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Welcome to our Jellycat Customer Services Page

Frequently Asked Questions

Please allow 2-5 working days for UK delivery and 3-10 days for International destinations. All of our shipping is handled via Royal Mail First Class Post and ALL UK Mainland deliveries are FREE when you spend over £15, there is a small charge of £2.50 for orders under this value (otherwise we don't make any money at all). We do not secretly add the postage to your Jellycat order it is a completely FREE service. Our aim is always to despatch your order the same working day, unless it arrives after our 15.00 afternoon cut off point, at which time your order will be despatched on the next working day.
Delivery times to UK mainland addresses fall between Monday to Saturday 9am-6pm, excluding public holidays. There is also a facility for next day deliveries and Saturday deliveries before 1.00pm.
You will always receive an email confirmation of your order and if there is ever a problem you will be notified in the same fashion.

We hope you'll be pleased with your purchase but If you should change your mind, and wish to return your Jellycat purchase, we'll be happy to refund or exchange them providing it's in fully resalable condition with it's tags and labels still attached. Returns should be made within 7 days. Please telephone 0115 9618349 or email to advise us of your decision and don't worry we have no problems with this issue, whatever your reason. We will ask you to return the item yourself and we will then on receipt of the item give you a full refund, this can be done via a Paypal account, Google Checkout account or Sage Pay secure payments. Please bear in mind that refunds to credit cards can only be made to the original card of purchase.

We will treat all personal information including email addresses with the strictest confidence, none of the information given will EVER be passed on to a third party. If we have promotions available we will gain absolute consent from the recipient before using their contact email address for promotional purposes, we know what it is like to be bombarded with "junk" emails and this will definitely not happen from this site. As far as your personal financial details are concerned we never see any of those details because as soon as you enter the payment page you leave our site and move to one of our secure on-line card processing companies either Paypal, Google Checkout or Sage Pay Secure (used to be Protx) and they confirm your details and are solely responsible for the transfer of finances.

Please use the "Contact" link at the top of the page (there is a contact button located at the top of every page) where you can contact us via email, fax, telephone or post. to instantly email please follow this link and a big thank you for all the lovely emails that we receive from happy customers, it really does go a long way to rewarding all of our hard work.

We accept all major credit cards including American Express and you can use these through Google Checkout, Paypal and Sage Pay secure. If you have a Paypal or Google account your details are already stored with them and so the payment process is really fast otherwise you have to manually supply your payment details but rest assured we never see any of your financial details, the financial section of your order is done through a secure on-line bank.

Absolutely FREE if you spend over £15 and we do mean FREE as long as it is the UK mainland, there are no hidden charges and we do not conceal the delivery charge in the price of your Jellycat purchase. Any purchase below £15 incurs a £2.50 delivery charge.

Yes and we cover the entire globe, our most popular destinations are the USA, Canada, Australia, New Zealand (NZ) and most of Europe including France, Germany, Spain, Italy, Greece, Portugal and Holland but we have sent our Jellycats to Hong Kong, Singapore and even Afghanistan and Barbados. The delivery charge is based on weight and some of the smaller items can go for as little as £2.10 (GBP).

The simple answer is that you should follow Jellycat's recommendations and simply use a damp cloth to surface wipe your product and dry using a hairdryer. However, from our personal experience, we have washed all of our Jellycats in the washing machine on a delicates wash and tumble dried them afterwards on a low heat setting. This has, up to the present time, never failed to thoroughly clean and invigorate the odd, slightly worse for wear toy. Having said this, we can't actually recommend that you try this yourselves, just in case.

We are certainly not a recent internet based company, we have been trading for over 30 years during which time we have built up a wonderful relationship with our customers, obviously the Internet has been a more recent addition but we are trying to adopt the same high standards of customer care and quality that have kept us around for the last 30 years. We have grown into Nottingham's largest gift shop, delivering over 6,000 gift items to the UK and worldwide. We have tried to supply quality designs from around the world particularly from our exemplary Jellycat section, which boasts virtually the entire Jellycat catalogue at what we consider to be outstanding prices.
We are a family run business and have four children of our own, so we have some understanding of the things that appeal and work, that is why we highly recommend Jellycat soft toys.

Fleurtations, Nottingham

More Questions?

If you have a specific question and you cannot find an answer on this page, please post your question on either our Facebook Page or Google Plus Page to leave a message. Thank you.
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Address: 301/303 Westdale Lane, Mapperley, Nottingham, NG3 6EW, United Kingdom.
Telephone: (44) 0115 9618349

Opening Hours: Monday - Saturday 8.30am - 6.00pm