Returns

Customers who wish to return a soft toy purchased from jeliycatus.shop should review this policy before sending their parcel. Returns may be accepted within 30 days of purchase, provided the item meets the applicable eligibility requirements and remains in suitable condition for resale. Please contact our support team before arranging a return to ensure you receive the correct instructions.

To begin the process, email [email protected] with your order number and the name of the character you wish to return. You may also write to Westworks Building, 195 Wood Lane, London W12 7FQ, United Kingdom, or call +44 (0)3330 040900 where telephone assistance is available. Please do not send a package before receiving confirmation and the appropriate return guidance, as this helps us identify and process your request correctly.

Returned toys should be unused, clean, complete, and free from stains, smoke odors, and pet hair. Original tags should remain attached whenever they were supplied with the product. If an item arrived damaged or has a manufacturing defect, please explain the issue and provide clear photographs showing the affected area so our team can assess the situation.

Please follow the packaging instructions provided by our customer service team and use the designated return method. Keep your tracking number and proof of postage until the process has been completed. Suitable packaging is important to protect the toy’s shape and condition while it travels back to our facility.

Once your return has arrived and passed inspection, an approved refund will be issued to the original payment method. The time required for the funds to appear in your account depends on your payment provider and financial institution. Receiving a carrier delivery confirmation does not mean that the refund has already been processed, as the returned item must first be checked.

If a replacement is offered as an alternative, its availability will depend on current stock. Replacement items may require a separate dispatch and will be subject to the applicable delivery arrangements.

Products purchased from another retailer or website must be returned directly to the original seller. Jeliycatus.shop can only process refunds for payments received through our own store. Please retain your order confirmation so that we can verify the transaction and identify the correct purchase.

Returns may be declined if an item shows substantial signs of use, is incomplete, or no longer meets the stated conditions. If a returned product fails inspection, we may be unable to issue a refund and may arrange for the item to be sent back to you. These checks help ensure that every return is assessed consistently and fairly.

For gift purchases, refunds will generally be sent to the original purchaser rather than the recipient. We recommend discussing the return with the person who placed the order before submitting a request. Where possible, we aim to avoid contacting gift recipients directly unless communication is necessary to resolve a delivery problem.

Collectors should take extra care with products sold in special presentation boxes or collectible packaging. Opening or damaging a sealed display box may affect return eligibility, depending on the product and its original condition. If you are unsure whether opening the packaging will affect your right to return the item, please contact us before doing so.

Please do not wash, heat, or otherwise treat a toy before returning it unless our support team specifically advises you to do so when addressing a reported defect. Cleaning methods can alter the fabric, fur, filling, or shape, making it more difficult to assess the item’s original condition. Keeping the toy clean and unused is the best way to preserve its eligibility.

For all return-related questions, contact [email protected] and include your order number at the beginning of your message. Photographs of the product, original tags, and packaging can also help us identify the item and review your request more efficiently.