General Terms & Conditions

Up Up & Events Decor Ltd

At Up Up & Away, we specialize in providing high-quality event decor, custom partyware, and personalised gifts designed to elevate any occasion. Our services cater to a wide range of events, including weddings, birthdays, corporate functions, baby showers and other special celebrations.

By using this website or making a purchase, you agree to our terms and conditions.

We hold the right to modify our T&C's with the last modification being 16/03/2025

Booking Process

After a conversation with a member of our team, you will be asked to provide an email address to receive a booking confirmation from us. We require payment within 48 hours of receiving this or we cannot secure your date. We will not hold this as valuable data and will cancel your booking from our system.

Deposits are subject to change, depending on occasions/promotions. Orders under £100 require payment in full. Orders under £1000 require 50% deposit. Orders above £1000 requires a min. of £200 deposit and payment plans can be agreed upon request. The full balance must be paid by at least 2 weeks before the event start date.

Any amendments to themes or colour schemes can be made up to 2 weeks before your event. However, anything else to do with your booking cannot be changed.

Cancellation Policy

Every booking requires a deposit to secure your event date. These deposits are non refundable, however- with sufficient notice, it may be transferable to a new date, depending on availability. Full balances of any bookings with us must be paid in full at least a week before your event date. Please note, larger bookings may require up to one month prior.

Duty of Care

Quality checks are carried out to ensure all balloons have no manufacturing defects before being sent to customers.

Care must be taken to store your balloons correctly.

We do not take accountability for balloons once they have left our care. We suggest not leaving them in a car, van garages etc overnight and ensure that they are kept at room temperature. They should be kept away from lights, radiators and other objects that may cause damage.

Factors such as wind, rain and any other extreme weather affecting your balloons cannot be helped. We will do our best to get the items to you and replace any items that were damaged within our care.

​When ordering foil balloons in cold weather, the helium or air particles can be closer together which will create a deflated effect within the balloon. If this happens, please give the balloons some time at room temperature to return back to normal.

​We suggest you order your helium balloons for as close to your events as possible. This closes the margin for error. Helium can escape latex quicker than air, so we do use a solution to prolong the process when inflating helium bundles. This solution cannot be used in products such as our orbs and transparent balloons where you would see the solution, so please keep this in mind if ordering too soon before your event.

​We are not responsible for customers failing to provide correct bank details.

​Children should be supervised by an adult around our balloons and products at all times.

Damage Deposits

All bookings including prop hire are subject to damage and loss deposits. If any of our items are damaged or taken/lost by yourself or anyone within your event you will not receive your deposit back at the end of your event. This also includes the venue- so please take care when booking that you are booking trustworthy venues that will safely manage the equipment as we will hold you personally liable if any of their staff damage or take our items. This dispute can then be taken up with the venue.

Prop Hire

All of our props in our displays are HIRE ONLY unless previously agreed otherwise. This also includes items such as our artificial flowers and foliage, character cut outs and small props such as teddy bears, signs and table centre pieces. Failure to return these items in the same condition they were left will result in a damage/loss fee and you may not receive back any damage/loss based deposits.

Soft play and inflatable hire

We take great pride in the cleaning of our white soft play and castles to keep them as white as possible for your events. Due to this- we do not allow any of our equipment to be hired out alongside face painters, glitter tattooists etc. Failure to disclose this upon booking can result in us cancelling the booking last minute and loss of your initial deposit. We also do not allow shoes, food or drink on our equipment. Failure to comply will also result in loss of deposits and potential cleaning fees being applied.

Delivery & Setup

We cover the whole of the UK and further upon request. This will be subject to delivery fees covering fuel, wear and tear, and hourly staffing costs.

If your venue has any time restrictions that will affect your event setup, we need to know prior. Not providing this information could result in us not being able to set up either on time, or at all. If this is the case, you will not be refunded any payments.

Only our team are responsible for the taking down or setting up of our equipment. Failure to comply may result in our items being damaged to which you will be charged or any deposits will be lost.

Our team need sufficient space when setting up. This includes bouncy castle and other prop hire. Failure to provide or if the venue is too small and therefore we can't set up, we cannot give you a refund.

You must provide accurate details for your event, including the date, time & location.

We also need to be able to get to the venue in time for your event. This means there must be no access restrictions that we aren't made aware of- by yourself or the venue. Failure to provide this information may result in us being late to your event or not arriving at all. Again, no deposits or payments will be returned.

