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 a table set up with the actual items you are considering and show different options so you can see your final look. At the end of your appointment we will provide you with an itemized quote where 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 a special appointment time if the weekend is the only time you have available. Please call us to request special appointment times.
What times are appointments available?
Appointments are available Monday through Friday from 10am to 8pm. Appointments can be made by calling us, emailing us, or using our online appointment booking program which shows upcoming availability for appointments. We will always do our best to accommodate special appointment times if your circumstances require a specific day or time (for example: people coming from out of town who are only here for a specific day)
When can I pick up or have my items delivered?
Weekend orders may be picked up (or delivered) on Fridays between 10am and 5 pm and are due back by on Monday between 9am and noon. Our business is closed on Sundays. Week day orders may be picked up (or delivered) the day before an event and are due back the day following. Longer rental times are available. 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. Final payment with changes, substitutions, and final counts are due 24 hours before your event. Items which are specialty or customized just for your event, including special order items are non-refundable. A valid credit card must be kept on file with us until your rental is complete. Once rentals are completed, all credit card details are deleted from our records.
Do you deliver?
Yes, we offer delivery and pick up services. Deliveries and pick ups begin at $25 per trip (van) or $50 per trip if enclosed trailer is required. For deliveries, 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 replaced into the appropriate containers with packing materials 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.
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, and are subject to an increase in damage deposit.
How soon will I get my damage deposit back?
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 the charges assessed. You may come view them in person if you prefer. Damaged items are discarded within 10 days unless the client requests to come pick them up. 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.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Debit, Cash and E-Transfers as preferred methods of payment. Cheques will be accepted but must be provided 14 days in advance of your event.
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.