Rental Policy
Reservations
We require 33% of your reservation total as a nonrefundable deposit at the time of your reservation. Reductions within 3 full days of order date will not be allowed. Cancellations within 72 hours will require a restocking fee.
Delivery
Delivery is available at a nominal fee in our regular delivery area. We can only offer delivery for orders with a rental item total over $200. Our delivery personnel are instructed to neatly place all items in a mutually convenient area on delivery. Rates quoted are for ground floor deliveries to your door. Set up and tear down service is readily available if arranged in advance with our office staff.
Pickup
Linens should be dried and shaken free of debris including food, confetti, etc. and placed in a provided cloth bag. Do not place linens in a plastic bag as this may cause damage. If tear down service is not utilized, all items should be assembled in a single location, ready for pickup. Items not meeting these conditions are subject to additional fees.
Responsibility
Responsibility for the rented items remains with the customer from the time of possession to the time of return. Additional fees are charged for damage and loss. Damage waiver is applied to all contracts for your protection.
Damage Waiver
Damage waiver is a non-refundable, 10% charge added to all rental contracts. It covers accidental damage from normal usage. Damage waiver does not cover loss or negligence.
Long Term Rental
Prices quoted are for a one-day charge. If you desire to use the rental items for a longer period, please call our office for long-term rates.
Shipping Policy
Ordering
Upon placing an order, a confirmation will be sent to you by fax or email. In order to reserve your items a signed copy of the rental agreement must be returned or verbal confirmation given to a Soirée associate along with a credit card on file for the deposit. Final payment is due the date of shipment.
Changes/Cancellations
Additions can be made at any time prior to the ship date provided that stock is available. Changes must be made three (3) business days prior to the ship date on your contract in order to prevent a 20% restocking fee. A cancellation of the order within three (3) days of your ship date will result in loss of your deposit. Any orders cancelled after items have been shipped, including those sent back unused or unopened will be charged the full rental rate. All changes or cancellations within three (3) days must be made via telephone, not via fax or email.
Custom Order Deposit Policy
When your order is received as a Custom Order, a non-refundable deposit is due before Soirée will process the order. Your order may not be changed after processing begins. Any additions will be considered a new order. Custom Orders may not be reduced or cancelled at anytime without the loss of the full rental rate.
Return Policy
Unless Soirée has arranged otherwise, it is your responsibility to arrange for the pick up or drop off of the items you have rented. Items should be shipped out the next business day after your event. Please count the items and make sure linens are free of all debris. We will include prepaid FedEx shipping slips that should be used to return your items. Please place items back in the original box or return duffel bag if provided. If duffels are not returned a replacement fee will be charged.
Do not combine orders. Do not use another air bill. If you must do either, for any reason, please call Soirée with the new tracking number in order to track package and return receipt. Customers should only use three (3) day service provided by FedEx, if you send it by other means you will be billed for the additional amount.
Delivery
FedEx is used to ship orders nationwide. Orders are scheduled to arrive two days prior to your event. Although orders are checked prior to shipment, it is your responsibility to check your order and inform Soirée before your event of any discrepancies in your order.
Lost/Damaged Items
Customers are responsible for all rental items from the time of delivery until they are returned to us. All items are inspected and counted upon return. All damage to items including but not limited to mildew, burns, stains, tears and candle wax are will be charged a damage fee of three times (3x) the rental rate of the item. All damaged items must be returned to Soirée. Lost items will be charged a replacement fee of four times (4x) the rental rate. Under no circumstances are you allowed to wash our linens.
Late Fee
All orders should be shipped back to Soirée the next business day after your event. If items have not been received by the fourth business day following your event you will be charged. A late fee equal to 20% of your total rental order will be charged for each day the order is late. After one week, you will be charged the full rate of your total order. If your order has not arrived within four (4) weeks of your return date, you will be charged the replacement fee for the total order.
