Help - Frequently Asked Questions (FAQs)

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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 inadvertently ordered a Jellycat displayed as out of stock or on pre-order..? It's easily done. Have a quick look at the product page, that should help you out. We'll still get your order to you as soon as possible and update you just as soon as it's been despatched.

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.

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.