FREQUENTLY ASKED QUESTIONS
Below are our most frequent questions. If you have a query we have not covered below please email [email protected]
GENERAL
Where are you located and what areas do you service?
Our warehouse is centrally located in Portsmith, Cairns. We can typically service and deliver to weddings and events between Tully in the south, right across the Tablelands, and north to the Daintree. If you are located outside of this area, we are more than happy to look at quoting on delivery to your destination, provided the order meets minimum size requirements.
Do you have a brochure of your hire range?
Yes we certainly do! Go to the Brochure tab at the top of the page to grab a copy.
Can we come and view your hire range?
We offer a free viewing and consult at our warehouse upon request. You can view our whole range and we can give you friendly guidance on which items might align best with your vision.
There is something I would really love to have at my wedding or event, but I don’t see it in the brochure, can you help me?
If there is something you would really love to have, but you don’t see it in this brochure, please ask us - we might just be able to make it happen for you!
I love your hire range but I am using a Wedding Planner/Stylist/Coordinator, can you work directly with them?
Yes absolutely! We love making our hire range available to event planners and stylists to help create the exact vision they and their clients have for their event. We can liaise directly with your planner/stylist for the selection and ordering of hire items. NOTE: Any of our hire items that end up forming part of your event, will be invoiced directly to you, the end client, so there is direct transparency of pricing, and direct accountability for the hire order.
I am a Wedding Planner/Stylist/Event Manager, can we incorporate your hire range into our styling/planning work
Of course! Our mission is to empower both direct clients and event planners with the most comprehensive, luxury and on-trend event hire furniture and decor available in Far North Queensland.
We can provide you with a brochure of our complete hire range, and you may requests quotes on behalf of your clients. We will then need the client’s direct sign off on the quote/hire agreement, and direct payment from the client. We can then include you as the primary/on-the-day contact for communication prior to delivery. We also just require that our business is credited in any of your marketing that features our hire range (EG: Instagram, Facebook, website, etc).
We can provide you with a brochure of our complete hire range, and you may requests quotes on behalf of your clients. We will then need the client’s direct sign off on the quote/hire agreement, and direct payment from the client. We can then include you as the primary/on-the-day contact for communication prior to delivery. We also just require that our business is credited in any of your marketing that features our hire range (EG: Instagram, Facebook, website, etc).
Do you offer event styling, planning or coordination services?
Northampton Events specialises in providing the most comprehensive range of luxury and on-trend event hire furniture and decor available in Far North Queensland. For this reason, we do not offer event styling, planning and coordination services. We do however, offer free of charge consults/viewings at our warehouse if you would prefer to see our items in the flesh, and we are more than happy to provide you with guidance on what works well together and ensure you consider everything you need for your event. Please let us know if you’re interested in booking this in with us. We can also refer you to some amazing Wedding & Event stylists and coordinators if you would like this service, just ask us!
Can you recommend any other amazing vendors/suppliers for other areas of my event?
We know that it takes a number of amazing vendors and suppliers to create a truly unique and unforgettable wedding or event. So we have put together some of our most loved vendors and suppliers in each key specialisation that will perfectly compliment your hire order from Northampton Events. Check out the Partners section on our website.
WHAT’S THE MAXIMUM EVENT SIZE YOU CAN SUPPLY FOR?
We currently have the capacity to provide hire furniture and tableware for up to 200 guests in a single style/theme. Depending on your event style (EG seated dining or cocktail style) and also whether every guest requires a seat, we may have the capacity to service larger events. Please chat with your Northampton Representative who can tailor a package to your particular needs.
DELIVERIES, pickups & returns
What will I pay for delivery of my order?
We aim to keep delivery fees as low as possible for you and will be quoted on based on the size of the hire order and location of the delivery address. Delivery charges are not intended to be profitable for us, but to offset our costs so we can keep our individual hire prices as low as possible.
We need to factor in many variables when quoting for delivery of your order:
- Packing the order into the truck at our warehouse
- Travel time & fuel to your venue
- Unpacking time at the venue
- Return travel and fuel to our warehouse
- 2 delivery staff wages
The above is repeated for the pick up of your order.
We need to factor in many variables when quoting for delivery of your order:
- Packing the order into the truck at our warehouse
- Travel time & fuel to your venue
- Unpacking time at the venue
- Return travel and fuel to our warehouse
- 2 delivery staff wages
The above is repeated for the pick up of your order.
Do you allow pickups from your warehouse?
Small orders can be collected from the Northampton warehouse. These orders must be collected in a secure covered vehicle which has tie points for furniture if required. The items allowed for collection is at the discretion of your Northampton Representative. A security form must be completed prior to collection, which requires a driver’s license and credit card details.
Collection or return of orders by third parties or couriers is not permitted. If you are using a stylist/event planner/coordinator and would like them to collect your hire order, they either must be the contracted hirer/co-hirer for the order, or listed as an authorised party for collection.
