FAQ's
Questions? Look no further.
The Order Process
Hire Society realises that hiring equipment for the first time can seem a little daunting, so we’ve put together this list to help you understand how it works, what is expected from you and what you can expect from us. You’ll find more detail in the FAQs section and if you still feel unsure, you are welcome to call our showroom where our friendly team will be more than happy to help.
What you need to know:
There is no minimum order – you can literally order a single teaspoon if that is all you need!
Our hire prices are per use, not per day. This means if you use the items for a single event, you only need to pay one hire fee. If your event starts early or finishes late, there is the option to receive your goods the day before or return them the day after for no extra charge. This is subject to stock availability.
We do not open on Sundays or Public Holidays and do not charge for days when we are closed.
Your order is flexible. We understand that numbers go up and down, the weather changes and unexpected things happen. Once an order has been placed with us you are welcome to change it as often as you like, subject to these conditions:
Orders may be added to at any time prior to leaving the warehouse, subject to stock availability.
Orders may be reduced at any time up to two business days before the stock is due to leave the warehouse. (Orders are packed two business days prior, and once an order has been packed items cannot be removed.)
Orders over $1500 require a 20% deposit to be paid within 30 days.
All orders must be paid for in full a minimum of two business days prior to leaving the warehouse,
Different hire items have different collection and delivery requirements. Many of our items are available for both delivery and customer collection. Some items are delivery only. The Hire Store details the requirements of each item. No exceptions can be made to these rules.
A credit card number is required to confirm your order. In addition to full payment of goods in advance, we ask that you provide credit card details to confirm your order and as security for the goods. Payment for your hire can be made by alternative means if preferred, but card details are still required. The card details will be kept on file until all goods are returned, and any losses, damages or breakages will be charged to the card at that time in line with our terms and conditions.
Goods must be returned before 10am on the return date printed on your Hire Contract. Goods not returned by this time on the return date may be subject to additional hire fees and/or full replacement costs. Should you wish to keep your item for an extended period, please call the showroom to discuss your options before 10am on the specified day of return.
Any breakages, losses or damages are charged after the event. Once your items are returned to our warehouse they are assessed by our Returns team and breakages, losses and damages are noted. Where losses or damages are within 10% of the value of the hire, the credit card on file is automatically charged. For unusually high losses or damages, a member of our team will try to reach you to discuss prior to charging the card. Unless dangerous, damaged items will be kept in our warehouse for 7 days for inspection.
If you have any questions about our Hire Service and cannot find the answers within the FAQ section, please contact our team and we will be happy to assist.
Absolutely! At Hire Society, we pride ourselves in being flexible, and we know that things change. Once you’ve placed an order, even if you have confirmed it with us, you are welcome to both add new items and remove existing ones. Items can be removed at any time until 2 business days prior to your event, when your order is sent to the warehouse for packing. Items can be added at any time prior to the order leaving the warehouse.
Should you need to cancel your order, please let us know as soon as possible.
We recommend that as soon as you know you are holding an event and need to hire items, that you place an order. In busy periods demand for our most popular items outstrips supply, and early booking is encouraged to avoid disappointment. You are welcome to make adjustments once an order has been made.
Hire Society has a number of different payment options available.
Credit cards and Eftpos: we accept Mastercard and Visa credit cards, as well as Eftpos cards. You are welcome to provide credit card details over the phone or visit our Claremont showroom to pay in person. You are welcome to pay with a different card to the one provided as security.
EFT payment is also available and bank details are provided on your Reservation. Payments must be made with processing time in mind to ensure that payment clears prior to your hire commencing.
Payments are not permitted at the warehouse.
We require a credit card number to act as a security bond, which covers breakages, losses and damage to our products and equipment. Once your event is finished and your order has arrived back at our warehouse, our team will assess for losses and damages. As a guideline, losses and damages within 10% of your order value will be charged automatically to the credit card provided. For significant losses, our team will attempt to contact you on the number provided to discuss your options.
You will receive a final Invoice via email confirming your order has been returned, which will detail any charges made to your credit card and any outstanding payments due.
We do not take a deposit for small orders. Instead, we require a credit card or debit card number (including expiry date) to act as a security bond to confirm your order. You may provide these details over the phone or in person at our Claremont showroom and the data you provide is encrypted and stored securely.
A 20% deposit is necessary for all orders over $1500, payable within 30 days of placing your order (orders placed less than 5 days prior to the delivery date must be paid in full).
There is no minimum spend and you are welcome to hire as little or as much as you like.
