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Frequently Asked Questions

DELIVERY

When Can I Expect My Delivery To Arrive?


Your Invoice will specify the delivery date and time agreed. We ask that you let us know at least 2 days prior to your event if the dates and times stated in your Invoice are unsuitable. If we arrive to deliver goods and they are unable to be delivered or accepted, you may be charged "attempted delivery" fees.




How Can I Reduce The Cost Of My Delivery Fees?


Delivery fees can add up, and if you would like to reduce your delivery fees, there are a number of options available to you. The more flexible you can be with delivery and collection times, the more affordable delivery becomes. Consider items that are available for collection, and collecting yourself from our office.. If you are unsure which items to choose, please contact our friendly team who will be happy to assist.




How Is Delivery & Cleaning Calculated?


Delivery & Cleaning fees are unique to each order, and take into account the number, type and weight of items, the time taken to load and unload the truck, the number of trucks required, the number of team members required to load, deliver and unload the order, the address where the delivery will be taken to and collected from, any laundering fees, and any delivery restrictions you may have given us. Our calculation is cost price only, meaning that we only charge what it costs to deliver, collect and launder the items, including (but not limited to) labour, vehicle costs and fuel.




What Restrictions Are There On Delivery Days And Times?


We have no delivery time restrictions: The Ware can deliver 24 hours a day, 7 days a week. However, deliveries outside our regular delivery & collection times are generally costed higher.
We can deliver on public holidays, however a surcharge will be incurred.




Will The Ware Staff Set Up My Hire Equipment?


Whilst The Ware do not offer event styling services, we do offer a set-up and pack-down service. Set-up fees are priced per place setting and are in addition to the hire fees. Set-up and pack-down will be completed by our delivery drivers. A detailed layout must be provided, along with a contact phone number. If you would like to add a set-up or pack-down service to your hire, please advise us when placing your order.




What Do I Do If Something Is Missing From My Order?


We advise all of our customers to check their invoice & read the Terms & Conditions thoroughly as soon as you receive it, to ensure that the correct items and quantities are recorded. Should you make any amendments after receiving your initial invoice, you will always be sent an updated copy. Should you not receive this, we suggest first checking your junk email folder. If you still have not received it, simply contact us on Whatsapp and we will re-send. If you realise that an item you wanted has not been delivered and is not on your invoice, 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 invoice, call our Whatsapp 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.





RETURN

Will The Ware Pack Down My Order?


With standard hires, The Ware does not pack down orders, and all equipment must be rinsed, 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 The Ware in advance and we will be able to quote you a pack down fee as part of your invoice. Should you require The Ware staff to set up your equipment, please advise us at the time of ordering and we will calculate the additional costs. Set-up fees are priced per place setting.




Do I Need To Clean Any Linen Prior To Returning?


No, The Ware will launder all linen upon return and this is included in the delivery & cleaning charge. 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, and protective plates must be utilised at all times under candles.




Do I Need To Clean My Plateware or Flatware Prior To Returning?


All crockery and cutlery needs to be rinsed, any food debris removed, and wiped clean before returning to The Ware. Upon returning to our office, all crockery and cutlery is cleaned, sanitised and polished. Please do not use scourers/rough cloths when rinsing these items. To avoid damage to products, no abrasive cleaning products are able to be used. Any damage caused from harsh scourers, cloths or chemicals will be charged to the hirer. Not all of our flatware or plateware is dishwasher safe, and we recommend that you do not put it in the dishwasher. If you do not have washing facilities at your venue, and would like a cleaning fee to be quoted in your invoice, please ask us when placing your order. For glassware, flatware and plateware, cleaning fees begin at IDR 1000 per item.




Do I Need To Clean My Glassware Prior To Returning?


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 boxes dry and away from wet areas. Please do not use scourers/rough cloths when rinsing these items. To avoid damage to products, no abrasive cleaning products are able to be used. Any damage caused from harsh scourers, cloths or chemicals will be charged to the hirer. 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 cleaned, sanitised, polished and checked on returning to our office. Not all of our glassware is dishwasher safe, and we recommend that you do not put our glassware in the dishwasher. If you do not have washing facilities at your venue, and would like a cleaning fee to be quoted in your invoice, please ask us when placing your order. For glassware, flatware and plateware, cleaning fees begin at IDR 1000 per item.




Do Hire Products Need To Be Clean Upon Returning?


Generally, all products need to be clean before returning to The Ware. In particular, any food, wax or debris needs to be cleaned from flatware, plateware & glassware. Linen does not need to be cleaned prior to return as cleaning is included in the hire price.




Do I Need To Be Present When Items Are Delivered And/Or Collected?


Yes, we ask that you or a representative is available at the time of delivery to inspect and sign off on delivery of goods. If you will not be available to accept the delivery - please advise us at least 2 days prior to your event, so alternative arrangements can be agreed upon.




When Can I Expect My Delivery To Be Picked Up?


Your Invoice will specify the collection date and time agreed. We ask that you let us know at least 2 days prior to your event if the dates and times stated in your Invoice are unsuitable. If we arrive to collect goods and they are not ready, or we cannot gain access, you may be charged "attempted delivery" fees and extended hire fees.





ORDERING

Can I Change My Mind?


