Privacy Policy

Section 02 — Placing An Order

An order you place is a request to buy. It becomes a contract only when we accept it. We may decline any order at our absolute discretion and without giving a reason. If we decline an order you have already paid for, we refund the full amount to your original payment method.
Please check your order confirmation email as soon as it arrives. If anything on it is wrong — the date, the address, the recipient, the item — tell us within 24 hours so we can fix it before we prepare your order.
We may hold, pause or cancel any order we reasonably suspect involves fraud or abuse, until we have finished looking into it.

Section 03 — Prices And Payment

All prices are in Malaysian Ringgit and exclude delivery and travelling charges, which are added at checkout.
We accept Visa and Mastercard credit cards, debit cards and FPX. Our payment gateway partner is registered with Bank Negara Malaysia and is PCI DSS compliant. We do not store, and cannot see, your card details.
Full payment is required before we prepare or deliver an order, unless we have agreed different payment terms with you in writing.

Quotations:
A quotation we give you is valid for 7 days from the date we send it. After that we may need to re-quote, because material and helium prices move. A date is only held once we receive your deposit.

Chargebacks:
If you raise a chargeback or payment dispute on an order we have already delivered or set up, we may recover that amount from you together with any fee our payment provider charges us, and we may suspend your account until the matter is resolved.
Product photographs are a guide. Colour and size may differ slightly because of lighting, camera angle and your screen. If a specific item or flower variety is unavailable, we will contact you before we substitute anything.

Section 04 — Delivery Fees and Zones
We deliver throughout Kuala Lumpur and Selangor. We do not deliver to PO boxes.
Delivery is charged by zone and by what you have ordered — balloons and gifts, a single balloon, or event decoration. The exact fee for your address is shown at checkout, and the full zone table is on our Delivery page.
Free delivery applies to Zone A only, on orders of RM350 and above. It does not apply to event decoration. No other zone has free delivery, whatever the order value.
Door-to-door delivery (+RM15) is an optional add-on you choose at checkout. With it, the driver brings your order all the way to your unit door. Without it, you meet the driver at the main entrance or lobby. It applies to balloon and gift orders; event decoration is always delivered and set up at your venue.
Self-collection from our Sri Petaling office is free on every order.
If your area is not listed in the zone table, we usually still deliver there. The fee is worked out from your postcode at checkout.

Section 05 — Delivery Times And Cut-Offs
We deliver Monday to Sunday, except on certain public holidays. There are two delivery slots, and each has a cut-off time:

We deliver inside the slot you choose. We cannot promise an exact time within that slot, and time-specific delivery is not available as standard — this keeps the route fair for everyone being delivered to that day.
Same-day delivery: place your order before 4:00 PM. Orders placed after 4:00 PM go out the next day.
Orders placed after a slot’s cut-off are not guaranteed to arrive within that slot. They will be arranged as soon as possible, subject to availability, and may be moved to the next available slot. For example, an order placed at 9:00 AM that selects the 10:00 AM – 2:00 PM slot cannot be guaranteed for that slot.
Please allow extra time for traffic and weather. See section 15 for what happens when conditions are outside our control.

Section 06 — Priority Delivery (+RM50)

Priority Delivery is for urgent or last-minute orders, same-day delivery after a cut-off has passed, or a request for a specific delivery time.
It is not a checkout option. Priority Delivery must be confirmed with our customer service on WhatsApp before you check out, and it is strictly subject to availability on the day. Once we confirm we can do it, the RM50 fee is charged separately.
If you place an urgent order without confirming with us first, we cannot guarantee the timing. Delays in that situation are not eligible for a refund, a discount or compensation.

Section 07 — Delivery conditions
Check with the venue before you order.

It is your responsibility to confirm with the venue that decoration or delivery is allowed — the Airbnb owner or host, the hotel, the restaurant, the mall or building management, or whoever controls the space. Please do this before you place the order.
This applies to both balloon delivery and on-site setup. If the venue refuses after you have ordered — balloons not allowed, no outside decoration, no access on the day — we do not refund the payment. We hold the full amount as store credit, which never expires and can be spent on anything in the shop. Event decoration has further venue rules — see section 10.

Your address and contact number.
You are responsible for giving us a complete and correct address, and a phone number that is reachable on the delivery day. Our driver may need to confirm that someone is there, or call for directions when an address is hard to find.
If a delivery fails because the address or contact details you gave were wrong or incomplete, or because the phone was unreachable, or because nobody was there to receive it, we cannot refund the order, and a re-delivery fee applies.

Changing the delivery address.

Please WhatsApp our customer service at 010-7976251 or call us to change it, so the order is not sent to the old address before your message is answered. Calling is the best option.

Rescheduling or re-routing.
If you or the recipient asks us to move a delivery once it is under way, a re-delivery fee applies, based on the new location.
Our delivery partners. Deliveries are carried out by third-party delivery partners. We may use a different delivery method from the one shown, at our discretion. Once your order has been handed over at the address you gave us, it has been delivered.

If nothing arrives.
Contact us on WhatsApp at 010-7976251 within one day of the scheduled delivery date. After that we are not able to investigate or refund it.

