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Delivery & Returns

UK Delivery

Charges and options

UK Saver

2 - 3 Days Delivery
Delivery Confirmation
FREE with orders over £50

£3.95

UK Tracked 48

48 Hrs Delivery Aim
GPS Tracking
SMS/Email Notification
Inflight Options & Safeplace*

£4.95

UK Tracked 24

24 Hrs Delivery Aim
GPS Tracking
SMS/Email Notification
Inflight Options & Safeplace*

£6.95

UK Special Delivery

24 Hrs Guaranteed Delivery
GPS Tracking
SMS/Email Notification
Signed Proof of Delivery

£10.95

Order Before 5:30pm for Same Day Despatch

We want you to receive your Jellycats as quickly as possible & we'll despatch them the day we receive your order (before 5:30pm), Monday to Friday (excluding public holidays). In the unlikely event that we are out of stock, we will contact you within 24 hours. Once we deem payment cleared, the order will be despatched in accordance with the delivery service selected.

Royal Mail Inflight Options & Safeplace*

With Royal Mail Tracked 48/24 you can ask for your order to be left in any secure, weatherproof area of your property, as long as it's easily accessible for the Royal Mail. Alternatively, you can nominate a near neighbour to receive delivery of your order.

Royal Mail Delivery Aim

The Royal Mail aim to deliver your order within the specified timeframe (working days). Our UK Special Delivery option includes a money-back guarantee for delayed delivery. For exclusions, please see the Royal Mail website.

International Delivery

Charges and options

Europe (EU)

3 - 5 Days Delivery
Online Delivery Confirmation
End-to-End Tracking
Signed Proof of Delivery

£15.95

Worldwide (non-EU)

5 - 7 Days Delivery
Online Delivery Confirmation
End-to-End Tracking
Signed Proof of Delivery

£25.95

International sales

If you are importing any of our goods you acknowledge that you are solely responsible for compliance with importing laws and requirements of the country to which the goods are shipped and this is entirely at your own expense and risk.

In addition to the purchase price of the goods you accept full responsibility for any and all handling charges, shipping cost, insurance, import duties, fees, liabilities and tax/duty costs, which may arise or apply to your order and transportation. The maximum weight for an International Parcel is 2Kg and the maximum size can not exceed 90cm (Length + Width + Depth). If your order is over 2Kg and can be split and shipped as individual parcels, each parcel will be chargeable at the prevailing rate. If your order can not be split, we will provide you with the most competitive quote obtained from FedEx/UPS or similar.

Duty payments

Products delivered outside the UK may be subject to taxes, fees, levies or other charges, which are imposed by local legislation. The recipient of the products is responsible for all customs formalities for their export and import, and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, not the person who's ordered them, will receive a separate request for payment of these charges.

If you're ordering products to be delivered to someone else, please make sure they're aware they'll be responsible for these additional charges. Unfortunately we have no control over these charges and cannot predict what they may be, so we’re unable to offer any assistance on these processes. We'd advise that you check the import charges applicable in any country before ordering products to be delivered there.

Payment and VAT

Payment for products and delivery services is to be made in pounds Sterling. All prices shown on the website for both products and delivery services are inclusive of any applicable UK VAT.

Where you've requested delivery to an address outside the UK, the price paid for the product and the delivery service will normally be zero-rated, with no UK VAT chargeable on either.

Order and Returns Information

Change or cancel an order

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it.

If you’d like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please Contact Us. To cancel an International order (in full or part), please be advised that a 7.5% administration charge will be deducted from your refund.

If your order has already been despatched or delivered, then you’ll need to follow our Returns procedure in the event of any unwanted products.

Track your order

To check your order status, just sign in at the top of the page, then click on Your Account followed by Order Information

In Progess means your order hasn't been processed yet.
Completed means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen delivery method, you may also receive a tracking reference.
Cancelled means your order has been cancelled either by you or us.

If your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please e-mail our Customer Service team or telephone us on 0345 226 2227.

Your purchase history

To find out more information on your past orders, please sign into your account.

Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order online. If your order has been despatched but hasn't arrived within the expected time period, please e-mail our Customer Services team, or call us on 0345 226 2227. Any claim for non-delivery must be made in writing within 30 days of despatch.

If your order arrives and the goods are damaged, please call us on 0345 226 2227.

Returns procedure

To exchange or return your order, please visit our Returns Centre.

Refund Policy

We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions above, and we'll exchange or refund it. Please see below for products excluded from this policy.

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 days of receipt. This includes the basic saver delivery charge, but excludes the products listed as exceptions below.

Condition of returns

It's important that returned items are in the best possible condition, so please take reasonable care of them.

Please ensure that returned items are securely packaged to ensure that they don’t get damaged in transit. If they do become damaged due to poor packaging, or if you’ve reduced the value of the items, e.g., removed the cardboard tags, we’re unable to offer a refund.