Damaged Items
We prepare all orders with a great deal of care to ensure that they reach our customers in perfect condition.
On rare occasions, there may be an issue that affects your order, such as a faulty item or damage that occurs in transit.
Should this happen, we are more than happy to assist provided that the procedure, set out below, is followed to notify us of an issue with an order.
Our product range includes both perishable and non perishable items, it is the responsibility of our customer to notify us by email of a fault or damage to a product in the way set out below.
For perishable items such as Balloon in a Box orders and inflated balloons and products containing food, we require notice of damages or faults immediately on delivery and no later than 24 hours of your order being delivered. Your complaint should be made by email and accompanied by images to demonstrate the issue as set out below.
- at least one image showing the whole product, in the box it was delivered, clearly demonstrating the damage
- at least one image to show the box/mail bag the item(s) were delivered in and any damage to the packaging
- at least one image of the delivery label clearly showing the delivery address
- if your complaint is about an inflated balloon order, in addition to the above you must ensure that:
- balloons are imaged exactly as they were when delivered, i.e. attached to the ribbons and weight as it was when received,
- you do not amend or alter the balloons in any way,
- you do not remove any balloons from the bouquet
- you do not tamper with or try to fix balloons yourself
For all non perishable items, you must notify us of any damage within 14 days of the expected delivery date and accompanied by images to demonstrate the issue as set out below:
- at least one image showing the whole product, clearly demonstrating the damage
- at least one image to show the box/mail bag the item(s) were delivered in and any damage to the packaging
- at least one image of the delivery label clearly showing the delivery address
Where the relevant criteria is not met, or; the images supplied do not make it clear to us the issue, or; we cannot verify the fault from the images you supply, unfortunately the claim cannot be considered.
Damages and lost item claims cannot be considered when they do not meet this criteria or are raised outside of the timeframes set out above.
If you wish to exercise your legal rights to reject Products you must return them to us if we ask you to do so as set out in our terms and conditions.
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