Frequently Asked Questions

We recommend booking 4-6 weeks in advance to ensure availability, especially for weekend dates or peak seasons (Valentine's Day, graduation season, etc.). However, we understand that special moments sometimes arise unexpectedly, so we do accommodate last-minute bookings when possible, though they may incur a rush fee.

We require a 50% non-refundable deposit to secure your booking date. If you need to cancel, please notify us as soon as possible:

• Cancellations more than 3 weeks before your event: 50% of your deposit will be refunded as store credit
• Cancellations 1-3 weeks before your event: No refund, but you may reschedule once within 3 months (subject to availability)
• Cancellations less than 1 week before your event: No refund or reschedule options

For rescheduling, a $50 administrative fee applies. Date changes are subject to availability.

Our booking process is designed to be simple:

1. Initial consultation: Contact us through our form or via phone to discuss your vision
2. Custom proposal: We'll create a personalized quote based on your requirements
3. Booking confirmation: Pay the 50% deposit to secure your date
4. Planning: We'll refine the details and design elements
5. Final payment: Remaining balance due 7 days before your event
6. Execution: We handle all setup and teardown on the day of your event

Absolutely! We pride ourselves on creating personalized experiences. During your consultation, we'll discuss your preferred color palette, and our designs will incorporate your chosen shades. We can match specific colors if you provide us with color codes (Pantone, RGB, etc.) or visual references.

Yes, custom signage is included in all our packages. We can create personalized signs with names, dates, custom messages, or quotes that are significant to you. These can be produced in various formats including acrylic, wooden, paper, or LED neon, depending on your package and preferences.

We encourage incorporating personal touches! You're welcome to provide special items like photos, mementos, or gifts that you'd like included in your setup. Please provide these items at least 3 days before your event, or let us know in advance if you'll be bringing them on the day.

Yes, all our packages can be customized to suit your specific needs and budget. Our listed packages serve as starting points, but we're happy to add or remove elements to create your perfect setup. During your consultation, we'll discuss your vision and provide recommendations based on your preferences and budget.

Setup typically takes 2-4 hours depending on the complexity of your package and the venue's accessibility. We always ensure everything is perfect before your arrival. Teardown usually takes 1-2 hours and can be scheduled at your convenience, whether immediately after your event or the following day.

No, you don't need to be present. In fact, for surprise setups, we recommend you're not! We just need access to the venue, which can be arranged through you, a friend, or the venue manager. For hotel room setups, we can coordinate directly with the hotel staff once you've authorized us as your vendor.

Yes, we service the greater Sydney metropolitan area. For locations within 30km of Parramatta CBD, there are no additional travel fees. Beyond this radius, travel fees apply as follows:

• 30-50km: $50 travel fee
• 50-70km: $100 travel fee
• Beyond 70km: Custom quote required

For destinations further afield or interstate, please contact us for a personalized quote.

For outdoor events, we recommend having a backup indoor location. If severe weather is forecasted, we'll contact you 24-48 hours before your event to discuss options, which may include:

• Moving to your designated backup indoor location
• Adjusting the setup to be more weather-resistant
• Rescheduling to a different day (subject to availability and may incur a rescheduling fee)

We cannot issue refunds for weather-related cancellations on the day of the event, as materials and labor have already been committed.

We accept the following payment methods:

• Direct bank transfer (preferred)
• Credit/debit cards (Visa, Mastercard, American Express)
• PayPal

Please note that credit card and PayPal payments incur a 2.5% processing fee.

We pride ourselves on transparency. Your quote will include all costs associated with your setup, including design, materials, labor, setup, and teardown. The only additional costs that may apply are:

• Travel fees for locations beyond 30km from Parramatta CBD
• Venue access fees (if the venue charges for vendor access)
• Rush fees for bookings made less than 2 weeks in advance
• Credit card processing fees (2.5%)
• Any custom additions requested after the final quote has been approved

Yes, for bookings over $2,000, we offer a three-part payment plan:

• Initial deposit: 30% to secure your date
• Second payment: 40% due 3 weeks before your event
• Final payment: 30% due 1 week before your event

Please let us know during your consultation if you'd like to arrange a payment plan.