FAQs

FAQs (Frequently Asked Questions!)

We've moved warehouse - Some information about the move...


 

Have you finished moving?

Yes! We've got a few boxes to unpack in the office, but our stock is racked and orders are being picked again.

Where are you moving to?

We've moved down the road to a new larger warehouse. Our postal (administration) address will now be:

Balloon Supply & Distribution Ltd.
Suite 1, 21 Farncombe Street
Godalming
Surrey
GU7 3AY

Our delivery/collection address will now be:
Balloon Supply & Distribution Ltd.
End of Owen Road
Farncombe, Godalming
Surrey
GU7 3EN

Our old address may still appear while we update all our systems.

Have you changed phone numbers?

Our phone number is the same (01483 808 121). We're in the process of having the lines moved at the moment, and we only have one line available temporarily. BT are doing their best to resolve this ASAP.

Placing orders


 

Do you have a minimum order?

Yes, as we are a trade supplier, our minimum order value is £30+VAT. You will not be able to checkout until your shopping basket has been filled to this minimum.

 

How quickly will I receive my order?

We aim to get orders out within 24 hours, however, seasonal demand may extend this by up to an additional 48 hours. Packaged orders may also take an additional 48 hours to process. We will notify you where necessary. Orders are dispatched once payment has been taken.

 

How can I make payments?

We can take credit or debit card payments over the phone (Call 01483 808 121) or by PayPal.

For PayPal payments, we will first pick the order to ensure that everything is available and in stock. We will then generate a PayPal invoice to the email address that you provide when you checkout, which will be sent directly from PayPal.

 

Can I change or cancel my order?

Yes. Once your order is placed, please contact us by phone to let us know of any amendments that you require, or if you want to cancel the order. If you have placed the order out of hours, please send us a message using the contact form so we can take the appropriate action.

 

Product Questions


 

What does Pre-Order availability mean?

Sometimes, items can go out of stock. Pre-Order means that the item is expected on the next delivery (usually on a Tuesday or Wednesday). We may hold your order for stock to arrive before dispatching it if you order items that are listed as Pre-Order. Please note that deliveries may be occasionally delayed. Where an item may be out of stock for several weeks, it may be temporarily delisted.

 

Are balloons sold loose or packaged?

Foil balloons are sold loose by default, but can be packaged for a small additional fee. Click on the product page of the item you want packaged, and select the Add Package option. You will see when you add the item to the basket that it will now include the packaging option. You can mix loose and packaged items in the basket, as it is able to dustinguish between the two.

 

Shipping Questions


 

What are UK mainland and UK remote locations?

UK Mainland covers England, Wales, and Scotland (not Scottish Highlands & Islands). Standard service to UK mainland is next day.

UK Remote Locations are:


What is Carriage Paid?

UK Mainland orders placed from 15 March, 2018 need to meet a minimum of £135+VAT to qualify.

Shipping is by DPD Local's standard service, but in the future intend to provide Royal Mail as a discounted shipping option alongside courier shipping. This will show in checkout when available.

If you require a special shipping service such as Saturday delivery, or before midday, please contact us with your requirements - A shiping charge is likley to apply.

Customers in the EU and rest of the world are not entitled to free shipping, and shipping prices are quoted when the order has been picked due to volume and weight information required by our courier.

 

What postage/shipping services do you offer?

We currently use DPD Local for sending out our orders. They have proven reliable over the years, and offer exceptional flexibility with deliveries along with reasonable value for money.

We are investigating use of Royal Mail, which would be particularly suited to deliveries of small orders, especially to certain parts of the UK (UK Remote Locations) such as Northern Ireland, Scottish Highlands and Islands, Channel Islands, etc.

 

What are your costs for postage?

UK Mainland courier (DPD Local) starts from £5.25 for small orders up to 1kg. From £5.80 for orders up to 5Kg (non-bulky items), and from £8.15 for parcels up to 10kg (+30p/kg thereafter). We will confirm prices once your order has been picked if it is over £5.25. Bulky items such as balloon weights, ribbons and packaged balloons may contribute to higher shipping costs.

UK Remote Areas:

We are currently investigating using Royal mail as an economy service alternative to our courier (DPD Local). Current courier prices are as follows:

- Scottish Highlands & Isle of Wight are two day courier (DPD Local) standard service starts from £14.08 for up to 10kg (+36p/kg thereafter).

- Northern Ireland two day courier (DPD Local) standard service starts from £15.76 for up to 10kg (+73p/kg thereafter).

- Scottish Islands, Channel Islands, Isle of Man and Scilly Isles are two day courier (DPD Local)standard service starts from £20.26 for up to 10kg (+69p/kg thereafter).

We need to quote shipping costs for EU and rest of world customers, done once the order has been picked due to weight and volume factors that may affect price.

 

How is my order packaged?

Small orders are packed into ExpressPak 1 or ExpressPak 5 plastic envelopes, whereas larger orders are packed in cardboard boxes. Orders being shipped to UK Remote Locations will usually go as parcels.

 

How can I make payments?

We can take credit or debit card payments over the phone (Call 01483 808 121) or by PayPal.

For PayPal payments, we will first pick the order to ensure that everything is available and in stock. We will then generate a PayPal invoice to the email address that you provide when you checkout, which will be sent directly from PayPal.

 

Can I change or cancel my order?

Yes. Once your order is placed, please contact us by phone to let us know of any amendments that you require, or if you want to cancel the order. If you have placed the order out of hours, please send us a message using the contact form so we can take the appropriate action.

© Balloon Supply & Distriubution Ltd.