Customer Care – Palm & Pine


Where are you located?

We are located at 67 Parry Street, Newcastle West, NSW 2302. We encourage you to grab a coffee from one of our fabulous neighbours while you check out our shop.

Due to COVID-19, we have changed our hours. We are open: 

Monday By Appointment
Tuesday By Appointment
Wednesday 9:00am to 2:30pm
Thursday 9:00am to 2:30pm
Friday 9:00am to 2:30pm
Saturday 9:00am to 1:00pm
Sunday By Appointment

Need to pick up a balloon order outside of shop hours? We will endeavour to assist! Please fill out our balloon inquiry form and we will reply to you within 3 business days.


Can I order balloons for same day pick up? 

Yes. Please come into the shop or call 02 8328 0378 to place an order for same day pick up. We cannot accommodate orders placed online for same day pick up. Personsalised balloons booked same day will incur a rush fee and are not always available.  


Are the balloons listed on your website the helium filled price? 


Yes. The balloons listed that include "Helium Filled" for pickup and delivery are the helium filled price.


Do you offer balloon delivery? 
We are a very small business with a small staff size. Minimum charges and advanced notice will apply for deliveries should we be able to accommodate your request. 


I have cancelled my party, can I cancel my balloons? 
The moment your order is placed our team begins preparing your unique order. Therefore, balloon cancellations with more than 72hrs of notice (prior to scheduled pick up) will result in a 50% refund or 100% store credit to be used toward a future purchase. Cancellations of balloons within under 72 hours notice will not be refunded. 

I really love THIS PRODUCT but it's not in stock. What can I do? 

There's a good chance if you see something out of stock it's going to be restocked soon. Some items have super quick turnarounds (we are talkin' lightning speeds of 24hrs!) Drop us an email and/or sign up to receive email notifications about a product, when it's in stock we will let you know right away. 


Where do all your products come from?

We carefully select the best and most appropriate products from all over the world. From across the USA, Europe, Asia and here in Australia, our products are truly a mix of only the world's best party supplies.


I want to send a gift. Can you make it extra special?

Absolutely- let us know what you have in mind! We can add a card with a personalized message, or even gift wrap your items!


Do you offer sales or discounts?

We love throwing parties, and sales are basically parties for our awesome customers! Follow us on Instagram and Facebook @palmandpinepartyco to be in the know about all things Palm & Pine. Also, be sure to sign up for our email mailing list to get direct notifications of our next event or promotion!




Not 100% satisfied with the purchase?

At Palm & Pine we want you to love your pieces as much as we do! We do allow returns for store credit or exchange only, within 14 days of receipt. If wishing to exchange or return for store credit please contact the shop at with your name, order number, and the item(s) you wish to return. In turn, we will provide you with an authorization code which should be included with your return.

The following items are NOT eligible for exchange or store credit: beauty and personal hygiene products, balloons, and balloon services, food items, sale items, or items purchased at warehouse sales or pop-up shops, gift cards, or any items where there packaging and/or seal has been broken or opened. 

Please be aware that return shipping costs are the responsibility of the customer, and original shipping costs will not be refunded. All returned items must be shipped back in their original packaging and packed within a cardboard box. Sorry, but we will not accept returns on merchandise received without an authorization code. 


Received an incorrect or damaged item?

Oh no- we can help! Incorrect or damaged orders must be reported within three days from the date the package was received. Email us at with the details of your order, and we will do our best to figure it out! For a damaged item, please include a photo of the damage to speed up the claims process. 

If you do not see the answer to your question above, please email us at and tell us about your situation. We'll do our best to help you out!




I need to party soon! How quickly will my order be shipped?

We want to get the party started right away! We endeavour to mail out items within 24 to 48 hours after we receive your order.  If you need something right away, please send us an email and we will work with you to get you your items sooner. 

Please note that during promotions and sales orders may take longer to ship. Please leave us a note with your order, or email us prior to placing your order if you are under tight deadlines. Express shipping does not mean your order will be dispatched faster, only that it will be express posted. 

My item says "COMING SOON" but I can buy it today, when will it ship?

Your item, along with any other items purchased at the same time, will ship as soon as that entire order is available. Meaning if one item is available today, and the other in a few weeks, we will hold your in stock item until we can ship both together. If you would like it to ship separately, please let us know. Additional shipping charges will apply for separately shipped items.  

Do you ship internationally?

Absolutely!! Let’s spread this bash across the world!

We cannot be responsible for any international custom and duty fees, taxes, or brokerage fees assessed by the carrier. These fees are in addition to, and not included in, the cost of shipping. We are obligated to declare all items as merchandise, and will not mark items as "gift". We cannot be liable for any delays due to packages held at customs.

Standard shipping to the United States can take up to 15 business days in some cases, so if you have a specific event you need the supplies for please email us and we can get you a quote on expedited shipping. 


I forgot something! Can I change, cancel, or add to my order?

Email us at and we'll see what we can do! If you order has not shipped we should be able to make these alterations, but be quick –usually cannot make alterations to an order after it is placed.


My package tracking says "delivered", but it never arrived. What should I do?

Sometimes, local carriers will list packages as delivered when they arrive in the local facility, in which case, it may take two more days for the package to arrive. Contact the carrier to confirm the package is not being held, and search the premises to see if your package could have been left somewhere on your property.

In the unlikely event your package was lost or stolen in transit, we are not liable, and cannot be held responsible for missing packages which have been delivered by the carrier.


I live in Newcastle, and I need party stuff RIGHT NOW! Can I pick it up in person?

Of course! Orders are available for pickup at our shop in Newcastle West the day you order (check our shop hours for times). We understand the need to party immediately!

You will still be required to enter your shipping address at checkout, please note we will NOT ship to you if you select this option. It's just the way the system works. 

Just think, if your billing address is the same, you don't need to enter it later.