Shipping & Returns
CURRENT SHIPPING UDATE
Please note some couriers are currently experiencing occasional shipping delays. We cannot currently guarantee shipping times.
We are dispatching your orders extremely swiftly and according to your chosen shipping options, however due to the current HGV driver situation some couriers may experience occasional delays which are unfortunately out of our hands. We supply full tracking information and in the rare case of a shipping delay you will be informed and kept up to date via your shipment tracking.
We offer FREE delivery to UK addresses for orders over £50 (Standard Delivery 3-5 working days)
We offer FREE NEXT WORKING DAY delivery to UK mainland addresses for orders over £70 (order needs to be placed by 2pm to guarantee dispatch for Next Day Working Delivery)
SAME DAY DISPATCH
All orders placed before 2pm Monday-Friday go out SAME DAY wherever possible. (we do not ship on bank holidays or weekends)
SAME DAY DELIVERY
If you wish to receive your order on the SAME DAY we are happy for you to arrange a courier to collect your order using our Collection Service above. Please ensure you let contact us to arrange a time for collection.
CLICK AND COLLECT (balloons will not be inflated)
You can opt to collect your order from our warehouse near Dorking, Surrey. Our opening times for collection are 9:00am to 2:00pm Monday to Friday (excluding Bank Holidays).
All balloons are FLAT-PACKED, we are NOT currently inflating any balloons for collection. This is due to current demand on our website and we will update here if that changes.
Place your order online and choose the 'Click and Collect' option when checking out - please note you can only check out this way if you check out with your Credit/Debit card, Paypal and AmazonPay will not check out through click and collect.
Click and Collect orders generally take 24hours to process. If you require your order the same day please contact us first.
We will notify you by email once your order is ready, please do not attempt to collect until you receive notification.
Our address is: Pretty Little Party Shop Ltd, Unit 4 Tanners Court, Brockham, Surrey, RH3 7NH
DELIVERY TO UK
STANDARD DELIVERY £3.99
You will receive your parcel within 3-5 working days*
*Please note that delivery to Guernsey and Jersey can take 2-3 days longer
NEXT DAY DELIVERY £7.99
Order before 2pm and your parcel will be dispatched on the day of order to arrive with you by 8pm the next working day* (orders placed after 2pm on a Thursday will be dispatched on Friday and delivered the 'next working day' being Monday, orders placed after 2pm Friday or over the weekend will be dispatched the next working day*) (this is a 'signed for' service). Please be aware that if a change of shipping address is requested after your parcel has been dispatched this can be accommodated but will result in a delay to your delivery. If you require your parcel by a specific time we offer a by 1pm and a by 10.30am service (not available currently).
*Please note some postcodes such as AB, BT, FK, PA, PH, PO (Isle of Wight), IM & IV and the Channel Islands for example the 'next working day' service is a 2 day service. Please contact us if you are uncertain.
**'Next Day Saturday' is not available for the postcodes above
OTHER DELIVERY OPTIONS
We can cater for urgent orders that are required on Saturdays or Next Day by 1pm and Same Day. We do not provide deliveries on Sundays. Please contact us directly if you need information regarding these services.
SAFE PLACE REQUEST
Customers can choose for parcels to be delivered to a 'safe place' i.e a shed, neighbour, porch etc. This 'safe place' is customers responsibility, we cannot be responsible for loss, theft or damage once items have been delivered.
PLEASE NOTE WE HAVE TEMPORARILY SUSPENDED ALL INTERNATIONAL SHIPPING. PLEASE CONTACT US FOR FURTHER DETAILS.
EU SHIPPING - With the UK leaving the EU on Jan 1st 2021 please expect delays in European shipping times due to customs clearance and border checks etc. Shipping times below are an estimate and delays are likely, please note additional charges such as import tax and customs charges may apply when shipping from the UK to the EU which must be paid by the recipient of the parcel.
CUSTOMS CHARGES : Pretty Little Party Shop does not accept responsibility for additional charges such as import duty and tax and custom charges that customers may incur when orders arrive in the designated country. Any customs or import duties are charged once the parcel reaches it's destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; if you require further information regarding this, we advise that you contact your local customs office for further information.
