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.
Please note, we are unable to process an exchange. 

If you ordered from the UK website, please use the prepaid shipping label provided in your package.

If you ordered from the USA & Canada website, please email [e-mail] and we are happy to help you initiate a return.

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

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.
Skippers Lane, 
West Wickham, Cambridge
CB21 4SF

United Kingdom

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.
• 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. 

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.

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.