Home   ::   Customer Information   ::   FAQs

F.A.Q.s

Following are the answers to our most frequently asked questions.  

Got questions? We got answers! Our Frequently Asked Questions page has all the ins and outs of hiring items from Kelly Ann Events.  

How does the Wishlist work?

The Wishlist is a fabulous way to keep track of all the goodies you are after! And the process is super simple.

  1. Browse through the categories of items in our shop or use the handy search box. Click on an item to bring up the details  (such as dimensions, colours, quantities available etc)
     
  2. Add the item’s you like to your Wishlist. The system will tally up your prices as you go making it super-easy to keep within your budget.
     
  3. Make sure you include your event date & venue on your contact form, then hit SEND when done. A copy of your completed Wishlist is also sent to your email so you can easily refer back to what you enquired about.  
     
  4. We’ll be in touch ASAP to confirm availability and to answer any questions you may have.
     
  5. If all looks good, a 50% deposit is required from you to confirm the goods.
     
  6. The remaining balance is due 2 weeks prior to your event. 
Do I have to use the Wishlist?

No absolutely not! It is the easiest and quickest way of booking, but you can also email through your enquiry, call us or visit in person. We do however recommend you fill it out so when we do meet, we have an idea of what pieces you have in mind. 

What if I can’t find a particular item I need?

If you are looking for something in particular and you can’t see it in the online store – please ask us! Tucked away in every nook of our factory is a lot more vintage goodness than is shown on the website. 

What if I don’t know where to start?!

That’s absolutely fine, we love a blank slate and we’re here to help! We encourage you to come into the Showroom to have a chat and cruise the shelves. Bring in any notes, Pinterest boards, magazine photos, or scribbles in a notebook you may have of things that have piqued your interest. We’ll listen to what you have thought about so far and provide some recommendations. Seeing items in the flesh are a great way to get a feel for what you do or don’t like. 

Can I visit your Showroom and view the items?

Absolutely! Are you free now? We LOVE visitors! There’s nothing quite like seeing something in real life to kick-start your imagination.

Sip on a latte while you browse the shelves of items for hire, we even encourage you to have a play with our mix n match centrepieces (it’s kinda like a brides playground!) 

Showroom Hours:

Monday: 10.00am - 3.00pm
Tuesday: 10.00am - 3.00pm
Wednesday: 10.00am - 3.00pm
Thursday: 10.00am - 3.00pm
Friday: By appointment only
Saturday: 9.00am - 12.30pm 
Sunday: Closed

No appointment is necessary during our open hours. If you are unable to make it during these times, contact us  to arrange an appointment on an alternate day.

What kind of events do you work on?

If it’s an event, than we already love it! Weddings, Bridal Showers, Milestone Birthdays, Baby Showers, 1st Birthdays, themed parties, photo shoots, Corporate dinners, Expo Stands – every event can benefit from a rustic touch and we love the variety of working on them all – big or small! 

Can you deliver?

Sure can! We offer a delivery and collection service for all our items. This service gives you one less item to keep off your To-Do list! 

As each booking is different, delivery fee’s are custom quoted depending on:

  • the amount of items hired and the vehicle required to transport them safely in 
  • the manpower required 
  • the time available to deliver/collect 
  • and distance to be travelled

Once we have an idea of all this, we can then give you an accurate price. 

How long is the Hire Period?

For a DIY booking, the hire period is generally 4 days, giving you plenty of time to setup, enjoy your event and bring them back. If you do need extra time on either end just ask. We are pretty flexible and understand everyone’s circumstances are different. 

When can I pick up my Hire items?

As a guide, pick up takes place generally 1-2 days before your event. So if your event is on the weekend, you can collect your goodies on the Thursday or Friday before-hand. Depending on what you have hired, you must have a suitably enclosed vehicle. Many of our items are of a delicate nature and don’t like to be exposed to the elements! 

What are the conditions of hire?

Terms & Conditions 
The following Terms & Conditions must be accepted by the “Hirer” prior to Kelly Ann Events making the goods or services available to the “Hirer”

Quotations 
Your quote is valid for 7 days from the day you receive the quote via email. Once the quote has expired all items and services become available to other interested clients. Once you are happy with the quote, please advise us and we will forward you a tax invoice. You will be required to pay a 50% deposit within 7 days of the invoice date. Once we receive your deposit your goods are then confirmed for your event date and cannot be hired to other interested parties. 

Security Bond
A $100 Security Bond (or 10% of the booking total if over $1,100.00) is required for all bookings. This security bond will be returned to you when our goods are returned in the same condition they were hired out to you in. Please email us your bank account details so we can make prompt return of your bond.  
 

Payment
A 50% non-refundable deposit is required to be paid within 7 days to confirm your booking. The balance is then due 2 weeks prior to your event. If you are requiring custom Graphic Design work by Kelly Ann Events (eg: Custom Welcome Signs) full payment of these items is required upon booking (in addition to the 50% deposit) and no refunds can be given for change of mind.      Our bank details for payment will be listed on the invoice. If you would like to pay by credit card, please advise us and we will forward you a separate payment link. Please note a 2.5% credit card fee will be added to your invoice. No delivery or pick-up of our goods will be allowed under any circumstances until full payment of the invoice has been made by the Hirer and received by Kelly Ann Events.  
 
