General Order Policy
Every order is custom-made for your celebration. Orders are placed through our shop, cart, and checkout, and you receive a private order link to view your order and pay securely through Square.
All customization requests are subject to Élan Luxe Events design and safety guidelines.
Custom Product Policy
Theme, colors, personalization, and Luxe Detail selections are included in your product price. Only legitimate physical or size choices change the price.
At least one inspiration image is required for every product. Inspiration guides your original design.
Party Package Policy
Individual per-piece party favors start at six and increase by one; other products start at one. Package Savings of 5% apply automatically when three or more different eligible product types are included. Only eligible lines receive 5%; the Topper Set and extra toppers are excluded.
Payment & Deposit Policy
Eligible non-rush orders may be paid in full or with a 50% deposit. Checkout shows your Full Order Total, Due Today, and Remaining Balance.
The initial 50% is the non-refundable reservation and design portion.
Deposits reserve your order and begin the approved design process.
No physical production begins until the order is paid in full.
Balance Policy
For 50% deposit orders, the remaining balance becomes due after design approval.
All remaining balances are due no later than 7 calendar days before the applicable fulfillment date. For Local Pickup, the fulfillment date is the scheduled pickup date. For Shipping, it is the required scheduled ship date.
After design approval, you can pay your remaining balance securely through Square from your private order page. Reminders are sent by email before the due date.
Physical production does not begin, and Local Pickup scheduling does not open, until the order is paid in full. Unpaid balances after the due date are marked Balance Past Due and production stays on hold.
Rush Policy
Orders accepted 7 calendar days or fewer before the fulfillment date are rush orders. Rush orders are subject to availability, require 100% payment, and are non-refundable and non-transferable.
The rush fee is 25% of the applicable order subtotal, with a $40 minimum. Rush availability is never guaranteed.
Cancellation, Refund & Store Credit
- The first 50% reservation/design portion is non-refundable.
- Eligible payments beyond that may qualify for store credit.
- Store credit is valid for 12 months from the original event date.
- Cancellations 7 calendar days or fewer before fulfillment are non-refundable and non-transferable.
- Rush orders are non-refundable and non-transferable.
Order Changes
Please request theme, color, wording, personalization, or design changes as soon as possible. Changes inside the 7-day production window are not guaranteed and depend on production status, materials, availability, and feasibility.
Design Approval
You review your design proof before physical production begins. For deposit orders, the remaining balance becomes due after design approval.
Customization & Safety
“Élan Luxe Events reserves the right to decline any order, customization request, material request, or design element that we determine cannot be completed safely, responsibly, appropriately, or within our production standards.”
We may suggest a safer alternative.
Absolutely No Live Animals
No live animals or living creatures may be embedded, sealed, enclosed, attached, displayed, or incorporated into favors, boxes, balloon arrangements, 3D structures, centerpieces, displays, props, or products. This includes live fish and goldfish. These requests will be refused.
Customer Valuables
Customer valuables such as rings, necklaces, bracelets, jewelry, sentimental items, or expensive personal belongings are not accepted for permanent embedding, sealing, enclosure, or attachment into products. Élan Luxe Events does not assume responsibility for loss, theft, breakage, deterioration, damage, or misplacement of such items and may refuse these requests.
Balloon Policy
Balloon orders are Local Pickup Only. If a cart contains a Local Pickup Only product, the full order is fulfilled by Local Pickup.
Up to 2 foam cutouts are included; foam cutout #3 and each additional cutout is $25.
After physical completion, we send final balloon photos. You receive a 2-hour review window for reasonable concerns or adjustments. If there is no response, the balloon order is automatically approved as shown.
Please inspect your balloons again at pickup before leaving. After accepted pickup, responsibility transfers to the customer.
You must provide adequate vehicle space. Balloons can be damaged by Arizona heat, direct sun, wind, weather, sharp objects, improper transport, tight vehicles, pets, children, and other environmental conditions.
Pickup Policy
FREE Local Pickup is available in the San Tan Valley / Queen Creek Area. The private pickup address is never displayed publicly; exact pickup details arrive only in Acuity’s existing 24-hour appointment reminder.
The pickup process: Order → Design Approval → Payment Completion → Production → Ready Notification → Schedule Pickup → Pickup. Pickup scheduling becomes available only after your Local Pickup order is paid in full; a deposit alone does not open scheduling.
Please inspect your order at pickup. Once pickup is accepted, responsibility transfers to the customer. Have your name and order number ready, and email us in advance if someone else will collect your order.
Late, Missed & Rescheduled Pickup
Pickup changes require contacting us directly at support@élanluxe.events. Changes are subject to availability, are not guaranteed, and do not change production timing. A pickup change does not cancel or move your product order.
If your order has already been prepared or completed for your original scheduled pickup date, Élan Luxe Events will not remake or replace your order for a rescheduled pickup date. No refunds or store credits will be issued due to a pickup date change, reschedule, or failure to pick up as scheduled.
Shipping
Product prices do not include shipping. Balloons are not shipped. Shipped products remain fully assembled whenever practical; banners are rolled and shipped in a protective corrugated rolled-banner box.
Gable Boxes may ship flat only when necessary to protect the design, prevent damage, or reduce excessive dimensional shipping. If a Filled Gable Box ships flat, each box’s matching filler contents are organized individually.
Hot-Weather Shipping
During hot-weather periods, chocolate and other melt-sensitive contents may be packaged separately from the finished custom product and may require 1-Day or 2-Day shipping. Hot-weather protective packaging is $12 per qualifying shipment — charged once for each qualifying shipment, not per favor. It covers cold packs, an insulated liner or mailer, moisture protection, and cushioning, all included in the package’s packed weight and size. Melt-sensitive shipments require a next-business-day service; if none is available to your address, Local Pickup or a heat-stable filler is offered instead. Heat-stable filler options may retain normal eligible shipping.
Protective packaging is not temperature-controlled and cannot overcome every carrier or environmental condition, so please retrieve delivered packages promptly.
Returns & Order Problems
Because every product is personalized and custom-made, all sales are final. We do not offer routine returns or exchanges.
If your order arrives damaged or incorrect, contact support@élanluxe.events within the reporting window stated in our policies, with photos and your order number, before sending anything back.
If a physical return is necessary, it must be approved in writing first; return instructions are provided privately. Unauthorized returns are not accepted, and return labels are not generated automatically.
An already-made order that is rescheduled, abandoned, or missed is not eligible for a remake, replacement, refund, or store credit.
Customer-Supplied Information
Your design is created from the names, dates, wording, photos, and details you provide. Please review spelling and details carefully on your order and design proof.
Handmade & Product Variation
Each piece is handmade and designed around your celebration. Product photos show product styles; slight variations are a natural part of handmade work.
Color & Screen Variation
Colors can look different on screens than in printed materials, cardstock, and balloons.
Privacy Policy
We collect the information you provide to place and fulfill your order — such as your name, email, phone, shipping address, order details, and uploaded images. Uploaded images are stored privately and used only to design and fulfill your order. Payments are processed by Square; we do not store your card details. Your private pickup details and order link are shared only with you.
Terms & Conditions
By placing an order you agree to the policies on this page, which you acknowledge at checkout. These policies apply to every order, including deposits, design approval, cancellation, store credit, pickup, and shipping.
Questions? Email support@élanluxe.events.