At Jellycat Christmas Store, we want you to be completely delighted with your festive purchases. However, we understand that sometimes an item may not be quite right. Our hassle-free returns and exchanges policy is designed to make things right, ensuring your holiday season remains merry and bright.

Our Returns Policy

We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all tags attached.

Please Note: Due to the nature of consumable goods and for hygiene reasons, we cannot accept returns or exchanges on the following products from our Festive Food & Drink category. This ensures the safety and quality of all our products.

How to Initiate a Return or Exchange

Follow these simple steps to start your return or exchange:

  1. Contact Us: Within 15 days of delivery, please email our customer care team at [email protected]. Use the template below to ensure you provide all the necessary information.
  2. Wait for Instructions: We will reply with a Returns Authorisation number and instructions on where to send your parcel. Please do not send anything back without this number.
  3. Pack and Ship: Securely pack the unused item(s) in their original packaging. Include a copy of your order confirmation or a note with your Returns Authorisation number and full name. Ship your return to the address provided. Please note that return shipping costs are the responsibility of the customer.
  4. Processing: Once we receive and inspect your return, we will send you an email to notify you. We will then process your refund or dispatch your exchange item.

Return & Exchange Request Email Template

To help you get started, please copy and paste the template below into an email and send it to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Jellycat Christmas Store Team, I would like to request a [return / exchange] for an item from my recent order. Order Number: [Your Order Number] Order Date: [Date Order was Placed] Product Name(s): [Name of the product(s) you wish to return/exchange] Reason for Return/Exchange: [Please provide a brief reason] I have read and understood the returns policy on your website. Could you please provide me with a Returns Authorisation number and the shipping address for the return? Thank you for your assistance. Kind regards, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refunds

After we receive and approve your return, we will initiate a refund to your original method of payment.

  • Timing: You will receive a credit within 10-14 business days, depending on your card issuer’s or PayPal’s policies.
  • Method: Refunds will be processed via the original payment method used (Visa, MasterCard, JCB, or PayPal). The cost of original shipping is non-refundable.

Exchanges

If you are requesting an exchange for a different item, we will process the shipment of your new item once the original return has been received and approved. Standard shipping charges will apply for the new item sent to you.

Questions?

If you have any questions about returning an item to us, please don’t hesitate to contact our friendly customer service team at [email protected]. We’re here to help make your Jellycat Christmas Store experience magical.

With festive cheer,
The Team at Jellycat Christmas Store