Frequently Asked Questions

Top Queries

Our customer service team are available;

Monday - Friday 9am-4:30pm

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
  • £1.49 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 – 4:30pm

    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.

    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
  • £1.49 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 £1.49 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

    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 – 4:30pm


    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 – 4:30pm

    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 – 4:30pm

    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

    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

    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

    cardfactory 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.

    • 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 cardfactory.

    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.

    Delivery and Order Processing

    Please contact our customer service team by following the steps outlined on our contact us page here.

    Please check the spam and junk mail folders within your email account as sometimes confirmation emails can end up there.

    As your order confirmation contains a unique barcode, we will be unable to confirm your identity. When entering the store, please make a colleague aware that you are missing your confirmation and we will ask you to confirm your full name, first line of address and postcode before receiving your parcel.

    Please note: cardfactory reserves the right to not release a Click & Collect Order if the relevant information relating to the order cannot be provided.

    Once the Order has been prepared, delivered to your chosen store and is ready for collection, cardfactory will contact you via email informing you that the Click & Collect order is ready to be collected.

    Simply make your way to the store and present your Order barcode (found on your confirmation email) to the sales assistant at the till.

    Please note: Please do not travel to the store to collect your order before you have received your ready for collection email.

    Simply make your way to the till and confirm with one of our helpful in-store colleagues, that you are here to collect your order.

    Please have your confirmation email ready with the barcode visible for the in-store colleague to scan.

    Please note: Please do not travel to the store to collect your order before you have received your ready for collection email.

    If you are unable to collect your order and someone else is going to collect it for you, we will require that you forward your Confirmation email containing your Order barcode to the person collecting the order – They will then have to present this barcode to our in-store colleague.

    Please note: To protect our customer’s goods and personal information, releasing an order to anyone other than the customer who placed the order is not a guarantee and is at the discretion of the store and management.

    cardfactory have implemented a Barcode system for our Click & Collect service, the barcode can be found on your confirmation email, so you will need to bring your mobile phone with access to the email.

    When arriving to collect your order, our helpful in-store colleagues will scan the barcode provided for your order and release the order to you – It’s as simple as that!

    cardfactory stores will hold a Click & Collect Order for Ten days after the order is made.

    Please note: Orders that are not collected within the ten day period will incur a £3.99 charge.

    cardfactory will contact you via email to remind you leading up to the ten days, following this period, if the order is not collected it will be disposed of. We will provide a refund to the original payment account, minus the £3.99 charge incurred for non-collection of the order.

    We will not be able to provide a refund for personalised items and perishable goods.

    Your order will be delivered by Royal Mail on a tracked service – Royal Mail Express Delivery 1st Class Tracked - £3.99 and will be available for collection on…. We will email you when your order is ready for collection.

    If you are unable to collect your order within 10 days please contact our Customer Service team.

    We will need to scan the barcode on your order confirmation email as proof of ID. If you would like someone else to collect your order, please forward the order confirmation email to them so we are able to scan the barcode and locate the order.

    Personalisation and Mistakes

    If you have made a mistake on your Click & Collect 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 – 4:30pm

    If an enquiry is submitted outside of these hours by email, we may not be able to fulfil your request.

    Please note – If your order has already been despatched we will be unable to make any amendments.

    We are really sorry that you have received your order and it is damaged. We know how important it is for your order to be in perfect condition.

    To assist you with this matter, please contact our Customer Service team by live chat between the hours:

    • Monday – Friday: 9.00am – 5.00pm

    If an enquiry is submitted outside of these hours by email, we may not be able to fulfil your request.

    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.

    We are sorry to hear that part of your order is missing. Please contact us so we can look into this for you.

    Returns

    We are sorry to hear you would like to return your order.

    You are able to contact us and a member of the customer service team will provide you with the information on how to return your order. A refund will be issued to the original payment method, to the value of the items on the confirmation email.

    We will not be able to provide a refund for personalised & perishable goods unless faulty or damaged.

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

    • Monday – Friday: 9.00am – 4:30pm

    Click & Collect Availability

    cardfactory are currently offering Click & Collect at selected stores within the UK, we are working towards operating a Click & Collect service in all of our stores in the near future.

    Please check back to see whether your local store has been added.

    Inflated Balloons and Helium are not available for Click and Collect and cannot be purchased via this method, please ensure these items are not included in your basket at checkout.

    If you are having difficulties placing a Click & Collect Order, you are able to contact our Customer Service team by live chat between the hours:

    • Monday – Friday: 9.00am – 4:30pm