FAQ

Details on shipping, payment and returns.

What if I need to modify my order?

Please note that we can help you modify your order before shipment. Get in touch with us with in 12 hours of order.  

It includes changing the color of an item, replacing it with another same priced item, changing the shipping address. 

In the event you’d like to add items to an existing order, please place an additional order. This is because we do not save credit card information and cannot make changes once the order has been placed. We also cannot remove items from your existing order after it is placed.

Once your package shipped, we will not be able to change anything.

What if I need to change my shipping address?

Please get in touch with us in 12 hours after you placed your order. And we will manually change the shipping address.

How fast is my order packed and shipped?

%99 of the time we get your order packed and shipped in 24 hours. But we declare our prep time as 3 business days. So you can expect your order to be shipped in maximum 3 business days. We let you know if there might be any delays due to stock/order amount.

How fast is my custom print order is printed, packed and shipped?

We generally process custom printing orders and get them ready and shipped in 48 hours unless it doesn’t require special design approval from our customers.

What are my shipping options and what are the transit times?

We use different shipment services and these services change depending on the country you live. Generally, you have two options:

  • UPS Express Saver
  • TNT Economy Express and TNT Express

Depending on the shipment address, you will see the prices of these services on the check-out page which varies depending on the order volume. Some Express services might not be available in some countries. 

Regarding of the transit times:

  • UPS Express Saver:
    • USA / Canada: 3-8 days
    • Europe: 2-7 days
    • UK: 3-7 days
  • TNT Express:
    • USA / Canada: 3-8 days
    • Europe: 2-7 days
    • UK: 3-7 days
  • TNT Economy Express:
    • USA / Canada: 5-12 days
    • Europe: 3-7 days
    • UK: 3-7 days
    • North Africa / Qatar: 7-15 days.

There might be a few days delay due to Covid19 in some countries since the local shipping agencies are overhauled by the increased internet shopping.

As Kalisan, we can’t guarantee the delivery times as they are not under our control. 

What are the payment options and how secure are they?

We only accept major credit cards at the moment as a payment method. Payment services such as Paypal, Apple Pay, Google Pay are not supported at the moment. 

In order to always guarantee the best level of security to our customers, the banking information entered in the check-out page is automatically encrypted. We use 256-bit SSL encryption through out the whole website and we use 3D Secure payment system facilitated by VISA and MasterCard. We never store your credit card information.

3D Secure protocol which aims to ensure, during each online payment, that the card is used by its real owner. The application of 3D Secure is effective when the bank of the credit card holder is equipped, therefore an additional step takes place at the time of payment such as confirmation by SMS/phone. 

VAT, Customs and import taxes

We ship all the items from Turkey. All of the prices on our website is without VAT and without TAX. So, there might be extra customs and import taxes that you may need to pay when the shipment arrives to you. We are not  responsible for any delays due to customs.

We will offer “duties and taxes paid delivery” option very soon, which you can prepay all the taxes that may apply to your order depending on the country you want your order to be shipped.

For our UK Customers: Orders below 135GBP will have %20 VAT which is collected by the UPS at the time of delivery. Orders over 135GBP will have %20 VAT + customs duties (which is another %20) which is again collected by UPS at the time of delivery. So, if the order is over 135GBP, you might need to pay TAX which amounts %40. This new regulations are implemented after January 2021 as a result of Brexit process and this custom duties and TAX is not related with Kalisanballoons. 

Returns, Exchanges and Cancellations

We gladly accept returns, exchanges, and cancellations.

Contact us within: 14 days of delivery. 
Ship items back within: 30 days of delivery
Request a cancellation within: 12 hours of purchase

Items that can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, we can’t accept returns for:

Custom printed latex balloons and customized foil balloons.

Refund Policy

We offer refund and/or exchange within the first 30 days of your purchase, if 30 days have passed since your purchase, you will not be offered a refund and/or exchange of any kind.

Eligibility for Refunds and Exchanges

  • Your item must be unused and in the same condition that you received it.

  • The item must be in the original packaging.

  • Only regular priced items may be refunded, sale items cannot be refunded.

  • If the item in question was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.

Exempt Goods

The following are exempt from refunds:

  • Custom printed balloons and customized foil balloons 

Partial refunds are granted

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

  • Any item that is returned more than 30 days after delivery.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

  • If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

  • If you have done all of this and you still have not received your refund yet, please contact us.

Shipping

  • You will be responsible for paying for your own shipping costs for returning your item.

  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

  • Please see, we can not guarantee that we will receive your returned item.

Damaged or faulty items

If the products that you received are faulty or damaged, please contact us with photos and we will send you replacements asap at no cost. 

If you are our regular customer, we can send a replacement for the damaged item in your next shipment. Just get in touch with us and we will help you to resolve the issue.

Still have a question?

Please contact us for more information.

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