FAQ's & POLICIES
If the answer you are hoping for isn't below, drop us a line!
IS THERE A MINIMUM ORDER SIZE?
Our minimum spend is $1000 (inclusive of gst). Should you need to order something that is less than this total, just ask us & we will try to accomodate as best we can or put you in touch with someone who can help.
HOW MUCH IS DELIVERY?
Delivery fee: a delivery fee applies for different sized orders & this is outlined below. We will drop off & collect items for you & are happy to work with other people such as planners or family members to arrange this. Easy!
Over $4000: $450
An additional flat rate breakage deposit amount of $100 is added to the delivery cost, & this $100 deposit will be refunded to you upon return of the hired items (within 7 days). If you would like to negotiate your own collection & return we may charge an additional deposit amount depending on method of transport & size of order.
*Disclaimer: as the suppliers we work with do smaller volumes, we reserve right to change prices without notice. Prices are correct at time of publishing.
HOW DO I PLACE AN ORDER?
The best way to get a quote or make an order is to contact us. We'd love to chat to you to find out how we can help make sure you don't order too much or too little based on your event type & number of guests. For example, a 3 course seated reception will have different needs to a cocktail party with roving canapés. Your order size will also vary based on your venue, kitchen facilities available & number of staff. Let us help you navigate the confusion to make sure you have everything you need to make your wedding or event perfect!
IS THERE A DAILY RATE?
All our rates are based on a 3 day hire period (i.e. drop off the day before & pick up the day after your event). If you need longer, let us know as we'd love to help.
WHAT IF I BREAK SOMETHING?
Don't worry, it happens! The $100 security deposit is to cover things like that - we'll deduct any breakages before refunding the remainder to keep it simple.
We also recommend hiring an extra 5-10 extra of some items just in case someone drops their fork in the dirt & needs a clean one, or you break a champagne glass during setup & you're left one glass short for the toasts! ;)
WHEN DO I NEED TO MAKE A RESERVATION?
Many people plan for events (especially weddings) advance. The more notice we have the better, so that we can give you the best experience possible. By creating an order you will automatically let us know that you need a certain collection of items & we will contact you as soon as possible to confirm the date of your event & the availability of the stock. We can then process payment of the deposit, or full amount as per your needs at the time. Alternatively, contact us to arrange a chat or to walk through exactly what might work for you.
HOW DO I ORDER WITH RELL & CO?
Its easy. You can either create an order and send it in, or you can contact us to help you piece together the right order for you. Additionally we can meet with you to plan your event and set up, style & offer the full end-to-end package. The cost of this depends on the size of the order, your location & the unique requirements of your venue. Speak to us for more information.
WHAT ARE MY RESPONSIBILITIES WITH HIRING YOUR PRODUCTS?
We ask that all products are cared for & returned to us cleaned & packaged the same way that they were delivered or collected. If you require us to organise cleaning at an additional cost, or other elements which might come into play, just ask. We take a $100 AUD security deposit to cover any accidental breakage, this will be refunded to you within 7 days of the event should no breakages have occurred.
I DON'T REALLY UNDERSTAND WHAT I NEED YET, I JUST WANT TO SPEAK TO SOMEONE!
Contact us anytime! We love to chat & give free general advice with no obligations
If you need more personalised help with your wedding, we also offer a formal consultancy service, for people who want to sit down & talk through all aspects of the wedding planning process. We come to you & give you as much advice, support & resources as we can. We can discuss an appropriate fee for this depending on where you live & what time suits you best.
I'M HAVING AN EVENT THAT ISN'T A WEDDING. CAN YOU HELP ME?
It's funny you should ask! We both have extensive experience in corporate events, so we can totally make something work for you.
HOW DO I KNOW THESE PRODUCTS REALLY ARE SUSTAINABLE, TRACEABLE & ETHICAL?
Our commitment to sustainable business is total & our guiding principles & processes are here. While it is virtually impossible to ensure every single element is sourced the best way, we try really hard. Like really hard. All our suppliers have passed our ethics-test & we mention them all by name in our product list so that you can see them for yourself. For items made in-house we use the best possible elements & if you do have any questions about these or anything we do, we'd love you to touch base & ask! We are on a constant mission to do the best we can & we love it when we find people who can help us do that.
MY EVENT IS NOT WITHIN YOUR MENTIONED SERVICE AREAS.
We will try our best! Currently, our service areas include Sydney metro, Newcastle & Hunter, Central Coast, Blue Mountains, Southern Highlands, South Coast as far south as Batemans Bay, Canberra & ACT. Touch base with us & we will try to accommodate should you be looking at an event outside of this area. By creating an order, we will ask for your venue location & if it is outside our areas, we will either charge additional delivery on a case-by-case basis or refuse the order if it is outside of our ability to deliver.
CAN I COLLECT & RETURN ITEMS MYSELF?
We can work with you on a case-by-case basis if you wish you transport items yourself, provided you are able to transport them safely & return them cleaned & packaged as per our usual practice. We treat our items with care because they are beautiful & because we want to limit wastage & breakage.
CAN I BUY ITEMS FROM YOU?
We generally only offer hire (unless otherwise stated in the product list). However we would be happy to refer you to our suppliers to see if they can assist you. We also can work with custom orders if you prefer to purchase through us, just let us know & we will attempt to help you the best way we can or at least point you in the right direction. We love our suppliers & are happy to give them your business also!
I NEED SOMETHING WHICH YOU DO NOT SEEM TO CARRY.
If we do not carry something you need, let us know. We can either arrange to purchase it for you or put you in touch with a hire company that can assist. Our aim is to make this easy for you too!
I NEED TO CHANGE MY ORDER- CAN I?
We get that things can change throughout the event planning process, so will help wherever possible to make changes to your order. We will happily swap/change items if available & if the existing order quoted amount is the same or higher.
I NEED TO CANCEL MY ORDER. WHAT SHOULD I DO?
Life happens, we understand that. We want to make this as easy for you as we can while also running a sustainable business model. For this reason, a 50% deposit is required on confirmation of your order & the balance is due 14 days before the party starts. Deposits are non-refundable, so make sure you chat to us before confirming so that we can help you make sure you're ordering what you need.
*If you leave us in the lurch within 14 days of your confirmed event date, then there will be no refund.
However if you need to postpone your event, or change the date due to personal circumstances, we will help wherever possible to transfer your date, depending on availability. Like we said, life sometimes waits for no event, so if you think you may need to change the date just start by giving us a call & we'll see where we can help.
WHAT ARE YOUR PAYMENT POLICIES?
We currently accept payment as direct deposit or PayPal. You are free to pay in full for your order, or leave a 50% deposit to secure your order & date, with the remaining 50% balance due 7 days before your event.
GST is included in the quoted price of products. Delivery is also automatically calculated per order (see above). Should you arrange with us to collect & return items yourself we can adjust this, just speak to us with plenty of notice.
We reserve the right to cancel an order if A) you do not pay the required deposit or balance on time, B) you process an order for an event which clashes with another event we have taken a deposit or balance for, C) the event is outside of our service areas (Sydney metro, Newcastle & Hunter, Central Coast, Blue Mountains, Southern Highlands, South Coast as far as Batemans Bay, Canberra & ACT). If we need to cancel your request, we will refund any money paid in full to your account as quickly as we can, however if we are canceling due to non-payment we reserve the right to keep any deposit paid.