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Terms & Conditions
- Contact Us
- Shipping & Delivery
- Product Stock Information
- Privacy & Security
- Returns & Replacements
- Ordering
- Payment & Pricing
- Viewing Orders & Updating Account Information
- Contact Us
- For all customer services/comments, please call our premises on 01303 814120. This line is manned from 10:00-16:00, Tues-Sat and is charged at the national rate for UK landlines. For general information about our services or stock, please email: info@theredballoon.co.uk. For information concerning a submitted online shopping cart, please email sales@theredballoon.co.uk. For information concerning the website, please email: webmaster@theredballoon.co.uk. For written queries, please write to us at: The Red Balloon, Evegate Craft Centre, Station Road, Smeeth, Ashford, Kent TN25 6SX.
- Shipping & Delivery
- Please note that The Red Balloon will only ship goods to mainland UK. On the assumption that all goods contained within your order are in stock (see below), we will normally pack and dispatch your order to the provided delivery address within 24 hours. It is possible to change the delivery address from the provided billing address in the My Account section of the site. The carrier of your delivery will be stated (and can be changed) in the checkout section of your order. We offer a variety of companies to ensure competitive value, aiming to deliver your goods by the most appropriate method to suit your needs. Please note that if you request delivery by a non-traceable service, The Red Balloon cannot be held liable for non-delivery. Delivery times of all descriptions are based on their estimates: actual delivery times could vary. For information concerning, please see the Contact Us section of this page. If there is no person available to accept a delivery at the stated delivery address and no alternative instructions have been left with the order during the checkout process, a delivery card will be left by the courier to inform you how you can collect your package or arrange a re-delivery. On such occasions, it becomes you, the recipient's, responsibility to contact the relevant delivery company to arrange such re-delivery to suits your needs. The Red Balloon accepts no liability if delivery is not made due to the recipient not being available. We therefore recommend, if you are aware that you will not be able to collect the delivery, sending your order to a work address if appropriate. All deliveries will be made on normal working days (Mon-Fri).
- Product Stock Information
- Items displayed on this online store are normally in stock, or due to be delivered to us by suppliers. If the quantity of stock that you require in not currently available on our premises, a member of staff will contact you via phone (or if unsuccessful, email) before your order is dispatched. If not all items of your order are in stock, we will wait until all are available before dispatching your order. Whilst most items in store will only take 72 hours to restock, we appreciate that this may interfere with your plans. If you are in any way concerned about delivery times you may cancel your order at any point up to dispatch and we will refund you for your order in full. At The Red Balloon our primary concern entails the success of your party: we will do everything we can to ensure this happens. If we know of any reasons why your order may be delayed we will contact you at the supplied phone number (or, if unsuccessful, your supplied email address).
- Privacy & Security
- All information held on these severs is strictly private. We do not and will not sell, rent or share any customer information to anyone. The only customer information held is that provided at the time of ordering or setting up an account. We will only use the information that we collect about you lawfully (in accordance with the DPA, Data Protection Act 1998). The intention of collection of such information is for both the delivery of orders through our store and information of our service developments. A list of the information that we hold concerning your account may be found on your My Account section of the site. For a written list of this information or removal of such information, please email: webmaster@theredballoon.co.uk. The Red Balloon payment pages are held on external WorldPay servers to ensure as secure and reliable a service as possible. The Red Balloon does not hold or collect any credit card details at any stage during checkout. If any payment details of this type are used to fulfill a manual order they are used once to facilitate the payment and then securely destroyed. WorldPay ensures the safe and secure payment via credit/debit cards by using secure socket layer (SSL) enabled links. In addition, only if your credit/debit card has been authorised will any payment be taken. If you have any questions or comments regarding payment on The Red Balloon, please mail webmaster@theredballoon.co.uk.
- Returns & Replacements
- We aim for 100% satisfaction every time you shop with us, however if for any reason you are not completely contented with one, or more, of our products please contact us (see above). If you send the product(s) back to us, in their original condition(s), with the specific reasons for return and actions you wish to take (be it replacement or refund), we will act upon those wishes without any questions asked. All returns must be actioned within 14 days of the dispatch date. If you are ordering a larger quantity of a particular product, please ensure you contact us first to ensure it will be to your requirements. Except in the case of misdescribed or faulty product(s), if you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to The Red Balloon at your own cost. Returns should be made to: The Red Balloon, Evegate Craft Centre, Station Road, Smeeth, Ashford, Kent TN25 6SX. Please do not forget to include the original delivery slip (with your reasons for your return attached), or we will not be able to link the items to your order. Once we have received the returned product(s), we will re-credit or refund you for any sum that has been paid by you or debited from your credit card for the product(s). Please note that refunds to credit/debit cards via WorldPay may take up to 10 working days.
- Ordering
- Ordering with The Red Balloon can be done via the online checkout process, or via telephone. If made online, your order alone (once payment has been confirmed) will be held by The Red Balloon. No payment details are held on these servers. We will confirm receipt of your order and payment immediately after confirmation. If you would like to order via phone, please select your products from the online store and call us on: 01303 814120. Please ensure you have the product name, SKU and any specifics (e.g. colour, size) of the product that you require.
- Payment & Pricing
- We accept Mastercard, Visa, Maestro, Delta, Solo, JCB and Visa affiliated debit cards. The Red Balloon does not accept Visa Electron or American Express cards. The Red Balloon payment pages are held on WorldPay servers - a secure and encrypted transaction environment. Part of The Royal Bank of Scotland Group, WorldPay in part of the 5th biggest banking group in the world and is trusted by thousands of businesses around the world. When payment details are required to fulfill your order you will be transferred to their secure pages. If you are unhappy giving your payment details over the internet, you may do so over the phone on: 01303 814120. Payment by cheque is available, as is payment in person at our premises. If paying by cheque, please note that we will only dispatch items when payment has cleared. We can only accept orders in Pounds Sterling and cheques drawn on UK banks. While we try to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods when we are going through your order pre-dispatch, we will inform you of any refund due or give you the option of reconfirming the order at the correct price or canceling the order.
- Viewing Orders & Updating Account Information
- Any orders made can be viewed in the My Account section of the site. Here you may also change delivery and billing addresses prior to ordering as well as other account information. Please contact webmaster@theredballoon.co.uk if you are having any difficulties with the site.
