Frequently Asked Questions

Top Queries

Our customer service team are available;

Monday - Friday 9am-5pm

Saturday 9am - 1pm

You are able to visit contact us and we’ll see how we can help. We will respond to all enquiries by email within 24 hours.

We are sorry to hear your balloon has arrived deflated. If you have paid for your balloon to arrive inflated please contact us with images and your order number.

If you have selected a deflated balloons then please chose from the below inflation options:

  • Helium Canister
  • Electric Air Buddy
  • Free helium inflation in store
  • 80p each for latex inflation in store
  • Find your local store at Store Locator

    Your order will be delivered by Royal Mail on a tracked service (subject to selecting the option) or by our dedicated courier DHL

    To view the delivery services we currently have available please Click Here.

    If you have made a mistake on your order, we do not have the facility to amend this for you. Your order will need to be cancelled and placed again.

    You are able to contact our Customer Service team by live chat between the hours:

    Monday – Friday: 9.00am – 5.00pm

    Saturday: 9:00 am - 1:00pm

    If a query is submitted outside of these hours by email we may not be able to fulfil your request and we will respond to your enquiry within 24 hours.

    We are really sorry that your order has arrived damaged. We know how important it is for your order to arrive in perfect condition.

    Please contact us with an image of the damaged product and any damaged packaging and a member of the Customer Service Team will be in touch within 24 hours.

    Delivery and Order Processing

    We know how important it is for your order to arrive on time.

    When your order has been dispatched you will receive a text and an email from your chosen courier. If you have chosen a tracked delivery service your tracking number will also be provided.

    Wondering if your item has been dispatched? Please check your current order status by clicking here

    Your order will be delivered by Royal Mail on a tracked service (subject to selecting the option) or by our dedicated courier DHL

    To view the delivery services we currently have available please Click Here.

    As some of our products are dispatched from different warehouses they may not be delivered together. Larger items such as balloons, personalised chocolate, acrylic prints and canvases will be delivered separately to avoid any damage.

    Please refer to your tracking number provided on your order confirmation to see whether your items are being delivered separately. If they are you will receive individual tracking numbers.

    Due to current delivery restrictions we are only able to send personalised cards overseas.

    To see our delivery prices and lead times please Click Here.

    Unfortunately, we can only deliver your order to one address. If you’d like to send gifts to different addresses, you’ll need to create a separate order for each address.

    Why don't you take advantage of our free delivery offer on personalised cards? Add that extra special touch to your friends and families day.

    If you'd like to send your gift directly to the recipient, you can add their address as the delivery address, and we will deliver the order directly to them.

    When placing your order you are able to select the option to add a gift message when checking out.

    Almost all of our gifts come with the option to add a stylish black gift box, so why not add one to your order?

    At the moment, we are unable to offer the option of choosing a delivery time, it’s something we’re hoping to offer in the future.

    Each product page has information about the delivery options available, but please remember that that these delivery times are estimations. Delivery timescales can change depending on any delays our couriers may experience.

    Unfortunately, we cannot add products to your order once it’s been confirmed, so you will need to create another order.

    If you need help placing an order, please contact us

    Balloons

    At this time we are unable to offer a selected delivery day. All inflated balloons will be delivered in 1 to 3 working days from ordering. You will be provided with an estimated delivery date at the time of ordering.

    In order to keep your balloons inflated for the longest time:

  • On delivery remove from all packaging and allow to float freely
  • Keep balloons at a constant room temperature
  • Cold air causes the balloon to deflate
  • Do not release balloons into the environment
  • Balloons are intended for display purposes
  • Balloons are intended for indoor use.
  • Never use a metallic ribbon with a foil balloon
  • Dispose of your balloons responsibly after use
  • Some balloons may conduct electricity - Do not release near overhead power lines
  • Excessive heat could cause the balloon to burst
  • Giant Foil Balloons: 4-5 days
  • 18" Foil Balloons: 6-7 days
  • Super Shapes: 6-7 days
  • Cubez and Orbz: 6-7 days
  • Latex Balloon (with hi-float): 18-24 hours
  • Latex Balloon (with standard helium): 5-6 hours
  • We are sorry to hear your balloon has arrived deflated. If you have paid for your balloon to arrive inflated please contact us with images and your order number.

    If you have selected a deflated balloons then please chose from the below inflate options:

  • Helium Canister
  • Ultra Hi-Float - Latex Balloons Only
  • Electric Air Buddy
  • Free helium inflation in store
  • 99p each for latex inflation in store
  • Find your local store at Store Locator.

