(08) 7231 0435

FAQs

Frequently asked questions about White Marquee

What are your hours of operation?

Our current trading hours are 8.30am to 5.00pm Monday to Friday. We have a showroom at 264 Richmond Road that you are welcome to browse to assist you in your event planning and staff on hand to provide advice. No appointment is necessary.

How much notice do I have to give when placing my order?

As long as the equipment is available, you can call us the day before you need it and we can have it delivered to you or you may collect it from our warehouse at 264 Richmond Road, Marleston. No real notice is required however we encourage you to book as soon as you can, particularly if you require a marquee structure.

How long do I have the equipment for?

Equipment is hired out on a daily basis or at a weekend rate. This means if your event is on a weekend you may have the equipment for up to three days. 

Client Collection and Return

Client collections and returns are via our a Drive-Thru Pickup and Return facility open between 8.30am and 4.30pm Monday to Friday, at our warehouse located at 264 Richmond Road Marleston

Photo Identification is required for all client collections.

Collections are usually the day before if your event is on a weekday with returns the following day. 

For weekend events, collections are usually Friday by 4.30pm and returns are the Monday (or Tuesday for public holidays). 

Please be mindful of vehicle size prior to collecting your hire, e.g. our 2.4m trestle does not fit the boot of most cars and therefore requires a trailer, van, SUV or roof racks.

Overdue returns incur a daily 10% charge of the total invoice amount - please refer to our Terms and Conditions.

Delivery and Collection

We offer a delivery and collection service at a cost which is based on location and the amount of hire.

Our crew install all marquee structures which means you will be charged a delivery and collection cost. Delivery for structures can be as early as Wednesday or Thursday preceding your function. This gives you time to set up, decorate and let wet surfaces dry etc. These timelines are flexible to meet your requirements.

What do I need to consider if I want to hire a Marquee Structure?

When measuring your free space you will need to allow an additional metre around the perimeter of the marquee for installation purposes i.e. a 6mx3m marquee requires a free space of 7mx4m. Free space includes no over-arching barriers such as gutters or branches.

Consider the surface - if soft e.g. grass we can peg (provided there is no irrigation or pipes) or if it's a hard surface, weights are required which incur additional costs. Sloped surfaces are generally not suitable for marquees.

We do offer site visits if you are not sure on marquee size or whether it will fit in your free space.

Our marquees are engineered structures which require installation and dismantling by our qualified crew only.

A delivery and collection fee applies to all marquee bookings.

Do I need to pay a deposit for my order?

We appreciate a 30% deposit on invoice to secure your booking. The balance is to be paid prior to the delivery date of your hire items or if you are collecting from our warehouse, the balance can be paid on collection. No orders can be dispatched without full payment.

How can I pay for my order?

We accept Direct debit, VISA, MasterCard (1.5% surcharge applied on each transaction for VISA or MasterCard ), AMEX (3% surcharge on each transaction for AMEX), or Cash.

Our payment methods appear on the bottom left corner of your invoice or quote.            

Do your prices advertised include GST?

Yes GST is included.                                        

How do I redeem my Entertainment Book Voucher?

Your voucher must be redeemed prior to dispatch of your hire and final payment, otherwise no discount can be applied to your booking.

You can redeem the voucher via the Entertainment Book App. Once the redemption code is displayed you can send a screen shot via email to the sales consultant looking after your booking.

If you are unsure please refer to the Entertainment Book Terms and Conditions or contact us direct.

What are the cancellation terms if I would like to cancel my order?

CANCELLATION AND CANCELLATION FEES

  • 10% Non-Refundable booking fee applies to all cancellations.
  • 30% fee applies to all cancellations received within fourteen (14) days prior to the delivery date or customer collection date on the booking.
  • 50% fee applies to all cancellations received within three (3) days prior to the delivery date or customer collection date on the booking.
  • Cancellations received on the delivery date or customer collection date on the booking will be required to pay in full.
  • Custom items, Printing, Sub-hire cancellations will be charged at full price.
  • The Hirer has the right to cancel a Contract if they send a Cancellation Notification to The Owner.  
  • Upon receipt of such Cancellation Notification, the Owner has no further obligation to supply and or deliver the Equipment to the Hirer.
  • The Cancellation Notification must clearly identify all Equipment no longer required by the Hirer.
  • The Hirer agrees and acknowledges that it must immediately pay the Cancellation Fee in full as invoiced by the Owner.

CANCELLATIONS OR POSTPONEMENTS DUE TO GOVERNMENT RESTRICTIONS – COVID

  • 10% fee applies to all cancellations or postponements received within seven (7) days prior to the delivery date or customer collection date on the booking.
  • 30% fee applies to all cancellations or postponements received within three (3) days prior to the delivery date or customer collection date on the booking.
  • 75% fee applies to all cancellations or postponements received on the delivery date or customer collection date on the booking.
  • Custom items, Printing, Sub-hire cancellations will be charged at full price.

Provided a Cancellation Notification has been sent by The Hirer, The Owner may be willing to negotiate at their discretion the percentage of the cancellation fee to be paid by The Hirer. 


Do your hire prices include delivery and collection?

Delivery and collection does incur an additional charge. The cost is determined by the amount of hire and delivery destination from our warehouse at Marleston.

What happens if something gets damaged?

White Marquee charges an optional damage waiver of 8% of the item hire charges. The Hirer must confirm on confirmation of booking whether the damage waiver is to be removed from the invoice. Otherwise, the Hirer agrees to pay the 8% damage waiver in full.

b) Subject to exclusions in Section 6(c), 6(d) and 6(e) payment of the damage waiver releases the Hirer from any liability for Equipment that is accidentally damaged.

c) All broken or damaged Equipment must be returned to the Owner otherwise the Equipment is classified as missing Equipment. The Hirer agrees to pay for missing Equipment on a full replacement value basis. 

d) The damage waiver does not cover:

  • Any loss, intentional damage and/or loss caused by vandalism or theft of the Equipment;
  • Any Equipment sub-hired by the Owner for the Hirer’s use, including but not limited to: cool rooms, gas warming ovens, furniture and staging; and
  • Overloading, misuse, abuse, or improper servicing of Equipment.

e) If the damage exceeds 8% of the hiring fee for the missing or damaged hire item/s, then the Hirer shall be responsible for full replacement cost of the item/s. 

Do I have to return all the goods washed?

Crockery and cutlery need to be washed and dried, and returned in a clean and dry condition. Once returned it is put through our commercial dish-washing system to ensure hygiene standards are maintained. If not, a cleaning fee will be charged accordingly.

Glassware can be emptied after use and placed upright back in its boxes.

Linen can be returned soiled but must be dry. Any linen items returned with burn marks, wax marks, tears, holes, or any other abnormalities will be charged to the Client at the full replacement cost.

Catering equipment must be returned the same way you received it. If not, a cleaning fee will be charged accordingly.

Please ensure you read our Terms and Conditions prior to accepting a booking.