We want our customers to be happy with everything they buy from us. So we are more than happy to accept a return on most of the goods purchased from us in exchange for a refund.

Certain items, which are perishable (including but not limited to inflated balloons and confectionary), personalised or bespoke products cannot be returned due to the nature of the product unless they are faulty or damaged.

To find out how to make us aware of a fault or damage to an item, please refer to our damaged items page.

For returnable items, you should notify us of your wish to return your order by email. Your return should be sent to us within 14 days of receipt of the order. We will check your returns items and provided that your order is returned in its original packaging and is in a resaleable condition, we will refund you the cost of the products ordered.

The address to send your return to is:

Party Save Smile Returns, Unit 16 The Courtyard, Stenson Road, Coalville, Leicestershire, LE67 4JP.

We aim to issue a refund within 5 working days of our receipt of your returned goods. Returns sent outside of our 14 day return window will be considered at our discretion.

If you have any questions regarding a return please contact us by email.

Incorrectly Personalised Items

We are more than happy to personalise certain items for you. For items where personalisation is required, this must be added using the 'Personalise Balloon?' button on the product page. Where the order requires bespoke personalisation or a logo, this must be sent to us by our customer by email. We use the exact personalised message, design or logo that you send to us. We ask all customers to check these carefully for any errors or mistakes, as once an item is personalised we are not able to amend the item without a new order being required. Where an issue arises that is as a result of our customer confirming incorrectly spelt words or a mistake on a logo we are not able to accept responsibility for this and no refund can be issued.

Late Delivery Policy

All delivery information times are provided couriers and based on their typical transit times.

These delivery times are very accurate, however, we cannot be held responsible for late deliveries that arise as a result of external factors such as adverse weather conditions and postal strikes. We ship all orders (that do not contain inflated balloons), where possible, the same working day up until 3pm and when the items are despatched they are at the mercy of our courier. Despatch dates for inflated balloons are determined by your choice of event date and the estimated delivery time for the delivery service you select.

For orders received late as a result of a delivery attempt not being made on your specified date when you have paid for a Royal Mail Special Delivery or Saturday Special Delivery service please contact us within 5 days of the expected delivery date, we will be able to raise a claim for a failure to deliver on the guaranteed date.

The courier will then issue a refund for the cost of the delivery of your order, which we will reimburse you with. The time to process this refund is dictated by the courier but is typically 7-14 days. Unfortunately if your order is received late as a result of nobody being available to accept your parcel at your specified address, or you do not notify us of a late delivery witihin 5 working days of the event date on your order, a refund cannot be given.

Where an item is delivered late (after your chosen event date) and the delivery service you choose does not offer a Guaranteed Delivery, we regret that no refund can be issued. We advise our customers to consider how important it is that an item is delivered on time and to remember that unless the delivery service you choose is Guaranteed, the delivery timescales advised by the courier are estimated delivery timeframes only, whilst on the whole these are very accurate, they offer no Guarantee that your order will arrive on or by a specified date.

Complaints Procedure

If you have a complaint regarding your order, we are sorry that you feel this way and of course want to understand the issue so that can evolve to meet our customers needs. We require all complaints to be made to us in writing via our contact page here. We aim to respond to all complaints within 1 working day.

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