We strive to meet and exceed your highest expectations with every item we sell and the customer service we provide. We understand that making a selection from a screen may not be an easy decision. If for any reason you need to cancel your order or make a return, we hope to make the process as simple as possible for you.
 

Cancellations

We give you the full right to cancel or return your order for any reason whatsoever. Once you have placed your order online, it is sent electronically to our Warehouse Team in the UK to pack and ship. Our team works very hard to process orders as quickly as possible, so if you would like to cancel your order, please contact us.

Phone: 1-866-445-3559 
Email: [email protected] 
 
If we receive your cancellation request before your order has begun processing, we will try our best to cancel your order and send you confirmation via email. If you paid by credit or debit card, please be assured your card will not be charged. If you paid using PayPal, we will refund your PayPal account in full.

If your order has already begun processing, it may not be possible to cancel. However, you are more than welcome to return your order once received. Please find more information below regarding our returns policy.
 

Returns

We accept returns at any time within 60 days of receipt for any reason, provided that the returned items are in the same condition as delivered.

If you are in the United States, please email [email protected] and we will gladly provide you with a prepaid shipping label to make your return.

If you are in Canada, you will need to pay for the shipping cost to return your order to us. Please send your return to our US office:
Jellycat Inc, Returns
800 Washington Ave N
Suite 500
Minneapolis, MN 55401
USA

If you are in the UK, please use the prepaid shipping label provided in your package.

If you are located anywhere else, you will need to pay for the shipping cost to return your order to us. Please send your return to:
Jellycat Ltd.
Hanger 1, Withersfield Road
West Wickham, Cambridgeshire
CB21 4SF

To help us quickly process your return, please follow our returns instructions:

  • Complete the Returns Form provided in your package and include with your return. If you have misplaced the original paperwork, please write down the original order number and item(s) being returned and enclose in your package;
  • Return all original packaging;
  • Do not remove any hang tags or sewn tags. Any returned items without sewn tags will not be eligible for a refund;
  • Use the original mailing bag/box to return the item(s) and securely seal to keep the item(s) safe;
  • Always obtain and keep the tracking information from your post office or chosen carrier for your return.


Please note, we cannot accept returns for personalized items unless faulty. We kindly ask you double check all information on your personalization preferences before checking out, as we cannot provide refunds or accept returns if incorrect information has been provided. If there is something wrong with your personalized Jellycat, please contact us.
 

Refunds

The original amount paid for the returned item(s) will be refunded when your return has been received by us within 30 days. If you are returning your full order, we will also refund any original shipping cost. Refunds are made to the original payment method. If you paid by credit or debit card, then only the same card will be refunded.
 

Exchanges

Unfortunately, we do not offer exchanges. You are welcome to place a new order for your preferred item(s) and return any unwanted items, knowing we will refund you for anything returned. If you place a new order, please be assured we will process your order as quickly as possible!
Please note, we are unable to refund or exchange personalized items, unless faulty.
 

If for any reason you are not entirely happy with an order you have placed with us, please contact us.