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FAQ’S

Who do I contact about my order?

Please get in touch with our friendly team on email at info@thepersonalisedpartyshop.co.uk for all order enquiries.

I NEED MY ORDER IN A HURRY! CAN YOU HELP?

Of course we can! We offer same day dispatch on any orders placed before 10am – please ensure you select same day dispatch at checkout. We dispatch daily from our offices in Bridgend, South Wales.

Can I cancel my order? 

Yes, you can cancel your order. All order cancellations must be done within 24 hours of purchase due to our products being a personalised item, that cannot be used or re-sold. We operate on a 1-2 working day manufacturing process which means, once your item has been printed you are unable to cancel your order. For more information view our cancellation policy here. 

How do I return an order? 

These things happen. We offer a full returns policy on all orders. Visit our Returns page for more details. 

What payment methods do you use? And are my details protected?

We use stripe payments for all online orders which requires bank verification to approve your transaction ensuring your details are safe and secure. 

When is payment taken when placing a pre-order?

Payment is taken at the point of the pre-order being placed through our secure payment system. 

Can I amend my pre-order?

Yes, all pre-orders will be issued with a manufacture date which means any changes can be made up to 48 hours before the date specified on your confirmation email. You will need to contact info@thepersonalisedpartyshop.co.uk with any desired amendments and you must state your order confirmation number within the email. 

How does delivery work when placing a pre-order?

The same delivery timescales will apply to all pre-orders and this is calculated from the date of manufacture, which is specified in your order confirmation email. For more information on our delivery policy visit our delivery information page. 

Am I eligible for a refund when placing a pre-order?

You are eligible for a refund as long as your cancellation of your pre-order is within our cancellation policy guidelines, then a full refund will be issues. If your pre-order has already been manufactured at the point of the cancelation being received, as this is a personalised item then a refund is not possible. 

Do you ship overseas? 

Unfortunately, we only cover the whole of the UK and Ireland. 

Can I place an order over the phone? 

Due to the design process involved, we do not accept telephone orders. 

Can I track my order? 

Yes, we provide full tracking information in the dispatch confirmation email. If you have any questions concerning your order please contact us and we will be happy to help. 

What if my parcel arrives damaged? 

In the unlikely event that your parcel arrives damaged or in an unusable condition, please send us an email at info@thepersonalisedpartyshop.co.uk with photographic evidence. We will then arrange with you a replacement to be sent out. Damages must be reported within 24 hours of receipt of delivery to be accepted. 

Can I nominate a chosen date for delivery?

Yes, if you require your order to be with you by a specified date then we can arrange this with you, provided enough notice is given to us. Please be aware that there may be additional delivery charges linked with this request that you as the customer are liable for. 

Can I arrange collection to get my orders faster? 

Yes, if you select the local collection delivery option at checkout we will email you once your order is ready for collection. It is the customers responsibility to collect thier order on a suitable date for them within our business opening hours. For products that specifiy collection slots, please be mindful that our collection slots will have limited availability.

WHAT ARE THE DELIVERY OPTIONS?

Royal Mail: 24 hr tracked, 48hr tracked & express

Evri: Standard & Next Day

what is included in a party pack?

Our Party Packs come in three different sizes and the largest pack comprises of the following items;

Plates, Cups, Napkins, Gift Boxes, Balloon Bunch, Number Balloon, Banner & Sweet cone stickers.

do you offer click and collect?

Yes, we offer click and collect for all orders within the CF34 area. Please select local collection at checkout. Click and collect is available during business opening hours only.

HOW DO I GET A BESPOKE DESIGN?

Please complete our bespoke design form and specifiy the important details required to bring your vision to life.

Can i hire props for multiple dates?

Yes, you can select the date duration you want to hire the prop items for.

If you want to book hire items for certain dates throughout the calendar year, this is possible. However, you will need to place individual bookings for the specific dates required. Unfortunately, you cannot book multiple dates under one single booking.

If you need help with any prop hire bookings please contact us on email or call us on 07807 896266.

couldn’t find an answer to a question you have?

Contact us or email us – we are happy to help.