Returns & Refund Policy
Changed your mind? You have 14 days.
1. Your right to return (14 days)
You can cancel your order and return any item within 14 days of the day you receive it, without giving a reason. This is in addition to, and does not affect, your statutory rights under UK consumer law.
2. How to return an item
- Email us at contact@jellyplushies.co.uk within 14 days of delivery with your order number and the item(s) you want to return.
- We reply with the return address and instructions.
- Send the item back within 14 days of telling us, well packed. Please keep proof of postage and the tracking number.
3. Condition of returned items
Items should be returned unused, unwashed and, where possible, in their original packaging. If an item has been handled more than is needed to inspect it, we may reduce the refund to reflect the loss in value.
4. Return postage
The customer pays the cost of returning an item, unless the item is faulty, damaged or not what you ordered. In that case we cover the return cost.
5. Refunds
We refund you within 14 days of receiving the returned item (or proof that you have sent it back, if earlier), using the same payment method you used to pay. Delivery was free, so there is no delivery charge to refund.
6. Faulty, damaged or wrong items
If your item is faulty, damaged or not what you ordered, email contact@jellyplushies.co.uk with photos. Under the Consumer Rights Act 2015 you can reject a faulty item within 30 days of delivery for a full refund, or ask for a repair or replacement. We pay any return costs for faulty or wrong items.
7. Lost parcels
If tracking shows your parcel as delivered but you have not received it, check with neighbours and your local post office, then contact us within 45 days of the expected delivery date. If the carrier confirms the parcel is lost, we will refund or re-send your order.
8. Items that cannot be returned
Personalised items and items unsealed after delivery that cannot be returned for hygiene reasons (if any are clearly marked as such on the product page) cannot be returned unless faulty.
9. Contact
Jelly Plushies, 10 Springfield Lane, London, NW6 5UB, United Kingdom. Email: contact@jellyplushies.co.uk. Customer service: Monday to Friday, 9:00 to 18:00 (UK time).