Terms and Conditions
Welcome to JoyAvenue SG. Should you continue to browse and purchase from us, you indicate your acceptance of the following terms and conditions of use. Users should remove themselves from the Site if they do not wish to comply with these terms and conditions. The term JoyAvenue, “us” or “we” refers to the owner of the website and company with UEN number 53369323C.
JoyAvenue reserves the right to revise, amend, withdraw or make changes to these terms and conditions, and policies, in part or in whole at any time with or without prior notice to its users. All such revisions, amendments, withdrawals or changes shall be automatically, or immediately effective once they are posted on the Site.
All prices are nett and in Singapore Dollars. We do not charge Goods and Service Tax (GST). Should you wish to place an order with us, you can do so by adding the item(s) in to the cart and proceed to our secure checkout area. Please ensure that you have entered the correct details before making payment. We accept the following payment options:
- OCBC 565-213667-001
- PayNow 9838 6997
- Credit card or debit card payment via the website
If you made payment via the first two options, please email ([email protected]), WhatsApp or text (+65 9838 6997) us with your invoice number, transaction number or screenshot of payment confirmation. Your online order is only confirmed when payment is received and acknowledged with an email titled “Order Confirmation”. The email titled “Thanks for shopping with us” is just an acknowledgement of your order. We reserve the right to decline your order we will contact you if we are unable to fulfil your order. We also reserve the right to adjust prices at any time at our sole discretion and not bound to fulfil any orders at past prices. If you wish to amend or cancel your order, please do so 48 hours before delivery/collection timing. We, however, reserve the right to reject the request if your order is already processing or if we specially purchased/sourced an item to complete your order. In the event that the item is out of stock, we will contact you to arrange a backorder or refund. Although we do take in orders via email, text message, WhatsApp, Facebook message and Instagram direct messaging, customers are encouraged to order via the website. We, however, do not take in orders via phone calls as we would like to maintain a record of conversations to aid us in processing your orders.
- Order Specifics
Mock-up (+$5) is a digital preview of the design before it is processed. Orders with mock-up have to be made 3 days in advance. Mock-up is sent via WhatsApp or email 24-48 hours before your selected delivery or collection date and time slot. It will only include the design and not the colour(s) of the balloon. One minor change is allowed for mock-up (eg. placement and size). Therefore if you have a specific design in mind, please let us know at least 48 hours before your selected delivery or collection date and time slot. You can let us know if you see a design you like on JOYAVENUE’s Instagram or website, let us know via WhatsApp or email and we will follow accordingly. In this case. if you are comfortable, you would not need a mock-up. However, please take note that there might be slight differences due to length or size of text. You will be able to choose colours. If a drop down list is available, simply select your preferred colour. If there is a text box, key in your preferred colours. Be as specific as possible (eg. dark pink) or we will choose the best matching combination with the information provided. In the event that you have specific colours you want, please let us know at least 48 hours before your selected delivery or collection date and time slot. For same day orders, let us know immediately after order is placed. Colours strictly cannot be changed once the order has been processed.
- Shipping and Delivery
Delivery of gifts, flowers and/or hampers is charged at $10 per trip and $15 for Sentosa. Please enter the correct details while making your order to ensure a smooth delivery. Delivery can only be made to areas/ addresses with postal codes and unit numbers. Incomplete or incorrect addresses will hinder the delivery process and might incur a re-delivery charge. We are not able to deliver to areas without postal codes and unit numbers such as, but not limited to, bus stops, car parks, barbeque pits, roadsides. In the event that delivery has been carried out according to inaccurate details and redelivery is required, another delivery fee has to be paid. Time of re-delivery will be based on driver’s route and availability. The driver will only make the redelivery if the terms are agreed upon and payment is received. However, if the customer does not agree to pay the redelivery fee, the items will be returned to the office and the customer can arrange a self-collection on the same day. Do note that all balloons that are not collected are disposed of at the end of the day due to space constraints and balloons’ limited lifespans. Also, do ensure that someone is present to receive the order or redelivery would be required. JoyAvenue will not be liable for balloons, gifts or hampers once it has been delivered and acknowledged by the recipient or on behalf of recipient to the designated delivery address. Please ensure that you select an address that is considered safe for delivery in the event that recipient is unable to come forward. The driver will only wait a maximum of 5 minutes. Our drivers strive to deliver orders with door-step delivery within your chosen time slot (1-hour interval). However, should they encounter, but not limited to, any bad weather, traffic issues or vehicular problems, please allow them an extra 30 minutes to complete your delivery. We thank you for your understanding. In the event that you need to change your delivery time slot, please request for it at least 24 hours in advance. It is however heavily subjected to availability.
