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FAQ’s

Where are you based?

We are in have hubs throughout New Zealand in the main cities. Send us a message to see what is closest for you.

Where do you deliver and how much is it?

We can deliver NZ nationwide, delivery depends on where your venue is – please message us for a quote.

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?

It depends on which product! Message us to ask.

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 any monies 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.

Days means calendar days.

Postponement to a future date (regardless of how soon or how far away the new date is) will be considered a cancellation of the originally booked date for the purpose of these Terms and Conditions, and thus triggering these cancellation terms. In the instance of a postponement, Lumina reserves the full right to make a decision on whether to apply the above cancellation terms, to what extent, or whether an alternative solution will be applied.

How long can i hire for?

We usually deliver the hired items 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. If you are collecting and dropping back off, this would be a 24 hour booking. If you need the hire for a longer period of time, please request this when booking (charge incurred).

Are they safe? Do the light bulbs get hot?

Yes! We use LED lighting which does not heat up like normal lightbulbs, so our lighted metal signs and illuminated numbers are completely safe. They’re individually wired and fully tested for your safety.

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