Jellycat aims to make the returns process straightforward, supportive, and stress-free. The brand understands that sometimes a purchase may not meet expectations, and customers should feel confident that clear options exist for returning items. Products can be returned within sixty days of delivery for any reason, as long as they remain in the condition they were received. Items must be unused, undamaged, and complete, with all original components included. This ensures that returned products can be inspected properly, handled responsibly, and, where possible, prepared for future use. Personalised or customised items are generally not eligible for return unless there is a manufacturing fault, as they are made specifically for the 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. Assistance can be accessed via email, with step-by-step instructions provided. U.S. orders qualify for one free return shipping label per order. Any additional returns from the same order may require customers to cover shipping costs, balancing convenience with responsible handling of return logistics.
Proper preparation of items for return helps ensure a smooth process. Products should be returned in their original packaging wherever possible, including boxes, dust bags, tissue paper, and protective materials. All hang tags and sewn-in labels must remain attached, as items without these 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 keep tracking information to monitor the parcel and address any potential issues.
Certain products have specific return requirements. Small accessories, such as stickers, keyrings, and pin badges, must be unused and in their original packaging to qualify for a refund. Personalised items can only be returned if faulty, so customers should review customisation details carefully before placing an order, as changes cannot be made once production starts. Gift wrapping fees are non-refundable if a return is made because the item is no longer wanted, though these fees are refunded if the product arrives damaged or defective.
For orders placed via the United Kingdom or Rest of the World websites, customers should refer to the FAQs on the relevant site for region-specific return instructions. Procedures may vary 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 check all order details before completing checkout. Payment cards are only charged when an order is dispatched. Confirmation emails with tracking information are sent at shipment. If delivery is no longer required after dispatch, the package can be refused, and once returned and received, a refund will be issued.
Jellycat does not offer direct exchanges. Customers wishing to receive 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, transparent, and reliable process for all customers.