Policies

SUBSTITUTIONS:

Accidents happen – occasionally we may have to substitute décor pieces within your order due to a shortage in our inventory. This situation generally happens when previous clients have had a mishap with returning their order and pieces are damaged, broken or missing altogether. In this situation we have the following policies in place:

• We will do our best to notify you with as much advanced notice as possible, but sometimes this notification may come in a few days before your event.
• We can discuss options for the item(s) in question to be replaced with a similar décor piece or remove this item from your order all together.
• If you are unreachable, we will substitute out the item(s) in question with the best possible replacement option we feel will work best for you.

UNABLE TO PROVIDE SERVICES – ALL IN THE DETAILS:

If a situation arises where All in the Details is unable to provide services to complete your masterpiece, the following policies are in place:

• Notification: All in the Details will give you as much advanced notice as possible if a situation arises where we may not be able to honour our commitments for your event. You will be notified via email & phone to discuss options.
• Décor rentals: If your booking/order consists of décor rentals only, we will do our very best to make sure your order is ready for you to pickup/return on the prearranged dates & times.
• Service packages: We will exhaust all avenues to find a suitable replacement to complete the services outlined within the Invoice. If we are unable to obtain the assistance required to perform these services, you will be reimbursed for the services portion of your invoice and your décor rentals order will be ready for you to collect at our showrooms on the prearranged date & time outlined in your invoice.
• Cancellation: If we are unable to provide the décor & services that you require for your masterpiece and All in the Details is required to cancel your reservation altogether, you will be notified both verbally and in writing of this unfortunate situation. You will then be reimbursed for any/all payments and deposits paid up to that point.

TERMINATION OF WORKING RELATIONSHIP:

Here at All in the Details, we are pretty understanding, compassionate, level-headed, down to earth, and easygoing. We believe in total transparency and that there is clarity in the details. There are always two sides to every story, and we do our best to sort out all the details before coming to our educated conclusion. We all can make mistakes, but it is how we handle the outcome which is most important – admit it/own it, make amends for it, learn from it, and don’t repeat it.

To protect our team, our clients, and our business reputation, we have the following policies in place.

LACK OF COMMUNICATION:

• To make sure that we progress in a timely manner and that the planning process runs smoothly, we require you to keep the lines of communication open.
• You will have a maximum of 3 days to respond back to emails, phone messages, or private messages on social media, unless otherwise stated within various communication methods. This situation may need to be accelerated due to specific scenarios, such as a rush order booking.
• You will be given a gentle nudge/warning if communication is lacking. If it proceeds and we are not able to complete quotes, design & service packages, and payments, it may result in additional charges as well as severing ties.

LATE PAYMENTS:

• As we are generally assisting 20 – 30+ weddings and events at any given time, we just don’t have extra time to chase down late payments.
• You will be given a complimentary heads up that your payment is late. The next warning will come in the form of a late payment fee charged to your account. If you continue to miss deadlines for payments, your account will be closed and you will forfeit any payments previously made.

ABUSE OF STAFF:

• We understand that planning events can be stressful, and we are here to assist you through these moments the best we can.
• We will absolutely not tolerate verbal or physical abuse of any kind towards our staff at All in the Details. These actions are cause for immediate termination of our working relationship, resulting in forfeiture of all payments up to that moment and possible legal action.

SPECIAL-ORDER ITEMS

If there are specific pieces that you are searching for to create your masterpiece, that All in the Details or other vendors don’t carry, we can always entertain the idea of bringing in these items as a Special Ordered Item. We understand that it can be quite difficult to create your vision with limited resources. For this reason, we are willing to work with you to possibly order the items in that you will require. Please remember, these are wholesale prices and not retail prices. Price points are at a significant cost savings but may have specific stipulations attached to their purchase.

It has taken us countless hours and many years to build our wholesaler database. To be able to make these purchases from wholesalers, you must be a business owner with a business number & GST number to access these prices. Some purchases require an Importer’s Number or to have a broker to bring items across the border. For these reasons, we do charge a fee for our assistance in these matters.

MINIMUM ORDER REQUIREMENTS:

Many wholesalers have minimum order requirements, whether it be per item (for example, needing to purchase in quantities of 4) or on the entire order itself (for example, a minimum order amount of $2,500). These stipulations vary between wholesalers.

SOURCING FEE:

We charge a 25% sourcing fee on the final invoice total. This covers the cost of the time spent researching wholesalers for the best price point, setting up accounts, placing the order, processing the incoming order (removal of tags & stickers, washing, etc.).

SHIPPING & ADDITIONAL FEES TO CONSIDER:

We do our very best to source items from Canadian-based companies, but many of our wholesalers are in the United States. Orders placed through these vendors are subject to additional fees, such as exchange rates, duty, brokerage fees, shipping costs and taxes.

Orders need to be placed & paid for a minimum of 3 months before the event date to ensure they will arrive in time for your event.

CONSUMABLE ITEMS:

Items such as burnable wax candles that are one-time use will need to be purchased outright by the client.

MULTI-USE ITEMS (client purchased):

Items like battery operated candles & linens are classified as a multi-use item. If there are specific items you require for your work of art that we feel just don’t fit with our current brand & collection, we can still entertain the possibility of ordering these items for you. You will be required to pay the full landed cost of the items, our sourcing fee, and you will be able to keep the items once your event is complete.

MULTI-USE ITEMS (we purchase):

If there are items that we don’t currently carry but feel would be a good fit with our brand and a welcome addition to our collection, we can investigate adding these options into our rental inventory. You would be required to pay the full rental cost of the items upfront before the order is placed, along with the sourcing fee, and we will need to know the exact quantity you require. If you choose to order a specific number and later decide that you don’t need that many, no reimbursement will be granted. It is better to order a few too many of the items you will require, just in case your guest numbers increase at the last minute. Once the order arrives, there will not be enough time to reorder more pieces. When your event is complete, these items will then be added into All in the details’ rental inventory.