FAQ

WHERE DO I COLLECT THE GOODS FROM?

All hire goods listed on this website can be collected from our warehouse – 11 Enterprise Street, Salisbury on Brisbane’s Southside.

IS THERE A MINIMUM SPEND?

Yes, we have a minimum spend of $100. If your order is under $100 there is a $20 administration and processing fee, which will be applied to your order upon confirmation.

WHAT ARE THE COLLECTION & RETURN DAYS?

For collection your hire items are available to collect on the Thursday prior to your weekend event between 10am-3pm. If you cannot collect on the Thursday, please contact us to make alternative arrangements for a Friday collection. If you have a mid-week event, liaise with our friendly staff to organise an appropriate collection time.

For return, the items need to be returned to our warehouse on the Monday following your wedding date between 10am-3pm.  Upon drop off we will inspect the goods, however this is time permitting with other deliveries. We will advise via email if any of the goods appear to be damaged or missing so the appropriate replacement fee can be discussed. A full list of the replacement fee prices is available from us at any time.

HOW LONG IS THE HIRE RENTAL TERM?

Our rental term is maximum 4 days in duration (Thursday to Monday). If you are having a weekday wedding, please contact us to organise alternate pickup and dropoff days.

DO YOU LOAD GOODS INTO OUR VEHICLE FOR US?

Due to insurance purposes, our staff cannot load your hire items into your car. Please ensure that you have enough people to assist with loading your hire goods.

CAN SOMEONE ELSE COLLECT AND RETURN GOODS FOR ME?

Yes. You can have a friend or family member collect your hire goods and return them for you. Please ensure that you communicate to them our return hours between 10-3pm.

CAN YOU DELIVER THE HIRE ITEMS TO ME?

We do not offer a delivery service however we can recommend a local delivery company who is our preferred supplier to you once your order has been placed.

CAN I EXTEND MY HIRE DURATION?

Yes you can extend your hire duration outside of the allocated period which will incur a fee. The fee for extending your hire duration is a 20% surcharge of your total  amount of your DIY Hire order/s per day.

HOW CAN I GET A HIRE QUOTE?

You don’t need to email us for a hire quote. All items are listed on our website, ready to calculate for you. Simply pop the items required into the cart and it will total them as you go.

HOW WILL I KNOW AVAILABILITY OF ITEMS?

We have a very large inventory of our hire range. Please go ahead and place your order for the items you require and process your deposit payment. You will receive email confirmation of final availability and further instructions within 2 working days. If the decor is unavailable for your event date, we will refund your deposit payment in full immediately.

HOW DO I KNOW IF YOU ORDER WENT THROUGH?

You will receive an automated email confirmation once placing your order and then further confirmation within 2 working days with further information on collection and return.

WHEN AND HOW DO I PAY FOR MY ITEMS?

A $100 deposit is required once you order and this can is processed online via our secure gateway. Full payment is required 4 weeks prior to your event date. If your order totals less than $100, a $22 administration fee will be applied and full payment is required upon ordering.

DO YOU REQUIRE A SECURITY BOND?

We will need to process a holding deposit of $100 as a security bond. This amount will be processed the week of your order collection, and will be released within 24 hours of your hire return.

WHAT IF I NEED TO CANCEL MY ORDER?

No refunds will be given on your order deposit for cancellation or change of mind.

WHAT IF I NEED TO ADJUST THE QUANTITY IN MY ORDER?

You can adjust your order by 10% of the total for each item eg. if you have ordered 100 chairs, you can reduce the amount by 10 without penalties. This adjustment is required more than 28 days from your event date.

Any item cancellations within the order, or a decrease in amount within 28 days of order collection date will not be refunded.

WHAT IF I DAMAGE OR BREAK AN ITEM?

If an item is broken upon return, our staff will assess the damage to see if it can be repaired, and provide you with the cost of repairing.

If an item is broken, a full replacement fee will need to be paid.

If the repair or replacement fee is under $100, this will be taken out of your security holding deposit. If the replacement fee exceeds $100, the difference will need to be paid by the person returning the goods.

WHAT IF I LOSE THE BOXES OR BAGS THE GEAR IS PROVIDED IN?

A large amount of our decor has specific boxes or bags for transporting, and these often are unable to be replaced.

If bags or boxes are not returned with the goods we will need to charge accordingly.

 

TERMS & CONDITIONS

LOST, DAMAGED OR SOILED ITEMS
If goods are damaged, not returned or in need of cleaning, the necessary replacement or cleaning costs will be charged to your nominated credit card once inspected upon return. Confirmation of these charges and photos (if applicable) will be emailed to you.

WHAT IF I NEED TO CANCEL MY ORDER?
In the event of cancellation by the hirer, 8 weeks notice is required to receive a refund. A cancellation fee of $75 per order will apply. For orders totalling more than $300 a 25% cancellation fee will apply. If you cancel within 28 days of hire date, any refund of monies is at the discretion of management.

