Welcome to the world of Jellycat! Thank you for shopping with us.
Our terms and conditions in French
Our terms and conditions in German
Our Jellycat Purrks rewards programme terms and conditions
1 We are Jellycat
1.1 This website (www.eu.jellycat.com) is provided to you by Jellycat Limited (our legal name) (“us”, “we” or “our”). Our registered office is Westworks Building, 195 Wood Lane, London, England, W12 7FQ and our registered number is 03591414. Our VAT no. is GB 927290412.
1.2 Packaging Registration (Spain): ENV/2025/000084041
1.3 Packaging Registration (France): FR428371_01ESQY
1.4 Jellycat’s Toys NRA Registration (France): FR428371_01ESQY
2 What are these Online Terms and Conditions?
2.1 These online shopping terms and conditions (“Terms”) set out the terms on which you may purchase products from us. The Terms will apply to all orders you make from our website. The Terms are an important legal agreement between you and us so please read them carefully and make sure that you understand them before ordering any products from us. If you don’t understand anything in these Terms, you can contact us for help by using the contact information at section 3 below.
2.2 We draw your attention in particular to section 13, which explains how we limit our liability to you.
3 Need help or want to get in contact?
3.1 If you have any questions, comments or complaints please do not hesitate to contact us. Contact details can be found on our Need Help? page.
4 Who can place an order?
4.1 You can only place orders with us if you are a consumer (not a business) and you are 18 years of age or older. You will also need to be able to make payment via one of our accepted payment methods (please see our Payments & Refunds page for further information).
5 Placing Orders
5.1 When placing an order, please make sure you provide complete and accurate information (for example, your delivery information). It is your responsibility to make sure that your order is correct and accurately reflects your selection. If an order is not correct in any way, please contact us and let us know quickly by using the contact information at section 3.
5.2 After you’ve completed the checkout process, we will contact you using the email address you provided during the checkout process to confirm we’ve received your order. Your order is only accepted once we contact you again to confirm we’ve accepted and dispatched your order at which point a legal contract will come into existence between you and us.
5.3 We sometimes refuse orders, for example, because a product unexpectedly runs out of stock, because you are located outside our delivery areas, because we have made a mistake in the displayed price of the product or because there are payment irregularities or a breach of these terms. If this happens, we will notify you as soon as possible and we will not charge you for your order.
6 Paying for your order
6.1 We can only accept payment via one of our accepted payment methods (please see our Payments & Refunds page for further information). A preauthorisation hold for the amount will be placed on your payment method but we will only take payment once we have accepted your order during the ordering process as described in section 5.
6.2 Prices for our products may change from time to time, but these changes won’t affect any order you have already placed.
6.3 All prices for our products include any applicable VAT. However, orders which are delivered outside of the UK may be subject to customs duties and local taxes not included in our product prices which you will be responsible for. If these apply, they will be shown in the checkout page before you place your order.
6.4 If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
6.5 You will become the owner of the product you’ve ordered once we have received full payment, including delivery charges.
7 Delivery of your order
7.1 Sadly, we can only deliver our products to certain locations (please see our Shipping & Delivery page for further details about where we deliver).
7.2 We will arrange for delivery of the products using our chosen delivery partner. The product prices shown on our website do not include delivery charges but you will be able to see what delivery charges apply during the check-out process before you submit your order.
7.3 We aim to deliver products to you as soon as we can and will contact you with an estimated delivery date when we dispatch your order. Please note that the estimated delivery date is just that and we cannot guarantee delivery by the estimated delivery date.
8 We’re not responsible for delays outside of our control
8.1 If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. If the delay is likely to be substantial (3 months or longer) you can contact us using the contact information at section 3 to end these Terms and receive a refund for any products you have paid for, but not received.
9 Jellycat Products
9.1 Sometimes electronic screens aren’t perfect. A product’s true colour may not exactly match that shown on your device or its packaging may be slightly different.
9.2 We also offer some personalised products. If you’re ordering a personalised product, please make sure all the details you give us are correct, for example, make sure you’ve chosen the right font and double checked your spelling is correct. You are responsible for ensuring that these details are complete and correct.
10 Your rights to end these Terms and Returning products
Returning a product because you’ve changed your mind:
10.1 In many of the countries where you can buy products from us online, and for most products, you have a legal right to change your mind about your purchase within 14 days and receive a refund of what you paid for it, including standard delivery costs.
However, we offer you a more generous right to change your mind! This right to return a product because you’ve changed your mind does not affect your legal rights if there is something wrong with your product (see “Cancelling the contract because there is something wrong with your product” below for more information).
10.2 Subject to 10.4 and 10.5 below, unless you’ve purchased a personalised product (see “Products you can’t return just because you’ve changed your mind” below for more information), you can change your mind about the product for any reason and receive a refund as long as you let us know and return the product to us in a saleable condition with tags attached no later than 30 days after the day we deliver it.
10.3 If you’d like to return a product because you’ve changed your mind, please visit the “Returns and Cancellations” page in our Need Help? area to see how to do this from where you are. Alternatively, you can use the cancellation form at the bottom of these Terms, but this is optional.
10.4 If you are returning a product because you’ve changed your mind, we may make deductions from your refund to reflect any reduction in the value of the product if the reduction is the result of unnecessary handling by you. You are only liable for any diminished value of the product resulting from handling in a way other than what is necessary to establish the nature, characteristics and functioning of the product.
10.5 If you are returning a product because you’ve changed your mind, the maximum refund for delivery costs will be the cost of delivery by the least expensive delivery method we offer. This means that it if you have paid for express delivery, we will only refund the cost of standard delivery.
10.6 If you are returning a product because you’ve changed your mind, our refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. Refunds will be made to your original payment method.
