How does Behind the Scenes work?
We’re so happy you have asked! Our curated hire range is available to anyone who wants to make magic happen and create elevated atmospheres.
We’ve made this easy.
1. View our pieces and select the items you love by using our online wish list cart. Once you’ve spent long enough falling in love with our rentals, simply tell us who you are (don’t forget the event date) click “Submit” and voila, we’ll be in touch over the coming days to say hello, let you know if the items are available and discuss any special details.
2. Alternatively, you could also use our Contact Us form, let us know what we can help you with and we will be in touch to find out more.
3. Call us. We love to chat, but please know that we’re often offsite attending event installations and may not be available at the time of your call. Leave us a message and we’ll get back to you as soon as able.
4. Email us directly email@example.com
5. Come and visit us at our warehouse. Viewings are by appointment, so get in touch to make a time that’s suitable for everyone. You can Book an Appointment online.
Boring fine print moment – To lock in your items and/or secure our services we do require a 30% non-refundable deposit and your agreement to our Hire Contract. Unfortunately we can’t promise you our items or services until this has happened, but don’t despair, we do make note of all our enquiries so we will give you a little boost if needed, just in case it has slipped your mind. Event planning can get busy.
Can I view the BTS Hire collection?
Our warehouse is located in Tuggerah and we’d be delighted to have you stop by following an appointment time being made. Click here to Book an Appointment online.
Please Note: Due to our busy events schedule we are unable to offer weekend warehouse consultations. In the meantime however, we encourage you to use the online wish list to let us know about the items you love.
Do you deliver and what are the fees?
How much do you charge for delivery is one of the most common questions we receive. Every event is unique and therefore our service fees vary per order. Let us explain why;
Event uniqueness includes the items selected, their quantities, the event location/s, access, bump in & out time-frames and / or venue restrictions and installation of products where applicable. In summary, the labour, time, vehicle and fuel requirements will vary.
In calculating our fees for delivery & retrieval services we consider all of the above elements, which also includes the time needed for prepping, loading, travelling to your event, unloading (possible wait times) and again in reverse. The majority of our event deliveries and retrievals take place between Friday & Monday.
Whilst we calculate the individual service charges per order, please see below for our base level (starting) fees per listed area;
Central Coast $120
Newcastle & Lower Hunter Valley $300
* The advertised prices of our hire items do not include service fees, damage waiver, or fees involved with styling your event.
Is there a minimum order requirement?
As a specialty rental service, we aim to provide services to clients who are looking to elevate their style using a mix of our curated pieces. To access our rentals and services, we maintain a minimum product hire policy. Our minimums vary depending on your event location. View our Terms & Conditions page for further details.
Can BTS attend my event venue for a site inspection?
Yes, absolutely, this is where magic happens. Our fee for site inspections PRIOR to our services being confirmed by way of deposit is $200.00. For services confirmed by way of deposit, we offer one site inspection per event, and upon request. Additional site inspections will incur an hourly fee. If you would like to meet with us onsite prior to confirming our services, we will submit an invoice to you, and once payment is received the site inspection can take place. Upon booking with us, your site inspection fee will be credited towards your hire total.
Can I collect the items?
The quality of our hire range is very important to us. We therefore do not permit client collection for the majority of orders.
Under limited circumstances we do allow client collections and returns, and we’ll happily chat more about this when we receive your enquiry.
Please note – orders approved for client collection and return will be assigned an item collection & return date during regular business hours. We are unable to offer client collections or returns on weekends or Public Holidays.
It’s handy to know that many of our items don’t fold, collapse and transport easily so to ensure the highest quality of our bespoke range we mostly insist upon taking care of the transportation logistics ourselves. Many of our items are true vintage pieces, delicate and one-of a kind nature and we think it’s super important to make sure that they remain in the best possible condition for everyone to enjoy for years to come. After all, you’re likely planning your event and booking your hire items in advance and, because we think all of our clients are pretty damn special, we want you to have the items you paid for, in the condition you deserve.
Now to the boring but rather important fine print moment…. if we do say OK, let’s do this, and allow you to collect our items, it is the client’s responsibility to ensure appropriate vehicles and equipment is brought in preparedness for collection of our goodies. We do have the right to cancel your booking at the time of collection if we feel the transportation or equipment are not suitable for our products and no alternate arrangement can be made….. and yes, it does happen. Note to self, 32 mismatched timber chairs will not fit in the back of a hatchback.
Will the items fit in my vehicle?
For hires that have been approved for collection and return the answer here is Yes and…. possibly No.
Whether the items will fit in your vehicle will depend on a variety of factors such as what are you hiring, quantities, what type of vehicle do you have?
Generally speaking you will likely require the use of a large “enclosed” vehicle or truck. We will also need to make sure that you bring along appropriate transportation supplies such as blankets, straps, tie downs etc. Touch base with us to discuss the items of interest and we can recommend some options to you.
What is the Hire Period?
Every hire is different so we will work closely with you and/or your event coordinator to match your schedule as best as able. Our hiring periods may vary, depending on the individual event requirements, however the usual hire periods for Weddings and other types of weekend celebrations are Friday through to Monday.
What happens if I’m late bringing back the items?
It happens, we simply ask that you contact us as soon as you know you will be late and confirm a new return time. Late fees will be applied which will be 50% of the hire fee. Should the item be required for another client, we will arrange collection of the items and appropriate collection fees will be applied.
Damaged, missing or broken items?
We understand items can become damaged, go missing or break however as part of your Hire Terms & Conditions, you as the client are responsible to cover the costs associated with cleaning, repair or replacement of the item/s in question.
We reserve the right to request a hire bond.
Before any hire period our items are checked for current condition and re-checked upon return. If an item is noted as damaged, soiled, missing or broken we will contact you and hold onto your bond until we can determine the cost for cleaning, repair or replacement. An invoice will be forwarded to you for the associated cost. All or part thereof your bond will be maintained by BTS, with any further outstanding payments due within 14 days. Confirmation of a hire order by way of payment of the Deposit/Booking Fee constitutes acceptance to our Hire Terms & Conditions.
My hire proposal has a Damage Waiver fee, what is this and what does it mean?
A damage waiver is a non-refundable fee to cover the costs associated with the normal wear and tear of hired items. Our damage waiver is 7.5% of the hire item value, or 15% for hired items that are transported by the client, or for events held at a private residence. The damage waiver is not insurance, nor does it apply to hired items that are damaged, misplaced, misused or returned to us requiring extensive cleaning. Damage waivers are an industry standard fee for wear and tear only. For further details regarding the damage waiver please review your hire contract.
Do you offer day-of-styling?
We love attending to ensure everything is set up properly, allowing you to enjoy what matters most – your event. If you have hired our products and would like us to take care of all your styling details, simply enquire when you submit your wish list. Styling fees are quoted on a per event basis. Get in touch to discuss your needs.
I have an item that you might be interested in for your collection. Would you like to know more?
Yes please, we’d love to see what you have. Shoot us an email with all the relevant details including:
– Item description
– Price and
– Add in some pics and email to firstname.lastname@example.org and we’ll take a look.