We ship worldwide! Shipping rates differ according to weight and location. Price given at checkout. For very large items we may weigh the item and advise of additional charges if necessary
Please scroll to end for all International Shipping prices
IMPORTANT SHIPPING NOTES
We endeavour to dispatch all orders placed before 1pm Monday-Friday to go out the SAME DAY, we do not ship on bank holidays or weekends, courier delivery times are from 8am-8pm unless specified.
For orders placed after 2pm on a Friday your parcel will dispatched the following Monday. Orders placed on a bank holiday will dispatched the next working day.
Working days are Monday to Friday excluding weekends and bank holidays, there is no dispatch on the weekend unless requested.
If a 'safe place' is requested it is the customers responsibility we cannot accept any responsibility for lost or missing parcels.
All shipping timeframes including international other than next day are approximate and should only be used as a guide. During busy periods please allow extra time to receive your order. If you live in a remote area or the Highlands or Northern Ireland please allow at least one extra working day.
The day of shipment is not considered a transit day by any of our carriers, no matter what time the order is placed, processed, or shipped.
We reserve the right to upgrade your shipping method as we deem appropriate, including switching to a different carrier or service provider to deliver your package faster or more reliably.
SHIPPING AND RETURNS
If you have a query about an order you have not received in the timescale expected please call us on 01737668010, or email us at firstname.lastname@example.org. Please notify us as soon as possible in the event of a delay to the selected service and we will investigate and try to resolve, unfortunately we cannot be accountable for delayed items.
Can I return all/part of my order?
We are pleased to be able to offer our customers a 100% Satisfaction Guarantee. We want you to be happy with your pretty party supplies! If the products you selected didn't work out for any reason we will issue a refund for returns received within 30 days of the original purchase date. Custom products may not be returned.
- Return shipping costs are the responsibility of the customer, and original shipping costs will not be refunded.
- If you received a special offer discount on your order, that amount will be deducted from your return.
- Returns received past the allowable date will not be refunded.
- Items must be returned in unused condition in their original packaging. Damaged returns cannot be accepted. You may ship the returned item(s) to us at: Pretty Little Party Shop, Unit 4, Tanners Meadow, Brockham, Surrey, RH3 7NH.
Your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.
Please note that although we issue refund funds to your bank/credit provider immediately, in some cases there may be a delay of up to 14 working days before you bank displays the credit in your account. If you haven’t received an agreed refund from us, please firstly check directly with your bank before contacting us.
I received my order and one of the items is incorrect/missing/damaged:
We are very sorry if you have received a wrong or faulty item and will do all we can to rectify that situation with urgency! Please let us know what you ordered and what you received in its place. Missing, incorrect, or damaged items must be reported to us within 14 days of receipt of the package. Please keep the entire contents of the package as we may need photos of the damaged parcel in order to file a claim.
What happens if I refuse the delivery, or I am not home to accept the delivery?
All couriers charge a fee to return the package to the sender. Since we shipped the package on your behalf, you may be liable for the return shipping fees if you refuse delivery, or if an attempt has been made multiple times by the carrier with no success.
I gave you the wrong shipping address. What should i do?
Please let us know of changes ASAP. After the package has already left our warehouse, we may not be able to make any changes. If the package is returned by the carrier, we will be happy to issue a refund for the items, or re-ship to a new address, but you will be responsible for the re-ship charges.
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.
INTERNATIONAL SHIPPING RATES:
PLEASE NOTE ALL INTERNATIONAL SHIPPING IS TEMPORARILY SUSPENDED. PLEASE CONTACT US IF YOU NEED FURTHER DETAILS.
CUSTOMS CHARGES: Pretty Little Party Shop does not accept responsibility for additional charges such as import duty and tax and custom charges that customers may incur when orders arrive in the designated country. Any customs or import duties are charged once the parcel reaches it's destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; if you require further information regarding this, we advise that you contact your local customs office for further information.