At Jellycat Christmas Store, we’re dedicated to making your festive shopping experience as magical and hassle-free as possible. From our whimsical advent calendars and charming decorations to our delightful gifts, we want every detail to sparkle with joy. Part of that commitment is ensuring you have all the information you need about shipping your treasures to your door and our straightforward returns policy, should you need it.

Shipping Information

We ship our festive cheer worldwide (excluding Asia and a few remote regions). Please see below for our shipping options and timeframes.

Order Processing

Please allow 1-2 business days for us to carefully pick, pack, and prepare your order for shipment with love and care.

Shipping Methods & Delivery Times

We offer two convenient shipping options to suit your needs:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Cost: £12.95
    • Delivery Time: 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS.
    • Cost: Free!
    • Delivery Time: 15-25 business days after dispatch.

Please note that these timeframes are estimates and can occasionally be affected by factors outside of our control, especially during peak holiday seasons.

Our Returns & Exchanges Policy

We want you to be completely delighted with your Jellycat Christmas Store 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.

Returns Policy Summary

  • We gladly accept returns and exchanges for most items within 15 days of you receiving your order.
  • To be eligible, the item must be unused, in the same condition it was received, and in its original packaging with all tags attached.
Important Note on Non-Returnable Items:
To ensure the safety and quality of all our products, we cannot accept returns or exchanges on items from our Festive Food & Drink category due to the nature of consumable goods and for hygiene reasons.

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 friendly 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.

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)]
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 (Visa, MasterCard, JCB, or PayPal).
  • Timing: You will receive a credit within 10-14 business days, depending on your card issuer’s or PayPal’s policies.
  • 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.

Any Questions?

If you have any questions about shipping or 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 truly magical.

With festive cheer,
The Team at Jellycat Christmas Store