Frequently Asked Questions
We hope we can help answer some questions which may pop up from time to time, however, if you can’t find an answer, please either call:
Our London office on +44 (0)8450 344556, 9am-5pm (UK time) Monday to Friday and one of our friendly customer care team will be very happy to help. Or alternatively email us at firstname.lastname@example.org and we will do our very best to get back to you within 2- 3 days.
For any queries from the USA or Canada, please contact our Minnesota office on 1-866-339-0606, or pop over an email to email@example.com where one of our friendly customer service team will be very happy to help.
Placing and Paying for an Order
How do I place an order?
If you are browsing around the site, use the navigation bar and the jumbo menus to explore what we have on our website. Alternatively if you have a particular thing in mind, use the search option at the top of the page. If you find something you like and would like to buy it, click on buy me and this will add into your bag in the top right hand corner. When you are ready to pay for your purchase click either on “My Bag” to review what you have bought or “Checkout” to start the payment process.
Is it possible to order over the phone?
We can most certainly help take your order over the phone! Please do call us on +44 (0)8450 344556, 9am- 5pm, Monday to Friday and one of our friendly customer care team will be very happy to help!
Do I need to set up an account to place an order?
You are very welcome to buy from jellycat.com as a guest, at any time. Setting up an account with us, where we will keep hold of your details safely and securely will mean that it is quicker and easier to shop with us next time!
What happens if I set up an account, then forget the password?
This is very easily fixed! Click onto “Sign In” and pop your email address into the field requested, then click on the “Forgot your password” message. We’ll then send you a new password to access your account.
Why is neither the email address nor password working to sign in?
It may be that the account was set up with a different email address, do check any alternatives that you may have used and click through on the “Forgot your password” message.
How do I know which size to buy from the website?
All our toys have a length indicated on the website. This length is measured from the top of an animal’s head to the bottom of their heel. This means, for example, the perky ears of a bunny are not included in the measurement. If the item is an object like a soother or a book for example, the longest measurement is referred to.
How can I pay for my order?
There are many different ways to pay. We accept: Visa, MasterCard, Delta; Maestro, UK Electron, American Express and PayPal.
Is it safe using my credit card to pay?
Without spoiling any of the fun, we take security very seriously. When you are ready to enter your payment details, you will be redirected to a secure payment gateway provided by our payment partner, SagePay. This payment gateway is certified to Level 1 compliance (the highest level) of the Payment Card Industry Data Security Standard (PCI DSS). This is a set of rigorous security standards designed to make shopping on the internet safer. In addition, we include checks on the registered card address and the card security digits (AVS/CV2) and 3D Secure verification (Verified by Visa, Mastercard Securecode & American Express Safekey) and transactions are protected by the highest level of security via SSL encryption.
How will I know everything has worked when placing my order?
As soon as payment has been accepted and the transaction has gone through, you will receive an order confirmation email from us with your order number. Please do keep this is in a safe place. If you have not received this email within a couple of hours, please do not hesitate to get in touch with us.
When will you take payment for my order?
We will take payment for your order once it has left our warehouse. When your order has left our warehouse you will be sent a shipment confirmation email confirming that payment has been taken from your chosen method.
Does my payment include VAT?
If you are shopping in the UK and delivery is to the UK your order will automatically include VAT. If you are shopping from outside of the UK, please click here to find out more.
Where can I find my order number?
Your order number will be confirmed at the last stage of the checkout process. It will also be sent to you in an order confirmation email. Lastly, if you have created an account with us you will be able to “Sign In” and access all your order details.
Dispatch of your order
Can I cancel an order once it is placed?
We have a super speedy automated system that will mean your order is with our warehouse to be picked and packed and sent to you as quickly as possible, Monday to Friday. If you would like to cancel an order please do Get in Touch and we will do everything we can to put a stop to your order being delivered. However, we have a 60 days Fuss Free Returns policy that covers every and any eventuality. So if you do place an order that you later don’t want to receive, please do return it, via Freepost and we will send through a refund.
Can I add anything to an order once it is placed?
