Returns & Cancellations

Jellycat provides a return window that gives customers the flexibility to send back items within sixty days from the date they receive their order. This return option applies for any reason, provided that the products are in the same condition in which they originally arrived. Items that have been customised or personalised for the buyer are not eligible for standard returns unless a manufacturing fault is discovered. At this time, the company does not operate an exchange programme, so all approved returns are refunded rather than swapped for alternative products.

For customers living outside the United Kingdom—including those in Europe and other international regions—the responsibility of covering the postage costs for returning items rests with the buyer. Returned goods should be posted to Jellycat Ltd., Skippers Lane, West Wickham, Cambridge, CB21 4SF, United Kingdom. Customers located in the UK will find a prepaid return label included with their parcel; this label should be used when sending items back. Shoppers in North America who need a prepaid label may request one by emailing jellycatofficial@outlook.com so the return process can be arranged smoothly.

To help ensure that returned products are dealt with promptly, customers are encouraged to follow the return instructions carefully. Every return must include the original Returns Form supplied with the shipment. If the form has been misplaced, customers should place a written note inside the parcel with their order number and a list of the items being sent back. Items should also be repacked with any original packaging materials, including product tags. All sewn-in labels and hang tags should be intact; if these are removed, the item can no longer be processed for a refund. Using the same outer box or delivery bag that the order arrived in is recommended so the items remain protected during transit. Customers should also keep the tracking information issued by their postal service or chosen courier so the return can be monitored until it arrives safely at Jellycat’s facility.

Certain products require extra care when being returned. Small accessories such as stickers, pin badges, or keyrings must be unused and placed back into their original packaging to be considered for a refund. If an order is delivered damaged or contains an error, Jellycat asks customers to reach out quickly for support so that the issue can be resolved. Personalised products are only returnable when there is a confirmed defect. Because custom items cannot be altered once production begins, customers are advised to review all spelling, details, and design choices before completing the purchase.

Gift wrapping services also have specific conditions. If a customer decides they no longer want a gifted item or has simply changed their mind, the cost of gift wrapping cannot be refunded. However, if the gift arrives damaged or faulty, any gift wrapping charges will be reimbursed together with the item’s price. Following these guidelines helps guarantee that the return process remains fair, transparent, and efficient for everyone. By keeping items in their original condition and providing the required documentation, customers can expect their refunds to be issued promptly while Jellycat maintains quality control and product safety throughout the process.