Section 08 — Self-collection

Self-collection is available Monday to Sunday except public holidays, from 10:00 AM to 6:00 PM, at our Sri Petaling Office. The latest collection time is 4:30 PM on the date you chose.
Please bring your order confirmation email — it carries your name, order number and the details we use to confirm who you are. Someone else may collect for you (a relative, a friend, a Grab driver) as long as they can show it.
If you cannot make it, contact us on WhatsApp at 010-836 6329 before 4:30 PM and we will arrange something else. If nobody collects and we have not heard from you by 4:30 PM on your collection date, the order is forfeited and cannot be refunded or re-issued — inflated balloons cannot be held overnight.

Section 09 — Changes, cancellation and refunds 

Changing an order.

Message us on WhatsApp at 010-7976251. Requests made by 10:00 AM one day before your delivery day are accepted subject to availability, and we will do our best with last-minute changes depending on what needs to be changed. Event decoration works differently — see section 10.

Cancelling an order.
Orders can be cancelled up to 10:00 AM one day before your delivery day. Event decoration cannot be cancelled — see section 10.

What you get back.
If you cancel or change your mind, we do not refund. We issue store credit for the full amount you paid. Store credit never expires, and you can spend it on anything in the shop — you are not tied to the same item.
We refund to your original payment method only when we have failed to deliver. That means: your order was not delivered at all; it went to the wrong address through our error; or it arrived materially damaged or materially different from what you ordered and we cannot put it right. Approved refunds are processed within 7 working days; how quickly the money appears then depends on your bank or card issuer.
Refunds outside these cases. All payments made are strictly non-refundable. Refunds will only be considered under special circumstances and are subject to management approval. For any approved refund, a processing fee of 5% of the total bill or RM5, whichever is higher, will be deducted from the refund amount.
This processing fee applies only to refunds approved at our discretion. It is not deducted where we failed to deliver, as set out above — those are refunded in full.
Please read the product description and our Delivery information before you order. Most disputes come from something that was set out before payment.

Section 10 — Event decoration

Payments and date changes.
Payments for event decoration are strictly non-refundable, under any circumstances. They can be moved to another date, or kept as store credit of equal value.
A change of date must be requested at least seven (7) days before the setup date and is subject to slot availability. Free delivery does not apply to event decoration; a setup and travelling charge applies by zone.

Access and setup.
We agree a setup window with you when you book. You or your venue must give our team access at that time, power where the design needs it, and a clear, dry and level area to work in.
If our team is kept waiting because access, power or the area is not ready, a waiting charge may apply — we will tell you the amount before it is charged — and the setup may have to be shortened so that our other bookings that day are not affected. Delays caused by the venue, building management or another vendor are not our responsibility.

Venue permissions and rules.
Getting permission from the venue is your responsibility — the building or mall management, the fire safety officer, and anyone whose approval is needed to bring materials in, to use the loading bay, or to fix anything to a wall, ceiling or floor. Please also tell us before the setup date about any rule the venue imposes on us.
If we cannot set up, or have to reduce the setup, because permission was not given or a venue rule prevents it, the booking is treated as fulfilled and is not refundable. Any charge the venue makes — parking, entry, deposits, loading bay, overtime — is payable by you.

Safety at your venue.
Once we have completed the setup and handed it over, looking after the decoration and the people around it is your responsibility. Please keep children from climbing on, pulling or hanging off arches, columns, plinths and backdrops, and keep the setup away from open flame, heaters and cooking equipment.
You are responsible for injury, loss or damage caused by you, your guests or anyone else at the venue interfering with the setup after handover, and you will cover us against any claim that arises from it.
Outdoor setups. Balloons are not made for the Malaysian outdoors. Sun, heat, wind and rain shorten their life dramatically and can pop or fade them within hours. If you choose an outdoor setup, you accept that risk — we do not replace, redo or refund outdoor decoration affected by weather or heat. We will always tell you when we think a design needs to be indoors.

Dismantle.
Where dismantle is included, the time is agreed when you book. If our team cannot get access at that time, an additional trip is chargeable.
Security deposit. Where a package includes our props — cake stands, plinths and similar — we collect a security deposit. The amount depends on the package, and we tell you what it is after we receive your order confirmation.
Every prop we bring is collected at dismantle, except balloons. The deposit is refunded in full within 24 hours of dismantle, provided every prop comes back undamaged and not excessively soiled.
We reserve the right to deduct from or keep the deposit where props are lost, damaged or soiled. You are responsible for loss of or damage to our props while they are at your venue.

Section 11 — Balloon care and float times
Balloons must be kept indoors, at room temperature not above 25°C, and out of direct sunlight. Once your order has been received, how the balloons are stored is the recipient’s responsibility and we cannot be responsible for their condition after that point.

These are estimates for typical indoor, air-conditioned conditions. Actual float time varies a lot with humidity, temperature, altitude and atmospheric conditions, and is always shorter outdoors.
Never leave balloons in a hot car or boot. Latex helium balloons last only 3 – 4 hours in the hot sun or a hot car, because heat speeds up how fast helium escapes.
Foil balloons are not designed for a hot car or direct sun. Foil has a fixed volume and does not stretch like latex, so heated gas expands and tears the material. Foil floats for about half as long in hot, humid weather.
Helium-filled foil balloons taken into the cold will temporarily deflate, and re-inflate when they warm up again.
Tassel garlands, and filling balloons with confetti or feathers, reduce float time.
Helium balloons are generally not recommended for outdoor use in Malaysian heat.
Safety warnings. Children under 8 years old can choke on uninflated or broken balloons. Adult supervision is required. Keep uninflated balloons away from children, and throw away broken pieces immediately.
Latex balloons are made from natural rubber latex and can cause a reaction in