What do I do if my item arrives damaged or faulty?
If your order arrives damaged or faulty, please contact us by emailing geraldjohnson585@outlook.com.
Our Quality Customer Service team will review the information provided and advise you of the next steps as soon as possible.
To help us investigate the issue, we may ask for:
- Your order number or other purchase details
- A description of the issue
- Photographs or videos showing the fault or damage
- Any relevant packaging information
If you are entitled to a refund because there is a problem with your product, we will reimburse the cost of the affected item and any applicable delivery charges. Refunds will be made to the original payment method within 15 business of receiving the product and completing our examination.
If we do not receive the product, we may be unable to process your return or refund.
What if my item was a gift?
We may request proof of purchase or details of the original purchase to help us verify authenticity and investigate the issue.
Proof of purchase does not need to be the original receipt and may include any information that helps us verify the purchase.
If sufficient purchase information cannot be provided, we may be unable to investigate the issue further.
What happens if altered or artificial images are submitted with a claim?
We take pride in the quality of every Jellycat creation. To protect this, we monitor for misuse, including altered or artificial images submitted in support of claims.
Where evidence submitted in support of a claim is found to have been digitally altered, manipulated, or fabricated, we may be unable to proceed with the claim or provide a refund.
What if my item was not purchased from Jellycat.com?
Jellycat can only process returns and refunds for items purchased directly from Jellycat.com. If your item was purchased from an authorised stockist, please contact the retailer from whom it was purchased in the first instance.
Every returned item is carefully examined as part of our quality assessment process. If we identify that a returned item is not a genuine Jellycat product, we will be unable to offer a refund. For safety and compliance reasons, non-genuine products cannot be returned.