Refund policy
14-Day Satisfaction Guarantee
At The Jellycat Collection, we want you to be completely happy with your purchase.
If for any reason you're not satisfied with your order, you may contact our support team within 14 days of delivery to request a return.
The 14-day return window starts from the date your order is delivered.
How to Start a Return
To request a return, please email us at:
shop@thejellycatcollection.com
Please include:
- Your order number
- A short explanation of your concern
- Clear photos of the product so our support team can assess the item's condition
Our team will review your request and reply within 1–2 business days with next steps and return instructions if the return is approved.
Items returned without approval from our support team will not be accepted.
Return Shipping
For change-of-mind or personal preference returns, the customer is responsible for the return shipping cost.
The Jellycat Collection does not cover return shipping unless the issue is confirmed to be due to a damaged, faulty, incorrect, or incomplete item.
We recommend using a tracked shipping service. The Jellycat Collection is not responsible for returned parcels that are lost, delayed, or damaged while being shipped back.
Shipping and Production
Order processing time: 1–3 business days
Estimated shipping times:
- United States & Canada: 7–12 business days
- Australia & New Zealand: 5–12 business days
- United Kingdom: 7–12 business days
- Worldwide: 8–15 business days
Delivery times may vary due to courier delays, customs, holidays, weather, or other situations outside our control.
Refund Requirements
To qualify for a full refund, all of the following must be met:
- The return request was made within 30 days of delivery
- The return request was approved by our support team
- The customer provided clear photos of the product for assessment
- The item was shipped back to the return address provided by our team
- The customer provided a valid return tracking number
- The customer sent a clear photo of the parcel before shipping it out
- The returned item was received and inspected by our returns team
- The item meets our return condition requirements
Refunds cannot be issued before the returned item is received and inspected.
Once approved, the refund will be sent back to the original payment method used at checkout.
The product assessment photos, return tracking number, and photo of the parcel before shipping must be emailed to shop@thejellycatcollection.com
Return Condition
For hygiene and quality reasons, returned items must be in acceptable condition.
We may refuse a return or reduce the refund if the item is:
- Heavily stained or soiled
- Torn or damaged
- Returned with strong odours
- Returned in an unsanitary condition
- Damaged due to misuse or improper care
Bundle and Promotional Orders
For bundle or promotional orders, such as Buy 1 Get 1 Free, all items included in the offer must be returned to qualify for a full refund.
If only part of the bundle is returned, the refund may be reduced based on the value of the items returned.
Free or discounted items must also be returned if the customer is requesting a full refund.
Damaged, Faulty, Incorrect, or Incomplete Orders
Please check your order as soon as it arrives.
If your item arrives damaged, faulty, incorrect, or incomplete, please contact us within 7 days of delivery at:
shop@thejellycatcollection.com
Please include:
- Your order number
- A short description of the issue
- Clear photos of the product
- Clear photos of the packaging
Our team will review the issue and may offer a replacement, refund, or another suitable solution.
Damage caused by misuse, improper care, or normal wear after use will not be considered a product fault.
Lost or Missing Orders
If your tracking shows that your parcel was delivered but you did not receive it, please contact us within 7 days of the marked delivery date.
We will review the issue and may investigate with the courier.
Reports made after 7 days may not be eligible for review due to courier claim limits.
Cancellations
If you wish to cancel your order, please contact us as soon as possible at:
shop@thejellycatcollection.com
Cancellations are easiest when requested within 24 hours of purchase.
Once the order has entered processing, packing, or shipping, cancellation may no longer be possible.
If the order can no longer be cancelled, it must be delivered first before any return request can be reviewed.
Exchanges
Exchanges are only available for unused items in their original packaging.
Used items are not eligible for direct exchange unless approved by our support team.
Please contact us first before sending any item back.
Optional Partial Refund
In some cases, our support team may offer a partial refund if the customer prefers to keep the item instead of returning it.
This option is not guaranteed and will depend on the order, item condition, and situation.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Final sale items
- Items returned without approval
- Items returned outside the 14-day return window
- Items that are heavily stained, torn, damaged, or unsanitary
- Items damaged due to misuse or improper care
- Partial bundle returns where free or promotional items are not returned
Refund Processing Time
Once your returned item is received, our team will inspect it within 1–2 business days.
If approved, your refund will be processed back to your original payment method.
Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
Refunds are issued in the original currency of purchase.
Policy Changes
The Jellycat Collection reserves the right to change and modify this policy without prior notice.
Contact Us
For return, exchange, or refund questions, please contact us at:
Email: shop@thejellycatcollection.com Response Time: Within 1–2 business days, Monday to Saturday
This policy was last updated in May 2026. The policy that applies to your order is the one active at the time of purchase.