FAQ's

GENERAL

You can contact us via:

Email: [email protected]

Live chat: monitored 9am – 5:30pm, Monday – Friday

Phone: 03333 704 777

Our offices and warehouse are based in Southampton, UK. Our full address is:

Unit 2A
Nutsey Lane
Totton
Southampton
SO40 3NB

If you are collecting an order, click here for directions!

We are open 9am – 5:30pm, Monday to Friday.

You need to have a trade account and be logged in to view our prices. If you don’t have an account, you can apply for one here. We only supply to trade customers – if you sell, or use, the products we stock on a regular basis, we want to supply you! We aim to review account applications within 24 hours, Monday – Friday.

You can find our returns policy here.

Yes we do! We have forever discount codes which you can use again and again. Find them here.

If you are a BAPIA or NABAS member, we also offer a special discount. You can find the discount code for BAPIA and NABAS in the Members Area of each site.

Please note, only 1 discount code can be applied per order.

MY ACCOUNT

If you’ve forgotten your password, please follow the ‘Forgotten your password?’ link on the login page. Enter your email address and you should receive an email allowing you to reset the password. This email can go into your junk folder, so it’s definitely worth checking!

If you’re still having problems, please give us a call on 03333 704 777 and we will do our best to help.

You can change your delivery & billing address at checkout. Simply click ‘Edit’ and choose the correct address from the drop down. You can also choose to ‘Enter a new address’.

If you enter a new address, you can select ‘Save this address in my address book.’ so it is saved for next time!

To view and edit all your saved addresses:

Desktop: when signed in, click your name at the top right of the page, and then click ‘My Account’. From here you can select ‘Addresses’. You can then add, edit and delete addresses as necessary.

Mobile: when signed in, click on the menu, scroll down and click on ‘Account’ and then ‘Addresses’. You can then add, edit and delete addresses as necessary.

You can view and download invoices for all previous orders on your account.

Desktop: when signed in, click your name at the top right of the page, and then click ‘My Orders’. Find the order you need and click ‘View Order Details’, you can then click ‘Print Invoice’.

Mobile: when signed in, click on the menu, scroll down and click on ‘Account’ and then ‘Orders’. Find the order you need and click ‘View Order Details’, you can then click ‘Print Invoice’

Top tip: if you don’t want to print the invoice, select ‘Print to PDF’ and you can save it as a PDF instead!

You can easily add products you’ve ordered previously straight to your basket!

Desktop: when signed in, click your name at the top right of the page, and then click ‘My Orders’. Find the order you need and click ‘View Order Details’. You can then tick the products you’d like to re-order and click ‘Reorder’ – this will add them to your basket.

Mobile: when signed in, click on the menu, scroll down and click on ‘Account’ and then ‘Orders’. Find the order you need and click ‘View Order Details’. You can then tick the products you’d like to re-order and click ‘Reorder’ – this will add them to your basket.

Click here for all the information regarding EU orders & deliveries.

MY ORDERS

If you placed your order after 3:30pm* you can add to you order up until 11am the next day (and up until 11am Monday if the order was placed after 3:30pm* on Friday).

*Please note, although 3:30pm is our order cut-off, if you place your order after 3:30pm and we have capacity to dispatch the order same day, we will. If this is the case, you would not be able to add to your order as it will have already left our warehouse.

We can sometimes accommodate add-ons after 11am. Please call 033 33 704 777 and we will do our best to help you. Unfortunately, if your order has been picked or packed you will not be able to add on.

We aim to dispatch orders placed before 3:30pm Monday - Friday the same day.

However, if you place a very large order close to the 3:30pm cut off, there is a chance we may not be able to dispatch it same day depending on the warehouse capacity, but we will always try our best. If this is the case, we will contact you.

If you are placing a very large order, we would recommend placing it as early as possible to avoid issues.

If you need your order next day, the best option to go for is DPD. Although there can be unexpected delays (such as break downs, bad weather etc.) we have found them reliable and 99% of the parcels are delivered on time. On the day of delivery, you will also receive a 1-hour time slot by email and text (if a mobile number has been provided) by 11am.

Tracking a parcel depends on which delivery option you selected:

Royal Mail: we are unable to track Royal Mail parcels. 1st Class delivery usually takes between 1-5 working days, and 2nd Class between 2 – 10 working days (this can be longer during busy periods).
Parcelforce: On the day of your delivery, you should receive a 1 hour time slot by email.
DPD: On the day of your delivery, you should receive a 1 hour time slot by email and text (if a mobile number has been provided) around 11am.

