FAQs

Our logistics team team will send through a logistics form, 2 months out from your event, once this has been filled in, your pack in and pack out will be allocated. Please note that with an extremely large number of deliveries per day, we can not guarantee a confirmation more than 2 months out.

We create your floor plan as soon as we receive all the details necessary to do so. You can find those details in the portal under “floor plan”

Yes, you are allocated the exact right amount of lighting for within your marquee structure to light the space throughout the night. All complimentary lighting does NOT include outdoor lighting. This is quoted based on the area sq2 needed to be lit.

You will need either house power or a generator. This is to be sourced and provided by the client. Our festoons are low voltage so either power source will be absolutely fine.

Your marquee site must be the size of your marquee + at least 1m radius around the space. This is a non negotiable detail for your marquee.

A site visit is only needed for ground condition or site access. We do not site visit to suggest where the marquee should go, this is up to the hiree. We always recommend sending through images of the space if you need any guidance or a showroom appointment.

Your ground needs to be 90% flat. There can be a few lumps and bumps or divets in the ground, but the ground can not be on an angle. We always suggest getting your ground as flat as possible, not necessarily for the marquee but for your tables and chairs!

Our flooring can be installed over all surfaces and once installed lets water drain and flow underneath, providing a stable surface and keeping your guests dry and out of the water and mud. Your ground must be completely level to hire flooring.

Our flooring can only be used on completely flat ground, concrete or on grass that is cut as low as possible.

The flooring does not work well on Kikuyu grass as it is so soft and spongey.

It is the responsibility of the hiree to ensure the ground level is completely flat when hiring flooring.

Lucy's take no responsibility for flooring not being able to be used due to uneven ground or grass and we will not refund flooring if we arrive on site and the ground is not suitable.

You need as much space as the size of your marquee PLUS at least a 1m radius surrounding the marquee space.

Candles must be used within a vessel. If candle wax is on the tables or linen, a replacement or cleaning fee will be applied to your hire.

Shade sails are complimentary with your marquee if you would like these. These will not be installed is if it is raining, or there are high winds. This becomes a H&S hazard and we will not put our staff or clients at any risk. Read more about shade sails here.

As soon as possible! Make sure you communicate any non negotiable items with your Lucy’s team member, because we do not have an endless supply of product and it is up to the hiree to communicate with us on items they are wanting to book. If your item is booked out, we will always try and offer a solution.

Unless you have confirmed and paid for any items, these items are not booked and are open to other clients to book, so please be aware of that when enquiring.

We love you guys, but we also love our time away from the office and showrooms. Lucy’s operates in business hours.

We touch base with our clients 6 months out and again at 2 months out, to check in and make sure everything is ready to go for you! Any other time, if you need anything from us, you must get in touch with us.

No, we do not set up your outdoor furniture. We will set up all your internal marquee furniture or venue furniture, but all outdoor furniture will be left in a safe, dry spot for your people to place out the day of the wedding. No Lucy’s furniture can be left outside overnight.

Please note ALL dining furniture is indoor furniture, it can not be left outside in the elements, either intense heat or rain. This may affect the furniture and cause bowing or damage. We suggest covering any items being set up on the day with tarps or something similar to ensure they are not exposed to either heat, which could potentially bow wooden tables, or rain showers which will cause irreversible damage. This is the clients responsibility.

We highly recommend either yourself or someone you trust is on site when our team deliver or before they leave site. Your order must be signed for. Once it is signed for, we will not return to site.

We definitely can. But this needs to be organised at least 6 months out from the event date.