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Delivery & Returns

UK MAINLAND DELIVERY

  • All orders are sent fully tracked by DHL with rates set by the courier.
  • Order before 1pm Monday to Friday for same day despatch – – next day delivery.
  • Orders after 1pm despatch the following working day for next working day delivery from date of despatch.
  • Note DHL do not deliver weekends. If order arrives Friday before 1pm you shall receive your order Monday. Orders received after 1pm Friday will despatch Monday for Tuesday Delivery.
  • We shall introduce Saturday deliveries in due course.
  • UK Highlands / Islands & N.Ireland please allow an additional day for delivery.

UK DELIVERY OF NEON SIGNS & PROPS

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

 

SUMMARY – RETURNS POLICY

Balloons : Purchases are B2B therefore we do not accept returns of balloons overstocked, ordered in error, unused or unwanted. Please ensure you order in good time- we meet our same day despatch obligations policy 100% on time, every time, unfortunately we simply cannot accept returns for delayed orders. Sometimes the courier may delay upto 1 working day for multiple reasons out-with our control. If we are late despatching 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. If for any reason your order is delayed, please notify us immediately the day after the failed delivery date. We can then help you track your order.

We only accept balloons back if we make an error picking your order or sent you too many which are not wanted. If that is the case easiest way is to re-order contact us and return recorded delivery. We will issue a store credit on your Balloons4u account or refund to your original payment method.

Accessories, Neons & Props : If there is damage from the courier to your outer box or contents, get in touch immediately on the same 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 and refund. We will not be held liable for deliberate damage made to any prop or electrical goods before or after your setups. 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.

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;

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.

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 24hours. If the outer box is intact but there is damage to the contents please also video and photograph this too. We need proof to claim with all couriers. Alternatively if the courier loses your parcel please notify us immediately of non delivery within 24hrs. We check all props before sending out and ensure all is packaged properly and all is in sound condition. If you for any reason change your mind then you are liable for courier returns costs. You are also liable for any expenses incurred if the items arrive back to us damaged or go missing. All these terms are accepted by you when you agree to the terms and conditions at checkout.

Damages – Please send a request to return within 14 calendar days of receiving your delivery. 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. If the courier is at fault for the non delivery or damages we can then raise a courier claim with all your evidence to help process the refund.

(BALLOONS) IMPORTANT : We will only accept balloon returns if we have made an error picking your order. 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.

(NEONS/PROPS) IMPORTANT: 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.

REFUND POLICY PROPS 

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 up to 14 days for the refund to appear in your account. Specifically during bank holidays, sometimes it can take longer  for your bank or credit card lender to process the refund to your account.

EXCHANGES

If you have ordered a wrong colour or qty of balloon, 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 or gift cards. Personalised or custom-made products (props, neon signs), are not eligible for return unless they are defective or damaged. Balloons overstocked, unused or unwanted are not eligible for return,

PAYPAL

Paypal Pay in 3 : Please note sometimes Paypal will randomly hold your order payment for up to 24hours. 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. We add a surcharge to every Klarna to offset the high costs involved in offering Klarna as a payment method.

START A RETURN

Please follow the steps below to process your return:

  1. Use our contact form to provide your details, order number and the reason for your return.
  2. We may sometimes ask for photographic and video evidence depending on the issue.
  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.

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.

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Please note all terms are accepted at checkout when you are checking terms & conditions box before placing an order. Please ensure you are happy with the below before proceeding. Please order in good time to avoid disappointment.

We charge a flat rate and our courier aims to deliver within 1 business day. Please note we despatch every order 100% on time and hand to the courier for next day delivery. It is then upto the courier to deliver your order on time. Sometimes they may delay upto 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 hrs-48hrs max to ensure your case is validated.

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