If you have any questions or problems with tracking your orders, please get in touch with your order number via email: [email protected], by phone: 033 33 704 777 or message us on live chat (monitored 9am – 5:30pm, Mon – Fri).

Unfortunately, faulty balloons & products are part of the business. As balloons are manufactured at such a high rate, any small imperfection can cause a faulty balloon. If you are buying balloons for a job, we really recommend ordering spares!

If your balloon/product is faulty, please drop us an email at [email protected] with the following information:

Company Name
Order Number
Name & Quantity of faulty product
Photo of faulty product

We will sometimes ask for more information to help us with your query. We will aim to respond to you within 24 hours, Monday to Friday.

If you have added the wrong address to your order, please get in touch ASAP via email: [email protected], by phone: 033 33 704 777 or message us on live chat (monitored 9am – 5:30pm, Mon – Fri). Please provide your order number and correct address.

If the order is still in the warehouse, we will be able to change the address for you. If your order has been collected by Royal Mail/DPD/Parcelforce, changing the address may cause a delay/extra charges.

If you would like to cancel your order, please get in touch ASAP via email: [email protected] or by phone: 033 33 704 777. Please provide your order number.

If the order is still in the warehouse, we will be able to cancel the order, however there may be some restocking fees.

If your order has been collected by Royal Mail/DPD/Parcelforce, please wait until the order has been delivered and then post it back to us using a tracked service such as Royal Mail Signed For. We will not be able to refund the postage on the order and some restocking fees may occur.

These are the team members who have picked and packed your order! You can find out a little more about them and the rest of the team here.

When you put an item into your basket, the stock isn’t secured until you have checked out and paid for the order. We find this is the fairest way for everyone to have access to our products.

If product(s) in your basket have gone out of stock (or we no longer have the amount you added) the product(s) that are unavailable will be removed from your basket, or quantities will be adjusted to match the stock we have available. This decreases the chances of stock shortages on your order.

Once you’ve added all of the items you’d like to purchase to your basket, select the basket icon at the top of the page.

Desktop: once you’ve clicked the basket, click ‘Checkout’. Enter your customer, shipping and billing details. Scroll back to the top of the page and under your order summary, click ‘Coupon/Gift Certificate’. Enter your code in the box that appears then click ‘Apply’.

Mobile: scroll down past all the items in your basket. Under the totals you’ll see the ‘add promo code’ button, click this and enter your code in the box that appears then click ‘Apply’.

Please note, only 1 discount code can be applied per order.

PRODUCTS

We can often contact manufacturers to see when an item is likely to be in stock. Drop us an email at [email protected], call 033 33 704 777 or message us on live chat (monitored 9am – 5:30pm, Mon-Fri) and we will get back to you as soon as we can.

It’s also a great idea to click the ‘Notify me!’ button so that you receive an email as soon as the product is back in stock on our website.

We offer hire helium cylinders from 2 suppliers:

Air Products: X10, X20 and X30 cylinders

BOC: V size, T size, L size, E33, G10 and G20 cylinders

All helium hire cylinders come with 8 weeks rental included. If after 8 weeks you still have helium left, you will need to extend the hire of the helium cylinder every 4 weeks.

Nozzles

Air Products: If you are having the cylinder delivered, an inflator can be supplied at no extra charge. This does not affect the cost of extending the hire on your cylinder. If you are collecting the cylinder from a gas agent, you will need to purchase your own inflator. You are not able to rent one.

BOC: You can initially hire a nozzle with your helium cylinder at no extra cost. However, if you need to extend the rental on your helium cylinder and nozzle, this costs more than just extending a cylinder. If you use helium and a nozzle on a regular basis, it can be more cost effective to buy your own nozzle. You can find all our helium accessories here.

There are 2 options available for hire helium cylinders. Delivery or collection.

Delivery

Air Products: Hire helium cylinders can be delivered to residential & business addresses. When ordering your helium cylinder, please let us know in the comments when you would like the helium delivered, and we will arrange this for you. Saturday delivery is not available.

BOC: Hire helium cylinders can only be delivered to business addresses. When ordering your helium cylinder, please let us know in the comments when you would like the helium delivered, and we will arrange this for you. In some areas, helium can only be delivered on certain days, so some limits may apply. Saturday delivery is not available.

You will be given a 4 hour time slot on the day. The helium should be delivered within this time frame, as long as there are no unexpected delays.

Collection

There are gas agents all over the country, so you should be able to collect your helium from a local agent (depending on stock levels). When you place your order, please let us know in the comments when you would like to collect your helium. Once we have arranged for you to collect your helium, we will be in touch via email with your PO number and some safety information. Please read the safety information carefully.