You can request a quote online, over the phone or in person at our showroom. You’ll need to tell us the items you require and the quantities, the date you require the items, the starting time and date of your actual event, a delivery address if your order contains “Delivery Only” items such as furniture, a contact mobile phone number for the day and when the items will be available for collection, if applicable. We recommend that you provide as much detail as you can. There is no need to make payment at this stage.
You will receive a Hire Contract via email within 2 working days, detailing your order. You will need to check this thoroughly and ensure the products, dates and any delivery instructions are correct.
To ensure your quote is converted to an order and your equipment selection is held for you, you will need to provide credit card details as a security deposit. This can be done by calling our showroom and quoting your Hire Contract number (your Hire Contract will have been emailed to you).
A confirmed order can still be amended (both adding additional items and removing those no longer required). Your order needs to be paid for in full a minimum of 3 working days prior to the hire start date, and where payment has not already been made, we will charge the card on file at this stage.
Unlike regular stores, our products are hired out and returned to us, and we rely on our goods arriving back in our warehouse in good condition and in a timely manner. Breakages and losses happen, and sometimes products are on backorder with our suppliers, meaning they cannot be replaced immediately.
Whilst we always carry buffer stock, on very rare occasions, an item that you ordered may no longer be available (or the quantities that you require are no longer available). If this is the case, we will contact you immediately to discuss alternatives. In some cases, it may be possible to simply receive the goods the following day. If this is not an option, we will be able to offer you an alternative replacement of similar or higher quality for the same price. We will never simply not deliver a product – we will always work with you to find an acceptable solution.
We advise all our customers to check their Hire Contract thoroughly as soon as they receive it, to ensure that the correct items and quantities are recorded. Should you make any amendments after receiving your initial Hire Contract, you will always be sent an updated copy of the Hire Contract. Should you not receive this, we suggest first checking your junk email folder. If you still have not received it, simply call the showroom and we will re-send the Hire Contract.
If you realise that an item you wanted has not been delivered and is not on your Hire Contract, then it may be possible to collect the item from our warehouse. Alternatively, we may be able to arrange a delivery (additional delivery fees will apply).
If you think an item is missing that is listed on your Hire Contract, call the showroom immediately. Often we will be able to tell you which box or cube the item has been placed in, or whereabouts it has been placed. If the item is still at the warehouse or on the delivery truck, we will deliver it to you as soon as we can prior to the start of your event.
Service
our motto is “Above and Beyond”. We are proud of our reputation as Perth’s leading party and event hire equipment provider, and our customers are always our number one priority. We want you to feel completely at ease at every step of your event planning. These FAQs answer some of the questions we receive about the services we offer and what you can expect from us. If your question is not answered here, feel free to contact our team where our friendly team will be happy to assist.
At Hire Society, we are committed to providing impeccable service, and we want to help your event run as smoothly as possible. Of course, sometimes things happen that are beyond our control. It is our commitment to you that we will always offer you a solution, whatever the issue, and whenever the time of day. That’s our promise to you.
The more information you can provide to us, the easier it is for us to assist you. If you have the contact details for a venue, can provide maps or specific directions, let us know of access restrictions or any other information that you think will help us on the day, please share it with us as it will help us assist you in the timeliest manner. The more we know, the better!
If you have any concerns, please call our showroom during opening hours to discuss this. You will also be provided with an after-hours emergency phone number that is monitored 24 hours a day once you have placed your order. Do not hesitate to call us, and we will be more than happy to assist.
All of Hire Society’s customers can place emergency orders (where the goods are required in 3 hours or less from the time of the call). Whether you’ve forgotten something, changed your mind or need extra, you can call the showroom and order additional stock, subject to availability. Whilst normal hire rates apply, emergency order delivery fees apply if a delivery is required.
All customers are given Hire Society’s 24 hour emergency callout number, which can be used for after hours issues when our showroom is closed. No matter where your event is being held or what the time, call this number and someone will be able to assist you. Please note that text message son this number are not monitored.
We advise all customers to test that all items are working properly as soon as they are received. If you find that something is not working as you expect, please call the showroom. We will be able to troubleshoot common problems, replace it for you, or offer you a suitable alternative, as appropriate.
All customers are given Hire Society’s 24 hour emergency callout number, which can be used for after hours issues when our showroom is closed. No matter where your event is being held or what the time, if you call this number someone will be able to assist you and bring you a replacement as required. Please note that text message son this number are not monitored.
Whilst Hire Society do not offer event styling services, we do offer a placement service for furniture if requested. Placement fees are priced per item and are in addition to the hire fees. Placement will be completed by our delivery drivers and must be pre arranged prior to the delivery or collection. A detailed floor plan must be provided, along with a contact phone number.
