Frequently Asked Questions

We endeavor to keep shipping fees as cost effective as possible for you, as we understand nobody likes to pay for it.

Shipping fees are kept simple and we use a variety of freight agents to ensure the fastest and most efficient delivery to your location. All Express Post orders go with Australia Post. All orders get full tracking sent to you.

Regular Post  – (Australia Post) – National Flat Rate $9.90 with full tracking for all orders and free over $99 . Australia wide. Free for orders over $99.

Express Post (Australia Post)  – National Flat Rate $16.90 with full tracking for all orders. Australia wide. Get delivery in 1-3 business days depending on your location.

International under 2KG – $AU 25 to New Zealand, USA and South East Asia. If your order is over 2 KG ( rare but does happen) you will be contacted with a revised shipping quote and the option to pay the extra or cancel your order with a full refund.

For information on shipping times and speeds relevant to your location please visit our dedicated shipping page by clicking here!

All products are shipped from our Warehouse in Noosaville close to Brisbane, Queensland. We do not drop ship and products are kept in stock.

We can ship to anywhere in Australia, New Zealand or the USA and South East Asia with direct website ordering but only to shipping addresses that cover us for seller protection via Paypal in the case of international shipments. If you want us to ship elsewhere please contact us for a shipping quote on sales@characterparties.com.au. We ship Monday to Friday excluding public holidays.

You are welcome to pick your order up from our Warehouse at Unit 8 / 25 Project Avenue Noosaville. Simply select the click and collect option at check out ( no shipping fees apply). You can expect your order to be ready for collection within one business day, and once it is ready we will email you to notify you that it is ready for collection. You can view our opening times by clicking here or on the ‘Contact Us’ Page.

We are unable to accept pick up requests from customers wishing to use their own courier to ship items and only use our own freight companies.

We are no longer open for public browsing.

A full list of location based delivery times can be found on our dedicated Shipping Page by clicking here!

We aim to dispatch all paid for orders within 24 hours excluding weekends and public holidays.  Orders received by 1pm QLD time we send same business day. Orders placed on a weekend ship the next business day ( excludes public holidays).  We do standard or Express shipping services for domestic Australian orders. Express services are often next business day metro to metro ( not including Darwin and in WA only guaranteed to the CBD postcode 6000).  Our dedicated shipping page has more information.

Australia Post are rolling out Saturday Delivery. For Express Post Orders only to the following Queensland Postcodes Saturday Delivery is guaranteed on orders received by us as a cleared payment by Mid-day on the Friday. Please make a note on the order that you require a Saturday delivery so we are aware.

4000, 4005-4123,4125-4129,4131-4178,4215-4226,4230,4300-4305,4500

Things don’t go wrong often, but if they do we won’t mess you around and our returns policy is clearly laid out here.

Our returns process complies with ACCC legislation. We understand that sometimes things don’t work out, or you may have purchased too many items, so we are happy to accept change of mind returns subject to a few terms and conditions.

Items must be returned in the original packaging and be in exactly the same condition that they were sent to you in. items returned that fall outside of this requirement will not be refunded and you will need to pay any applicable freight costs to have them sent back to you.

We do not accept change of mind returns on edible images or edible products due to the nature of the product. We also do not accept returns on helium tanks or sale / clearance items under any circumstances.

We will only accept change of mind returns where a request is made to return the items within 14 days from date of order and the request has been authorised by us prior to the return being made. You can make a return request by emailing sales@characterparties.com.au with the details of the items you wish to return ( so we can check they are returnable first). Return requests made outside of this window or not following this process will not be refunded with no exceptions made.

Freight costs for change of mind returns are your responsibility and you must return items together with identifying documents such as the original order invoice using a trackable postage method.

Items returned will be refunded in full, less freight costs incurred (including orders that used the free regular shipping option) for us to send your original order at their cost price plus a $10.00 administration fee per return to cover processing costs. Purchases made using buy now pay later services such as (but not limited to) Afterpay will also incur a 5.5% service fee on the total order value including freight as buy now pay later services do not refund merchant fees for returns.

If you believe a product you have received is incorrect or faulty then please email sales@characterparties.com.au with pictures of the alleged fault together with your order number. This will then be assessed and an appropriate refund or replacement will be provided providing we agree with your claim. Claims for faulty items must be made within 7 days of you receiving your order. Claims made outside of this window will be declined. Please note that we are unable to provide any refunds on claims made for alleged faulty balloons if the balloons have been inflated by yourself or in a mass retailer. If you have had the balloons inflated by a specialist balloon service such as a florist or party shop please provide details of where the items were inflated and when. We only sell high quality balloons and most faults are caused by poor inflation practice. Manufacturing faults are very rare and what appears to be a fault is usually caused by over inflation or poor inflation practices such as an incorrect valve being used or poor storage.

How to initiate a return.

