FAQs

    • Order Processing, Shipping & Delivery

     How long will it take to process my order?

    Generally products that are in stock and do not require manufacturing or customisation will process with 2 business days. The processing time for other products will depend on the size, customisation and availability of the ordered products. Some delays can be experienced during specific festive seasons. If you require your order by a certain date, please let us know when placing your order.   

    How long is will it take for my parcel to arrive once it has shipped?

    This will depend on your location and the shipping method selected. Most parcels will arrive within 5 business days from dispatch. Delays can be expected due to Covid-19 restrictions.

    Do I have to pay for shipping?

    Yes, shipping is additional. From time to time to time we may run free shipping or discounted shipping rates as part of a promotion.

    How much will shipping cost?

    Once items are placed in your cart you can use our shipping calculator to determine your shipping costs. We offer both Standard and Express Postage options as well as same day delivery to certain postcodes. All delivery options and pricing will be listed at checkout. 

    How is postage calculated?

    Postage is generally calculated on weight and destination, therefore it is possible that you will be charged a different shipping fee even though the order amount is the same. We may offer shipping discounts for bulk orders, please enquire to see if your order is eligible. 

    Where do we ship?

    We ship anywhere within Australia. International shipping is not currently offered. if you would like to be notified of changes to our shipping policy please sign up to our newsletter. 

    Do you offer an express shipping option?

    We do offer express shipping on some orders, if your order qualifies you will be offered an express shipping option at checkout.  If you do not see this option at checkout and would like your order shipped out express you will need to contact our customer service to arrange a quote.

    Is shipment or delivery the only way to receive my package?

    Yes. We do not offer a click and collect service. If goods are required urgently please contact us and we will endeavour to get your order to you the quickest way possible.

    What happens if my parcel does not arrive?

    Once your order is shipped we will provide you with tracking details, so please track use these details to track the progress and status of your order. In the event that your order doesn't arrive, please contact us and we will attempt to locate your order.

    Is delivery effected during the Christmas Holiday Period?

    Our online store will remain open however order processing and delivering during this period may be delayed. We will list any disruptions to service on our announcement bar at the top of our page.

    Can I alter my order once I place it?

    Yes you can provided that we have not begun working on your order. Once your order has shipped unfortunately no changes can be made.

     

    • Returns

    Do you offer returns or exchanges?

    We do not offer refunds for change of mind purchases. We do however offer an exchange on goods purchased provided that they are returned unopened and in original packaging with any tags attached.  An exchange will not be issued for customised, personalised or perishable goods. No exchange can be given for goods that have been partially consumed or used or packaging opened.  If an item is approved for return then the return shipping will be at your cost and any new products selected may attract a shipping fee.  Refunds will be issued if required by Law. More information regarding returns can be found in our returns policy link on our home page.

    What happens if I am not happy with my product?

    We take pride in the products that we sell and want our customers to feel satisfied with their purchases. In the event that you are not satisfied with your purchase please contact our customer service for further assistance.

    Can I still return my product if I have opened it already?  

    Opened or used products cannot be returned however you can return an item if it is faulty.  Please contact us for further instructions

    Can I do something if the product I want is out of stock?

    Yes you, please email or call us as we can check the reorder status of currently out of stock items. 

     

    •  Payments

    Are my credit card details safe on your website?

    Yes they are.

    My card is being declined. What do I do?

    Please check that the payment method used is offered by our site or you can try using an alternate payment method

    What payment methods do you offer?

    You can pay with Visa, Mastercard, American Express, Shop Pay, Apple Pay & Google Pay. Direct Deposit is also available however orders cannot be confirmed until payments are cleared.

    My computer had a malfunction while I was purchasing something, will my transaction still be successful?

    Please check your email inbox for your order confirmation. If you haven't received one then generally your order has not gone through.  If unsure please contact us and we can check for you.

    What currency is being presented on your products?

    Payment will be taken in Australian Dollars 

    Is GST included?

    Yes GST is included in your order total

     

    •  General

      What are your trading hours?

      Our online store is open 24/7, If you would like to contact us by phone or email we will respond during our Customer Service operation times:

      Mon - Fri, 9am - 5pm
      Saturday, Closed
      Sunday, Closed
      Public Holidays, Closed 

      How can I add further custom changes without using your website?

      If you would like to make any modifications or customizations not available online, please email or call us. One of our customer service agents will be happy to assist.

      Can I place an order over the phone?

      Yes you can please call us on: 1300 367 675

      Do you give discounts for bulk orders?

      We offer competitive pricing as we sell direct to the public. If you are planning to make a bulk order please check with us to see if any discounts apply.

       If an item is out of stock can I still place an order?

      You will only be able to purchase in stock items through the website. In some instances where you would like to purchase additional units we may be able to assist. Please contact us for assistance.

      Why are the contents of my lolly bag/box different to those pictured or listed?

      Some products pictured or listed may differ to those supplied.  This may be the case due to the following situations:

      • Some products are sold in an assortment of colours and designs, therefore you may receive a product in a different colour or design to that featured (pictured).
      • Where a product is out of stock or discontinued it may be replaced with an item of similar appearance, value and size.  Where an item is substantially different we will obtain your permission to substitute the item.
      • When a manufacturer changes/updates its packaging and or product.
      • Where the contents listed differ to those featured in an image, the contents listed will prevail. 
      • Where a product contains a contents list, the contents supplied may differ to those listed but will be replaced with an item of similar appearance, value and size.
      • Party Arts reserves the right to alter, add or delete products from its current range without notice.