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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''' If your question is not answered below please email , 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 . 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 Sage Pay, which ensures that all information is encrypted and all security measures are in place to ensure protection of your details.

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.

For added security we also offer MasterCard SecureCode and Verified by Visa for customers who have registered with the services.

We are happy to answer any questions you have about secure shopping at, simply email

What are the MasterCard SecureCode and Verified by Visa logos on your site?

Both MasterCard SecureCode and Verified by Visa are services that provide you with added safety when you use your card to pay online.

MasterCard SecureCode

MasterCard SecureCode is a service from MasterCard and Maestro that provides added protection when you buy online. The service can be added to existing cards and allows you choose a private code when you shop online, offering added protection against unauthorised use of your credit or debit card.

Every time you pay online with your MasterCard or Maestro card, a box pops up from your card issuer asking you for your personal SecureCode, just like the bank does when you use a cash machine. In seconds, your card issuer confirms it's you and allows your purchase to be completed. To find out more about MasterCard SecureCode go to MasterCard SecureCode.

Verified by Visa

Verified by Visa is a service that provides added security when you shop online. The service can be added to existing cards and confirms your identity when you make purchases at Big Fat Balloons and other participating online shops.

You register your card just once, and create your own password. Then, when you make purchases at participating stores, a Verified by Visa window will appear. Simply enter your password to verify your identity and ensure the purchase is secure.

To activate Verified by Visa in your Visa card, or to find out more about the service, contact the financial institution that issued your card or visit Verified by Visa.

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 .

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 email us at .

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

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