Products you can’t return just because you’ve changed your mind:
10.7 Unfortunately, because personalised products are unique to you, you do not have a right to change your mind and receive a refund in respect of any products that have been made to your specification or are clearly personalised, such as where the products are tailor-made, or you have requested that they contain a name or initials.
However, this does not affect your legal rights if there is something wrong with your product (see “Cancelling the contract because there is something wrong with your product” below for more information)
Cancelling the contract because of something we’ve done or are going to do:
10.8 If you want to cancel your contract because of something we’ve done or are going to do, for example, because we’ve told you there is going to be a substantial delay to the delivery of your product or because you have a legal right to cancel the contract because of something we have done wrong, we will refund you in full for your purchase (including full delivery costs) and you may also be entitled to compensation.
10.9 Please let us know if you want to cancel the contract because of something we’ve done or are going to do by contacting us using the contact information at section 3.
10.10 If you cancel your contract because of something we’ve done or are going to do, but the product has already been delivered to you, please notify us as soon as possible and we will discuss the next steps, including to make arrangements for returning the product to us.
10.11 If you cancel your contract because of something we’ve done or are going to do, any refund due will be made to your original payment method within 14 days after the date that you cancel the contract or, if the product has been delivered to you, within 14 days after the date you have returned the product to us. If we do not receive the product, we may be unable to process your return and refund.
Cancelling the contract because there is something wrong with your product:
10.12 We have a legal duty to provide products that conform with the contract. If you think there is something wrong with your product, please contact us using the contact information at section 3. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.
10.13 If you wish to exercise your legal rights to reject a product, please contact us as soon as possible and we will let you know what to do next, including to make arrangements for returning the product to us.
10.14 If you are entitled to a refund because something is wrong with your product, we will reimburse to you all payments received from you in relation to the affected product, including all delivery charges. Any refund due to you will be made to your original payment method and will be made within 14 days after the date that we receive the relevant product back from you and have had an opportunity to inspect them and determine the nature of the problem.
If we do not receive the product, we may be unable to process your return and refund.
Who pays for the cost of returns:
10.15 If you are required to return products, we will pay the costs of the return if the products are faulty or misdescribed or if you are ending the contract because we’ve told you there is going to be a substantial delay to the delivery of your products or because you have a legal right to do so as a result of something we have done wrong. In all other circumstances where you are required to return the products (including where you are returning a product because you’ve changed your mind), if you are a customer in the UK or USA, we pay for the costs of the return however, if you are a customer outside of the UK or USA, you must pay the costs of return.
11 Our rights to end these Terms
11.1 We may cancel this contract for products at any time by notifying you if:
(a) your payment does not go through at the point we try to charge you;
(b) you do not, within a reasonable time, allow us to deliver your order to you;
(c) you are (or we reasonably suspect that you are) in breach of these Terms, in breach of any applicable law in relation to these Terms for your order, or in breach of any other contract that may exist between you and us; or
(d) we are unable (or reasonably believe that we are unable) to supply the products for reasons beyond our reasonable control or for legal or regulatory reasons.
11.2 If we cancel the contract in the situations set out in section 11.1, we will refund any money you have paid in advance for products we have not provided, but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract (if applicable). Any refund due to you will be made using the same means of payment as you used for the initial transaction and will be made within 14 days after we cancel the contract.
12 How do we use your information?
12.1 For information about how we use any personal data you give and how we use cookies on our website please see our Privacy Notice and Cookie Policy .
13 Our responsibility for loss and damage
13.1 Nothing in these Terms is intended to exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, or for fraud or fraudulent misrepresentations.
13.2 As we’ve explained in section 4, you can only purchase our products under these Terms if you are a consumer, not a business. Therefore, you understand that we have no liability to you for any business losses for example loss of profit, loss of business, business interruption, or loss of business opportunity.
13.3 We’re only responsible for losses you suffer caused by us breaking these Terms unless the loss is:
(a) Unexpected. This means the loss was not, at the time you agreed to these Terms, a reasonably foreseeable consequence of us breaching these Terms (loss or damage if foreseeable if either it is obvious that it will happen or if, at the time these Terms were entered into, both we and you knew it might happen).
(b) Caused by a delaying event outside of our control (as long as we’ve taken the steps set out in section 8).
(c) Avoidable. This means you could have avoided the loss by taking reasonable action.
14 Which country’s laws apply to these Terms and where could you bring legal action?
14.1 Please contact us using the contact details at section 3 of these Terms if you have any complaints. We would prefer to try to resolve any dispute informally between you and us in the first instance.
14.2 These Terms are governed by English law, but we will not deprive you of any protection you have under the law of the country where you live and you can bring claims against us in the courts of your home country.
14.3 If you are a customer in the EU, you may also choose to raise any dispute with an alternative dispute resolution body via the EU Commission’s Online Dispute Resolution (ODR) Platform .
15 Other important terms
15.1 Transferring rights: You may not transfer, assign, charge or otherwise dispose of any rights or obligations arising under or in connection with your use of the products, without our prior written consent. You agree that we may transfer our rights and obligations under these Terms with you to a third-party purchaser of our business or to an affiliate, in which case we will notify you and explain your options.
15.2 Third party rights: These Terms are between you and us. Nobody else can enforce them and neither of us will need to ask anybody else to sign-off on ending or changing them.
15.3 If the Terms are invalidated: If a court or other authority decides that some of these Terms are unlawful, the rest will continue to apply.
15.4 Delays: We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract)
To: Jellycat Limited, Westworks Building, 195 Wood Lane, London, England, W12 7FQ, (or geraldjohnson585@outlook.com )
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate
© Crown copyright 2013.