FAQ / Help
When you order your balloons from us, we try to keep the whole process as simple and as easy as possible!
During the checkout process, you will have the option to create your own user account. If you do, you'll be able to log in and see the progress/status of your order at any time.
Orders need to be paid for at the time of ordering, and this can be done using any debit or credit card. We use Worldpay to process all transactions which means that your details are always processed safely and securely. None of your card details are ever seen, stored or saved by us when you order on the website.
Any item or product that you can add to your basket, should be in stock. Stock levels change daily but once you have placed your order, the items are then picked and reserved just for you, even if we are not set to deliver your order for another 90 days! It's best to place your order asap so that we can set the necessary stock aside for you.
Once your payment has been authorised, you should receive an automated email from us confirming your order details. Sometimes, these emails can be delivered to your own junk/spam email folder which we have no control over. If you enter an incorrect email address during the checkout process (yes, it does happen very occasionally), you will not get confirmation of your order. This is why we always recommend creating a user account.
The day before you are expecting delivery, we will send email confirmation to you to let you know that we have shipped your order. (again, please check your junk/spam email folder).
You will also receive a text message from DPD, where you will be able to see the progress of your delivery and make any changes if necessary. This is usually by text message if you have provided a valid mobile telephone number.
On delivery day you will receive notification from DPD giving you a one hour delivery window. This is usually by text message if you have provided a valid mobile telephone number.
If you're not going to be in, or you need to make changes to your delivery, you can find all the options available to you here.
Before you buy.....your questions answered
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 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. Ordering early offers more choice over your shipping options.
I need my order delivering before a set time, can I request this?
Once you have your notification and tracking information from DPD, you can usually choose to upgrade your delivery to a specified time slot. There is a small additional fee payable to DPD for any upgrade, and the option may not be available in all cases.
I can't get delivery on my preferred date, what can I do?
The dates we have available for delivery are displayed during checkout. Some delivery methods may not be available for your preferred date, so please choose a different delivery method if this is the case. Please have a look at our order cut off times on our delivery information page.
How will you deliver my balloon order?
All orders are sent on an overnight service. Tracking information will be available via DPD 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.
How long will my balloons last?
Balloon float time can vary greatly so it's unrealistic to give any kind of guarantee as to how long they will last. However we do everything we can to ensure that your balloons last as long as possible. The ambient temperature and humidity can affect how long a balloon will float for. In general, you can expect all our helium filled balloons to last for at least a week (foils and latex). Some of our balloons, such as our personalised bubble balloons and deco bubbles, will float for much longer than this.
What length of ribbon do the balloons have?
We create most balloons with ribbon lengths that will allow you to place your balloons on a table. Some of our larger arrangements and big number balloons have longer ribbons but this will be stated in the listing. All our bubble balloons/balloon in a box, have ribbon lengths of approx 30 - 36 inches.
Is there a gift card or gift tag that comes with my balloon order?
We don't supply a gift card or gift tag but we do have the option for you to write your own message to the recipient, letting them know who has sent them the balloon. With most of our product listings you can write the message in the "optional gift message" section on the product page. This will be printed on to the delivery note and included within the balloon box.
Is the price I paid displayed on the paperwork within the box?
No. We only include a delivery note and care instructions with any order. No prices are shown on this paperwork.
I don't need the balloon anymore and need to cancel my order, can I do this?
Orders may be cancelled prior to dispatch subject to a 30% administration charge, based on the total invoice value. Please see our terms and conditions for details.
Can't I just collect balloons from your shop?
Sorry, but we no longer offer a collection service.
I need balloons today. Can you help?
We're sorry but we don't offer a "same day" service.
After sales.....your questions answered
I need to change something on my order. Can I do this?
Before placing your order, it's really important that you check the details carefully as we can't always make changes to an order once it's been placed, especially if it's due for dispatch within the next 2 days. If it's not due for dispatch within the next 2 days, please send us a request by email and we'll do our best to help.
I haven't received any confirmation email since placing my order, why is this?
Every order will be responded to with a confirmation email. If you have not received this within a few minutes of placing an order, then it may be because you entered an invalid or incorrect email address. If you feel this may be the case, please let us know using the contact form on our website, and we'll be happy to amend your details. Before contacting us, please check your own junk/spam email folder for any reply which may have found it's way there.
My balloon order hasn't arrived, or I have missed my delivery, what happens now?
DPD provide an extremely reliable delivery service throughout the UK. Given the current driver shortage there may occasionally be a delay in delivery that we can not anticipate. Unfortunately we CAN NOT guarantee ANY delivery date or time.
Although the DPD next day service is extremely reliable, we will not make false promises to you by offering a delivery guarantee. 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, you will need to contact the courier (DPD) directly as we can't give updates while orders are still in transit.
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, you will receive a tracking number from DPD which will allow you to see the progress of your delivery. Depending on when you check progress, you may have the option to request "leave in safe place", "deliver to alternative address" or "change the delivery date".
I asked for Sunday 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 prefer to clear parcels from their system as quickly as possible even though we request Sunday delivery. If they attempt delivery Saturday and delivery can not be made, they will usually attempt redelivery on the Sunday.
My balloon has arrived popped, what happens now?
Our balloons are extremely durable and it's unlikely that you will receive a deflated balloon from us. However, if a balloon has been popped in transit, then we are here to help. It's important that you let us know about any damaged balloon as soon as your order is delivered. This way we can offer you a full refund, or a replacement product if time allows. The best way to tell us that your balloon was damaged in transit is by using the dedicated contact information which you will find on the documentation in the box. We won't be able to help if there is any delay in reporting damage to us.
Why does the text on my balloon looks like it has lifted or wrinkled?
The text lettering on your personalised balloon has been vinyl cut and applied to your balloon immediately prior to dispatch. As the balloon will naturally change shape over time, then the lettering may appear a little wrinkled. It is perfectly normal for this to happen. If the balloon is exposed to a cold environment then this may also cause the lettering to appear wrinkled.