FAQ

Shor DELIVERY

Where do you deliver?

Please check out our Delivery Areas page to see the current postcodes we deliver to most areas in Perth within a 45 min drive of West Perth.

email: pop@lunaballoonclub.com.au

or call: 0459 587 699 during our opening hours.

Do you deliver to special areas?

Yes we delivery to the CBD, hospitals, hotels, shops and schools.

Do you deliver on weekends?

Yes, we deliver on Saturdays. We have closed Sunday deliveries for 2021 but may reopen them next year.

What time will the recipient receive their Luna delivery?

Recipients will receive their Luna between 9:30am – 5:30pm. With majority of deliveries happening between 10:30 and 3pm. You can included a preferred time in “Delivery Instructions” and we will do our best to take that into consideration. If you need your order to arrive at a specific time, please do not order unless that has been confirmed with a staff member. If you have mentioned a specific delivery time in the delivery instructions, that will be passed on to the courier and considered. No confirmation will be communicated.

Organising a pick up with us is the only way to guarantee timing. By purchasing and selecting delivery, you are acknowledging that you are happy for it to be delivered any time between 10:30am and 5:30pm.

What if nobody is home during delivery?

If there is nobody home we will contact the delivery we will follow our Delivery Protocol.

PICK UP

Can I pick up my order?

Yes! Pick up is in West Perth at The Sapling Co-working Space, 133 Fitzgerald Street, West Perth. You will be asked to select a pick up time during check out.

Do I have to pick up at the time I select?

We prefer that your item is picked up within half an hour of selected pick up time, however if you are running late please call through. You have up until our staff clocks off to collect your bunches, however this will vary with each day. Often our staff will clock off when orders are complete. We will contact any remaining deliveries half an hour before we shut. If your order is not collected before this time, or there is no answer and the shop shuts, you will have to collect them the next day.

Please note that by selecting a certain pick up time, someone else will not be able to have that pick up time so it is best to select as close as possible to the time you plan to come.

What if my preferred pick up time is not available?

Please select the closest pick up time and call us during contact hours. Leaving preferred pick up in the delivery instructions is not enough. The pick up times available are the hours that we are almost 100% sure we will be at the studio but there is a chance we will be there at other hours. We will try and accommodate where we can. If you are looking to secure a time slot out of our delivery times please contact us through email or phone.

ORDERS

Can I make a same day order?

Yes! We accept same day orders up until 10:30am. However you can still try your luck after that if you are in a close $10 Perth Metro area. If you are out of the area and want to see if you can get an order through please call through during opening hours.

Can I make a custom order or order balloons for an event?

Currently we are only taking bespoke custom orders above $150. We may be able to accommodate requests that are only slight variations from the current products. We can also take suggestions for products that you think we should have on our website. There will be features on the website to customise for orders under that budget. Contact us at pop@lunaballoonclub.com.au 0or call 0459 587 699 during contact hours to start talking about your custom order.

PAYMENTS

Do you have alternative payment methods?

Yes! We can process an order through credit card, bank transfer, Pay ID or Paypal through a link or through the phone. We can also send invoices.

BALLOONS

What do you do to ensure long lasting balloons?

We go above and beyond industry standard to maximise float time.

Time in studio: Inflated balloons are monitored for at least 1 hour before being delivered. This is protocol that we implemented to ensure that there are no small holes or defects in any of the balloons. For any balloons that show signs of deflation we remove them and replace them. Before these extremely hot summer months when the sun wasn’t being such a pain, we had not had one customer complaint about deflation in 6 months. This is a pretty good result for a perishable item!

Hi Float: We add high float free of charge or all latex and latex confetti balloons which creates a coat around the latex to prevent latex balloons deflating faster. Hi Float will extend balloon float time by a few days.

Quality Qualatex balloons: For all latex balloons we use quality Qualatex, Australian owned, biodegradable balloons where styles are available.

High concentrate helium: All latex balloons are inflated with 100% helium

Cool temperature studio: We keep our studio cool in the summer and blast that aircon!

How long are the balloons suppose to last?

The major factor in how long your balloons last is the conditions in which they are kept. If they have been out in the sun, kept in a warm room or have been exposed to wind your balloons will deflate at a faster rate.

Shortest float times:

Latex confetti balloons – can last anywhere from half a day to 2 days depending on how they are kept, due to the heaviness of the confetti.

Gender reveal balloons – can have very short float times as we cannot apply high-float to them and they contain a lot of very heavy confetti. We would estimate 1 day maximum and definitely would not keep them overnight.

Can I order balloons the night before?

Overnight latex balloons are not generally recommended in warm weather but you are free to order how you please. Any balloons that have been ordered for the day after do so at their own risk and will not be eligible for a refund.

If they are bagged, we would suggest to keep them overnight out of the bag, away from windows, out of direct sunlight in a cool temperature room.

Based on past orders, most balloons will stay floating for several days, so they will likely be fine for the day after. They will be slightly less fresh looking. We just cannot guarantee this as we have no control over how they are kept in that time.

When we inflate balloons for ourselves and keep them in our cool studio, they usually last for at least 2 days.

What happens if I feel like my balloons have deflated faster than they are suppose to?

We are a business that relies entirely on the good faith of our customers. As balloons are a fragile product we can only guarantee that they leave our studio and are delivered fully inflated and in good condition. Unfortunately, we have no control over the conditions in which the balloons are kept.

If your balloons have deflated faster than you expected please assess whether they have been kept in cool conditions. Also check if it is the fringe or card that is weighing down the balloons.

If you truly believe that these have not contributed in the deflation and they have deflated in before the suggested time frames above, we are happy to provide 50% refund on the balloon bundle (does not include delivery). Please send a picture to pop@lunaballoonclub.com.au.

If balloons have been ordered the night before, your balloons will not be eligible for a refund. Please see our terms and conditions for more information.