VERY IMPORTANT: If for some reason (excluding adverse weather, strikes, blockades or natural disasters) a delivery attempt has not been made as requested we will refund either a minimum of £5 as a gesture of goodwill, or if you have selected one of our premium delivery options, we will refund the actual cost of the delivery you paid. We do not under any circumstances refund you in full for deliveries that arrive within 1 working day of your requested delivery date.
Deliveries to all third party locations and hospitals are excluded from this as we cannot be held responsible for the onward delivery of your order once it has arrived.
Refunds for late delivery sent by 1st Class mail cannot be given.
Deliveries to some remote postcodes can take up to 2 or even 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.
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 will despatch a replacement as soon as possible. If this is not acceptable a credit note or refund may be offered for the cost of the damaged balloons only, we do not in any circumstance give a refund for any fully inflated balloons, extra gifts or the cost of the delivery.
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 and you have not received tracking updates at all, we can only presume it has gone missing and we will of course refund in full or offer to resend the order.
Please note 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.
Lost items must be reported to us in within 3 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 endeavour to respond to all complaints within 1 working day and resolve complaints within 3-4 working days.