Frequently Asked Questions

We have listed here the questions that we get asked most frequently.
Click on the relevant question to see the answer.
If your question is not answered here, please contact us
.

 
ORDERS
Q. Has my order gone through?
 
Q. How do I amend my order?
 
Q. How do I cancel my order?
 
Q. What if an item is damaged, faulty or missing?
Q. Why has my order been cancelled/refunded?
DELIVERY
Q. How do I track my Order?
 
Q. What are your delivery charges?
Q. What happens if I am not in when your carrier arrives?
 
Q. Where is my order?
 
RETURNS & REFUNDS
Q. What if an item is damaged, faulty or missing?
 
Q. What do I do if an item I order is not suitable or not what I expected?
 
PRICES & PAYMENTS
Q. How can I pay for my order?
 
Q. Do your prices include VAT and what is your procedure for organisations that are exempt from paying
 V.A.T
Q. How do I get an invoice?
OUR SERVICES
Q. How do I leave a review of my shopping experience?
 
Q. Do you have a shop?






ORDERS

Q. Has my order gone through?
A. If you have placed your order online  and have a valid email address on your account, you will receive an ‘order confirmation' email.

The email will detail the items you have ordered and provides a unique order number.

If you have not received this email you may want to check that it is not in your spam/junk folder.

You can also see your orders by signing in your account. Here, you can also check that the email you have registered is your current one.

If you have not received an email and your order is not available to view in the ‘My Orders’ section then it is likely that your order has not been successful. In this case, we would suggest that you attempt to place your order again or contact Customer Services on 0208 8843321  which is open Mon-Fri 9am to 5.30pm. If our operators are busy you will be able to leave a message on our answering service.

 


  Q.


How do I amend my order?
A. If you wish to amend your order, please contact Customer Services Department either by telephone: 0208 8843321, or alternatively by email: sales@partybagsrus.com as soon as possible. If your order has not already been processed, we will of course be happy to action your request.


  Q.


How do I cancel my order?
A. In the unlikely event that you should wish to cancel your order, please contact Customer Services Department either by telephone: 0208 8843321, or alternatively by email: sales@partybagsrus.com as soon as possible. If your order is not already passed the stage where it can be cancelled, we will action your request as soon as possible. If it’s too late for your order to be cancelled, we will be happy to receive your return in accordance with our terms and conditions.



  Q.


What if an item is damaged, faulty or missing?
A. Claims for damaged, faulty or shortages must be made within 7 days of delivery. Please contact Customer Services.
 

 

  Q.

Why has my order been cancelled/refunded?
A. Item(s) you have ordered are no longer available or in exceptional circumstances your order criteria has not met our Terms and Condition of Trade.


DELIVERY

 
Q. How do I track my Order?
A. If you have a valid email address on your account, you will receive a ‘ Your Order has been Dispatched email’ once your order has been dispatched from our Warehouse.

If you have not received this email you may want to check that it is not in your spam/junk folder.

If your order has been sent on a trackable service, we can track the order for you or send you the tracking number.



  Q.


What are your delivery charges?
A. For full details of our delivery charges, please click here:

https://www.partybagsrus.co.uk/delivery

 



  Q.


What happens if I am not in when your carrier arrives?
A. Our carrier will leave a card indicating the day and time they attempted delivery. The card will give contact details, along with a reference number, so that you may make alternative delivery arrangements.



  Q.


Where is my order?
A. Whilst we aim to deliver your order quickly, occasionally delays might occur that are beyond our control.

If your delivery is late and we haven't been in touch, please speak to our Customer Services team using the relevant number or email on the Contact Us page.



RETURNS & REFUNDS



  Q.


What if an item is damaged, faulty or missing?
A. Claims for damaged, faulty or shortages must be made within 7 days of delivery. Please contact Customer Services.
 



  Q.


What do I do if an item I order is not suitable or not what I expected?
A. Simply send us an email and return the item to us within 28 days and we will give you a refund of the goods value or exchange it. Items should be in their original packaging and in resalable condition. Please include the Order Form sent with your order and state why you are returning the item and whether you would like a refund or an exchange. If you are requesting an exchange, state the product code of the item you wish to receive. We recommend that you obtain proof of dispatch when returning items in case they get lost.
If you cannot find your Order Form then please enclose a letter quoting your Customer Reference Number to ensure that we are able to carry out your instructions or contact you in the event of any query.


PRICES & PAYMENTS



  Q.


How can I pay for my order?
A. You can pay via Debit/Credit Card or by Papal.



  Q.


Do your prices include VAT and what is your procedure for organisations that are exempt from paying VAT?
A. Yes, all our prices include VAT where applicable. Organisations exempted from paying VAT are advised to order their goods and pay the VAT and then should make their own arrangements to claim it back. We are unable to deduct it for you. Channel Islands pay no VAT.

 
 
 
 
Q. How do I get an invoice?
A. Just send us an email requesting a V.A.T invoice. 
Please provide your order reference number.
sales@partybagsrus.com

 
OUR SERVICES



 Q.


How do I leave a review of my shopping experience?
A. We would love to know what you think about our products and our service.
Please send us an email with your review. sales@partybagsrus.com



​​​​​​​  Q.


Do you have a shop?
A. We do not have a shop at our premises or facilities for personal callers.
Orders can be placed online via our website.