Delivery

Orders placed through jeliycat.shop are prepared by our warehouse team and handed over to a delivery service for transportation to the address provided during checkout. Our delivery process is designed to help customers receive their soft toys safely and conveniently. This page provides general information about order preparation, shipping charges, estimated delivery periods, tracking notifications, and the steps to take if a parcel is delayed or arrives with visible damage. Understanding how each stage works can help you plan your purchase and know what to expect after placing an order.

Order processing begins once your purchase has been submitted successfully. Our warehouse staff need time to locate the selected products, check the order details, prepare the items, and package them for transportation. Packing activities normally take place on business days, so orders submitted during weekends or public holidays may not enter the preparation stage until the next working day. The time required to prepare an order can vary depending on product availability, order volume, and warehouse operations. Please allow sufficient time for these activities before expecting a shipping confirmation.

After your parcel has been prepared, it will be transferred to the selected delivery partner. A tracking notification may be sent when a shipping label has been created or the parcel has entered the dispatch process. Please be aware that creating a label does not always mean the package is already moving through the carrier’s network. Tracking information may take additional time to display its first update while the delivery partner collects, scans, and processes the shipment. Delivery estimates generally begin from dispatch rather than the original payment date, so the order preparation period should be considered separately.

When entering your delivery information, please check that your full name, street address, building number, apartment or unit number, postal code, and contact details are accurate. Missing or incorrect information can make delivery more difficult and may result in additional delays. If you discover an error before receiving your tracking notification, contact our support team as soon as possible at [email protected]. Include your order reference and explain which information needs to be corrected. Once a parcel has been assigned to a carrier or dispatched, changes to the destination may no longer be possible through our store.

Our correspondence address is Westworks Building, 195 Wood Lane, London W12 7FQ, United Kingdom. You may use this address for relevant written inquiries. Telephone assistance may be available at +44 (0)3330 040900 where this contact option is listed. For questions about a specific shipment, email is a convenient way to provide the information needed to identify your purchase. Please include your order number whenever possible, as this helps us locate the correct transaction more efficiently than searching by product or character name alone.

Shipping costs and available delivery options are displayed during checkout. The amount shown at the time of purchase applies to the selected service, subject to the terms presented before the order is completed. Please review these details carefully before confirming payment. Shipping charges may be treated as non-refundable once a shipping label has been generated or the dispatch process has progressed, in accordance with the applicable order and refund terms. Delivery services can vary according to the destination, and certain addresses, including some post office boxes, may not be eligible for every available shipping method.

Estimated arrival times depend on the destination and the delivery partner’s transportation network. Deliveries to remote locations or areas with limited carrier coverage may require additional time. Severe weather, public holidays, transport interruptions, unusually high parcel volumes, and other circumstances outside normal operations can also affect the expected arrival date. Although we aim to support a smooth delivery experience, estimated dates should not be regarded as guaranteed arrival times unless the selected service explicitly provides a delivery commitment and all relevant conditions are satisfied.

If you are purchasing a soft toy for a birthday, holiday, or another special occasion, we recommend ordering well in advance. Allow time for both warehouse preparation and transportation, particularly when the delivery address is far from the dispatch location. Selecting a faster shipping service, when available, may help reduce transit time, but it cannot eliminate every possible delay. Unless a specific guaranteed delivery service is offered and its conditions are met, we cannot assure that an order will arrive on a particular celebration date.

Some orders may arrive in separate parcels even when all products were purchased in a single transaction. This can happen when different items are stored in separate warehouse locations or require different packing arrangements. In these circumstances, one order may have multiple tracking references, and the parcels may reach the destination on different days. Please check every shipping notification and package slip carefully before reporting an item as missing. If only part of your order arrives, compare the tracking information for each shipment to determine whether the remaining products are still in transit.

If tracking shows that a parcel has been delivered but you cannot locate it, first check with other household members, reception staff, building management, or anyone else who may have accepted the delivery. Look around the designated drop-off area and review any delivery instructions associated with your address. If the parcel remains missing, contact the delivery partner using the tracking reference and request further information about the delivery scan. You may then email our customer support team with your order number, tracking code, and a summary of the steps already taken so that we can provide appropriate guidance.

Please inspect your package when it arrives. If the outer carton is crushed, torn, wet, or otherwise visibly damaged, take clear photographs of the packaging before discarding it. Where possible, photograph the shipping label and the affected area as well. Keep the original packaging and any relevant inserts until the matter has been resolved, especially if you may need to request a return or report damage. Photographs and order details can help explain the condition in which the parcel arrived and make it easier for the support team to review your concern.

Customers purchasing gifts may wish to enter their own contact information for shipping updates, provided the delivery details remain accurate and comply with the carrier’s requirements. This can help preserve a surprise and allow the purchaser to follow the shipment without requiring the recipient to handle tracking inquiries. However, if the recipient will be responsible for receiving the parcel, ensure that the delivery address and any necessary contact information are suitable for the delivery service.

For orders forwarded to another country or passed through a separate forwarding company after reaching the original checkout address, additional transportation arrangements may apply. Import duties, local taxes, customs inspections, and delays associated with the onward journey may be determined by the destination country’s rules and the forwarding provider. Our store’s shipping updates generally relate to the original delivery address entered at checkout, and tracking beyond that point may need to be obtained from the forwarding service. Customers should check the relevant requirements before arranging international forwarding.

We appreciate your patience while our warehouse staff and delivery partners work to transport your order. If you have questions about shipping charges, tracking updates, delivery delays, address corrections, or parcel damage, please contact [email protected] and provide your order number along with any relevant tracking details. Our customer support team will review the information you share and help clarify the next appropriate steps. By checking your delivery details carefully, monitoring each tracking reference, and keeping any relevant packaging until your order has been confirmed as received in satisfactory condition, you can help make the delivery process more straightforward.