    Yes. We are able to inflate balloons purchased online in our Card Factory stores. Foil balloons will be inflated free of charge with proof of purchase while latex balloon will be charged at 99p each. Ribbon is included but a balloon weight will need to be purchased.

    We would always encourage customers to book an inflation slot if requiring balloon displays to avoid disappointment. Details of our stores can be found on our Store Locator

    We are pleased to confirm we are able to inflate balloons purchased from an alternative retailer for an inflation fee. Please see below the charges that apply to the balloons you:

  • 11" Latex Balloon - £1.00 (per balloon)
  • 18" Foil Balloon - £1.00
  • 18" Foil Shaped Balloon - £1.00
  • 19" Foil Balloon - £1.00
  • 31" Foil Balloon - £2.00
  • 34" Foil Numeral/Letter Balloon - £2.00
  • The charge includes the inflation, ribbon and a plastic weight.

    Account

    We are sorry you would no longer like to hear from us with our latest offers, updates and discounts.

    If you have created an account with us after 2nd July 2020 you are able to opt out of marketing by logging into your account.

    If you created an account with us before the 2nd July 2020 and wish to be unsubscribed from our marketing material please email cfonline@cardfactory.co.uk with the subject "unsubscribe".

    No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page.

    Wondering about the benefits of creating an account? Creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can also track the status of your order, and we’ll send you exclusive offers every now and then, too.

    Your details are safe with us and we don't pass them on to any third party marketeers.

    Sometimes emails from us will automatically go into your junk/spam folder so you might find your order confirmation in there. If you still can’t find your confirmation email, please contact us and we’ll check your order on our system and we will re-send the confirmation email to you.

    Please contact us before re-ordering your personalised gift in case the first order has already been processed - we don’t want to charge you twice!

    We are sorry that you haven’t received a reply yet. Our Customer Service Team aim to reply to emails within 24 hours.

    For a faster response we would advise you to contact us by Live Chat available:

    Monday – Friday: 9.00am – 5.00pm

    Saturday: 9:00 am - 1:00pm


    Personalisation and Mistakes

    If you have made a mistake on your order, we do not have the facility to amend this for you. Your order will need to be cancelled and placed again.

    You are able to contact our Customer Service team by live chat between the hours:

    Monday – Friday: 9.00am – 5.00pm

    Saturday: 9:00 am - 1:00pm

    If an enquiry is submitted outside of these hours by email, we may not be able to fulfil your request and we will respond to you within 24 hours.

    We will always try to make amendments to your order when requested, although, this is sometimes not possible.

    You are able to contact our Customer Service team by live chat between the hours:

    Monday – Friday: 9.00am – 5.00pm

    Saturday: 9:00 am - 1:00pm

    If an enquiry is submitted outside of these hours by email we may not be able to fulfil your request and we will respond to you within 24 hours.

    If your order has already been sent to our production team, we won’t be able to change the delivery address.

    You are able to add a gift message to your order when visiting the basket section of the website. Your gift message will be printed on a small greeting card for your recipient.

    Please note - we are unable to add a gift card once your order has been placed

    Unfortunately, we don’t offer a gift wrapping service but we do have a gift box option on many of our products. Our gift boxes are crafted from black cardboard and come with a sleek black ribbon.

    We are really sorry that your order has arrived damaged. We know how important it is for your order to arrive in perfect condition.

    Please contact us with an image/s of the damage product along with any damaged packaging and a member of the Customer Service Team will be in touch within 24 hours.

    Our personalised gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages before processing your order.

    If your product does arrive with a mistake or missing personalisation, we cannot accept liability unless the fault was a result of our production process.

    Returns and Cancellations

    We are sorry to hear you would like to return an item from your order. We are only able to accept items that are non-personalised and still within their original packaging. Please return them to:

    Online Returns,

    PrintCraft,

    6 Acorn Park,

    Charlestown,

    Baildon,

    Shipley

    BD17 7HA

    Please enclose a note stating your order number and the reason for returning. Upon receipt of the product, we will provide you with a refund for the returns item/s and provide you with a confirmation email.

    At this time, our online items are provided separately to our high street stores. We are unable to offer returns, refund or exchanges for online orders.

    If you would like to return your online order please see - ‘How Do I Return My Item?' on the above link

    To check whether we are able to cancel your order please contact us via Live Chat.

