FAQ
About Jellybops
What is Jellybops?
Jellybops is a UK-based family business creating personalised keepsakes, baby gifts, clothing, soft toys and special occasion items. Every order is made with care to help turn family moments into lasting memories.
Are your items made to order?
Yes. Most Jellybops products are personalised and made to order using the name, wording, date or details you provide when placing your order.
Where are your products made?
Our personalised items are designed, printed and dispatched from the UK.
What kind of products do you sell?
We create personalised baby vests, sibling announcement outfits, maternity notes folders, soft toy keepsakes, birthday gifts, christening gifts, wedding party keepsakes and seasonal personalised items.
Personalisation
How do I personalise my order?
Please enter the required personalisation details on the product page before checkout. This may include a name, date, short message, colour choice or design choice, depending on the item.
Can I choose my own wording?
Yes, where the product allows custom wording. Please keep your message clear and check the product description for any character limits or layout guidance.
Can I see a preview before my item is made?
For some designs, we may be able to help with examples or layout guidance. Please contact us before ordering if you need help choosing wording or would like advice on how your personalisation may look.
What happens if I enter the wrong name, date or spelling?
Please check all personalisation carefully before placing your order. Personalised items are made using the details you provide, so we may not be able to change or refund an item if incorrect details were entered at checkout.
Can I change my personalisation after ordering?
Please contact us as soon as possible. If your order has not yet been made, we will do our best to help. Once production has started, changes may not be possible.
Can you print names in another language?
At the moment, we can only produce items using English language text and characters.
Delivery
How much is delivery?
UK delivery is currently £2.99. Express delivery may also be available at checkout.
How long will my order take?
Personalised items are typically dispatched within 1–2 working days after order confirmation. Royal Mail delivery usually takes 2–3 working days after dispatch, so most orders arrive within around 3–5 working days.
Do you offer express delivery?
Yes, express delivery may be available. Please choose the express option at checkout where shown.
Do you deliver outside the UK?
At the moment, orders through our website are for UK delivery only.
Will I receive tracking information?
We will email you when your order has been dispatched. Tracking information will be provided where available.
My order has not arrived — what should I do?
Please allow the estimated delivery time first. If your parcel still has not arrived, contact us with your order number and we will help look into it.
Returns, refunds and cancellations
Can I return a personalised item?
Personalised and custom-made items cannot usually be returned unless they are faulty, damaged or we have made an error with your order.
Can I return a non-personalised item?
Yes. Non-personalised items can be returned within 14 days of delivery, provided they are unused, undamaged and in their original condition.
What if my item arrives faulty, damaged or incorrect?
Please contact us straight away with your order number, a description of the issue and clear photos. If the item is faulty, damaged or we have made an error, we will arrange the appropriate solution, such as a replacement or refund.
Can I cancel my order?
Please contact us as soon as possible. If your order has not yet been made or dispatched, we may be able to cancel it. Once a personalised item has gone into production, cancellation may not be possible.
Who pays for return postage?
For non-personalised returns, the customer is usually responsible for return postage. If the item is faulty or we have made an error, we will help arrange the return at no cost to you.
Product care and safety
Are your plush toys suitable for babies?
Our plush keepsakes are made using an EN71 compliant plush where stated. Please always follow the care guidance provided and remove all packaging before giving any item to a child.
Are your baby clothing items soft for little ones?
Yes. Our baby clothing is chosen with comfort in mind and personalised to create a special keepsake or gift.
How should I wash personalised clothing?
Wash inside out on a gentle cycle at a low temperature. Do not tumble dry. Do not iron directly over the printed design.
Can the colours look slightly different in real life?
Yes, colours may vary slightly due to screen settings, lighting and photography. We do our best to show each product as accurately as possible.
Photo and custom image products
Can I send my own photo or image for printing?
Yes, where the product allows photo upload or custom image printing. Please send a clear, high-quality image for the best result.
Do I need permission to use the photo or image I send?
Yes. By sending us an image, you confirm that you own the rights to use it or have permission from the copyright owner. We cannot print images that breach copyright, trademark or intellectual property rights.
Can you improve or edit my image before printing?
We may be able to make simple adjustments, but please contact us before ordering if your image needs editing. Very low-quality or blurry images may not print well.
Contact
How can I contact Jellybops?
You can contact us through the contact form on our website or by emailing info@jellybops.co.uk.
When are you available?
Our usual contact hours are Monday to Friday, 9am to 5pm. We will reply as soon as we can.