Terms of service

Terms of Service

By placing an order on our website, you agree that you have read, understood, and accepted the following Terms of Service.

1. General Information

We sell authentic Jellycat products and related gift items. All products are subject to availability. We reserve the right to update product information, prices, promotions, and policies at any time without prior notice.

2. Product Information

We aim to provide accurate product descriptions, images, prices, and availability. However, slight differences may occur due to lighting, screen display, product batches, or the handmade/soft nature of plush toys.

Each Jellycat plush may have slight differences in facial expression, shape, fur direction, or stuffing. These variations are normal and are not considered quality issues.

3. Orders

After placing an order, you will receive an order confirmation email. Please check your order details carefully, including product selection, quantity, shipping address, phone number, and email address.

If any information is incorrect, please contact us as soon as possible. Once an order has been processed or shipped, we may not be able to make changes or cancel the order.

4. Payment

All prices are listed in the currency shown on our website. Payment must be completed at checkout before your order can be processed.

We reserve the right to cancel or refuse any order if payment cannot be verified, if there is a pricing error, or if we suspect fraudulent or unauthorised activity.

5. Shipping & Delivery

We will process and ship orders as soon as possible. Delivery times may vary depending on your location, courier delays, public holidays, peak seasons, or other circumstances outside our control.

Once your order has been handed over to the courier, we are not responsible for delays caused by the courier or incorrect delivery details provided by the customer. However, we will do our best to assist you with tracking and delivery enquiries.

6. Overseas Stock & Pre-Order Items

Some items may be shipped from overseas if local stock is unavailable, or may be listed as pre-order items. The estimated delivery time will be provided where possible.

Please note that estimated delivery times are not guaranteed and may be affected by customs, flights, courier processing, holidays, or other delays beyond our control.

7. Returns & Refunds

Returns and refunds are handled according to our Refund & Return Policy. By placing an order, you agree to follow the conditions stated in that policy.

Items must meet the return conditions before a refund or exchange can be approved.

8. Authenticity

We do our best to ensure that all Jellycat products sold on our website are authentic. If requested, we may provide proof of purchase or other supporting information where available.

Please note that packaging, tags, or product appearance may vary slightly between batches, regions, or suppliers.

9. Customer Responsibilities

Customers are responsible for providing accurate order, payment, and shipping information.

We are not responsible for failed delivery, lost parcels, or extra shipping costs caused by incorrect or incomplete delivery information provided by the customer.

10. Website Use

You agree not to misuse our website, including but not limited to:

  • Using the website for illegal or fraudulent purposes;

  • Attempting to interfere with website security or functionality;

  • Copying, reproducing, or using our content without permission;

  • Providing false, misleading, or unauthorised information.

11. Promotions & Discount Codes

Promotions, discount codes, and special offers may be subject to specific terms and conditions. We reserve the right to change, cancel, or refuse the use of any promotion or discount code at any time.

Discount codes cannot usually be applied after an order has been placed unless approved by us.

12. Limitation of Liability

To the maximum extent permitted by law, we are not liable for indirect, incidental, or consequential losses arising from the use of our website, products, shipping delays, courier issues, or customer-provided incorrect information.

Nothing in these Terms of Service excludes any rights you may have under applicable consumer laws.

13. Changes to These Terms

We may update or change these Terms of Service at any time. The latest version will always be available on our website. Continued use of our website or placing an order after changes are made means you accept the updated Terms.

14. Contact Us

If you have any questions about these Terms of Service, your order, shipping, returns, or product information, please contact us through our website or customer service email.

Thank you for shopping with us.