Free Delivery For Orders Over £45

Returns Policy

Inflated balloons and packages

We are unable to refund or exchange any inflated or personalised products once you have confirmed and placed your order.

If your inflated or personalised product arrives damaged or faulty, you must inform us in writing on the day of delivery.  Please contact us via email on customerservices@crystaleventsanddesign.co.uk with the following information:

  • Your order number
  • Details of the damage or fault

 

 

Uninflated and non-personalised items

If you are not happy with your purchase and would like a refund or an exchange, you must notify us in writing within 14 days of receiving them.

In order for items to be eligible for return, they must:

  • Be in brand new re-saleable condition
  • Be unused
  • Be unwashed (if an item of clothing)
  • Still have their original tags on
  • Be in their original packaging

 

How to return items to us

  1. The first thing you will need to do is email us to inform us that you would like to return an item.

Please e-mail us on customerservices@crystaleventsanddesign.co.uk with the following information:

  • Your order number
  • A list of the items being returned and the reason for return
  • Details of whether you would like a refund or an exchange. If you would like an exchange, please state which items you would like to exchange to

 

  1. Once we have received your email, our support team will be in touch with you to notify you that we have received your request and provide you with the address details of where to send your item/items.

Please remember, the goods are your responsibility until they have reached us. For this reason, we strongly recommend you send items back to us using a signed for delivery service.

Return postage charges are non-refundable unless you have received a damaged or incorrect item due to our error.

 

  1. Once we receive your return, it will be inspected and we will send you an email to notify you that we have received it. We will also notify you of the approval or rejection of your refund/exchange.

If approved, then your refund or exchange will be processed.

Refunds - a credit will automatically be applied to your original method of payment, within 14 days.

Exchanges – we will send out the replacement item as soon as possible, based upon availability of stock and the day and time we receive your return items.

Additional charges for delivery of the new items will need to be charged.

 

Multiple returns:

We do not allow refunds on multiple returns - if an item has already be exchanged once it can only be returned for a credit note within the 14 days of the original purchase.

Sale items:

 

Please note any items purchased from our sale items may only be exchanged or for a credit note to the same amount. Refunds will not be given for any sale/discontinued items.