Frequently Asked Questions
Why are you by appointment only?
When we book appointments, you and your group will be the only people in our shop, and our focus is entirely on you and your wedding. We want you to be able to decorate your table with the actual items you are considering, and show different options to help you decide on your final look. At the end of your appointment we will provide you with an itemized quote so you will know the actual cost of each item, and can add or remove items as you wish. Take pictures? Absolutely!
You don't offer appointments on weekends?
As the majority of rentals are picked up and returned on weekends, it is an extremely busy time for us. We do not offer regular appointments for booking on weekends, but of course we will make exceptions to accommodate your schedule if needed! Please call us directly to request weekend appointment times.
What times are appointments available?
Appointments are available Monday through Friday from 10am to 8pm. Appointments can be made by calling us (403-594-9336), emailing us (firstname.lastname@example.org), or using our online appointment booking tool which shows upcoming availability.
Do you deliver?
Yes, we offer delivery and pick up services. See our 'Services' drop-down menu for rates. When we deliver, either you or a person (over 21 yrs of age) designated by you must be present to sign for receipt of goods.
For pick ups, all items must be placed into the appropriate containers with the packing materials provided in the manner in which they were delivered. Same day delivery and pick up and delivery/pick up after 5pm are services available but may have additional costs associated.
When can I pick up or have my items delivered?
Weekend orders may be picked up (or delivered) as early as the Thursday before your wedding between 10am and 8pm. You may return your items as early as Sunday, and as late as Monday by 5:00pm. If soiled linens are not returned on the second day after your event, you run the risk of mould and replacement fees for damaged linens will be assessed.
Week day orders may be picked up (or delivered) the day before an event and are due back the following day. Extended rental periods are available if we know and agree in advance. Keeping rental items for additional days without prior approval will incur additional days rental fees.
When do I pay for my order?
Rental services require a signed Rental Agreement and a 25% down payment at time of booking to reserve your order. Changes, substitutions, and final counts are due 2 weeks before your event, and final payment can be made at time of pick-up.
Items which are special ordered or customized just for your event must be paid in full up front, and are non-refundable.
A valid credit card must be kept on file with us until your rental is complete (in lieu of a damage deposit). Once rentals are completed, all credit card details are deleted from our records.
What happens if our event is impacted by bad weather?
Weather related issues will be dealt with on a case by case scenario. We will try to accommodate changes in your plans based on product availability if you have a postponement, however we can not guarantee the same items if they are rented by another party. If your event is cancelled due to inclement weather, the down payment is non refundable.
Can I change my order?
Absolutely! All order/service changes must be authorized with a signature or an e-mail. A detailed quotation will be re-submitted to you after any changes are made. Changes made on the day of the event still require an e-mail or signature to authorize. Only significant changes that greatly increase your order value may be subject to an increase in down payment.
How does the damage deposit work?
We do not require a cash damage deposit. Instead, we will accept a credit card on file to cover damages if necessary. No charges are run through without your foreknowledge and consent.
Upon return of your rental items, we may take up to 7 days to count and assess the items for damage. A Rental Return Report will be e-mailed along with photos of any damage, and an invoice with replacement charges assessed if applicable. You are welcome to view damaged items in person if you prefer. Damaged items are disposed of within 10 days unless you wish to keep them. After 10 days, the client gives up rights to the item(s).
Can I use wax candles on your linens or candle holders?
No. We do not allow wax candles to be used on our linens or in our candle holders or candelabras. If there are any wax stains or residue, the item will be considered damaged and replacement fees will be charged. We offer a full line of LED tealights, votives, and tapers for your convenience, or you can supply your own.
Can I use log rounds on your linens?
Yes, at your own risk. Log rounds snag the linens, and if not sealed, will stain. We recommend adding felt or another similar barrier to the bottom of your rounds. Any linens with snags or stains will be considered damaged and replacement fees will be charged.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Debit, Cash and E-Transfers for your convenience.