- If I place an order today when will I receive it?
- I have made a mistake on my order.
- What is Priority Delivery?
- What is Standard Delivery?
- I need a VAT invoice for the goods I have received
- Can I collect my order from you?
- Will I get my order by my event date?
- I have a question about a costume or fancy dress item.
- I am looking for an item but I can't find it on your website, can you help?
- What is the 10+ Price?
- Do you produce a printed catalogue?
- Can I send an order in the post with a cheque?
- Can you quote for large quantities?
- Can I return an item?
- Exchange Goods
- Can I open an account?
- Can I track my parcel?
- I am organising a charity event; can I have a discount?
- Please can I have more information about a particular product
- I have a question about a personalised item
- Do you inflate balloons?
- I have placed my order twice, what should I do?
- I have a list of products can you tell me how much it will cost?
- When will a particular item be back in stock?
- Do you send goods outside of Europe?
- I only want to order a very small item; do I still have to pay for P&P?
- How do I inflate bubble balloons?
- How do I request a new celebrity mask?
If I place an order today when will I receive it?
We aim to dispatch orders within 1-2 working days. We offer different delivery options to ensure that we can get your order to you in time, for more information on delivery please see out Delivery page.
To speed up the dispatch of an order please select priority delivery and ensure you place the order before 12.00pm Monday to Thursday. If you really need the order for the next working day please select tomorrow's date as the event date. However if your event is not tomorrow it is better to select the real event date as if we are out of stock of an item on your order we will be able to get it for you and send your complete order in plenty of time for your event. If you have selected Priority Delivery you will receive an email within 1 working day to let you know when any out of stock items will be back in stock and giving you an expected delivery date.
Be sure to include a contact number so we can get in touch with you promptly should be have any problems.
I have made a mistake on my order.
If you have made a mistake with your order, selected the wrong address or the wrong quantities, please email email@example.com as soon as possible and we will make the necessary changes and email you to confirm.
What is Priority Delivery?
These orders are given priority in our system and will be dispatched either with Parcelforce 24 hour or with our courier UK Mail on a next day signed for service. You need to allow 2 working days for delivery. Orders placed by midday on Friday should be delivered by the following Monday or Tuesday, and orders over the weekend by Tuesday or Wednesday.
If an item on your order is not in stock and we are unable to dispatch your complete order within 2 working days, you will be informed quickly by email or telephone and given the option of either waiting until the item arrives, making a substitution or deleting the item from the order.
What is Standard Delivery?
If you select this option your order will normally be dispatched with the Royal Mail within 2 working days. You need to allow about 5 working days for your parcel to arrive. If your order is very heavy (over 4kilos) we will usually send it out with Business Post on a 24 hour signed-for service.
I need a VAT invoice for the goods I have received
If you need a copy of a VAT invoice please email firstname.lastname@example.org with either your reference number, or your surname and postcode and approximate date of order and we will forward you the invoice via email. Our VAT number is 222614051.
Can I collect my order from you?
You are welcome to collect your order form our warehouse, but we do not have a showroom so you will have to place your order online first and then check the 'Collect from us' option at the checkout. Select your home address at the checkout, but we will be aware that you want to collect and will contact you when your goods are ready. Please look in the contact us page for a map of how to find us.
Will I get my order by my event date?
In your basket, you will be asked for an 'Event Date'. This date is used by us as a guide to ensure that your order arrives with you in time. If there are any problems with your order or any delays with stock, someone from the sales team will contact you.
We will endeavour to get your order to you as soon as we can, so if your party is not for a few weeks, we will still dispatch it as soon as it is complete. Please be advised as per the Delivery page, that if the standard service is selected, your parcel cannot be tracked, and can take up to 7 working days for delivery, regardless of what Event Date you have selected.
I have a question about a costume or fancy dress item.
If you need any information about sizes, availability or if you need something we don't currently sell please email Lucy at email@example.com and head your email Costume Enquiry.
I am looking for an item but I can't find it on your website, can you help?
You may wish to try using our 'Keyword Search' which is found at the top left-hand side of the site. If you type in a word (for example 'bunting') you will find all items relating to that product. If you are still unable to find what you are looking for email firstname.lastname@example.org.
What is the 10+ Price?
The 10+ price is a discount given to any item that is ordered in a quantity of 10 or more. Some items have a further discount for even larger quantities, for example a 100+ price. This discount corresponds to the number of items ordered. To qualify for the 10+ discount, when ordering a pack of 12 decorations for example, you will have to order 10 packs of 12. This discount will be applied automatically when you add the items to your basket.
Do you produce a printed catalogue?
We now offer our customers so many products (over 18,000) that we have found the best medium for showing our range is our web site, so we no longer have a catalogue. Every week we add many new lines and have three full time staff constantly updating the site. We have decided that it would be impossible (and use a lot of trees!) to send a paper catalogue to all of our customers.
It is possible for you to use the site to print out your own catalogue by printing out any of the sections that you are interested in. For example, the fancy dress, or the themed party supplies sections.
We have some mini catalogues for certain types of products, including Halloween, St Valentine's, St Patrick's and Hen Party. You can find them here.
Business customers can order a paper copy of our Catering for Children catalogue by emailing Maire at email@example.com.
