Delivery-Returns & UKIMS

OUR B2B TERMS- Accpted at checkout

  UK MAINLAND DELIVERY

Delivery Terms – Next Day Service

• All balloon orders over £125.00 ex vat are FREE next day delivery. This does not include props as they have their own rates due to the size and weight. We price our props lower to help offset the shipping costs for you.

Please note, if your DPD order is placed very close to the 4pm cut-off time (e.g. within the final 5-10 minutes), we will always do our best to dispatch it with DPD. However, on rare occasions, it may be sent with Parcelforce instead  especially if the DPD driver arrives earlier than expected due to a heavy collection schedule. This is to ensure your order is dispatched. If this happens, you will automatically be refunded the difference in courier costs.

If DPD is essential for your delivery, we kindly recommend placing your order well before the 4pm cut-off to avoid any last-minute changes.Couriers are very strict with collection times. If your order comes in close to 4pm whilst it is very busy, this can impact on your delivery 100% dispatching with DPD. Where this happens your order will go Parcelforce and the difference in shipping will be refunded

All orders are sent on a next day service, which is labelled and booked as such, but next day delivery is never a 100% guarantee. Delays can happen outside of our control and the courier’s control, for example van breakdowns, depot issues, or severe weather.

You are advised to claim on your own insurance for any business loss incurred due to a courier delay outwith our control. We do not receive refunds from courier companies for delays. Couriers such as DPD do not refund us for late deliveries, nor do they advise recipients that we are liable to refund either. Both parties are not liable for any loss of business incurred, including the delivery charge.

The delivery charge paid is for the delivery service, and as stated by all parties in the transaction, is not guaranteed to arrive the next working day.

Dispatch times:

• Orders placed before 4pm (Monday to Friday) are dispatched the same day.

• Orders placed after 4pm are dispatched the next working day.

• Orders placed after 4pm on Friday through to Sunday are dispatched on the next working day.

ORDER BEFORE 4PM MON-FRI

We charge a flat rate and our courier aims to deliver within 1 business day- note this is not guaranteed by the courier for multiple reasons outside both parties control. Get in touch if there is still no delivery day 2. Please note we despatch every order 100% on time (within our power within our cut off time 4pm) and hand to the courier for next day delivery. Where an order for a prop comes in close to 4pm it may take extra time to ensure the prop is quality checked and packed securely- you will be notified via call or email if your order will dispatch the following day for that reason)  It is then up to the courier to deliver your order on time. The next day service is not guaranteed. Sometimes they may delay up to 1 business day for reasons out with our control, whether it be weather related, breakdowns, hub sorting issues or local depot issues. We will not be held liable for their delay in terms of refunding delivery fees. In some circumstances we can review your case on certain grounds e.g the parcel is severely delayed, lost or damaged. All parcels must be checked on delivery and any damages or missing items must be reported with 24-48hrs max to ensure your case is validated.

• Please note props are not included on before 1pm express services- next day only- Rates are set by the courier depending on size and weight. For All standard next day deliveries – We offer FREE shipping for all balloon order over £110 ex vat. (props/accessories have their own set shipping rates) Couriers aim for next working day delivery, however can sometimes be delayed a day for unavoidable reasons out of our control whether it be a truck breakdown, weather or courier depot mishaps. When required please use the courier app to keep updated with your shipment. If still not received by day 3, please contact sales@balloons4u.co.uk and we will escalate with the courier. Props are booked on a next day service however may take upto 2 working days due to the size and weight. We aim to get the props out the sameday however if the order comes in close to 4pm, sometimes this may not be possible due to the quality checks and packing times we have to take into consideration. In this instance you will be notified that your prop may ship the following working day.

• All orders are sent on a next day service fully tracked by DPD & DHL with rates set by the courier. The flat next day rate is £8.95 ex vat

• Note: DPD & DHL strive to deliver your package the next day, but Next-Day delivery service is never guaranteed by the courier as stated in their in the terms which means that shipping costs are not refundable, regardless of the duration of the delay.

  Next day (or expedited) delivery which gives your parcel priority to ensure delivery by the next working day.