- Helium Balloon Delivery
Helium balloon delivery is charged at $20 per trip and $25 for Sentosa. Helium balloon delivery consists of delivery only, setup is not included. Please check your balloon order during the handover. Once the handover is made, the balloons are under your care and responsibility. Balloons are inflated at least 30-60 minutes before the courier picks them up to ensure that there are no defects as defects usually show within the first 10-15 minutes of inflation. If a later time slot has been requested on day of delivery/ collection itself (after the required 24 hours advance notice) and approved (subjected to availability) . We cannot guarantee the condition of the balloons as the balloons would already been processed for the previously agreed time slot.
Self-collection can only be done in Singapore 536208. Please keep to your chosen time slot and make your collection within the one-hour interval. In the event that you are late, our staff may be out for setups and/or delivery and may have to schedule you for the next available self-collection time slot. Do collect your orders within your chosen time-slot to avoid any inconvenience. If you need to reschedule, please request for it at least 24 hours in advance. It is however heavily subjected to availability. Please check your order, especially balloons and customised items, during the handover. Once the handover is made, the balloons are under your care and responsibility. Balloons are inflated at least 30-60 minutes before the courier picks them up to ensure that there are no defects as defects usually show within the first 10-15 minutes of inflation. However should you notice any defects or typo upon handover, especially balloons, please alert us immediately.
- Issues with Order
Please check your order during the handover and notify the staff or driver should you spot a defect. However please allow up to 5% of irregularities and some allowance on the surface condition. Please purchase only if you are comfortable. In the event that there is a missing item, please inform the driver or us immediately, we can either issue you a refund (value of the missing item) or can deliver the item to you the next available time slot. In the event that you receive a damaged product (Customised Gifts), do let us know within 24 hours with a photo via WhatsApp or email. We will review it on a case-by-case basis and arrange accordingly. All items are customised by hand one-by-one and are checked before sending out so chances are unlikely. Please follow the care instructions below . We are not responsible for damage due to improper care. Regarding damaged balloons, balloons are inflated at least 30-60 minutes before the courier picks them up/ your collection time slot to ensure that there are no defects as defects usually show within the first 10-15 minutes of inflation. Please check your balloon order during the handover. Once the handover is made, the balloons are under your care and responsibility. However should you notice any defects or missing items upon handover, please alert the driver immediately (you may inform our staff via call, instant messaging or email as well), assistance will be provided at once. In the event that non-customised balloon(s), not more than 3, has been popped in transit for reasons beyond our control, the value of the balloon(s) will be refunded to the customer. Replacements for customised balloons will be carried out if it is found to be defected upon delivery. Should delivery be received on behalf of recipient by either, but not limited to, the concierge, event staff or office reception and not directly to the recipient, we are not responsible for what happens after it has been handed over. We recommend following the care instructions which are displayed under every product listings and at checkout to prolong lifespans of balloons and of customisations on keepsakes. Care instruction cards are also provided with every balloon and customised orders.
- Returns or Refunds
Returns and refunds are not possible as most of our items are specially customised and cannot be resold. Please double check your order (address, word customisation, colour etc) before making payment. In the event that a refund is approved, fees including, but not limited to, credit card transaction fees will be excluded.
- Complaint Procedure
We want to keep the shopping experience pleasant and your feedback means a lot to us. If you do have issues with our services and/or policies please let us know how we can improve by emailing us at [email protected]. Emails will be replied within 1 working day.
We take the privacy of our customers very seriously and are committed to ensuring that your privacy is protected at all times. When registering for an account or at various stages of the checkout process you will be asked to provide certain information; invoice address, delivery address, name etc. This information will enable us to effectively process your order and manage your account, it is not collated for any other purpose. We do not store customers Financial Information (Credit or Debit Card Details) We do not sell, distribute or lease your personal information to third parties unless we have your consent or are required by law to do so. If you sign up to our newsletter we will send you periodic emails about new product launches, special offers and sales. If you no longer wish to receive our newsletter or promotional materials you may opt-out at any time. If you choose not to sign up to our newsletter the only emails that we will send you will be essential order-related emails (order confirmation & dispatch notifications). Our customers’ security is our main priority and for your peace of mind, we have taken every possible precaution to ensure your personal information is protected. We use the latest technology (which is the industry-standard security protocol) to protect your credit card details. Our Secure Sockets Layer (SSL) technology encrypts all of your personal information into bits of code that are then securely transmitted over the Internet.
Last updated: 5 December 2019