Office Hours:Monday to Friday 8:00am to 4:00pm
LocationUnited Kingdom
Call Support +44 1642 361254

Customer Service


Welcome to! At Balance Toys we specialize in everything you balance on.

Contacting Us

Our offices are open between 8:00am and 4:00pm and all emails, messages and phone calls are responded by us. We aim to respond to all enquiries with the same working day.

You can contact us by:

Gemcrest Ltd T/A Balance Toys
The Grange Business Centre
Belasis Avenue
County Durham
TS23 1LG

Terms and Conditions

  • All prices are in UK Pounds Sterling
  • UK sales tax (VAT) is charged at 20%
  • Prices on the website are displayed including VAT
  • All orders are dispatched with a full UK VAT receipt unless specifically requested not to be
  • Orders placed before 2:30pm on weekdays will be processed and dispatched that day. Order received after that time will processed the next working day
  • The website has live stock control, so if it says it is in stock… it is. Should there be a stock error or a faulty product we will contact you when we process the order.
  • If your order cannot be fulfilled we will contact you and you will be offered an alternative or given a full refund.
  • Gemcrest Limited is our company name and we trade as Balance Toys
  • Gemcrest Limited registered in England 2843029
  • Our UK VAT Number is GB 647 6952 88
  • Our Pay-Pal account name is Gemcrest Ltd.


We are a UK store.  Our cart is set up to ship anywhere in Europe although we can ship anywhere in the world.  If you want shipping outside Europe please just contact us for a quotation.  We ship using:

Orders placed before 2:30pm on weekdays will be processed and dispatched that day. Order received after that time will processed the next working day. Do contact us if your order is late and we will investigate. In the unlikely event that your goods are lost or damaged in transit we will arrange with you to replace or repair the goods as quickly as possible.

Web Security

Balance Toys realise that one of the greatest worries that people have about purchasing on the web is that of security. We use one of the biggest payment gateways, Pay-Pal. We have two options for you; Pay-Pal express can take the payment directly from your Pay-Pal account or you can use the form on the checkout page to take payment from your credit or debit card. When using the form the data is sent directly to Pay-Pal and the merchant (Gemcrest Ltd) never has access to your credit card details.

The only information that Balance Toys holds on you is information for the purposes of ordering and/or the opt-in mailing list. This user information is held in our database that is not directly accessible from the web.

If you have any worries about security please feel free to contact us.

Privacy Policy

Balance Toys holds information on its customers collected at the time of ordering for the processes of fulfilling the orders made. Customers are also given the opportunity to join a mailing list, this is optional and this can be done when placing an order or through the process of registering a profile.

We WILL NOT pass your name and address to ANY third parties. You can view/edit your personal profile at any time, including removal/inclusion in the mailing list. If you have any questions about data protection please contact us.


Almost all websites require cookies to function. These allow your selection to pass between the pages on the site. These are only temporary and when you close your browser they will be gone. The exception is if you have at item in your shopping cart, this information will be held on your machine for 24hours; it will then expire. We also use Google Analytics for general analysis of visitors to our site This information is only general information and does not hold any personal data of yours – here is Google’s policy. If you would like to know more about Cookies and their functions here is a link to

To keep track of cart data, WooCommerce makes use of 3 cookies:


The first two cookies contain information about the cart as a whole and helps WooCommerce know when the cart data changes. The final cookie (wp_woocommerce_session_) contains a unique code for each customer so that it knows where to find the cart data in the database for each customer. No personal information is stored within these cookies.

Site Links

To give added value of our expertise and experience Balance Toy’s has provided hyperlinks to websites maintained or controlled by others. We are not responsible for and do not endorse the contents of, use of, or any of the products or services offered in these sites.

Review and Testimonials

We encourage you to leave a review for each of the product you have purchased from us. Please feel free to leave a critical review as it will help other customers.

We also have a testimonial section on this site. We would appreciate hearing your comments about our products and service.


Guarantee – The items have a one year warranty against manufacturer’s defects. We also go beyond the legal requirements, we offer you a 28 day cooling off period on all purchases. Just return it us unused, in resellable condition (that includes the box) and we will give you an unconditional refund. At Christmas we go beyond this as we know that sometimes your well thought out presents are not appreciated. After this period we will repair, or exchange for an equivalent product if a defect is found. Note that damage caused by incorrect assembly (pedal threads or over tight bearings clamps) are specifically excluded. Contact us as soon as you find a defect and we will issue return information. We will refund shipping charges incurred in an authorized return of defective products.

Refunds – We offer you a 28 day cooling off period on purchases. Contact us and we will issue you with a return instructions. Items should be returned in unused condition along with the original packaging and a copy of your invoice. You will be responsible for the cost of return of the product.

Exchanging products – Should you wish to exchange an item please contact us within 28 days. We will issue you return instructions. Items should be returned in unused condition along with the original packaging and a copy of your invoice. We will generate an invoice/credit for any cost difference. You will be responsible for the cost of return of the product to us, but we will return the item to you free of charge.

Complaints – Should you not be happy with our service or products, please do contact us. You will receive an acknowledgement of receipt and a preliminary response within 2 working days. We will work with you to resolve the matter you have raised. Your concerns and complaints will be treated personally, confidentially and seriously. Your satisfaction is importance to us. We are proud of our high standards and want to keep them up.

Nothing in the above guarantee affects your legal rights.

Last Christmas shipping date is 20th December 2018 (UK Mainland). We re-open 2nd January 2019. Dismiss

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