Returns & Refunds
Returns & Refunds
Celebration planning sometimes changes. This policy explains when a party supply may be returned, how to request support and what happens after an approved return reaches the designated return location.
Days to request a return
Eligible requests should be submitted within 30 days after the order is shown as delivered.
Approval before shipment
Contact Festiva first and wait for return instructions before sending any item.
Business days for review
Approved refunds are generally processed after the returned item is received and reviewed.
Business days for shipping
Our standard order shipping timeframe remains 3–5 business days.
Before Starting a Return
Keep the item, packaging and order details together.
A return request can be reviewed more clearly when the product remains unused, unassembled and in its original condition. Keep any included accessories, inserts, favor pieces, balloon tools, packaging and labels with the item.
Return Eligibility
What may be returned and what is normally excluded.
Each request is reviewed using the order details, the condition of the item and the information shown on the relevant product page.
Generally returnable
When all conditions are met
- Unused party supplies in their original condition.
- Unopened tableware, napkins, favor packaging and wearable accessories.
- Decorations that have not been assembled, hung, inflated or displayed.
- Products with all original pieces, tools, inserts and packaging included.
- Items covered by an approved return request submitted within the return period.
Normally not returnable
Unless an order issue applies
- Opened or used party plates, cups, napkins, cutlery or serving supplies.
- Inflated balloons, assembled balloon arches or decorations showing signs of setup.
- Opened party favors, favor contents, wearable accessories or guest-use items.
- Items missing packaging, parts, inserts, labels or included accessories.
- Products specifically marked as final sale, personalized or made-to-order.
How to Request a Return
Four clear steps from request to review.
Contact Festiva
Submit the request through the contact page or email info@festiva.lol within 30 days of delivery.
Start before shippingShare the order details
Include the order reference, item name, reason for the request and the current condition of the product.
Clear information helpsWait for instructions
If the request is approved, we will provide the applicable return steps and destination information.
Authorization requiredPackage the item carefully
Return the item with its original pieces and packaging using a shipping method appropriate for the parcel.
Keep shipping records
Damaged, Defective or Incorrect Items
Contact us promptly when an order arrives with a problem.
If an item arrives damaged, appears defective, is missing listed pieces or is different from the item ordered, contact Festiva before using, assembling, inflating or discarding the product or packaging.
- 01 Keep the affected item Retain the product, packaging, labels and included accessories while the concern is reviewed.
- 02 Describe the issue clearly Explain whether the item is damaged, incomplete, defective or different from the order confirmation.
- 03 Provide useful images when available Clear images of the product, packaging and affected area may help us review the concern.
- 04 Wait for the next support step We will review the information and explain the relevant resolution or return process.
Refund Review
What happens after an approved return is received.
Returned items are reviewed against the approved request and return conditions. When a refund is approved, it is issued to the original payment method used for the order.
Shipping and Refund Amounts
How return shipping and original delivery charges are handled.
Customer-choice returns
When an eligible item is returned because plans changed or the product is no longer needed, return shipping is normally the customer’s responsibility.
Approved return requiredFestiva order issues
When an approved request involves a damaged, defective or incorrect item, we will explain the applicable shipping or resolution steps.
Reviewed case by caseOriginal shipping charges
Original shipping charges are generally non-refundable unless the approved resolution relates to an error or qualifying order issue caused by Festiva.
Order-specific reviewRelated Order Situations
Exchanges, cancellations and event-date concerns.
Contact Festiva as early as possible when an order needs attention. Some changes may no longer be possible once preparation or shipment has started.
Exchanges
Direct exchanges are not guaranteed. When a different color, quantity or item is needed, the available option may be to return the eligible item and place a new order.
Availability may changeOrder cancellations
Cancellation requests should be submitted immediately. An order cannot always be cancelled after preparation, fulfillment or shipment has begun.
Contact support promptlyEvent-date changes
A changed or completed event date does not automatically make used, opened or otherwise ineligible party supplies returnable.
Return conditions still applyHelpful answers before starting a return.
Contact our team when the order situation is not covered clearly below. Approval and return instructions should always be obtained before shipping an item.
Can I return opened party tableware?
Opened or used plates, cups, bowls, napkins, cutlery and serving supplies are normally not eligible for a change-of-mind return. Contact Festiva when the item arrived damaged, defective, incomplete or incorrect.
Can inflated balloons or assembled decorations be returned?
Balloons that have been inflated and decorations that have been assembled, hung or visibly used are normally not returnable. Contact us promptly if the product appeared damaged or defective before use.
Where should I send my return?
Do not send the item until Festiva has approved the request and provided return instructions. The return destination may differ from the store address shown on this page.
When will an approved refund appear?
Approved refunds are generally initiated within 5–10 business days after the returned item is received and reviewed. Your bank or payment provider may require additional time to post the credit.
What information should I include with my request?
Include the order reference, affected item, reason for the request, current product condition and any useful images. Do not include payment card details or other unnecessary sensitive information.
Does this policy affect legal consumer rights?
This policy is intended to explain Festiva’s store process and does not remove any non-waivable consumer rights that may apply under relevant law.
Need Return Support?
Contact Festiva before sending anything back.
Share the order reference, affected product and reason for the request. Our team will review the available order information and explain the next relevant step.