Customer Care / Dispatch & Delivery
Dispatch & Delivery
Dispatch & Delivery
We want you to receive your purchase as soon as possible! Please find information below to help you make your choice:
INFORMATION REGARDING THE UK’S TRANSITION OUT OF THE EU*
All delivery destinations to the EU are available from jellycat.com. Any order for delivery to an EU destination is charged inclusive of all VAT, duties and fees; no extra tax is to be paid by the recipient. All orders are packed at our UK warehouse and our current carriers FedEx Cross Border and DHL, will look after all the information required to pass an order through the relevant customs points before a speedy onward journey to its recipient.
*INFORMATION REGARDING COVID-19*
At Jellycat, the health and well-being of our customers, employees, and their families is of the utmost importance. Our customer care team is still available, all working remotely and are very happy to answer any queries you may have. Please do not hesitate to get in touch.
Our dispatch team continue to work closely following the government guidelines and health mandates within our warehouse. Along with the recommended social distancing and the increase in rigorous cleaning practices, we have put in place extra measures to ensure their safety.
At this time, we are still packing and shipping orders as normal, and we are doing everything within our power to ensure our fluffy friends arrive with you within our advertised time-frames. However, there may be delays with all of our delivery options due to our carriers also respecting government guidelines on social distancing and in the case of some international deliveries, delays may occur due to government restrictions on transportation.
We are working very closely with each of our carriers and taking their advice regarding any shipping restrictions to individual countries. If you are not able to find your country on the destination drop-down menu during checkout, it is likely this is because the carriers have advised delivery is not possible at this time. This is something we are continuously monitoring, and any changes to delivery availability will be reflected on the jellycat.com website.
We want to thank you for your patience and understanding as we share this period of uncertainty together.
Orders are sent straight away to be picked and packed as soon as the confirmation button is pushed! Any orders we receive, Monday to Friday, before the daily carrier cut off times below, we aim to ship out to you on the same working day. Any received after this time, we will endeavour to ship out the next working day (Monday - Friday).
For USA & Canada orders 12pm, UK time
For other international orders 12pm, UK time
*Please allow an extra 3 working days onto your expected delivery time for any personalised item(s), to allow our team time to embroider your item(s).
Our orders are shipped from our warehouse in the UK. As soon as your order is on its way to you, a confirmation email will be sent with delivery information. Cut-off times apply to both standard and express delivery options.
We offer a variety of delivery options for UK, USA, Europe and all international destinations. For all destinations, we aim to offer a standard tracked service and a premium express service. For example:
Standard Tracked Premium Express
USA FedEx SmartPost DHL Express
Canada Canada Post DHL Express
UK Royal Mail DHL Express and Royal Mail Next Day
Ireland Fastway Couriers DHL Express
France , Italy GLS DHL Express
Germany DHL DHL Express
Belgium BPost DHL Express
Spain Correos DHL Express
Australia DAI Post DHL Express
Japan JP Post DHL Express
*Please allow an extra 3 working days onto your expected delivery time for any personalised items, to allow our team time to embroider your item.
All parcels are delivered via a tracked service. Once we know the tracking number this will be sent to you via email so you can keep an eye on your order from dispatch to delivery!
Every effort will be made to achieve the estimated delivery times quoted at checkout. If you do need something by a certain date, please consider using our express services. If your package arrives too late, please do not hesitate to take advantage of our fuss free returns policy.
**While we are working very hard to get items on their way to their new homes as soon as possible, some delays and extended delivery timeframes may occur due to restrictions to our dispatch team following government guidelines on social distancing. We are aware that disruptions within our carriers' logistics are also occurring, and whilst we are working closely with them we cannot always guarantee our normal delivery time frames.**
For more details of your parcel’s journey, please click here.
Our website shows the available delivery services and prices at the check out page, based on the value and destination of your order. With some exceptions, standard prices for delivery are as follows:
Regular Tracked Delivery US Dollars
Canada $8 (free on cart value over $75)
International orders $8
Express Delivery US Dollars
USA $15 (free on cart value over $75)
International orders $20
Delivery prices quoted in British Pounds and Euros are inclusive of sales taxes, where applicable. Delivery prices quoted in US Dollars are exclusive of sales taxes, which will be added at the checkout page where applicable.
ADDITIONAL DELIVERY INFORMATION
All estimated shipping days are referred to as working days (Monday to Friday, excluding holidays) and do not include the day of dispatch.
Shipment dates are estimates with which our carriers work to. If you live in an area experiencing an unexpected service delay (i.e. severe weather, natural disasters, unscheduled events, etc.), please note there may be additional shipping time to receive your order.
Remote areas are subject to an additional 1-2 days. In the UK, this includes but is not limited to Aberdeen, Shetland and Orkney, Oban Depot, Scottish Highlands and Western Isles, Inverness Depot, BFPO, Isle of Man and Scilly Isles.
We are not able to deliver to PO boxes.
For certain destinations outside the European Union, we are unable to accept individual orders weighing more than 2kg.
If you have any questions or concerns at all in relation to placing an order with us, please do check the FAQ section
Our customer care team in Minneapolis are always happy to help with any questions you may have about delivery services. Please contact us on:
1-866-445-3559 (Monday to Friday, 9am – 5pm CST) or email [email protected]