If you would like to add placement to your hire, please advise us when placing your order. If placement is not part of your hire arrangement than equipment will be delivered to one spot on site and must be packed down by the customer for collection from the same spot.
Hire Society provides styling consultation services and event design assistance, which can help you plan your event. Whether it is for weddings,private partiesorcorporate events. We do not style events ourselves; however if you are looking for a stylist, we can put you in touch with a range of Perth stylists who can meet your needs.
Once you have placed your initial order you will receive a Hire Contract via email. Should you wish to make any amendments or change anything about your order, we recommend either replying to the email you received or calling our showroom.
If you wish to add more items to your order via the website, please ensure you quote your original hire contract number 00000XXXXX in the comments section. Please note that changes will be processed by our event consultants on the next business day.
Orders can be placed on our website 24 hours a day. Emergency orders (for events beginning less than three business days from placing the order), need to be placed in person at our showroom or over the phone during business hours.
Our warehouse is not open to the public, it is only accessible for customer collection of orders. This will be for a limited range and by arrangement only.
We love creating beautiful events and have a wealth of experience that we’d love to share with you. We are passionately committed to making your event to be everything you dream of, and all of our consulting and advisory services are free.
We offer consultations via phone or in our Perth Showroom only. Both options are free for all of our customers, where you will be able to spend some one-on-one time with one of our consultants to discuss your specific needs. Consults should be booked in advance to ensure we can allocate you the time you need.
Alternatively, if you would rather browse in your own time, you can visit the Perth showroom during our opening hours. Staff will be on hand to assist you should you have any questions or need further advice, or if you would like to make a booking.
Pricing & Cost
At Hire Society, we know that our products are competitively priced. We strive to offer affordable solutions without compromising on quality or service, and whilst keeping up-to-date with the latest trends and styling ideas. Many of our products are exclusively sourced. Here you will find answers some of our most common queries, including how our pricing is calculated and what extras are included in the price.
Our hire prices are calculated per event, not per day. Prices are quoted for a 1-3 day hire. This allows you to collect the day before your event and return the day after for no additional cost, subject to stock availability. We do not include Sundays or Public Holidays, or any other day we are closed, in this calculation. In busy periods, shorter hire periods may be necessary to ensure that the stock is available for you to use.
Events that occur over multiple days, or require early delivery or late collection, are charged at an extended hire rate (starting at 1.5x the standard hire rate). If you require an extended hire, please let our team know when placing your order.
Should stock not be returned to our warehouse before 10am on the day of return (for customer collect orders), or not be available for our delivery drivers to collect when they arrive at the venue (for delivery orders), an extended hire charge will be added to your order along with any additional costs.
Our hire prices allow you exclusive use to our products for the duration of your hire. In addition, you will receive access to our 24 hour emergency helpline. Should you have any issues with any of the products you hire from us, you will be able to receive assistance, no matter the location of your event or time of day (or night).
You will also have the opportunity to place an emergency order should you realise that you need extra equipment less than three hours prior to the start of your event (standard hire charges and emergency delivery fees will apply).
Hire Society charges a damage waiver on all hire contracts. The damage waiver is calculated at 7.5% of the value of the hire component. The damage waiver charged for non-malicious loss and damage of hire equipment. The damage waiver is non refundable.
Every item that Hire Society owns has a replacement fee, and this varies from product to product. The replacement fee is the cost incurred by Hire Society to restock that particular item. For details of individual replacement fees, please contact our Showroom.
As an average, we incur 5-10% losses per event. Whilst some events do not generate losses or breakages, some will be considerably higher, but this range is within our general expectations. For losses or breakages within this range the replacement value will be deducted from the damage waiver paid. Should the replacement value be higher than the damage waiver than the credit card provided when ordering will be charged, and you will receive a Final Invoice via email detailing any losses or breakages, and the respective charges. For losses exceeding this range, a member of our team will try to contact you to discuss your options.
Unfortunately, due to logistics and stock requirements, it is not possible for customers to personally replace items that have been lost or damaged in their care.
Yes, Hire Society charges to deliver our products, and delivery fees are calculated per order based on:
- the type and quantity of products hired;
- the number of Hire Society staff required to pack, load and unload the delivery;
- venue location;
- access to the venue, including use of stairs or lifts;
- any restrictions on delivery and collection times.
Delivery fees are subject to change, and will be recalculated if, once an order has been placed, your order is amended to change any of the above.
More details about our delivery costs can be found in the “Delivery” section of the FAQs.
