Frequently asked questions …

DELIVERY

Do you deliver? Yes, we can organise delivery at an additional cost, please contact us for a quote. Please include venue address. Prices quoted for delivery and pickup will assume street level access and close access to site. Additional charges will apply for delivery or pickup to higher or lower levels, distances more than 10m from our vehicle’s closest parking spot, venues with stairs, steep driveways, sand hills, narrow pathways to name a few. Please advise access details prior to booking so that no surprise additional labour fees will apply.

Is delivery included in the hire price? No, our prices are for the hired items only. Unless otherwise stated, delivery is in addition to your event prop & furniture hire order. The delivery fee is determined by the quantity of items, delivery location, access and the dates and times of the event. As a guide, we calculate our delivery fees at $1.50 per kilometre from our address to cover time, fuel and handling. Can’t wait for a quote? Go to www.whereis.com.au and type in directions from our postcode (TUGGERAH 2259) to yours. This will tell you how many kilometres it is. Multiply this by 4 (2 return trips … one to deliver and one to collect) then multiply this by $1.50.

Where do you deliver to? Our service area includes the Central Coast, Lake Macquarie, Hunter Valley and Newcastle areas. If your event is outside of these areas, please contact us to discuss.

STYLING

Is set up and styling included in the hire price? No, our prices are for the hired items only (unless otherwise stated). This is our business and livelihood, therefore we need to charge for our time. Please contact us for a quote.

Do I need to organise site access and approval? Yes. Please ensure site access & approval is arranged prior to the event date, and any relevant details are communicated with us.

DO IT YOURSELF (“DIY”) HIRE

When do I need to collect hire items from you?
Hired items must be collected and returned from Long Jetty (address to be advised upon booking) on dates and times pre-arranged with Celebration Set Ups. Ideally for weekend events, items are to be collected Thursday or Friday between 9am and 5.30pm and returned Monday between 9am and 5.30pm.

What size vehicle will I need? This will depend on your order - please ask for dimensions of any particular large items that you are hiring. If using an open air vehicle (ute or trailer) please ensure you have a cover to protect the items from driving through rain and plenty of blankets and straps to keep items secure and protected.

Is there a late fee if hire items are not returned by the due date?
Please contact us if you are unable to return the hired items at the agreed time. Hired items not returned by the due date will incur a late fee.

Do we clean everything before returning?
All hired items must be rinsed of all food and beverage.
Hire of linen and material items includes cost of professional laundering - do not wash items prior to return. Please ensure linen and material items are dry, clean from loose food, dust, decorations, glitter/confetti etc. and stored in breathable bags. Linen must not be placed in plastic bags as it may be attacked by mould and will then be chargeable at the full replacement cost.
Items which have been permanently stained or damaged may be charged at full replacement cost. This includes but is not limited to stains and damage caused from ink, wet crepe paper, coloured candles and candle wax, vomit, grease marks, mud and other permanent damage to fabric.
Chair sashes must be un-tied before returned.

Damaged, missing or broken items?
We understand items can become damaged, go missing or break. However, as part of your Hire Terms & Conditions, you as the client are responsible to cover the costs associated with cleaning, repair or replacement of the item/s in question. The Customer must pay the current replacement value cost (RRP) plus freight which will be deducted from the bond payment. In circumstances where no bond has been taken, we will email you an invoice to be paid immediately.

MONEYS
Do you require a deposit when confirming a booking? A tentative booking will be held for seven days; by then a 20% non-refundable deposit must be paid to confirm your booking and secure our services. (100% full payment if event is less than 14 days away).
Is there a bond payment? We will determine on a case by case basis whether a bond will be applicable. The amount will also be determined by the individual booking requirements. Bonds are fully refundable on return of items in original condition minus fair wear and tear.
When do you require final payment? Full payment must be made 1 month prior to your event date.
What payment options are available?
Payment is preferred as direct deposit to:
Account Name: Celebration Set Ups   
BSB: 062-692   
Account No: 7337-2354

Cash, Cheque and money order are also accepted. We DO NOT have Eftpos or Credit Card facilities, sorry!

Please Note: making a payment to Celebration Set Ups means you have entered into a contract and are bound by the company’s terms and conditions.

What if I want extra last minute items on the day?
If any last minute decorations or accessories are needed on the day, they must be paid in full by either direct deposit or cash upon delivery.

POSTPONING, CANCELLING AND BAD WEATHER

Can I postpone my booking?
In the event of a date change, we will allow your booking to be moved to another desired date within 12 months of your original event date with a full credit note of your event booking amount, valid for 12 months. Please remember that the selection of future dates will be based on our service and products availability so no guarantees can be made. If unavailability of our services and products occurs, payment will not be refunded and our cancellation policy will be enforced according to the amount of time the notice is given.  

Notice of your wish to postpone your event must be given no less than 2 weeks prior to your planned event date. Special circumstances for less notice given will be granted in line with Government announcements and Public health orders (by law) only. It is the responsibility of the client to keep up to date with NSW and local Government area rules and restrictions.

What if I need to cancel my booking or remove/reduce individual items?

The 20% deposit is non-refundable, therefore, if you do cancel the booking at any stage, this amount will not be refunded. If you notify us that your event has been cancelled more than 30 days from your event, we will refund payments made less the 20% deposit. If you notify us that your event has been cancelled less than 30 days from your event, you will not receive any payment reimbursement. If individual items are cancelled or item quantities are reduced please notify us 60 days prior to your event so that your order and invoice can be amended. We will not refund if items are altered, cancelled or reduced in quantity if notified within 60 days of your event. Please ensure that you are 100% satisfied with the products and services listed on your invoice when making your deposit to secure your booking.

What if the weather turns bad?
The weather can be unpredictable. In the case of rain or wind, Celebration Set Ups reserve the right to withhold any item that may be damaged as a result of said weather. The customer agrees to allow Celebration Set Ups to make changes in the best interests of the customer. It is highly recommended that the customer has a suitable backup plan indoors and this should be communicated to Celebration Set Ups upon placing the booking. Additional travel fees may be incurred if this back up plan is not held in the near vicinity of the original location. No refund will be payable for goods received but not used.

OTHER

Is there a minimum order requirement? No

Will you attend my venue for a site inspection? Yes, once you have made a booking with us and paid your deposit, where necessary, we will attend a site inspection with you. If a booking and deposit has not been made we charge $50 per hour to meet with you.

Item availability: While every effort is made to ensure items included in packages are available for bookings, there may be instances where, due to breakages, double bookings, stock not being returned in satisfactory condition and circumstances beyond Celebration Set Ups control, an alternate item will be offered. Some of the "set up" photos may include stock no longer available. Celebration Set Ups will always work with the client to come up with the best possible alternative in these circumstances.

Have a question not answered here? Please contact us by emailing hello@celebrationsetups.com.au or call 0413923949