Delivery policy

The following information makes up the delivery policy for Box Balloons and is to be viewed in conjunction with our terms and conditions and refund policy.

Who we use to deliver

Typically, we use DPD for our deliveries but may use any other firm of our choice, or if local to Leeds we may switch this to one of our local delivery teams for the same charge.

Dates are NOT guaranteed

The vast majority of deliveries by our carrier arrive on the day you specify (over 98%) but it is not 100% guaranteed.  Sometimes, things happen that mean a delivery cannot be completed on-time, such as bad weather, excessive parcel loads, severe localised congestion etc or a mistake by DPD and their drivers. It's rare - but it can happen and we cannot guarantee that delivery will happen at the time or on the date you want.

How to track

We will supply you with tracking details once dispatched. From the time our carrier collects the Product we no longer have control and so you must contact the carrier for delivery information or to make changes to where parcels are left/delivered.

When a delivery is late

Deliveries can be at any point between 7am and 8pm on your chosen day, unless you have chosen one of the specific time options on checkout. In general, we recommend ordering for delivery the day before you would like them to account for any potential delay.

If the product does not arrive on your chosen day, please use the tracking information first but, if that does not help, let us know ASAP and we'll check with the courier company and refund your delivery charge if is not on the chosen date.  We will not refund the whole order if an order arrives late.

Missed deliveries

No refund will be provided if you miss a delivery. If something changes with your delivery destination or if you have specific instructions for the driver you must update this via the link sent to you by the carrier, this may appear on the delivery driver's device - however if it is done after the item is out for delivery, there is no guarantee this will be seen.

If your order arrives at your allocated address and either you or a neighbour is unable to sign for it, the delivery will either be attempted the following day or taken to the nearest collection parcel shop, details of which will be provided by the carrier . After two attempts to deliver, or seven days at a parcel shop, your parcel may be returned to us. There is no refund in this instance.

Communal areas of offices or residences

If you are getting our balloons delivered to a location where there is a communal mail area, the carrier is required to deliver to this area only. They are not obligated to go to any other  part of the building, You should ensure that someone can secure the parcel on arrival. We do not accept liability for parcels that cannot be found after delivery to the correct location.