FAQ'S

Please contact us on 0437 916 359 or email hello@pompetteevents.com.au with any queries

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HOW LONG IS THE HIRE PERIOD?

The hire period of our items is 1-3 days. Should your needs be in excess of this time frame, additional surcharges may apply but you can essentially rent our items as long as you like, pending their availability.

HOW MUCH IS DELIVERY?

Delivery fees vary for each event and our fees take into consideration the amount/weight of hire items ordered, how many staff are required, distance to travel, the delivery location and difficulty of access, ie, stairs, and the date and times of the delivery and collection. We do our best to keep costs low for our customers and do not price our delivery fees to make a profit but to cover our staff wages in preparing, delivering and collecting the items and vehicle expenses and fuel. 

CAN I COLLECT MY ORDER MYSELF?

Smaller orders and some specific items are available for DIY collection. A security deposit is often required and will be returned within 72 hours of receiving the items back in good condition. Customer collections and returns are Tuesday to Friday 9am to 4pm.

CAN I CHANGE MY ORDER BEFORE MY EVENT?

We understand that your guest numbers or needs may change resulting in more or less rentals than what you first ordered. Pompette will accept a decrease of up to 10% on the original order value at any time prior to payment of your balance due date without penalty and you can add as many more items as you like pending stock availability.

WHEN WILL MY ORDER BE DELIVERED?

One of our team will be in touch with you approximately 2 weeks before your event to confirm your order and advise when your order will be delivered and collected. The times suggested are based on the needs of your venue, other vendors and your event start and finish time and our schedule for that day with other events.

WILL YOU SET UP MY DÉCOR AND FURNITURE?

We prefer to set up our furniture exactly where you want it to be to avoid the possibility of damage and one of our team will be in touch with you in advance to discuss a floor plan if necessary. Décor items such as vases are usually set up by your stylist or florist however if you’d like us to set up your décor we can do this for you and will provide a quote for you.

WHAT HAPPENS IF THE ITEMS I ORDERED GET DAMAGED?

It is a condition of hire that the items provided will be returned in the same condition they were given. Should an item be lost or damaged beyond repair, you will be invoiced for the full replacement cost of the item for payment within 7 days. If an item is damaged or broken but able to be repaired, we will invoice you the repair costs for payment within 7 days.

WHAT HAPPENS IF SOMEONE SPILLS FOOD OR DRINK ON THE FURNITURE?

We get it. Sometimes a party can get a little crazy (these are often the best ones!). While our items are cleaned after each event and these costs are incorporated into our hire fees, any misuse or abuse such as overloading, cigarette or sparkler burns or food and drink stains may require specialist attention in addition to our usual cleaning or replacement fees. Soft furnishings such as removable cushion covers and lounges that require specialist attention will be invoiced to you to remove stains such as food and red wine within 7 days. If an item is unable to be cleaned back to its original state, it is considered damaged beyond repair and a replacement invoice will be forwarded to you for payment.

WHAT ARE YOUR TERMS OF HIRE?

View our Terms and Conditions of Hire here.

DO YOU REQUIRE A DEPOSIT?

A 30% non-refundable deposit is required to secure your booking. Items are not reserved until a deposit is received.

IS THE DEPOSIT REFUNDABLE?

Your 30% deposit is non-refundable and non-transferrable as once your booking is confirmed we will refuse other bookings for those items you’ve selected on that same date.

WHAT IS YOUR CANCELLATION AND REFUND POLICY?

Bookings cancelled 4 weeks before the event date will receive a refund less the 30% non-refundable deposit. Cancellations 1-3 weeks before the event will forfeit 60% of the total hire cost (including the 30% non-refundable deposit). Bookings cancelled within 7 days of the event will forfeit 100% of the total hire fee and only delivery and collection fees will be refunded.

WHEN DO YOU REQUIRE FULL PAYMENT?

Full payment of the remaining 70% of your order is required 14 days prior to your event date. For events made 14 days prior to the event, full payment is required at the time of booking to secure the items.

HOW DO I MAKE A BOOKING?

Simply email us at hello@pompetteevents.com.au with your full name and phone number along with information such as the items you are interested in, the event date and the address of the venue for delivery and we will come back to you with availability and costs including delivery and set up. The more information you can provide, the more accurate we will be able to quote you. Alternatively, you can call us on 0437 916 359 to discuss your needs.