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:

Call Us at 1-866-HI-JELLY (1-866-445-3559), 9am-5pm (CST time) Monday to Friday and one of our friendly customer care team will be very happy to help.
Email us at [email protected] and we will do our very best to get back to you within 1 - 3 business days.

(For wholesale inquiries, please call 866-339-0606 or email [email protected])


At Jellycat, the health and wellbeing 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 timeframes. However, there may be delays with all our delivery options due to our couriers 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 couriers and taking on 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 couriers 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 website.
We want to thank you for your patience and understanding as we share this period of uncertainty together.

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. 

Do I need to set up an account to place an order?
You are very welcome to buy from 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 or the EU and delivery is to the UK or the EU your order will automatically include VAT. If you are shopping from outside of the UK or the EU, 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.


What will my personalised item look like?
Please click here to find out more.

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 refer to our Returns and Cancellations page for more information. 

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 1-866-HI-JELLY (1-866-445-3559), 9am-5pm (CST 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 here in the UK 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. Orders are shipped from the UK, and 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. Any inquiries or claims for a missing or undelivered order must be made within 60 days after shipping.

What do I do if something is missing from my order?
We always ship orders complete and do not back order. If an item is missing from your order, please get in touch within 30 days of receipt. We are unable to assist with inquiries and claims regarding missing items submitted after 30 days.
What do I do if I received a defective or damaged item from my order?
Our goal is to deliver perfect quality Jellycats in every order. If this is not the case when your items arrive, please get in touch within 30 days of receipt. We are unable to accept claims after 30 days.

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.

Gift Options

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. 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.

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.

Our toys

Are your toys tested?
Every toy we sell from is rigorously tested to international safety standards; they bear a CE mark as proof of their success.

Can I give a Jellycat toy to a baby?
Every toy we sell from is rigorously tested to international safety standards; they bear a CE mark as proof of their success 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. 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 favorite 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, we unfortunately 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.