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 Standard Delivery is £2.99 per order. UK Expedited Delivery is £6.99 per order, where 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 please allow approximately 3–5 working days in total for Standard Delivery. These times are estimates. Orders after 1 pm, at weekends or on bank holidays begin processing on the next working day.
Do you offer expedited delivery?
Yes. Choose UK Expedited Delivery at £6.99 where shown at checkout. This is faster postage after dispatch; normal personalisation processing still applies. It does not guarantee next-day delivery or arrival by a particular date. Contact us before ordering if you need a gift for a specific date.
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?
Clearly personalised goods and goods made to your individual specifications are normally excluded from change-of-mind cancellation. Your rights if goods are faulty, damaged, not as described or incorrect are unaffected. Choosing a standard size, colour or design alone does not remove cancellation rights.
Can I return a non-personalised item?
For eligible non-personalised goods bought online, tell us you wish to cancel within 14 days after delivery. You then have a further 14 days to send them back. You may inspect goods as you would in a shop; handling beyond what is necessary may lead to a lawful deduction for loss in value. See our Returns & Refunds Policy.
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?
For eligible non-personalised goods, you can cancel before delivery and within 14 days after delivery. For clearly personalised goods or goods made to your individual specifications, the normal change-of-mind right does not apply; contact us immediately and we will try to help before production starts. This does not affect your rights if something is wrong with your order.
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.