Cancellations
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 accomodate 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
- your order is for made to order goods such as inflated balloons that have already been made, we may be able to cancel the order but you would still be liable for the full cost of the goods, any delivery costs, assuming the order has not been despatched, may be able to be refunded
We are unable 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.