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Help and Frequently Asked Questions
DeliveryHow quickly will you deliver my order? In any case we will despatch your order within 24 hours of receipt. If there are any problems with your order we will contact you by telephone. If this is not possible we will contact you by email.
Who will deliver my order? For all UK mainland destinations we use either Initial City-link, Parcelforce, or the Royal Mail to make our deliveries. For UK offshore and other EU and Worldwide destinations we use a combination of Royal Mail and other international couriers. How will I know when my parcel will arrive? Next Day order will be delivered the next day (Monday to Friday ONLY). Standard deliveries orders will be delivered in 2-3 days. You will be sent an email that will inform you that your parcel has been despatched. This email provides details of how to track your parcel depending on the method we use. The courier will deliver at any time between 9:00am and 5:30pm unless you have specified a timed delivery. What happens if I am not at home when the parcel is delivered? If your parcel is sent using City-link or Parcelforce the procedure is as follows: 1. If you are not at home when the courier attempts to make delivery they will try a neighbour, unless you specifically request otherwise, and failing that he will leave you a card. 2. You can telephone your local depot (details would have been provided on your card) and arrange a second delivery. If your parcel is sent using Parcelforce you can request delivery to a local Post Office. If you are not in when the second delivery attempt is made you will have to arrange to collect your parcel from your local depot. Alternatively you can request a third delivery attempt but this will cost an extra £5.00. If you fail to collect your parcel or make other arrangements within 5 days the parcel will be returned to us which will cost £9.50 which unfortunately will be deducted from the moneys that will be returned to you. Can my parcel be left with a neighbour? We always encourage our customers to give us some ‘leave safe’ instructions when they place their order. It is standard practice for the courier to try a near neighbour if no one is at home. We can however give them instructions to leave your parcel in a safe place such as a shed, a porch, a garage or some other location. The majority of parcels that we send are sealed in a plastic envelope and are therefore water-tight, and can be left in locations outside. Can you deliver at weekends or evenings? Evening deliveries are NOT possible. We have provided prices for Saturday and other timed deliveries. Deliveries on Saturday are only made between 9:00am and 12:00pm. Can I track my own parcel? If your parcel has been sent using City-link or Parcelforce you can track it using the Internet. The despatch email that will be sent to you will contain details of how to do this. If you have any problems with this please contact customer service. I received my despatch notification but my parcel has still not arrived! If you have tracked your parcel on-line and you are not sure what is happening please call customer service. Order QueriesCan I place my order by telephone?
Yes, you can call customer service at any time during normal working hours. You can however place your order on-line at any time of day or night. Can I pay by cheque? Yes, please telephone customer service to place your order. It will be picked and packed ready for despatch and held until your cheque has cleared. I saved my basket and now some items are missing We carry over 3500 items in stock at any one time. Some of the lines we carry do run out and need to be replenished from the manufacturer. This can take up to 12 weeks. We therefore temporarily remove them from the website. If you are keen on a particular product for your party but do not want place your order too far in advance give customer service a call who can advise you on stock levels for the future. I want to cancel my order. We can cancel your order and give you a full refund provided your parcel has not already been despatched. Once despatched our couriers will charge us £9.50 to have the parcel returned which would have to be deducted from the amount that we return to you. Can I return my goods to you? You can return your order to us for a full refund (less the cost of shipping) up to 10 days after receiving your order. Please see our Returns Page for details. When we receive your parcel safely we will refund your credit card less any shipping costs. This does not affect your statutory rights. Some of the items I ordered are missing or some of the goods are damaged or faulty. Please contact customer service immediately. We want to ensure that your party goes without a hitch so we will do our best to put it right as soon as we can. Safety and Security How safe is my personal data?
Any information that we gather from our customers is held in the strictest confidence. We do not sell our customer data to anyone. It is used as required to complete your order or to communicate with you should it be necessary. If you have opted to receive information from us we may send you information announcing new products and services that may be of interest to you. Any information taken on paper is always shredded before being discarded. Our website uses the highest level of security when we ask you to provide us with private information. If you wish us to provide you with details of the information that we hold about you please write to us. Are my credit card details kept safe? When entering your credit card details on-line the page requesting this information will be encrypting the information at the highest level using a 128bit thawte SSL certificate. This ensures that your data is handled securely and is only used to verify your transaction with the bank. It is not used for any other purpose. If you give us your credit card details when placing an order over the telephone they are only used in connection with that transaction and are destroyed afterwards. Website ProblemsWhen I add items to my basket they disappear
Our website uses a system whereby we store the contents of your basket temporarily on your computer in what is known as a ‘cookie’. If your computer does not allow cookies to be used you will not be able to save any products in your basket. If you are unable to change this on your computer please contact customer service to place your order over the telephone. A product I saw a few days ago has now disappeared It is likely that this product has been temporarily withdrawn until further supplies are available. Please contact customer service if you are looking for a specific product that you cannot see.
Can I change my email address? If you want to change your email address please contact customer service who can change it for you. You can change your password once you have logged in. I have forgotten my customer details There is an option on the login page where your login details can be sent to you. If you have changed your email address please see the question above. General company informationWho are you and can I trust you to deliver my order?
Whilst Monster Parties started as a home business it is now a major supplier of party goods in the UK. We are a registered limited company (Reg. No 5442396) which you can verify at Companies House. We operate from a 3000 square foot warehouse holding over 3500 products. We currently employ 15 staff. If I am unhappy with the service you have provided what can I do? In the first instance please speak to any one of our customer service personnel. If you still unhappy you can ask to speak to someone more senior and we will do our best to address your grievances. Product QueriesWhat items are suitable for babies?
The rules governing the supply of toys to children under the age of three are very strict. By far the majority of items we stock are not suitable for children under 3. Those that are will be specifically marked. It is up to parents to supervise their children at all times when playing with any toys. Why don’t any of your filled party bags contain balloons? There are some dangers in supplying un-inflated balloons to children. For this reason we do not supply loose balloons in party bags to customers. If we do supply loose balloons to customers they are supplied with a clear warning as follows: “WARNING: Young children could choke or be suffocated by an un-inflated balloon or piece of a broken balloon. Adults should inflate the balloon and supervise their use with children under eight (8) years. Discard broken balloons immediately. It is recommended that balloons should be inflated by a balloon pump. These balloons are manufactured from natural latex and are fully biodegradable.” I want party bags without sweets. We do not put many sweets in our party bags as we believe that most of our customers prefer not to have too many. If you do not want any sweets in your party bags please contact our customer service who will be happy to arrange this for you. Are your sweets Kosher? None of the Fun Gum or Jelly products are Kosher. We can however substitute these for a Freddo bar which is Kosher. Please contact customer service to arrange this. |
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