• We despatch 100% of orders on time. Although the couriers aim to delivery next day please note as above this is not guaranteed. Sometimes the courier may delay for many reasons out with our control whether it be weather or vehicle related. We will not be held liable for any loss between you and your client as a result of a courier delay. We do not recuperate compensation from the couriers for delays, only lost parcels. Therefore we cannot unfortunately refund your delivery fee if the courier delays it a day. Please ensure you order in good time. We can however claim for Express deliveries, e.g weekday and Saturday deliveries that are delayed and pass on the refund once received from the courier.

• All balloon orders over £125.00 ex vat are FREE next day delivery. This does not include props as they have their own rates due to the size and weight. We price our props lower to help offset the shipping costs for you. Min Order Value is £30 Ex Vat + Delivery Charges.
• Order before 4pm Monday to Friday for same day despatch – next day delivery. Cost £8.95
• Orders after 4pm despatch the following working day for next working day delivery from date of despatch.
• DPD Express Before 12:30pm : Order Before 4pm Mon- Thu for next day delivery guaranteed before 1pm- Cost £10.95 ex vat
• DPD Express Before 10:30pm : Order Before 4pm Mon- Thu for next day delivery guaranteed before 10:30pm Cost £19.95ex vat
• DPD Express Saturday Delivery Order Before 4pm Friday for guaranteed delivery Saturday (Note Saturday delivery can be anytime from 9am to 6pm) Cost £12.50 ex vat
• DPD Express Pre 1pm Saturday Delivery-Order Before 3pm Friday for guaranteed delivery Saturday before 12:30pm Cost £24.95
• UK Highlands / Islands & Northern Ireland please allow an additional day for delivery.

UK DELIVERY OF NEON SIGNS & PROPS

Please all all props are QA tested prior to dispatch- Please ensure you test all props upon receipt of delivery and notify us within 24 hours if any faults. Failure to do this will fall outside of our B2B terms and conditions accepted at checkout. This can in turn void a return if you experience issues further down the line. If your parcel is received on the POD as damaged we must be informed right away so we can provide evidence to the courier. Please ensure you take pictures of the damaged box/contents together with the label and send in reply to your order confirmation. 

Please note due to size and weight, delivery costs for Neon Signs & Props are calculated separately from balloon orders, therefore no free delivery unfortunately can be offered on Neons & Props.

• Neons & Props Delivery costs range from £10 to £50 . Rates are determined from the weight and size and costs agreed to us with the couriers.
• Where more than one prop and/or neon sign is ordered to the same delivery address: depending on weight/size and whether they can be sent together we can consolidate and reduce shipping.
• Please get in touch as we may be able to assist with reduced delivery rates for 2 items as some may be able to ship on 1 pallet.

UKIMS & CUSTOMS

We hold a valid UK EORI number for exports. If you are an EU business, your local EORI number may be required by customs. If you are ordering to a residential address, no EORI number is needed. All customers outside the UK are responsible for any import VAT, duties, or clearance fees charged by their local courier. We also hold a valid UKIMS number, ensuring smooth trade and customs compliance for deliveries to Northern Ireland.

SUMMARY – RETURNS POLICY

All Returns must be authorised by us. Failure to adhere to this void a return request being granted. Any returns sent without approval , no refund will be issued on receipt of stock. If we shipped your order and you reject it no refund will be granted unless the return is authorised.

Please ensure you read the below terms prior to purchase. As we operate a business-to-business (B2B) transaction, it is governed by different regulations than consumer sales. Under B2B legislation, there is no automatic right to return goods due to change of mind or product expectation. Our terms reflect this and are clearly stated at checkout and on our website. We remain committed to fairness and transparency in all B2B dealings

Balloons & Accessories  :

Purchases are B2B, therefore there is no automatic consumer right to cancel or return goods due to change of mind, overstocking, ordering in error, product expectation, unused stock or unwanted items.

Please ensure you order in good time. We meet our same day despatch obligations 100% on time, every time. Unfortunately, we cannot accept returns for delayed orders where the delay is caused by the courier and is outside of our control. Sometimes the courier may delay delivery by up to 1 working day for multiple reasons outwith our control.

