Many Happy Balloons products are made or prepared specifically for your order. This may include personalised balloons, name balloons, age balloons, custom colour arrangements, balloon flowers, balloon figurines, printed balloons and other handmade balloon products.

• Custom and personalised products are made specifically for your order.
• Once production has started, materials, labour and preparation time may already have been used.
• If the order has not yet entered production, we may be able to cancel or adjust the order.
• Please check all spelling, names, ages, dates, colours and personalisation details carefully before checkout.

Standard online balloon orders may include helium balloons, foil balloons, balloon bouquets, number balloons and selected non-personalised products. These orders may still require preparation, inflation, tying, packing and transport handling.

Custom balloon decoration and event setup bookings require planning, design time, material preparation, staff scheduling, transport planning and sometimes printing, floral styling or prop preparation.

• For event setup bookings, cancellation must be requested as early as possible.
• Deposits may be non-refundable once the date, design and booking have been confirmed.
• If materials, printing, custom props or labour have already been prepared, refund may not be available.
• Changes close to the event date may not always be possible.
• Venue access, setup time and removal time must be confirmed by the customer and venue before the event.

Large custom event orders may include weddings, proposals, corporate events, grand openings, showroom displays, balloon garlands, backdrops, balloon columns, floral styling, printed signage or branded balloon decorations.

If you need to change your event date, venue, setup time or design, please contact us as early as possible. We will do our best to assist, but changes are subject to availability and may incur additional costs.

Customers are responsible for providing the correct pickup details, delivery address, recipient phone number, date, time request and any access instructions before checkout.

• Please ensure the recipient is available during the confirmed delivery window.
• Please provide correct apartment, loading dock, parking, venue or building access details.
• If a delivery fails because the recipient is unavailable or the address/access details are incorrect, the delivery fee may not be refundable.
• Redelivery may be possible depending on driver availability and may incur an additional delivery fee.
• For pickup orders, please collect within your selected or confirmed pickup window.

Balloons are delicate products and can be affected by heat, sunlight, cold, rough surfaces, sharp objects, car transport, outdoor conditions and how they are handled after pickup or delivery.

• Please remove balloons from plastic transport bags as soon as possible after receiving them.
• Do not leave helium balloons sealed inside plastic bags.
• Do not leave balloons in a hot car or direct sunlight.
• Keep balloons away from sharp objects, rough ceilings and textured walls.
• Outdoor use may reduce balloon lifespan due to wind, heat, rain or uneven surfaces.

Please read our Balloon Care Guide for more information on how to transport and care for your balloons.

If you believe there is an issue with your order, please contact us as soon as possible with your order number, photos and a clear description of the issue.

• Please check your order at pickup or immediately after delivery.
• For visible issues, photos should be provided as soon as possible on the same day.
• If an item is missing or incorrect, please contact us immediately so we can review the order.
• Refunds, replacements or store credit may be offered depending on the situation.

To request a refund or discuss an order issue, please contact us by email with your order number, customer name and reason for the request.

• Approved refunds will usually be processed back to the original payment method.
• Bank or payment provider processing times may vary.
• Delivery fees, setup fees, custom preparation costs and card processing fees may not be refundable depending on the situation.
• Refund requests are reviewed based on product type, order status, preparation stage and evidence provided.