E D C B A
Diagnostics: Customer ID: Customer Type: Customer Name: Order Number:
burgerOpen

Categories

Frequentley asked questions

 

We're a wholesaler not retailer and have been supplying businesses, event organisers, schools, PTAs, community groups, charities, churches, youth groups, independent traders and fundraisers since 1984!

Our staff are friendly and knowledgeable about our products and we're happy to advise you by phone or email regarding your requirements. T
o be fair to the businesses we supply, we cannot accept orders from the general public wishing to buy items for their own use.

If you're unsure if we can supply you, please see section 1 below for more details, or call or email us.


If you are offering us products or services, please contact us only b
y email at info@partybagwarehouse.co.uk The number below is strictly only for customer use.


If after reading our FAQs, you still have a question, please contact us at info@partybagwarehouse.co.uk Emails are usually responded to up until 7pm. To contact us by phone, please call 01842 824505 Monday to Friday between 9am and 5pm and select from one of the options given.


Orders

Q. Who do you accept orders from?

Q. Do I need to register with you to place my order or see your prices?

Q. How do I see the VAT inclusive price?

Q. How do I place my order?

Q. What is your minimum order?

Q. Do you offer a dropshipping service?

Q. I've navigated away from the website by accident, or need to check my order with someone else before paying.

Q. What can I do if I can't find a particular item, you are out of stock of an item I need, or I am being told I can only order a certain number of  an item?

Q. Can I add to an order once I've placed it?

Q. I'm not very good with computers - can I come to the warehouse to shop instead, or place my order by phone?

Q. Can I return an item ?

Delivery and international

Q. How much will it cost for delivery of my order, how long will it take to arrive, and how is it packed?

Q. Do you accept international orders and do overseas customers have to pay VAT ?

Q. Do orders need to be signed for?

Q. Can I select a different delivery address and choose my time of delivery?

Q. My order is later arriving than I expected, what should I do?

Pricing

Q. What type of payments do you accept and is your server secure?

Q. Why are your prices shown excluding VAT?

Q. What do the prices in the box under the product mean?

Promotions and new lines

Q. How often do you have new stock?

Q. Do you do promotions and special offers?

Q. How can I make sure I know about your offers and your new products as soon as they arrive?

Images, descriptions and age suitability

Q. Can I use images from your website?

Q. I've spotted an error in an image or description....

Q. Do your items carry CE labels?

Q. How can I tell the age suitability of an item?

Catalogues, samples and requests for charitable donations

Q. Can you send me a brochure?

Q. Can you send me a sample?

Q. Can you donate an item or money to help our fundraising?

 

___________________________________________________________________________________________________________________________

 

ORDERS

 

Who do you accept orders from?

We supply businesses, event organisers, schools, charities, groups and organisations. You do not have to be a business to order from us - if you are part of a community or fundraising group or PTA, or you are raising funds for a charity or good cause, we can accept your order, however, we do not sell to individual members of the public wishing to buy items for their own use.

 * If you are a high volume buyer, or looking to buy regularly for multiple outlets, please call us to discuss your requirements. *

 

Terms and conditions

When placing an order, you acccept our trade to trade terms and conditions. Please see our TERMS AND CONDITIONS page for full details.

 

I'm not very good with computers - can I come to the warehouse to shop instead, or place my order by phone?

We are not a cash and carry, and our insurance does not allow visitors inside our busy warehouse. We trade solely online.  Shopping with us is simple and secure and we don't share your details with anyone.

Orders ideally need to be placed through the website, as this is the only way goods can  immediately be reserved for you, and the website is very easy to use - honestly!  However, if you are unused to shopping online, please give us a call and we can talk you through how to place your order step by step, or take the order from you - however, we would still need to place it through the website ourselves in exactly the same way you would, in order to check available quantities and reserve stock, so it would take just as long, if not longer this way.  

Please note that if you ask us to accept a verbal order, even if your acceptance is not specifically stated, you are deemed to have read and to therefore accept our Terms and Conditions. 

What type of payments do you accept and is your server secure?

We accept credit and debit cards, PayPal, BACS and cheque payments. All card payment are handled by a 128 bit secure encrypted server and for enhanced customer security, we use the 3D secure payment processing system Sagepay, the premier online server. We do not see or store card details.

When paying by debit or credit card, initially the amount of your order is only pre-authorised by your bank. If, as occasionally happens, an item is out of stock and we need to adjust your invoice, then we only actually release the correct amount of funds. So though if checking your online statement you may see one amount initially, the amount actually charged to your card and shown on your invoice may change, as when we dispatch your goods and send you the invoice at the same time by email, the final amount actually charged is adjusted down to reflect any goods not charged for.

