FREQUENTLY ASKED QUESTIONS

Ordering

How can I place an order?

Please submit your rental request directly through our website. It's quick and easy! You can find all the details in our Rental Process. If you experience any difficulties, if an item is not available in the quantity you require, or if you need assistance selecting rental items, please email us at info@magnoliasonsilk.com. Please allow at least one business day for us to process your request.

Can I change my order?

We understand that plans can change at the last minute. We're happy to help and will do our best to accommodate any changes. As long as the requested items are available, we're happy to add them to your order at any time. If you wish to reduce the quantity of your order, please note that our cancellation policy will apply proportionally to the cancelled items. Please notify us of any changes, such as a change of delivery address, no later than three business days before the scheduled delivery date. Unfortunately, we cannot guarantee any changes after this time.

How long can I keep the rental items?

You may keep the rental items for the rental period you selected. Our minimum rental period is four days. If you wish to keep the items for longer, simply select a longer rental period when placing your order. Please note that additional rental charges will apply for each day the rental items are returned after the agreed return date.

Do you offer samples?

Absolutely! We are happy to send you samples of our rental items so you can experience the quality, colour, and actual size in person, or create a sample tablescape before making your final decision. Sample shipments are sent via DHL. Shipping costs for sample orders (including return shipping) are significantly lower than the standard shipping rates automatically calculated in our shop.

Can I reserve items?

No. Requesting a quotation does not automatically reserve the rental items. As many of our rental items are available in limited quantities, all bookings are handled on a "first come, first served" basis. Your requested items are only reserved once you have received our written order confirmation. At that point, the rental agreement becomes binding.

Can I rent decoration items for a photoshoot?

Yes! Please review our information for Styled Shoot Requests and send an email to our team at info@magnoliasonsilk.com with the following details:

• Type of photoshoot
• Date
• Type and quantity of the items you would like to rent
• Participating vendors (photographer, stylist, venue, etc.)
• Mood board

A member of our team will get back to you shortly.

Can I purchase individual items from your rental collection?

Our rental collections are not available for purchase. However, you'll find a carefully curated selection of our products in the Magnolias on Silk Online Boutique. We also host occasional sample sales where we offer selected one-of-a-kind pieces and vintage collections for purchase. To be among the first to hear about upcoming sample sales, be sure to subscribe to our newsletter.

Shipping & Returns

How much does shipping cost?

Shipping costs depend on the total shipment weight and package volume. In most cases, our website will automatically provide an estimated shipping cost based on the items you have selected. This serves as a helpful initial estimate. If no shipping costs are displayed, the shipment may simply exceed the limits for automatic calculation. You can still submit your request. We will provide you with an exact shipping quote for both outbound and return shipping together with your quotation.

I don't live nearby. Do you ship your rental items?

Yes. We ship all rental items. Depending on the size and nature of your order, we use UPS Express courier services or freight forwarding for shipments exceeding 45 kg or containing fragile items.

Do you ship outside Germany?

Absolutely! We are always delighted to be part of events throughout Europe and would be happy to discuss your requirements. Please email our team at info@magnoliasonsilk.com to receive a personalised quotation.

Can I rely on my rental items arriving on time?

Absolutely. We exclusively use UPS Express courier services and express freight forwarding (where available) to ensure your rental items arrive by the agreed delivery date. Whenever possible, we also schedule at least one additional buffer day in case of unexpected transport delays, such as a parcel being misrouted. For this reason, your shipment may arrive before the first day of your rental period. Courier deliveries are generally made before 12:00 noon, while freight deliveries typically arrive during the day, usually by 4:00 pm. If required, earlier delivery options (before 10:30 am or before 12:00 noon) are often available for an additional charge.

How do I return the rental items?

Every shipment includes a prepaid return shipping label to make returning your rental items as simple as possible. Simply attach the label to your parcel and drop it off at your nearest DHL Parcel Shop on the final day of your rental period (the return date), before the shop's parcel acceptance deadline. Please check the cut-off time in advance to ensure your parcel starts its return journey on time. If the parcel is dropped off after the acceptance deadline and remains at the parcel shop until the next collection, we reserve the right to charge one additional rental day.

Do the rental items need to be cleaned before they are returned?

Unless otherwise stated, professional cleaning is included in the rental price.

Cutlery

Food residues, especially when they remain on the cutlery for several days during return shipping, can damage the protective coating. Therefore, we kindly ask you to rinse all cutlery before returning it. All cutlery is dishwasher safe. If cutlery is returned with dried-on food residues requiring additional cleaning, or if the coating has been damaged as a result, we will charge a flat cleaning fee of €0.75 per piece of cutlery. This amount will be deducted from your security deposit.

Plates & Glassware

Please remove any remaining food and empty all glasses before packing them. We will take care of the final professional cleaning.

Charger Plates

Charger plates are decorative items and are not intended to be used as dinner plates. Unfortunately, we occasionally receive charger plates with substantial food residues—not just a few crumbs or sauce splashes, but clearly used dinner plates with cake, dessert leftovers or greasy surfaces.

