Terms & Conditions

Last updated: August 2026

These Terms & Conditions apply to purchases made from Poppy Eleanor and to bookings for our wedding and event services.

By placing an order, making a booking or using our services, you agree to these Terms & Conditions.

Nothing in these Terms & Conditions affects your statutory rights under UK consumer law.

ABOUT POPPY ELEANOR

Poppy Eleanor is a private limited company registered in England and Wales.

We provide personalised products, balloon displays, wedding and event décor, signage and related styling services.

PRODUCTS

Many of our products are made to order and may be personalised specifically for each customer.

Due to the handmade and bespoke nature of our products, minor variations in colour, finish, texture, size or layout may occur.

Where a product is handmade or created using natural or variable materials, these variations will not necessarily constitute a fault.

We will always aim to ensure that products are as described and meet the agreed specifications.

PERSONALISATION & PROOFS

It is the customer's responsibility to ensure that all personalisation details provided to Poppy Eleanor are correct, including names, spelling, dates, wording, colours and other requested details.

Where applicable:

A digital proof will be provided for approval.
Production will begin once approval has been received.
The customer is responsible for carefully checking the proof before approving it.

Once a proof has been approved, we are not responsible for errors that were included in the approved design or information supplied incorrectly by the customer.

If an error has been made by Poppy Eleanor or the finished product does not match the approved proof, please contact us and we will work with you to resolve the issue.

ORDERS & PAYMENT

For shop orders, payment must be made in full at the time of purchase unless otherwise stated.

For wedding and event services, a 25% booking payment is required to secure the agreed date.

Your wedding or event date will only be considered confirmed once the booking payment has been received and your booking confirmation has been issued.

The remaining balance will be due by the date stated in your quotation or booking confirmation.

We reserve the right to decline an order or booking where we are unable to fulfil the requested requirements, where the requested product or service is unavailable, or where there is another legitimate reason that means we cannot reasonably fulfil the order.

If we are unable to accept an order that you have already paid for, we will provide an appropriate refund.

WEDDING & EVENT QUOTATIONS

Wedding and event services are bespoke and are quoted according to the requirements of each individual booking.

Your quotation may include details such as:

The products and services included
The event date
Venue
Delivery
Setup and installation
Pack-down and collection
Travel charges
Additional services
Total price
Payment schedule
Any specific requirements or exclusions

A quotation does not constitute a confirmed booking until the required booking payment has been received and the booking has been confirmed by Poppy Eleanor.

Unless otherwise stated, quotations are valid for the period specified on the quotation.

WEDDING & EVENT SERVICES

Wedding and event services may include balloon installations, signage, backdrops, venue styling, delivery, setup, pack-down and collection.

We will provide the services described in your agreed quotation with reasonable care and skill.

Specific setup, delivery and collection arrangements will be agreed with you and/or the relevant venue in advance.

Where venue access, parking, loading, setup times or other logistical arrangements affect the service, you are responsible for providing accurate information to us and ensuring that the venue is aware of and permits the agreed arrangements.

DELIVERY, SETUP & COLLECTION

Delivery arrangements for shop orders are covered in our Shipping & Delivery Policy.

Wedding and event delivery, setup and collection arrangements will be set out in your individual quotation or booking confirmation.

Our standard wedding and event delivery area is approximately 20 miles and/or 1 hour's travel from Hook, Hampshire.

Where a venue is outside our standard delivery area, an additional travel charge may apply. This will be agreed with you before your booking is confirmed.

Where setup or installation is included, we will agree an appropriate arrival and setup time with you and/or the venue.

Where pack-down or collection is included, the collection arrangements will also be agreed in advance.

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

PRODUCTION TIMES

For shop orders:

Digital proofs are generally provided within 48 hours, Monday to Friday, where a proof is required.
Production generally takes approximately 3–5 working days after approval.

These are estimated production times and may vary during busy periods or for more complex or bespoke designs.

If you require an item by a specific date, please contact us before placing your order so that we can confirm whether we can accommodate your requested deadline.

Wedding and event production and setup times will be agreed as part of your individual booking.

SHIPPING & DELIVERY

Please refer to our Shipping & Delivery Policy for full details regarding:

Standard shop delivery
Courier delivery
Delivery charges
Wedding and event delivery
Setup and installation
Pack-down and collection
Delivery areas
Venue access
Weather-related considerations

Once a shop order has been dispatched, delivery is carried out by the relevant courier.