The prices quoted on our website are the standard hire price for our products. Where our products have to be assembled on site, the assembly charge is included in the hire price quoted.
There are a number of additional costs that may apply:
The cost for extended hire, if your hire period is longer than 3 days (excluding Sundays and Public Holidays).
The cost for delivery, which is calculated according to the hire items, delivery location and delivery and collection restrictions.
The cost of losses, damages and breakages, which are charged once the goods have been returned to us and assessed by our warehouse team if they exceed the damage waiver paid. Each item has a replacement fee that is the cost incurred by Hire Society to restock that item.
All of our prices quoted on the website include GST. When you place an order, you will receive a Hire Contract which breaks down the cost of the hire and the GST, and lists both components separately.
If you would like to hire our products for an extended period of more than 3 days (excluding Sundays and Public Holidays, as days that we are closed do not count towards this limit), then there is an additional charge of 1.5x the hire fee for 4-5 day hire, and 2x the hire fee for hire periods of 6-7 days. Should you require our products for longer periods, please contact the showroom.
Cleaning and Maintenance
At Hire Society, we want our products to arrive at your event in the best possible condition. We have a maintenance team that routinely inspect all our products. Furniture is always delivered with transport covers, and our trucks are custom fitted with carpet and padding to protect our products from accidental damage. All our glassware and fragile items are boxed, and all small items are wrapped to protect them from dust and damage.
No, Hire Society will launder all linen upon return and this is included in the hire price. All linen should be aired thoroughly after use, and only placed in the return bag when completely dry.
Should you spill anything on our linen, please do not attempt to clean it yourself as this hampers our laundry’s ability to remove the stains. Simply allow to dry, and pack into the return bag. If you are able to separate it from any other laundry, this will help our team treat the stain early and give us the best chance of removing it.
Please note that the use of wax candles is not permitted on any of our linen.
All crockery and cutlery needs to be rinsed, any food debris removed, and wiped clean before returning to Hire Society. Upon returning to our warehouse, all crockery and cutlery is rinsed and polished.
Any crockery or cutlery that still has traces of food and requires deep cleaning will be charged to your Final Invoice at 15 cents per item. If you do not have dishwashing facilities at your venue and would like a Cleaning Fee to be quoted in your Hire Contract, please ask us when placing your order.
All glassware should be rinsed and left to dry, and wiped to remove any lipstick stains, before placing back in the original boxes. Please keep these cardboard boxes dry and away from wet areas. All glasses are rewashed, polished and checked on returning to our warehouse.
If glassware has been used for food, cocktails or other drinks containing fruit, they need to be washed before placing back in the original boxes. All glasses are rewashed, polished and checked on returning to our warehouse.
Any glassware that still has traces of food and requires deep cleaning will be charged to your Final Invoice at 15 cents per item. If you do not have dishwashing facilities at your venue and would like a Cleaning Fee to be quoted in your Hire Contract, please ask us when placing your order.
Not all our glassware is dishwasher safe, and we recommend that you do not put our glassware in the dishwasher.
Yes, Hire Society can wash your dishes for you! If you are not able to wash your cutlery, crockery or glassware at your event, then you can ask Hire Society to include a Cleaning Fee on your Hire Contract. For glassware, crockery and servingware, cleaning fees begin at 15 cents per item.
For catering equipment and other equipment, please contact our Showroom to obtain a quote.
Generally, all products need to be clean before returning to Hire Society. In particular, any food, wax or debris needs to be cleaned from crockery and cutlery, furniture and accessories. Blackboards should be wiped clean (please note that chalk paint is not permitted for use on any of our blackboards).
Linen does not need to be cleaned prior to return as cleaning is included in the hire price. You will find instructions on how to pack dirty linen when you receive it, and more details can be found on our FAQ page.
To avoid damage to all polycarbonate and acrylic products, no abrasive cleaning products are able to be used.
Assembly, Set-up & Styling
At Hire Society, we are about much more than just providing you with beautiful and stylish hire equipment: we want to help you get the most out of it, too! That’s why we offer event consultations and will help you design and plan your event from start to finish. As Perth’s leading provider of hire and event equipment, we’ve been to almost every venue in the city, and we’ve seen almost every look and style. We want to share this knowledge with you and help you create a beautiful event. We’re proud of our reputation as a leader in customer service and will always go the extra mile to give you the result you’re after.
We are more than happy to consider a free site visit to your event location to discuss your needs and help with planning your event. If your event is unusual, complex or at a new venue that we’ve never been to before, we would love to come and scope out the site with you. It is also possible for us to do home site visits. Please be aware that during peak periods (October – December and March – April) we have limited capacity for site visits, and we recommend that you book well in advance.
