FAQ

Frequently asked questions

Ordering

HOW DO I ADJUST MY ORDER?

Once we have processed your order request, we will email you a quote. If you need any changes, please email your Theoni Event Designer or orders@theonicollection.com and reference your quote/order number.

Final adjustments are due 5 business days (for Northern California orders) and 7 business days (for Southern California orders) prior to the scheduled delivery date.

DO YOU OFFER SCULLERY?

Yes! Please contact your Theoni Event Designer for more information. We ask for 30 days notice.

How do I place an order?

The best way to submit your order request is by emailing your wishlist to  orders@theonicollection.com. You can also submit a web order through our website where we’ve done our best to make the ordering process as smooth and seamless as possible. Once you place a web order, someone from our team will reach out to you with a comprehensive quote.

HOW DO I CONFIRM A QUOTE/ORDER?

Once we have processed your order request, we will email you a quote, which is valid for 10 business days. If you would like to secure your inventory, we require a 50% deposit and signed rental agreement to confirm your order.

Is there a minimum order?

Minimums apply based on your location, please inquire for more details.

Some of our products do require minimum quantities and are only available in certain increments. Please check the product page for further details.

How long is my rental period?

The standard rental period is up to 3 days. Depending on availability, rental periods may be extended and will be subject to increased rental fees as detailed below:

1-3 days: Base rental rate

4-7 days: Base rental rate X 1.5

8-14 days: Base rental rate X 2

15-21 days: Base rental rate X 3

21-31 days: Base rental rate X 4

Can you send me a sample?

We offer samples for some of our inventory (though some items aren’t available due to size and difficulty of shipment). Please inquire about our full sample guidelines. We always encourage visits to our design showrooms to see product in person, play with setup and pairings, and consult with our creative event stylists.

How far in advance do I need to place my order?

Due to high demand and fluctuating inventory, we recommend that you place your order as soon as possible to secure your favorite items. We cannot guarantee the availability of items until an order has been confirmed with a 50% deposit.  Officially, all orders must be finalized 5 business days (for Northern California) and 7 business days (for Southern California) prior to the scheduled delivery date.

Do you provide the candles?

For all of our votives we provide disposable 5 hour tea lights at no additional cost. If your venue does not allow open flame, we sell flameless tea lights that you can purchase.

Candles are not included in the rental price of lanterns or candelabras. We sell 3”, 6” and 9" pillar candles in white and ivory, and rent flameless and luminary candles in 6” and 9” pillars in white and ivory. We sell white taper candles and rent flameless taper candles.

WHAT DO I NEED TO DO BEFORE RETURNING MY RENTED ITEMS?

For rented dishes and flatware: Each order will receive a silicone spatula that is to be used to scrape all dishes and flatware prior to repacking them in their provided transit boxes. Following use, the spatula is yours to keep. Dishes must be packed in their original grey Theoni crates with the provided foam sheets between each plate.

For rented glassware: Glasses need to be placed upside-down in the provided Theoni glassware racks.

For rented votives and lanterns: Please extinguish and discard the tea light or candle before repacking them how they arrived in the provided Theoni box. Any flameless tea light candles you have purchased are yours to keep for future use.

Deliveries and Shipping

Can I pick up my order?

We require that a Theoni Collection crew deliver and pick up the vast majority of our orders due to the fragile nature of our inventory. Certain items and very small orders are suitable for will-call at our showrooms; please inquire to confirm the options for your order.

Do you ship?

We do not ship our products due to the delicate and unique nature of our inventory.

Do you offer delivery and pick-up?

Yes! We deliver and pick up your order; please inquire for more information based on your location, as delivery fees and minimum orders will vary.

In between delivery and pick-up, the client agrees to provide a secure storage location for rented items and to properly repack all tabletop and decor items. The client accepts all risk for the agreed-upon rental period until items are loaded onto the Theoni truck.

I DON’T LIVE IN CALIFORNIA. DO YOU TRAVEL TO MY STATE?

Yes! We love to travel! Have you seen our semi-truck?! Please inquire at info@theonicollection.com for more information regarding delivery fees and rental minimums.

Payment and Cancellation Terms

Do You Collaborate in Marketing Events, Photo Shoots, and Charity Events?

For more information regarding partnerships, please refer to our Giving Back and Marketing page. You can also contact storytelling@theonicollection.com.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept all major credit cards, checks, and wire transfers. Credit card transactions are subject to a 3% convenience fee.

What are your payment terms?

We require a 50% deposit to secure an order. The remaining balance is due 3 business days prior to the scheduled delivery date.

Net 30 terms are available to pre-approved event industry account professionals (credit limits will apply).

Can I cancel my order?

Rental orders canceled 10 business days or less days from the scheduled delivery date, 50% of the paid deposit will be forfeited. Out of State orders - if canceled 11- 45 business days from the scheduled delivery date, 50% of the deposit will be forfeited. If canceled within 10 business days of the scheduled delivery date 100% of the deposit will be forfeited.

Damaged and Missing Items

What happens if an item is damaged or misplaced?

Accidents do happen! In the event of a damaged or misplaced item, replacement fees will be calculated once your order is returned to and reconciled by our warehouse. This may take up to 10 days after your event. If you locate any misplaced items, we’d love to offer you a chance to return them. If the items are found within (5) business days, a pickup will be scheduled for collection or you can return them to one of our showrooms. A delivery fee may apply if the pickup doesn’t coincide with our existing schedule, otherwise, it’s on us!

In between delivery and pick-up, the client agrees to provide a secure storage location for rented items and to properly repack all tabletop and decor items. The client accepts all risk for the agreed-upon rental period until items are loaded onto the Theoni truck.

If any items are damaged due to weather or unexpected elements, replacement or repair costs will be incurred once items are returned and the damage is assessed.

How do you calculate replacement fees?

Replacement fees vary by item and are dependent on the value of the item itself, shipping costs, and our ability to resource and restock it.

Product Information

Why am I required to order a specific number of some items?

Because of the specially sourced and delicate nature of many of our products, we have custom boxes and racks to help account for and safely transport items to and from your event. The boxes must be filled in order to send them out.

Please see below for general guidelines (subject to change) and check the product page for further details:

  • Dishes: stacks of 5
  • Flatware: sleeves of 10
  • Votives: boxes of 25
  • Napkin rings: increments of 5
  • Glassware and mugs: rack sizes vary; see the product page for more details

Products are priced individually.

Do you sell any of your rental items?

None of our rental items are available for purchase, but we do have some beautifully curated items for sale in our Theoni Shop.

How do I request a certain shade of color or size within mixed collections?

Unfortunately, we are unable to take requests about a specific shade of votive or pattern of plate in the collections that contain a mix of colors or sizes—the beauty is in the variety!

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