We cannot take more than the amount pre-authorised on your card, we can only adjust your final amount down, so if you wish to add to your initial order we will add the extra goods on and arrange to take another payment.

We can only dispatch goods after a payment is made, so if selecting to pay by cheque or BACS please send the payment as soon as possible, and then allow 3-5 working days for your payment to clear before we can dispatch your goods.  if we don't receive a payment within 14 days of you placing your order we will cancel it, as you may be tying up stock other people may wish to order.  

Do orders need to be signed for? Can I select a different delivery address and choose my time of delivery?

You will need to enter your full contact details and phone numbers, which both we and the courier company need in case we need to make contact with you. It is important we have a number you can be contacted on during the day. 

You may enter a different delivery address to your billing address, however, please note we cannot deliver to empty or temporary addresses, and we may undertake further security checks if a different delivery address is given.

We cannot offer pre-arranged timed deliveries at the time of ordering. The contract with our couriers is that they may deliver your parcel any time between 8am and 5pm (and often later around Christmas time) so please ensure someone is available all day to accept your order on the day of delivery.

For your convenience on the day of delivery, once the couriers know the route their driver will be taking, you will be sent a rough time of delivery by email or text - this is usually a 2 hour window. Please note this is always approximate and just a guide. Delivery times can be affected by weather or traffic delays, so the delivery time is NOT guaranteed.  

All orders must be signed for. If no-one is in when a delivery is attempted, the courier will where possible, leave a card and ask you to contact your local depot to re-arrange delivery. If no contact is made after 3 days, the parcel may be returned to us and if you wish another delivery to be arranged, a further charge may be made.        

Please note if an incorrect delivery address is given to us on an order, once the goods have left us,  there may be extra delivery charges incurred by you, if we have need to send your goods from one delivery depot to another in a different postcode area.  This is because the courier company reserve the right to charge for taking goods to another depot. Asking for goods to be sent to a different address to that on your order will also result in a delay in your goods getting to you. We can only take instructions from the person who placed the order, when an address change is needed.

My order is later arriving than I expected, what should I do?

Once dispatched, most orders sent to UK addresses arrive the next day, though during very busy seasonal times, or after a bank holiday, they can take longer.

As stated above, delivery window times are always approximate and traffic or weather  can delay deliveries.  We find that many people who contact us saying their goods haven't arrived had 'just popped out,' maybe to the shops, or to take the children to school, when the courier attempted to deliver their parcel! Or the parcel may have been signed for and left with a neighbour, family member, colleague or work receptionist.

We can track a delivery from the time it leaves us and tell you who signed for it and at what time.

So before calling us, please check whether you've received a card through your door asking you to rearrange a delivery time with your local depot, or if a friend or colleague has accepted your delivery on your behalf.

If a delivery is rearranged and you fail to be in a second time, or you haven't made contact with the depot within 3 days of the card being left, the goods may be returned to us, and there will be a further delivery charge to send them to you again. If instead, we offer to refund you, we cannot refund any carriage charges incurred, including those we are charged for having the goods returned to us.    

Can I return an item ?

If an item does not meet your expectations please call us before sending it back

 

If a full refund including the original delivery costs is required, we need to be informed fourteen (14) days after the receipt of the order. The order must be then returned to us within fourteen (14) days after we have been informed of the cancellation, however you will be responsible for the cost of returns the goods to us. If a return is payable to you we will process the refund as soon as possible and, in any case within fourteen (14) days of receipt of the original order back to us.

 

The items need to be in the original packaging where it forms part of the goods, for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. Return postage is at your own cost and risk.

 

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

 

Our returns policy does not affect your statutory rights.

 

If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via e-mail that you are entitled to a refund for defective goods.

If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order

 

 

 

What do the prices in the box under the product mean?

We list the price for a single item in the quantity in which it is sold. This may be a box containing 96 party bag toys, for example, or a single item like a puzzle or book. 

If you are able to purchase larger quantities of an item, you can take advantage of the price breaks available to you. These are shown in the boxes beneath each item.  Quite simply - the more of a particular item you order, the cheaper it becomes! Our staff can process your order more efficiently and this cuts down the time spent on your order considerably.

The example shown below, item code R20001 - is sold as many of our items are, as a single pack or box containing a number of items - in this case a box of 48 gliders costing £5.64 ex VAT for one box.

