We'll use the email address that you've provided to update you about your order. This could be an address linked to your PayPal account. We receive many orders with misspelled domains such as hotmial and gnail, and therefore we're unable to send you automated emails. Finally, please check your spam/junk mail folders.
Where will I find my receipt..?
We'll update you via email just as soon as your order has been despatched. We'll also attach a full PDF VAT receipt for your records when your order has been completed. You can also log in to your Jellyexpress account at any time to review your orders or download VAT receipts.
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 accordance with the delivery service selected. Please note, the saver delivery option does not include tracking.
To check the status of your order, just sign in at the top of the page, then click on Your Account followed by Order Information
In Progess means that our team are preparing your order for despatch or your order is pending the arrival of out of stock and/or pre-ordered designs.
Completed means that your order has left our warehouse. You'll receive an email confirming despatch. Depending on your chosen delivery method, you may also receive a tracking reference.
Have you ordered a Jellycat displayed as out of stock..?
Have a quick look at the product page and check your order confirmation email, that should help you out. We accept orders for products displayed as out of stock as many designs are in great demand, thus ensuring that you receive your Jellycats as quickly as possible. We'll get your order to you as quickly as possible and update you just as soon as it's been despatched.
International orders
International orders are despatched when all designs in your order are available.
Designs displayed as available at the time of your purchase will be reserved pending the arrival of out of stock and/or pre-ordered designs. Should you wish to have your order despatched as multiple parcels then simply add additional postage to your order here: International Postage.
We know that you love your Jellycats! Regretfully though we have to retire some of our older designs to make way for brand new Jellycats. Further details about our retired designs can be found here Retired Jellycats.
In the unlikely event that we're temporarily out of stock, we'll contact you within 24 hours. Please note that we won't contact you if the product was displayed as out of stock at the time of your order.
Have you ordered a Jellycat displayed as out of stock..?
Our lovely Jellycats are hugely popular and whilst the availability is displayed on each product page, it's possible that you may have missed it. Have a quick look at the product page and check your order confirmation email, that should help you out.
When will you despatch my order, the estimated date has passed..?
We despatch all orders immediately upon arrival with ourselves, so please be assured that we'll update you the very same day. If you would prefer to speak with our customer service team for an update then please don't hesitate to give us a call, we're here to help.
Can I change my order so I don't have to wait..?
Of course. Simply call our customer service team so that we can assist in changing your order for immediate despatch.
When a product is temporarily unavailable the product page will say out of stock. We will (where possible) display an estimated due date too. Please note that dates are estimations based on shipping forecasts and are subject to change. These changes are outside of our control. We'll still get your order to you as quickly as possible and update you just as soon as it's been despatched.
If you've selected a delivery service that includes tracking we'll let you know what your tracking reference is at the time of despatch. Tracking is updated as your order navigates the Royal Mail network. If you track your order before the initial Royal Mail scan your tracking reference will not be recognised. Simply try again later.
Don't worry, no paperwork relating to your order (or price information) is enclosed within your gift. Your receipt is emailed directly to you when your order is completed. You can also log in to your Jellyexpress account at any time to review your orders or download VAT receipts. If you want to include a gift message with your order then please see our Gift Bags & Cards.
Our Bashful Bunnies (including Blossoms) are measured from the top of their heads to the tips of their toes whilst they’re lying down. The ears are not measured.
The Royal Mail will endeavour to deliver your order as soon as possible. Your understanding and patience are greatly appreciated at this challenging time. Further details can be found on the Royal Mail website: royalmail.com/coronavirus.
We hope you love your Jellycats, but sometimes they might simply be too small, too big or you've simply changed your mind. For further details about exchanging and/or returning your Jellycats, please visit our Returns Centre.
Free & Next-Day Delivery Options Available
Order Before 5:30pm for Same Day Despatch
Easy, Hassle Free Returns