Hire Period
The hire period for a DIY booking is generally 4 days. Pick up takes place on the Thursday prior to your event between 10am – 3pm and return is on the Monday between 10am – 3pm (unless otherwise arranged). Our factory location is: Factory 1/18 Amay Crescent, Ferntree Gully 3156.  If the item is being delivered & picked up by Kelly Ann Events, the hire period is 24 hours. Delivery will be arranged for the day of your event and collection the following day. We are happy to liaise directly with your venue to ensure a smooth delivery process.   


Delivery and Collection
Collection from our Ferntree Gully factory is preferred, however we can deliver to you if required.  Please note, the total order amount must exceed $150 for us to be able to deliver, otherwise you must arrange collection from us yourself. Our delivery and labour fees vary depending on your event location, the amount of items hired, the vehicle required to transport them, the delivery time-frame available and the amount of manpower required to lift the items. Please contact us for a custom delivery price. Our minimum delivery fee is $80 each way. Please note, the delivery fee does not include set-up of your items unless otherwise stated. Set-up will need to be quoted separately if you require this service.     
If you are collecting your items, proper transport must be arranged to avoid any damage to our goods. You MUST have an enclosed vehicle to transport our products. Many of our items are of a delicate nature and cannot be exposed to the elements. Please make sure your vehicle size is suitable to the amount and size of equipment you are hiring. All our product dimensions are listed on the Kelly Ann Events website. If you are unsure if something will fit, please contact us. Please also ensure all trailers are enclosed, as rain, wind and direct sun can damage our items. You are responsible for providing your own packing blankets, tie-downs and straps for all furniture collections. We cannot guarantee we will have these available for you to borrow due to other deliveries.  
 

Late Returns
Due to a large amount of Late Returns occurring of our items, we have had to enforce a Late Returns fee. All Late Returns will incur a daily fee of $35, plus additional transportation costs if we are required to collect the goods ourselves. If Kelly Ann Events is booked to collect the items hired by the hirer and some (or all) of our goods are not ready upon pick-up and we leave without the items, we will charge a $150.00 late fee. Goods are then required to be bought back by the hirer within 24hrs. If Kelly Ann Events is required to attempt to collect the items again, another delivery fee will be charged in addition to the late return fee.   


Breakages/Damages
If an item is broken or damaged a fee will be deducted from your security bond. If this does not cover the value, an invoice will be sent to you accordingly. Please advise Kelly Ann Events of any breakages/damages that does occur to our items while in your care.  


Security/Cleaning
All items must be returned in the same clean manner in which they were hired. All glass drinking jars and drink dispensers must be washed by the Hirer prior to returning to Kelly Ann Events. If you are burning candles in any of our products it is your responsibility to get the wax out before returning the items to us, otherwise cleaning fees will apply.  If hiring chalkboards, liquid or permanent chalk is not permitted. A replacement fee will be charged if the chalkboard is damaged. A good tip when cleaning blackboards, a dab of Coca-Cola on a cloth works a treat to remove all smudges!  


Responsibilities
All items are packaged with care upon client pick up. It is expected that the same care be given upon drop off of items. All wrapping, boxes and tubs that the items are supplied to you in must be returned with the items. A fee will be deducted from your Security Bond for any missing packaging.   


Refunds, Change of Minds, Cancellations
We do not offer refunds for change of mind, change of circumstances, cancellation or reduction of items. Once your booking is confirmed the equipment is made unavailable for hire to other enquiring clients and as such we are unable to re-hire these items or fulfill another booking date. Therefore all items noted on the tax invoice are payable in full. 


Liability
The Hirer will assume all risks and liabilities with respect to the products and for all injuries arising from the Hirer’s possession, use, maintenance, repair or storage of the products. Any person signing the documents for and on behalf of the Hirer hereby covenants with the Owner that he/she has the authority of the Hirer to make this agreement on the Hirer’s behalf and is empowered by the Hirer to this agreement. Once you leave our premises you are responsible and liable for any accidents, breakages or damages to yourself or others or any of the items hired from Kelly Ann Events. Kelly Ann Events takes no responsibility for any damage, accident or breakages to your own property or yourself or others caused by any items hired from Kelly Ann Events. 


Indemnity Clause
The Hirer hereby relinquishes Kelly Ann Events from all liabilities, resulting from demands and expenses in any way, arising from injury, death, loss of income, damage to property or persons, caused to the Hirer or associated users in respect of the equipment and/or services at all relevant to this event. It is the absolute responsibility of the Hirer to maintain and gain relevant insurance. Kelly Ann Events may not be held liable for non-attendance of a function due to unforeseen conditions pertaining to traffic conditions, vehicle break-down, weather and environmental conditions, death, or unforeseen circumstances out of our control. 

Kelly Ann Events 1/18 Amay Crescent,  Ferntree Gully VIC 3156 1300 863 969 

When do I have to return my items to you?

If your event is taking place on the weekend, return is to our Ferntree Gully Showroom on the Monday after your event. 

 

I’m organizing my own wedding. Can you Coordinate the setup on the actual day?

Yes absolutely! While you may be a fabulously prepared and organized bride, no one wants to get a phone call to hear your caterer has a flat tyre on the way to your venue while you’re sitting in the makeup chair! Let us deal with that! Head on over to the Coordination page and read more about our On-the-Day setup and coordination services.  COORDINATION PAGE COMING SOON

What forms of payment do you accept?

We accept Direct Deposit, Cash and Credit Card (fee’s apply). All payment methods and bank account details will be listed on your invoice.  

Can I add extra items to my booking?

Yes, of course! The more the merrier.