Forever Friends - the Official Online Store
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Terms & Conditions


Our Contact Details
Opening Times
Product Information
Ordering / Payment
Worldwide Shipping
Courier Services
Returns Products
Faulty or Damaged Product
Our Liability


Our aim is that you enjoy using our website and that you can place orders with Forever Friends Online via our website, or by calling our customer service team on 01268 288691 and these are referred to as the "Services".

The Terms & Conditions contained in this document ("Terms & Conditions") apply to purchases made using these Services.

By using the services you are indicating your acceptance to be bound by these Terms & Conditions. They form a legal agreement between you and us and can only be amended with our consent. Any purchases you make are subject to these Terms & Conditions.

We reserve the right to change these Terms & Conditions from time to time without prior notice, provided that any such change will not affect any purchases you have made before the change is implemented. Your continued use of the Services shall signify your acceptance to be bound by the latest Terms & Conditions. Our most up to date Terms & Conditions are available at

We may use any information you provide in accordance with our privacy policy which be viewed at

Our Contact Details

Forever Friends Online
2 Wickham Business Park
Honywood Road
SS14 3EQ
Tel 01268 288691

Opening Times

We are currently open between 9am and 5pm, Monday to Friday. Any email enquiries will be answered within 24 working hours.

Product Information

We have taken reasonable steps to display as accurately as possible the colours and other detailing relating to our products. We cannot guarantee that the equipment you use to view the products will accurately reflect the colour of or detailing on the product delivered to you.

All products are subject to availability. In the unlikely event of supply difficulties, Forever Friends Online reserve the right to substitute any product with any other type of equal quality and value. Please note the colour and shape of substituted item(s) may vary to that shown when ordering.

If for any reason we unable to dispatch your order a full refund will be given for the amount paid in GBP. Forever Friends Online cannot be held liable for any consequences or costs further than that of the full amount paid for the items.

Please note that occasionally products may vary slightly from the image shown online due to Manufacterer updates or redesigns

Any information regarding sizing of products is included as a guide only.

Ordering / Payment

This site has been designed to make ordering as easy and convenient as possible. Orders can be placed via our website 24/7 365 days a year.

For details on how to place an order with Forever Friends Online you should refer to the relevant information at You will have an opportunity to view your order and make any amendments to it up until the point at which you submit your order.

All orders placed by you are an offer made by you and are subject to acceptance by us. We may choose not to accept your order for any reason and will not be liable to you or to anyone else in those circumstances. We also reserve the right to close your account for any reason and will not be liable to you or anyone else in those circumstances.

Acceptance of your order and the forming of a contract between us will take place when we despatch the products ordered to you, unless we have notified you that we do not accept your order or you have cancelled it in accordance with our below terms and conditions.

Please ensure that the full address including the postcode of the recipient is entered when ordering. We will not be held responsible for items that are not delivered due to incorrect details. No change can be made to the delivery address once the order has been dispatched.

Where delivery charges are displayed on screen, these are standard UK mainland delivery charges only (unless otherwise specified).

We will only despatch products ordered by you once payment has been authorised. If you are paying by cheque, your order will not be despatched until your cheque has arrived and has been cleared.

Forever Friends Online uses Sage pay for online credit/debit card transactions. Sage pay is the most popular online payment system in the UK. All payment information is transmitted in secure mode and is encrypted using the highest levels of online security encryption available. We do not accept cash. Further information on payment methods are available at


Items purchased using our standard delivery will be sent via Royal Mail. Please allow 1-3 working days for delivery. In the case of a delivery delay by Royal Mail please note that no action can be taken until 14 days from the dispatch date. If delivery has still not been made after this time either a replacement or refund will be given. Orders for Non Personalised items placed before 3pm Monday to Friday using our standard delivery will be dispatched the same day subject to availability. As orders using our standard delivery are sent via Royal Mail Royal Mail we cannot deliver on Sunday or Bank Holidays. Deliveries can take place up to 6pm Monday to Friday and up to 1pm on Saturday. We are unable to deliver any gifts on the same day as ordering.

Once delivered, the products ordered will become your property (provided they have been paid for in full) and your responsibility. Risk for loss and damage to products passes to you on delivery.

For postage costs please see Click Here

Worldwide Shipping

Worldwide shipping is available on almost all items at Forever Friends Online. Overseas orders can be placed through our website for delivery to any country in the world, except South Africa.

Items purchased for overseas delivery will be sent via Royal Mail’s International signed for service or an DPD Local tracked service. Please allow 7-14 working days for delivery.

All Overseas Delivery Charges are based on weight and are calculated during the checkout process.

