At Poppy Eleanor, every order is made with care and, where applicable, personalised specifically for you. Because we offer both products that can be shipped and bespoke wedding and event décor that may require on-site delivery and installation, our delivery arrangements vary depending on the type of order.

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1. Shop Orders & Personalised Products

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Order Processing

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All of our shop items are made to order and personalised to your specifications where applicable.

• A digital proof will be provided within 48 hours (Monday–Friday) where a proof is required.

• Production will begin once your design has been approved.

• Standard production time is approximately 3–5 working days after approval.

• More complex orders or orders placed during particularly busy periods may take longer.

If you require an item by a specific date, particularly for a wedding or other important event, please contact us before placing your order so we can confirm whether your required date can be accommodated.

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UK Delivery

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Once your order has been completed, standard UK orders will be dispatched using a tracked courier service.

Estimated delivery is generally 1–2 working days after dispatch, although delivery times are estimates and are outside of our direct control.

Please bear in mind that personalised and handmade items may require additional production time before they are dispatched.

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Delivery Charges

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Delivery charges for shop orders are calculated according to the size of your order and delivery location and will be shown at checkout where applicable.

Some items may be collection only. Where this applies, it will be clearly stated on the individual product listing.

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2. Wedding & Event Delivery

 

Wedding and event décor is different from our standard shop orders and may require specialist transportation, venue delivery, installation and/or collection.

For this reason, wedding and event delivery is arranged separately and is not necessarily covered by standard shop delivery charges.

This may apply to:

• Balloon garlands and installations

• Balloon arches and statement displays

• Backdrops and event styling

• Wedding signage

• Large or delicate décor

• Venue styling

• Bespoke installations

• Other items requiring on-site setup

Where delivery and installation are required, these details will be discussed and agreed as part of your bespoke quotation.

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Delivery Area

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We include delivery within approximately 20 miles and/or 1 hour's travel from Hook, Hampshire for applicable wedding and event services.

For venues further afield, an additional travel and delivery charge may apply.

This charge takes into consideration the distance, travel time, fuel and time required to transport your décor safely to and from the venue.

For weddings and events outside our standard delivery area, we will provide the applicable travel charge as part of your quotation before you book.

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Wedding Setup & Installation

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Where your booking includes setup or installation, we will agree an arrival time with you and/or your venue in advance.

We will work with the venue's access arrangements and any agreed setup window to ensure your décor is installed safely and professionally.

For wedding morning setup, we can arrive ahead of guest access and carefully install and arrange your décor so that everything is ready for your celebration.

Setup requirements, timings and any venue-specific restrictions should be discussed with us before your booking is confirmed.

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Wedding Collection & Pack Down

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Where agreed as part of your booking, we can return to the venue after your event to collect and pack down our décor.

Collection times will be agreed in advance and may need to take place later on the wedding day, the following day or at another agreed time depending on the venue's requirements and availability.

Collection and pack-down charges are separate from standard product delivery unless specifically included within your quotation.

Our wedding pack-down service can include carefully removing and packing décor, gathering agreed items and liaising with the venue regarding clear-down requirements.

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Venue Access & Responsibilities

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For wedding and event deliveries, the customer is responsible for providing accurate venue details and ensuring that the venue is aware of and permits the agreed delivery, setup and collection arrangements.

Please provide us with:

• The full venue address

• A suitable contact at the venue where applicable

• Agreed access and setup times

• Any parking or access restrictions

• Any venue-specific rules relating to décor or balloons

• Details of stairs, restricted access or other logistical considerations that may affect installation

If access arrangements change after your booking has been confirmed, please let us know as soon as possible.

Additional charges may apply where significant changes to the agreed arrangements result in additional travel, waiting time, labour or return visits.

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3. Delivery Dates for Weddings & Events

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We understand that wedding and event orders are time-sensitive.

For this reason, your required delivery and/or setup date will be agreed as part of your booking rather than relying on standard courier delivery times.

We recommend booking wedding and event décor as early as possible, particularly for peak wedding season.

A delivery date or setup time is not considered confirmed until it has been agreed with Poppy Eleanor.

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4. Courier Delays & Lost Parcels

 

For standard shop orders sent by courier, once an order has been dispatched it is in the care of the courier.

While we cannot be responsible for delays caused by the courier, we will always do our best to assist and investigate where necessary.

If your parcel has not arrived within the expected timeframe, please contact us so that we can look into this for you.

Please ensure that your delivery address and contact details are correct when placing your order. We cannot accept responsibility for delays or delivery issues caused by incorrect or incomplete information supplied by the customer.

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5. Damaged Items

 

We take great care when preparing and packaging your order.

If a shop order arrives damaged, please contact us within 48 hours of delivery and provide clear photographs of the item and its packaging.

We will assess the issue and work with you to find an appropriate resolution.

For wedding and event installations delivered and installed by Poppy Eleanor, please notify us as soon as possible if you believe there is an issue with the décor so that we can address it promptly.

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6. Weather & Outdoor Wedding/Event Installations

 

For outdoor balloon displays and other décor, weather conditions may affect whether an installation can safely go ahead.

Strong winds, rain, extreme temperatures or other adverse conditions may affect the suitability or safety of certain displays.

Where weather conditions create a safety concern, we reserve the right to adapt, relocate or decline an outdoor installation where necessary.

We will always discuss any significant concerns with you and, where possible, work with you and the venue to find a suitable alternative.

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7. International Orders

 

We currently primarily provide delivery within the United Kingdom.

If you are based outside the UK and would like to place an order, please contact us before purchasing so that we can discuss whether delivery is possible and provide an appropriate quotation.

 

8. Contact Us

 

If you have any questions about delivery, wedding setup, collection or your order, please get in touch.

 

Email: chloe@poppyeleanor.co.uk
Phone: 07916 563 656

Poppy Eleanor
Hampshire, UK

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Last updated: August 2026