Frequently ASKED QUESTIONS
Where are you located in Melbourne?
We’re located in Croydon, Vic 3136. Croydon is located 10 minutes from the Ringwood Eastlink Exit and on the way to the gorgeous Yarra Valley in the outer eastern suburbs.
Can I visit your warehouse?
Absolutely! We’re only open by appointment but we certainly encourage you to check out our hire range and our signage display! We’re located in Croydon, contact us today to make an appointment firstname.lastname@example.org.
What are your office hours?
Our warehouse is only open by appointment as we’re always in and out, depending on our event schedule!
Monday: 9:00 am – 2:00pm
Tuesday: 9:00 am – 2:00pm
Wednesday: 9:00 am – 2:00pm
Thursday: 9:00 am – 2:00pm
Friday: 9:00 am – 2:00pm
Sunday : CLOSED
*Depending on our event schedule, we sometimes have weekend warehouse inspection appointments where you can view our hire and signage range.
What's your response to COVID?
We’ve created a special page to inform you with updates on our COVID plans and how we’re managing this pandemic. View our updates here.
What payment methods do you accept?
We only accept credit card payments, through our online system which uses Stripe payment.
How do I book?
Once you have found the pieces you would love to use for your event, add them to your ‘Wish List,’ fill out your enquiry details and click SEND, Simple!
A custom quote will be prepared and emailed to you for review, along with terms and conditions of hire or purchase.
Please note: For hire bookings, our hire rates are based on a maximum four-day period. For all bookings, a 50% deposit of the total hire cost (whichever is greater) is required within seven days of your quote to secure your hired items.
Final payment is required four weeks prior to your event.
Is there a minimum hire spend?
We offer free pick up from our warehouse in Croydon however please note our minimum hire fee for client pick up and returns is $100.00.
For bookings where the client requires Always Eventive to deliver and collect hired items, the minimum hire fee is $200.00 not including transport fees. Hire prices are quoted for up to a four-day hire period.
Are you able to provide set-up of items?
Yes we certainly can. Set-up and pack down is charged at $50 per hour per staff member. We require detailed drawings, instructions, maps and photos for all set up requests, so that we can get it exactly right for you! We require this info 4 weeks out from your event.
How long is your hire period?
We offer up to a 4 day hire period.
Can I pick up my hire items to save on delivery & collection fees?
Yes! We offer free pick up from our warehouse in Croydon, Vic. Pick up is often the preferred option by our clients to save on delivery costs. Client collection and return of your hired items is by appointment only during business days.
Our hire price includes up to a 4 day hire period and our warehouse is open for pick up’s on Friday between 9.00am – 2.00pm (we have scheduled deliveries in the afternoon) & returns on Monday’s between 9.00am – 2.00pm.
We are able to arrange delivery / collection of items with fees starting from $150.00, however availability of this option is limited in high peak season. Factors affecting our delivery fees include venue location, accessibility, number of hired items required and scheduled time of delivery. For a delivery quote please contact us with your venue location and dates required so that we can assist.
Do you have some signage samples on display I can view?
Absolutely! We’d love for you to see our signage display at our warehouse. We’re only open by appointment but we certainly encourage you to check out our hire range and our signage samples!
I need my order very quickly, do you do rush orders?
We welcome rush orders, please be mindful that it is not always possible to do an order same day.
It will be best to check with us first before purchasing to ensure we can complete in your time frame. The best method is to contact us via email email@example.com or phone us on 040120116.
I just placed my order, how long will it take to make?
Woohoo! Congratulations on placing your order!
For smaller items, items you can buy from the shop function of our website, our recommendation is to allow 10-12 business days for your item/s to be created, sorted and packaged. This refers to the time to make your order – although often it’s much quicker than this. Although most items in our range will be made within 5-10 working days. However, it really does depend on which type of product/s you’ve purchased and where we’re at in our production schedule at the time / what material we have in stock etc. Your order could be ready for collection or shipped 2-3 days after you’ve placed it, or it could take up to 12 working days.
For customised items, such as wedding signage we need your guest list / final wording a minimum 1 month before you’d like to pick up your order. We need to ensure we have enough time to send you a proof for approval, make your items and get them to you.
If you’re unsure about your order arriving in time for a special occasion, we’re happy to help meet an achievable time frame (outside of peak periods). We just need to know about it in advance, so feel free to shoot us an email or call for a quick chat, and we’ll let you know what’s possible!
Don’t worry, we will keep you updated, you’ll receive a Shipping Confirmation email from us when your order is ready for pick up from our warehouse or when we’re ready to ship your order.
I’ve already placed an order but I want to add something to it now. Can I do this to avoid paying for postage twice?
Sometimes, during non-peak periods, we can add extra items to your original order to help you save on postage, but it depends on what you’re ordering and where your original order is in our production queue.
The best thing to do is get in touch with us ASAP and and we can go from there. Just send us an email firstname.lastname@example.org
I'm still waiting on my item or my item has arrived faulty, what can I do?
If you encounter any issues with the service provided by Australia Post, including non-delivery of a parcel or if any part of your order is damaged during transit, you can contact them directly.
If you opted for regular tracked or express postage with your order, a tracking number will be included in the Shipping Confirmation email you receive from us. You can use this number to lodge an enquiry with Australia Post to locate your missing parcel.
If any item in your parcel was damaged during postage and you would like to submit a claim for compensation with Australia post, we recommend doing so within a 48 hour period after receiving your order. Please also notify us of the claim so that we can contact you with any communication Australia Post provides us regarding your order. We can be contacted via email at email@example.com. Kindly include photographs of the damaged item in its original packaging and details of your claim with Australia Post. Please note: they will only allow compensation claims for 30 days after receipt of your parcel.
You have the option to elect for Registered postage, giving you an added level of security, and item/s will be upgraded to require signature upon delivery. This feature is only available by email request, prior to placing your order.
While Always Eventive cannot take any responsibility for lost or damaged mail once it has left our care, we are here to help. If you require any assistance with any of the above, please don’t hesitate to get in touch with us.
Will I see a preview of my order?
On most of our listings you can see how your item will look with fonts, we do not usually send design proof approvals if a font is selected on small items, such as ornaments etc.
For custom orders, we certainly do provide a proof that you will need to approve.
How do I know if the font I have chosen will look ok?
Please ensure when selecting a font that you are happy with how it looks. If you are unsure how it could look please contact us via email firstname.lastname@example.org or leave a note in the checkout to see the final preview proof prior to cutting.
I have made a spelling mistake, can it be fixed?
Yes, in most cases, providing you contact us straight away. If the design is already be completed you may be charge a redesign fee.
If your item is already cut then we cannot change it but you can reorder the same design without postage.
If your item is cut and posted then there is nothing we can do to correct your mistake.