Frequently Asked Questions

📦 How long will my order take to arrive?

Orders placed with cleared payment before 2pm Adelaide time (Monday to Friday excluding public holidays) are dispatched the same day from our Australian warehouse.

Delivery times to New Zealand vary depending on your location and customs processing. Please refer to our Delivery Information page to calculate estimated delivery times and view more details.

⏰️ Can I place a last-minute order for a weekend party?

We dispatch orders promptly, but as New Zealand deliveries are shipped internationally, delivery timeframes can vary.

If you’re ordering close to an event date, we recommend reviewing estimated delivery times on our Delivery Information page before placing your order.

✎️ Can I cancel or modify my order?

Once your order has been submitted it goes directly to our warehouse for processing. If you need to cancel or modify your order, please contact us immediately to determine if we can accommodate any changes.

We’ll try our best to help, however due to our extremely quick turnaround time and high order volumes, changes aren’t always possible.

Please note that once an order has been dispatched from Australia, changes or cancellations are no longer possible.

➕ Can I add something to my order after it's placed?

Unfortunately, we’re unable to add items to New Zealand orders once they’ve been placed.

NZ shipping costs are calculated based on weight, so adding items after checkout would affect the total shipping cost.

If you’d like to purchase additional items, please place a separate order.

📧 Will I receive a confirmation email?

Yes, you’ll receive a confirmation email immediately after placing your order.

Once your order has been dispatched from Australia, you’ll receive a separate email with tracking details. Please allow some time for tracking updates to appear.

Please check your junk, spam or promotional folders to ensure you receive our email updates.

📍 Can I pick up my order?

Click & Collect is not available for New Zealand orders.

We do not have a physical warehouse or collection location in New Zealand. All NZ orders are dispatched from Australia and delivered to your address.

For this reason, Click & Collect cannot be selected at checkout for New Zealand delivery addresses.

🏠 What if I’m not home when my order arrives?

If no one is available at the delivery address, the delivery process will depend on the carrier used.

Australia Post International Express: Once your parcel has cleared customs and is handed to New Zealand Post for final delivery, a delivery attempt will be made. If delivery cannot be completed, the parcel may be taken to a local post office for collection or re-delivery may be arranged in accordance with New Zealand Post procedures.

Team Global Express (TGE): Parcels delivered via TGE are sent with Authority to Leave. This allows the driver to leave the parcel in a safe location at the delivery address where appropriate. If Authority to Leave is not possible, the parcel may be taken to a local depot for collection.

Delivery instructions and any re-delivery or collection options are managed by the carrier. Tracking details provided after dispatch will include the most up-to-date delivery information.

Please check our Delivery Information page for more information.

💳 How can I pay for my order?

Partyrama Group has various payment options for your convenience. We accept Visa, Mastercard, American Express, Afterpay, PayPal, and Direct Deposit payments. These options will be presented at checkout so you can choose the one that suits you best.

Please note that orders paid via Direct Deposit will be processed once payment has cleared.

💸 How do I use my store credit?

If you're logged in to your account, you'll be given the option to use your store credit in the payment section at checkout. Store credit is valid for 12 months from date of issue.

📝 Are the products on your site in stock?

Yes. Partyrama Group works hard to maintain accurate stock levels so the items you buy are on-hand and ready to ship immediately from our Australian warehouse. If an item has sold out, it will be displayed as either "Out of stock" or "Discontinued product." If the item is discontinued, it won't be restocked. Otherwise, if it's simply out of stock, we'll restock it as soon as possible.

🎁 What’s included in a party kit or bundle?

Check each product description for included items. Not sure? Just ask us — we’re happy to clarify.

🎈 Do you sell helium or inflate balloons?

We do not offer a balloon inflation service. All balloons are supplied uninflated so you can inflate them at home using helium or air, depending on the product.

📷 Will the product match the picture?

We aim to display accurate product images. Colours, patterns, and minor design details may vary slightly due to production batches and differences in screen or device displays.

🔃 Do you accept returns?

Yes, customer satisfaction is extremely important to us. We understand that sometimes you may have over-ordered, changed your mind, or an item might not be exactly as imagined. We happily accept returns—please refer to our Return Policy for more details.

⛔ Are any items excluded from returns?

Please see our Return Policy for more details.

❌ What if I received damaged or incorrect items?

You must notify us as soon as possible if you receive a product that is damaged, incorrect, or significantly different from the description.

Depending on the circumstances, you may be entitled to a credit, refund, or replacement. Please ensure all items and packaging are retained until the issue has been assessed.

For full details, please refer to our Return Policy.

❓ What if something is missing from my order?

Our digital packing system is designed to ensure you receive everything you ordered. If you believe an item is missing, please thoroughly check all packaging and contents before discarding any materials.

Missing item claims must be reported within 30 days of receiving your order and before any packaging is discarded. Disposing of packaging before reporting may void the claim.

If you’re still unable to locate the item, please contact us for further assistance.

👤 Do I need an account to shop?

Creating an account saves time, makes checkout easier, and allows you to save wish lists, view previous orders, and access tax invoices. Guest checkout is also available.

🔒 Is my information secure?

Yes. We use secure checkout and industry-standard protections for your personal data.

🌍 Where are you located?

We are an Australian owned and operated company. All orders are carefully picked and packed by our team at our Australian warehouse, and our customer service specialists are ready to assist with any questions you may have.

💬 My question isn’t listed

We’re here to help. Please visit our Contact Us page and our team will be happy to assist.