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General FAQs

 On this page you will find information on:

• Shipping and postage
• Placing an order and order processing
• Click and collect orders
• Returns and exchanges
• Delivery
• Event installations
• Media enquiries

For all things balloons, please visit our balloon FAQs page.

If you have a question that is not answered in our FAQs or within our Terms & Conditions, please contact our friendly customer service team at hello@poppiesforgrace.com.

 

Shipping and postage

Who do you ship/post with?

All orders are shipped with Australia Post.

How long will it take for my order to arrive?

Australia Post delivery times vary depending on:

• the delivery speed you choose, and
• where your parcel is being sent from, and
• where your order is being sent to.

    For an estimated delivery time, please visit Australia Post's Delivery Speeds and Coverage page.

    When will my order be posted?

    We post orders each day from Tuesday to Friday. Please let us know if you need something fast and we will do our best to get it to you.

    How much is postage?

    Standard postage within Australia is $12. For orders over $150 standard postage is free.

    Express Post cost ranges from $22 to $32 dependent on the order. This will be confirmed at checkout.

    Please visit our Postage & Shipping page for more information.

    If I upgrade to Express Post, will this make the turnaround time of my order quicker?

    No. Express Post will not expedite your order turnaround time. Express Post is a shipping option that guarantees quicker delivery. It does not mean your order will be sent out within one day.

    What happens if I need my order sent urgently?

    Please select Express Post and add a note to your order (you can do this at check out) and drop us a quick email to hello@poppiesforgrace.com. We do not offer refunds if your items do not arrive in time. Unfortunately, the ways and means of Australia Post are out of our control.

    My order hasn't arrived. What do I do?

    You can track your order via the details sent in your shipping confirmation email. Australia Post suggests contacting them as soon as possible to lodge a claim. If you require any information from us in order to complete your claim please get in touch.

    Do you ship to international destinations?

    Yes. You can choose your international shipping option at check out.

    How much does international shipping cost?

    International shipping costs range from $23 to $120 dependent on the order. This will be confirmed at checkout for you.

    How long will it take to receive my order if I'm not in Australia?

    All international orders are shipped with Australia Post.

    Australia Post delivery times vary depending on:

    • the delivery speed you choose, and
    • where your parcel is being sent from, and
    • where your order is being sent to.

      We strongly recommend referring to the Australia Post website for estimated delivery times. Our postcode (zip code) is 3122.

      Placing an order and order processing

      How do I place an order?

      You can order items to be posted/for pick up via our website. You can also give us a call and place an order over the phone. Email enquires are also welcome.

      How long will it take to process my order?

      Most orders are processed and posted within two-three business days (unless it is a custom order).

      Click and collect orders are available for collection within 2 business days from our Hawthorn store after you order. More information on click & collect orders are below.

      Custom orders have their own processing and delivery times which are advertised in the product description on the individual product page.

      We strongly recommended checking the Australia Post website for details on the estimated shipping time between us (Melbourne, Australia 3122) and you!

      Please allow extra time for processing and shipping during sale times, Christmas, Easter and other peak periods. Please ensure you give the full and correct shipping address, as there will be re-delivery fees.

      Why can't I place an order for delivery on your website?

      We use an external courier who requires a minimum of 24 hours notice, so we need to be able to confirm with them if they have a delivery slot available for you before confirming your order.

      Delivery orders need to be called through or emailed to hello@poppiesforgrace.com. Once delivery is confirmed with our courier, we will send you an invoice for your order. Your order is confirmed and booked in once payment has been made.

      Which payment methods do you accept?

      Afterpay, Applepay, PayPal and Googlepay. PayPal allows you to pay by credit card or through your PayPal account. It is secure and easy to follow along with the prompts for payment.

      Click and collect orders

      Do you offer click and collect?

      Yes, we do! Pick up is from our Hawthorn store, located at 297 Auburn Road, Hawthorn, Victoria.

      How do I place a click and collect order?

      At checkout, choose "click & collect" then nominate a time and date for pick up. We recommend picking up balloons as close to your event as possible.

      Click and collect orders are available for collection within 2 business days from our Hawthorn store after you order. You will receive an email notification once we have processed your order.

      Can I order something from your website and pick it up on the same day?

      No. Pick up through the website is not available for same day orders. If you are needing balloons or products on the same day, please call us on 9813 1618 to arrange.

      Will my inflated balloons come on a weight?

      Inflated helium balloons come with matching ribbon and a balloon weight.

      How do I transport my inflated balloons?

      We recommend picking up your balloons as close to your event as possible to get the most out of your helium. Please read our Balloon FAQs for float times and other important information.

      The bigger the car you can bring the better! You want to make sure your balloons will fit and you will always need more room than you think!

      We highly recommend collapsing all of your seats, sliding the front passenger seat forward and removing any car seats. The more space you can create in your car the better, so have a little car tidy before you pick up your balloons.

      Returns and exchanges

      Do you have a returns and exchanges policy?

      Yes, please visit our returns and exchanges page for more info.

      Can I return an item?

      Products that have been unopened and unused may be returned within 14 days. Please email us at hello@poppiesforgrace.com to organise a return. All returns need to be confirmed by our customer service team before returning your item/s.

      Custom products, unpackaged balloons and some items are not eligible for return. Please see our terms and conditions and returns and exchanges page for more details.

      Can I return an online purchase in store?

      Yes. Visit us at our Hawthorn store with your order number/proof of purchase and we will do what we can. As above, custom items and unpackaged balloons are not eligible for return, but with most items a return will be possible. 

      Can I change an item in my order?

      If you wish to change or cancel any item after placing your order please contact us ASAP. If your order has not been shipped we will do our best to accommodate your request. We cannot accept changes to customised orders.

      I received a faulty item. What now?

      Oh no, that makes us sad! If your item arrives in a faulty condition please contact us within 5 days of receipt for directions on how to return your item for a replacement or refund. 

      We are unable to refund/replace items that are lost or damaged in transit. Balloons are not refundable as we cannot test non-inflated balloons. 

      Delivery

      Can you deliver my inflated balloons?

      Yes! We use an external courier who requires a minimum of 24 hours notice.

      Delivery rates start at $40. Please contact us for a quote via hello@poppiesforgrace.com or call us on 03 9813 1618.

      Visit our balloon delivery page for more information.

      Event installations

      Can you come to my event and install balloons for me?

      Unfortunately, we no longer have an Events Team, nor are we able to do any on-site installations. But don’t you worry! If you have an event and need some epic decorations – we can still help!

      Our shop team can put together balloon garlands or helium balloons for your event at our Hawthorn store and these can either be collected by yourself or the courier company that we use can deliver them. Please be aware with this service is a courier service, so the installation of the decorations and balloons are up to you. 

      When we make our balloon garlands we leave enough length of the fishing line at either end so that you can tie your garland up (reusable hooks are an easy option to attach to, or curtain poles).

      Our available options can be found here and the colours and lengths of the balloon garlands can be customised - just make sure you give us plenty of notice before the date of your event. 

      We love being able to bring the joy to your events! If you have any questions please don’t hesitate to get in touch.

      Media enquiries

      If you have a media enquiry please contact us at hello@poppiesforgrace.com.