How do I make a return?

We accept returns at any time within 60 days of receipt for any reason, provided that the returned item(s) are in the same condition as delivered, with the exception of personalized items. Please note, we are unable to process an exchange.

If you ordered from the USA & Canada website, please email customerservice@jellycats.com and we are happy to help you initiate a return.

Please note We only offer free returns for orders shipped within the US.

To help us quickly process your return, please follow our returns instructions:

Return all original packaging;
Do not remove any hang tags or sewn tags. Any returned items without sewn tags will not be eligible for a refund;
Use the original mailing bag/box to return the item(s) and securely seal to keep the item(s) safe;
Always obtain and keep the tracking information from your post office or chosen carrier for your return in case of any non-delivery.
Merchandise items (Stickers, pin badges and key-rings) must be unused and returned in their original packaging or will not be eligible for a refund.
Please note that we cannot accept returns for personalized items unless they are faulty. We kindly ask you double-check all information on your personalization preferences before checking out, as we cannot provide refunds or accept returns if incorrect information has been provided. Please also note, we do not refund gift wrapping charges if your gift is unwanted or if you have changed your mind. If your gift is damaged or faulty, we will gladly refund any gift-wrapping charge.

Can I cancel my order?

Once your order has been placed, we are unable to cancel or edit orders so please ensure all details are checked correctly at checkout.

Your card payment is not charged until dispatch of your order.

Once you your order has been dispatched, you will receive a confirmation email with tracking details. We can advise to refuse the delivery where your package will be returned to sender and a refund will be processed or please visit our return options.

Can I edit my order?

Once your order has been placed, we are unable to cancel or edit orders so please ensure all details are checked correctly at checkout.

Your card payment is not charged until dispatch of your order.

Once you your order has been dispatched, you will receive a confirmation email with tracking details. We can advise to refuse the delivery where your package will be returned to sender and a refund will be processed or please visit our return options.

Can I exchange an item from my order?

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We are unable to offer exchanges but we will happily offer a refund for any returned item(s). Refunds are issued to the original payment method, so please keep this in mind when returning a gifted Jellycat.
Further information on how to process a return can be found here.