Absolutely! At The Ware, 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 14 days prior to your event, with up to 20% reduction from confirmed numbers. Items can be added at any time prior to the order leaving the warehouse depending on availability. Should you need to cancel your order, please let us know as soon as possible.




When Is The Latest I Can Place An Order?


New orders requiring delivery items must be placed a minimum of 2 working days prior to the hire start date, but are subject to stock availability and full payment made prior to delivery. Delivery orders placed less than 2 working days prior to the hire start date cannot be made online, or via email and must be made over the phone, or via Whatsapp. These orders must be paid for in full immediately.
New collection orders can be placed up until close of business on the day required, but are subject to stock availability and full payment made prior to collection.




How Far In Advance Should I Order?


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.




What Are My Payment Options?


The Ware has a number of different payment options available. Bank Transfer: Our preferred payment method is Bank Transfer (or via Transferwise). Cash: Cash payments are accepted in our office, but please be aware that we cannot always offer change. We recommend that you provide the correct amount. In the event of there being incorrect change, a credit can be applied to your account for future orders.




Do I Need To Pay A Refundable Security Bond?


We require a payment of 50% of the total order 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 amounting to up to 10 items within your order will be charged automatically. 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 deducted and any outstanding payments due.




Do I Need To Pay A Deposit to Confirm My Order?


Orders with over 300 sets (e.g 100 glass sets, 100 napkins, 100 cutlery sets) require a 20% refundable deposit paid within 30 days to continue your hold. In the instance we recieve an enquiry for the dates you have placed on hold, you will be contacted and given 5 working days to confirm your order by paying the remainder of the 50% confirmation deposit.




Is There A Minimum Spend?


There is no minimum spend and you are welcome to hire as little or as much as you like!




How Do I Confirm An Order / Quote?


To confirm your order or quote, you will need to pay a 50% non refundable deposit to hold your items 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 14 days prior to the hire start date, if payment is not made by this date, The Ware reserve the right to release the items to other parties.




Can I Hire For Longer Than 1 Event (Up To 1 Day)?


Should you require our products for longer than the standard hire period, please contact our office as these hire costs are often negotiable dependant on stock availability.




Can I Place An Emergency Order?


All of The Ware '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 office and order additional stock, subject to availability. Whilst normal hire rates apply, emergency order delivery fees apply if a delivery is required.




Can I Change My Order Outside Of Opening Hours?


Once you have placed your initial order you will receive an Invoice 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 contacting us on Whatsapp.




What Happens If A Product I Order Is No Longer Available?


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 not 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.





PRICING & REFUND

Is The Hire Price Calculated Per Day?


Our hire prices are calculated per event, up to 1 day. We do not include any day we are closed in this calculation. Items may be collected the evening prior, and returned the day post-event subject to stock availability. 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. If you require an extended hire, please let our team know when placing your order. Should stock not be returned by the stated return date & time (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.




What If Something Gets Broken?


Every item that The Ware owns has a replacement fee, and this varies from product to product. The replacement fee is the cost incurred by The Ware to restock that particular item. Details of individual replacement fees are stated on your Invoice. 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 security deposit paid when ordering will be automatically deducted from, and you will receive a Final Invoice via email detailing any losses or breakages, and the respective charges. For losses exceeding this range (usually 10 items or more), 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.




Can I Pay a Loss/Breakage Waiver Fee?


The Ware do not charge a loss or breakage waiver fee. Instead, when orders are returned to our warehouse, we stock count and assess all items. Any breakages, losses or damage are calculated at this time.




Is There a Delivery or Cleaning Fee?


Yes, The Ware charges to deliver and launder our products, and fees are calculated per order based on: - The type and quantity of products hired; - The number of The Ware staff required to pack, load and unload the delivery; - Venue location; - Access to the venue, including the use of stairs or steep climbs; - Any restrictions on delivery and collection times. - Weight of items for laundering Delivery & Cleaning 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.




Are There Any Additional Costs?


The prices quoted on our website are the standard hire price for our products. There are a number of additional costs that may apply: - The cost for extended hire, if your hire period is longer than 1 event, up to 1 day (excluding office closure dates). - The cost for delivery and cleaning, 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 team. Each item has a replacement fee that is the cost incurred by The Ware to restock that item.




Do Prices Include Taxes?


All of our prices quoted on the website include tax & services.




How Long Until My Security Deposit Will Be Refunded?


After The Ware have assessed all returned items for any damage or losses, we will then updated your Invoice accordingly with the total refund amount that is due to you. At this point we will get in touch with you to arrange a cash or bank transfer refund within 7-10 working days.





OUR SERVICES

Do You Offer Styling Services?


The Ware offers a full consulting service for your event. If you would like to use these services, please contact our friendly team at the office to arrange a meeting. Whilst we do not offer styling services on the day, we will be able to put you in touch with one of our preferred stylist or event planners.




Do You Do Site Visits?


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. Please be aware that during peak periods (March - October) we have limited capacity for site visits, and we recommend that you book well in advance.




What Service Can I Expect From The Ware ?


At The Ware, 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 most timely manner. The more we know, the better!




How Much Does A Consult Cost?


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.




Who Are The Ware Bali?


We are a Bali-based tableware hire company, that specialises in luxury unique items that you won't find anywhere else!