Standard Business Terms and Customer Information

Last updated: 11 September 2026

1. Who we are

This website, thelondonballoonshop.com, is owned and operated by Oscar's Den (London) Ltd, a private limited company registered in England and Wales under company number 00844356, whose registered office and trading address is 88b Belsize Lane, London NW3 5BE. Oscar's Den (London) Ltd trades online as The London Balloon Shop. Our VAT registration number is GB243673947.

Where these terms say "we", "us" or "our", this means Oscar's Den (London) Ltd. Where they say "you" or "your", this means the person placing the order.

2. About these terms

These terms tell you who we are, how we supply our products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. Please read them before you place an order. By placing an order you confirm that you accept these terms.

We may amend these terms from time to time, for example to reflect changes in the law or in how we operate. The version published on this page when you place your order is the version that applies to that order.

If you are ordering as a consumer, nothing in these terms affects your legal rights under the Consumer Rights Act 2015 or other consumer protection legislation.

3. How to contact us

You can reach us by telephone on 0207 328 6683 or +44 (0) 207 625 4130 between 10:00 and 17:00, Monday to Saturday, by email at sales@thelondonballoonshop.com, or by writing to us at 88b Belsize Lane, London NW3 5BE.

If we need to contact you about your order, we will do so by telephone, text message or email using the details you gave us when ordering. Please make sure these are correct and that you are reachable on the day of delivery.

4. Our products

We sell helium-filled foil and latex balloons, balloon bunches and bouquets, number and letter balloons, balloon stands, ceiling and giant balloons, personalised glitter balloons, custom printed branded balloons, and bespoke balloon arches, garlands and columns. Unless stated otherwise on the product page, balloons are supplied inflated with helium and hand-arranged, ready to display on arrival.

Images on this website are intended to show the style and composition of a product. Balloon colours can vary slightly between manufacturing batches, and screens display colours differently, so the item delivered may not be an exact colour match to the photograph. Where a specific balloon in a bunch is out of stock, we will substitute a balloon of the same size, colour family and value so that the overall look of the arrangement is maintained. If we cannot do this, we will contact you to agree an alternative or to refund that item in full.

Latex balloons are made from natural latex. Foil balloons are made from metallised film. Product materials and sizes, where relevant, are shown on the product page.

5. How your order is accepted

Placing an order on this website is an offer to buy from us. A contract between you and Oscar's Den (London) Ltd is formed only when we send you an order confirmation email. If we cannot accept your order – for example because a product is unavailable, because we cannot deliver to your postcode on the date you have chosen, or because we have identified a pricing or description error – we will tell you and will not charge you, or will refund any payment already taken.

Each order is assigned an order number. Please quote it in any correspondence with us, as it helps us deal with your enquiry quickly.

Orders may only be placed by individuals aged 18 or over.

6. Price and payment

All prices shown on this website are in pounds sterling and include VAT at the applicable UK rate. The delivery charge is not included in the product price: it is calculated automatically at checkout from the delivery postcode you enter, and is shown to you before you pay.

All orders are paid in full in advance. We do not offer accounts, credit or payment on delivery. We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal.

Card and wallet payments are processed by our payment providers, Stripe, Dojo and PayPal. We never see or store your full card number. Your payment is taken at the time you place your order, and card details are handled entirely by the payment provider under its own terms and security standards.

It is always possible that, despite our best efforts, some products may be incorrectly priced. If the correct price at the date of your order is higher than the price shown, we will contact you for your instructions before accepting the order. If we have accepted and processed an obviously and unmistakably mispriced order, we may cancel it and refund you in full.

7. Delivery and collection

Where we deliver

We deliver across London to homes, offices, hotels, restaurants, event venues and hospitals, using our own drivers rather than a third-party courier. We can also deliver to selected locations outside London, including the Home Counties, by prior arrangement. If your venue is outside our standard delivery area, please email sales@thelondonballoonshop.com with the location and event details before ordering, and we will confirm whether we can cover it and at what cost.

Delivery slots and order cut-off

Online orders are delivered in one of two standard time slots, which you select at checkout:

• Morning / midday: 10:00 – 14:00
• Afternoon / evening: 14:00 – 19:00

The cut-off time for same-day delivery is 12:00 noon. Orders placed after the cut-off will be delivered on a later date that you select at checkout.

