goes according to plan. We are here to help you navigate through this situation and ask that all cancellations or changes are made in writing via email.

• If you decide to change or cancel your hire more than 4 weeks before the designated event date, a partial refund of the invoice value will be issued. This refund will exclude the 20% deposit and will be issued to the bank details supplied to us in writing.
• If you opt to change or cancel your hire between 2 to 4 weeks before the designated event date, a partial refund of the invoice value will be issued. This refund will exclude the 20% deposit and 50% of the remaining balance that exceeds the required deposit amount. The refund will be issued to the bank details supplied to us in writing.
• If you choose to change or cancel your hire within 0 days to 2 weeks before the specified event date, the entire payment of the invoice value will be forfeited. 

Can I visit you and see the items for hire?
Our warehouse is not a showroom but we for sure can schedule a viewing appointment! The best day of the week for such appointments are Tuesdays, which is when most of our items are back from the previous event and haven’t yet left for the next one. Just get in contact with our team and we will schedule it for you. Alternatively, you can find lots of photos and videos of our items in our social media channels.

How is the process of delivery and collection of my hired items?
Please let us know if you need delivery and collection services during the quoting process. Charges vary based on factors such as event location, size of hired items, and venue accessibility (e.g., stairs, lifts, parking access). Provide us with the address and any special requirements, and we will get back to you with pricing options for both weekday and weekend services. Coordinate with your venue and choose your desired option.
Our delivery and collection services operate within a 3-hour window frame. Please note that we cannot guarantee exact arrival times due to uncontrollable factors such as traffic. In the week leading up to your event, we will finalise our schedule and send you an email with the allocated window frame for your order. We suggest that you share this information with your venue to ensure a smooth process.

What to do if I can't be present during my allocated delivery and collection timeframe?
No worries! As long as our team can access the property, we can perform the delivery and collection without your presence. Simply share your special instructions with us, and we'll make sure to follow them.

How can I pick up and return my hired items?
You can pick up and return your hired items at our warehouse located at 84 Rundle Road, Salisbury South, SA 5106. Please schedule your pick up date and time with our booking team to ensure your items are ready when you arrive. While we provide trolleys and assistance, loading and unloading items into your vehicle and securing them with blankets and straps is your responsibility.

What kind of car do I need to pick up and return the hired items?
It depends on the items and quantities. Product sizes are listed on their individual pages in this website to help you determine space needs. On a note, we always recommend bringing blankets and straps to secure items during transport.

What happens if I don’t return my order at the nominated specific time?
We kindly ask for your cooperation in returning items on time, as delays can cause significant inconvenience for our future orders and other clients. A late fee of $40.00 per day will be charged for items not returned as scheduled unless other arrangements have been made. 

Do I have to wash and clean my hired items before returning?
Items must be returned washed and clean. Please ensure that Table Linen, Napkins, Glassware, Cutlery, Crockery, and Catering Equipment are returned free of any food residue. Also, please ensure Glass Cylinders and Candle Holders are returned free of any wax residue. If you are unable to return the items cleaned, please let us know in advance and we can provide a quote for our cleaning services.

What happens if an item is broken, lost or misplaced?
All damaged items are to be returned otherwise they will be considered lost or stolen. We will assess the returned damaged items to determine if they can be repaired or need to be replaced and inform you of any applicable charges. Please note that the compulsory 7% damage waiver covers only accidental damage such as minor scratches and chips. If items are lost or stolen, we will organise a replacement and inform you of the associated costs.

Do you have Public Liability?
Yes, we have Public Liability Insurance and can provide the certificate upon request.