NOTE: As soon as the items leave our warehouse they are in your care and you become responsible for them. For this reason we do not recommend customer pickups due to the potential for damage during transit. Our delivery staff are specially trained in packing and securing furniture and other items to ensure their safe delivery and by having us deliver your order, you will not be liable for damage until the items are safely unpacked at your venue.
Collection or return of orders by third parties or couriers is not permitted. If you are using a stylist/event planner/coordinator and would like them to collect your hire order, they either must be the contracted hirer/co-hirer for the order, or listed as an authorised party for collection.
NOTE: As soon as the items leave our warehouse they are in your care and you become responsible for them. For this reason we do not recommend customer pickups due to the potential for damage during transit. Our delivery staff are specially trained in packing and securing furniture and other items to ensure their safe delivery and by having us deliver your order, you will not be liable for damage until the items are safely unpacked at your venue.
What happens if I don’t return my “customer pick up order” in time?
For orders not returned on the agreed date, additional charges apply. As per the security form required to confirm the order.
Will you coordinate delivery and pickup with us and/or our event planner/stylist?
When we confirm your booking, we confirm who the primary contact for the order will be. You can also nominate an ‘on the day’ contact who will be the person responsible for being present at the delivery and signing for the receipt of the order. This may be you or you wedding stylist/planner/ coordinator, or a venue manager, for example.
What time will my delivery arrive?
Your delivery will arrive within an agreed 2 hour window. If an order requires less than a 2 hour delivery window, an additional fee may be charged. Please discuss this with your Northampton Representative.
Can you arrange for an ‘after hours’ delivery or collection?
We can arrange delivery and collections 24 hours a day, 7 days a week. If you do require delivery or collection outside of normal hours of operation, an additional fee will be applied. Please discuss this with your Northampton Representative.
Does delivery include the setup/placement/installation of the entire order?
Whilst Northampton Events does not offer event styling and coordination services, our delivery service includes the placement of all of the big ticket furniture items generally where you or your event planner/stylist instruct us to place them. We do not unpack/setup smaller decor or catering items (EG setting tables, decorating with props, etc).
Some hire items include setup that will be performed by our delivery and install team (EG lighting, some arbours, gazebos, etc).
If you require additional setup services or require our team to relocate items during the event (EG from a wedding ceremony to a reception), you can request this and there will additional fee for this included in your hire quote/invoice.
Some hire items include setup that will be performed by our delivery and install team (EG lighting, some arbours, gazebos, etc).
If you require additional setup services or require our team to relocate items during the event (EG from a wedding ceremony to a reception), you can request this and there will additional fee for this included in your hire quote/invoice.
WHAT HAPPENS IN THE EVENT OF WET/INCLEMENT WEATHER ON THE DAY OF OUR EVENT?
Fingers crossed you get nothing but glorious weather for your event! But if you don’t here’s the deal:
In the case of rain or high winds, we will deliver your order to your wet weather option venue. If you or your on-the-day contact instructs us to deliver/set up items outside, despite impending adverse weather, our delivery team reserves the right to withhold any items that are at high risk of water damage. Any part of your order that is not used on the day due to change of venue or wet weather will not be eligible for a refund. You are responsible for any damage caused by adverse weather conditions.
In the case of rain or high winds, we will deliver your order to your wet weather option venue. If you or your on-the-day contact instructs us to deliver/set up items outside, despite impending adverse weather, our delivery team reserves the right to withhold any items that are at high risk of water damage. Any part of your order that is not used on the day due to change of venue or wet weather will not be eligible for a refund. You are responsible for any damage caused by adverse weather conditions.
I am hiring dinnerware, glassware, cutlery and/or other catering equipment… do I need to have them professionally cleaned before returning?
We kindly ask that dinnerware, cutlery and glassware is rinsed off and re-packed into the cases they were delivered in, however we do not require a full proper clean as these items will be professionally and hygienically washed upon return to our warehouse.
I am hiring table linen, do these need to be cleaned prior to return?
No, we will have these items professionally cleaned upon return to our warehouse at no additional charge.
QUotes, ordering & payments
Is there a minimum hire spend?
We have a minimum hire spend of $500 excluding delivery charges and security deposit.
How do I request a Hire Quote?
We are currently building an online quote request system, however in the meantime, there is a Quote Request Form located on the last page of our Hire Brochure. If you fill it out and email it back to [email protected], we will do up a quote for you and send it through to you asap!
How long will you reserve my items for once you have provided me a quote?
Your quote will be valid for 7 days from the date of the quote. During that time, the items in your quote will be reserved from our available inventory and not able to be booked by any other client. If we do not receive a booking deposit by the end of the 7 day period, the Quote will expire and we cannot guarantee availability of the items. We will notify you by email before a quote expires to give you ample opportunity to secure the order with your deposit.
