Frequently asked questions
WHAT ARE YOUR HOURS OF OPERATION?
Our general hours of operation are Monday’s, Wednesdays and Fridays between 10am - 2pm however, we also take appointments and deliveries/collections outside of these hours.
Do you deliver?
Yes, we can deliver items however, all deliveries will incur a delivery fee. Delivery fees start from $40 one way and will be calculated based on the order and requirements of the order.
Can I collect My items?
Yes, all items can be collected from our warehouse by appointment. We recommend ensuring that you discuss your collection vehicle with us in advance so we can assist with any requirements needed to secure items for a safe journey to your event location. Please note, items cannot be collected in a ute or trailer.
When can I collect/return my items?
All weekend hires can be collected Friday and returned Monday between 9:30am - 4pm, preferably by appointment or approximate time. All other weekday hires are by appointment.
Where is the Collection/Return location?
Items can be collected from our warehouse located at Unit 2/102 Guthrie Street, Osborne Park (entry and parking access from Drake Street).
CAN I VIEW ITEMS?
Yes, you are welcome to attend our showroom to view our items during our opening hours.
Can you SET ITEMS IF MY CATERER/VENUE CANNOT?
Yes, we can lay out the hired tableware items. Our ‘White Glove Service’ is charged at $20.00 per half hour. This service includes all items laid in precise arrangement to meticulous detail. We also straighten all other table items and ensure seating is centred to the plates per setting. Contact us for a quote for this arrangement.
Can you style my table?
Unfortunately we don’t offer styling, but we can offer recommendations on colour combinations and items that may suit your theme or menu. We are also happy to recommend the services of our favourite stylists and florists.
Am I required to clean my items before returning?
In order to ensure our hire items remain in the best possible condition for all of our clients, we do ask that items (excluding linen) are rinsed and dried as soon as possible after use. There is no need for a detailed wash. a rinse and dry is sufficient. Most items are dishwasher safe. There is no need to wash linen.
I DON'T HAVE CAPACITY TO RINSE ITEMS AT THE VENUE, Can you COLLECT items IMMEDIATELY AFTER USE?
Yes. We can attend your event to collect items immediately after use and arrange to clean immediately. This is known as a ‘Late Night Collection and Clean’ Please ask for this to be quoted if interested.
What are your Terms and Conditions of Hire?
A copy of our Terms can be found here.
I need a larger quantity of items than what you offer on your website?
Some items on our website can be sourced in larger quantities. These items are listed with “More Available Upon Request” and the approximate lead time for the order. Contact us to discuss your options.
Do you collaborate with other stylists/suppliers for photoshoots/EXPOS or other promotions?
Yes, absolutely, please get in touch to discuss your idea.
HOW DO You REDUCE YOUR ENVIRONMENTAL IMPACT?
Our plates are delivered in reusable crates, bundled in biodegradable and compostable (also compostable within landfill) cling wrap. Plate stacks are divided by reusable plastic sheets that are washed and reused per hire. In the warehouse these plate stacks are divided using repurposed cardboard and foam.
Our cutlery is bundled in reusable rubber bands and delivered in reusable plastic tubs with lids. This packaging process is intentional and eliminates the need for plastic bags. Gloves are also provided per order for hygiene, and to remove finger and rubber band marks.
Our linen is provided in custom sized cardboard boxes, wrapped in tissue paper and with a biodegradable and compostable garbage bag. We also provide cardboard boxes to our dry cleaner upon delivery so that our items are returned plastic free.
We use biodegradable plastic bags for all rubbish removal and we also deliver all our cardboard direct to our local cardboard recycling facility, weekly.
COVID-19 FAQ’s
We have developed a detailed COVID-19 Management Plan to assist us with the continuity of our business activities. We have summarised this plan into some frequently asked questions to assist you to understand how we aim to manage COVID-19 related interruptions.
Are all your staff vaccinated?
Yes, and we can provide vaccination certificates, if necessary, at the time of venue access.
How will you ensure physical distancing within your workplace or when onsite?
We encourage and communicate the 1.5m rule at all times through signage, verbal cues and reminders. Our point of sale check-out has items to physically distance the checkout area. We have introduced work zones within our warehouse for staff. Client meeting times are restricted and items are prepared in advance of meetings.
Can I still come in to view items?
Yes, meetings are always by appointment only, however, we have restricted meetings to 15-20 minutes during the peak of cases. We ask that you give us an idea of the items you’d like to view before attending the meeting. We will prepare items and take them out of our display ready for you to view.
How are you increasing your hygiene practices within your workplace to ensure COVID-19 is not transmitted via the handling of contaminated hire goods?
We have detailed processes that include the spraying of all soiled boxes, crates and items at collection and prior to washing with surface disinfectant. Staff are required to wear disposable gloves if handling soiled items and elbow length gloves and aprons at kitchen stations.
All cutlery, crockery and glassware items are washed in 90-degree commercial grade dishwashers and are wrapped in clingwrap or placed in enclosed boxes during storage at the warehouse. All soiled linen is collected by an offsite commercial grade hospitality linen drycleaner for a thorough clean. All other items including décor items, boxes and/or crates are either washed within the dishwasher if possible, sprayed with disinfectant and wiped down or sprayed with surface disinfectant.
What are you doing to ensure an unknown infected staff member doesn’t infect your whole team unknowingly?
Masks are required to be worn at all times. Where and when possible, staff are working remote shifts and straddling shifts working part shifts in isolation to ensure staff are not exposed to each other for long periods of time. Our operational warehouse is split into work “Zones” with staff required where possible to plan their workday to remain within their zone and cross over to other zones during their “isolated hours” only.
We have introduced another workday outside of our usual operating hours with wash staff scheduled to work on this day away from general operational staff. Staff are also not permitted to travel in the same vehicle together for collections.
How will you ensure that I still get my hire if someone or most of your staff get sick or are in isolation?
Where possible we are packing and preparing orders up to 14 days in advance of the hire collection/delivery date. We ask that you provide final changes to us 14 days from your event to ensure we can pack and prepare your order and still deliver if our staffing capacity is limited.
We have a pool of people that we can rely on to assist us with packing and delivering our hire orders including external contractors and couriers. We may also be able to sub hire items from other hire companies if necessary.
If the order is ready and packed but we are unable to deliver your order, we will work within our means to ensure you are, at the very least, able to collect the hire items yourself.
Will I be given a refund if you cannot provide me with my items?
Yes, we are happy to discuss refund options with you in this instance.
What happens if government restrictions force me to cancel my event or I get sick?
If the event requiring hire is unable to occur due to reasons outside of the hirers’ decision-making powers, we may consider a postponement, however these are discretionary and may incur an administration fee to move the event to another date. These are case by case basis. See also “will I get a refund” below.
If I choose to cancel my hire, will I get a refund?
We do ask you to acknowledge at the time of booking that all 30% deposits are non-refundable regardless of the circumstances. Cancellations occurring within 7 days from the day of collection/delivery of hire is also non-refundable. We may consider a postponement for bookings that are cancelled for reasons outside of the hirers’ decision making powers, however, postponements are discretionary and are mostly reserved for those patrons who booked their hire prior to the announcement of the pandemic. All others booking during 2021 or 2022 are doing so at their own risk and postponements are not guaranteed. A postponement fee may also be applied to your booking.