VERY IMPORTANT: If for some reason (excluding adverse weather, strikes, blockades or natural disasters) a delivery attempt has not been made on your preferred day or before your preferred time we will refund you either a minimum of £5 or if more the actual cost of the delivery you paid. We do not under any circumstances refund you in full.
Deliveries to all third party locations and hospitals are excluded from this.
Refunds for late delivery sent by 1st Class mail cannot be given.
Deliveries to some remote Postcodes can take up to 2-3 days and refunds will not be given for late deliveries in these cases. We have a comprehensive list of post codes effected on our Terms & Conditions.
My Balloon Looks Under Inflated
Helium is sensitive to temperature changes and if the balloons were to be stored in cold temperatures whilst in transit they might appear under inflated upon delivery. The problem can be resolved by putting the balloon somewhere warm this will cause the helium to expand and the balloon to look fully inflated again.
If something goes wrong
Once dispatched all deliveries except for 1st Class Post are guaranteed to arrive before a certain time. We use a combination of Royal Mail Special Delivery and Courier Delivery.
However for reasons beyond our control sometimes these deliveries arrive late or damaged and in rare occasions they never arrive at all. If this is the case you are entitled to the following refunds.
Missing or Damaged Goods
If a item is missing from your order we will replace it. If this is not acceptable a partial refund will be offered to the value of the missing item.
Due to the perishable nature of our helium-filled balloons, if an item is damaged/deflated/burst we will require photographic proof and either replace it or if this is not appropriate offer a proportional refund or credit note, we will not in any circumstance give a full refund.
Damaged or missing goods must be reported to us in within 3 days of the balloons arrival.
Lost or undelivered Orders
If your order has not been delivered and a "while you were out" card has not been left we can only presume it has gone missing. In circumstances like this we will only ever resend the order. We will not give you a full refund. Obviously we understand that a redelivery of a balloon may not be appropriate so we will offer you an alternative design and delivery date to suit.
We will attempt to make a claim for all lost items and in some circumstances we may need your full support to prove the loss.
Please note if the item was sent by 1st Class Post we are unable to make a claim for 15 days after postage as your order could still end up being delivered.
Lost items must be reported to us in within 5 days of the preferred delivery date.
If you have a complaint about our service please contact us as soon as possible so we can put into action a fair, confidential and effective complaint procedure. If your query concerns damage or non delivery of your order we will give the matter particular urgency and investigate the given circumstances fully.
We endeavor to respond to all complaints within 1 working day and resolve complaints within 3-4 working days.
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