After Sales Help
Already placed your order and have a question?
Where can I find your Delivery Policy?
Our 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. We encourage you to read this before you place an order with us as it forms part of our Terms and Conditions. You can read our Delivery Policy here.
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. You can read our Amendments Policy here.
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. We use multiple couriers and there may be occasions when you get notifications from both DHL and DPD. This is nothing to be concerned about, your order will be dispatched with the appropriate courier.
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. We can't change a delivery address once an order is dispatched however you may be able to re-arrange delivery to a Collection Point via the couriers website or App using the tracking number they sent you.
My balloon order hasn't arrived, or I have missed my delivery, what happens now?
No delivery date is guaranteed by us although more than 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 to see what options are available. In most cases, delivery will be attempted again the next working day (Mon-Fri) by default. If this is not acceptable, please enter your tracking number in to the couriers website to arrange another option such as collect from a Service Point, collect from a main depot, choose a different delivery date, or upgrade delivery to Saturday.
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 dependent 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?
Because the products we supply are personalised, we can not provide a monetary refund in the event that you decide to cancel your order, for any reason or at any time. We appreciate that circumstances can change and should you find it necessary to cancel an order, we may be able to offer you a credit note to use against a future purchase. If this is the case, please get in touch with us at the earliest opportunity.
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.
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 within 2 hours of delivery. We will need a picture that clearly shows the damage/balloon. You should send a picture of any damaged balloon to within the above timescale. As balloons are a perishable product, we won't be able to help if there is any delay in reporting damage to us. Details on how to report a problem with your order can also be found on your delivery note, on your order dispatch email confirmation, and throughout the website.
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 which is porous and it's impossible to identify beforehand, which balloon may be affected. We do not provide any warranty in respect of this. We are sure this will not affect your enjoyment of the balloon.
What's the difference between the two balloon sizes and how can I be sure I have been sent the right one?
The big clear balloons we use are only produced by Pioneer, under the brand name Qualatex. They manufacture a 20" deco bubble and a 24" deco bubble and we use both sizes. Once inflated, either balloon can be measured from edge to edge, following the curve of the balloon across the front. It is important to remember that once a balloon is inflated and the flat surface becomes curved, the actual size will be different from those quoted. The smaller balloon will have approx 6 balloons inside and the larger balloon approx 8. The large 24" balloon contains twice the amount of helium, compared to the 20" 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.
What is the white powder I can see inside the balloon?
During the manufacture of latex balloons, a small amount of chalk is used to prevent sticking. Small amounts of this can sometimes be seen on the small balloons that we use. It's harmless and does not affect the functionality of your balloon.
Why does my balloon have wrinkles around the edge?
It's not unusual to see some wrinkles around the edge of a bubble balloon. They allow for any expansion of the helium within the balloon.
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.
How do I get the confetti to stick back on to the balloon?
During transit, confetti can fall from the side of the bubble balloon. It's easily re-applied though. Simply follow the instructions on the back of your delivery note or here
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.