Frequently Asked Questions

Every online order ships from our Gregory Hills warehouse, with delivery Australia wide. Delivery times depend on your postcode. See our Shipping & Delivery page for estimated times to your area.

Once your order ships you will receive an email with a tracking number and link. If you cannot find it, check your junk or spam folder.

You can also check your order status by logging in to your account. Still cannot find it? Contact our online team.

Your order will be left unattended at your address unless you tell us otherwise. If the driver decides the area is not safe, they may choose not to leave it.

For Australia Post deliveries, the driver leaves a card so you can collect your parcel from your local post office. Parcels are held for five days, then a reminder card is left and the parcel is held for five more days. Uncollected parcels come back to our warehouse.

Australia Post residential deliveries can arrive from 7am. Business addresses are delivered during business hours, 9am to 5pm.

Yes. If you placed your order in the last 24 hours, contact our online team with your name and order number and we will add the items before it is packed.

If it has been more than 24 hours, contact the online team to check whether your order has been packed, and we will work out the best way to get the extra items to you.

Contact our online team with a photo and details of the damaged item and we will sort it out. Email info@thebasewarehouse.com.au or call 1300 994 120.

Not at the moment. We only ship within Australia.

Once we receive your return or approve a refund, it is processed within 1 to 3 business days. Your bank may take a further 3 to 5 business days to clear the funds.

See our Returns Policy for details.

Yes. Schools, clubs, businesses and event planners can order in bulk. See our bulk orders page for details.

The Base Warehouse has 8 stores across New South Wales. Every store stocks party supplies, balloons, costumes, seasonal ranges and homewares, and the range varies with store size.

• Gregory Hills: our biggest store, head office and the warehouse every online order ships from.
• Brookvale: Westfield Warringah Mall, Northern Beaches.
• Menai: Menai Central, Sutherland Shire.
• Erina Fair: inside Erina Fair, Central Coast.
• Lake Haven: 53 Lake Haven Drive, northern Central Coast.
• Tuggerah: Building C, 9 Bryant Drive, Central Coast.
• Wagga Wagga: Home Base, East Wagga Wagga, Riverina.
• Bankstown: 173 Canterbury Road, Bankstown.

To check stock before you visit, call the store. Addresses, phone numbers and hours are on Our Stores.

All 8 stores are open 7 days. Several trade late on Thursdays: Gregory Hills until 8pm, Brookvale and Erina Fair until 9pm, and Lake Haven and Tuggerah until 7pm. Menai, Wagga Wagga and Bankstown close at 5:30pm on Thursdays.

Full hours for every store are on Our Stores.

Yes. If you are in store, the team at the counter can put an item aside with your name and details for up to 24 hours. After that it goes back on the shelf.

If you need longer, you can order online for delivery.

Yes. We accept Afterpay in store and online for purchases over $60.

Yes, in store and online.

We do not have change rooms, but you are welcome to open and check your costume at the front counter before you pay. Hold it up or try it on over your clothes to check the style and size.

Costumes and accessories cannot be returned for change of mind, including the wrong size, so please check before you buy. This does not affect your rights under the Australian Consumer Law if an item is faulty.

Please check the measurements on the product page before ordering, as we do not accept change of mind returns on costumes. If you were sent the wrong size or the item was listed incorrectly, contact our online team and we will look into it.

We recommend booking 1 to 2 weeks before your event so you can pick up at the time that suits you. We also take walk in orders, but wait times vary, and on weekends walk in orders can wait over an hour.

The earliest pick up time is 9:30am and the latest is 30 minutes before closing.

Yes. Air filled and helium foil arrangements last well over 24 hours and still look great the next day. For helium latex balloons, ask about Hi-Float when you book.

No. Balloon orders are booked and paid for in store, at the store you want to pick them up from. You can buy uninflated balloons on our website, but that does not include inflation or arrangements.

Full payment is required when you book, before the balloons are inflated.

Changes and cancellations must be made at least 48 hours before your pick up time. We cannot refund cancellations made inside 48 hours.

No, we do not deliver balloon arrangements or balloon gifts. If you want to inflate them yourself at home or at the venue, hire a helium tank from any of our 8 stores.

Yes, but we cannot replace the balloon or refund the inflation fee if it turns out to be faulty.

Helium latex balloons float for 8 to 12 hours, longer with a Hi-Float treatment. Helium foil balloons float for about a week and up to 2 weeks, and can be topped up or refilled. Helium bubble balloons last over a week.

Air filled latex balloons last up to a week before they shrink. Air filled foil and bubble balloons can look full for a month or more. Larger balloons last longer.

Hi-Float is a treatment that coats the inside of latex balloons and greatly reduces helium and air loss. With Ultra Hi-Float, helium latex balloons float around 25 times longer on average, so decorations can be done a day ahead and bouquets float for several days. It is non toxic and biodegradable.

Yes, 1.5m of ribbon comes with each balloon we inflate. If you want a different length or a special attachment, let the team know when you book. Ribbon is included in the 60 cent attachment fee per balloon tied to a weight, and special attachments start from $2.

We have weights for everything from a single balloon to a bunch of up to 25 standard balloons. Most weights are $2 to $2.50, and the team will help you choose the right one when you book.

Check the size and number of balloons when you book so you bring a big enough vehicle. Larger orders may need more than one car. A balloon bag for each arrangement stops them tangling in the wind.

Never leave balloons in a hot car. The heat will pop them.

We replace faulty balloons, which we check before handing over your order. Once balloons leave the store we cannot replace or refund them, as they can pop for many reasons. Keep them cool and away from sharp objects, hot or cold surfaces and static.

The name the order is under, the pick up time and the phone number on the order. You do not need to line up. Just let the team at the counter know you are collecting a balloon order. If someone else is picking up, they need the same details.

Yes. Call your nearest store and we can set a tank aside for you. The hire is completed in store when you pick it up. See helium tank hire for sizes and prices.

Tanks must be returned to the same store within 5 days, or a $10 late fee applies for each extra day. If you are having trouble returning it in time, call the store you hired from.

Halloween is one of our biggest seasons of the year. New Halloween stock usually lands from September and goes into stores and online as it arrives. Shop Halloween.

We are number 1 for Christmas, with thousands of Christmas products in store every season, from decorations and lighting to costumes and games. Christmas is in store from October to January. Shop Christmas.