Returns

Our return policy is designed to help customers request a return for eligible soft toys purchased through jeliycat.shop. If an item does not meet your expectations, please review the applicable return conditions before sending it back. Eligible products may generally be considered for return within thirty days, provided they meet the requirements outlined in this policy. We encourage customers to inspect their purchases carefully upon arrival and contact our support team if they have questions about eligibility or the appropriate return procedure.

Before arranging a return, please contact us by email at [email protected] and provide your order number, the name of the character you purchased, and a brief explanation of your request. If the product appears damaged or defective, please describe the issue and attach clear photographs showing the affected area. Images of a damaged seam, missing component, hole, or other visible problem can help our team understand the situation and determine the appropriate next steps. Including a photograph of the product’s identification tag may also help us distinguish between similar characters or product variations.

Please wait for instructions from our customer support team before mailing anything back. Written correspondence may be sent to Westworks Building, 195 Wood Lane, London W12 7FQ, United Kingdom, and telephone assistance may be available at +44 (0)3330 040900 where this contact option is listed. However, the correspondence address should not automatically be treated as an authorized return destination. Sending a parcel without prior confirmation may delay identification and processing because the package could arrive without the information needed to associate it with your original purchase.

To qualify for an ordinary return, a product should generally remain unused, clean, complete, and in a condition that allows it to be inspected fairly. Please take care to protect the toy from dirt, stains, smoke, strong odors, and pet hair while deciding whether to keep it. Original tags should remain attached whenever they were supplied with the item. Any accessories, packaging components, or other parts included with the original purchase should also be retained when required by the applicable return conditions. Missing components or signs of substantial use may affect the outcome of your request.

Opening a package to inspect a toy does not necessarily mean that the product can no longer be returned, but the condition of the item and its original presentation may influence eligibility. Customers purchasing special collector editions or products supplied in display boxes should take particular care before opening or altering the packaging. If a product listing identifies the box as an important part of the edition, removing seals or opening a display window may affect whether the complete item remains eligible for return. If you are uncertain about a particular product, please ask our support team before opening packaging that you believe may be significant to its value or presentation.

We recommend avoiding washing, heating, or otherwise treating a toy before returning it unless our team specifically provides instructions for handling a reported defect. Cleaning products, water, and high temperatures can affect fabric, fur texture, stitching, shape, and stuffing. An item that was originally unused may become more difficult to assess after such treatment. If your product arrived with a visible problem, leave it in its current condition where practical and send photographs that clearly show the issue. Our team can then advise you on the appropriate handling procedure.

If your return request is approved, you will receive instructions explaining how to prepare and send the parcel. Please use the return label and packing method provided or authorized by our team. Package the toy carefully so it remains protected throughout transportation. Avoid compressing the product excessively or placing it in packaging that could damage its shape or surface. If the original packaging is available and suitable for transport, retaining it may help protect the item during the return journey.

After handing the parcel to the designated delivery service, keep your tracking reference and any proof of postage until the return has been fully processed. Tracking information can help establish whether the parcel has entered the carrier’s network and when it reaches the designated return location. However, a delivery scan does not necessarily mean that the refund has already been approved. The returned item may need to be received, identified, and inspected before a final decision can be made.

Once the return arrives, our team will review the product’s condition and check whether it meets the relevant eligibility requirements. If the toy is clean, complete, and consistent with the approved return request, the refund can proceed in accordance with the applicable policy. If the inspection identifies substantial use, missing components, damage caused after delivery, or other conditions that make the item ineligible, the refund may be declined where permitted by law. In such circumstances, our team may contact you to explain the outcome and discuss the available options, which may include arranging for the item to be sent back to you.

Approved refunds are generally issued to the original payment method used for the purchase. The time required for the funds to appear in your account depends on the payment provider, card issuer, or financial institution involved. Although we aim to process approved returns promptly, additional processing time may be required after the refund has been submitted. Please allow time for these external systems to complete the transaction before assuming that a refund has failed to arrive.

Where a replacement is available and appropriate, our team may discuss this option with you instead of, or in connection with, a refund request. Replacement availability depends on current stock and the terms applicable to your purchase. A replacement shipment is handled as a separate delivery movement and may have its own processing and transportation period. We cannot guarantee that an identical character will be available if the original product has sold out or is no longer offered.

Please note that this return process applies to purchases made directly through jeliycat.shop. If you purchased a product from another retailer, marketplace, or independent seller, you should contact the original seller to arrange a return or refund. Our store can generally review refunds only for transactions processed through our own checkout system. Keeping your order confirmation email is therefore important, as it helps establish where the purchase was made and allows our team to locate the correct transaction.

For gift purchases, refunds are ordinarily returned to the original purchaser’s payment method. If you received a toy as a gift and would like to return it, we recommend discussing the request with the person who placed the order before contacting us. This can help avoid confusion about payment records and refund arrangements. We also aim to respect the privacy of gift recipients and avoid unnecessary contact with them unless communication is required to resolve a delivery problem or another relevant issue.

When contacting our customer support team, please place your order number near the beginning of your message and include the character name, a description of the issue, and any useful photographs. Clear information helps us identify the transaction and assess your request without unnecessary delays. Please do not include full payment card numbers, security codes, or other sensitive financial information in your email.

We understand that returning a treasured soft toy can be disappointing, particularly when it was intended as a gift or added to a personal collection. Our goal is to make the process understandable and fair by explaining the requirements, providing clear instructions, and reviewing each eligible request according to the applicable conditions. If you need clarification before sending a parcel, please contact [email protected] and wait for guidance from our team. Reviewing the return requirements in advance and keeping the original order information and packaging where possible can help make the process smoother for everyone involved.