Terms & Conditions
Jellycats is widely recognized for creating imaginative, well-crafted toys and related accessories that resonate with individuals of all ages. The brand is operated by Jellycats Limited, a registered company located at Westworks Building, 195 Wood Lane, London, England, W12 7FQ, under company registration number 03591414 and VAT number GB 927290412. Our official website acts as the primary point of access for customers who wish to explore our product lines, learn more about our designs, and purchase items safely through a secure and stable online system. The purpose of this document is to explain the conditions that regulate how the website should be used, outline the expectations that apply when interacting with our online services, and describe the terms that come into effect when an order is placed.
These terms serve to clarify the obligations and mutual understanding involved when purchasing from our online shop. They help ensure that customers are aware of what they are agreeing to when proceeding with a transaction, and they also define the commitments we make in return. By submitting an order, you are initiating a contractual relationship that becomes legally binding once we confirm that your purchase has been accepted and is being prepared for dispatch. For that reason, it is important to review these terms ahead of completing a purchase. If any part of this document seems unclear, our support team is available to explain or provide additional information. We encourage customers to pay particular attention to the parts addressing limitations of liability, as these sections outline the procedures for handling disputes or unexpected problems.
Only individuals acting as consumers, aged eighteen or older, may place orders through our website. Customers must ensure that all information provided during checkout, including names, delivery details, and contact information, is accurate at the time of submission. If errors are discovered afterward, we encourage customers to reach out immediately so that corrections may be made before the parcel enters the shipping process. When we receive an order, an acknowledgment email will be sent automatically to confirm that it has entered our system. This notice is not a contract confirmation. A binding agreement is established only when we officially accept the order and begin preparation for shipment. In certain cases, we may need to decline an order, such as when stock is unavailable, a pricing error has occurred, or when shipping restrictions prevent delivery. In these situations, customers will not be charged, and we will communicate the issue promptly.
Payments are processed through secure channels approved for online use. Some customers may notice a temporary hold or preauthorization on their account, which serves only to confirm that funds are available. Actual payment is completed once the order is accepted. Although prices on our website may change over time, any updates will not affect orders that have already been placed. VAT is included where legally required. International buyers may need to pay customs duties or additional taxes when receiving their orders, and these costs remain the responsibility of the recipient. Ownership of the purchased goods transfers only after payment has been fully cleared, including any shipping charges.
We work with reliable courier services to deliver orders, and available shipping options vary depending on destination. Delivery costs are shown during checkout, along with an estimated arrival timeframe. While these estimates provide a general idea of when your parcel may arrive, they are not guaranteed and may be affected by delays outside our control, such as weather conditions or transport disruptions. If a delay extends beyond three months, customers may request a cancellation and receive a complete refund.
Every effort is made to ensure that Jellycats products are accurately described and visually represented on our website. Nevertheless, slight differences in appearance or packaging may sometimes occur. Personalized items require extra attention during ordering, as these goods are produced specifically for the customer and cannot be returned simply because preferences change. Non-customized items may be returned within sixty days in accordance with our return guidelines. Items that arrive damaged, faulty, or incorrect may always be returned, and in such cases, we will cover the shipping cost. Refunds are issued within fourteen days after returned products have been received and reviewed, and the funds will be returned through the original payment method.
Jellycats reserves the right to cancel orders when payment is unsuccessful, when delivery repeatedly fails, when a violation of these terms occurs, or when circumstances beyond our control make fulfillment impossible. Any payments already made will be refunded, although deductions may apply when cancellation results from customer misuse or noncompliance.
Personal data collected during checkout is processed according to our privacy policy and in line with applicable data protection regulations. Our liability extends only to predictable losses that occur because of a breach of these terms and does not cover damages arising from commercial or business use. These terms are governed by English law, though customers continue to benefit from protections provided by the laws of their own country. Disputes may be handled through the customer’s local courts or, where applicable, through authorized EU dispute resolution processes. Rights or responsibilities outlined in this agreement may not be transferred without our written consent. If any part of these terms is found to be invalid or unenforceable, the remaining sections will remain fully in effect. A delay in enforcing any right outlined here does not imply that we waive the ability to enforce it later.
These terms are intended to ensure that customers have a clear and reliable understanding of how our ordering, payment, delivery, and returns procedures work, and they establish a consistent framework that supports every purchase made through our website.