Support/FAQ

How do I reserve items?
Add items to cart and send the request.
We confirm availability manually.

Is the cart a confirmed order?
No. The order is confirmed only after we approve it and send confirmation.

How far in advance should I book?
As early as possible. Popular items are booked weeks ahead.

When do I pay?

Payment is made after order confirmation.

What payment methods do you accept?
Bank transfer / Bizum / agreed method.

Do you require a deposit?

Depends on the order and items.

Do you deliver?
Yes — delivery and collection available.

Can I pick up myself?

Yes — by appointment.

What time do you deliver?

Time windows are scheduled individually before the event

When does responsibility start?

From pickup/delivery until return/collection.

Can I keep items longer?

Only if agreed in advance.

What if the event runs late?

Inform us — we’ll try to adjust.

Do I need to wash items?
No. Return items in used condition.

Can candles be used?
Yes, but avoid overflow wax damage.

Can items be used outdoors?
Allowed, but client is responsible for damage from weather.

What happens if something breaks?

Replacement cost applies according to our item table.

What counts as damage?

• chips
• cracks
• burns
• deep stains
• missing parts

Where can I see prices?

In the Handling & Fees Table

Can I change the order?


Before confirmation — yes.

Cancellation policy

• more than 3 days — free
• 1–2 days — partial retention
• less than 24 hours — non-refundable
  

Can you create custom decor?

Yes — submit request via contact form.

Production time?
Depends on complexity.

Is custom refundable?

No — bespoke items are non-cancellable once production starts.