How do I make a return? – Jellycat Ecommerce

Returns Policy

We accept returns within 30 days of receipt for any reason, provided the items are in the same condition as delivered. Personalised items are excluded unless faulty. Please note, we cannot process exchanges.

We have extended our returns for the holiday season.

Any order placed between November 1 and December 31, 2025, will be able to make a return until January 31, 2026. Please note, we cannot accept personalised returns, and items must be in their original condition.

UK Orders

Use the prepaid shipping label provided in your package.
Alternatively, you can create your own UK return label via Royal Mail: Create a UK Return Label.

USA & Canada Orders

Email customerservice@jellycat.com to initiate a return.
Free returns are only available for orders shipped within the US.

Orders from Other Locations

You are responsible for shipping costs to return your order.
Return address:
Jellycat Ltd.
Skippers Lane
West Wickham, Cambridge
CB21 4SF
United Kingdom

Return Instructions

To help us process your return quickly:

Complete the Returns Form included in your package. If missing, write your order number and the item(s) being returned and include it in the package.
Return all original packaging.
Do not remove hang tags or sewn tags; items without sewn tags will not be refunded.
Use the original mailing bag/box and securely seal to protect your items.
Keep tracking information from your post office or carrier.
Merchandise items (stickers, pin badges, key-rings) must be unused and returned in original packaging.

Damaged or Faulty Items

If your order arrives damaged or incorrect, please contact us immediately.

Personalised Items

Returns are not accepted unless the item is faulty.
Please double-check all personalisation details before checkout.

Gift Wrapping

Gift wrapping charges are non-refundable if unwanted or if you change your mind.
We will refund gift-wrapping charges if the gift is damaged or faulty.