Jellycat strives to make returns simple, supportive, and stress-free. The brand recognises that sometimes a purchase may not meet expectations, and customers should feel confident knowing there are clear options for returning items. Products may be returned within sixty days of delivery for any reason, provided they remain in the condition received. Items must be unused, undamaged, and complete, with all original parts and components included. This ensures that returned products can be inspected, handled responsibly, and, when possible, prepared for future use. Personalised or customised items are generally not eligible for return unless a manufacturing fault is present, as they are made specifically for an individual customer.
For orders placed through the United States or Canada websites, Jellycat’s customer care team is available to guide customers through the return process. Support can be reached via email, providing step-by-step instructions and return details. U.S. orders are eligible for one free return shipping label per order. Additional returns from the same order may require customers to cover the cost of shipping, helping to balance convenience with responsible management of return logistics.
Careful preparation of returned items is essential for a smooth process. Products should be returned in their original packaging whenever possible, including boxes, dust bags, tissue paper, and protective materials. All hang tags and sewn-in labels must remain attached, as items without these labels cannot be refunded. Reusing the original shipping box or mailer is recommended, and packages should be sealed securely to protect contents during transit. Customers are encouraged to retain tracking information to monitor the parcel’s progress and address any potential issues.
Some product types have specific return conditions. Small accessories like stickers, keyrings, and pin badges must be unused and in their original packaging to qualify for a refund. Personalised products can only be returned if faulty, so customers should review customisation details carefully before completing an order, as changes cannot be made once production begins. Gift wrapping fees are non-refundable if a return is made simply because the item is no longer wanted, though these fees are refunded if a product arrives damaged or defective.
For orders placed through the United Kingdom or Rest of the World websites, customers should consult the FAQs on the relevant site for region-specific return instructions. Return procedures may differ depending on location and shipping arrangements, and guidance is provided accordingly.
Once an order is placed, it cannot be edited, cancelled, or changed. Customers should verify all order details before completing checkout. Payment cards are only charged once an order is dispatched. Confirmation emails with tracking information are sent at the time of shipment. If delivery is no longer desired after dispatch, the package can be refused and, once returned and received, a refund will be processed.
Jellycat does not provide direct exchanges. Customers wishing for a different item should return the original purchase for a refund and place a separate order for the new item. All refunds are issued to the original payment method, ensuring a consistent and transparent process for all customers.