We will do our best to assist with courier delays or delivery issues, but courier timescales may be outside our direct control.

WEATHER & OUTDOOR INSTALLATIONS

Outdoor balloon displays and event installations may be affected by weather conditions.

Strong winds, heavy rain, extreme temperatures or other adverse weather may make an installation unsuitable or unsafe.

Where weather conditions create a genuine safety concern, we may need to adapt, relocate or postpone an outdoor installation.

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

RETURNS, REFUNDS & CANCELLATIONS

Our full refund and cancellation arrangements are set out in our Refund & Cancellation Policy.

Personalised and bespoke products are generally not eligible for cancellation due to a change of mind because they are made specifically to your requirements.

Standard, non-personalised products purchased online may be subject to statutory cancellation rights.

Nothing in our Refund & Cancellation Policy or these Terms & Conditions affects your statutory rights.

ORDER CANCELLATIONS

For personalised and bespoke shop orders, we ask that you contact us within 12 hours of placing your order if you wish to request a cancellation or amendment.

After this time, work may have started or materials may have been purchased specifically for your order.

Where production has not started, we will always try to accommodate a reasonable cancellation or amendment where possible.

For standard, non-personalised products, statutory cancellation rights may apply in addition to our 12-hour cancellation window.

Please refer to our Refund & Cancellation Policy for full details.

WEDDING & EVENT CANCELLATIONS

Wedding and event bookings are made for specific dates and may involve advance planning, preparation, purchasing materials and reserving time specifically for your event.

Cancellation terms will therefore be set out in your quotation, booking confirmation or booking agreement.

If you cancel your booking, we may retain some or all of the 25% booking payment where this is reasonably necessary to cover costs and losses incurred as a direct result of the cancellation.

This may include work already undertaken, materials purchased specifically for your event, bespoke items already produced, non-refundable costs incurred on your behalf and reasonable loss resulting from reserving your date.

Any amount retained will be considered in the circumstances of the individual cancellation and will not be intended to act as a penalty.

We will take reasonable steps to reduce our losses where possible, including reusing materials or rebooking the date where reasonably possible.

The remaining balance will be due by the date stated in your quotation or booking confirmation.

Our cancellation terms are intended to be fair, transparent and proportionate. The CMA's current guidance states that cancellation charges and retained deposits should not create an unfair imbalance or operate as disproportionate penalties.

WEDDING & EVENT CHANGES

If you need to make changes to your wedding or event after booking, please contact us as soon as possible.

We will do our best to accommodate reasonable changes, subject to availability, the stage of preparation and any additional costs involved.

Changes to the:

Event date
Venue
Guest numbers
Décor
Installation requirements
Delivery arrangements
Setup or collection arrangements

may affect the agreed price.

Any additional charges will be discussed and agreed before the change is confirmed.

CANCELLATION BY POPPY ELEANOR

We will only cancel a confirmed booking where there is a valid reason why we cannot reasonably provide the agreed product or service.

This may include circumstances outside our reasonable control that make it impossible or unsafe to fulfil the booking.

If we need to cancel your booking and you are not at fault, we will contact you as soon as reasonably possible.

Where we are unable to provide services for which you have paid, we will provide an appropriate refund in accordance with your statutory rights.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

Products supplied by Poppy Eleanor must meet applicable statutory requirements, including being as described, of satisfactory quality and fit for purpose.

If you believe your item is faulty, damaged, incorrect or does not match the agreed specification, please contact us as soon as possible.

Where possible, please provide:

Your order number
A description of the issue
Photographs of the item
Photographs of the packaging where relevant

The 48-hour period mentioned in our Refund & Cancellation Policy is intended to help us investigate damage promptly and does not limit your statutory rights.

Depending on the circumstances, we may offer a repair, replacement, refund or another appropriate resolution.

NON-DELIVERY

If your order does not arrive within the expected delivery timeframe, please contact us.

We will investigate the matter with the relevant courier where applicable and work with you to reach an appropriate resolution.

Your statutory rights are not affected by any courier delays.

INTELLECTUAL PROPERTY

All designs, photographs, graphics, logos, written content and other intellectual property displayed on the Poppy Eleanor website or created by Poppy Eleanor remain the property of Poppy Eleanor or the relevant rights holder unless otherwise stated.