If neither standard slot suits you, or you need a narrower delivery window, please place your order by telephone on 0207 328 6683 or by email at sales@thelondonballoonshop.com so that we can arrange it directly.

Urgent same-day and next-day deliveries, and deliveries requested outside the standard slots, are arranged directly with us by telephone or email. A different delivery charge may apply to these orders, and we will tell you what it is and obtain your agreement before we take payment.

Collection from our shop

You may choose to collect your order in person from Oscar's Den, 88b Belsize Lane, London NW3 5BE. Collection is available between 10:30 and 17:00, Monday to Saturday, on the collection date you select at checkout. Because balloons are inflated to be at their best for your chosen time, please collect within the time you have booked.

Access, presence and failed deliveries

Someone must be present at the delivery address during your chosen slot to receive the balloons. Inflated balloons cannot be posted through a letterbox, left outside, or left in an unattended communal area, and they are affected by wind, rain and heat.

If our driver arrives within the booked slot and nobody is available to take the delivery, if access to the building or venue is refused or not possible, or if the address or contact details you gave us are incorrect or incomplete, the delivery will be treated as attempted and completed. In that case we will bring the balloons back to our shop and a further delivery must be booked and paid for again at the applicable delivery charge. We may, at your request and at our discretion, leave balloons with a concierge, reception desk or neighbour; where we do so, delivery is complete at that point and we are not responsible for what happens to them afterwards.

Please tell us at checkout about anything that affects access, such as gated entrances, buzzer codes, hospital ward names and visiting hours, restricted delivery windows at venues, or parking limitations. Delivery times are given in good faith but may be affected by traffic, road closures and other conditions in London.

When the goods become yours

The products become your responsibility from the moment they are delivered to the address you gave us or handed to you, or to a person at that address, on collection. You own the products once we have received payment in full and they have been delivered or collected.

8. Float times, balloon care and safety

Helium-filled balloons are a perishable product. Float time depends on the type and size of balloon, on temperature and on the environment in which they are kept. As a guide:

Keep balloons indoors, away from direct sunlight, heat sources, open flames, sharp objects and rough surfaces. Air-conditioning, cold and heat all shorten float time. Balloons taken outdoors may be lost or damaged by wind, and this is not a fault in the product.

Safety warnings. Uninflated or burst balloons can be a choking hazard: keep them away from children under eight years of age and supervise children around balloons at all times. Discard burst balloons immediately. Do not inhale helium. Latex balloons are made from natural rubber latex, which may cause an allergic reaction in some people. Keep balloon ribbons and weights away from small children. Balloons are decorative items and are not intended as toys. Please dispose of balloons responsibly and never release them outdoors.

9. Changing or cancelling your order

If you need to change your order, your delivery date or your time slot, contact us as early as possible on 0207 328 6683 or at sales@thelondonballoonshop.com. We will do our best to accommodate changes requested at least 48 hours before your booked slot, subject to availability; any difference in price will be payable or refundable.

Because our balloons are inflated with helium and hand-arranged for the specific date and time slot you choose, cancellation is governed by a sliding scale set out in full in our Refund Policy. In summary: cancel 48 hours or more before your booked slot and you receive a full refund; cancel later than that and a proportion of the order value is retained to cover the helium, materials and preparation already committed to your order.

Please read the Refund Policy before ordering. It also explains why the 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to inflated balloon orders.

We may cancel your order if you do not pay, if a product becomes unavailable, or if an event outside our control prevents us from fulfilling it. If we cancel for a reason that is not your fault, you receive a full refund including any delivery charge paid.

10. If something is wrong with your order

Under the Consumer Rights Act 2015, the products we supply must be of satisfactory quality, fit for purpose and as described. If your balloons arrive damaged or deflated, if the wrong items are delivered, or if your order does not arrive at all, please tell us the same day, by 20:00, and send photographs where the problem is visible. We will then arrange a replacement or a full refund, including the delivery charge, as set out in our Refund Policy.

Reporting on the day matters because balloons are perishable: it allows us to see the product in the condition it arrived and, where possible, to replace it in time for your celebration.

11. 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 are made specifically for you.

Please check names, spelling, dates, messages, colours and artwork carefully before confirming: we produce exactly what you approve, and we cannot accept returns or give refunds for errors in the details you supply. Once production or printing has begun, these items cannot be cancelled or refunded.

