Frequently Asked Questions
Ensuring every detail is perfect for your Event.
Your Hire Questions Answered
Find answers to common questions about our hire services, ensuring your event is seamless and stress-free.
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.
What is the picking and handling fee
A picking/handling fee of $35 will be applied to every order.
What are the collection and 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 event 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 event, 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 the 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 goods to us?
We do not offer a delivery service.
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.
What if I need to change the quantities of my order?
You can adjust your order by 10% of the total quantity for each item, eg. if you have ordered 100 chairs, you can increase or decrease the quantity 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.
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 my 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?
Full payment is required when ordering. Payment is processed online via our secure gateway. Should you choose to only pay the $100 deposit at the time of order, full payment is required 4 weeks prior to your event date. If your order totals less than $50, a $20 administration fee will be applied and full payment is required upon ordering.
Do you require a security bond?
We require a holding deposit of $100 as a security bond. This amount will be processed the day 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 initial order deposit of $100 (or part thereof) for cancellation or change of mind.
If you have paid in full and would like to cancel, 60 days notice is required to receive a partial refund. For orders totaling more than $400 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.
What if I break or damage 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 the item is unable to be repaired, 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
We highly recommend that you take a moment to carefully review our terms and conditions before finalising your order. Understanding these details will ensure a smooth and enjoyable experience. Simply click on the button below to navigate to our terms and conditions page.