Refund policy

Last updated: 11 September 2026

This Refund Policy explains when you are entitled to a refund from Oscar's Den (London) Ltd, trading as The London Balloon Shop, how much you will receive, and how and when we pay it. It forms part of our Terms and Conditions and applies to every order placed on thelondonballoonshop.com.

1. Refunds when something is wrong with your order

Under the Consumer Rights Act 2015, everything we supply must be of satisfactory quality, fit for purpose and as described. You are entitled to a remedy if:

• your balloons arrive damaged, burst or significantly deflated;
• we deliver the wrong product, the wrong colour or the wrong quantity;
• a personalised balloon is produced with an error we made;
• your order is not delivered at all, or is delivered outside your booked time slot through our fault.

How to report it

Email sales@thelondonballoonshop.com or call 0207 328 6683 by 20:00 on the day of delivery or collection, quoting your order number and describing the problem. Where the problem is visible, please attach photographs of the balloons as they arrived, and keep the items until we have dealt with your claim.

We ask you to report on the same day because balloons are perishable. Float time is naturally short and reduces from the moment a balloon is inflated, so a same-day report is the only way we can assess the product in the condition it reached you and, where possible, replace it in time for your celebration.

What you will receive

Where we are satisfied that the order was faulty, incorrect or undelivered, you may choose between a replacement delivered as soon as we can arrange it, or a full refund of the price paid for the affected items. Where the whole order is affected, or where the fault means the order was of no use to you, we also refund the delivery charge in full.

The natural loss of float over time described in our Terms and Conditions, and damage caused after delivery by handling, heat, cold, wind, rain, sunlight, sharp surfaces, children or animals, are not faults and are not refundable.

2. Cancelling an order you no longer want

Every order is inflated and arranged for the specific date and time slot you choose at checkout, so that the balloons are at their best when they arrive. Helium is a costly and finite resource, and once your order has been prepared the balloons cannot be deflated, stored or resold.

For that reason we operate the following cancellation scale, measured from the start of your booked delivery or collection slot:

The amount retained on a late cancellation reflects the helium, balloons, ribbons, weights and packaging already used or committed to your order, together with the time spent inflating and arranging it and the delivery slot reserved for you.

This scale applies to the price of the balloons. Where a delivery has not taken place, the delivery charge is always refunded.

Rescheduling instead of cancelling

If your plans have changed but the celebration is going ahead, ask us to move your order rather than cancel it. If you contact us at least 48 hours before your booked slot we will do our best to move your order to a new date and time at no extra cost, subject to availability and to any difference in price. Where we can reschedule, no cancellation deduction applies.

How to cancel

Email sales@thelondonballoonshop.com, or call 0207 328 6683 during opening hours (Monday to Saturday, 10:00–17:00), stating your name, order number, the booked delivery or collection date and slot, and that you wish to cancel. The time we receive your email or call is the time used to apply the scale above. We will confirm your cancellation and the refund amount by email.

3. Why the 14-day cooling-off period does not apply

For most goods bought online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give consumers 14 days to change their mind. Regulation 28 of those Regulations sets out exceptions, and two of them apply to our products:

• Goods liable to deteriorate or expire rapidly. Helium-filled balloons begin to lose float from the moment they are inflated. Standard 11" confetti balloons float for around four to six hours, and latex balloons are at their best on the day they are inflated.
• Goods made to the consumer's specifications or clearly personalised. Balloon bunches, bouquets, arches, columns and displays are hand-assembled to the combination, colours and timing you select, and personalised and logo-printed balloons carry the text or artwork you supply.

This means there is no 14-day right to cancel an inflated balloon order. The cancellation scale in section 2 is offered by us voluntarily, in addition to your legal rights, so that you can still cancel and receive a refund where there is enough notice for us to avoid the cost.

Nothing in this policy affects your statutory rights if the goods are faulty, not as described or not fit for purpose.

4. Failed deliveries and incorrect details

Someone must be available at the delivery address during your booked slot. If our driver attends within the slot and nobody is there to receive the order, if access is refused or impossible, or if the address or contact details given to us were incorrect or incomplete, the delivery is treated as attempted and completed and no refund is due. A further delivery can be arranged, and the delivery charge is payable again.

If you have asked us to leave balloons with a concierge, reception desk or neighbour and we do so, the delivery is complete at that point.

For collection orders, please collect within the collection window you booked. Orders not collected on the booked date cannot be refunded, as the balloons have been inflated and arranged for that time.

5. If we cancel your order

If we cancel your order for any reason that is not your fault – for example because a product turns out to be unavailable, because we cannot deliver to your postcode on the date required, or because of an event outside our control such as severe weather or an interruption in helium supply – you receive a full refund of everything you have paid, including the delivery charge. Where possible we will offer you an alternative arrangement or a new delivery date first.

6. How and when refunds are paid

All refunds are made to the original payment method used for the order, through the provider that processed it: Stripe, Dojo or PayPal. We cannot refund to a different card, account or person, and we do not issue refunds in cash.

We will pay any refund due within 14 days of the date we confirm it to you. In practice we process refunds as soon as they are agreed, and the funds usually appear within three to five working days, depending on your bank or card issuer.

We will confirm each refund by email, showing the amount and the payment method it has been returned to.

7. Personalised, branded and bespoke orders

Personalised glitter balloons, custom printed balloons carrying your logo or message, and bespoke installations such as arches, garlands and columns cannot be cancelled or refunded once production or printing has begun, because they cannot be resold.

Please check names, spelling, dates, messages, colours and artwork carefully before confirming your order. We produce exactly what you approve, and errors in the details you supply are not refundable. If we make a mistake in producing what you approved, section 1 of this policy applies in full.

8. Contact us about a refund