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FAQ

Frequently asked questions

Ordering

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 quote request, someone from our team will reach out to you with a comprehensive quote.

HOW DO I CONFIRM A QUOTE/ORDER?

Quotes are valid for 30 days. After 10 business days, we allow you right of refusal should another client become interested in any of the items on your quote. To secure your inventory, we require a 50% deposit and a signed rental agreement to confirm your order. Unconfirmed quotes are canceled from our system after 30 days.

HOW DO I ADJUST MY ORDER?

Please email all adjustments request to your Theoni Event Designer or orders@theonicollection.com and reference your quote/order number. Reductions to orders are limited to up to 50% of the dollar amount of the original deposit. Adjustments to orders are permitted up until the deadlines listed below.

  • Final adjustments for Northern California rental orders are due 5 business days prior to the scheduled delivery date.
  • Final adjustments for Southern California rental orders are due 7 business days prior to the scheduled delivery date.
  • Final adjustments for out-of-state rental orders are due 11 business days prior to the scheduled delivery date.
  • Reductions that reduce the order total below the original deposit amount are due 30 business days prior to the scheduled delivery date, as per the Cancellation Policy
  • Reduction requests submitted after these deadlines are not permitted. The company cannot guarantee that order adjustments requests submitted after these deadlines can be fulfilled.

Is there an 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 refer to the rental qualities cheat sheet.

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). We always encourage visits to our design showrooms to see products in person, play with setup and pairings, and consult with our creative event stylists. To place a sample order please reach out to your sales representative or email orders@theonicollection.com.

Our 4,4,4 sample policy is as follows for California based companies:

  • Must be a valid account holder with Theoni Collection
  • $400 max in comped product
  • 4 of each item type. (max 4 chargers, max 4 chairs, etc)
  • 4 business days after the sample meeting to place a deposit on the order or it will be canceled
  • Delivery/pick up can only be Tuesday, Wednesday, or Thursday
  • Delivery / pick up fees are charged at full price
  • No labor fees for chairs
  • No large furniture (tables, hutches, bars, couches, etc) items as samples

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. To avoid overpacking Theoni containers, please following dish limits

  • 20 chargers or 20 dinner plates per crate
  • 25 salad plates per crate
  • 40 bread plates per crate

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 ship napkins with no minimum. Due to the delicate and unique nature of most of our inventory we typical don’t ship other tabletop products, but exceptions can be made for nonbreakable items.

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 orders@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 marketing@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?

The Renter agrees to pay a 50% deposit (excluding Net 30 Terms) to secure the order. Final balances for California rental orders are due three (3) business days prior to the day it leaves the Napa Warehouse. Final balances for out-of-state rentals orders are due (10) business days prior to the day it leaves the Napa Warehouse. Payments via check, credit card, or wire transfer are welcome. Credit card transactions are subject to a 3% convenience fee. Checks are to be made payable to “Theoni Collection” and mailed to Theoni Collection, 938 Kaiser Road, Napa, CA 94558

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

Can I cancel my order?

CANCELLATION:

California rental orders canceled at least 30 business days prior to the scheduled delivery date will forfeit 50% of their deposit (including Net 30 Terms).

California rental orders canceled less than 30 business days prior to the scheduled delivery date will forfeit their deposit (including Net 30 Terms).

California rental orders canceled 2 business days or less prior to the scheduled delivery date are not eligible for refunds (including Net 30 Terms).

Out-of-state rental orders canceled at least 30 business days prior to the scheduled delivery date will forfeit 50% of their deposit (including Net 30 Terms).

Out of state rental orders canceled less than 30 business days prior to the scheduled delivery date will forfeit their deposit (including Net 30 Terms).

Out-of-state rental orders canceled 7 business days or less prior to the scheduled delivery date are not eligible for refunds (including Net 30 Terms).

Rental orders that include specialty order items are not eligible for refunds.

Damaged and Missing Items

What happens if an item is damaged or misplaced?

In the event of a damaged or misplaced item, replacement fees are charged at retail value and 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
  • Napkins: stacks of 5
  • 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.

Can 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 the plate in the collections that contain a mix of colors or sizes—the beauty is in the variety!

Upholstered furniture and napkin fabrics may have subtle variations in color and size.