Frequently Asked Questions            

Where are we located?

We are located in a small pocket of the Yarra Valley, Healesville. We offer customer self collections from our Eltham home.  

Do we have a showroom?

Currently, we do not have a showroom. All of our hire items are listed online with prices and item details. However, if you are unsure what products will be the right fit for your event please contact us and we will endeavour to provide you with further information.  You can also view our hire items at our industry partner linen hire companies; Table Art Event Hire and Cloth and Confetti Events.

Do we offer a dry hire service?

Yes, we do offer a dry hire service. There are also some larger bookings which may not be appropriate for dry hire, however due to the nature of our products dry hire is determined on a case by case basis. For further information and to enquire about your event, please send us an email.

Do we deliver and what is the cost?

Yes we deliver! Delivery fees are calculated on the distance from our warehouse location in the Yarra Valley to your event and take in to consideration our travel time, distance covered and manual labour charges. Late night pick up after 12am will incur an additional fee.

Are we available for hire outside of Melbourne?

Yes! We are more than happy to accommodate bookings within Victoria. Please be aware that delivery fees are dependent on the location of your event from our Yarra Valley warehouse and also take in to consideration labour charges and travel time. For particular long distance bookings, accommodation overnight may be required and will be charged at the hirers expense.

What is the damage waiver?

A non-refundable damage waiver is applied to every booking. It is the hirer's responsibility to return all rental items in the same condition in which they were received, except for ordinary wear and tear. The damage waiver is a standard fee in the hiring industry to cover minor damage to the stock. It does not cover loss or negligence resulting in the item having to be replaced or written off. Products that are missing, returned permanently damaged, lost or stolen due to mishandling/negligence or any other misadventure or incident, will incur a reimbursement cost of $10.00 per piece/item by the Hirer to “The Event Merchant Company”. Should the replacement value exceed the damage waiver then the Hirer will be responsible for the reimbursement to us of the entire cost of the damaged and/or non-returned items.

What is the processing and handling fee?

A minimum processing and handling fee of $100.00 is charged for all bookings and is then charged per piece and subsequently increases based on the size of your order. Given the nature of our products and their obligatory health/hygiene maintenance requirements; all products require a thorough clean after use, even if the event venue has already washed the items. The Processing and Handling fee is non refundable. All products that are gold rimmed must be hand washed only.

How do you care for rental items?

As some of our products are gold plated please advise the event venue to be extra gentle when washing the plates and to not use an abrasive cleaning scourer. Only wash with a sponge as this prevents unnecessary scratches. Gold rimmed plates and glassware are to be washed only by hand and not in a dishwasher. Please scrape and rinse plates free of any food, plates should be packaged dry. Plates must be returned in the same condition they are received. All cutlery is dishwasher safe, however please handle with care.

How do I place an order?

Once you have browsed our collection, visit each hire items product page, click the 'heart icon' and add to wishlist.  Once you have finished adding all your items, click the 'submit to wishlist' button located on each product page.  Amend the number of units you require for each item and click submit.  Answer the questions regarding the details of your event and submit!  We've be in touch within 7 days.  We will confirm the product availability and provide you with a quote via email. Once this quote is accepted a 30% deposit is required to secure your booking.  We recommend that you enquire at least 6 months in advance for cutlery, charger plates, glassware and other table decor due to their popularity. We will always attempt to accommodate last minute bookings however, we can not guarantee your first preference of products.

How long is a quote valid?

All quotes are valid for 7 days from the date the quote is issued. If you would like to proceed with your quote please advise us within 7 days of the quote date and we will issue a deposit payment link.  Bookings are not confirmed until a deposit payment has been received.  A proposal is not confirmation of a booking.

How do I pay for my booking?

Once your quote is accepted, we will issue you with a booking fee payment invoice. To secure your booking a 30% booking fee is required within 7 days of the invoice issue date. If the booking fee is not received within 7 days of the invoice date then the reserved items will no longer be held for your booking. All booking fee payments may be made via bank transfer or through a credit card online via Stripe. Payment of deposit indicates acceptance of our Terms and Conditions.

Is your booking fee refundable?

Please note that a non-refundable 30% booking fee is required to secure your booking and this payment must be received by The Event Merchant Company within 7 days of the date of the invoice. If the booking fee is not received within 7 days of the invoice date then the reserved items will no longer be held in the Hirers favour.

When is final payment?

Final payment must be made to The Event Merchant Company a minimum of 14 days prior to the event date.

What happens if I cancel my booking?

In the unfortunate event that an event booking is cancelled by the hirer our full quoted amount less deposit will be refunded if such cancellation is advised at a point in time greater than 14 days prior to your function date. If a cancellation is advised within 14 days of the event, all monies paid are forfeited. For more information please email us.

Can you change your booking?

We understand that initially advised event numbers are often subject to change, but we require your final determined numbers to us at least 14 days prior to your event. Please be mindful of our potential limitation on our ability at late notice to increase product quantity, as this depends on that days product stock availability because of potential other bookings on the same date.

Do we offer a set up service?

Yes, we can offer an event table set up service. Cost for this service will be quoted on your specific event requirements, we are also able to provide you with a list of our preferred event planners and stylists.


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