If you buy three or more boxes, each box reduces to £5.21 ex VAT each and if you buy 6 or more they reduce even further, coming down to £4.70 ex VAT per box. So the more you buy, the more you save - it's simple! 

As you can see in the image below, we've shown the pricing with both the VAT exclusive and VAT inclusive prices shown, which you can see displayed by ticking the green box 'show VAT inclusive prices' at the top of a page.

Gliders

 

 

 

 

 

 

PROMOTIONS AND NEW LINES

 

How often do you have new stock?

We have new stock daily, and all our new lines are automatically listed in our New Arrivals section as well as in their 'parent' section. They stay in the New Arrivals section for 14 days.

Do you do promotions and special offers?

We do have offers on all sorts of products, and these can be found by clicking on the green Special Offers button at the top of the website home page.  Each offer item is also listed in its parent category. We also have short term promotions on various ranges or categories of items, which typically last for 5 to 10 days.

How can I make sure I know about your offers and your new products as soon as they arrive?

All our new lovely new items are shown in the new arrivals section on our website and stay in there for around 2 weeks. 

We send out an email roughly once a week to all our customers to let them know about new lines, offers and promotions and seasonal trends.

Please register to receive our newsletter and offers. By doing so, you'll find out about new items as soon as they come in and get exclusive vouchers and offers  - which can save you a lot of money!

Do feel free to forward the emails on to colleagues or friends you think would want to see them. We don't share any details given to us with anyone else. If  you feel you don't want to receive the emails (though we're not sure why you wouldn't want to save money!) then just drop us a line or use the opt out button, and we'll take your name off the list.

 
 

IMAGES, ITEM DESCRIPTIONS AND PRODUCT SUITABILITY     

 

Can I use images from your website?

Only customers purchasing from us are permitted to copy and/or use any images from our website. We allow you to use images only of the items you have purchased from us and you must obtain emailed permission from us before using any of our images.   

I've spotted an error in an image or description....

Then please do get in touch! We try to describe and show our products as accurately as possible, but very occasionally, errors occur. Please help us to lessen these occurrences by telling us if you do spot a mistake.  

Do your items carry CE labels?

Where appropriate, our items contain the required CE labelling.   

How can I tell the age suitability of an item?

Unless specified, all toys are unsuitable for chidren under 3 years of age. All soft toys by law must now be suitable from birth, however attached labels and tags and ribbons should be removed before giving soft toys to children under 3 years of age. 

 

CATALOGUES, SAMPLES AND CHARITABLE DONATIONS 

 

Can you send me a brochure?

We are an online wholesaler. As our stock is added to daily, a brochure would be always out of date, so we don't produce expensive brochures, catalogues or price lists. Our website is our brochure! It's laid out in easy to navigate sections and is as easy to browse as a catalogue.  If you need to, please feel free to print off any pages you wish to show to friends or colleagues if they can't look at the website with you.

The savings we make not producing brochures for other items mean we are able to supply goods at the most competitive prices possible! This enables our customers to make the most amount of profit for their business or good cause.

Can you send me a sample?

We are able to send greeting cards samples but as many of our toys and other items are packed in display boxes we may be unable to supply samples of these. If you require goods for inspection we are happy to supply them at the normal price - please place your order via our website. If they are not suitable you can return them at your own cost for a refund of the purchase price, as long as they are returned unused and packaged as supplied.

Can you donate an item or money to help our fundraising?

We are asked several times daily to donate goods to help charities and other good causes. Much as we'd like to help, we're sure you'll understand as a family owned business, it's just impossible to do this and we are sorry we can't respond favourably to donation requests.

Instead, we keep our prices as low as we possibly can so that every customer can make as much profit as possible for their cause or business.

The cost of donating free items and the associated staff time and postage costs would only serve to vastly increase the cost of items we sell on our website - so this wouldn't help anyone!

As a family and business, we support our local hospice, St Nicholas Hospice Care, where both close friends and family have received care, and support other local causes too.

 

 

 We hope we've answered any questions you may have, but if you still need help, please get in touch!

 

 

 

 

            Find us on:                                                                                             We accept these types of payment

            Facebook page                                                               We accept these cards                                                                Secure payments with Sage Pay

Mailing list
Join our mailing list
Party Bag Warehouse
T/A www.partybagwarehouse.co.uk
4A STEPHENSON WAY
THETFORD
01842 824505

Telephone: 01842 824505  Email: info@partybagwarehouse.co.uk  Address:  Stephenson Way, Thetford, Norfolk, IP24 3RH.