Printed and colour-matched items are produced as closely as possible to the artwork or reference supplied, but exact colour reproduction on latex and foil cannot be guaranteed.

By sending us a logo, image or other artwork, you confirm that you own it or have permission to use it, and that our printing it does not infringe anyone else's rights. You agree to compensate us for any claim made against us arising from artwork you supply.

Bespoke installations and larger event work are quoted individually, and the quotation we issue, together with these terms, forms the contract for that work.

12. Our responsibility for loss or damage

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking the contract or failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.

We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your legal rights in relation to the products.

We are not liable for damage caused after delivery by handling, by exposure to heat, cold, wind, rain or sunlight, by sharp or abrasive surfaces, or by children or animals, nor for the ordinary loss of float over time described in section 8.

If you are a business customer, please see section 14.

13. Events outside our control

We are not responsible for delays or failures in delivery caused by events outside our reasonable control, including severe weather, flooding, road closures, traffic restrictions and demonstrations, vehicle breakdown or accident, fire, strikes or industrial action, failures of public or private telecommunications networks, interruption to the supply of helium or balloon stock by our suppliers, acts of terrorism, epidemics, and acts of government.

If such an event occurs, we will contact you as soon as possible and arrange a new delivery date with you. If we cannot deliver at all, we will refund you in full, including the delivery charge.

14. Business customers

Where you buy as a business, for purposes connected with your trade, business, craft or profession, the following applies in addition to the rest of these terms.

The consumer rights referred to in these terms, including the cancellation arrangements in our Refund Policy, are offered to consumers and do not apply to business orders except where we agree otherwise in writing. Our total liability to a business customer for any order is limited to the price paid for that order. We are not liable to business customers for loss of profit, loss of business, loss of goodwill, loss of contract or loss of anticipated savings. These terms constitute the entire agreement between us in relation to your order.

Corporate, hospitality and event orders, including branded balloons and large installations, may be subject to a separate written quotation, which will prevail over these terms where there is a conflict.

15. Your personal data

We use your personal data only as set out in our Privacy Policy, which explains what we collect, why we collect it, who we share it with, how long we keep it and what rights you have. Information about the cookies used on this website is set out in our Cookie Policy.

If you ask us to deliver balloons to another person, you confirm that you are entitled to give us that person's name, address and contact details for the purpose of making the delivery. We use those details only to deliver your order and to contact the recipient about the delivery.

16. Complaints

If you are unhappy with your order or with our service, please contact us at sales@thelondonballoonshop.com or on 0207 328 6683 with your order number and a description of the problem. We aim to acknowledge complaints within two working days and to resolve them as quickly as we can.

If we cannot resolve your complaint between us, you can obtain free, impartial advice from the Citizens Advice consumer service at citizensadvice.org.uk/consumer or on 0808 223 1133.

17. Using this website

The content of this website, including text, photographs, graphics, the Oscar's Den and The London Balloon Shop names and logos, and the arrangement of the site, belongs to Oscar's Den (London) Ltd or is used under licence. You may view it and print or download extracts for your own personal use in connection with an order. You may not reproduce, republish or use any part of it commercially without our written permission.

We take care to keep the information on this website accurate and up to date, but we do not guarantee that it is free from errors or that the site will always be available or uninterrupted.

Our website links to other sites, including our social media pages, Google Maps, the Oscar's Den website and our payment providers. Once you leave our site, the terms and privacy practices of that site apply instead of ours, and we are not responsible for their content.

18. Other important terms

We may transfer our rights and obligations under these terms to another organisation. Your rights under the contract will not be affected. You may only transfer your rights or obligations under these terms to another person if we agree in writing.

This contract is between you and us. No other person has any rights to enforce any of its terms.

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them is unlawful, the remaining paragraphs will remain in full force and effect.

If we delay in enforcing this contract, or do not insist immediately that you do anything you are required to do under these terms, that will not prevent us from taking steps against you at a later date.

These terms are governed by the law of England and Wales, and you and we both agree that the courts of England and Wales have jurisdiction. If you live in Scotland, you may bring proceedings in either the Scottish or the English courts; if you live in Northern Ireland, you may bring proceedings in either the Northern Irish or the English courts.

These Terms and Conditions were last updated on 11 September 2026 and are issued by Oscar's Den (London) Ltd, 88b Belsize Lane, London NW3 5BE, Company No. 00844356, VAT No. GB243673947.