1. If we are late despatching your order, this will be communicated to you on the same day you ordered by replying to your order confirmation. From there, you can decide whether you wish to cancel the order before it leaves us.
2. If your order is delayed by the courier, please notify us immediately the day after the failed delivery date. We can then help you track your order.
3. We only accept balloons back where we have made an error picking your order, sent you too many items, or where a return has been authorised by us in writing.
4. If you have ordered the wrong balloon item, please contact us as soon as possible. At our discretion, we may authorise the return of unused, unopened balloons in their original packaging within 14 days of delivery. This does not create an automatic right of return.
5. Where a return is approved and there is no fault on our part, the customer is responsible for arranging and paying for return shipping. The customer is also responsible for the goods arriving back to us safely, unused, unopened and in resaleable condition.
6. A cancellation, administration or restocking charge may apply to approved unwanted returns, cancelled orders after picking or packing, refused deliveries, or goods returned where there is no fault on our part. This charge will be £5 plus VAT, or 20% of the product value excluding VAT, whichever is greater.
7. Once the returned goods have been received and checked, we will issue a store credit to your Balloons4u account or refund to your original payment method for the approved goods, excluding postage and any applicable charges.
8. Any issues with goods supplied must be reported within 2 days of delivery.
9. Claims made outside of this timeframe may not be accepted.
10. Where a fault is reported, we reserve the right to request supporting evidence and/or return of the goods for inspection.
11. No refund, credit or replacement will be issued until the goods have been assessed.
12. Where a fault is confirmed, we will, at our discretion, offer a replacement, credit note or refund.
13. Our liability is limited to the value of the affected goods supplied, and this shall be the sole remedy available.

Your are advised to claim on your own insurance for any business loss incurred impacted from a courier delay out with our control. We do not receive refunds from courier companies for delays. Delays can occur out with our control and the courier’s control. Both parties are not liable for loss of business incurred. All Orders are sent on a next day service( however next day is not a guarantee as per the above , dispatched on the next working day if ordered after 4pm and sent on the same day if ordered before 4pm. Orders placed after 4pm On Friday through to Sunday will be sent on the next working day.

Product Recalls

If a product is subject to manufacturer recall or withdrawal after dispatch, affected customers will be notified and a refund or credit will be issued for the affected goods only.

As this is a business to business sale, original carriage charges are non refundable where delivery has been completed as agreed.

Our liability is limited to the invoiced value of the affected goods only.

Accessories, Neons & Props : If there is an issue with your prop or damage from the courier to your outer box or contents, get in touch immediately on the same day/next day of delivery with photographic evidence and video footage if possible in order for us to advise further. Failure to provide immediate evidence of courier damages can result in loss of claim, replacement  or refund. We will not be held liable for deliberate damage made to any prop or electrical goods before or after your setups. When returning props we require images of them boxed and labelled prior to collection or returning. Please inspect & test all all products on the day delivered and get in touch asap if there are any issues. Sometimes it is as simple as a faulty plug fuse or a prop that the receiver has incorrectly assembled. We cannot refund or replace props that have been used or that have not been inspected within 24hrs of taking delivery. Please inspect & test all all electrical products on the day delivered and get in touch asap if there are any issues. Sometimes it is as simple as a faulty plug fuse. We check all electrical props prior to sending to ensure there are no faults.

For all delivery issues, lost, damaged firstly please notify us immediately within 24 hours to sales@balloons4u.co.uk or fill out our contact form contact us. All damaged parcels where the box is delivered damaged must be signed for as damaged with the courier. We will only accept returns on goods which are faulty or damaged  by the courier in transit and returned to us within 14 days as per our returns policy detailed below; Any electrical fault outwith the 14 days are non returnable. This also applies to on sale items as detailed below

Please note personalised or custom-made products (e.g. props, neon signs), are not eligible for exchanges unless they are defective or damaged. Please do not return any items without getting in touch first. Please get in touch within 14 days of receipt of your order to request a return unless damaged or lost then please contact us immediately within 24 hours on the delivered/scheduled delivery date. Failure to get in touch immediately regarding lost or damaged deliveries will be treated as a late claim and treated as invalid.

