With all our years of being in the linen industry we realize that damages do occur.
Customers are responsible for all rental linens from the time of delivery until they are returned to us. All orders are counted prior to delivery, at the delivery site, upon completion of installation, at the site during pickup and also once the order has been returned to us. In the event of damages or shortages, you will be notified by phone and fax within 48 hours of pickup/return date.
It is the client’s responsibility to return shortages to A Boulder Affair within 24 hours of notification or the replacement charges will be billed to the credit card on file.
However, if linen is lost, not returned, torn, burned or soiled beyond cleaning, the replacement cost of 3 times the rental rate will be charged in addition to the initial rental charge.
Important: The client is responsible for all items listed on the contract at all times. Any loss which occurs at the client’s facility or while in their possession, will be the client’s responsibility. Once delivery and setup services are complete, the items are the responsibility of the client.
Any issues regarding loss at a facility will be between the client and the facility.
WAX: All candles must be contained. In the event any wax residue is returned on an item a $10.00 cleaning charge will apply. If the item is completely un-cleanable, a replacement charge of 3 times the rental rate will be billed to the client.
Please Note: Under no circumstances are you allowed to wash our linens.
How can I help prevent missing or damaged items?
Unfortunately, items are periodically missing or damaged during or after an event. However, through our years of experience, we have learned a few ways to help prevent loss and damages.
Discuss with your caterer or organizer the importance of not removing any items from the event which are the property of Distinctive Details.
Make specific note of any specialty linens such as cake table or registration table linens, which should be gathered and placed with the rest of the order.
If any items need to be removed before or during the event, have them stored in a secure location and placed with the order after the event.
Discuss with the facility staff the importance of taking care when removing the linens, especially if dealing with candles. Hot wax can severely damage fine linens, so be sure that the candles are extinguished and that the wax has solidified before they are removed.
What is the Damage Waiver?
In an effort to make things easier for you, A Boulder Affair may offer an optional 6% damage waiver option on selected orders. The damage waiver can cover any additional charges for wax damage, burns, holes, tears, etc. The damage waiver does not protect against obvious abuse or loss.
If an item is damaged do you keep it?
If an item does become damaged during rental, the client may have the option of purchasing it at a specified price. Please note that the purchase price may differ from the replacement price.
If you have additional questions concerning the selection and rental of fine linens from A Boulder Affair, please do not hesitate to contact us at any time.
Our experienced professional staff will be more than happy to provide any information you require.
