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Customer Service
We are here to help you in any way we can and we will do our best to help you make your child’s birthday party a truly wonderful event. Please make sure that you read the following information and our delivery information before placing your order.
Terms and Conditions
Because we may need to order products or process your order
when we receive it, we cannot make changes to that order once
it has been submitted.
Usually orders are processed within approximately 14 business
days, this excludes Saturday, Sunday, Monday and Public Holidays,
sooner if all items are in stock. However, occasionally our suppliers
may temporarily be out of stock of a particular item or it may
be discontinued and we will give you one of the following two
choices. Should this occur, you will be notified with the option
of alternative products or a store credit to use when required.
If a product has been discontinued,
we will offer an exchange for a product
of similar value or a store credit to use when required. Should the
product be temporarily out of stock, then we will proceed with
one of the following options:
- We may hold order and deliver goods when all products are
in stock - time permitting.
- We may send items in stock and send out of stock item when
available - time permitting.
- We may send out invitations whilst we wait for out of stock
items to arrive - time permitting.
- We may send a similar alternative product or a product
of similar value.
- If we are unable to get in contact with you, we may send
out a similar product or cancel the item and issue a credit
to use when required.
Please ensure that you include your PARTY DATE and daytime phone
number on your order details.
Should an order be placed with allocated processing time and
a product be out of stock, we will also issue a store credit to use
when and how you would like. Credits may be used for either products
displayed online and we will also try to accommodate any requests.
Please note that we do
have many items online that are not all displayed in the store
and we also have a large range of items in the store that are
not displayed online. If you require a particular item, please
call our store to find out if it is available.
We cannot accept cancellations or returns on orders with INSUFFICIENT
PROCESSING TIME, SPECIAL ORDERS, PERSONALISED ITEMS, CHANGE OF MIND or ALREADY DISPATCHED
ORDERS. If there is insufficient order processing time (14 working
days plus your postage choice) and we cannot deliver the requested
item in time for your party, we will deliver the item once it has arrived. We do our utmost
to ensure that we process all orders within the allocated processing
time.
Terms of Payment
All orders must be prepaid with either Visa, Mastercard, Bank
Cheque, Money Order, Direct Deposit or American Express over
the phone. Credit card payments are processed at the time of
placing your order by the National Bank.
Pricing Terms
The current prices shown on this web site supersede any previous price list. Due to market conditions, our prices may change without notice.
Minimum Order Requirements: The minimum order is $20.00
Claims and Returns Policy
All claims of damage or shortage must be reported within 2
days of your receipt of the goods. Goods damaged during transit
are the responsibility of the carrier, but we would be happy
to assist you in filing a claim.
Please retain the original box and packing materials as these may be required for inspection by the carrier's claims agent.
Our products are not returnable for a refund except for
reasons of defect, and then, only upon receiving
a Return Authorization Number (RMA) from our office. To return
a parcel, you must contact our customer service by telephone
and they will give you further information. We are not responsible
for the cost of postage for returned parcels or products which we have not authorised to be sent back.
Please read the following before placing an order.
- We cannot accept cancellations/returns on SPECIAL ORDERS
- We cannot accept cancellations/returns for CHANGE OF MIND
- We cannot accept cancellations/returns for INSUFFICIENT PROCESSING TIME
- We cannot accept cancellations/returns on ALREADY DISPATCHED ORDERS
- Merchandise returned without a Return Authorization Number (RMA) issued by customer service will not be accepted and freight charge will be incurred by customer
- Please phone customer service for a RMA number and approval
BEFORE sending any product back
- All approved return items must be returned in original packaging, opened packages will not be accepted (with no exceptions)
- Item that will not be credited back are: DISCONTINUED, SEASONAL (Christmas, Easter, Halloween etc), CATERING (Trays, Bowls, Serving Dishes, Cutlery etc), ), FOOD (Cake images, Icing Decorations and Food Items), PERSONALISED ITEMS (PersonaliSed Cake Images and Items), and WEARABLE items (Leis, Hats, Tiaras, Wigs, Costumes etc)
- Damage or shortage must be reported within 2 DAYS of receipt of goods
- THERE IS A 20% RESTOCKING FEE ON TOTAL ORDER AMOUNT FOR RETURNS. Customer is responsible for shipping merchandise back to our distribution/ warehouse facility.
Express Post Service
This service is designed for customers who would like their
parcel Express Posted the day it is ready for dispatch. This service offers next delivery were available and requires 14 working days to process the order prior to express postage.
Customers
choosing the Express Post option as their preferred delivery
method will need to contact our office for availability and a
quotation for this service. Please allow a minimum of 14 working
days order processing time prior to dispatch plus addtional postage
time either standard of express shipping.
Online Order Information
All online orders are required to go to our online customer service department, available for questions via email from Wednesday - Friday, 12.00pm to 4.00pm. If our department is closed, we will reply as soon as possilbe the next working day.
Please include your name, order number starting with GLP and reason for your enquiry in every email. Please note that our office hours do change during school holidays. If calling our office, please listen to our recorded phone message during school holiday periods for holiday office hours.
Our online store is open 24 hours everyday of the year and our warehouse does not close during holiday periods. All orders will be processed within approximately the 14 day order processing period. Please allow additional time during the Easter and Christmas period and public holidays.
Online orders email: Online orders contact
Party bookings email: Party bookings contact
Party bookings phone: (03) 9499 7944. |
