Frequently asked questions

IS THERE A MINIMUM ORDER?
No order is too small or too big! However, we do have our minimum delivery fee of IDR 500,000.

WHAT IS THE HIRE TIMING?
Prices listed are for a one-day hire. Should you need a longer rental period, let us know!

IS DELIVERY INCLUDED IN THE HIRE COST?
No, the delivery cost is calculated by location, size of order, type of product and difficulty access.

DO YOU SELL ANY OF YOUR PRODUCTS?
No, our products are for hire only.

ARE WE ABLE TO PICK UP OUR HIRE ORDER?
We do offer a DIY service enabling you to collect small orders. Each order is individually considered for DIY pickup depending on the items you require. Our pickups and drop-offs for DIY orders are only available Monday – Friday 9:00am – 4:30pm. To avoid any late fees, all items must be returned at the agreed date and time.

CAN YOU OFFER A DISCOUNT?
We consider our prices to be competitive and fairly priced, but depending on your requests we are always happy to look at this on a case by case basis.

WHAT ARE YOUR CANCELLATION POLICIES? 
Booking deposits paid are non-refundable to cancellation, change of date or change-of-mind.

Cancellations of 30 days or more prior to your booking will be eligible for a refund, less the booking deposit.

Cancellations within 30 days prior to your delivery will be eligible for a refund of the delivery fees only. The hire items amount will not be refunded as this is considered loss of opportunity, and full payment of these will be required.

DO YOU REQUIRE A DEPOSIT?
To offer security to you (the client) and The Isle Co. Bali, a 50% non- refundable deposit is required to secure your items. Quotes maybe issued; however these items cannot be held for you until your deposit is received. 

IS MY DEPOSIT REFUNDABLE?
Booking deposits are not refundable nor transferable; a 50% non refundable deposit is required to offer you (the client) and The Isle Co. Bali security. By paying your booking deposit the items you have requested will be held for you only on your event date, The Isle Co. Bali will make those items unavailable to other clients once your deposit is received.

WHEN WILL MY DELIVERY BE SCHEDULED TO ARRIVE? 
A member of our team will contact you to inform you of your delivery time. All delivery times given allow a two-hour window. If you have a preferred time and date of delivery, you will be required to let us know in advance.

WHAT HAPPENS IF SOMETHING GETS BROKEN/DAMAGED OR
UNRETURNED?

If an item is unreturned, broken or damaged beyond repair, payment of full replacement value is required within seven days.

If an item is returned damaged but repairable, you will be sent an invoice for the cost of repairs and payment is required within seven days or we will deduct from the Security Deposit.

WHAT HAPPENS IF THE UPHOLSTERED ITEMS ARE RETURNED
DIRTY? 
Upholstered items that are returned dirty will be professionally cleaned at our warehouse and an invoice will be issued to you for payment dependent on the item and the amount of cleaning required.

WHEN IS FULL PAYMENT EXPECTED?
For bookings made in advance, your full payment is required to be paid 10 days prior to your event. If your event is booked within 30 days full payment is expected upon confirmation.