FAQ’s
Where are you based?
We are based all over New Zealand and deliver nation-wide! Auckland, Tauranga, Palmerston North, Wellington, Christchurch, Cromwell, Queenstown and Wanaka.
How much does it cost to hire?
Please contact us for a quote. We will send your quote within 24 hours!
Where do you deliver and how much is it?
We deliver nation-wide in New Zealand. Delivery costs vary depending on where your venue is. Please fill out a short form here for us to calculate your exact delivery cost.
What happens if the letters get damaged?
Lumina reserves the discretion and right to charge or hold a damage deposit, depending on the nature of your event/the hire. Lumina typically holds a damage deposit one week prior to your event start date, using your credit card details stored confidentially on Lumina systems. Once Lumina representatives collected and inspected the letters/products and find no damage, 100% of the damage deposit will be refunded to you within 10 working days of the end of your event. In the event of any of our items requiring repair because of the Hirer’s negligence, misuse or abuse, then you as the Hirer shall bear the cost of any such repair. If the goods are lost or damaged beyond economical repair, you as the Hirer shall bear the full write off cost. Please see our Terms & Conditions for more information.
Can we collect the letters ourselves?
It depends on which product, when you would want to pick up and the method you want to pick up! Lumina wants to ensure that our products get to you in the best shape possible, so it is highly recommended to use our expert Delivery/Set Up Service. But we are flexible – ask us here.
Do I have to pay a deposit?
Yes! Lumina requires a 50% of your full Invoice (Initial Deposit) at the time of booking if you want your products secured for your event date. The remaining 50% of the full Invoice must be paid 30 days prior to your event start date.
If you book within 30 or less days of your event date, then 100% of your Invoice needs to be paid to secure your products for your date.
What happens if I cancel my booking?
Cancellation with 60+ days to go before your event date: Lumina will keep the Initial Deposit (50% of your full Invoice) and refund you anything beyond this that you have paid.
Cancellation with less than 60 days to go before your event date: Lumina will keep the Initial Deposit (50% of your full Invoice) and anything beyond this that you have paid.
Cancellation with less than 30 days to go before your event date: Lumina will keep all monies paid to date.
What if I have to cancel my booking due to COVID-19 restrictions?
We understand that COVID-19 has impacted events around New Zealand. Until the New Zealand Government lifts its restrictions on mass gathering and large events by public announcement, we will have a special cancellation policy in place. If you cancel due to COVID-19 related restrictions (for example, Alert Levels are increased back to Levels 3 and 4, you fall ill with COVID-19, the wedding or event venue shuts down due to mandated closure, etc), then you will receive your money back in full no matter how soon you cancel. If you want to rebook for a future date, we can do this too at no extra charge. We want to help our customers stay safe during this time! We’re all in this together. #uniteagainstcovid19
How long can I keep the letters for?
We usually deliver our products to your venue on the morning of your event and collect them from your venue the day after. Sometimes we may need to deliver them to your venue the day before the event to ensure that you get them on time. All deliveries can co–ordinated before your event to give you plenty of time for changes and a peace of mind. If you want to keep our products for a longer time, please specify this in your booking (charges will be incurred). We do our best to accommodate for all customer requests where reasonable!
Do the light bulbs get hot, and are they safe?
Our products are completely safe to use (when used sensibly, of course!). Our Luminous Letters, Numbers and Letter Sets use specialty LED light bulbs. These do not heat up like normal household light bulbs. They are also individually wired, and regularly serviced and tested for safe use.
Can I add decorations to the letters?
Please first email us with what you wish to decorate our products with. Please do not put on any decorations without prior clearance with us.
We also offer customized Add-Ons, which you can check out here. Each customized Add-On is uniquely priced, so contact us for your special quote.