RETURNS & CANCELLATIONS
At Jellycat we strive to meet and exceed your highest expectations both with every item we sell and the service we provide. We know that making a selection from screen only is no easy decision! Therefore, if after placing your order, you change your mind, or need to cancel or return your order for any reason, we will endeavour to make the process as simple, efficient and trouble free as we can.
We give full right of cancellation or return should you regret your purchase for any reason whatsoever. Please note: we are unable to refund or exchange items that have been personalised, unless faulty.
Cancellations
As soon as you have placed your order online, it is sent electronically to our warehouse team to pick, pack and dispatch. We process your order as quickly as we can to ensure that you are never waiting unnecessarily to receive your eagerly anticipated package. If you wish to cancel your order before it has been dispatched, please call our customer care team in Minneapolis, USA on:
1-866-445-3559 (Monday to Friday, 9am – 5pm) CST
or email [email protected]
If we receive your cancellation request before the order has been packed by the warehouse team, we will cancel the order and send you an email to confirm; your card will not be charged. If you paid at checkout using PayPal, we will refund your PayPal account in full. If the order has already been packed, it may not be possible to prevent it from being dispatched and charged, but you will still be able to return the order for a full refund. If you have asked for a cancellation, we will always see if it’s possible and update you with the status of your order.
Returns
We accept returns from you at any time within 60 days of receipt provided that the returned goods are in the same condition and quantity as delivered by us.
• The original amount paid for the returned item(s) will be refunded when the return takes place within 60 days.
• Any original shipping cost will be refunded when the entire order item(s) are returned.
• Refunds are made promptly to the original payment method.
Our return policy does not apply to any items that have been personalised, or if any incorrect information has been provided to us during the ordering process. Due to the nature of personalised items, I am afraid we are therefore unable to refund or exchange any embroidered items.
If your item arrives with you damaged or faulty please contact us directly at [email protected] or call us on 1-866-445-3559.
Exchanges
We do not offer exchange of goods, but you are free to place a new order for a preferred item, safe in the knowledge that we will refund you for any returned items. If you wish to replace your returned items for a different item, we will process your new order as quickly as we can.
Please note: we are unable to refund or exchange items that have been personalised, unless faulty.
Taking Care of Your Returns
We never re-sell returned items unless they are in pristine brand new condition, including labels and packaging, but it saddens us to think of any Jellycat animal never finding a loving home. Also, we try to refund you for returns as quickly as possible after receiving them, which is much easier if we receive paperwork identifying the original order. We ask you to help us take care of returned items by following our tried and tested returns process.
The Returns Process
• Please do not remove the tickets showing the item name and safety information;
• Please return all original packaging;
• Please use the original mailing bag/box to return the item(s) to us and seal securely to keep the item(s) safe;
• Please use the supplied Royal Mail return label to send back the item(s) free of charge from within the UK;
• From outside the UK, please use the supplied address label;
• Please enclose the Returns Form in your package;
• Please mark the reason for returning on the Returns Form. We use the information to improve customer service;
• If you have misplaced the original paperwork, please write down the original order number and enclose with the package. This will help our Customer Care team identify which order should be refunded. Your order number is shown on any of the emails you have received from us.
• Remember to get a proof of delivery at the post office and keep it safe, just in case of any non arrival.
If you are not able to follow the returns process exactly, don’t worry, but it just may take a little longer to complete the refund whilst out Customer Care team identifies any missing information.
Cost of Returns Postage
We want to ensure the cost of any return to us is kept to a minimum for you. Therefore:
• If you are returning your whole order we will always refund the whole original delivery cost
• If you are returning only part of an order, the original delivery cost will not be refunded
• If you are returning a whole or partial order from the UK, you can use the Postage Paid label to return it at our expense
• If you are returning a whole or partial order from the USA, please email [email protected] for a return label
• Please note that if you are returning a whole or partial order from outside the USA or UK, you will need to pay for the postage to return your order to us
Refunds
• Refunds are made in the original payment method. If you paid by credit or debit card, then only the same card will be refunded.
• After receiving your return, we will process your refund as quickly as possible, and send you an email to confirm.
• It will take a number of days for the refund to appear on your account, depending on the policy of the card issuing bank.
Our return policy does not apply to any items that have been personalised, or if any incorrect information has been provided to us during the ordering process. Due to the nature of personalised items, we are therefore unable to refund or exchange any embroidered items.
If your item arrives with you damaged or faulty please contact us directly at [email protected] or call us on 1-866-445-3559.
Your Happiness!
If for any reason you are not entirely happy with an order you have placed with us, please contact our Customer Care team:
1-866-445-3559 (Monday to Friday, 9am – 5pm) CST
or email [email protected]
Write to us at 800 Washington Avenue North, Suite 500, Minneapolis, MN 55401