Returns & Cancellations

You may return your order within 60 days of receiving it for any reason, as long as the items are in their original condition. Personalised items are the only exception and cannot be returned unless faulty. Please note that exchanges are not available.

If you are located in Europe or outside the UK, you are responsible for the return shipping cost. Please send your package to:

Jellycat Ltd.
Skippers Lane
West Wickham, Cambridge
CB21 4SF
United Kingdom

Customers in the UK can use the prepaid return label included with their order. Customers in North America can request a prepaid label by emailing officialjellycat@gmail.com.

To ensure a smooth return process, please include the completed Returns Form with your package. If you no longer have it, include a note with your original order number and list of returned items. Make sure all original packaging is included, and do not remove any hang tags or sewn tags—items without sewn tags cannot be refunded. Use the original mailing bag or box, seal it securely, and keep a copy of the return tracking information in case the parcel is lost in transit.

Merchandise items such as stickers, pin badges, and keyrings must be unused and returned in their original packaging to qualify for a refund.

If your order arrives damaged or something is wrong with your item, please contact us so we can help resolve the issue.

Personalised items cannot be returned unless they are faulty, so please check all personalisation details carefully before confirming your order. Gift wrapping charges are non-refundable if you decide to return or no longer want your purchase, but if the item or wrapping arrives damaged, we will happily refund the wrapping fee.