GENERAL FAQ

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 party shop.

We are open 

Monday By Appointment Only
Tuesday By Appointment Only
Wednesday 10:00am to 3:00pm
Thursday 10:00am to 3:00pm
Friday 10:00am to 3:00pm 
Saturday 9:00am to 1:00pm
Sunday By Appointment Only

 
Need to pick up a balloon order outside of shop hours? We can arrange that!
Pop on in, or shoot us an email and we will do our best to make that happen for your special occasion. 


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. 

 

I love all your themed kits but I can't seem to find anything that fits what I am looking for.  Do you do custom orders?

We sure do!  In fact, we are sure to find something that fits everyone's needs.  Check out our Event Services page for more information. 

 

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!

 

I'm looking to place a very large order. Do you offer discounts for large quantity purchases and special events?

We would love to accommodate your whopper of an order! Email us at hello@palmandpine.com.au  and let us know what you have in mind.

 


 

RETURN POLICY

Not 100% satisfied with the purchase?

No problem- we want you to love your stuff! Unopened items that have not been damaged or used can be returned within 14 days from the date of purchase. In order to complete your return, please contact a customer service representative at hello@palmandpine.com.au. We will respond to within 1 business day.  Please include in the email:

Your name

Order number

Items you wish to return, and

The reason for the return.

 

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 hello@palmandpine.com.au 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 hello@palmandpine.com.au and tell us about your situation. We'll do our best to help you out!

 


 

SHIPPING INQUIRIES 

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

We want to get the party started right away! We process all on days we are open. Please see hours above. If you need something right away, please send us an email and we will work with you to get you your items sooner. 

 

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 hello@palmandpine.com.au 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.