Jellycat aims to make returns straightforward, supportive, and hassle-free. The brand understands that sometimes a purchase may not meet expectations, and customers should have clear, reliable options for returning items. Products can be returned within sixty days of delivery for any reason, as long as they remain in the condition received. Items must be unused, undamaged, and complete, with all original parts, components, and packaging intact. This allows returned products to be properly inspected and, where possible, prepared for future use. Personalised or customised items are generally not eligible for return unless a manufacturing defect is present, since these items 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 is provided via email with detailed instructions for returning items. U.S. orders are eligible for one complimentary return shipping label per order. Any additional returns from the same order may require customers to cover shipping costs, balancing convenience with responsible management of return logistics.
Preparing returned items carefully helps ensure 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 missing these identifiers cannot be refunded. Reusing the original shipping box or mailer is recommended, and packages should be securely sealed to protect the contents during transit. Customers are encouraged to retain tracking information to monitor delivery progress and address any potential issues.
Some 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 defective, so customers should review customisation details carefully before ordering, 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, but these fees are refunded if a product arrives damaged or faulty.
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 vary depending on location and shipping arrangements, and guidance is provided accordingly.
Once an order is placed, it cannot be edited, cancelled, or modified. Customers should confirm all order details before completing checkout. Payment cards are charged only when the order is dispatched, and confirmation emails with tracking information are sent at the time of shipment. If a delivery is no longer wanted after dispatch, the package can be refused; once returned and received, a refund will be processed.
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 and transparent experience for all customers.