FREQUENTLY ASKED QUESTIONS

If we can be of more help to you before you place an order, please let us know

Our office hours are 9am to 8pm Monday to Friday.
Deliveries operate 7 days a week.

If you would like to arrange a quote, please use the Contact Us tab or alternatively, you can email us at [email protected]

The prices quoted are based on a 24-hour hire period (1 day). You can hire out our products for longer. Please contact our us via contact us  to arrange a quote.

No. The delivery setup and pick-up are an additional cost that varies depending on each individual order. The fee is determined by the items and quantities on the order, the delivery location, access, dates and times of the event and number of staff required.

If the hire items are required outdoors, our set up team will check the forecast for rain or strong winds and will determine if it’s safe to do so. We require an indoor alternative option in case of weather changes.

We will contact you within the week of the event to discuss an appropriate delivery time for your event. Please note most deliveries require a minimum of 1 hour to set up.

Yes, Light Up Moments is operational 7 days a week and offers a 24 hour service. Our standard delivery hours are 9am to 7pm daily. If you require delivery or collection outside our normal delivery hours, you will incur an additional fee. Please speak with us for a quote.

Once you are happy with your quote, please accept quote online. Our team will then email you a booking form to complete and return. Once you submit your completed form via email, you’ll be issued with an invoice. A 30% deposit is required to confirm your order and the remaining balance due 14 days prior to the event. By completing the for mentioned and paying your deposit you are agreeing to our Terms & Conditions. Light Up Moments accepts payment via bank transfer, MasterCard and Visa. **Credit card surcharges apply.

Pick up is only available on selected items including our Plinths and Easels. We require a completed booking form and a security bond to secure the items. The bond will be refunded after the items are returned in good working order. Full payment is required prior to pick up or upon pick up. Please ensure that you arrange to collect your order in a covered vehicle. We will also require a photocopy of your driver’s license upon pick-up.

If your booking is cancelled 30 days or more before the event date, Light Up Moments. will make a full refund of any hire fees paid minus the 30% deposit paid. Bookings cancelled or item quantities reduced 29 days or less before the event date will forfeit between 50% and 100% of the total hire fee depending on the time of year. Credit may be offered to the hirer if the owner feels it’s appropriate which will be valid for 6 months from the original hire date. Bookings cancelled or item quantities reduced within 14 days of the event date will forfeit 100% of the total hire fee.

We are a Hunter Valley based company with standard servicing areas being Hunter Valley, Newcastle, Port Stephens & Central Coast. Further servicing areas do incur extra costs such as but not limited to: Sydney, Canberra & Far North Coast.

Please note we do not take back the balloon garlands after events. We remove them from the frame and it is up to the customer what they wish to do with the balloon garland after the event. We do sell balloon bags for $2 so if you require bags to be left please let us know upon booking.