Photography and Marketing

By booking in with us, you give us permission to use event photos featuring our decorations for marketing purposes. We can provide an opt- out process upon request. We strongly request parents permission before sharing any content for use of marketing and across any of our platforms for anyone under the age of 18.

Product Purchases

By purchasing products from Up Up & Away (referred to as “we,” “us,” or “our”), you agree to the following terms and conditions. Please read them carefully before placing an order.

These terms apply to all purchases made via our website or any other sales channel.

Order Process

• Orders can be placed through our Shopify store or via direct enquiry for custom products.

• By placing an order, you confirm that all details provided (such as personalization requests, shipping information, and contact details) are accurate.

• Customization requests must be submitted correctly, as we are not responsible for errors in spelling, design, or other details provided by the customer.

• Once an order is placed, we will send an email confirmation. If you do not receive confirmation, please check your spam/junk folder or contact us.

Pricing & Payments

• All product prices are listed in GBP (£) and include VAT

• Prices are subject to change without notice, but any confirmed orders will remain at the price paid.

• Payment must be made in full before an order is processed. We accept the following payment methods:

• Credit/Debit Cards

• PayPal

• Other secure payment gateways as indicated at checkout

• If a payment is declined or flagged as fraudulent, the order will be cancelled, and the customer will be notified.

Shipping & Delivery

• We offer shipping to addresses within the UK and selected international locations.

• Shipping costs are calculated at checkout and vary based on weight, location, and delivery method.

• Estimated delivery times are provided at checkout; however, these are approximate and not guaranteed.

• Tracking information (where applicable) will be sent via email once your order is dispatched.

• We are not responsible for delays caused by postal services, customs clearance, or unforeseen circumstances.

• If an order is returned due to an incorrect address provided by the customer, additional shipping charges may apply to resend the order.

Returns & Refunds

We strive to provide high-quality products and customer satisfaction. If you are not completely happy with your purchase, please review our return policy below:

Eligible Returns

• Non-personalized, unused, and undamaged products can be returned within 14 days of delivery.

• Items must be returned in their original packaging.

• A refund will be issued once the item is received and inspected.

Non-Returnable Items

• Custom & Personalized Items: Due to the nature of customized products, we do not accept returns or offer refunds unless the item is defective or incorrect.

• Sale Items: Clearance or discounted products are non-refundable unless faulty.

• Hygiene-sensitive Items: (e.g., balloons, edible items) cannot be returned.

Return Process

• To initiate a return, contact us at upupandawayeventsdecor@gmail.com with your order number and reason for return.

• Customers are responsible for return shipping costs unless the item is faulty or incorrect.

• Refunds will be processed within 5-7 working days after the returned item is received.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please follow these steps:

1. Contact us within 48 hours of delivery at upupandawayeventsdecor@gmail.com with a description and photo evidence of the issue.

2. If we verify the issue, we will offer one of the following resolutions:

• A replacement item sent at no additional cost

• A partial refund or store credit (depending on the issue)

• A full refund if a replacement is not available

3. Faulty items may need to be returned; in such cases, we will cover return shipping costs.

Custom Orders & Personalization

• Custom and personalized orders cannot be changed or cancelled once production has begun.

• Customers must double-check all spelling, dates, and design preferences before submitting their order.

• We do not accept liability for errors in customization that result from incorrect details provided by the customer.

• Due to the nature of handmade or custom-designed products, minor variations may occur between the product image and the final product.

Intellectual Property

• All product designs, images, and content on our website are the exclusive property of Up Up & Away.

• You may not copy, reproduce, resell, or distribute any of our designs or products without written permission.

• Any unauthorized use of our intellectual property may result in legal action.

Liability & Disclaimers

• We are not responsible for any damage, injury, or loss resulting from the misuse of our products.

• Customers are responsible for following product care instructions and ensuring products are used safely.

• Our liability is limited to the total amount paid for the product in question.

Privacy Policy Reference

• By purchasing from us, you agree to our Privacy Policy, which details how we collect, use, and protect your personal data.

• Your payment information is processed securely through third-party payment providers.

Contact Information

If you have any questions about these terms, please contact us at:

Email: upupandawayeventsdecor@gmail.com

Phone: 07716201030

Business Address: Up Up & Away Events Boutique, 14 High Street, Normanby, TS6 0JZ