Terms & Conditions
Welcome to the plushpaws.co.uk website terms and conditions for use. These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you may not use or access this Website.
Use of the website
You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.
You warrant that:
You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
- The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and
- You are aged 18 or over, are not under any disability which would impair judgement or use of the Website or products; and
- You will notify us immediately of any changes to the Personal Information by contacting our Customer Service Representatives by e-mail, or calling us on 0845 226 2227.
IndemnityYou agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your shopping account and/or your Personal Information.
We reserve the right to:
- modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
- change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.
Third party links
To provide increased value to our Users, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.
PrivacyWe will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.
When you shop on this Website, we will ask you to input and will collect Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information and a password. We may also collect information about where you are on the internet (eg the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, and any search terms that you entered on our website ("User Information"). We may collect this information even if you do not register with us.
You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service.
We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the Data Commissioner's Office. We use your information only for the following purposes:
- Processing your orders;
- For statistical or survey purposes to improve this Website and its services to you;
- To serve website content;
- To administer this website;
- If you consent, to notify you of products or special offers that may be of interest to you.
You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003.
When you create a shopping account while ordering online you will be given the option to receive information from Plushpaws Ltd (t/a Plushpaws) by e-mail about products, promotions or special offers which we feel may be of interest to you. In the event that you do not wish to be contacted for such purposes, ensure that you tick the appropriate box as you go through the registration process. You may unsubscribe from our contact list at any time.
We will not release your Personal Information to any company outside of Plushpaws for mailing or marketing purposes.
You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, we are entitled do so.
Purchase of products
OrdersWe will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
Contract creation and electronic contracting
The technical steps required to create the contract between you and us are as follows:
- You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website.
- We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from plushpaws.co.uk.
- As your product is shipped from our warehouse we will send you a despatch confirmation email.
- Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Change or cancel an order
Non-acceptance of an order may be a result of one of the following:
- The product you ordered being unavailable from stock.
- Our inability to obtain authorisation for your payment.
- The identification of a pricing or product description error.
- You not meeting the eligibility to order criteria set out in the main Terms & Conditions.
The contract will be concluded in English.
The details of your specific contract will not be filed by plushpaws.co.uk. If you do require any information regarding orders you have placed with plushpaws.co.uk please contact us.
Contract cancellation under the Distance Selling Regulations
Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 14 days after the day on which you receive the Products.
If you wish to exercise your right to cancel this contract after your order has already been despatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 14 days after the day on which you receive the Products, and that you have taken reasonable care of the Products and not used them. Please follow the procedure set out in our Returns procedure.
Please note that your right to return Products does NOT apply to Products which fall into the following categories unless they are faulty or not as described:
- Personalised goods
- Gift packaging
Please see our Refund policy for further details.
We offer various ways for you to pay for your order, including: Visa; Visa Debit; Visa Electron; MasterCard; Maestro; PayPal; Plushpaws gift vouchers; and plushpaws.co.uk money-off coupons. You may use a combination of gift vouchers and any payment card we accept to pay for your order.
Your transaction security
plushpaws.co.uk is secure
We realise how important it is to securely store any information that you provide. plushpaws.co.uk maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.
You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.plushpaws.co.uk in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.
Verified by Visa and Mastercard® SecureCode™
To give you even more confidence in shopping online with plushpaws.co.uk, we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing card account against unauthorised use when you shop with us.
To use this service, you must first register with the bank or other organisation that issued your card. To find out more about these services:
Once you've registered and created your own private password with your card issuer, you'll be prompted automatically at checkout to provide this password each time you make a purchase.
Please note: Your Verified by Visa or Mastercard SecureCode™ password is not your plushpaws.co.uk account password. plushpaws.co.uk does not have access to your Verified by Visa or Mastercard SecureCode™ password.
Description of products
Each Product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.
We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted in accordance with our Order acceptance policy.
Gift vouchers and promotional discounts
- Plushpaws gift vouchers can be used to purchase goods online at plushpaws.co.uk.
- Gift vouchers may not be exchanged for cash.
- If the goods purchased online total less than the value of the gift voucher, any balance will be left as a credit for you with plushpaws.co.uk, and will be redeemed against subsequent orders.
- Gift vouchers may not be used to purchase Plushpaws gift vouchers.
- When redeeming gift vouchers you will be required to give the serial number of the voucher.
- If you have to return goods you have purchased using gift voucher/s, then in most instances we will credit your online shopping account against further purchases. This does not affect your statutory rights.
Coupons, discounts and promotional discount codes offered by plushpaws.co.uk are valid only for use as part of a purchase made via plushpaws.co.uk, unless otherwise stated. Such promotional discounts are not valid for use as part of a purchase on telephone orders.
Intellectual property and right to useYou acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.
You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
Compliance with lawsThe Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.
Limitation of liabilityWhile we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.
To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:
- any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
- any loss of goodwill or reputation; or
- any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.
Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.
SeveranceIf any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.
WaiverNo waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.
SurvivalEach provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.
Entire agreementThese Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what Plushpaws and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.
The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.
The registered company address of Plushpaws Ltd is 36b Bedford Road, Stagsden, Bedfordshire, MK43 8TP.
Charges and options
Saver UK delivery is FREE on all orders over £50. We charge £3.95 for saver UK delivery on orders under £50.
Your order will be despatched 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.
| Delivery options|| Price|| Key Features|| Delivery Aim|
| UK - Royal Mail Saver (FREE over £50)|| £3.95|| n/a|| 3–4 working days|
| UK - Royal Mail Tracked 48|| £4.95|| Tracked, SMS/Email notification, Safeplace*|| 48 hour (2 working days)|
| UK - Royal Mail Tracked 24|| £6.95|| Tracked, SMS/Email notification, Safeplace*|| 24 hour (next working day)|
| UK - Royal Mail Special Delivery|| £10.00|| Tracked, SMS/Email notification, Signed for|| Guaranteed next working day|
| International - European (EU)|| £15.00|| Tracked, Signed for|| 5 - 7 days|
| International - Worldwide (non-EU)|| £25.00|| Tracked, Signed for|| 7 - 10 days|
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.
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.
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 orderWe’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.
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 orderTo 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.
Incomplete, undeliverable or incorrect delivery addresses
When an order is despatched to an incomplete, undeliverable or incorrect address that has been supplied as such, it is not possible for the Royal Mail to redirect mail to another address. Should the order be returned to ourselves a full refund will be made less all postage charges incurred. When the order is delivered to the incorrect address as provided, we are unable to retrieve the order on your behalf.
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.
We want you to be happy with your purchase. If you're not, just return the product(s) to us, following the instructions above. 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 within 14 days of receipt. If you return your order in full, this includes the basic saver delivery charge (within the UK). If your order qualified for free or reduced rate shipping, this will be taken into account when processing your refund. Should your order value no longer qualify for free or reduced rate shipping, the difference will be deducted from your refund.
Condition of returns
It's important that returned items are in the best possible condition, so please take reasonable care of them.
Delivery chargesWe'll refund the basic saver delivery charge you've paid, provided you return the full order.
Products we're unable to cancel, refund or exchangeUnless 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.