Frequently Asked Questions

When should I book my items?

We recommend booking as far out as possible to ensure the items you want are available. Several of our items are unique and book up quickly, so the greater notice you can give the better. The majority of our clients book their events 3-12 months in advance.

How does payment work?

At the time of booking, a 50% non-refundable deposit is required to hold your date. The remaining 50% will be due 15 days prior to the event date.

Are there cancellation fees?

Cancellations can be made outside of 60 days prior to the event. If the Services have been partially performed at the time the Client terminates the Agreement, Pacific Fairytales will be entitled to the entirety of the Total.

What happens if I need to reschedule my event?

We understand that plans change and we will do our best to accommodate you. Should you need to reschedule, we require a minimum of 60 days’ notice and rescheduling fees will apply. We will do our best to accommodate you in these instances, but please be aware we may not always be available for your new date as we do book up several months in advance.

Do you help with set up?

We do indeed! The fees and details will be outlined in your invoice.

What is the fee for delivery?

The delivery fee is based on the size of your order and location of your event, as well as if you are booking over a Holiday weekend or needing a specific delivery/retrieval time. Please refer to your invoice for full details.

How do I know if my order is confirmed?

You will receive a confirmation email once your order has been placed.

What happens if an item is damaged?

We know our clients take good care of our items and do their best to prevent damage; however, we understand that accidents can happen. We will inspect all items within 48 hours of return and in the case of damage we will send an invoice to cover the cost of fixing the item along with photo evidence. Damage payment must be paid within 7 days of receiving the invoice.

Do you charge extra fees for late night and holidays?

Any late night fees and stat holiday fees will be outlined in your invoice. If the items are not ready for pickup at the agreed pickup time, additional hourly labour rates will also apply.

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We’ll turn your dreams into a beautiful reality with custom planning and event design. Sit back and relax; we’ve got you covered.