FAQ
Frequently Asked Questions
Ordering
Please note: Destination events 100 plus miles from San Antonio or any Special Discounted rental must pay balance due 90 business days in advance during peak season due to the busy nature of our business and having to turn other business away in order to travel with our team. Peak season months: March/April/May/September/October/November/December.
DO YOU SHIP LINENS?
Yes! We just started offering our linens to the trade and we will ship. Contact us for details.
HOW DO I PLACE AN ORDER?
The best way to submit your order request is by emailing your wishlist to info@luxeeventdecor.com. Once you place a quote request, someone from our team will reach out to you with a comprehensive quote. NOTE: During peak event season we require a $10,000 minimum deposit, non-refundable to travel outside of San Antonio. Peak season months: March/April/May/September/October/November/December.
HOW DO I ADJUST MY ORDER?
Please email all adjustment requests to your Luxe Event Designer or info@luxeeventdecor.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 San Antonio and the Texas Hill Country rental orders are due 14 days prior to the order leaving our warehouse during off peak season. Final adjustments during peak season is 60 days prior.
Final adjustments for Corpus Christi, Austin, Texas are 30 business days prior to the order leaving our warehouse during off peak season.
Reductions that reduce the order total below the original deposit amount are due 45 business days prior to the scheduled delivery date, as per the cancellation policy during off peak season.
Reduction requests submitted after these deadlines are not permitted. The company cannot guarantee that order adjustments requests submitted after these deadlines can be fulfilled.
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
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.
For rented dishes and flatware: each order will received 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 mush be packed in their original crate with the provided foam sheets between each plate. To avoid overpacking Luxe containers, please follow 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 Luxe glassware racks.
HOW DO I CONFIRM A QUOTE/ORDER?
Quotes are valid for 48 hours. After 2 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 required a 50% deposit and a signed rental agreement to confirm your order. Unconfirmed quotes are canceled from our system after 30 days.
IS THERE A MINIUMUM 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 quantities cheat sheet.
DELIVERIES AND SHIPPING
CAN I PICK UP MY ORDER?
We require that a Luxe collection crew deliver and pick up the vast majority of our orders due to the fragile nature of our inventory. Certain tabletop items and very small orders are suitable for will-call at our location, please inquire the options for your order.
DO YOU OFFER DELIVERY AND PICK-UP?
Yes! We delivery 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 Luxe truck or van.
DO YOU COLLABORATE IN MARKETING EVENTS, PHOTO SHOOTS, AND CHARITY EVENTS?
For more information regarding partnerships please contact info@luxeeventdecor.com.
WHAT ARE YOUR PAYMENT TERMS?
The renter agrees to pay a 50% deposit (excluding Net 30 Terms) to secure the order. Final balances For San Antonio & The Hill Country rental orders are due (30) business days prior to the day it leaves the San Antonio Luxe warehouse. Final balances for Corpus Christi and Austin, Texas rental orders are due (45) business days prior to the day it leaves the San Antonio Luxe warehouse during off peak season and (60) days prior during peak season. Initial deposit payments via check, credit card or wire transfer are welcome. Final balance due via check, credit card or wire transfer only. Credit card transactions are subject to a 3% convenience fee. Checks are to be made payable to “Luxe Event Decor” and mailed to Luxe Event Decor, 6701 Via La Cantera #401, San Antonio, TX 78256.
Net 30 terms are available to pre-approved event industry account professionals (credit limits will apply).
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.
CAN I CANCEL MY ORDER?
San Antonio - Rental orders canceled at least 30 business days prior to the scheduled delivery date will forfeit 50% of their deposit (including Net 30 Terms).
Corpus Christi, Austin, Dallas, Houston - Rental orders canceled 45 business days prior to the schedule delivery date will forfeit all monies paid (50% deposit, special orders, hotel, transportation, etc.)
Rental orders canceled (depending on city) less than 30 to 45 business days prior to the scheduled less than 30 business days prior to the scheduled delivery date will forfeit their deposit (including Net 30 Terms).
Rental orders that included speciality 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, and you have not been charged a non-refundable damage waiver fee, 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 pick up will be scheduled for collection or you can return them to our showroom. 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 properly repack all tabletop and decor items. The client accepts all risk for the agree-upon rental period until items are located onto the Luxe Truck or van.
If any items are damaged due to weather or unexpected elements, replacement or require costs will be incurred once items are returned and the damage is accessed.
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 the general guidelines (subject to change) and check the product page for further details:
Dishes: 20 chargers or 20 dinner plates per crate, 25 salad plates per crate, 40 bread plates per crate
Flatware: sleeves of 10
Napkins: stacks of 10
Votives: boxes of 25
Glassware: rack sizes vary; see the product page for more details
Products are priced individually
CAN I REQUEST A CERTAIN SHADE OF COLOR OR SIZE WITHIN MIXED COLLECTIONS:
Unfortunately, we are unable to take requests about a 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.
DO YOU SELL ANY OF YOUR RENTAL ITEMS?
Yes! Some items (furniture, dishes, glassware, napkins) we have the ability to sell to you Brand new at retail.