LOST MISSING & DELAYED PARCELS

Our courier partners DPD & DHL have strict measures in place to ensure a parcel which is lost or missing is investigated.  Please note our courier charge on this website does not include extra insurance for parcels sent. If not delivered the next day we can help you push it through the network. Couriers experience many delays out of our control and do not guarantee next day delivery as a result of this, eventhough it goes on this service, We do not refund shipping fees based on courier delays nor are liable for loss of business from your client. We advise ordering in good time just in case there are courier network/depot issues.

SAFE PLACE

• It is extremely important you select your safe place if you are not going to be available to receive your parcel. The couriers will only attempt the delivery 3 times then return to sender. At this point for the parcel to be sent out again if desired, this will include another delivery charge and the cost of the parcel being returned to us, which will be invoiced to you prior to the parcel being sent out again. We will not be held liable for any loss where all procedures  stated are not carried out by the recipient. It is then up to the recipient and the courier to ensure instructions are adhered to for the safe arrival of the parcel. Once we have shipped the parcel we have upheld our end in line with our terms and conditions.

LOST PARCELS/ MISSING

• Where parcels are not delivered  they need to be investigated immediately. The courier will investigate fully and determine the  outcome. they will try to locate your parcel with an explanation and where they can find it within their network they shall attempt to redeliver it the following working day.  Where parcels are a total loss , again the courier will confirm this in writing.  It is important you report immediately and follow the DOR request below immediately to avoid disappointment.
• Parcels which are  investigated and deemed lost by DPD, they will send you a DOR to sign. ( Deceleration of Non Receipt). On receipt of this letter it is extremely important you sign this , take a picture of it email sales@balloons4u.co.uk in response to your investigation email quoting the order and tracking number. On the same day or next day you must post your signed letter back to DPD. This ensures the claims process is fully acknowledged.  Failure to follow these steps results in DPD closing the case thus no refund for the lost order.
• Please note we cannot send a duplicate parcel out whilst the courier conducts a lost or missing parcel investigation. This can take upto 3 working days. We work hard with the couriers and will help where we can within our guidelines. We do not receive compensation from the courier companies for late deliveries and cannot recuperate the total cost of goods lost. Please purchase your own separate business insurance to avoid disappointment in the event of the courier losing your parcel. Once we have shipped the item the parcel and it’s delivery is between the recipient and the courier. In the event the parcel is lost and found and then returned to us we can then issue a refund. Alternatively it may be delivered to the recipient- at this stage we would seek a refund from the courier for the delivery charge and pass this carriage refund on to the recipient.

RETURNS | DAMAGES

If there is damage to the outer box of your purchase, please immediately take pictures and record a video of the unopened delivered damaged box and let us know within 24 hours. Failure to report faults or damages within 24 hours of delivery may affect your claim.

If the outer box is intact but there is damage to the contents, please also photograph and video the contents clearly. We need this evidence to support any claim with the courier. If the courier loses your parcel, please notify us immediately of non delivery within 24 hours.

We check all applicable items before dispatch and ensure goods are packaged properly and sent in sound condition. If a return is requested due to change of mind, unwanted goods, ordering in error or product expectation, the return must be authorised by us in writing before any goods are sent back. You will be responsible for the return courier costs and the risk of loss or damage during return transit. Any approved unwanted return may also be subject to the cancellation, administration or restocking charge detailed in our Returns & Cancellations section.

All these terms are accepted by you when you agree to our terms and conditions at checkout.

Any issues with goods supplied must be reported within 2 days of delivery.

Claims made outside of this timeframe may not be accepted.

Where a fault is reported, we reserve the right to request supporting evidence and/or return of the goods for inspection.

No refund, credit or replacement will be issued until the goods have been assessed.

Where a fault is confirmed, we will, at our discretion, offer a replacement, credit note or refund.

Our liability is limited to the value of the affected goods supplied, and this shall be the sole remedy available.

Please immediately send sales@balloons4u.co.uk images of the damaged box, a clear image of the shipping label and any other images or videos which are relevant. The more evidence we have for the courier company, the better the outcome for all parties. All information must be submitted within 14 days.

RETURNS & CANCELLATIONS

If an order is cancelled after it has been picked, packed, and prepared for collection, or once it has entered the courier network, or is refused at the point of delivery, the following applies.

