We use various couriers and Royal Mail for our deliveries. Prices are based on weight of the order. We will always aim to get your order out on the day it is received and from then would normally be with you within a week. This is dependent on stock available and your delivery area. Sometimes delivery may be delayed in certain remote locations. In these circumstances we will always aim to let you know of any delivery delays. If you do need your order quickly, please let us know in your order by putting a comment with the date they are required and choose the fastest delivery option available (Courier / Special Delivery).
Please select the most appropriate charge for your delivery area. Sadly we are unable to provide a guaranteed delivery date or time for your goods if 1st or 2nd class is chosen. Delivery is usually made between 8am – 6pm, Monday to Friday only but Royal Mail deliveries may arrive on Saturdays (but this is not a specific service we offer).
A signature will be required if choosing courier or Special Delivery. If no-one is available to sign for the delivery, a card will be left with instructions and the goods will be taken back to the courier/Royal Mail depot.
The option of 1st and 2nd Class Royal Mail will only be offered if your order is below 1kg in weight.
Please be accurate when entering your address details and provide a full address including postcode, as we cannot be held responsible for any delays or non-delivery that occur due to an incorrect address being entered when ordering. If you would like to add a special note to your delivery package, please include this in the ordering process and we will add the note to the package for you. Unfortunately we cannot guarantee the instructions will always be followed by the delivery person.
Sometimes there will be unforeseen delays due to acts of God, snow, floods, situations beyond our control, road accidents/closures, etc. When this happens we will always do our utmost to inform you of the delay as soon as possible and let you know when the goods will be delivered. We cannot be held responsible for these unforeseen circumstances and are unfortunately unable to offer a refund should these occur.
Once delivered at the given address, it is no longer the responsibility of Balloon Co. If the goods are accepted or signed for by someone other than the recipient, but not passed on, we cannot take responsibility for this or offer any refund.
We always do our best to get your goods to you in perfect condition and for them to be the items you have ordered. However, we understand that you may wish to return goods to us for a number of reasons. The following clearly explains our returns policy.
1. I have received faulty goods.
If any of the products you have ordered are faulty please contact us immediately. It may be that they seem faulty but in fact are fine – we should be able to establish what is going wrong on the phone. If they still appear faulty after this please return the items to us. They must be retruned to us within 7 days of receipt. If, on inspection, we find they are faulty, we will either refund you or send out replacement products. If we find there is no fault we will contact you and let you know. We will either be able to send the goods back to you (an additional delivery charge will apply) or can refund you for the goods as long as they are in perfect, packed and re-saleable condition. When returning your goods please quote your order number and inform us by email that the items have been sent. We recommend sending the items by a method which provides proof of posting and is ideally trackable by you – courier or Royal Mail recorded services. If we do not receive the items we will not be able to offer any refund or dispatch replacement items. You will be responsible for any lost items or packages that are sent to us but do not arrive.
2. I don’t need the goods after all.
If you do not need the items or change your mind, just return them to us (at your cost) in perfect, un-opened, re-saleable condition within 7 days and we will refund the cost of the product(s). Delivery charges are NOT refundable. If the items are sent by courier and you refuse to accept the delivery for them to be returned to us, a charge of £15+ VAT will apply for returning the goods. If there are multiple boxes refused, extra charges may apply.
We cannot offer refunds on, seasonal products, or party helium cylinders.
If you cancel you order before the goods are dispatched we will give you a full refund. If your order has already been prepared or is being prepared for dispatch there will be a charge for the cost of packing and administration. Minimum charge will be £5 + VAT.
Items that have been used or are out of their original packaging will not be refunded.
3. I have not sold the goods.
We do not work on a sale or return basis. If items were ordered for an event or stock and do not sell, we are not able to accept the return.
If the return is sent to us we will either return it to you when you next place an order with courier delivery or you can pay for the return to be sent back to you.
If we are able to accept the return there will be a charge for restocking and administration. The charge will be £5 + VAT or 20% of the product cost, whichever is greater.
4. I have been sent the wrong items.
If you have been sent the wrong items please contact us immediately and let us know what has been sent out incorrectly and accept our sincere apologies! Once it has been established that they are the wrong items, please return the goods to us in perfect, un-opened, re-saleable condition. Once received, we will either send out the correct products or offer a refund. When returning your goods please quote your order number and inform us by email that the items have been sent. We recommend sending the items by a method which provides proof of posting and is ideally traceable by you – courier or Royal Mail recorded services. If we do not receive the items we will not be able to offer any refund or dispatch replacement items. You will be responsible for any lost items or packages that are sent to us but do not arrive. If you need the replacement goods immediately another order has to be placed and once the goods are returned to us, a refund will be issued.
5. Refunds on disposable helium cylinders
No refunds are available on disposable helium cylinders once delivered as there is no way to establish if they have been used or not
6. Refunds on hire cylinders
No refunds are available on hired helium cylinders once delivered. All returned cylinders, even if full, are vented on return to the cylinder agent to ensure that no cylinder has been tampered with whist it has been out on hire. This ensures safe and reliable cylinders are provided to all customers.