How do I make a return?

We accept returns at any time within 60 days of receipt for any reason, provided that the returned item(s) are in the same condition as delivered, with the exception of personalized items. Please note, we are unable to process an exchange. 

If you ordered from the USA & Canada website, please email [e-mail] and we are happy to help you initiate a return. 

We only offer free returns for orders shipped within the US. 

*Please note*- We can only provide one free return label per order.

To help us quickly process your return, please follow our returns instructions:

• Return all original packaging;
• Do not remove any hang tags or sewn tags. Any returned items without sewn tags will not be eligible for a refund;
• Use the original mailing bag/box to return the item(s) and securely seal to keep the item(s) safe;
• Always obtain and keep the tracking information from your post office or chosen carrier for your return in case of any non-delivery.
• Merchandise items (Stickers, pin badges and key-rings) must be unused and returned in their original packaging or will not be eligible for a refund. 

Please note that we cannot accept returns for personalized items unless they are faulty. We kindly ask you double-check all information on your personalization preferences before checking out, as we cannot provide refunds or accept returns if incorrect information has been provided. Please also note, we do not refund gift wrapping charges if your gift is unwanted or if you have changed your mind. If your gift is damaged or faulty, we will gladly refund any gift-wrapping charge. 

If you have placed your order on the UK or Rest of the World website and are not in the Americas, please see the FAQ page on the corresponding website.  

UK website: www.jellycat.com

Rest of the World website: www.eu.jellycat.com