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FAQ

Frequently asked questions

Ordering

How do I place an order?

The best way to submit your order request is here on our website, where we’ve done our best to make the ordering process as smooth and seamless as possible. If you require assistance with your order, you may also reach us by phone or fax, or email us at orders@theonicollection.com. We’re here to help!

Is there a minimum order?

Some of our products do require minimum quantities and are only available in certain increments. Please check the product page or view the price book section of the catalogue for further details. Minimums may also apply based on your location, please inquire for more details.

How long is my rental period?

Our standard rental period is up to three days. If you require the items for a longer period of time, we may be able to accommodate your request, given availability. Any items that are out of inventory beyond the three day rental period will be subject to additional 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 do 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 studio 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?

We cannot guarantee the availability of items until an order has been finalized. Due to fluctuating inventory and high demand, we recommend that you place your order as soon as possible to secure your favorite items. Officially, all orders must be finalized three business days before the date of requested delivery.

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 separately. Our flameless tea lights offer a warm hue that mimics the magical light of a real candle.

Our lanterns do not come with a candle included. We sell 6" and 9" pillar candles in white and ivory, and rent flameless and luminary candles in 6” and 9” pillars in white and ivory.

Do I need to return rented items clean?

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.

For rented dishes: Each order will receive a silicone spatula that is to be used to scrape all dishes prior to repacking them in their provided transit boxes. Following use, the spatula is yours to keep!

Deliveries and Shipping

Can I arrange to pick up my order?

Due to the fragile nature of much of our inventory, the vast majority of our orders require that we arrange for Theoni Collection delivery and pickup. Certain items and very small orders are suitable for will-call at our Napa Showroom; please inquire to confirm the options for your order.

Do you ship?

Because of the special and delicate nature of our inventory, we do not ship our products. Therefore, our items are only for rent in California—Northern California, certain areas down the California coast, and Los Angeles; please inquire about your specific location and special instances.

Do you offer delivery and pick-up?

Yes! We deliver and pick-up from many areas in California; please inquire for more information based on your location, as delivery fees and minimum orders will apply.

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

When and where do your trucks deliver?

San Francisco Bay Area:
(includes Napa and Sonoma)
Mon-Fri 9am-6pm
Weekends are an added fee

South Bay Area:
Tues & Thurs, 9am-6pm
(winter delivery days may vary)

Sacramento Area:
Mon, Weds, Fri, 9am-6pm
(winter delivery days may vary)

Southern California:
Deliveries occur one day per week,
depending on the location.
Please contact us for specific
delivery information.

Payment and Cancellation Terms

What are your payment terms?

We require a 50% credit card deposit to hold an order and the remaining balance is charged to the same card two days before the order is scheduled to leave our warehouse. Net 30 terms are available to pre-approved event industry account professionals (credit limits will apply). You can fill out the Credit Card Authorization Form or apply for an account with our Industry Account Application.

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 incurred once items are returned and reconciled by our warehouse. In the event that items are confirmed as missing or damaged, a separate invoice will be sent following your event, approximately 10 days from the time it returns to our warehouse.

Between the time of delivery and pick-up, the client agrees to provide a secure storage location for rented items and 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 dedicated to safely transporting items to and from your event. The boxes must be filled in order to send them out, which is why we ask that you order these items in the increments specified for each product.

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

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