If you can think of any other mini catalogues that you would find helpful, please let us know by filling in the contact form on our Contact Us page.
Can I send an order in the post with a cheque?
To pay by cheque, place everything that you want to purchase into your basket, and in your basket select the 'Pay by Cheque' option. You will then be able to print out a form with a summary of your order. Just fill in your name and address, and post the form into us with your cheque.
Can you quote for large quantities?
Our prices are as advertised on the web site and we do try to keep them as low as possible. If you buy 10 or more of any one item, you will automatically receive around 10% discount on the full quantity of that item.
If you want a very large quantity of an item, please email firstname.lastname@example.org and we will give you a quote.
Can I return an item?
We are happy for you to return an item or items. Once we have received the unused item(s) in their original packaging, we will issue you with a refund.
Please post your goods back to us enclosing our returns form.
For full terms and conditions, see our Returns Policy page.
We are happy for you to exchange an item or items. Please send the item that you no longer want to
Lodge Hill Business Park
with a note stating the order reference number (format 'PP000000'), and the product code. We will refund you as soon as we receive the returned item. You can then order the item you would like in exchange on our website, and we will dispatch it within 2 working days.
Can I open an account?
We do offer accounts to local authorities, schools and universities. Unfortunately, we cannot open accounts for individual customers, this is because it would take a huge amount of clerical staff to manage the vast number of customers applying for and using accounts. Individual customers have the option of paying by credit card, PayPal, cheque or bank transfer.
Can I track my parcel?
If you have selected Priority Delivery, or if your order is over £95.00 in value you will receive a link to track your parcel alongside your dispatch email. If you have selected Standard Delivery, your order will be dispatched with The Royal Mail post, and you will receive an email when it leaves our warehouse. Unfortunately, our standard delivery option is not a trackable service, but we find it very reliable and the parcel is usually delivered within two working days. If you are concerned that your parcel is 'lost in the post', please contact your local sorting office.
I am organising a charity event; can I have a discount?
If you are organising an event for charity, please let us know the details and we may be able to help you in the form of discount. Please email Yasmin at email@example.com and head your email 'Charity Event'. Unfortunately, as we have so many requests we are not able to send out anything free of charge.
Please can I have more information about a particular product
We aim to keep our website as informative as possible, with accurate product photographs and detailed descriptions. However, if you are unsure about a particular detail or an item or would like to know more, please email firstname.lastname@example.org and we will endeavour to provide the information you require.
I have a question about a personalised item
If you have any questions about any of our personalised products, or would like information about personalised sashes or banners, please email Lucy at email@example.com and head your enquiry 'Personalised Products'.
Do you inflate balloons?
Our balloons are normally sold flat. If you just require one or two inflated balloons you may wish to look at our Send A Balloon section, as these balloons are sent inflated in a special box, with a lovely message card.
If you want to inflate a several balloons, the best option is to buy your balloons and then also buy a disposable helium cylinder.
Other than our Illoom balloons, all of our balloons are suitable for helium. When filled with helium, our latex balloons, as a guide, should last up to 8 hours. However, foil balloons last a lot longer than this, and can last several days.
I have placed my order twice, what should I do?
If you think you have placed a duplicate order in error, please email our customer service team on firstname.lastname@example.org.
I have a list of products can you tell me how much it will cost?
The best way to find this out is to put all of the items that you want to purchase into your basket, and then go to the checkout and click the 'Pay By Cheque' button. You will then be able to print out a form with a summary of your order.
When will a particular item be back in stock?
To be informed when an out of stock item will be back in stock, simply enter your email address into the box below the item description. This will automatically send an email to you when the item is available to order.
If you want to know more information, or need the out of stock item for a specific date, please email email@example.com with the item reference number and she will provide you with an approximate date for restocking where possible, or offer an alternative product.
Do you send goods outside of Europe?
We have recently decided to discontinue our international mail service outside Europe. This is because carriage is so expensive, and customs and delivery arrangements are so complicated.
We hope you can find what you are looking for nearer to home.
I only want to order a very small item; do I still have to pay for P&P?
Unfortunately, we have to keep our postage prices fixed in order to keep the overall postage and packing prices low. We pay a set price to our courier that means we do not have to charge our customers more if they order big or heavy items, and find that the prices we charge are very good value for the majority of our customers.
If you are only looking for a very small item and are concerned of the cost of postage, it is worth looking though some different categories on our website to see if you can find some more products that might be of use to you either now or for a future date, in order to justify the postage costs.
How do I inflate bubble balloons?
Once the package is opened, bubbles must be inflated immediately or they'll dry out. Discard the moisture pack after inflation. Use a latex regulator only, and keep inflating until bubble is very round and the wrinkles and bumps along the seam are gone. Bubbles stretch like latex balloons and look like beach balls when properly inflated. Wear eye and ear protection when inflating balloons.
How do I request a new celebrity mask?
Its simple, just add MCBS1 or MCBS5 to your basket (MCBS5 has a minimum of five masks per image) and email us your chosen photo to: firstname.lastname@example.org. If you would like us to source you a celebrity photo or to add a message to the back of the mask, please quote in the Special Instructions box upon checkout.
We will get back to you ASAP to advise if you're image is suitable. Images must be straight on, of very high quality and the original image taken on a digital camera (not copied from a social networking site). Please allow a week for delivery.