Customer Care & FAQs
Need a little help? You’ll find answers to our most frequently asked questions below. If you can’t find what you’re looking for, please get in touch - we’re always happy to help.
Ordering & Delivery
When will my order be dispatched?
We dispatch orders Monday–Friday. Orders placed before 4pm will usually be dispatched the same working day. Orders placed after 4pm will be dispatched the following working day.
We do not dispatch at weekends or on bank holidays.
How quickly will my order arrive?
We offer a range of UK delivery options, including Standard, Express, Next Working Day, Next Day by Midday and Saturday Delivery.
Delivery times vary depending on the service selected and some remote UK postcodes may take a little longer.
For current delivery times and prices, please see our Shipping & Returns page.
Do you offer free delivery?
Yes.
FREE Standard UK Delivery is available on orders over £45.
FREE Next Working Day UK Delivery is available on orders over £70 when ordered before 4pm Monday–Friday.
Do you offer Same Day Delivery?
Same Day Delivery may be available by request.
Please contact us before ordering and we'll let you know whether we can arrange this for you.
Can I track my order?
Yes. Once your order has been dispatched, we'll send you a confirmation email with tracking information.
What happens if I'm not home?
You can add helpful delivery instructions at checkout, such as asking for your parcel to be left with a neighbour or in a safe place.
Please remember that if you request for your parcel to be left unattended in a safe place, this is at your own risk.
I've entered the wrong delivery address. What should I do?
Please contact us as quickly as possible.
If your order hasn't yet been dispatched, we'll do our best to change the address for you. Once your parcel has entered the courier network, we may not be able to make changes.
Click & Collect
Can I collect my order?
Yes. Click & Collect is free from our Ashtead warehouse.
Choose the Pick Up option at checkout.
Orders normally take around 2–4 hours to prepare. Please wait until you receive your collection-ready email before coming to collect.
Where do I collect from?
Pretty Little Party Shop
2 Uplands
Ashtead
Surrey
KT21 2TN
When can I collect?
Monday–Friday: 9am–6pm
Saturday & Sunday: By request (drop us an email or give us a call 01372 602179)
We are closed on bank holidays.
International Orders
Do you ship internationally?
Our website currently offers UK delivery as standard.
International delivery may be available by request. Please contact us with details of the products you'd like to order and your delivery country and we'll be happy to provide a shipping quote where possible.
Please note that some products, including helium canisters and sparklers, cannot be shipped internationally.
Returns
Can I return an item?
Yes. We accept returns of unused items within 30 days of purchase.
Items must be unused, undamaged and returned in their original packaging.
Custom and personalised products cannot be returned.
Customers are responsible for return postage costs and original delivery charges are non-refundable.
Please see our Shipping & Returns page for full returns information.
Where should I send my return?
Please send returns to:
Pretty Little Party Shop
2 Uplands
Ashtead
Surrey
KT21 2TN
We recommend using a tracked service and retaining your proof of postage until your refund has been processed.
My order is damaged, incorrect or something is missing. What should I do?
Please contact us within 14 days of receiving your order and we'll help put things right.
If something has arrived damaged, please keep both the item and its packaging as we may need these for a courier claim.
Products & Stock
An item I want is out of stock. Will you be getting more?
Usually! If you'd like to know when something is expected back, please contact us and we'll be happy to check.
Can you help me match colours?
Absolutely. Colour is a big part of what we do.
If you're trying to match balloons, streamers, decorations or tableware for your celebration, get in touch and we'll be happy to help you put together a colour combination.
Do you make custom party decorations?
Yes. We have a range of Custom Made decorations including personalised banners and handmade streamer garlands.
As these are made especially for you, please allow for the production time shown on the individual product page.
Balloons
Do your balloons arrive inflated?
Unless specifically stated otherwise, our balloons are supplied uninflated.
Some balloons can be filled with helium and others are designed for air inflation. Please check the individual product description before ordering.
For more information, take a look at our Balloon FAQs and Helium Guide.
Still need some help?
If you're unsure about a product, delivery time or whether your order will arrive in time for your celebration, please get in touch before ordering.
We're a small team and we're always happy to help.
Email: party@prettylittlepartyshop.co.uk
Telephone: 01372 602179
Thank you for Shopping with us!
