Order
How do I secure my order?
To secure your order, the process depends on the timeframe to your hire period:
- If your hire period is more than 7 days away:
You can secure your order by paying a deposit of 25% of your hireware purchase (excluding any security bond). This deposit will confirm your booking and reserve the equipment for your event. The remaining balance will be due 7 days prior to the commencement of your hire period.
- If your hire period is within 7 days:
To secure your order, you will need to provide full payment, including any security deposit required. This ensures that all arrangements are in place, and the equipment will be available for your event.
Please note that the security deposit, will be refunded upon the return of the equipment in good condition and in accordance with our terms and conditions.
Is there a minimum order value for hiring equipment?
Yes, the minimum hire amount for our equipment is $200.
For specific details regarding your event needs and the applicable hire costs, please don't hesitate to contact us.
Can I make changes to my order after it's been placed?
Of course!
We understand that event plans may change, so we try to accommodate any reasonable changes. However, it depends on the availability of the equipment and the proximity to your event date. All final changes are due 7 business days prior to your event. You can add or edit items on your order, although they must be of equal or greater value than your rental deposit.
When is the final balance due?
The final balance for your hire order is due 7 days prior to the commencement of your hire period. We kindly request that you make the payment by this date to ensure a seamless process and to secure your equipment for the specified hire duration.
What happens if I need to extend the rental period?
If you need to extend the rental period, please contact our team as soon as possible. We will do our best to accommodate your request, including adjusting the pick-up schedule accordingly.
General
Do I need to clean the hired items?
We kindly ask that items are returned in good condition, free from significant staining or food residue. Please ensure to rinse tableware and dry cutlery to prevent corrosion. In cases where additional cleaning is required, there may be an associated charge. Your cooperation in maintaining the items' cleanliness is greatly appreciated.
What if an item is broken, damaged or lost during my event?
We understand that accidents can happen during events. If any item gets broken, damaged, or lost, please inform our team immediately. We will assess the situation and collaborate with you to find the best solution, which may involve replacement or repair of the damaged item.
To safeguard against minor damages or unreturned items, we collect a security deposit. If the damage is within the scope of the security deposit, we will deduct the required amount accordingly. However, if the damage is extensive or the item cannot be repaired, you will be responsible for the full cost of replacement or repair.
Our priority is to ensure a seamless experience for all customers, and we appreciate your cooperation in promptly notifying us of any issues.
Set-up & Pack-up
Is set-up and pack-up included in the hire cost?
We do not include set-up and pack-up services as part of our standard hire packages. However, our team will ensure that all equipment is dropped off in a timely manner at the designated location, at ground level. You'll be responsible for setting up the equipment for your event.
If you'd like to include our set up and pack up services please contact us at 07 3059 9884 or hello@charlielaneeventhire.com.au.
Do you offer a set-up service?
Yes, for an additional fee, we provide a set-up service to take care of the installation and arrangement of our rental items at your event location. This service allows you to focus on other aspects of your event while our experienced team ensures that everything is set up perfectly, according to your specifications. Please inquire about the set-up service and associated fees when you make your rental booking.
Do I need to request the set-up service in advance?
Yes, we recommend that you request the set-up service when making your rental booking. This allows us to plan and allocate the necessary resources to ensure a smooth and efficient set-up process.
Do I need to be present during set-up and pick-up?
It is helpful to have someone available during set-up to provide any specific instructions or guidance. However, if you are unable to be present, we can arrange the set-up based on the information provided during the booking process.
Delivery & Service Area
What areas do you service?
At present, our main serviced areas encompass Brisbane, Ipswich, Toowoomba, the Gold Coast, and the Sunshine Coast.
In addition to our primary service areas, we are also equipped to extend our services further north and south, depending on the requirements of our clients. If your event or location falls outside our main serviced areas, please do not hesitate to contact us.
Do you offer delivery?
Yes! Our delivery fee is tailored to your specific location for fairness and accuracy. Check out our FAQ question below for more details on our delivery fees. Alternatively, during checkout, adding items to your quote provides an estimate for delivery and pick-up fees. Please remember, this estimate is based on general factors and doesn't include specifics like order size and venue accessibility.
To ensure a seamless experience, we kindly request a minimum 3-hour delivery window. This gives us the time to plan and execute deliveries, ensuring your items arrive in perfect condition.
How much is your delivery fees?
Our delivery fees are calculated considering various factors, including event location, order size, staff requirements, venue access, travel time, and fuel. During checkout, adding items to your quote provides an estimate for delivery and pick-up fees. Please remember, this estimate is based on general factors and doesn't include specifics like order size and venue accessibility.
Our aim is to offer affordable delivery and pickup fees, prioritising transparency and fairness in our fee structure.
Can I pick up my items?
We apologise for any inconvenience, but at this time, we do not offer a pick-up service from our warehouse.
Do I need to be present during delivery?
Yes, someone needs to be present at the delivery location during the specified time to receive the rental items, inspect them, and sign the necessary paperwork.