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 selecting from a screen only is no easy decision! Therefore, if for any reason you need to cancel your order or make a return, we hope to make the process as simple and efficient 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, it is sent electronically to our dispatch team in the UK to quickly prepare and ship. If you would like to cancel your order, please contact us as soon as you can.

USA – 866-445-3559 (Monday to Friday, 9am – 5pm CST) or email [email protected]

UK – (0)8450 344556 (Monday to Friday, 9am – 5pm UK time) or 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 item(s) are in the same condition as delivered, except for personalized items.

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.
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,
Skippers Lane
West Wickham
Cambridgeshire
CB21 4SF
United Kingdom
 

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

  • Complete the Returns Form provided in your package and include it with your return. If you have misplaced the original paperwork, please write down the original order number and item(s) being returned and enclose them 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 do not refund gift wrapping charges if your gift is unwanted or if you have changed your mind. If your gift is damaged or faulty, we will gladly refund any gift-wrapping charge. 

*We cannot accept returns for personalized items unless they are faulty. We kindly ask you to 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 you have received a faulty or damaged personalized item, please contact us directly.

 

EXCHANGES

We do not offer exchange of goods, but you are free to place a new order for a preferred item, safe with knowledge that we will refund you for any returned item(s). If you wish to replace your returned item(s) for a different item(s), we will process your new order as quickly as we can.

 

Your Happiness!

If for any reason you are not entirely happy with your order, please contact our customer care team:

USA – 866-445-3559 (Monday to Friday, 9am – 5pm CST) or email [email protected] 

UK – (0)8450 344556 (Monday to Friday, 9am – 5pm UK time) or email [email protected]
*This is a standard number which will be charged at the normal, local, national or international rate  according to where you are calling from