Refund policy

We want you to be happy with your order. If something isn't right, this page explains exactly what you can send back, what you can't, and how to go about it.

The short version

You have 14 days from receiving your order to change your mind about most items.
Inflated balloons cannot be returned — they're made fresh for your chosen date and don't last.
Opened costumes, make-up, wigs and hosiery cannot be returned, for hygiene reasons.
If something arrives damaged, faulty or wrong, tell us and we'll put it right. That applies for up to two years, not just 14 days.
Refunds go back to your original payment method.

Changing your mind

Because you bought online, you have a legal right to cancel your order within 14 days of receiving it, without giving a reason. This is your right under Maltese and EU consumer law for distance selling.

Tell us within 14 days of your order arriving that you want to cancel. Then send the items back to us within a further 14 days. We'll refund you within 14 days of hearing from you, including the standard delivery charge you paid.

Items must come back unused, in their original packaging and still sellable. Please include your order number or a copy of your receipt so we can find your order.

You pay the cost of returning the items to us, unless they were damaged, faulty or not what you ordered — in which case we cover it.

If you paid extra for a specific delivery slot, we refund the standard delivery rate rather than the premium.

What can't be returned

Some things genuinely can't come back, and the law recognises this. The reason is the same in each case: once the item has left us, it can't be sold to anyone else.

Inflated balloons and balloon bouquets. We inflate these fresh for the date you chose, and helium balloons deteriorate within days. They are made to order and perishable.
Anything unsealed where hygiene matters — face paint and make-up, hairspray, wigs and hairpieces, hosiery and tights, contact lenses, and costumes or accessories that have been worn or taken out of sealed packaging.
Helium cylinders that have been opened or used. These are pressurised and cannot be resold once the seal is broken.

If an item is still sealed and unopened, you can return it under the 14-day right above — including costumes, latex balloons in their packet, and cosmetics. It is the opening that makes the difference, not the type of product.

Damaged, faulty or wrong items

This is separate from changing your mind, and your rights here are stronger. If an item is faulty, damaged in transit, or simply isn't what you ordered, we'll replace it or refund it

Under EU law this protection lasts up to two years from delivery. It isn't limited to 14 days, and it applies even to the items listed above.

Inflated balloons arrived damaged or deflated — tell us on the day of delivery, with a photo. They don't keep, so we can't assess them later.
Anything else arrived damaged or broken — within 48 hours of delivery, with a photo where you can.
Wrong item, or something missing — within 48 hours of delivery.
A fault appears later — any time within two years of delivery.

A photo genuinely helps, and often means you don't need to send anything back at all.

Cancelling before your order arrives

Because you choose your own delivery or collection date, there is often a gap between ordering and us preparing your order.

Before we prepare your order: email us and we'll cancel it and refund you in full, including delivery. Nothing to send back.

Once balloons have been inflated: balloons are inflated on the morning of your chosen date, and after that we can't undo it, so we can't refund inflated balloons. We'll always refund anything else in the order that hasn't been prepared. If your plans change, tell us as early as you can and we'll do what we can to help, including moving your date.

How to make a return

Email us with your order number and what you'd like to return. A photo helps if something is damaged.
We'll reply with what to do next — where to send it, or whether you need to send it at all.
Send the items back within 14 days of telling us, unopened and in their original packaging. You can also drop them off at either of our collection points.
We refund you to your original payment method, within 14 days of hearing from you.

Refunds

Refunds go back to the card or account you paid with, because we can only refund the way the payment came in.

Once we've processed it, your bank usually takes a further 3–5 working days to show the money in your account. That part is out of our hands.

If you'd rather have a credit note than a refund, just say so — we're happy to do that instead.

Getting in touch

The quickest way to reach us about a return is email, because we can see your order and reply with everything you need.

Email: shop.partytimemalta@gmail.com
Phone: +35627402205
Collection points: PartyTime Store, Triq San Tumas, Ħal Safi · Clearwell Cottage, Triq San Anton, Ħal Safi

Nothing on this page affects your statutory rights under Maltese or EU consumer law.