Cancelling an order

An order is a firm commitment to purchase goods and services via our website, by placing an order via our website you make a firm commitment to purchase the goods you have ordered and be bound by our terms and conditions.

If your order hasn’t been despatched; or; where the items are made to order or personalised items, if your order has not been made, our Customer Service team may be able to cancel your order for you. Whether we are able to cancel your order will depend on the nature of the items in your order and the delivery method you chose.

You must make us aware that you want to cancel your order at least 1 working day before your order is to be despatched. To check if we’re able to cancel your order, you must send us an email. Your cancellation email must include your order number and expressly state that you wish to cancel your order.

Our team will respond to your cancellation request and confirm whether we are able to cancel your order, advising you of any associated charges, if applicable, that this cancellation will result in. We are unable to cancel orders on the day of despatch. Requesting that we cancel your order does not mean that we are able to do so, however, we do our best to accommodate cancellations requests where possible.

Where you have ordered goods from our website that are out of stock or we are not able to fulfil your order as it was placed, we may need to cancel part or all of your order. We will make you aware of this by email.

In certain circumstances, we may be able to cancel part but not all of your order for example where:

• your order includes personalisation that we have already prepared but not created the rest of the order, we may be able to cancel the rest of your order, but you would still be responsible for the cost of the personalisation
• your order includes a gift message that has already been prepared, we may be able to cancel the rest of the order, but the cost of the gift message would not be able to be refunded

We are unable to cancel an order where it:

• has already been despatched
• is a made to order item (such as an inflated balloon) and has already been made
• includes personalisation or a gift message that has already been made and attached to your product

If we are unable to cancel your order, it will be delivered to you and you may be able to return your order to us for a refund, certain items are not returnable, please see our returns section for more information about returning an order.

• Do you ship internationally? 

We currently only post to the UK.

 

• I never received an order confirmation- did you receive my order?

Each order is sent an order confirmation via email, addressed to the account you used to pay for the purchase. Please check your spam or junk mail folder if you don't receive a confirmation within an hour of making your purchase. If you do not receive a confirmation, your transaction may not have been completed. Please email us to verify.

 

• I forgot to order something - can you add it to my order?

We will try! Please email us ASAP!

 

• When my order will be dispatch?

The dispatch date of your order will depend on the products that you order, as set out below.

For most items, where an order is completed before 1pm Greenwich Mean Time (GMT), your order will be dispatched on the same working day (working days are considered to be Monday-Friday, excluding UK Bank Holidays).

Orders completed after 1pm GMT are dispatched the following working day.

• Who delivers the Bride and Baby party’s Parcels?

We use Royal Mail as our UK delivery provider. 

If we are sending a large parcel or something that needs to go very quickly we may use a courier company such as DPD.

• What time will my order be delivered? 

For orders sent via Royal Mail, unless you select a timed delivery service your order could arrive between 6am and 6pm. For orders sent via DPD your order will typically arrive anytime between 8am and 9pm, DPD will notify you via text and email of a one hour delivery window on the day they are due to deliver you order (please ensure you leave these details accurately at checkout, otherwise you will not receive this notification).

• The tracking on my order says it was delivered, however I never received it - what should I do? 

Once the package has left our warehouse, it's more effective to contact the courier directly. Have your tracking information handy so they can help you track it down. 

 

• I received my order and one of the items is incorrect/missing/damaged, what should I do?

We apologize if there's been an issue with your order.  Rest assured, we're committed to resolving this matter promptly. To assist us in addressing the issue, please provide details regarding the item you ordered and what you received instead. It's important to report any missing, incorrect, or damaged items to us within 7 days of receiving the package. Additionally, kindly retain all contents of the package as we may require photos of the damaged parcel to proceed with any necessary claims. Thank you for your cooperation.

For damaged or faulty orders, please follow these steps:

• Send us an email at partyshoweruk@gmail.com with your order number and a photo as proof of damage.
• We will review your email and confirm the next steps to either arrange for a refund or a replacement product.

If you have any other questions or concerns, please don't hesitate to contact us at partyshoweruk@gmail.com

Please send all returns, including your order confirmation, to the following address: Bride and Baby Party, 20 Yates Close, Newcastle upon Tyne, NE12 6EJ. 

 

• I gave you the wrong shipping address. Can you change it?

We despatch all orders to the address exactly as you provide when making your order. Please thoroughly check the delivery address to ensure that it is accurate and includes:

a House Name/Number
Road
Town
Postal Code

We are unable to accept responsibility for an order not being delivered or being delayed as a result of any incorrect information being provided by you when your order is placed.

If you make a mistake in the delivery address after you place an order, it is your responsibility to notify us of this by email immediately, making it clear what the error is and the correction required. We will, where possible correct such mistakes however, this can only be done if your order not already been despatched.

Before placing an order, it is your responsibility to make sure that the delivery address you provide is accessible to the courier. Certain addresses, for example a business address, may have special arrangements in place with couriers that may result in a delay or an item not being delivered. We are unable to accept responsibility for delays or non-delivery that arise as a consequence of this circumstance.

• What happens if I added the wrong personalisation or chose the wrong item/size?

If you choose the wrong item or add the wrong spelling, year, name or any other personalisation in your order, please contact us as soon as possible.

We are super speedy at getting orders out, so if you don't check your order confirmation e-mail straight away, there is a chance we may have already printed and pressed your order, which is then non-changeable and no refunds can be processed.

Please do take care when entering any details to avoid any errors or mistakes.

 

• Are the foil balloons delivered filled with helium?

Our foil balloons are not supplied filled with helium

 

• Will you share or sell my personal information with anyone?

Rest assured, we solely utilize your information for shipping purposes and to reach out if any queries arise regarding your order. Your name, email address, and contact details are strictly confidential and will not be disclosed to any third parties unless mandated by law. Your privacy and confidentiality are of utmost importance to us.