FREQUENTLY ASKED QUESTIONS
What is the quality of the pieces you have within your inventory?
We specialise in vintage pieces that we have sourced from around Australia and abroad. As our pieces are vintage they are aged but we only source those items that are sturdy, well made and fabrics in good condition. All photos of our items represents the exact state of each piece
What is required to hire?
On pickup/delivery of your order we require a current Australian Drivers License or passport verifying your identity.
As part of the final order payment a 30% security deposit is required as a bond, which is calculated at a rate of 30% of the invoiced amount and is paid in addition to the Hire Fee. This 30% security deposit will be reimbursed in full providing all items are returned in the condition they were delivered in, as per the signed hire agreement. Refunds will be processed within 7 days of items being returned as set out in our Hire Terms & Conditions.
When is full payment due
Final payment including security deposit is required 4 weeks prior to the event. All payments are paid via Paypal or Bank Transfer.
What delivery options are available?
We have three options available for delivery, the most suitable option will be dependant on the size of the order.
Pick up from Willow Tree Vintage – we can ensure that we have your order available for pickup on a date and time agreed with you.
Delivery – we can provide you with a quote for delivery using one of our suppliers, the cost will include pickup, delivery and loading/unloading. The price of this is subject to delivery location. We would recommend that this should be an option considered for large orders e.g. multiple lounges, chairs, tables, easels, mirror etc.
When and how are items returned?
Items are to be returned in the same condition as hired as set out in our Hire Terms & Conditions.
All items are to be returned as per the pickup method (client pickup, Willow Tree Vintage trailer or paid delivery) and to be returned by 12 noon day after your event or as agreed with Willow Tree Vintage.
What dates do I select when booking an item?
All booking are based on event dates. Therefore if your event is only one day the event start date and end date will be the same.
Can I change or cancel my booking?
Below is the policy around Changes and Cancellations as set out in our Hire Terms & Conditions. We are however here to collaborate and help you realise the grand vision for your special event so any requests related to changes or special requests will try to be fore filled wherever possible.
- Changes to Bookings, such as item quantity or additions, must be made at least 14 days prior to the date of the event, and will depend upon availability.
- Cancellation – The Hirer may cancel a booking however must put the request in writing and will forfeit any hire fees paid as follows:
- If a booking is cancelled at 4 weeks prior to the Hire Period, Willow Tree Vintage will refund any Hire Fees paid minus the 25% non refundable deposit.
- Bookings cancelled 3 weeks prior to the Hire Period will forfeit 50% of the total hire fee.
- Bookings cancelled 1 week prior to the Hire Period will forfeit 75% of the total hire fee.
- Bookings cancelled within 24 hrs prior to an event date will be charged the full agreed Hire fee.
What happens if an item is damaged or not returned?
If an item is not returned or damaged beyond repair, payment of full replacement value is required within seven days. Your bond will be refunded once payment is cleared or alternatively your bond can be used towards your payment. This also applies to items not returned.
If an item is returned damaged but repairable, you will be sent an invoice for the cost of repairs and payment is required within seven days. Your bond will be refunded once payment is cleared or alternatively your bond can be used towards your payment.
If an items that is returned requires cleaning, you will be sent an invoice for the cost of cleaning and payment is required within seven days. Your bond will be refunded once payment is cleared or alternatively your bond can be used towards your payment.
Further information can be found as set out in our Hire Terms & Conditions.
Do you offer a ‘setup’ service?
We deliver your items to a secure location allowing your stylist or planner to arrange the furniture as they please. If you do however require assistance we can work with you to plan your look and the pieces you will require. We can assist with setup on the day if required, just let us know and we can provide a quote.
What are the dimensions listed?
The Dimensions listed are a combination of the following:
- Length x Depth x Height
- Length/Depth x Height or
If we are picking up or hiring the trailer when will the items be available?
If you are picking up or hiring our trailer all items will be available for pickup the day prior to the event at a time agreed between you and Willow Tree Vintage.