Do you need a deposit to secure a hire order?
Yes, in order to secure a hire order with us we require a non-refundable deposit of 30% of the total hire quote. This is to provide you with the certainty that your items will be reserved and available for delivery on the day, and also provide us with the certainty that we are not losing the opportunity to hire the items to another client in the event that you cancel your order.
Do you charge a Security Deposit?
Yes, a security deposit will be added to your hire invoice. The minimum security deposit is $250 and is variable depending on the size of the hire order. The security deposit will be paid as part of the balance of your invoice payment. Any repairs and cleaning costs will be offset against this deposit, and the balance refunded to you upon return and assessment of all hire items upon return to our warehouse.
How do I proceed with/confirm an order?
You will be asked to digitally sign/approve a hire Quote and then a Hire Agreement. Following that, you will receive an invoice via email with payment methods available to pay your deposit and balance. You will be required to pay a non-refundable deposit of 30% of the total order value. We accept credit card payments and direct deposit (EFT).
When am I required to pay the balance of my order?
Balance of payment is required at least 30 days prior to your scheduled delivery/pickup date. If you have booked a hire order with us within 30 days of the delivery/pickup date, full upfront payment is required.
Changes, cancellations & damage policy
Can I add to or change an order once it’s been placed?
You can make changes to an order without penalty up to 30 days prior to the event date (subject to availability of the items you wish to add), providing the new order total is not less than the 30% booking deposit already paid. If the new order total is less than the booking deposit already paid, you will not receive a refund of the difference as we consider this a lost opportunity to rehire the items.
If you wish to make changes to the booking within 30 days from the delivery/pickup date, the new order value must be equal to or greater than the original order value. If you make changes resulting in a lower order value, you will not receive a refund of the difference as we consider this a lost opportunity to rehire the items. The adding of new items will also be subject to their availability at the time of the change.
If you wish to make changes to the booking within 30 days from the delivery/pickup date, the new order value must be equal to or greater than the original order value. If you make changes resulting in a lower order value, you will not receive a refund of the difference as we consider this a lost opportunity to rehire the items. The adding of new items will also be subject to their availability at the time of the change.
MY EVENT DATE HAS CHANGED, WHAT ARE MY OPTIONS?
You are welcome to change your event hire booking date however it will be subject to items in your order being available on the new date, and subject to the other conditions in the Changes to an Order Policy above.
What is your Cancellation and Refund Policy?
The following terms apply to total order cancellations as well as the cancellation/removal of any individual item from a confirmed order:
- The Initial 30% deposit paid to secure the order is non-refundable
- There will be a cancellation fee of $55 on all completely cancelled bookings
- Cancellations more than 30 days from the delivery/pickup date will be eligible for a refund of any additional monies remitted over and above the initial 30% hire deposit.
- Cancellations within 30 days of the delivery/pick up date will be eligible for a refund of the delivery/pickup fees only. Monies paid for hire equipment is considered as cost of lost opportunity and is not refundable.
- The Initial 30% deposit paid to secure the order is non-refundable
- There will be a cancellation fee of $55 on all completely cancelled bookings
- Cancellations more than 30 days from the delivery/pickup date will be eligible for a refund of any additional monies remitted over and above the initial 30% hire deposit.
- Cancellations within 30 days of the delivery/pick up date will be eligible for a refund of the delivery/pickup fees only. Monies paid for hire equipment is considered as cost of lost opportunity and is not refundable.
IF SOMETHING GETS BROKEN, LOST OR DAMAGED, OR UPHOLSTERED ITEMS ARE RETURNED DIRTY, HOW IS THIS HANDLED?
If a hire item isn’t returned at all, or returned damaged beyond repair, you will be required to pay a full replacement fee for the item. This amount will be outlined to you prior to requesting any payment or debiting your nominated credit card.
If a hire item is returned damaged but is deemed repairable, we will provide you with an invoice outlining the repair costs and will require payment within 14 days.
If upholstered items like sofas, rugs, cushions, chair cushions, etc are returned dirty, we will also provide you with an invoice for professional cleaning.
Where your Security Deposit is sufficient to cover any replacement/repair/cleaning costs, invoice amounts will be deducted from your Security Deposit and the balance returned to you. Where your Security Deposit is not sufficient to cover replacement/repair/cleaning costs, the balance will be payable via your nominated credit card or via EFT.
If a hire item is returned damaged but is deemed repairable, we will provide you with an invoice outlining the repair costs and will require payment within 14 days.
If upholstered items like sofas, rugs, cushions, chair cushions, etc are returned dirty, we will also provide you with an invoice for professional cleaning.
Where your Security Deposit is sufficient to cover any replacement/repair/cleaning costs, invoice amounts will be deducted from your Security Deposit and the balance returned to you. Where your Security Deposit is not sufficient to cover replacement/repair/cleaning costs, the balance will be payable via your nominated credit card or via EFT.