These items require soaking and extensive hand washing. In such cases, we charge a flat additional cleaning fee of €1.00 per charger plate, which will be deducted from your security deposit.

Table Linen

Professional laundering of all tablecloths and napkins is included in the rental price. Our specialist laundry uses industrial cleaning methods and makes every effort to remove even stubborn stains. However, if table linen is returned with burn marks or stains that cannot be removed by professional cleaning, the affected items must unfortunately be charged at their replacement value.

IMPORTANT: Please never pack tablecloths or napkins while they are damp or wet. Even within a short period of time, mildew stains can develop that cannot be removed and will permanently damage the fabric.

Can I collect and return my rental items in person?

Collection and returns are available Monday to Friday between 9:30 am and 3:00 pm. By prior arrangement, collection or return outside our regular opening hours is also possible. An additional service fee of €20 applies. Our studio is closed on weekends and public holidays. Unfortunately, collections and returns are not available on these days.

Can I return the rental items on a Saturday?

You are welcome to send your rental items back on a Saturday. However, please note that posting a return shipment over the weekend (for example by dropping it off at DHL on Saturday) does not shorten the rental period. This is due to the buffer time required for preparing the items for the next event. Whether your shipment arrives back with us on Monday or Tuesday makes little difference operationally. However, receiving the items on Tuesday often means we must prepare them immediately for dispatch on Wednesday or Thursday for the next customer. Therefore, the agreed rental period remains unchanged, even if the parcel is shipped earlier over the weekend.

Payment & Cancellations

How do I pay for my rental order?

Once your booking has been confirmed, you will receive an invoice from us. Payment is due within seven days of receiving your order confirmation. Payment can be made by bank transfer using the bank details provided on the invoice. Unfortunately, we are currently unable to accept payments by PayPal, credit card or cash.

How can I cancel my order?

Even after placing a binding booking, you may cancel your rental order in full or in part—for example, if your event is cancelled or your guest count changes. Due to the nature of our business, cancellations have a significant impact on us. Weddings and events are often booked many months in advance. The closer the event date, the less likely it is that we can re-rent the reserved items to another customer. To prevent rental items from being reserved without commitment and then cancelled at short notice without consequence, we must strictly enforce our cancellation policy.
If an order is cancelled before the rental period begins, the following cancellation charges apply:

• 30% of the total order value for cancellations made more than 60 days before the rental start date.
• 75% of the total order value for cancellations made between 30 and 60 days before the rental start date.
• 90% of the total order value for cancellations made less than 30 days before the rental start date.

How long can I keep the rental items?

You may keep the rental items for the rental period you selected. Our minimum rental period is four days. If you would like to keep the items longer, simply choose a longer rental period when placing your order.
Please note that additional rental charges will apply for every day the rental items are returned after the agreed return date.

Do I have to pay for rental items that I don't use?

Yes. Once rental items have left our warehouse, they are no longer available to other customers and the agreed rental charges remain payable, regardless of whether they are ultimately used.
We are happy to accept final adjustments to your order up to three days before the rental period begins, allowing you to adapt your order to your final guest count. Please note that reducing quantities is considered a partial cancellation and the applicable cancellation charges will apply to the cancelled items.

Damage & Loss

What happens if rental items are damaged or not returned in full?

If an item is damaged or goes missing, there's no need to worry. Please let us know as soon as possible so that we can arrange suitable replacements for any upcoming bookings if necessary.

Once your rental items have been returned, we will carefully inspect them and notify you if any items are missing or have been damaged.

Lost or damaged rental items will be charged at their replacement value.

Replacement charges vary depending on the item and take into account its value, shipping costs, and our ability to source a replacement.

If an item that was initially considered lost is later found and returned to us, we will of course refund any replacement charges that were deducted from your security deposit.

What if rental items arrive damaged?

Please inspect your rental items carefully upon delivery. We take great care to package every shipment securely, but in rare cases transport damage can occur.

If you discover any damaged items, please document the damage with photographs and notify us as soon as possible by email or WhatsApp. This allows us to file a transport damage claim with the shipping company.

Unfortunately, we are unable to accept claims for transport damage that are reported after your event has begun.

Other Questions

How can I reach someone in case of an emergency outside business hours?

If you have an urgent issue outside our regular business hours, please send us a WhatsApp message at +49 176 72702596. We will get back to you within 30 minutes.

For new booking enquiries, payment questions, or future events, please contact us during our regular business hours or send us an email at info@magnoliasonsilk.com.

Which candles fit your candle holders?

Our VINTAGE and TULIP candle holders are genuine vintage pieces sourced from different decades. The TULIP candle holders have an inner diameter of approximately 21 mm. Standard taper candles usually have a diameter of around 22 mm.

However, several manufacturers offer taper candles with a slightly narrower or tapered base. We particularly recommend the candles by Ester & Erik, which are also available as an optional add-on in our rental collection.

Alternatively, standard taper candles can easily be adjusted using a candle sharpener (yes, they really exist!).

We also recommend securing all candles with wax adhesive tabs to ensure they remain safely in place throughout your event.