Frequently Asked Questions

Want some help with your order or got a question that you need answered? Just click on one of the questions below to find the answer...

If you still can't find an answer to your question, please contact us, we're here to help!

Placing An Order
Can I order over the phone?
Unfortunately we don't accept telephone orders. All orders must be placed online - if you need assistance please contact us.
Has my order been successful?
When the order has gone through successfully we'll send an email with an order number. If it's not in your inbox please double check your junk folder for emails from

If you've checked your junk mail and still haven't received the email, please contact our Customer Service Centre who will be happy to look into this for you.
Can I add to / amend an existing order?
Possibly. If your order hasn't been packed then we can add to/amend the order, after the packing stage we wont be able to alter the order.

If you need to change an order, please contact us immediately.
Can I cancel my order?
If you need to cancel an order, please contact us quoting your order number.

We are unable to cancel orders once they have been packed, in this instance you can return any unwanted orders.
Voucher Codes
How do I use a voucher/promo code?
To use a voucher code, open the basket page, then enter and apply the code into the ‘Voucher Code’ box.

If you proceed to checkout without entering your code you’ve gone too far and need to go back to your basket. You can only use one voucher code per order.
Why isn't my voucher code working?
You'll need to enter in the voucher on the basket page. If you proceed to checkout without entering your code you’ve gone too far and need to go back to your basket.

Check the voucher has been typed correctly with no additional letters or spaces. If possible, copy and paste the voucher code in.

Vouchers may expire after a set date.

Sometimes there are products in your basket that are not eligible to use with the voucher code entered. When this happens we'll show a warning on the basket page - you can either remove the item from your basket or continue without the voucher being applied.

You can’t use more than one on a single order.
I forgot to use my voucher code – can I claim it afterwards?
We're sorry, voucher codes need to be applied before making payment, they can't be applied retrospectively.
What delivery services do you offer?
Royal Mail 2nd Class Tracked
£2.95 Royal Mail aims to deliver within 2-3 working days.

Royal Mail 1st Class Tracked
£4.95 Royal Mail aims to deliver within 1-2 working days.

DPD Next Day
£8.95 Delivered next working day, orders placed before 2pm (Mon-Fri).

DPD Saturday
£18.95 Delivered Saturday, orders placed on a Friday before 2pm.

Other DPD Services
We also offer other DPD services to remote or offshore areas of the UK. These options will be shown at checkout.

Please allow additional time when placing orders around public holidays and strike action.
Has my order been dispatched yet?
Royal Mail orders will dispatch either the same or next working day. 

DPD orders placed before 2pm will dispatch the same day (Mon-Fri). 

When your order has been dispatched from our warehouse, we'll send you an email to confirm this. Please check you spam/junk folder for emails from
It's outside the expected delivery time – what should I do?
Royal Mail aims to deliver 93% within their estimated time-frame. It's a non-guaranteed service so on some occasions you'll need to allow for extra days.

Please allow additional time when placing orders around public holidays and strike action.

Royal Mail doesn't consider parcels to be lost until 10 working days after the due date. If you still need help, please contact us

DPD orders will be delivered on the specified day, if you're having issues, please contact us ASAP!
What payment methods do you accept?
We accept payments from all major UK debit/credit cards and via PayPal.
Do I need a PayPal account?
No. You can checkout using your credit/debit card, or via PayPal without an account.
What is Card Security / Authentication?
Card Security / Authentication is extra security for online transactions.

In addition to entering the 3 digit number on the back of your card you might be required to authenticate the transaction either via a passcode, which would be sent to your mobile phone / landline or by confirming the transaction via your mobile banking app.
Why has my card been declined?
Your card may be decline for a number of reasons, this could be but is not limited to
- Insufficient Funds,
- Expired Cards,
- Authentication Issues

When your card is declined we try to display a meaningful message that will help you rectify the issue.

If you are still struggling you can try an alternative payment method like PayPal - no account is required and it's 100% secure.
When will I be charged for my order?
Payment is taken at the point of ordering.
How do I return unwanted items?
Within 14 days of delivery you may request a return of any unwanted items, as long as they are unused, not damaged, unopened and in their original packaging. You will be responsible for the cost of return postage and your original delivery cost will not be refunded.

Return Address:
Party Decorations UK Ltd
Unit 5a Pooley Hall Farm Buildings
Pooley Lane
B78 1JA

Please ensure that all items are packaged securely and a copy of your details and order number are placed inside the box.

You are responsible for ensuring all items returned to us are in a saleable condition. We recommend you return via recorded delivery.
How long does it take to process my return/refund?
Returns can take up to 14 days to process. The process starts once we have received the returned items. Once processed, refunds will show on your bank statement within 7 days.
Can I return sets or bundles?
Sets and bundles must be returned as a complete set, any partial sets will not be refunded.
Can I return Helium Canisters?
No, our helium canisters are non returnable. Additionally, we will not provide a refund for these products if returned without prior approval.
Can I exchange an item?
We don't offer an exchange facility. The best thing to do is place a new order for what you require and then return the unwanted items for a refund.
My item was damaged what do I do?
If you receive a damaged or faulty item contact us straight away

We will always correct any mistakes to ensure you remain happy with your purchase.
Do your prices include VAT?
Unless agreed elsewhere, all prices quoted are inclusive of VAT. If you are a Trade account please refer to your welcome email.
Can you supply a VAT Invoice?
Yes we can supply VAT invoices. These will be sent on request. Please contact us to request your VAT invoice.
Trade Accounts
Can I apply for a Trade Account?
Yes, please use the following link to make a trade account application.
Customer Service
Contact Form
Our contact form can be found here
Postal Address
Party Decorations UK Ltd
Unit 5a Pooley Hall Farm Buildings
Pooley Lane
B78 1JA
Response Time
We aim to respond to all emails within a few hours.