Returns & Cancellations

Jellycats provides a returns policy designed to give customers peace of mind when shopping, ensuring that every purchase feels secure and flexible. Buyers have up to sixty days from the date their order is delivered to send an item back, provided that the product is in the same untouched state as when it originally arrived. This means that the item must be clean, free from damage, and without any evidence of wear or handling. Products that have been created especially for an individual, such as personalized or custom-made pieces, follow different guidelines. Because these items are uniquely produced and cannot be placed back into general inventory, they are only eligible for return if they arrive with a manufacturing flaw or another clear defect. Jellycats does not offer direct exchanges; therefore, any return that qualifies under the policy is issued as a refund once processed.

Customers who live outside the United Kingdom, including those in Europe and other international destinations, are responsible for covering the cost of postage when shipping their returns. All international parcels must be sent to the following address: Jellycats Ltd., Skippers Lane, West Wickham, Cambridge, CB21 4SF, United Kingdom. Shoppers located within the UK will find a prepaid return label included with their original order, and this label should be used when sending items back for processing. Customers based in North America may email jellycatofficial@outlook.com to request a prepaid return label, which helps simplify the process and ensures the return is handled efficiently.

To support quick and accurate handling of returned merchandise, customers are asked to follow the step-by-step instructions included with their shipment. Each delivery contains a Returns Form, which must be completed and placed inside the parcel being sent back. If the form is missing, a handwritten note may be substituted as long as the order number and details of the items being returned are clearly listed. Products must be packaged with all original materials, and every tag—both attached hangtags and sewn-in labels—must remain present and undamaged. Items that are missing tags cannot be approved for refunds. For the best protection, customers should ship items using the original box or mailing bag whenever possible. It is also recommended to keep tracking information from the courier, as Jellycats cannot take responsibility for packages that are lost in transit.

Some types of items require particular care when returning them. Products such as stickers, keyrings, and pin badges must remain factory-sealed and unused. If the packaging has been opened or shows any signs of handling, the item will not meet the criteria for a refund. If an order arrives with visible damage or if a defect is discovered after opening the parcel, customers should reach out to the Jellycats support team promptly for assistance. Personalized products may only be returned if they contain defects, so customers are encouraged to review their customization details carefully before placing their order.

Gift wrapping fees are non-refundable in situations where the customer simply chooses not to keep the item. However, if the product or the wrapping itself arrives damaged or faulty, Jellycats will issue a refund for both the item and the wrapping service. These policies are in place to maintain a consistent and fair system for all customers while ensuring that all returned merchandise meets the company’s quality expectations. By following the provided steps and guidelines, customers can expect their refunds to be processed smoothly and accurately, promoting a dependable and reassuring return experience for shoppers across the globe.