Terms and Conditions - Helium Balloon and Balloon Set Up & Delivery

Returns & Refunds:

• While Balloons are in our care and are being Set Up & Delivered by us, we are happy to replace any damaged balloons at our cost.
• During or after balloons and other decorations are in the customer’s or venue’s care, we will not be held responsible for any costs or damages caused either directly or indirectly to the balloons and other decorations.
• We are unable to provide a refund or replace Balloons and other products which have been misused, mishandled or incorrectly installed after successful delivery.
• We do not take responsibility for any unforeseen circumstances which may cause delivery to be late. This includes strikes, natural disasters and any other circumstances beyond our control.

Defects & Faults:

• Although we take great care in preparing all of our orders and ensuring we only provide high quality products, in the rare case that our balloons and other products are faulty, we will replace the faulty product at the earliest available time.

Change of mind on your purchase:

• Although we do provide a refund for faulty products, we do not provide a refund simply because you have changed your mind.

Cancellations:

• Orders may be cancelled via phone or email to Amy on 0412 686 250 and to amy@kokoeventsupplies.com.au
• It is kindly requested that all cancellations are made more than 6 days before the pickup or Set Up & Delivery date.
• Cancellations made 3 days before the pickup or Set Up & Delivery date will receive a full refund.
• Cancellations made between 1 and 3 days before the pickup or Set Up & Delivery date will receive a 50% refund.
• Cancellations made within 24 hours of the event date will receive no refund.
• These cancellation policies are set as we may have already completed your balloon order.

Changing an order:

• Orders may be changed 4 days prior to your pickup or Set Up & Delivery date.

Float Time Variations:

• Conditions, such as, Sun, Wind, Rain, High Altitudes and grit all impact a balloon float time. Due to this, we are unable to guarantee our standard suggested float times under the following conditions:
• Outdoors
• Indoors, but exposed to direct sunlight through windows.
• Elevations significantly higher than sea level.
• High humidity environments.

In balloon friendly environments, the following are the standard approximate float times for our various types of balloons:

• Foil Balloons: 3 days
• Latex Balloons (no High-Float): 7-12 Hours
• Latex Balloons - Excluding Confetti Balloons (with High-Float): 1-2 Days

While all care is taken to accurately represent the colour of the balloons in this listing, we do advise that balloons can look a little different on different computer screens and due to flash photography etc.

We do not condone any inhaling of helium and/or releasing of any balloons outdoors.

Do not leave small children unaccompanied with latex balloons – Latex balloons, either popped or whole present a choking hazard for small children.

Safe Balloon Practices:

• We do not support, condone or facilitate the organized release of balloons
• Do not release helium balloons outdoors.
• Always dispose of balloons by popping them and putting them in the bin.
• Our latex balloons are made of natural rubber latex and may cause a reaction to those with latex allergies.

Price Match Guarantee

Koko Event Supplies monitors the market regularly to ensure we offer the best prices possible. Our price match guarantee means that we match any genuine competitor’s in stock price. 

So contact us here if you find the same product for a cheaper price elsewhere!

- This excludes stock liquidations, special sale pricing and wholesale pricing.

- Please note we also take into account the added cost of delivery to your location. If the identical, in stock product can be purchased and delivered to your location for a total price lower than the one we are offering, we will match that exact price. 

We aim to provide you with easy, hassle-free returns.

We are committed to providing legendary customer service. So if you experience any issues, please contact us and we will try our best to find a solution.

The situations with which you can or cannot return your items are listed below:

I changed my mind about a product. How do I return it?

If you’ve changed your mind and want to return an unopened/unused product, that’s no problem. Here’s what you need to do:

• Get in touch with our service team.
• Post the item back to us within 30 days of ordering it (you’ll need to cover the shipping costs).
• We’ll process your refund (less the original shipping costs) when we receive and check the items.
• Note: We can’t refund goods that have already been opened or used, unless it’s a damage or quality issue (see the question below).

My product/s are damaged?

Damaged parcels are the worst! We’d be happy to sort this out for you, but here’s the important part: if you receive damaged goods do not throw anything away!