We endeavour to make sure all delivery timescales are met but occasionally incidents out of our control such as weather or courier problems can cause delays - in such cases we will try our utmost to make the above timescales, but delays can occur.

Products ordered for delivery outside the United Kingdom may be subject to import duties and taxes; you will be responsible for these. We have no control over such charges and cannot advise you as to what any such charges may be. Your local customs office should be able to assist. For deliveries outside the United Kingdom you will be considered to be the importer and it is your responsibility to comply with all laws and regulations of the country to which the products are to be delivered. Cross-border deliveries may be opened and inspected by customs authorities.

We are not liable for delays to deliveries which are outside our control.

Courier Services

Orders for products delivered via courier services and received before 3pm Monday to Thursday can be despatched the same day for next day delivery almost anywhere in mainland UK subject to availability. Orders placed after 3pm will be despatched the next working day for next day delivery almost anywhere in mainland UK subject to availability. There are no deliveries on Bank Holidays. We will process orders received on s or Public Holidays the next working day.

Saturday AM Delivery and Saturday Delivery options are available for orders placed before 3pm on Friday.

In the case of delivery to certain locations, where a third party is involved, such as offices, hospitals, funeral directors, airports, hotels, ships and other business locations, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to your chosen recipient. We recommend that orders to such locations be requested for delivery on a weekday and not Saturday or Sunday.

Please note that where the carrier is unable to find someone to accept delivery, or unable to leave the delivery in a secure location, they will leave a card at the address for the recipient to make contact and re-arrange delivery. If the recipient fails to make contact in good time we reserve the right to charge for re-delivery to that or an alternative address.

Please be aware that the carrier will deliver the goods to the address provided in good faith and we cannot accept responsibility if the intended recipient is no longer at that address and the receiver refuses or fails to return the items(s).

No refunds will be given for late deliveries. Any dates quoted for delivery of orders are approximate only and Forever Friends Online shall not be liable for any delay in delivery however caused.

Returning Products

If for you are not completely satisfied with your purchase, you may return it within 30 days of receipt in its original resalable condition for an exchange or refund for the full product price.

Please note this policy excludes balloon bouquets, gift wrapping or personalised products as these are perishable goods and exempt from this legislation.

Forever Friends Online are not responsible for balloon orders where the recipient refuses to accept the item. We will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.

Please note, all returns costs are payable by the sender.

If you wish to exchange or return an item please download and complete our returns form which can be found below:

Click Here to download a returns form

Faulty or Damaged Products

We will refund the purchase price together with the delivery charge for any product which is delivered in a damaged or faulty condition.

If balloons are disposed of without photographic evidence any remedy will be discretionary.

Alternatively, and at our discretion, Forever Friends Online will replace the product with the same, or a similar, product (subject to stock availability). Please follow the returns procedure enclosed with the product. Please obtain, and retain proof of return to us and allow 21 days from our receipt of your product for your refund to be processed or a replacement product to be despatched.

We reserve the right to refuse to issue a refund/replacement product and to recover the cost of the return delivery from you in the event that the product is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is as a result of normal wear and tear. We do ask that we are advised of damaged or faulty products as soon as possible and that they are returned to us promptly.

For further information as to how to return faulty or damaged products, please see our returns policy at

Nothing in this section or elsewhere in these Terms & Conditions or in our returns policy affects your statutory legal rights.


All prices are in pounds (£) sterling, inclusive of UK VAT (where applicable) and are correct at the time of publishing. Prices do, however, exclude delivery charges.

Delivery charges, where applicable, are clearly displayed when you view the products you have selected within your basket. Delivery charges will be added to the total amount due once you have selected a delivery service, upon which they are automatically calculated and added to your order.

In the unlikely event that the price of a product has been incorrectly advertised, we will contact you to ask whether you wish to proceed with the order at the correct price. If you are not happy to proceed, or we are unable to obtain your instructions, we will cancel the order. We will not be obliged to supply products at the incorrect price.

We reserve the right to change prices to meet future changes in VAT legislation.

Our Liability

We will not be liable to you where performance of any of our obligations is prevented or restricted by any circumstance or cause beyond our reasonable control.

You are responsible for the use you make of the products you order. To the extent not prohibited by law, we accept no liability for any loss which is not reasonably foreseeable or for any business loss (which includes but is not limited to loss of profits, contracts, goodwill, opportunity and other similar losses).

We accept liability for death or personal injury caused by our negligence that cannot, under English law, be excluded.

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Customer Services

Need help or advice?

Call us: 01268 288691

Mon - Fri 9am - 5pm

The Forever Friends Online Store is one stop shop for all things Forever Friends.

Stocking everything from plush, gifts, cards and accessories right down to offering a personalised Forever Friends Bear
for that extra special message to a loved one.