How do I make a booking?

To secure a booking, you can add items to the cart on our website and submit a quote request. We’ll get back to you within 24-48 hours to confirm your preferred items are available on your event date. Upon confirmation you’re happy to proceed, we then issue an invoice via e-mail.

Alternatively, please contact us via e-mail at info@dukeandduchess.com.au or call 0478 771 636.

How much do you charge for delivery?

Any delivery within 10km of our base in Rouse Hill is free of charge. For locations outside of the 10km zone, a delivery fee is charged and calculated based on your location.

Do you require a deposit when placing an order?

We require a 20% deposit to secure your booking for your preferred event date. The 20% deposit is due within 5 working days from the date the invoice is issued. This will ensure your booking is secured in case of further enquiries for your booking date. Your booking isn’t confirmed until your 20% deposit is received.

Is there a minimum hire?

Our minimum hire for pick up orders is $100. Our minimum hire for delivery is $200 plus any delivery fees.

Is there a bond payable?

We do charge a bond for any pick up orders. The bond is 20% of the amount of your total order plus $100. Bonds are fully refundable upon return of the item/s in the same condition they were received minus fair wear and tear.

When do you require final payment?

For orders requiring delivery, final payment is due 72 hours before your event date. For pick up orders, final payment is due 72 hours before your scheduled pick up date.

What payment options are available?

We accept bank transfer and cash payments.

What if I need to change the date of my event or cancel my order?

We’re happy to work with you to reschedule your booking to a different date if the date you have selected is available. Refunds of deposits in the event of cancellations are detailed in our terms and conditions.

When do I need to collect hire items from you?

The hire period is up to 3 days or as agreed. Pick up from our Rouse Hill base is available on Fridays between 10am and 2pm and drop off the following Monday between 10am and 2pm. Please contact us to receive the address for pick up orders.

Do I need to clean everything before returning?

Yes we ask that you wipe down any food and liquid residue from our products with the exception of our Valentina velvet backdrops, as the velvet may be damaged by certain cleaning methods.

Is there a late fee if the hire is not returned by the due date?

We charge the full hire rate for every day delivery of the items are delayed.

How long does it take for you to set up?

Set up times vary depending on your order, however for a backdrop and balloon garland package we typically require access to the venue no less than two hours before your event start time.

What if my event is canceled due to COVID?

While we’re unable to offer a refund if your event is canceled or rescheduled due to COVID, we can offer a credit for the amount you have paid which can be used at a later date and is valid for 24 months from the date it’s issued.