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Get In Touch With Us




 
bespokebywm > FAQ

The Process

 

1

Email us for a quote:

Email us what products you require for your event and we will provide you with a quote.

2

Secure your order with a 40% deposit:

Orders must be secured with a 40% deposit, non-refundable booking fee. The remaining balance is required one week prior to the event date.

3

Delivery or Pick up:

We deliver to your event with the option of setting up. Or You come and pick up products and set up at your event.

4

Pick up or drop off:

We will come and pack up and take everything away for you. Or You can pack up and deliver back to our depot.

 

 

FAQ

Our minimum hire order (excluding delivery and pick up) is $400.00.

 

 

FAQ

HOW LONG DO I HAVE TO CONFIRM MY ORDER?

Quotes are valid for 14 days.  The deposit must be received within this period to secure your booking.

MINIMUM HIRE ORDER?

Our minimum hire order (excluding delivery and pick up) is $400.00.

WHAT HAPPENS IF WHAT I WANT TO ORDER IS BELOW $400?

Unfortunately, all orders require a minimum hire cost of $400, meaning you would either need to pay the $400 or hire more product to get you up to the minimum spend amount.

What happens if I want to hire additional equipment?

If you want to hire additional equipment you will need to contact us via email to see whether the equipment is available. If it is available an additional quote will be sent to you and the 50% deposit paid immediately for the additional item to secure the booking.

What happens if I am late to returning the product I have hired?

A late fee will be charged for all equipment that is not returned as per agreement with Bespoke by WM (unless alternative agreements have been made by Bespoke by WM). The late fee will be $50.00 per day until the product has been returned.

Where are you located in Melbourne?

4/47 4 Rushdale Street, Knoxfield in the South Eastern suburbs.

When do I need to collect from you?

Our hire period is for up to 4 Days. We usually require pick up to be on Friday before your event and returned Monday following depending on the agreement with us. However, we do know that dates for your event can be different and we can work with you via appointment, to suit your needs. All collections and returns are via appointment only, and this can be arranged at the time of booking.

Do you have items for hire that is not listed on your website?

No we do not. All our items are listed on our website. This includes prices and quantities that are available.

Do you set up?

Yes we do at an additional cost. Or you have the option to set up yourself. All hired goods will be carefully wrapped and packaged for travel for you to set up as you wish for your event. You must ensure that these are packed up to the same standard.

Can we arrange for delivery of our hired goods?

Yes, we can usually arrange to have our hired goods delivered. There is a delivery charge that will be dependent on distance travelled, amount of hired items, ease of access to venue, etc. Deliveries are arranged during business hours. Please contact us as early as possible to secure your booking as delivery cannot be guaranteed and might be unavailable during extremely busy weekends of peak wedding season. For delivery pricing please refer to the services section.

What sort of car do I need to pick up the equipment?

A covered vehicle only such as a van or truck. NO OPEN TRAILERS.
You will also need, straps and or ropes.
Blankets and fabrics to protect the items as we do not supply these.

Do we have to wash everything before returning?

Yes, we ask that all items be thoroughly washed, cleaned and repackaged in the original storage packaging supplied by Bespoke by WM before they are returned to us, if not there will be a fee incurred.

What happens if a guest accidentally breaks or damages one of the hire items or something is lost or stolen?

This is what the security bond will cover. All breakages, chips or losses will be deducted from your security bond upon their return to our depot. However, if this amount exceeds the bond amount we will issue you with an invoice and debit the remaining amount from your credit card that you provided on the booking request form.

What payment options do you offer?

We offer several payment options. We accept payments via online direct bank transfer, cash payments, or credit card upon collection. Please allow enough time for funds to clear into our account before collection if you are using direct bank transfer.

Do you have a showroom?

We don’t have a showroom as we are based at a factory residence, but we are open to viewings on Saturday mornings from 9am. This is by APPOITMENT ONLY and if an appointment is not made there will not be time allocated to be able to show you the products we have listed online.

What happens if I change my mind?

We understand that sometimes these things happen, if you need to cancel your booking we ask that you send us an email to let us know a minimum 2 weeks prior to the booking date. Unfortunately your deposit will not be returned to you but any additional monies that have been paid we will be happy to return.

FULL TERMS AND CONDITIONS?

Please contact us for our detailed terms and conditions.