Frequently Asked Questions

Contact Details

WHERE ARE YOU LOCATED?

Our warehouse is located in Pendle Hill NSW. Our address details will be provided on your invoice.

WHAT ARE YOUR OPERATING HOURS?

Our warehouse is open Monday – Friday 10am – 4pm (by appointment only). We also operate Saturday and Sunday for deliveries, setup and collection.

DO YOU HAVE A SHOWROOM WHERE I CAN VIEW YOUR ITEMS?

Yes our showroom is located within our warehouse in Pendle Hill NSW. Showroom consultations are by appointment only on Friday. Minimum spend and styling consultation fee applies for showroom consultations.

All of our hire items are also listed online with prices and item details. Should you require assistance with choosing pieces for your event please complete our contact form or send an email and we are happy to recommend pieces. If you cannot find an item listed on our website please send us an email.

HOW CAN I CONTACT YOU?

Due to the nature of our business, we are unable to answer enquiries via phone. If you need to get in touch to ask questions please send us an initial enquiry through our contact form on the website or via email hello@theprettytable.com.au and we can phone you back.

Booked clients will receive our phone number on their invoice should they need to contact us about their confirmed order.   

Transport of hire items

DO I HAVE THE OPTION TO PICKUP AND RETURN (DRY HIRE)?

Yes pickup and return (dry hire) is from our warehouse in Pendle Hill NSW. Our address details will be provided on your invoice. Collections are available on Thursday between 10am – 4pm and returns on Monday between 10am-4pm. We can be flexible with these days/times with advance notice.

Please ensure that your vehicle has appropriate space to load your hire items. We can advise packaging of items prior to your event.

DO YOU DELIVER/COLLECT AND WHAT IS THE FEE?

Yes we provide a delivery and collection service for events held in Sydney with a minimum hire spend of $100.00 as well as events held in Sydney surrounds with a minimum hire spend of $300.00. The reason we have a minimum hire spend for delivery and collection is because anything under this value the delivery & collection fee is likely to outweigh the total hire cost.

We will provide a quote for delivery and collection based on the travel time between your event location and our warehouse, order size and delivery/collection day/time.

Please note, weddings & events with early morning bump in/setup and late night bump out/packdown will incur additional surcharges.

HOW ARE YOUR ITEMS PACKED FOR SAFE TRANSPORT?

Our tableware is carefully packaged in bubble wrap/foam and placed in durable plastic crates and catering racks for ease and safe transport.You are required to pack the items in the same way they were provided.

ARE YOUR ITEMS AVAILABLE TO HIRE OUTSIDE OF SYDNEY OR INTERSTATE?

Yes we often receive hire enquiries for weddings and events held in Sydney surrounds including the Hunter Valley, Central Coast, South Coast, Southern Highlands and Blue Mountain regions and are able to deliver and collect to these locations. A minimum $300.00 hire spend is required for these locations. A delivery and collection quote will be provided upon enquiry.

Due to the fragile nature of our items we cannot transport our glassware and tableware for hire interstate.

Hire Terms

HOW LONG IS YOUR HIRE PERIOD?

Our hire period is 3-6 days. For dry hire orders, customers can collect from our warehouse on Thursday and return Monday (6 day hire period). For orders requiring delivery/collection, the hire period will depend on the event and venue requirements i.e. same day delivery/collection or delivery day before and collect day after.

IS THERE A MINIMUM HIRE?

For orders collected and returned to our warehouse we currently don’t have a minimum hire spend. For orders requiring delivery and collection within Sydney a $100 minimum hire spend applies. For orders requiring delivery and collection to Sydney surrounds a $300 minimum spend applies.

DO I NEED TO PAY A BOND OR SECURITY?

A security deposit is required for all hire orders. Once the rental items are returned they will be inspected for cleanliness, damage, breakage and loss. We also clean all our items through commercial facilities. You will be notified within 7-10 days post return of the status of your hire order and your bank account details requested to transfer the bond. Bond refunds can take up to 7-10 days from when it is provided to us as we batch process refunds. 

Caring for hire items

DO I NEED TO WASH THE ITEMS BEFORE & AFTER USE?

All hire items supplied are clean and ready to use. We ask that all food & liquids be removed from the hire items after use. Please refer to our terms & conditions for specific cleaning requirements per item type. Failure to follow these instructions will result in a loss of security deposit to cover the additional cleaning required.

WHAT HAPPENS IF AN ITEM IS BROKEN OR DAMAGED?

If there is any damage, breakage or loss to the rental items you will be charged as per the replacement value listed on your invoice. Replacement value of our rental items is based on the current retail value. The replacement value will be deducted from your security deposit. If the replacement value exceeds the security deposit you will be charged for the additional costs which is payable within 7 days of your event.

DO I NEED TO WASH LINEN (TABLECLOTHS & NAPKINS) AFTER USE?

Our hire price includes the professional washing & pressing of linen after use. Please refer to terms & conditions for specific care instructions relating to the hire of linen tablecloths and napkins.

Placing an order

HOW DO I PLACE A HIRE ORDER/ENQUIRY?

Please refer to our hire process page for details on placing a hire order/enquiry.

HOW FAR IN ADVANCE SHOULD I BOOK?

We recommend that you enquire 3-6 months prior to your event. Our busier periods are generally March – May and September – November. We can accommodate last minute orders i.e 7 days prior to your event, and will do our best to find alternate options should your first choice not be available.

