Terms & Conditions

Jellycat is committed to designing imaginative, well-crafted toys and related items that inspire fun, comfort, and creativity for customers across all age groups. The brand is operated by Jellycat Limited, a legally established company headquartered at Westworks Building, 195 Wood Lane, London, England, W12 7FQ. Our official registration number is 03591414, and our VAT identification number is GB 927290412. This website functions as an online storefront where visitors can explore our collections, learn more about our products, and complete purchases in a secure and straightforward environment. It is intended to provide a smooth shopping experience while giving customers direct access to our full product range.

The terms presented in this document set out the conditions under which you may use this site for purchasing goods. They outline the expectations and responsibilities of both Jellycat and the customer. By submitting an order on our website, you acknowledge and accept that you are entering into a legally enforceable agreement. For this reason, it is important that you review these terms carefully before deciding to place an order. If you encounter anything unclear or require further explanation, our customer support team is available to assist you. Certain parts of these terms, such as the sections explaining the limits of our liability, are especially important and should be read attentively.

Purchases may only be made by individuals who are at least 18 years old, acting as consumers, and able to pay through one of the methods we support. When submitting an order, it is the customer’s responsibility to provide accurate and complete information, including delivery details. Any mistakes in the information provided should be brought to our attention immediately so that they can be corrected before your order leaves our facilities. After you complete the checkout process, you will receive an automated email confirming that your order has been received. However, the actual contract between you and Jellycat is only formed once we send a separate confirmation indicating that your order has been accepted and dispatched. In rare cases, we may need to decline an order due to stock unavailability, pricing errors, or delivery restrictions. If this happens, we will notify you, and no payment will be taken.

Payments must be made using one of our approved payment options. In some cases, your bank or payment provider may place a temporary hold on the funds, but charges are only finalized once your order has been confirmed. Although product prices may occasionally change, any adjustments will not affect orders already placed. Prices shown on the website include VAT where applicable, though customers outside the UK should be aware that their local customs authorities may impose additional taxes or import fees. Ownership of the products is transferred to the customer only when full payment has been completed, including any applicable shipping fees.

Delivery is carried out through our designated shipping partners, and there may be limitations on where we can deliver. Shipping charges are calculated during checkout and are separate from the cost of the products themselves. While we provide estimated delivery windows, these are only estimates and cannot be guaranteed. Delays may occur due to circumstances beyond our control, such as adverse weather or transportation disruptions. If a delay exceeds three months, customers have the right to cancel the order and receive a full refund of all payments made.

Although we strive to present our products as accurately as possible, minor differences in appearance—such as variations in color or packaging—may occur. Customers ordering personalised products should verify that all details, including spelling and design selections, are correct before completing their order, as these unique items are created specifically for each customer and cannot be returned simply because the customer has changed their mind. Non-personalised products may be returned within 60 days under our return policy, provided they meet the required conditions. Items that are defective or not as described are eligible for a return, and in such cases, we will cover the cost of sending them back. Refunds are issued to the original payment method within 14 days once the returned products have been received and inspected.

Jellycat reserves the right to cancel an order if issues arise such as unsuccessful payment, refusal by the customer to cooperate with delivery, violation of these terms, or events outside our control. If an order is cancelled under these circumstances, any payments made will be refunded, though deductions may be applied if additional costs were incurred due to customer actions.

All personal information you provide during the ordering process is handled in accordance with our privacy policy and applicable data protection laws. Our responsibility for losses is limited to those that are reasonably foreseeable and does not extend to losses related to business operations. These terms are governed by English law; however, customers outside the UK continue to benefit from any mandatory protections offered by their local regulations. Disputes may be resolved in the customer’s local courts or through available EU alternative dispute resolution services. Rights under this agreement cannot be transferred without our approval, and if any section of these terms is found to be invalid, the remaining provisions remain fully enforceable. Failure to act immediately on a breach of these terms does not prevent us from enforcing our rights at a later time.

Through these terms, we aim to provide clarity about how ordering, payment, delivery, returns, and customer rights operate, ensuring that every customer can shop with confidence and fully understand their relationship with Jellycat.