This also includes consignments delayed by the courier due to circumstances outside of our control.

We reserve the right to apply an administration charge of £5 plus VAT, or 20% of the product value excluding VAT, whichever is greater.

This charge is to cover the costs and losses associated with cancelled or returned orders.

(BALLOONS) IMPORTANT: We will only accept balloon returns if we have made an error picking your order. As detailed in our terms we will not refund for delayed goods due to courier delays out-with our control. The next day service offered by couriers is not a guarantee.. orders should be placed in sufficient time for your business needs in case of depot or in transit delays. We have a strict process in place prior for shipping to ensure there are no damage to the balloons and/or discrepancies upon receipt on your order. If however you have made an error purchasing the a wrong item(s) please place a new order and return the balloons unwanted as soon as possible within 14 days as above. Where there is the odd fault with a foil balloon please understand we are solely the distributor and not the manufacturer. If a product is faulty, there would be a batch fault of 1000’s on that batch/production line where you must contact the manufacturer and copy us in. Where you do have a minimal quantity of foils that are faulty and you have purchased many, you may return all of them or a refund at your shipping expense. We shall then check on receipt and issue a refund.

 Items which are received and unwanted including props the same charge applies+ the cost of collecting where goods are returned unwanted. Balloons4u will only cover the cost of the return where we send goods in error or are not of sound quality fit for purpose in line with business to business legislation. Please ensure you read this legislation when accepting our terms and conditions at checkout.

(NEONS/PROPS/ACCESSORIES(Non Balloon Items) IMPORTANT: Please ensure you are aware of B2B legislation and read all our terms prior to checking out. We cannot be held liable for props being used at events and then reported damaged on defective. At the same time we will not be held liable for repair costs. All our terms are accepted at checkout and in line with UK consumer legislation. We check all props non electrical and electrical prior to dispatching. Any issues must be made aware to us within 24 hours in order for us to process a return/refund where an item is defective. If there is a fault with the product on day of delivery this must be recorded on video in order to show it is defective before it is used at an event. We will not be held liable for loss incurred due to a courier delay or on time delivery. Your are advised to claim on your own insurance for any business loss incurred impacted from a courier delay out with our control.

If an error occurs on our part such as dispatching incorrect items or a significant delay in fulfilment due to warehouse handling we will take full responsibility. In such cases, returns may be authorised, and we will cover all return shipping costs.

However, if a return is approved in circumstances where there is no fault on our part (e.g., change of mind or the product not meeting personal expectations), the customer is responsible for both arranging and covering return shipping. Additionally, re-stocking charges will apply as outlined above for balloons and below for props ranging from 5% to 20% depending on the item type.

Slight colour variations may occur due to different lighting, screens, and manufacturing batches, and are not considered a fault. Additionally, we do not offer returns or refunds for a change of mind or wrong decision. Where a return is granted whereby there is no fault on our part with the service and/or product -a charge of 20% of the total cost will be applied( restocking/admin) to the refund- the recipient is responsible for all return shipping costs. Goods must arrive back to us in their original sound and selling condition.

Please note personalised or custom-made products (props, neon signs), are not eligible for returns unless they are defective or damaged. Please inspect your order (photograph/video) upon receipt and contact us immediately if the item is defective, damaged or if you have received an incorrect item, so that we can evaluate the issue and sort it straight away for you. We check all electrical props prior to sending to ensure there are no faults.

If the above criteria is met, you may request to return

• You may get in touch for authorisation to return to the below address. Failure to have a return request approved and send goods back unapproved will void any refund request. The recipient is responsible for shipping costs on this occasion , no uplift will be made at our expense whereby we have upheld our delivery commitment and these terms and conditions have been accepted at checkout. Sales will email you the returns address upon your return being approved.
• Your item(s) must be in their original condition, unopened and in their original packaging upon receiving it. You are also responsible for the costs and security of the return dependent on the scenario ( you will be advised where we are expected to uplift, e.g a damaged or faulty prop). If the courier is at fault for the non delivery or damages we can then raise a courier claim and a DOR with the courier for them to process a shipping and/or order refund together with all your evidence to help process the refund. This can take upto 3 weeks.

