FAQs

FAQs (Frequently Asked Questions!)

Are You operating at the moment with Coronavirus?

We're open for business, but have been with reduced working hours due to reduced staffing, where we have had to implement additional Covid-Secure work procedures and practices. Please allow plenty of time for us to process orders, and let us know when you need your orders by.


We've moved warehouse back in April 2018!


 

Where did you move to?

We've moved down the road to a new larger warehouse. Our postal (administration) address is now:

Balloon Supply & Distribution Ltd.
Suite 1, 21 Farncombe Street
Godalming
Surrey
GU7 3AY

Our delivery/collection address will now be:
Balloon Supply & Distribution Ltd.
End of Owen Road
Farncombe, Godalming
Surrey
GU7 3EN

Our old address may still appear while we update all our systems.

Can we call in?

Due to Coronavirus, we are not currently allowing customers to call in.

Have you changed phone numbers?

Our phone number is the same (01483 808 121).

Placing orders


 

Do you have a minimum order?

No, we've scrapped out minimum order. We found it was too restrictive when sometimes customers needed something urgently. We've also reduced the minimunm order quantity across the range.

 

How quickly will I receive my order?

If we have all the stock for your order, we aim to get it out within 48 hours, however, seasonal demand may extend this by up to an additional 24 hours. Packaged orders may also take an additional 48 hours to process. We will notify you where necessary. Orders are dispatched once payment has been taken.


What happens if an item is out of stock?

Sometimes, we may need to order an item in, typically, orders are placed on a Tuesday for delivery a week later. We will notify you if there are any items out of stock, and when they are likely to come in. Occasionally, there may be a production delay, and the item isn't available for a while. We will try and notify you when we expect the item to become available again.


Where items are listed out of stock on our website, you may still order them along with the rest of your order. In this case, we will send on the missing item as soon as they come back into stock, and won't charge carriage for the backordered items. We are now putting availability dates on out of stock items when we know a delivery is due in. Please be aware, that sometimes deliveries can be affected a day or so.

 

How can I make payments?

We can take credit or debit card payments over the phone (Call 01483 808 121) or by PayPal.

For PayPal payments, we will first pick the order to ensure that everything is available and in stock. We will then generate a PayPal invoice to the email address that you provide when you checkout, which will be sent directly from PayPal.

 

Can I change or cancel my order?

Yes. Once your order is placed, please contact us by phone to let us know of any amendments that you require, or if you want to cancel the order. If you have placed the order out of hours, please send us a message using the contact form so we can take the appropriate action.

 

Product Questions


 

Are balloons sold loose or packaged?

Foil balloons are sold loose by default, but can be packaged for a small additional fee. Click on the product page of the item you want packaged, and select the Add Package option. You will see when you add the item to the basket that it will now include the packaging option. You can mix loose and packaged items in the basket, as it is able to dustinguish between the two.

 

Shipping Questions


 

What are UK mainland and UK remote locations?

UK Mainland covers England, Wales, and Scotland (not Scottish Highlands & Islands). Standard service to UK mainland is next day.

UK Remote Locations are:

  • Northern Ireland (Two day standard service – Parcels only)
  • Scottish Highlands (Two day standard service – Parcels only). Covers the following postcode areas: AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19036, PH30-41, PH49-50
  • Scottish Islands (Two to Five day standard service – Parcels only). Covers the following postcode areas: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA2-, PA41-49, PA60-78, PH42-44, ZE1-3
  • Channel Islands (Two day standard service – Parcels only)
  • Isle of Man (Two day standard service – Parcels only)
  • Isle of Wight (Next day standard service – Parcels only)


What is Carriage Paid?

UK Mainland orders placed from 15 March, 2018 need to meet a minimum of £135+VAT to qualify.

Shipping is by DPD Local's standard service, but in the future intend to provide Royal Mail as a discounted shipping option alongside courier shipping. This will show in checkout when available.

If you require a special shipping service such as Saturday delivery, or before midday, please contact us with your requirements - A shiping charge is likley to apply.

Customers in the EU and rest of the world are not entitled to free shipping, and shipping prices are quoted when the order has been picked due to volume and weight information required by our courier.

 

What postage/shipping services do you offer?

We currently use DPD Local for sending out our orders. They have proven reliable over the years, and offer exceptional flexibility with deliveries along with reasonable value for money.

We are investigating use of Royal Mail, which would be particularly suited to deliveries of small orders, especially to certain parts of the UK (UK Remote Locations) such as Northern Ireland, Scottish Highlands and Islands, Channel Islands, etc.

 

What are your costs for postage?

UK Mainland courier (DPD Local) starts from £5.25 for small orders up to 1kg. From £5.80 for orders up to 5Kg (non-bulky items), and from £8.15 for parcels up to 10kg (+30p/kg thereafter). We will confirm prices once your order has been picked if it is over £5.25. Bulky items such as balloon weights, ribbons and packaged balloons may contribute to higher shipping costs.

UK Remote Areas:

We are currently investigating using Royal mail as an economy service alternative to our courier (DPD Local). Current courier prices are as follows:

- Scottish Highlands & Isle of Wight are two day courier (DPD Local) standard service starts from £14.08 for up to 10kg (+36p/kg thereafter).

- Northern Ireland two day courier (DPD Local) standard service starts from £15.76 for up to 10kg (+73p/kg thereafter).

- Scottish Islands, Channel Islands, Isle of Man and Scilly Isles are two day courier (DPD Local)standard service starts from £20.26 for up to 10kg (+69p/kg thereafter).

We need to quote shipping costs for EU and rest of world customers, done once the order has been picked due to weight and volume factors that may affect price.

 

How is my order packaged?

Small orders are packed into ExpressPak 1 or ExpressPak 5 plastic envelopes, whereas larger orders are packed in cardboard boxes. Orders being shipped to UK Remote Locations will usually go as parcels.

 

How can I make payments?

We can take credit or debit card payments over the phone (Call 01483 808 121) or by PayPal.

For PayPal payments, we will first pick the order to ensure that everything is available and in stock. We will then generate a PayPal invoice to the email address that you provide when you checkout, which will be sent directly from PayPal.

 

Can I change or cancel my order?

Yes. Once your order is placed, please contact us by phone to let us know of any amendments that you require, or if you want to cancel the order. If you have placed the order out of hours, please send us a message using the contact form so we can take the appropriate action.