Help - Frequently Asked Questions (FAQs)

retired-page

We'll use the email address that you've provided to update you about your order. This could be an address linked to your PayPal account. We receive many orders with misspelled domains such as hotmial and gnail, and therefore we're unable to send you automated emails. Finally, please check your spam/junk mail folders.

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 accordance with the delivery service selected. Please note, the saver delivery option does not include tracking.


To check the status of your order, just sign in at the top of the page, then click on Your Account followed by Order Information
  • In Progess means that our team are preparing your order for despatch.
  • Completed means that your order has left our warehouse. You'll receive an email confirming despatch. Depending on your chosen delivery method, you may also receive a tracking reference.

Have you ordered a Jellycat displayed as out of stock or on pre-order..? Have a quick look at the product page, that should help you out. We accept orders for products displayed as out of stock as many designs are in great demand, thus ensuring that you receive your Jellycats as quickly as possible. We'll get your order to you as soon as possible and update you just as soon as it's been despatched.

We know that you love your Jellycats! Regretfully though we have to retire some of our older designs to make way for brand new Jellycats. Further details about our retired designs can be found here Retired Jellycats.

The Royal Mail will endeavour to deliver your order as soon as possible. Your understanding and patience are greatly appreciated at this challenging time. Further details can be found on the Royal Mail website: royalmail.com/coronavirus.

In the unlikely event that we're temporarily out of stock, we'll contact you within 24 hours. Please note that we won't contact you if the product is displayed as out of stock at the time of your order.


When a product is out of stock the product page will say back soon. We will (where possible) advise of an estimated due date too. Please note that dates are estimations based on shipping forecasts and are subject to change. These changes are outside of our control. We'll still get your order to you as soon as possible and update you just as soon as it's been despatched.

We want you to be the very first to get your hands on our fabulously fluffy designs and offer you the ability to Pre-order them. An estimated launch date will be displayed on the product page. Please note that dates are estimations based on shipping forecasts and are subject to change. These changes are outside of our control.

If you've selected a delivery service that includes tracking we'll let you know what your tracking reference is at the time of despatch. Tracking is updated as your order navigates the Royal Mail network. If you track your order before the initial Royal Mail scan your tracking reference will not be recognised. Simply try again later.

Don't worry, no paperwork relating to your order (or price information) is enclosed within your gift. Your receipt is emailed directly to you when your order is completed. You can also log in to your Plushpaws account at any time to review your orders or download VAT receipts. If you want to include a gift message with your order then please see our Gift Bags & Cards.

Our Bashful Bunnies (including Blossoms) are measured from the top of their heads to the tips of their toes whilst they’re lying down. The ears are not measured.

We hope you love your Jellycats, but sometimes they might simply be too small, too big or you've simply changed your mind. For further details about exchanging and/or returning your Jellycats, please visit our Returns Centre.

Need Help?0845 226 2227
Need Help?0845 226 2227