FAQ

Ordering

How do I place an order?

Please submit your order request on our website, by phone or fax. You can also email us at Orders@theonicollection.com.

Do you offer delivery and pick-up?

Yes! We will deliver to many areas in California. Delivery fees may apply.

Do you ship?

Because of the delicate nature of our inventory, we don’t ship our products.  Therefore, our items are available for rent only in California:  in the greater Bay Area and throughout most of Southern California.  You can also will-call items in our California showrooms.

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

To secure availability, we recommend you place an order as soon as possible but all orders must be finalized by noon the day before you are requesting delivery.

Do I need to return the items clean?

If you are renting our votives, please extinguish and discard the tealight candle before repacking in the provided Theoni box. For our flameless tealight candles, you have purchased them so may keep them for future use.

If you are renting a lantern, please extinguish the candles, and repack separately as they came to you to prevent damage.

Do you provide the candles?

For our votives, we provide disposable 5hr tealights at no cost. If your venue does not allow open flames, we also sell flameless tealights that you can purchase separately. Our flameless tealights are a warm tone that best mimic a real candle.

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

Can you send me a sample?

We don’t offer samples of our products, but we do have most items on display in our showrooms.  Please call the showroom with at least a two day notice to make sure the item you want to see is there.  That way, if they don’t have what you want to see onsite, we can get one there in time for you.

How long is my rental period?

Our standard rental period is up to three days. If you need to keep the items for longer, let us know. For any items that are out of our inventory for an extended period of time, you will be charged an extended rental fee.

Payment and Cancellation Terms

Is there a minimum order?

Some of our products, such as votives and napkin rings, do have minimum quantities and are only available in certain increments. Please check the product page or view the price book section of the catalogue for details.

Do you sell any of your votives?

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

What are your payment terms?

We typically require a 50% credit card deposit to hold an order, and the remaining balance is charged to the same card the day before the order leaves our warehouse.  Net 30 terms are available to industry account professionals who have been pre-approved by our account application process. You can fill out and email us the theoni_CCAuth_form or apply for an account with our Industry Account Form.

Damaged and Missing Items

How do you calculate replacement fees?

Replacement fees vary by item, and are dependent on the value of the item itself, and how difficult or easy it is to source, etc.

What happens if an item is damaged or misplaced?

Replacement fees will be incurred for damaged or misplaced items once returned and counted by our warehouse.

Product Information

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 have a mix of colors or sizes.

Why do I have to order a specific number of Votives or Napkin Rings?

Because of the delicate nature of our products, we have custom boxes dedicated to safely bringing them to and from your event. The boxes must be filled in order to send them out to you, which is why you must order in the increments specified on each product.