REFUND POLICY 

PROCESS OF RETURNED GOODS – We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please allow from 5 up to 14 days for the refund to appear in your account from the date your refund was processed from us. Specifically during bank holidays, sometimes it can take longer  for your bank or credit card lender to process the refund to your account.

START A RETURN

Please follow the steps below to process your return:

1. Use the sales email on your order confirmation and reply to your order confirmation to provide your details, order number and the reason for your return.
2. We will ask for photographic and/or video evidence depending on the issue. Once we have approved your return in accordance to our terms and conditions you will receive an email to confirm your returns request. Failure to adhere to this void a return request being granted. Any returns sent without approval , no refund will be issued on receipt of stock.
3. Pack the item securely in its original packaging and include a copy of your invoice/packing note. Send the item(s) to the address provided by our customer service team. You are responsible for the shipping costs and the risk of loss or damage during transit therefore please send recorded delivery.
4. Once we receive your return, we will inspect it and issue a refund according to our return policy. Please allow up to 14 days for the refund to appear in your account.

EXCHANGES

If you have ordered a wrong colour or quantity of balloons, please first get in touch to advise us, then place a new order and immediately send the unopened, undamaged items back to us recorded delivery (You can then opt for store credit or a discount code off your next order if preferred). This is the quickest way to get the items you require. We do not exchange or refund items purchased for any other reason unless damaged as explained above. All items must be accessed and returned in reference to our policies detailed above.

NON RETURNABLE ITEMS

Unfortunately, we cannot accept returns on sale items, offers, discounted props and offers or gift cards.

All sales are final on sale items, discounted items, promotional stock and gift cards. Any items supplied free of charge or at a reduced rate as part of an offer are sold in sound condition and are not eligible for refund or exchange.

All props and accessories are strictly non-returnable after 14 days from delivery. We must receive photo and video evidence within 24 hours of delivery if there is any damage or fault. You must check all items are working on the day of delivery. All props are fully tested and confirmed in working condition prior to dispatch. After 14 days, we do not accept returns, refunds or exchanges for props under any circumstances. Any faults or issues arising after this period are the responsibility of the purchaser.

As this is a business to business transaction, you agree that you are responsible for arranging any repairs, maintenance or servicing of props. Any claims for damage, malfunction or loss after use must be made through your own business insurance provider. We do not offer ongoing warranties or guarantees beyond the initial 14 day period.

Personalised or custom made products, including props and neon signs, are non returnable.

Balloons that are overstocked, unused or unwanted are not eligible for return. As stated above, balloons and props are non returnable unless they qualify within the 14 day fault reporting period.

By placing an order, you accept and agree to these terms in full.

PAYPAL

Paypal Pay in 3 : Please note sometimes Paypal will randomly hold your order payment for up to 24 hours. This is out of our control as Paypal perform security checks on their platform to mitigate fraud etc. In this case we cannot process the order until it is confirmed by Paypal. We will notify you if your order is on hold to avoid any mishaps. You can also get in touch with Paypal and ask they release the payment to speed up the order/delivery process.

KLARNA

Klarna is offered by Klarna- For any Klarna issues you must contact Klarna.

SALE ITEMS / DISCOUNTS

Sale items are non returnable unless damaged by the courier upon receipt. Member and Academy Discounts are at the discretion of management and may be removed at anytime without notice. Discounts are not offered on props or accessories and are for balloons only. Sometimes we may run discounts on selected items which will be displayed on social media and/or the website.

We appreciate your business and your feedback. If you have any questions or concerns, please do not hesitate to contact us or contact sales@balloons4u.co.uk.

Please note all terms are accepted at checkout when you are checking out . It is up to you to check our terms & conditions and tick that box before placing an order. Please ensure you are happy with the above before proceeding. Please order in good time to avoid disappointment.

Please enter the below at checkout on your balloon orders only to claim the discount;

CODE 15OFF  FOR 15 OFF ORDERS £250 + VAT

CODE 25OFF FOR £25 OFF ORDERS £400 + VAT

CODE 45OFF FOR £45 OFF ORDERS £650 + VAT

CODE 80OFF FOR £80 OFF ORDERS £1000 + VAT

CODE 150OFF FOR £150 OFF ORDERS £1500 + VAT