FAQ: Answering All Your Questions!
We’ve compiled a list of our most frequently asked questions from our clients.
If yours isn’t answered here, please get in touch!
How long is your hire period for?
We base on a standard 4 days to allow for hire, pickup and return. If your event is Friday you can collect Thursday, return Monday. Saturday events are pickup Friday and Monday return. This is always under the understanding that items are only used for one day – not multiple days.
Do I need to make a time to pick up my hire booking?
No, you can pick up your hire booking between 9am – 2pm on the start date of your booking.
Can I pick up and return furniture myself?
Most of our furniture requires delivery and collection by our team.
When booking online, you will see a note popup about this should an item you want require us to deliver.
For some furniture items that you do allow us to pick up what is the best way to transport this?
It is very important that you make sure that you have an appropriate vehicle. In most cases, this will be a small truck. You will also need packing blankets and bungee cords. Items do not leave our warehouse until an adequate vehicle or packing items are bought, so please come prepared.
If you are picking up only a few items (eg a couple of tables and chairs) a trailer could be sufficient. You do need to make sure that you have other items to tie these down with, packing blankets to make sure they do not rub against themselves or the trailer itself, and a large tarp. If it is raining, we do not allow items to be taken on an open trailer so it is important to plan ahead to make sure that you have an appropriate vehicle and cover. If it is raining or bad weather and you have a Ute or a trailer, a tarp will not be enough, so you will need to collect in a covered vehicle. This is to make sure that all of our products do not get water damaged or weathered.
What kind of vehicle do I need to bring to collect my order?
This is a tricky one. It will come down to what you have ordered. For example, backdrops tend to be a large, so a van or a trailer, maybe more appropriate.
Our giant lawn games can fit into a standard car. Other smaller decor items are typically packed into tubs and boxes so please be mindful when you do pick up your order that you are bringing the right vehicle and any other items you may need to make sure that the hire items are secure and your vehicle.
I would like to pick up my order on the weekend, is this possible?
Unfortunately no, our warehouse is only open Monday – Friday. Weekends are our busiest days with events and we are working off-site. Alternatively, we can deliver or pick up from you (anytime during the week or weekend) so if you would like this option please let us know and we can give you a quote for this.
I’d like to extend my hire period more than 4 days (e.g I am wanting to pickup Wednesday and return Monday).
Yes, you can do this. Each additional day is 25% of the hire price.
My event is over a public holiday. How does this work in terms of picking up and collecting my order?
We are closed on all public holidays so automatically this is the next working day. For example if the holiday was on Friday and you needed to pick it up on Friday, you would automatically be able to pick it up on Thursday.
If the return was on Monday, but this is a public holiday the return day will be Tuesday.
There are no additional hire period costs for this.
What happens if I break or damage something?
Full payment is required for replacement, maintenance, or cleaning where items are returned to us broken, damaged, soiled or require cleaning to bring these back to a standard of quality to re-hire. When hiring from us, you agree to these terms and this is legally binding (all stipulated in our terms and conditions). It is the clients responsibility for payment of any excess and fees where items can be claimed through insurance e.g. due to theft, burglary, fire, weather events etc.
I have made a booking, and now I would like to cancel some items
If you are cancelling items off your booking that are more than 40 days out from your event the deposit that was paid for those items is non-transferable to the balance of your booking. That’s essentially means that if you are cancelling $100 worth of products, you have paid a $50 non-refundable deposit which is retained for those cancelled items.
If you are cancelling items off your booking where you are 40 days or less out from your booking start date the full cost of the hire is payable.
To explain further why this is, our bookings are made typically anywhere from a couple of months to 12 months in advance. Our items and quantity of items are limited. This means if items have been booked by you these have not been available to be booked by anyone else. On booking your items you have agreed that you want us to reserve those items, and we have agreed to do this.
I need to reduce my quantities of items, because I now have confirmed RSVPs
Please email us with your updated quantities and we will amend this for you. We do require these 40 days or more before the start date of your booking. After this time we can amend, however the total amount for those numbers is due.
If your RSVP numbers have significantly reduced (more than 10% e.g. from 100 to 60), the amount after the 10% is considered a cancellation as per our terms and conditions.
Do you hire further afield and Canterbury?
Yes, we do! If you are hiring large items, just please make sure you have adequate transport and packing so no damage occurs. When travelling further, items are more prone to damage so tying everything down well is required, such as bringing extra items to pack into boxes such as bubble wrap to stop them moving around etc.
How do I need to return my order? Do I need to clean items?
Yes, all items are required to be returned as they went out to you with the exception of linens, which we launder ourselves, and this is included in the hire price.
Where items are returned dirty or not up to a clean standard these will be cleaned by our team and this will be charged to you.
Is the delivery and collection cost additional to the hire price?
Yes, all delivery and collection pricing is additional. Hire pricing is only applicable to the hire of the particular product for use on one day.
Is there a discount for hiring for a few hours, or less than the 4-DAY hire period?
There are no discounts for any shorter hire periods. Pricing is based on using the item for one event on one day only, the additional days are to allow for pick up and return only.
Am I able to just pop in to have a look at items and furniture?
If you are wanting to pop in to have a look at items and chat about your upcoming event. Please make sure you book a consultation with us on our website.
This means we can make sure that you have one of our experienced team available to you to walk you through products, make suggestions and give their expertise.
Do you still have unanswered questions?
We hope that helped, but if you have a question that has gone unanswered here, please click below and send yours through!