    Our Customer Service Team are available:

    Monday – Friday: 9.00am – 5.00pm

    Saturday: 9:00am - 1:00pm

    Unfortunately, once an order has been received by our Production Team we are unable to cancel it. If you email us we will be back in touch within 24 hours.

    Unfortunately, we cannot accept returns of personalised gifts, unless the product is faulty or damaged upon receipt.

    If this is the case then please send images of the faulty item/s along with your order number to our Customer Service Team who will look into this further.

    Unfortunately, we cannot  accept returns of inflated balloons as they are perishable goods.

    If they have arrived damaged or deflated, please send images of the balloons along with your order number to our Customer Service Team who will look into further

    However, if you have ordered your balloons deflated and they are still within their original packaging they can be returned to the below:

    Online Returns, 

    PrintCraft,

    6 Acorn Park,

    Charlestown,

    Baildon,

    Shipley

    BD17 7HA

    Please enclose a note with your order number and the reason for returning. Upon receipt of the item/s we will provide you with a refund and an email confirmation.

    Payments

    We are able to accept all UK major providers. You have 5 options at the checkout to complete your payment;

    Worldpay / Paypal / Apple Pay / Google Pay / American Express

    If you have completed the address section of the checkout process, please ensure you have clicked the blue “Place Order” button. On a laptop or computer this is located to the right of the screen. On mobile or tablet, this will be located at the bottom of the page.

    If you are unable to process your payment please contact us and will assist you further

    In order for us to process your payment we require your bank account to be a UK registered address. As well as your bank account being registered to the UK, we require your purchase location (IP address) to also be in the UK.

    If you have any queries in relation to overseas ordering, please do not hesitate to contact us

    Gift Cards

    As gift cards are treated like cash we are unable to offer a replacement or refund.

    We are sorry to hear your gift card has not been activated. Please contact us with an image of your receipt and gift card an a member of the Customer Service Team will be in touch within 72 hours

    We are unable to provide a refund or exchange on any gift card. 

     This does not affect your statutory rights.

    We are sorry to hear you are experiencing an issue with your gift card. Please may we ask that you contact the merchant provider of the gift card, Amazon, Xbox, T K Max etc and they will be able to assist you further

    Card Factory sell gift cards on behalf of the Merchant provider. These Terms & Conditions can be found on the reverse of your gift card and can be found on the Merchants website.

    Some Amazon gift cards are wrapped in card, you need to remove the card from the packaging and scratch off the silver panel to reveal the redemption code.

    Balloons

    We are pleased to confirm we are able to inflate balloons purchased from an alternative retailer for an inflation fee. Please see below the charges that apply to the balloons you:

  • 11" Latex Balloon - £1.00 (per balloon)
  • 18" Foil Balloon - £1.00
  • 18" Foil Shaped Balloon - £1.00
  • 19" Foil Balloon - £1.00
  • 31" Foil Balloon - £2.00
  • 34" Foil Numeral/Letter Balloon - £2.00
  • The charge includes the inflation, ribbon and a plastic weight.

    • Giant Foil Balloons: 4-5 days
    • 18" Foil Balloons: 6-7 days
    • Super Shapes: 6-7 days
    • Cubez and Orbz: 6-7 days
    • Latex Balloon (with hi-float): 18-24 hours
    • Latex Balloon (with standard helium): 5-6 hours

    Yes! You are able to contact/visit your local store and choose the balloons you wish to order. If you speak to one of our helpful colleagues in store they will fill out a Balloon Order Form for you to take away.

    The store will inflate your balloons in time for your arrival on your chosen day and display them as you have requested.

    Candles

    In order to enjoy your candle safely please follow the below advice:

    • The first time you light your candle, you should let it burn long enough so that the whole top layer of wax becomes liquid.
    • Do not allow the flame to touch the side of the jar. The jar may become hot
    • Do not burn a candle near a draught, vent or ceiling fan
    • Never leave a burning candle unattended
    • Always burn candles out of reach of children and pets
    • Always have at least 10cm between burning candles
    • Do not burn candles on or near anything that can catch fire
    • Do not place near a source of heat
    • Trim the wick to about 1cm before lighting
    • Always snuff out the candle
    • Keep the wax pool clear of matches and other debris to avoid flaring
    • Do not move a burning candle. The container may become hot, allow to cool before handling and replacing the lid
    • Never use liquid to extinguish
    • Do not allow candle to burn to completion, ensure there is at least 1cm of wax remaining after burning
    • Do not place the candle on an unprotected surface as the glass container will get hot and it may cause damage
    • Remove all attachments before lighting candle e.g. decorative string

    Always ensure there is at least 1cm of wax remaining after burning. If the flame reaches the bottom of the container, too much heat may be concentrated at the base of the wick which could cause the glass to crack.

