We want you to love your order!
Please read our returns policy carefully before purchasing.

ONLINE PURCHASES:
Standard Items (e.g. Non-Personalised or time sensitive items)
You can return standard items within 14 days of receiving them. Items must be unused and in their original packaging. Customers are responsible for return shipping unless the item is faulty. Refunds will be processed within 14 days of receiving the return.
If any item is damaged or faulty, please contact us within 48 hours of delivery. Include your order number and a clear photo of the issue. We will offer a refund, replacement, or store credit.

Personalised Items
Personalised or custom-made items cannot be returned unless they arrive damaged or incorrect (if the fault is ours). Please double-check all spellings and details before placing your order.

IN-STORE PURCHASES:
For items purchased in-store, we offer exchange or store credit within 14 days of purchase. Items must be returned in unused condition with proof of purchase. We do not offer refunds for in-store purchases unless the item is faulty or not as described.

Helium Balloons:
Due to their perishable nature and the fact that they deflate naturally after a short time, we do not accept returns for balloons if you change your mind. If your balloon/s have deflated faster than normal, please come back with the items to the store within 24 hours of collection.  Balloons can sometimes burst after leaving the store — this is not our responsibility. If a balloon is returned with a hole or damage, we are unable to offer a refund or exchange. Balloons must be returned in person to the store for inspection. Photographs are not accepted as a substitute for returning the item. If we find a manufacturing fault we will always try to replace, exchange or offer a refund. Please refer to our balloon aftercare instructions here for how to care for your balloon.

Personalised Items
Personalised or custom-made items cannot be returned unless they are incorrect (if the fault is ours). Please double-check all spellings and details before placing your order.

Paying By Instalments:
At our shop, occasionally we offer flexible payment plans to help our customers manage their purchases more conveniently for larger priced items such as crystals over £100. A non-refundable deposit is required in store at the time of purchase to secure the item and initiate the payment plan. The remaining balance must be paid in instalments according to the agreed-upon terms. All payments should be completed within the specified period, and items will only be released to the customer once the full balance is paid. Failure to make payments as scheduled may result in the cancellation of the payment plan, and the item may be returned to stock. Please note that we do not offer refunds if you change your mind and deposits are non-refundable, as are payments and we reserve the right to retain the item in the event of non-payment. For further details or assistance with setting up a payment plan for a specific item in store, please speak with a member of our staff in our Leigh on Sea shop. This is not available online.

Contact Us
If you need to get in touch about a return,
please call us on 01702 713967 between the hours 10am - 5.30pm Monday - Saturday