If there is a product fault or incorrect product sent and we require you to return items for a refund we will email you prepaid shipping label to return the items. If you are returning under our change of mind policy please send items to: Character Solutions – Returns – 2/25 Project Avenue, Noosaville, QLD 4566.

Refund Method

We will refund any amounts owing by us to you to your nominated payment source at the time of purchase. This may be your credit card, paypal account or bank account, Afterpay etc. depending on how you paid us. If an item is broken, we have sent the wrong item or there is a description error on our website we will send you a replacement item or the correct item at no charge to yourself.

All images are sent in a specially made box for safe transist. Unless it is bent over the posties knee it won’t get bent!

All images are sent in a specially made box for safe transist. Unless it is bent over the posties knee it won’t get bent!

Our images come with a best before date and stored correctly should last for 12 months.

Store them in a cool dark place. Do not store them in the fridge or freezer!

Our images come on backing sheets and are all high quality fondant icing. Simply peel the image off the backing sheet and apply. Easy!

If your image is sticking to the backing sheet, don’t panic! Simply pop the image in the freezer for around 20 seconds but no longer than 30 seconds. This removes any moisture from the image. Then try peeling it again. This should resolve your issue.

We take PayPal, Credit Card and Bank Transfer (EFT – domestic orders only) Afterpay now Zip, Humm and Laybuy. eWay is our credit card gateway. You can pay securely with PayPal with either a PayPal account or a credit card, or use eWay or Afterpay or Zip Pay- you choose – or save us the fees and help keep our (and your) costs down by paying by Bank Transfer. We now also offer Afterpay, Zip, Humm and Laybuy ! These are services that allow you to spread the cost of your payments over a longer period ( which can be chosen at checkout) but you get the goods sent straight away as per our normal process! These companies will simply pay us straight away and debit your credit card with the appropriate payments over the defined time periods. This is great if you need to spread the cost of your purchases over a longer period of time! If you do choose to pay by Bank Transfer please ensure that funds are remitted within 24 hours of placing the order. Please note that by signing up with a buy now pay later service you may have have a credit check performed in accordance with the relevant consumer credit legislation.

We strive to keep our prices reasonable ‘every day’. However, If you see any of the products listed on this website available from another Australian based retailer at a cheaper price than ours we’ll happily match the price . Please note that terms and conditions apply to this offer. Prices can be online or instore prices but must, include GST, be from an Australian based retailer (not wholesaler or distributor for example), include the entire purchase cost ( i.e. shipping fees and purchase price for products ) and not be ‘closing down’ ‘liquidation stock’, ‘sales’ or ‘clearance’ prices or eBay / Amazon / Gumtree sellers. The offer includes pricing offered by mass retailers on the exact same items only. Some limitations may apply to certain lines – enquire for details. In order to take advantage of this guarantee simply e-mail a screen shot of your shopping cart and applicable shipping fees to us at sales@characterparties.com.au , together with details of the better deal you have found else where along with your name and phone number and we’ll be in touch within 24 hours with a better deal if you qualify. You can’t say fairer than that! Please note that this offer is not able to be used in combination with any other coupons, offers, specials or promotions we may have available at any time under any circumstances. Note that our price match only applies to pricing comparisons made prior to purchase and not after. If you are looking for a Character Parties Coupon Code then the best thing to do is like our Facebook page or subscribe to our newsletter. Generally we don’t work on code based purchasing as our prices are already great, however from time to time we may decide to run promotions and this way you will be the first to know about them!

We do not offer wholesale but can consider special pricing for very large bulk purchases. Contact us for more information.

Unfortunately we no longer offer a helium balloon inflation service and we do not offer inflated balloon delivery. You are of course free to purchase uninflated balloons via our online store for delivery or collection.

Give us a call to discuss your requirements and we will see if we can help you.

Due to the nature of our business we get very frequent requests to donate packs and items to often very worthy causes.  Character Parties Australia considers charitable donations on an annualised basis and rather than donating to individuals  will make a donation to a worthy charity that offers support and assistance to our target market – kids. We feel this is the only way to ensure equality. Thank-you for understanding.

Character Solutions Pty Ltd is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on sell or swap any of your personal details with anyone. We use this information to identify your orders, provide you with periodical newsletters and communicate with you. We use cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart.  Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its “IP address,” and is sent automatically each time you access any Internet site. From a computer’s IP address, it is possible to determine the general geographic location of that computer, but otherwise it is anonymous. We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order. If you wish to access information that we may store about you please e-mail sales@characterparties.com.au with a “subject access request”. Generally, no fee is chargeable for this service if the request is made in accordance with relevant data protection legislation. We will comply with any requests in accordance with State or Federal legislation and in accordance with any cross border information transfer rules. In short though, we won’t sell your data, we will secure your data, and we won’t market heavily to you! We believe in a common sense approach to all things including the important subject of data privacy!

Whilst we have no formal affiliation we are pleased to promote the following businesses

www.superkidsparties.com.au