General Rental Terms

Q: How is the rental duration calculated?

A: 1 day = 24 hours from the time of pickup until the time of return

Our base rate starts from on a 2-day rental period, allowing you to have the items for a full 48 hours. For instance, if you pick up your items at 2:00 PM, they should be returned by 2:00 PM two days later. In this case, returns after 2:00 PM will result in penalty charges. 

Late returns are strictly not allowed, as they can disrupt our consecutive rental orders. For each day of late return, a penalty fee equal to 50% of the base rate will be applied.

Q: How much is your rental rate?

A: Our rental rate varies based on the duration. Our base rate starts from 2 days. For the third day, there's a 30% surcharge, and for the fourth day, there's a 20% surcharge. Subsequently, each extra day incurs a 10% increase from the base rate. 

Example:

• Base rate (2 days) = RM100
• 3 days = RM100 + 30% of base rate = RM100 + RM30 = RM130
• 4 days = RM130 + 20% of base rate = RM130 + RM20 = RM150
• 5 days = RM150 + 10% of base rate = RM150 + RM10 = RM160

After the 4th day, each additional day incurs a 10% increase from the base rate.

Q: I only need to rent for a single day, is there any discount available?

A: All rental rates start from a minimum of 2 days, same rate applies for single-day rentals as well.

Q: When should I place my order?

A: At least 3 working days in advance to ensure timely preparation. For optimal availability, we recommend renting 2 months in advance, allowing ample time to secure your desired selections and make necessary arrangements for your event.

Q: What is the minimum order value?

A: The minimum order value is RM150, and it can be a mix of different products. If your order does not meet this threshold, we are unable to proceed with it. In such cases, we will cancel the order and process a refund to you.

This ensures that we can provide you with the necessary support and logistics for your event while maintaining the quality of our service.

Q: Is a security deposit required for my order?

A: Yes, we require a 100% (rental base rate) deposit to secure the rentals for your event. This deposit serves as a security measure in case of damages or late returns, with charges deducted accordingly.

Rental base rate: This refers to the base rate for a 2-day rental period.

Rental total fee: This represents the total rental fee, which is calculated based on the number of days rented beyond the initial 2-day period.

Q: What form of payment do you accept?

A: We accept Visa, Mastercard, AMEX, and bank transfer (for manual order via WhatsApp). Cash payments are not accepted.

Q: Do I need to agree with the terms and conditions?

A: Yes, you must agree to the terms and conditions in order to complete the checkout process. These terms outline important details about the rental agreement and ensure that both parties are aware of their rights and responsibilities.

Transport of Rental Items

Q: Are your items available to hire outside of Klang Valley?

A: Currently, our rental services are limited to the Klang Valley area. After pickup, you have the freedom to use the items wherever needed. However, please ensure they are returned to our warehouse within the designated timeframe.

Q: Do you offer delivery service?

A: No, we do not offer delivery service. However, we can assist customers in arranging third-party delivery services such as Lalamove, with the fee borne by the customer. Please note that any damage incurred during the delivery and return process will be the responsibility of the customer.

Q: Do you offer setup service?

A: Please contact us directly to discuss your requirements. We will check if setup service is available and provide you with any additional charges incurred.

Products and Services

Q: Are your items available to purchase?

A: Most of our products are available for purchase as new through our online store. Visit www.dilashome.my to explore our range.

Q: I want to rent more, but the quantity available online is not enough. Do you have more stocks?

A: Please chat with us directly to check for additional stock availability. For inquiries made 1-2 months in advance, depending on the required quantity and item type, we can make special arrangements.

Q: Can I customise the decor items to match my event theme?

A: Please contact us directly to discuss your requirements. We'll check if customisation is available and provide any additional charges incurred.

Q: Can you help me choose items if I'm unsure?

A: Yes, we offer a styling consultation service. Please note that a minimum spend and styling consultation fee apply. This service enables you to mix and match different tableware items to create your ideal place setting.

Q: Do you have a local showroom I can visit?

A: No, we only have a warehouse. For more photos or videos, please inquire with our customer service via WhatsApp.

After Made Payment

Q: How can I confirm that my order is processed after making payment?

A: Upon completing your payment, you will receive an email containing comprehensive details about your order.

Q: Is my order guaranteed once I make payment?

A: Yes, your order is guaranteed upon payment. In the rare event that any rental items become unavailable due to unforeseen circumstances, we will promptly issue a full refund.

Q: When will I receive a confirmation email indicating my order is ready for pickup?

A: You can expect to receive a confirmation email once your order is ready for pickup. Typically, this notification is sent approximately within 24 hours before your scheduled pickup date.

Q: The pickup time is near, and I still have not received any confirmation email for pickup, what should I do?

A: If your pickup time is approaching and you haven't received a confirmation email, please avoid coming for pickup without it. Instead, contact our customer support team immediately to escalate your case. 

Q: Can I change the date of my rental?

A: Yes, you can change the rental date. Please inform us 2 weeks prior to the pickup date, and we will accommodate your request based on item availability. However, please note that changes are limited to 3 date changes. 

Q: Can I change my order items?

A: Unfortunately, we do not offer the option to change order items. However, you can cancel your current order and place a new one with the desired items, subject to our cancellation policy. For further details, please refer to our cancellation policy.

Q: What is your cancellation policy?

A: We offer the following cancellation policy:

• Cancellation within 1-3 days after order: 100% refund on rental fee
• Cancellation within 4-7 days after order: 70% refund on rental fee
• Cancellation within 8-14 days after order: 50% refund on rental fee
• Cancellation more than 14 days after order: 0% refund, rental fee fully forfeited 

Please note that for orders where we specially stocked up to meet the order requirement, no cancellation is allowed, and full rental fee charges will be incurred.

Security deposit will be refunded for all cancellations.

After Pickup

Q: What happens if I couldn't return the rental items within the order timeframe?

A: If you're unable to return the rental items within the specified timeframe, please notify us as soon as possible.

Late returns are strictly not allowed, as they can disrupt our consecutive rental orders. For each day of late return, a penalty fee equal to 50% of the base rate will be applied.

Q: What happens if something gets damaged during the rental period?

A: We understand that accidents can happen during events. In the event of damage to any rental items, please notify us immediately. Depending on the extent of the damage, we will work with you to assess repair or replacement costs, as outlined in our rental agreement. If the damage is irreparable, the full deposit and rental price will be charged.

Q: Do I need to clean the fabric items I rent?

A: No, please avoid washing or laundering them. We'll handle cleaning upon return. Just ensure they are dry and free of unwashable dirt, debris, or food.

Q: Do I need to clean the tableware items I rent?

A: Yes, all dinnerware, cutlery, and tableware items must be returned rinsed and free of food or fluid.

After Return

Q: When can I expect to receive my deposit refund?

A: Deposit refunds will be processed on the same working day upon satisfactory return of all rented items. Any deductions for damages or late returns will be deducted from the deposit amount, with the remaining balance refunded accordingly.

Refunds will be issued to the original form of payment used for the order. The refund process typically takes between 3 to 7 business days, depending on your debit or credit card issuer.

Q: It's been more than 7 business days, and I haven't received my refund. What should I do?

A: If it's been more than 7 business days and you still haven't received your refund, please reach out to our customer support team immediately. We'll investigate the issue and work to resolve it as quickly as possible.

Business Opportunity

Q: Do you offer industry/stylist discounts?

A: Yes, we offer industry discounts to wedding event planners/stylists, caterers, function centers, restaurants, and florists. Discounts range from 10-30% off website prices, based on product type. Please contact our team with the items your clients are interested in hiring, and we can provide you with a discounted quote.