Enchanted Moments Frequently asked Questions and Answers

Q:  Do I need to pay a deposit?
A:  Yes.  The minimum deposit we require is $200.  This locks us in to your date and ensures our availability.  Some conditions and exemptions apply please enquire.

Q:  Is the deposit an extra charge?
A:  No this is not an extra charge and will go toward your decorating costs.

Q:  Do I get this deposit back if I cancel my order?
A:  No this is a non refundable holding deposit which is not returned if you change your mind.

Q:  Can I pay direct into Enchanted Moments bank account?
A:  Yes you can.  Please mark it carefully with your name and event date so that we can make sure your account is allocated the payment.  Our account details are: 

BSB 015 883 Account 9002 14493

Name:  Enchanted Moments

Q:  Does me telling you that I want you to decorate my event confirm my order?
A:  No.  No quote is confirmed without the following two items returned to us:

·      A signed copy of our terms and conditions

·      A non refundable $200 holding deposit.

Once these obligations are fulfilled your order is confirmed with us.

Q:  What is a venue fee?
A:  Each venue that we decorate at requires a minimum event fee for us to decorate.  This fee is $200 and will count towards your decorating costs.  For instance; if you require us to decorate your ceremony and your reception then each venue requires our decorating costs to be at least $200.  If all you require is a red carpet at the ceremony then the cost is $200.

Q:  Why is a credit card number required by Enchanted Moments?
A:  We take your credit card number as security on our goods.  By signing our terms and conditions you have approved us debiting this card if items are damaged or not returned.  Under no circumstances will it be debited for any other reason and the number will not be supplied to anyone else.  If this card is not yours, you are legally signing that you take responsibility for this payment and will reimburse the person whose card that it is.  Enchanted Moments takes no responsibility for you defaulting on this payment.

Q:  Do I need to wash the linen before returning?
A:  No please return linen in the bags we provide or a thick garbage bag.   Extra cleaning charges may apply if the items are extremely dirty or mouldy.  Replacement costs will be charged if candle wax or burn holes are on the linen.

Q:  Do I need to wash glassware when returning?
A:  Please ensure that glassware is dry before returning to the boxes provided.  They do not have to be cleaned.

Q:  Can we keep the table or floral arrangements after the event?
A:  Several of our arrangements are hire only.  You will need to confirm with us if the ones that you are paying for are hire or can be kept.  Replacement cost can be quite large if you damage flower arrangements that are hire only.

Q:  What happens if we don’t return items on the day required?
A:  It is better to keep us informed if there is a problem returning dry hire items.  We have the right to charge extra days rental should we need to.  These charges will be debited to your credit card as per our terms and conditions.

Q:  Can we move items to another location?
A:  No, all items supplied by us are not to be moved or dismantled unless you have written approval from us.  This does not relate to items deemed a dry hire item.

Q:  What time will Enchanted Moments come in to set up?
A:  All set ups are done in consultation with the venue and other suppliers such as Audio Vision technicians.   We will not complete the running sheet of our movements until the middle of the week before your event as we are often late getting information from these other interested parties.  All setups will be completed by the required time.  Please supply us with accurate information as to the time the event starts.

Q:  What happens if some items are missing after the event?
A:  All items missing or damaged will need to be paid for and this amount will be debited from your credit card as per our terms and conditions.  If you are worried about this it may be prudent to have your master of ceremonies point out to your guests at the start of the evening that these items are only hired and are not to be taken.

Q:  When do I have to finalise my order?
A:  We must have your order finalised 30 days prior to the event.  No refunds will be given if your numbers go down after this time, however if your numbers go up then we will add it to your order and will debit your credit card.  If you think that they will alter dramatically please keep us informed as some items are in limited supply and we will not guarantee supply after this time if your numbers go up by a large amount.  You may have to accept another item in its place.

Q:  What happens if my numbers go up at the last minute and I haven’t let you know?
A:  If we come into the venue and the number of chairs have gone up over what you have paid for then we will do the chair covers but we will debit your credit card for the extra costs as per our terms and conditions.  If you do not want these chair covers done, then you will need to make sure that we are informed, preferably in writing 3 days prior to the event.  No responsibility will be taken if the venue has made a mistake on the number of chairs placed out.

Q:  What will happen if we have not let you know about other decorations that we are having at our event?
A:  As per our terms and conditions if you have employed another decorator to do any other portion of your decorations (this includes balloons or chair covers that you have installed yourself), then we reserve the right to refuse to decorate your event.  To date we have not had to enforce this clause but please remember that we can and possibly will do, if you have not been truthful to us.  Your payments will be forfeited if this is the case as it is a breach of agreement on your part.

Q:  What happens if we don’t get what we paid for?
A:  You will always get what you have paid for!  Please ensure that you have clearly read your order sheet and have ensured that you have told us everything that you require.  All our orders are on a computer data base and you are more than welcome to request an updated version at any time to ensure that we have your order exactly as you want it.  Sometimes we may have to substitute a style, colour or a fabric if we have had a problem with them but generally we carry enough stock to ensure that your order can be fulfilled.  No refunds are given if substitution is required.

Q:  Can I add items to my order at the last minute?
A:  Yes you can but please be aware that we are a very busy company and if it is a large request we may not be able to fulfil your request due to time constraints.  We will certainly always try, however, if we can’t we hope that you respect our commitment to our other clients who also have our priority.  We will be very honest with you at the time and will not take the payment for this request unless we are sure that we can do what you would like.

Q:  When do you pack up the decorations?
A:  Generally we pack and pick up the next day (except Sundays and public holidays), however this is sometimes dictated by the venue.  If we are required to come in and complete a late night, or Sunday pack up, then this will require you to pay a surcharge on these services.  Please ensure that you have confirmed with the venue that it is alright for us to come in on the next working day for pack up.

Terms and Conditions

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