Customer Info

HOW FAST DO YOU DISPATCH? 

Orders placed before 1:00 pm Monday-Friday go out on the SAME DAY, we don't dispatch at weekends. Orders placed on bank holidays and weekends are processed the following working/business day. During peak times this may be slightly longer. (For more information and shipping prices please see our Shipping Page)

WHERE ARE YOU LOCATED?

We are located near Reading in West Berkshire. Our office address is The Office, Mortimer Common, Reading, West Berkshire, RG7 3RS.

HOW LONG WILL IT TAKE MY ORDER TO ARRIVE?

We have a range of shipping options for you to choose from with shipping times between next day to 3-5 working days for the UK and 3-8 working days for International orders. All shipping estimated times are provided at the checkout.

NOTES ON SHIPPING:

  • The day of shipment is not considered a transit day by any of our carriers, no matter what time the order is placed, processed, or shipped.

  • We reserve the right to upgrade your shipping method as we deem appropriate, including switching to a different carrier or service provider to deliver your package faster or more reliably.

 

DO YOU SHIP INTERNATIONALLY?

Yes!  Please see our Shipping Page for more details.

CAN I COLLECT MY ORDER?

 

Yes you can! You can opt to collect your order from our office here in West Berkshire, our opening times for collection are 10:30 am to 4:00pm Monday to Friday.  For Saturday collection please contact us to arrange a convenient time.

Choose the 'Collect' option when checking out

Collections are strictly by appointment only and must be arranged by emailing us at info@partycherubs.com

Our address is:  Party Cherubs, The Office, 23 King Street, Mortimer Common,  RG7 3RS.

CAN I RETURN PART OF MY ORDER?

We are pleased to be able to offer our customers a 100% Satisfaction Guarantee. We want you to be happy with your party supplies!  If the products you selected didn't work out for any reason we will issue a refund for returns received within 30 days of the original purchase date.  

  • Return shipping costs are the responsibility of the customer, and original shipping costs will not be refunded.

  • If you received a special offer discount on your order, that amount will be deducted from your return.

  • Returns received past the allowable date will not be refunded.

  • Items must be returned in unused condition in their original packaging.   Damaged returns cannot be accepted. You may ship the returned item(s) to us at: The Office, 23 King Street, Mortimer Common,  RG7 3RS.

 

Your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.

Please note that although we issue refund funds to your bank/credit provider immediately, in some cases there may be a delay of up to 14 working days before you bank displays the credit in your account. If you haven’t received an agreed refund from us, please firstly check directly with your bank before contacting us.

I received my order and one of the items is incorrect/missing/damaged

We are very sorry if you have received a wrong or faulty item and will do all we can to rectify that situation with urgency! Please let us know what you ordered and what you received in its place.  Missing, incorrect, or damaged items must be reported to us within 14 days of receipt of the package.  Please keep the entire contents of the package as we may need photos of the damaged parcel in order to file a claim.

  

WHAT HAPPENS IF I REFUSE THE DELIVERY, OR I AM NOT THERE TO ACCEPT MY DELIVERY? 

All couriers charge a fee to return the package to the sender.  Since we shipped the package on your behalf, you may be liable for the return shipping fees if you refuse delivery, or if an attempt has been made multiple times by the carrier with no success.

I GAVE YOU THE WRONG SHIPPING ADDRESS.  WHAT SHOULD I DO?

Please let us know of changes ASAP.  After the package has already left our offices, we may not be able to make any changes. If the package is returned by the carrier, we will be happy to issue a refund for the items, or re-ship to a new address, but you will be responsible for the re-ship charges.

THE TRACKING ON MY ORDER SAYS IT WAS DELIVERED, HOWEVER I NEVER RECEIVED IT - WHAT SHOULD I DO? 

Once the package has left our offices, it's more effective to contact the courier directly. Have your tracking information handy so they can help you track it down. 

DO YOU OFFER ANY DISCOUNT CODES? 

Occasional we may offer seasonal discounts and special offers. The best way to find out about discounts and offers is via our newsletter - sign up to our mailing list to be first to know about any of our offers!

OTHER QUESTIONS

If you have any other questions or queries then please don't hesitate to contact us at info@partycherubs.com

Thank you for Shopping with us