You will not be able to collect your cylinder until you have received this email. We arrange helium collections as quickly as possible, but there can be delays. Once you have received this email, you will need to take some ID along with your PO number (on the email) to the gas agent.

When returning your cylinder, please keep your copy of the returns paperwork.

If you have used our menu and search bar and can’t find the item you are looking for, it is best to contact us via email at [email protected], call us on 033 33 704 777 or message us on live chat (monitored 9am – 5:30pm, Mon – Fri). We will do our best to help and if it isn’t something we already stock, we may be able to order it in for you!

Please note, when a seasonal product is out of stock for the year, we remove it from the website to try and avoid any disappointment.

We are based online and don’t have a shop that you can browse. However, you can click & collect your orders from us! Simply choose ‘Collection from Southampton’ at the checkout. Place your order by noon for next working day collection.

You are welcome to use the vast majority of our product images! The only ones that we ask you not to use are images with the Balloon Market logo on them. These are usually products we have taken photos of and edited ourselves.

BALLOON DECORATING

Firstly, welcome! We’re happy to have you here and hope you enjoy this fun and creative industry.

BMTV is our weekly YouTube show which has a range of videos to help you in your career, you can find our channel here.

If you are brand new, we recommend our Balloon Basics series – these are step-by-step guides of key techniques. You can find them all here.

We believe one of the best ways to learn is training. You’ll learn lots from the experienced trainers and you will probably pick up some great tips and tricks from other attendees! We offer both online and in-person training. Find all our current training courses here.

BMTV, our weekly YouTube show, is a great place to pick up techniques, tips and tricks from some of the industry’s leading experts. Click here to view all the videos on our channel.

If you’re looking to brush up on key techniques, we’d recommend our Balloon Basics series (you can find it here).

If you’re not able to find what you are looking for, please drop us an email at [email protected], call us on 03333 704 77 or message us on live chat (monitored 9am – 5:30pm, Mon – Fri) and we will do our best to help.

We have created Collections of some of the most popular trends, colour combinations and occasions to give you inspiration for your designs. Collections are a range of products which we have curated to give you ideas and help you create something fantastic! You can find all our collections under ‘Party Supplies’ or click here.

Another great resource is BMTV, our weekly YouTube show. With 100’s of episodes, you can pick up techniques and ideas from leading industry experts which can be applied to a range of themes and occasions. Click here to watch!

The Manufacturer Resources page on our website (you can find it here) has some great custom colour charts for both Qualatex & Sempertex latex balloons. Find the Qualatex page here and the Sempertex page here.

If you still can’t find the perfect colour, drop us an email at [email protected] with an image of the colour you are trying to create, and a member of our knowledgeable customer support team will do their best to help you.

Please note, sometimes photos on social media have been edited or have a filter and so it’s not possible to create the exact colour on the image!

Firstly, you’re not alone! We have found a lot of decorators struggle with how much to charge for their work. We have created an Interactive Pricing Tool which can be found here. Simply fill in the tables with information such as quantities, costs and other expenses and the cost will be calculated for you!

Alternatively, training is a great place to learn more about how to cost your work! Find all of our training courses here.

We try to put as much information as we can into our product descriptions on the website, so check these out first to see if helium capacities have been added. Manufacturer Resources (which you can find here) is also a great place to check for helium capacities. We have collected lots of helpful product information and put it all in one, easy to find place.

Still not found what you’re looking for? Feel free to drop us an email at [email protected], call us on 033 33 704 777 or message us on live chat (monitored 9am – 5:30pm, Mon – Fri) and we will do our best to help.

If you are looking to fill a balloon or add extra details such as tails or collars, you will need to know how much weight the balloon can lift. This is also used to calculate how much weight is required to hold the balloon(s) down.

We have created a Lift Ability Chart with some of the most common balloons here.

If the balloon you are looking for isn’t on here, drop us an email at [email protected], call us on 03333 704 77 or message us on live chat (monitored 9am – 5:30pm, Mon – Fri) and we will do our best to help.

Please note, any additional weight will reduce the float time of your balloon.

BALLOON PRINTING

We are happy to provide you with a quote for printed balloons, and we can print foil & latex balloons. Please send an email with the following information to [email protected] and we will get back to you with a quote as soon as we can.

Quantity of balloons (we have a minimum print run of 25)
How many colours in your design?
Would you like a 1 or 2 sided print?
What date do you need the balloons for?
Your contact details (Company name, your name, telephone number)
A copy of your design if you have it (ideally in vector format - .eps, .api or .pdf file)

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