FAQ - Frequently Asked Questions
- What are your business hours?
- Where are you located?
- Do your prices include GST, surcharges and taxes?
- I have ordered some items that I would like to pick up. What is the process?
- I have ordered some items that I am having delivered. What is the process?
- I have broken items. Do I need to return the broken glass?
- Do I need to wash glasses, plates or cutlery before I use them?
- Do I need to wash my hired goods before I return them to you or before they get picked up?
- What is your cancellation policy?
- Why shouldn't I use Streamers?
What are your business hours?
Monday 9am - 5pm
Tuesday 10am - 4pm
Wednesday 10am - 4pm
Thursday 10am - 4pm
Friday 9am – 5pm
Saturday 9am – 12.00pm
Where are you located?
Our showroom and warehouse is at 3 Price St, Melrose Park. Not far from Castle Plaza shopping centre, Edwardstown. See the Location section of our website for directions.
Do your prices include GST, surcharges and taxes?
Every price we quote you has GST or any other business charges incorporated into the cost.
I have ordered some items that I would like to pick up. What is the process?
The following details assume your function is on the weekend…
Customer pick ups can be collected from us on Friday from midday till 5pm or Saturday 9am – 12.00pm. Unless otherwise arranged. All items need to be returned on Monday between 9am and 5pm.
You need to pay for your hired goods when you collect it and if you have breakages upon return, they need to be paid for then. Relevant identification is required. Cheques are not acceptable.
If you are picking up large items, you need to consider bringing blankets and ropes to tie down you load. We try to keep all our items clean and scratch free so chairs need to be stood up and other than that just common sense procedures when loading onto your vehicle.
For the latest road rules regarding safe loads click here.
Also please note that you are saving the cost of a delivery charge by picking up your own hired goods. This does mean that you are responsible for loading and securing your own load. We will of course, if we are able to, give you a hand, but it should not be expected. Review our terms and conditions here.
Please check through your order as soon as possible. You must advise us of shortages on the day of your delivery before your party. It is not acceptable that you tell us that there was a plate missing or a glass chipped on the Monday after your party.
I have ordered some items that I am having delivered. What is the process?
The following details assume your function is on the weekend…
We will ring you on the Tuesday afternoon of your function week. We will advise you of an approximate delivery day and time – for example Thursday afternoon.
Deliveries are on Wednesday, Thursday or Friday.
Payment is expected on the Tuesday afternoon with credit card or cash on delivery. Our driver’s will not leave your order without payment. If you have paid for your delivery before hand, you need to ensure you have left adequate access. You do not have to be present but all items are your responsibility once we have delivered them. Review our terms and conditions here.
All our deliveries take place between 7.30am and 5pm. There is of course, sometimes extenuating circumstances – weather and traffic for example – but, in these cases we will endeavor keep you in touch.
If you have ordered a marquee to be delivered you will need to prepare the area. Move all pots and remove that clothes line. We cannot put a marquee up over a clothes line. The marquee roof is put together on the ground and lifted up. Trim overhanging branches and think about mowing the lawn.
Please check through your order as soon as possible. You must advise us of shortages on the day of your delivery before your party. It is not acceptable that you tell us that there was a plate missing or a glass chipped on the Monday after your party.
We of course aim not to damage any of you property. This is where it is important that you clear a sufficient pathway for us to get a trolley through. We will not carry 6 metre long marquee frames through your townhouse. Review our terms and conditions here.
It is extremely important to not use streamers or other water colour based products. If wet they will stain the not only the marquee fabric, but chairs and tables. It is not always rain that can cause this. Condensation in the morning can cause streamers inside the marquee to be saturated. The full cost of repairs will be passed on the customer. By accepting delivery of your marquee, you are accepting our terms and conditions.
We will pick up your items on Monday. During the busier months we may need to pick up your order on Tuesday. We will of course advise you of this.
You must ensure access for us to pick up your order. There will be an extra charge if we need to return to your house more than once.
I have broken items. Do I need to return the broken glass?
Please do not put cracked, chipped or broken glass back into the box for pick up. We handle the glasses numerous times once you have returned or we have picked up your glasses.
Do I need to wash glasses, plates or cutlery before I use them?
Everything is washed in a commercial dishwasher and packed ready for you to use.
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Do I need to wash my hired goods before I return them to you or before they get picked up?
Yes, all items need to be washed when you are finished with them. You will be charged an hourly rate for cleaning if they are returned dirty.
What is your cancellation policy?
The hirer needs to give 7 days notice of cancellation, failing which you will be charged 20% of the total rental charge. Orders cancelled on day of delivery will be charged a 100% cancellation charge.
Why shouldn't I use streamers near my marquee?
Streamers or any water colour based product will run and stain if they are wet. It does NOT come off. It also stains chairs and tables and even concrete. It is not always rain that can cause this. Condensation in the morning can cause streamers inside the marquee to be saturated. The full cost of repairs will be passed on to the customer.
By accepting delivery of your marquee, you are accepting our terms and conditions. See an example of streamer damage here
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