Refund policy

Returns Policy or Order Cancellation

We would need a minimum 2 working days prior to your order being due for next day delivery to for us to be able to make amendments and dependent on the request there may be a charge. If you order has already left our premises we would be unable to cancel you order for you – please see below for further information.

If you inform us within 2 working days of your chosen delivery date – your order may well already be in progress. For this service we would apply a fee of 25% of your order value plus additional fees should you be changing or adding to your order as required.

If you are returning your order

Before sending the parcel back to us, please contact us and advise the reason, whether it has been worn and if you would like an exchange or refund.

In addition, you will need to confirm your name, order number and postcode, so please have these available if you telephone.

You will be issued with a Returns Authorisation Number to be returned with your parcel. Failure to send this with your parcel may result in delay of any refund.

Whilst our products are in your possession / in transit please note:

1.Any item for return must be received back in its original shipped condition and original packing. The item must be without damage or use and in a suitable condition for resale. All original packaging should accompany any returned item. We cannot accept returns for exchange or refund if such items have been opened from a sealed package (Costumes do not typically come in sealed packages and you can try them on). All items will be inspected on their return to our warehouse.
We are not a manufacturer, so the whole product and packaging must be returned as the same condition as you would have received it and how you may expect to receive it. If the product or packaging is in any way missing or damaged, we cannot refund.

That you or your carrier are responsible for any returned goods until they reach our warehouse. Cost and Risk of return will be at your expense and we strongly recommend that you receive proof of posting or use Royal Mail's "Recorded Signed" service. You may like to opt for Royal Mail's "Special Delivery" service if a valuable item.
We regret that outbound shipping, packing and insurance cannot be refunded. For exchanged items, you may be asked for a nominal fee as a contribution towards any additional postage of shipping, depending on which shipping method you require.
We try to make refunds within one week of receipt back to us though promise to make all refunds within 30 calendar days from receipt of goods to our warehouse. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.
Please return the goods to The Ultimate Party Shop, 68 Regent Street, Cheltenham, GL50 1HA, including the Returns Authorisation Number. Any returned items not including such information may well be delayed.
Any returned goods that we receive which are outside of this Returns Policy will be defined as 'In Dispute'. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.
We are sorry but due to false promises in the past, we are unable to replace or exchange an item until the original is returned to The Ultimate Party Shop Ltd. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.

[*] "7 working days from receipt of delivery" shall be defined as the date from when your shipment is received by you, being the date of signature that the package is received by you.

Returns Policy – DAMAGED, LOST OR MISSING GOODS

We will always ensure that your orders are looking fabulous and are in tip top condition before leaving our premises however due to the nature of our balloon products in particular sometimes they may arrive not looking as intended. Please note that cold weather may affect your balloons and make them look slightly deflated – before contacting us allow them to warm slightly – the helium will expand with the warmth and your balloons should look fabulous again.

Should your order arrive damaged, please email us a picture of your product and the packaging on arrival and we will do all we can to rectify the situation.

As our inflated balloon products are perishable we would need you to advise us and send an image of the product in question within 24hours of arrival. We are unable to issue discounts or refunds if an image of the faulty item isn’t provided within this time.

For damaged non inflated balloon related items please advise and send image within 3 days of delivery.

If an item is missing from your order or damaged we will offer to replace it or refund you for the cost of the missing or damaged item only, not the whole order.

If for some reason your order is delayed and you no longer require them, we reserve the right to request that they are either refused at the point of delivery or posted back to us.

Non-delivery must be reported to us within 3 days of the chosen delivery date so that we can help to find your parcel and get it to you asap. To enable us to work with you to avoid disappointment – the sooner the better.

Please note if we agree to offer you a refund / exchange then it would be for only the damaged / missing item and not the whole order.

Under any other circumstances, refunds are given at the discretion of The Ultimate Party Shop Ltd.

Should any non inflated balloon related product be faulty, you should let us know immediately as we will happily refund or exchange it for you. You should let us know as soon as possible via email (or telephone first) within 7 calendar days from the date of delivery or, where this was not apparent on reasonable inspection, within 7 calendar days after discovery or 30 calendar days after receipt by you, whichever is the earlier.

Before sending the parcel back to us, please contact us and advise the reason, whether it has been worn and if you would like an exchange or refund.

In addition, you will need to confirm your name, order number and postcode, so please have these available if you telephone.

You will be issued with a Returns Authorisation Number to be returned with your parcel. Failure to send this with your parcel may result in delay of any refund.

Whilst our products are in your possession / in transit please note:

We shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, misuse or alteration or repair of the ordered goods without our approval.
Please return the goods to the address on the top of your receipt/invoice including the Returns Authorisation Number. Any returned items not including such information will have actions delayed.
Any returned goods that we receive which are outside of this Returns Policy will be defined as 'In Dispute'. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.
We are sorry but due to false promises in the past, we are unable to replace a faulty item until the original is returned to The Ultimate Party Shop Ltd.