    The longer the wick is, the higher the flame will be and will produce more soot and heat. Once the jar has cooled down, clean the soot off using a soft cloth.

    The wick is too long. Extinguish the flame, wait for the wick to cool and trim it to about 1cm in length.

    Make sure the wick stays centered in the candle and extinguish it when the wax level gets too close to the bottom of the glass. If all of the wax is left to turn to liquid, the wick plate may move and will cause the flame to catch the side of the container, which in turn will become too hot and may crack.

    If a candle burns unevenly it may be in a draught, near a vent or ceiling fan, and can lead to uneven burning, flame flare-ups and soot. This may also happen if the first burn was not long enough to allow the whole top layer of wax to become liquid.

    Returns

    We are happy to exchange or refund any unsuitable goods with a receipt, provided they are returned within 28 days of purchase and in their original condition and packaging.

    This excludes food products and underwear, unless faulty.

    This does not affect your statutory rights, including your right to claim a repair, replacement or refund where goods are faulty.

    Gift cards are non-refundable and exempt from exchange.

    A refund will be issued via the original payment method, to the value of the item printed on the receipt.

    With no proof of purchase and at Management discretion an exchange can be offered for the current selling price of the item.

    Please note that we are unable to offer this on items that are not exclusive to Card Factory.

    For debit/credit card refunds, the card and the cardholder must be present.

    Within 30 days of purchase we are happy to provide you with an exchange or refund for faulty products. After 30 days we can provide you with an exchange, if we no longer have this item and there is no suitable replacement we will provide you with a refund.

    Please bring your receipt or alternative proof of purchase when returning your product.

    Unfortunately with no receipt or proof of purchase, we are unable to accept returns of goods that are not exclusive to Card Factory.

    We are happy to accept an alternative proof of purchase if you no longer have your original receipt, this can include a banking transaction.

    We do not offer credit notes in our stores.

    At this time, our online items are provided separately to our high street stores meaning we are unable to offer returns, refund or exchanges for online orders.

    Click & collect order - Top Queries

    Some of our gifts take longer to make than others, and so on each product page you’ll see an estimated despatch time. This is the time it takes for us to create your personalised gift and then pass it to our couriers. Once we’ve given it to our couriers, they deliver it to you.

    If you’ve chosen Royal Mail 24 (1st class), after we’ve despatched your order it should arrive the next working day. Sometimes, especially during busy times of the year, delivery can take up to three working days.

    If you’ve chosen Royal Mail 48 (2nd class), after we’ve despatched your order it should arrive within two to three working days. Please remember, that this isn’t a guaranteed time frame and your order can take up to five working days to arrive.

    Wondering if your item has been despatched? Please click here to look at the notes on your order.

    Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class)

    Some of our gifts are delivered by a specialist courier and this is usually because the item is fragile or of a high value. If your order requires one of our specialist couriers, you’ll see ‘Specialist Delivery’ written on the checkout page when you pay for your order.

    If you’re in a rush and need your gift tomorrow, we might be able to send it via a specialist courier. However, we do need a little longer to make some of our personalised gifts, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.

    Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.

    If you need help placing an order, please contact us and we'll help you with your order.

    Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

    We provide an option to alter the details yourself, up to 30 minutes after the order has been processed online. To do this, simply click the link on the confirmation email you were sent, or if you have an account you can login and make amendments through your account.

    If it’s been more than thirty minutes since you ordered your gift, (or after the next day delivery cut off) we are unable to make any changes.

    Most of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s name, and the sender’s name. There aren’t any prices on the delivery note.

    As some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside.

    Unfortunately, we don’t offer a gift wrapping service but we do have a gift box option on many of our products. Our gift boxes are crafted from black cardboard and come with tissue paper and a sleek black ribbon. You can add a gift box to your order when you add your personalised gift to your shopping basket.

    Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

    Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us by phone or email and we’ll try to solve the problem.

    We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

    As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please call us on 03303 334 221 (or fill in our online enquiry form) and we’ll send you a link so that you can upload a photo of the damaged gift.

    Please call our helpful customer service team on 03303 334 221.

    Our lines are open:

    Monday – Friday: 9.00am – 5.30pm