Delivery & Returns

UK Delivery

Charges and options

Order Before 5:30pm for Same Day Despatch

We want you to receive your Jellycats as quickly as possible & we'll despatch them the day we receive your order (before 5:30pm), Monday to Friday (excluding public holidays). In the unlikely event that we are out of stock, we will contact you within 24 hours. Once we deem payment cleared, the order will be despatched in accordance with the delivery service selected.

Royal Mail Safeplace*

With Royal Mail Tracked 48/24 you can ask for your order to be left in any secure, weatherproof area of your property, as long as it's easily accessible for the Royal Mail. Alternatively, you can nominate a near neighbour to receive delivery of your order.

Royal Mail Delivery Aim

The Royal Mail aim to deliver your order within the specified timeframe (working days). Our UK Special Delivery option includes a money-back guarantee for delayed delivery. For exclusions, please see the Royal Mail website.

---

International Delivery

Charges and options

International sales

If you are importing any of our goods you acknowledge that you are solely responsible for compliance with importing laws and requirements of the country to which the goods are shipped and this is entirely at your own expense and risk.

In addition to the purchase price of the goods you accept full responsibility for any and all handling charges, shipping cost, insurance, import duties, fees, liabilities and tax/duty costs, which may arise or apply to your order and transportation. Furthermore, we will provide a quote on postage when the amount charged is insufficient to cover costs.

Duty payments

Products delivered to some destinations, mainly outside the EU, may be subject to taxes, fees, levies or other charges, which are imposed by local legislation. The recipient of the products is responsible for all customs formalities for their export and import, and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, not the person who's ordered them, will receive a separate request for payment of these charges.

If you're ordering products to be delivered to someone else, please make sure they're aware they'll be responsible for these additional charges. Unfortunately we have no control over these charges and cannot predict what they may be, so we’re unable to offer any assistance on these processes. We'd advise that you check the import charges applicable in any country before ordering products to be delivered there.

Payment and VAT

Payment for products and delivery services is to be made in pounds Sterling. All prices shown on the website for both products and delivery services are inclusive of any applicable UK VAT.

Where you've requested delivery to an EU address, the price paid for the product and the delivery service will usually include UK VAT, which will be shown on your VAT receipt issued to you by Plushpaws.

Where you're not a UK resident and you've ordered products for delivery by Plushpaws to a non-EU address, both the products and the delivery service will normally be zero-rated, with no UK VAT chargeable on either.

---

Order and Returns Information

Change or cancel an order

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it.

If you’d like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 0845 226 2227 or Contact Us.

If your order has already been despatched or delivered, then you’ll need to follow our Returns procedure in the event of any unwanted products.

Track your order

To check your order status, just sign in at the top of the page, then click on Your Account followed by Order Information

• In Progess means your order hasn't been processed yet.
• Completed means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen delivery method, you may also receive a tracking reference.
• Cancelled means your order has been cancelled either by you or us.

If your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please e-mail our Customer Service team or telephone us on 0845 226 2227.

Your purchase history

To find out more information on your past orders, please sign into your account.

Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order online. If your order has been despatched but hasn't arrived within the expected time period, please e-mail our Customer Services team, or call us on 0845 226 2227. Any claim for non-delivery must be made in writing within 30 days of despatch.

If your order arrives and the goods are damaged, please call us on 0845 226 2227.

Returns procedure

To exchange or return your order, please visit our Returns Centre.

---

Refund Policy

We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions above, and we'll exchange or refund it. Please see below for products excluded from this policy.

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 days of receipt. This includes the basic saver delivery charge, but excludes the products listed as exceptions below.

Condition of returns

It's important that returned items are in the best possible condition, so please take reasonable care of them.

Delivery charges

If you return your order in full, your refund will include the basic saver delivery charge.

Products we're unable to cancel, refund or exchange

Unless faulty or not as described, we cannot refund or offer an exchange on:

• Personalised goods
• Gift packaging

We're unable to accept order cancellations for these products. This does not affect your statutory rights.