This delivery policy is offered in addition to your legal rights and is intended to help you choose your delivery date and to ensure that your balloon arrives in good time for the occasion it is intended for. It also explains what will happen if your order arrives later (or earlier) than expected. Please take the time to read and understand this Policy as it forms part of our standard Terms and Conditions. By placing an order with us you are accepting this Policy together with our Terms and Conditions.
Delays to delivery are extremely rare but we do not have any control over this as your order is delivered by Courier. In the event that an order is not delivered on the date you choose at Checkout (your preferred delivery date) please allow a further 3 working days for your order to arrive before making a claim with us. Any order that has not been delivered after the 3 additional working days will qualify for a full refund provided that you have not re-arranged or rescheduled delivery at any point since dispatch. Where Express Premium Weekday delivery has been paid for, we will refund the difference between this and our standard weekday delivery charge in the event that there has been no attempt made to deliver on your chosen date, provided that you have not rescheduled your delivery.
There may be occasions where an order arrives earlier than expected. An order that's scheduled for delivery on Monday may at the discretion of the courier, be delivered on the Saturday before. This is standard practice with all major couriers and we are unable to offer any refund under these circumstances.
Choosing your delivery date: As your balloon has a typical float time of 1 – 2 weeks, we recommend that you choose a delivery date that is either 1 or 2 working days before your balloon is needed. This allows time for re-delivery in the unlikely event that your delivery is delayed for unexpected reasons outside our control.
As an example: If your balloon is needed for an event on Friday, we suggest choosing the Wednesday or Thursday before, as your preferred delivery date (the date you select at Checkout). All available delivery dates are shown on the calendar during checkout.
You can order up to 3 months in advance so please choose your preferred delivery date carefully during checkout.
In line with the Consumer Rights Act 2015 we are unable to refund any personalised product in the event that you change your mind or no longer require the product. Further information can be found on the Government website: https://www.gov.uk/accepting-returns-and-giving-refunds. Your Statutory Rights are unaffected.
Here are some of our FAQ's related to delivery which you may find helpful. Please read them along with our standard Terms and Conditions before placing your order.
Can I get balloons delivered to family or friends at a different address?
Yes of course. During checkout there is the option for you to add an alternative delivery address. We also advise that you let the recipient know that they should expect a delivery.
How do I choose when the balloon will be delivered?
During checkout, you can choose any available dates from the calendar.
All orders are sent on an overnight service and dispatched the day before the date you select at checkout with the exception of Sunday/Monday deliveries which need to be dispatched on the Friday before. Although this service is extremely reliable, if it is crucial that you have your balloon for a particular day, we recommend choosing an earlier delivery date to allow for any unexpected delay in transit. This is particularly relevant during periods of extreme weather, protests or strike action which may cause unavoidable delays in shipping.
Which courier company will deliver my order?
Getting your order delivered is our priority so we have a number of couriers that we use. In most cases it will be either DPD or DHL that deliver your order.
I want to send a balloon to somebody that is staying in hospital. Can I do this?
Yes that's no problem however please consider that in many cases, your order may be delivered to the hospitals own mail sorting centre, and then delivered to the ward, which may take some additional time.
I want to send a balloon to a Hotel, Venue or Restaurant. Can I do this?
Yes that's no problem however you should advise the Hotel, Venue or Restaurant to expect your order. Please arrange to have your balloon delivered a couple of days before the date that you need it for to allow for any unexpected delay.
How will you deliver my balloon order?
All orders are sent on an overnight service. Tracking information will be available via the courier once your order has been sent. If you have ordered more than one balloon, your order will likely be sent in more than one box.
I need balloons today. Can you help?
We're sorry but we don't offer a "same day" service.
I have received a text or email from the courier, but my order isn't due for delivery yet. Why is this?
When we generate the labels for your order, either DPD or DHL are notified that we will have your order ready for them to collect. They also let you know that they intend to collect your order. Sometimes we generate the labels for your order a day or two prior to dispatch but don't worry, we will aim to have your order delivered on your preferred delivery date.
There will be nobody available to accept delivery. What can I do?
Your order will be delivered by courier and you should receive a tracking number from them, which may allow you to make some amendments to your planned delivery. In some cases you can notify the courier to leave your order in a safe place, or with a neighbour. Alternatively you may be able to change the delivery date.
I have specified an incorrect delivery address. Can it be changed?
Let us know by email before 11am on the day of dispatch and we'll do our best to amend it for you. We can't amend delivery details once an order has been dispatched.
My balloon order hasn't arrived, or I have missed my delivery, what happens now?
Over 99% of orders are delivered on time without any issue, however we don't live in a perfect world and there may be occasions when a delivery is delayed. If you are concerned about a delivery that you are expecting, or a delivery that you have missed, it's best that you contact the courier with your tracking number as we can't give updates while orders are still in transit. During periods of extreme weather, there may be occasions where couriers are unable to collect from us, or move your delivery through their system. We appreciate that this may be disappointing, however please be assured that we will do everything possible to dispatch your order on time, and deliver it at the earliest opportunity.
How do I track my delivery?
You can track your delivery a few hours after it has been collected from us. Orders are generally sent out the day before your requested delivery date. If you have provided a valid UK mobile number or email address, you will receive a tracking number from the courier which will allow you to see the progress of your delivery. Depending on when you check progress, and the delivery option chosen, you may have the option to request "leave in safe place", "deliver to alternative address" "upgrade delivery" or "change the delivery date".
What time will my order arrive, and can I choose a delivery time?
Your order will be scheduled as an "all day" slot. Once you have been notified by the courier that your order has been collected from us you will be given a tracking number. Depending on the delivery method chosen, you may be able to upgrade your delivery and select a delivery before 10.30am or before 12pm (Mon-Sat). Please note that these options are dependant on delivery location and service status, and may not always be available to you. You should receive either a text or email notification confirming your 1 hour delivery slot once your order is out for delivery.
My order arrived later than I expected and I no longer have any need for the balloon. Can I get a refund?
In line with the Consumer Rights Act 2015, we are unable to refund any personalised or perishable product (balloons), in the event that it arrives either later than expected, or you decide that you no longer require the product. We always recommend choosing a delivery date that is a day or two before you need your balloons.
Can I return my balloon as I have changed my mind?
Personalised balloons are non returnable if you change your mind, as we would not be able to re-sell them.
My order has been sent earlier or arrived earlier than I expected, why is this?
During busy periods such as around Christmas or black Friday, we may need to take additional steps to ensure that your order arrives with you in good time. There may be rare occasions where we need to send an order a day or so earlier than usual to allow for any potential delay within the courier network. If you see from the tracking information that there is no delay, you can then choose a later delivery day (with the courier) using the tracking information provided if you wish.
I asked for Monday delivery. Why has it been delivered on Saturday?
This can happen sometimes and it is something that we don't have any control over. DPD and DHL prefer to clear parcels from their system as quickly as possible even though we request Monday delivery. If they attempt delivery Saturday and delivery can not be made, they will usually attempt redelivery on the next working day.