Frequently Asked Questions

How can we help?

Frequently Asked Questions

Below you’ll find answers to some of our most frequently asked questions about hiring with Pacific Linen.

Do I need to return the cloths clean?

No, you should return all the hired cloths unwashed in the bags or boxes they are supplied in. Please shake out all cloths and if wet or damp allow to air if possible before bagging and always store out of direct sunlight in a cool place. Cleaning charges are incorporated within the hire price. Any stains that cannot be removed or wax residue are subject to additional cleaning charges.

Please see our Product Care page for instructions, or our Terms & Conditions page for more information.

What are your opening times?

Summer Hours – 1st October to 31st April

Auckland
Monday – Thursday : 8.00am – 3.00pm & Friday 8.00am – 2.00pm
Weekends & Public Holidays: Closed

Cromwell
Monday – Friday: 9.00am – 4.30pm
Saturday: 9.00am – 4.30pm
Sunday: Closed

Winter Hours – 1st May to 30th September

Auckland
Monday-Thursday: 8.00am – 3.00pm
Friday: 8.00am – 2.00pm
Saturday & Sunday: Closed

Cromwell
Monday – Friday: 9.00am – 4.30pm
Saturday: 9.00am – 4.30pm
Sunday: Closed

After Hours Emergencies – Please call our landlines for a contact after hours mobile number
Note: Hours may differ without notice however we are always available on email.

How can I request a sample?

It can be difficult to tell the actual shade or texture of fabrics from photographs. If you would like samples please email [email protected] with a postal address, contact phone number and desired colour palette of your wedding or event.

How much notice do I need to give for a booking?

We recommend booking your preferred linen as early as possible as stock allocation is on a first in, first serve basis. Our efficient booking system and stock control means that you are able to reserve product many months or even years prior to your event. For last minute requests – if products needed are not available, we will either offer the best available alternative or sub-hire from a trusted supplier. For custom-made manufacturing as much notice as possible is best so that we are able to source a viable fabric and allocate workshop time.

can I view all the linen ranges?

Yes, by appointment only. We’d absolutely love to meet and hear all about your special day. Please bear in mind that we are industrial laundering operations with no dedicated showroom space but we are able to mock up different linen colour palette options to help you chose your linen, take photos and chat about your wedding, event or special celebration. Feel free to bring up to 3 companions.

Please contact us below to book your appointment.

North Island:

Phone: 09 275 8151
Email: [email protected]

South Island:

Phone: 03 445 1382
Email: [email protected]

What is our cancellation policy?

In accordance with our Hire Terms and Conditions, in the event of cancellation or postponement of your event or wedding in circumstances beyond your control. Pacific Linen reserves the right to recover any costs relating to handling, delivery, collection, freight, packing, rehire, administration costs or loss of hire income relating to your booking if has been despatched or collected or at the discretion of Management. In the event of postponement we can hold your booking and payment in situ until a new event or wedding date is confirmed, all linen is subject to availability for your new date. All new bookings are issued with our full legally binding Hire Terms and Conditions at point of booking confirmation by email.

North Island:

Email: [email protected]

South Island:

Email: [email protected]

How do i make payment?

Auckland: For non-account holders payment in advance via bank transfer prior to despatch or order pick up date is required, no eftpos or credit card payment facility available, payment by cash is only permitted with prior arrangement but please bring the exact dollar amount as no cash is held onsite. Our drivers do not accept any cash payments on delivery.

Cromwell and Wanaka: For non-account holders if delivered required, payment by direct credit or by cash, debit card over the phone or instore. Our drivers do not accept any cash payments on delivery.