Personalised balloon delivery

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 or email message from the courier, allowing you 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 the courier will provide you with a one hour delivery window. This is usually by text message if you have provided a valid mobile telephone number. For some deliveries in Scotland, you may receive the notification later in the day, as deliveries can take place up until 9pm.

If you're not going to be in, or you need to make changes to your delivery, you will be able to do this directly with the courier.

Before you buy.....your questions answered

When should I place my order?

It's best to place your order as soon as possible, even if you don't need your balloon(s) to be delivered for a while. Once your order has been placed, all the items that we need to produce your balloon(s) will be put aside and reserved for you.

How do I qualify for a discount on my order?

From time to time we may have offers available that allow you to make savings on your order. Discounts are applied automatically once you have reached the qualifying purchase price, which is usually £35, excluding carriage. You can order up to 90 days in advance of when you need delivery, so if you see a discount has been applied to your order in the basket, you can make a saving by placing your order right away.

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 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.

When ordering, how do I provide the words that I want to appear on a personalised balloon?

On the product listing page for every balloon that can be personalised with text, you can add your own message that will then appear on the finished balloon. It's important to remember that the balloons shown on our website are examples of what we have previously created. You will need to choose your own message in it's entirety, regardless of the image examples on our product listings. You can have any text or message that you like but it will only consist of the text that you submit on your order.

I want to place an order but for something that's not on the website, can you help? 

We only accept orders for products that are shown on the website. All available dates for delivery are shown during checkout.

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. Ordering early secures your order, and delivery date.

Can you show me pictures of the balloon I order before you send it?

Although we do photograph all balloons prior to dispatch, we are unable to share these due to the dispatch schedules we need to keep.

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.

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. 

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 3 days. (This is because some parts of your order will have already been prepared). If it's not due for dispatch within the next 3 days, please send us a request by email and we'll do our best to help.

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.

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.

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.

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.

I don't need the balloon anymore and need to cancel my order, can I do this?

Orders may be cancelled, however we are unable to offer a full refund on either personalised or perishable products. Please see our terms and conditions for details.

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. 

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 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 you must let us know as soon as your order is delivered. The 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. As balloons are a perishable product, we won't be able to help if there is any delay in reporting damage to us or if you attempt to report a problem by any other means.

One of the smaller balloons included in my order appears smaller or deflated, why is this?

We ensure that every balloon is checked prior to dispatch, however it is possible that one of the smaller balloons used as part of your order has slowly deflated in transit. This is very unusual but can happen from time to time. The small balloons are made from natural latex rubber and it's impossible to identify beforehand, which balloon may be affected.  We are sure this will not affect your enjoyment of the balloon.

Can I keep the balloon in the box overnight?

Yes of course. Once your balloon arrives, we recommend that you open it right away to ensure it has arrived safely. You can then keep the balloon in the box if you wish.

Why does the text on my balloon look 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.

What makes the balloon float?

We fill the balloons with Helium. This gas is non flammable and non toxic (although we don't recommend inhaling it). Helium gas is less dense that the surrounding air and this is what causes the balloon to float.

How do I dispose of the balloon once I've finished with it?

Carefully cut the balloon open to release any remaining Helium. The balloon can be safely disposed of in the bin. The latex balloons we use in our products are 100% biodegradable. Please do not release balloons in to the environment.



Balloons by Celebrations