Snap a photo of the damage and send it through to us. We can then arrange to replace or swap the items, and we will make arrangements for you to return the damaged items back to us if it is necessary.

I received the wrong item?

Although we do our best to ensure we send out the correct items, from time to time we may make a silly error and send out an incorrect item, we are human too!

If this happens please contact us and we can exchange the product free of charge. If there is not enough time for you to receive the exchanged product, we can give you a full refund.

If you would like to make a return or exchange, please contact us here.

Shipping & Handling FAQ

We know how excited you are to receive your purchase, and so we are committed to providing fast shipping and handling to allow you to receive your purchase as soon as possible!

Please Note: A minimum order value of $40 is required to qualify for helium balloon Set Up & Delivery.

If your location is not listed below, please contact us to enquire about Set Up & Delivery.

Within each Zone, post codes are listed in ascending order.

Balloon Pickup in our Party Warehouse or Balloon Set Up & Delivery Melbourne:

• These balloons are helium-filled and can be picked up from our party warehouse in Eltham (VIC 3095) or Set Up & Delivered on Site.

Set Up & Delivery:

• Set Up & Delivery for a party or event involves on site inflation.
• Delivery of a Balloon Bouquet as a gift, will be delivered inflated.
• A minimum order value of $40 is required to qualify for helium balloon Set Up & Delivery.
• See our 'Set Up & Delivery Charges' Tab below to view our Set Up & Delivery Charges.
• If your post code is not shown below in our 'Set Up & Delivery Charges' table, contact us to enquire about Set Up & Delivery.
• Ensure the date of your event is specified on your order.
• At Checkout, select the appropriate Zone for your location (refer to table below to check what zone you are in). - If the incorrect zone is selected, we will be in contact to organise further payment for Set Up & Delivery.
• We will be in contact with you 24 hours after your order is placed to organise an estimated Set Up & Delivery time. Closer to the event we will also be in contact to confirm this time.
• You or someone else specified will need to be at the location of your event during the Set Up & Delivery time.
• If your event is at a venue, we will contact the venue staff and your attendance may not be required.
• Balloons filled with helium must be ordered before 10am for same day delivery, however, contact us if you have an urgent order and we will do our best to accommodate.
• Our return policy does not apply to Helium-Filled balloons and returns will not be accepted. Our Balloon Terms and Conditions are outlined below.

Pickup from our location (3/256 Bolton St, Eltham, VIC 3095)

• If the option of Pickup is chosen for the helium balloons, ensure your car is large enough to transport the helium-filled balloons. See below 'FAQ: How many balloons will fit in my car?'
• Balloons filled with helium must be ordered before 10am for same day pickup, however, contact us if you have an urgent order and we will do our best to accommodate.
• Ensure the date of your event is specified on your order.
• At Checkout, select the shipping method 'Pickup'
• We will be in contact with you 24 hours after your order is placed to organise an estimated pickup time. Closer to the event we will also be in contact to confirm this time.
• Our return policy does not apply to Helium-Filled balloons and returns will not be accepted. Our Balloon Terms and Conditions are outlined below.

• To fit the maximum amount of balloons in the car, ensure all bulky or sharp items are removed from the car before pickup.
• Due to safety, balloons are only allowed to be transported in the back seats and boot of the car.

Standard Sedan:

• Approximately 30 Balloons

Hatch Back:

• With back seats up: Approximately 25 Balloons
• With back seats down: Approximately 30 Balloons

Station Wagon:

• With back seats up: Approximately 30 Balloons
• With back seats down: Approximately 50 Balloons

Four Wheel Drive:

• With back seats up: Approximately 40 Balloons
• With back seats down: Approximately 50 Balloons

Koko Event Supplies is run by Daniel Raffelt and Amy Hollis. It is a 100% Australian owned business and operates from Eltham in Victoria, Australia.

Daniel Raffelt 

Daniel is in charge of sourcing products and ensures your orders reach you on time

Amy Hollis

Amy is in charge of customer service and creating KOKO's kits.