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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.
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 credit to use when required.
If a product has been discontinued,
we will offer an exchange for a product
of similar value or a 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 offer 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 credit to use
when and how you would like. Credits may be used for either products
displayed online or within our store. 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, 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 can offer alternative items in
stock or a credit to be used when required. We do our very best
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. Ownership of products
transfers to you upon parcel delivery.
Pricing Terms
All prices are in Australian dollars and inclusive of GST.
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 returened parcels.
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) and WEARABLE items (Leis, Hats, Tiaras, Wigs, Costumes etc)
- Damage or shortage must be reported within 3 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. 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.
Customer Service Hours
Our customer service department is available for questions
and phone/fax orders Tuesday - Friday, 12.30pm to 4.30pm EST.
If our office is closed, please leave a recorded message for
assistance the next working day.
Please leave your name, phone number and reason for call on
all messages. Please note that our office and store hours do
change during school holidays. Please listen to our recorded
phone message during school holiday periods for store and office
hours. Our online store is open 24 hours everyday of the year
and our warehouse does not close during holiday periods.
Customer Service line: (03) 9499 7944 (Tue - Fri 12.30pm -
4.30pm).
Fax orders/enquiries can be sent to: (03) 9499 7933.
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