Can I cancel my order?

We give you the full right to cancel your order for any reason whatsoever. Once you have placed your order, it is sent electronically to our dispatch team in the UK to quickly prepare and ship. 

If you would like to cancel your order, please contact us as soon as you can.

Sometimes orders have progressed too far and it may not be possible to cancel your order. However, you are more than welcome to return your order for a refund. For more information on making a return, please see our returns policy here.

Can I edit my order?

Our automated system will mean your order is picked and packed quickly. So, it may not always be possible for us to edit an order but please be assured, we will always try our best.

If you would like to edit your order, please do contact us as soon as you can!

Please kindly note, we cannot take additional payment or add to an order that is already placed. 

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 personalised items.

If you are in the UK, please use the prepaid shipping label provided in your package.

If you are in the United States, please email customerservice@jellycat.com and we will gladly provide you with a prepaid shipping label to make your return.

If you are in Canada, you will need to pay for the shipping cost to return your order to us. Please send your return to our US office:
Jellycat
800 Washington Ave N
Suite 500
Minneapolis, MN 55401
USA

If you are located anywhere else, you will need to pay for the shipping cost to return your order to us. Please send your return to:
Jellycat Ltd.
Hanger 1, Withersfield Road
West Wickham, Cambridgeshire
CB21 4SF

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

• Complete the Returns Form provided in your package and include it with your return. If you have misplaced the original paperwork, please write down the original order number and the item(s) being returned and enclose it in your package;
• 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.

If your order arrives damaged or if there is anything wrong with your Jellycat, please contact us. 

Please note, that we cannot accept returns for personalised items unless faulty. We kindly ask you double check all information on your personalisation preferences before checking out, as we cannot provide refunds or accept returns if incorrect information has been provided.

Can I exchange an item from my order?

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.