- When will I receive my order?
- Can I return an item?
- I have made a mistake on my order.
- Do you have a contact email address?
- What is Priority Delivery?
- What is Standard Delivery?
- Can I track my parcel?
- Can I collect my order from you?
- Do you offer a Saturday Delivery Service?
- Do you offer Free Delivery?
- Can I have a VAT invoice?
- 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?
- When will a particular item be back in stock?
- What is the 10+ Price?
- Please can I have more information about a particular product
- Do you produce a printed catalogue?
- Can I send an order in the post with a cheque?
- Can you quote for large quantities?
- Exchanging Goods
- Can I open an account?
- I am organising a charity event; can I have a discount?
- I have a question about a personalised item
- Do you inflate balloons?
- I have placed my order twice, what should I do?
- Do you send goods outside of Europe?
- How do I inflate bubble balloons?
- How do I request a new celebrity mask?
When will I receive my order?
We aim to dispatch most orders within 1-2 working days. We have different delivery options available according to how urgent your order is including a priority delivery service. To view these options and find out when you can expect your parcel click here
Can I return an item?
We want you to be happy with everything you buy from us. If you are not completely satisfied with any* of the goods you purchase, please return them in their original packaging within 14 days and we will refund you. Please post your goods back to us enclosing our returns form.
For full terms and conditions, see our Returns Policy page.
*Please note that personalised items can only be returned if the goods are faulty
I have made a mistake on my order.
Please email email@example.com as soon as possible and we will endeavour to make the necessary changes and email you to confirm.
Do you have a contact email address?
What is Priority Delivery?
These orders will be dispatched either with Parcelforce or UK Mail on a signed for Trackable 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 placed 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?
Your order will normally be dispatched from us with Royal Mail within 2 working days. You need to allow approximately 5 working days for your parcel to arrive.
Can I track my parcel?
Only our Priority Delivery Service can be Tracked.
Can I collect my order from you?
You are welcome to collect your order from our offices, but we do not have a showroom so you will have to place your order online first and then select the 'Collect from us' option at the checkout. We will contact you when your goods are ready. Our opening times for collection are 9:00am to 5:00pm Monday to Friday - excluding Bank Holiday. Please look in the contact us page for a map of how to find us.
Do you offer a Saturday Delivery Service?
Your order can be upgraded to a Saturday delivery with Parcelforce for £ 9.95, please call our Sales Team for this option to be added to your order.
Do you offer Free Delivery?
Orders over £39 will automatically qualify for Free Standard Delivery
Orders over £95 will automatically qualify for Free Express Delivery
Can I have a VAT invoice?
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.
Will I get my order by my event date?
Your 'Event 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 email@example.com
I am looking for an item but I can't find it on your website, can you help?
If you are unable to find what you are looking for please email firstname.lastname@example.org.
When will a particular item be back in stock?
To be informed when an out of stock item will be back in stock, just 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.
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. This discount will be applied automatically when you add the items to your basket.
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 email@example.com and we will endeavour to provide the information you require.
Do you produce a printed catalogue?
Our Website is constantly being updated with the latest products so we no longer have a catalogue.
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 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 to us with your cheque.
Can you quote for large quantities?
Our prices are as advertised on the website. If you buy 10+ of any one item, you will automatically receive around 10% discount on the full quantity of that item.
If you require a very large quantity of an item, please email firstname.lastname@example.org and we will give you a quote.
We only offer refunds on faulty or unused goods
Can I open an account?
We do offer accounts to local authorities, schools and universities. Unfortunately, we cannot open accounts for individual customers, however you have the option of paying by Credit Card, PayPal, Cheque or Bank Transfer.
I am organising a charity event; can I have a discount?
We receive numerous requests for donations and sponsorship throughout the year. Unfortunately, it is not possible for us to provide donations or discount to everyone.
If you are organising an event for charity, please send an email to email@example.com and we will be in touch as soon as possible.
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 firstname.lastname@example.org
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 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 should last up to 8 hours. However, foil balloons can last up to 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 email@example.com.
Do you send goods outside of Europe?
Unfortunately, we do no not send goods outside of Europe.
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?
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 your 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.