CAN YOU HELP ME CHOOSE ITEMS IF I’M UNSURE?

Yes we offer a styling consultation in our showroom on Friday. Minimum spend and styling consultation fee applies. This allows you to mix and match different tableware items to create your ideal place setting. You can also bring along other table items i.e. menus to ensure that everything compliments each other.

Alternatively you can view our gallery for inspiration from real events, photo shoots/features and our styled collections.

Order Payment & Changes/Cancellations

HOW DO I PAY FOR MY ORDER?

Once we confirm availability of the items you wish to hire we will issue you an invoice. To secure your order, full payment is required for orders of $100 or less or if your order is booked within one month prior to your event. A 50% booking deposit is required for orders over $100 with final payment due within 30 days of your event.  You can pay via direct transfer or credit card (via Paypal which incurs a credit card surcharge).

CAN I PLACE ITEMS ON HOLD?

Orders are booked on a first come first serve basis. Whilst items may be available at the time of initial enquiry, these items are not held for you. An order is only confirmed once we receive deposit or full payment and our rental agreement is signed and returned.

CAN I CHANGE OR CANCEL MY ORDER?

Changes to orders, including additions, substitutions & reductions can be made up to 30 days prior to your event. Additions & substitutions are subject to availability.

If your event is cancelled after you have paid your deposit or full balance, 15% of any monies paid will be retained bv The Pretty Table. This is to cover the lost opportunity to hire those items to other clients. Exceptions may apply for unforeseen circumstances. This will be reviewed on case by case basis.

Covid Policy

WHAT IF I HAVE TO POSTPONE/CANCEL MY EVENT DUE TO A COVID RESTRICTIONS I.E. LOCKDOWN?

If your event cannot proceed due to Covid restrictions implemented by the NSW State Government, then your deposit or full payment will act as a credit for one year from your cancelled event date.

WHAT IS THE PROCESS ONCE I NEED TO POSTPONE?

Once you have a new event date let us know so we can check availability of the items and officially move your booking to the new date.

Whilst we do stock large volumes of items, some items originally booked may not be available for the new event date due to existing bookings for that date. In this case, we will work with you to provide a similar items or provide you with alternate dates where they are available. 

WHAT IF I CANCEL MY EVENT ALTOGETHER AND DON’T POSTPONE?

If you cancel your event and do not postpone, you can use the credit for other events within one year of the cancelled event date. If you do not wish to receive a credit, then our normal cancellation policy applies and 15% of any monies paid will be retained by The Pretty Table.

HOW MUCH NOTICE DO YOU NEED IF WE ARE POSTPONING/CANCELLING AN EVENT DUE TO COVID RESTRICTIONS?

We understand that Covid restrictions can come into effect swiftly. Ideally we require at least 48 hours notice of your pickup date from the warehouse (dry hire orders) or from the delivery date that your are postponing/cancelling their event due to Covid restrictions. This will ensure we don’t unnecessary pack your hire order. A labour fee may be deducted from your credit for orders that are packed due to inadequate notice of postponing/cancelling. This will be applied at the discretion of The Pretty Table.

WHAT IF I HAVE TO POSTPONE/CANCEL MY EVENT DUE TO COVID RESTRICTIONS AFTER I HAVE ALREADY PICKED UP/RECEIVED MY HIRE ITEMS?

If you have to postpone/cancel your event after receiving the hire items, a labour fee will be deducted from your credit as we still had to prepare and pack your order and unpack it upon return to the warehouse. The labour fee will be applied at the discretion of The Pretty Table.

All items must be returned in their original packed condition for a credit to apply. If we need to organise delivery and collection for your rescheduled date, then a further delivery/collection fee will also apply.

WHAT IF I HAVE TO REDUCE GUEST NUMBERS TO COMPLY WITH COVID RESTRICTIONS IMPOSED ON MY VENUE I.E. 1 PER 4SQM RULE AFTER I HAVE MADE FULL PAYMENT?

If your guest numbers need to be reduced to comply with Covid restrictions, you will be entitled to a refund to the value of the guest reduction if you provide us with at least 48 hours notice of your pickup date from the warehouse (dry hire orders) or delivery date. This refund will be issued with your security deposit refund post event. We do not offer refunds for guest reductions where we have been notified within 48 hours of pickup/delivery date as we would have already packed your order. We also do not offer refunds for unused items due to guest reductions that have already been dispatched from the warehouse as all items returned to warehouse must be processed, counted and cleaned as per our normal process.

General Questions

ARE YOUR ITEMS AVAILABLE TO PURCHASE?

Some of our products are available to purchase as new via our online store. Head on over to www.theprettytablestore.com.au to view our range. 

DO YOU HAVE A SETUP SERVICE?

Yes we can setup our tableware at your event. Cost for this service will be quoted based on your specific requirements i.e. order size, day/time of bump in/setup. A minimum hire spend applies for setup. In advance of your event a mockup of the tableware will be sent to you for your approval.

To assist us with setup we require the following information from you – on site contact name & number (venue/function coordinator, stylist), event details (room and event name, floor plan) and location details (event access i.e. loading dock, stairs, lifts).

DO YOU OFFER INDUSTRY/STYLIST DISCOUNTS?

Yes we offer industry discounts to wedding event planners/stylists, caterers, function centres, restaurants and florists. Our discounts are based on product type and range from 10-30% off website prices. Please email our team with the items your clients are interested in hiring and we can provide you with a discounted quote.