FURTHER INFORMATION ON SPECIFIC ITEMS
Please ensure that you read the following information specific to the product that you have hired as this will help you care for the items. All items are returned in the same condition that they were given to you in & if you receive an item in a box please return the item in the same box.

CHAIRS & STOOLS

Our chairs & stools are provided to you clean and in one piece, please return them to us in the same condition. If they happen to get dirty, i.e muddy, sandy, dusty or have grass stuck to them please ensure that you wipe them down prior to return. If the chairs get wet at any point please make sure they are wiped down as soon as possible. If the chairs are returned dirty there is a $2.50 cleaning fee per chair for cleaning. If any of the chairs are missing or broken on return, we will notify you of the replacement cost depending on what chair you have hired.

NATURAL WOVEN MATS OR BAMBOO MATS

If you are using the natural woven mats or bamboo mats on the beach please ensure that you shake the sand out of them as much as possible prior to folding or rolling them up. We are happy for you to use light coloured fresh petals on these mats, however please do not use red petals as they will stain. Please DO NOT GET THESE MATS WET. In the event that they do get wet or damp please ensure that you leave them laid out in the sun on the ground to dry. If rolled up wet they will go mouldy and we are not able to get the mould out of them. The replacement fee per 3m natural woven mat or bamboo mat is $175 each.

WHITE OUTDOOR AISLE RUNNER / RED CARPET AISLE RUNNER

Please ensure that you shake the carpet out and brush off any leaves or grass that may be on the carpet. If the carpet does get wet during use please leave rolled out to dry. Use of light coloured petals are fine on the carpet, however please DO NOT USE RED/DARK COLOURED PETALS as these will stain. If the white carpet gets dirty, you can choose to use a high pressure hose to clean, please ensure it is fully dry prior to return. Replacement fee for our red & white carpet is $350 per 6m. Cleaning fee is variable depending on how soiled it is.

BAMBOO ARBOUR WITH DRAPING / SINGLE ARCH WITH DRAPING

Please follow the instructions provided when putting up the arbour at your ceremony location. Be gentle when taking down the arbour and ensure that no poles are dropped to the ground as this may cause the bamboo to crack. If the arbour draping gets wet or damp during use please keep it out until it is completely dry and roll it up neatly afterwards. If the arbour draping is rolled up wet it will go mouldy. Replacement fee for a full custom made arbour is $950 and draping $150.

FLOWERS FOR ARBOURS AND TEEPEES

The flowers can be quite delicate if not handled correctly. Try not to crush the flowers or get them wet or dirty. The organza ribbon attached to the flowers needs to be tied on when returned. If the flowers are returned damaged or dirty, a replacement fee of $10 per spray will be charged.

SILK PARASOLS

Silk parasols are not suitable to use in the rain. If they do get wet or damp please ensure you leave them out to dry. We ask that you are gentle when putting the parasols into their buckets as the bamboo on the inside of the parasol can break if handled roughly. Replacement fee of each parasol is $10.

UMBRELLAS

Please ensure that umbrellas are returned dry.

CHAIR COVERS

Our chair covers are suitable for indoor chairs only. We will wash the chair covers when returned, however if there are large stains (eg. Red wine stain) that is difficult or cannot be removed a replacement fee will be charged. Please ensure that all chair covers are not inside out prior to being returned and are folded neatly.

TABLE LINEN

Please do not leave folded when wet. The table linen will get washed when returned, however if there are large stains (eg. red wine stains) that is difficult or cannot be removed a replacement fee will be charged. Please ensure there is no food attached to the cloth and please cloths are folded when returned.

VASES

Each vase is provided to you clean, please ensure that you wash them out or clean with window cleaner prior to being returned. Each vase is to be returned in its box. Make sure that you let your venue know that not to throw away the boxes. Replacement fees for vases range between $10 and $30 each. If returned back dirty, a cleaning fee of $5 will be charged per vase.

CANDELABRAS

We ask that you ensure that any wax that may have dripped during your event be cleaned off before being returned to us. Please use hot water/steam and a polishing cloth so you don’t scratch the surface. If they are returned to us with wax on them a cleaning fee will be charged. The cleaning fee amount will vary depending on the amount of wax on each candelabra.

TEALIGHT HOLDERS

If you are using real wax candles ensure you remove each burnt out candle. If wax is on the tealight holder please clean this prior to returning your hire. Cleaning fees for tea light holders if returned with wax on them varies depending on how dirty they are. Replacement fees for our tealight holders range from $1 to $3.50 each.

MIRRORS

Please use window cleaner to wipe all marks off the mirrors before being returned. A cleaning fee of $2 per mirror will be charged if they are not returned clean. If lost or broken a replacement fee will be charged.

BLACKBOARDS

Blackboards are to be wiped clean of all chalk before being returned to us. A cleaning fee will be charged if they are returned dirty or with writing still on them.

Please contact us if you have any further questions.