First Steps

What is the next step after I book in my wedding?

First off, remember to communicate with us any non-neogtiable items or details regarding your order that you know you will need or want. There is so much that will be unknown when you first book, but if you KNOW you want white bentwood chairs, please let us know. This includes details regarding your marquee site, your inventory or just anything you think we need to know that will ensure your order and day will run smoothly.

When should I book a showroom appointment?

We suggest approx 9 months out is the perfect time to book an appointment, if you are wanting one.

Can I get help from someone at Lucy’s if I need?

Of course, we are happy to offer advice where we can! It is best to either email or book in a phone consultation. You can contact us whenever you need.
After your booking is confirmed, we will be in touch a few times too:

• 2 months out - we will be in touch to gather logistics information for your booking, as we begin to schedule all our delivery and collections around your event dates.

• 1 month out - we will email with your confirmed logistics information.

If you would like to add to your booking, make changes or chat through anything, you will need to contact us.

When should I make my furniture choices if I am still unsure?

Furniture choices and colours can take a bit of time to decide on, and that is OK! If you know what you want or have any must-have items, we suggest confirming these as soon as you know, to ensure they are reserved for you. We recommend getting in touch with us 6-9 months out if you haven’t already made those decisions.
Please be aware though that as a busy company, sometimes your first choice will be unavailable as we do not have unlimited resources, but we do our absolute best to help achieve your dream look and style - if you are set on a certain look or style, you will need to make that clear to us at the time of booking, so we can book in those specific items and avoid disappointment if booked out.

A tip from Lucy’s

A gentle reminder, that unless you have booked coordination with our team, we are a hire company, so although we try our best to go above and beyond what is expected of a hire company, it is our clients responsibility for their order, the items they hire and all aspects of their hire with us.

Do I need a site visit?

A site visit is a very practical part of the process, but is only necessary if you are worried about ground condition, size of space or access - not to determine where you would like your marquee or to plan your layout. An operations team member will visit the site (you do not need to be there) and make sure the site is OK or there is sufficient truck access. This is the clients responsibility to book this with us.
If you do need a site visit, you can let us know though the form in the client portal, and we will be in touch to schedule. If you are not sure whether you need a site visit, it is best to send images through of the site, communicate the size of the site or any hazards we should be aware of and we can make an informed decision for you.

Images can also be sent to our team for them to give advice regarding any potential issues.

Your marquee will arrive on a ute and trailer, and your furniture will arrive in a Class 1 or Class 2 truck.

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.

Please note if your marquee is not on grass or our pegs can not got directly into the ground, we will include water weights (200kg) per marquee pole. Please ask if you would like an image of our weights for reference.
PLEASE NOTE - You must have water available on site for these and please ask us if you need help sourcing water.

Will you create my floor plans for me?

Absolutely! All our marquee clients are able to request a floor plan. But we are not stylists, so to put together your floor plan, we suggest taking some inspiration from our previous clients on the website, or sending through ideas to your Lucy’s contact.
To find more information of what we need to create your floor plan, please head here.

Please note that we do not prompt for floor plans, you will need to communicate directly with us. We suggest communication on floor plans approx 3-6 months out from the wedding when you have final numbers.

Tips from Lucy’s!

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.

Make sure throughout the process, you are referring back to your picking list, making sure items are correct, numbers are correct and you know exactly what you are ordering. It is the clients responsibility to make sure all the details are correct, as the items you confirm and pay for are the items that will arrive on site.

When will you deliver our order?

Due to the large number of orders in the Lucy’s system, we begin the logistics for your month, 2 months out.

2 months out from your wedding date, you will receive an email with logistics questions relating to your pack in and pack out. From there, our operations team will book in your delivery and pick up. Please note that these logistics details must include ALL specific details.

You will then receive a pack in and pack out date, this may be outside your hire period but there is no additional charge for an early pack in or late pack out.

We can not confirm times and dates before then but if you have very specific times or dates, please add that to your logistics email and we can do our absolute best to work around these.

Please note that unless specified and charged for public holidays, we do not deliver on a public holiday. All public holiday deliveries are charged at 1.5 x for staff hours.

If you have a clear marquee, read more about SHADE SAILS here.

Flooring

If you are choosing to have flooring with Lucy’s make sure you have read all the flooring details in your delivery document. On the day of our delivery, ensure that the grass in the area your flooring will be has been cut as low as possible. Without doing this, the flooring may pop up due to the spongey nature of some grass.

You can read more about our flooring install below.

Flooring Delivery & Install

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.

A tip from Lucy’s!

If you, as the hiree will not be on site for your build, or you won’t be there at the end of the day when our team need sign off, PLEASE dedicate someone you trust and has an overview of your order to be on site for sign off. We will not return to site if everything has been signed off.

How long will my marquee build take on the day?

Please allow a full day for a marquee build, including furniture set up. Our staff will be on site for approx 8 hours for a 10 x 20m marquee, and more or less depending on your marquee size, if you require flooring etc.
4-5 staff members will be onsite throughout the day.

Please note if any changes are made including marquee location, or floorplan after the build has occurred, this will be charged at a rate of $55 inc gst per staff member per hour.

If our staff are required to hang florals or anything similar, this again will be charged at a rate of $55.00 per hour per staff member.

Can we change our numbers or add things on last minute?

You are able to make changes to numbers up to 25%, 90 days before the wedding. By then you will have a good idea on RSVP’s so it is the perfect time to finalise numbers. After 90 days, you are able to make changes where possible, but this will not affect your final invoice.
Our full T&Cs can be found here.
If you realise you have forgotten something, or plans change and you need extra items, of course you are able to add those on. But please note sometimes styles or items may be fully booked out by then. We will do our absolute best to find an item that will work for the situation, or point you in the right direction of an alternate company who may be able to help!

Will you set up all our furniture on site?

We set up all Lucy’s internal furniture within the marquee to the specifications. All the outdoor furniture is left within the marquee until the morning of the wedding, when your loved ones or co ordinator can place the items outside. This can not be left outside and if left outside, this will be charged at a full replacement rate as per our T&Cs. If you do not have an Lucy’s marquee but would like us to set-up your items, please let us know so that we can factor this into your delivery and add costs for set-up. Our staff time is allocated very specifically per job, so if they arrive on site and you require set up and this has not been communicated, we either may not be able to do this for you due to other jobs, or you will charged and invoiced.

Please allow at least 3-4 hours for furniture set up on site.

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.

What if something stops working or we need help with an item when Lucy’s staff have left our site?

Although this is rare, it absolutely can happen! This is why we have created our “troubleshooting” section of the portal. If you still need help, you will have the contact details of your local operations manager who will always be available to help you. Or after hours you can call 027 248 1148.

A tip from Lucy’s!

Take time to read through the marquee specs, shade sail details and product care information in the portal. These details are crucial to ensure an easy time with your Lucy’s products.

You will also be sent a delivery details document when logistics are booked. It is CRUCIAL you read this document.