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About the product range, security on the web site, order queries, passwords and my account

Please find below a list of the questions we get asked the most about our product range, security on the site and 'My Account' features on www.bigfatballoons.co.uk''' If your question is not answered below please email info@bigfatballoons.co.uk or call 0800 9776 988 we'll be happy to help.

Do Big Fat Balloons deliver any other balloons and gifts than those shown on the website?

If you are looking for a particular balloon or gift please contact us on info@bigfatballoons.co.uk or by telephone on 0800 9776 988. We will, where possible, try to source the balloon or gift for you.

You mention 'Safe and secure online ordering'. Will my credit card payments be safe?

Yes. All your credit card payments on Big Fat Balloons will be 100% secure .

For added security and your peace of mind we use Internet secure payment provider Protx, which ensures that all information is encrypted and all security measures are in place to ensure protection of your details.

Protx secured payments
Credit cards accepted at Big Fat Balloons

Your card details are presented directly to our bank for clearance. Big Fat Balloons does not have access to your credit card details after your order is placed.

As well as your credit card details, our secure-server software encrypts all your personal information such as name and contact details. The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet.

For those who are technically minded - the Your Account area of our site is secured by Comodo Instant SSL, utilising 256-bit SSL certificates, which offers the highest level of encryption or security possible. This means you can rest assured that your personal information is private and secure.

We are happy to answer any questions you have about secure shopping at www.bigfatballoons.co.uk, simply email info@bigfatballoons.co.uk or call 0800 9776 988.

Please note: We advise that you take the utmost care whenever you visit your account area on our or any other e-commerce site and in particular, make sure that nobody is able to obtain your password. Once you have completed your purchase and to ensure all confidential information is removed, we recommend that you close all browsers.

What is the 'Your Account' area?

Your account contains your delivery and billing details, newsletter subscription (if any) and a record of your orders . You can also trace your order in 'Your Account' You will need your e-mail address and password to see or edit your personal details.

If you are a new customer , you can create an account by going to the Your Account page.

Choosing your Password

For added security you will need to create a memorable password when you place your first order. To make sure that the order process is as secure as possible we recommend you choose a different password than those you might have created on other sites.

Maybe you can pick you mother's maiden name, the name of a place you like or perhaps the name of your first pet - the possibilities are endless. We advise against using a password that is easy to guess such as "aaaaaa" or "123456" or your own name.

Please note - you must choose a password containing between 6 and 12 characters. The characters can be letters, numbers or a mixture of both.

Why do you need a password?

1. For your information
Your password will enable you to access Your Account on Big Fat Balloons. In this secure section you can check on the progress of your order at your convenience.

It also gives you the Royal Mail parcel reference number for your order, allowing you to trace the delivery.

2. For your convenience
If you place more than one order on our site your password will allow you to shop quicker.

Your personal contact details and delivery addresses will be stored in Your Account. As there is no need to re-enter your personal information when you place a new order on Big Fat Balloons, shopping will be much quicker and convenient for you.

3. Gives you control
The password will also allow you to change the newsletter subscription settings in Your Account.

I have forgotten my password, what do I need to do?

If you can't remember your password, go to the 'Forgotten your password?' area, enter the email address you have used at Big Fat Balloons before and click "go". Your password will then be automatically e-mailed to you (please note that, for security reasons, our customer service team cannot see your password, so they won't be able to confirm it for you).

I have a query about my order, who do I contact?

If you have any questions about your gift order, please contact us by email at info@bigfatballoons.co.uk or by phone on 0800 9776 988.

Why do you ask for my email and telephone number?

We will contact you by email to confirm your order and to let you know that your gift has been sent ' on very rare occasions we might need to contact you if there is a problem with your order. It is crucial that you provide us a valid phone number and email address and check your email regularly.

What happens to our contact details?

The information we collect from you is used solely by Big Fat Balloons . We do not sell it to any third party organisations. For more information of how we store customers contact details please read our Privacy Policy.

What is your returns policy?

Balloons are perishables and cannot be returned under the UK Distance Selling Regulations (2000).

If a gift that is delivered is either faulty or incorrect or the you wish to return your order within 7 days of receipt, please call our customer service department on 0800 9776 988 between the hours of 09.30 ' 17.00 Monday to Friday.

Alternatively, you can email us at info@bigfatballoons.co.uk or using our contact form.

See our full terms and conditions for more details on our returns policy.