As with cancelling, our super speedy automated system will mean your order is picked and packed as quickly as we can Monday to Friday and therefore it is a little difficult to make changes as it progresses through its journey. However, please always do Get in Touch and we will make the utmost effort to make things happen!
Can I change the delivery address once the order is placed?
Our super speedy automated system will prepare your order very quickly. If you know very soon after your order has been placed that you would like to change the delivery address please do call us on +44 (0)8450 344556, 9am- 5pm (UK time), Monday to Friday and one of our friendly customer care team will be very happy to help! If your order is already on its way to you we do have a 60 day Fuss Free Returns policy and we therefore suggest returning the packaging arriving at the wrong address as soon as it arrives and re-placing the order to go to the correct address.
How will I know my order is on its way to me?
We will keep you informed every step of the way including when your order has left us with a shipment confirmation email.
Delivery of an order
How much does delivery cost?
There are various different options for delivery depending on what speed you would like your order to arrive! Please click through to our Dispatch & Delivery information for full delivery costs to help you make your choice.
How long does delivery take?
Delivery time will depend on what delivery option you choose at checkout. To help give you an idea of what options there are please click through to our Dispatch & Delivery information.
Is it possible to track my order?
For deliveries within the UK all orders can be tracked and we also offer an SMS messaging service to keep you up to date if you would like this option. For deliveries within certain countries in Europe and the rest of the world tracking is also available. Please see full details of our delivery options here.
What do I do if my order has not arrived within the detailed timeframe?
If you have selected a tracked option, please do follow the link through to the tracking details on your shipment confirmation email. Or, please do not hesitate to get in touch.
Can I send different things in my order to different places?
We’re afraid we are not able to offer the option of choosing different destinations for different purchases. Everything in one order can only go to one delivery address.
Can I send a gift straight to the person I would like to receive it?
This is no problem at all! Please select an alternative delivery address during the checkout process. Look out too for the option to add in a message card or a beautiful Jellycat Gift Box. If you tick the box- “This is a Gift” we will ensure there is no paperwork included in the package and that this is instead all sent to you directly.
If I have bought multiple gifts going to the same address, can I buy multiple gift boxes?
We’re afraid we are not able to offer this option. We are only able to add one gift box to an order for one item.
Can I add multiple gift messages to an order?
Unfortunately we are only able to add one gift message to one order.
What can I do if something is wrong with my order?
We have a 60 day fuss free returns policy, please click here to read full information about returning any faulty or unwanted purchase.
Can I have an exchange?
Unfortunately we are unable to offer an exchange, but we will happily offer a refund for a returned purchase.
Are your toys tested?
All our toys are tested to the European Safety Standard (EN71 parts 1, 2 & 3), and the US Safety Standard (ASTM) for items sold within the USA.
Can I give a Jellycat toy to a baby?
All our toys are tested to the European Safety Standard (EN71 parts 1, 2 & 3), and the US Safety Standards (ASTM) for all ages and are suitable from birth except where they have an age recommendation hang-tag. Please check all hang tags of any item purchased before giving to a child. For more information click through here.
How do I look after a Jellycat?
With lots of love and attention! Unless otherwise stated on the sew-in label, we recommend a surface wash of all our toys with soap and rinsed with cool water. Then for the fur to be dried with a hair dryer with little or no heat. Some soothers and comforters are suitable for a cool machine wash- please check the sew-in label. Please refer to the Safety and Suitability tab for each individual product on recommendations for how to wash.
What should I do if I am not happy with the quality of the toy on arrival?
We do our utmost to ensure your new purchase arrives with you in a way we are happy for it to be sent out. If though, upon receipt of your order you are not happy with your new toy, please do not hesitate to return it to us via the methods explained in our Returns and Cancellations link.
What should I do if I am not happy with the quality of the toy at any other point?
Please do not hesitate to get in touch with us at any point if you have any queries or concerns about the quality of a Jellycat Toy at any point in its lifetime.
What can I do if a favourite toy is lost?
Always do a quick search on our site using the search option at the top of the home page. If you can’t find it here, please also do check each year from Our Design History Unfortunately we may no longer have the toy you are looking for in stock; however we will always suggest alternatives which are available. If you are unable to identify the particular design you are looking for, please do not hesitate to get in touch.