You may not copy, reproduce, distribute, modify or use our designs, photographs, branding or other content for commercial purposes without our prior written permission.

Where we create a bespoke design specifically for your order, ownership of the underlying design and intellectual property remains with Poppy Eleanor unless otherwise agreed in writing.

PHOTOGRAPHY & MARKETING

We may photograph our balloon displays, wedding styling, signage and event installations for use in our portfolio, website and social media.

We will take reasonable care to avoid unnecessarily including identifiable personal information.

Where identifiable photographs of customers or guests are intended to be used for promotional purposes, we will seek permission where appropriate.

If you have concerns about an image being used by Poppy Eleanor, please contact us.

LIABILITY

Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited.

This includes your statutory rights relating to faulty goods, goods that are not as described and services that are not provided with reasonable care and skill.

We are not responsible for losses or delays caused by circumstances genuinely outside our reasonable control, although we will take reasonable steps to communicate with you and minimise the impact where possible.

Examples may include:

Severe weather
Natural events
Changes to venue access outside our control
Courier delays
Transport disruption
Government restrictions
Venue closure
Other circumstances that could not reasonably have been anticipated or prevented

This does not affect your statutory rights.

EVENTS & VENUE REQUIREMENTS

For wedding and event services, you are responsible for providing accurate information about the venue and ensuring that the venue permits the agreed installation, delivery and collection arrangements.

You should inform us before booking about any relevant:

Access restrictions
Parking restrictions
Stairs or difficult access
Loading restrictions
Setup time restrictions
Venue décor restrictions
Health and safety requirements
Other venue-specific requirements

If we are not provided with accurate information that materially affects our ability to deliver the agreed service, additional costs may arise where extra travel, labour, waiting time or return visits are required.

Any such additional charges will be discussed with you where reasonably possible.

PRIVACY

Your personal information is handled in accordance with our Privacy Policy.

We may collect and use personal information to process orders, provide quotations, deliver products, coordinate wedding and event services, arrange venue access, process payments, provide customer support and comply with our legal obligations.

Please refer to our Privacy Policy for full details of how we collect, use, store and protect personal information.

ACCESSIBILITY

We aim to make our website as accessible and easy to use as reasonably practicable.

We aim to follow recognised accessibility best practices, including the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA where reasonably practicable.

We do not currently claim that every part of our website is fully compliant with WCAG 2.2 Level AA.

If you experience difficulty accessing information on our website or using our services, please contact us and we will do our best to provide an appropriate alternative or assistance where reasonably possible.

Please refer to our Accessibility Statement for further information.

THIRD-PARTY SERVICES

We may use third-party providers to support our business, including website, payment, delivery, technology and other service providers.

Third-party services may have their own terms and privacy policies.

Where a third-party service is required to fulfil your order or booking, we will use it only as reasonably necessary for the relevant purpose.

WEBSITE CONTENT

We aim to ensure that the information on our website is accurate and up to date.

However, product availability, pricing, photographs and other information may occasionally change.

We reserve the right to correct genuine errors or inaccuracies.

Where you have already placed an order or confirmed a booking, we will not use a website update to retrospectively change an agreed price or material term of your contract without your agreement, except where permitted by law.

FORCE MAJEURE

We will not be responsible for a failure or delay in providing a product or service where this is caused by circumstances outside our reasonable control.

This may include severe weather, natural disasters, serious illness, transport disruption, venue closure, government restrictions, fire, flood, power failure or other circumstances that could not reasonably have been anticipated or prevented.

Where such circumstances affect your booking, we will communicate with you as soon as reasonably possible and work with you to find a reasonable solution.

Nothing in this section removes or limits any statutory rights that apply.

CHANGES TO THESE TERMS

We may update these Terms & Conditions from time to time to reflect changes to our business, products, services or legal requirements.

The latest version will be published on this page.

Changes will not retrospectively alter the terms of an order or booking that has already been confirmed, unless we agree otherwise with you or a change is required by law.

GOVERNING LAW

These Terms & Conditions are governed by the laws of England and Wales.

If you are a consumer, you will also benefit from any mandatory consumer protection rights that apply to you under the law.

Nothing in these Terms & Conditions prevents you from exercising your statutory rights.

CONTACT US

If you have any questions regarding these Terms & Conditions, an order or a wedding or event booking, please contact:

Poppy Eleanor

Email: chloe@poppyeleanor.co.uk