Whatever your needs, we recommend that you first visit the showroom for a consultation, bringing along a venue plan and a list of your requirements (even if you are still at the ideas stage). This way we can take the time to discuss your options fully with you.
Hire Society offers a full consulting service and style planning for your event working with our hire range. If you would like to use these services, please contact our friendly team at the showroom to arrange a consult. Whilst we do not offer styling services on the day, we will be able to put you in touch with a stylist who will be able to meet your needs.
Due to transportation requirements to protect our stock from damage and maintain quality, some of our furniture lines need to be assembled by Hire Society staff upon delivery. These lines include our Hairpin range of tables, our Pergola and our range of bars. Any assembly fees for these lines are included in the hire price.
With standard hires, Hire Society does not pack down orders, and all equipment must be cleaned, boxed, folded, and stored in a single place for collection.
However, if you need help with packing down your order, we will be happy to help. Packing down orders incur additional fees, and will depend on the items you have hired, as well as the time of day. Please advise Hire Society in advance and we will be able to quote you a pack down fee as part of your Hire Contract.
Generally, all goods will be delivered to a single location. Flat-packed and folded furniture will not be unpacked, and chairs will be delivered stacked for ease of storage. Some items require assembly on site (for example, our Hairpin furniture range and our range of bars) and the cost of assembling these is included in the price.
Heavy and oversize items which require 2 people to lift will be put in place by our Hire Society staff – the cost of this is included in the hire price.
Should you require Hire Society staff to place your equipment (including the assembly of tables and placing of chairs), please advise us at the time of ordering and we will calculate the additional costs. Placement fees are priced per item.
Invoicing & Final Payments
At Hire Society we want to ensure that our processes are as transparent as possible, and that our customers understand how the hire process works from start to finish. After all, hiring products is different from buying them, as the products need to be returned to us! This section explains what happens once our goods have been returned to our warehouse, and what service you can expect from us.
You receive a Hire Invoice when all items you hired have been returned to us and assessed by our warehouse team. This details the products and quantities ordered, the price paid, and any additional charges that were added to your Hire Contract. It will also list the GST, and any outstanding amounts payable to Hire Society.
You will receive your Hire Invoice via email within 7 working days of returning goods to the warehouse. In busy periods (during December) it may take 14 business days to process your Hire Invoice. If you need the invoice urgently, please contact our showroom and we will ensure your invoice is prioritised.
There are a number of reasons why you may have been charged an additional amount. If you amended your order after paying in full, these charges will be added to your invoice at the time of invoicing. Other additional charges include (but are not limited to): cleaning fees, extra delivery fees, attempted delivery fees, set-up fees, losses, damages, and breakages.
Any additional charges made will be detailed in full on your Hire Invoice, which will be emailed to you on the same day as the charges are made.
As part of the hire agreement, you provide your credit card or debit card details to Hire Society at the time of ordering in lieu of paying a bond, on the condition that any losses, damages, breakages and unpaid fees will be charged to the card to the time of invoicing.
The event standard in hire is that losses usually average between 5-10% of an order. Some orders will have higher losses, and some will have fewer, or no losses at all. As we process over 100 orders a day, we do not have the capacity to call every single customer. Our policy is that for orders with losses, damages or additional fees amounting more than the paid damage waiver but less than 10% of the value of the original order, we will automatically charge your card. For losses greater than 10%, we will attempt to contact you via the contact phone number or email that you provided to discuss your options.
All of our products have a replacement fee, which is the price (at cost) for us to replace lost, damaged or broken stock with new stock, including shipping, unpacking and restocking costs. Some of our products are expensive to replace, and others are less so. For example, our genuine silver pieces and our black, crystal and Spiegelau glassware all have high replacement values, whereas our standard glassware is more affordable.
If you are worried about the cost of breakage, please call our showroom and we will be able to recommend a more affordable option for you.
If you receive any items that are broken on arrival, please let our showroom team know as soon as possible. If you let us know by telephone, please ensure you make a note of the person you spoke to. We recommend following up any phone calls via email, so that you have a written record of the conversation. We require that all broken items are reported to us before the start of your event.
If we have charged you for broken items in error, please call our showroom immediately and we will issue a Credit Note and a refund as soon as possible.
If you are invoiced for lost items, and you later discover that you still have them, you are able to return them to our warehouse within 7 days of receiving your final Hire Invoice for a refund.
Where goods are returned more than 7 days after receiving the final Hire Invoice, refunds are at our discretion. We may be able to offer a credit note, or you may choose to keep the item.