Last updated: 8 June 2026

At Jellybops, every order is made and packed with care. We want you to be happy with your purchase, so please contact us if there is any issue with your order.

This Returns & Refunds Policy explains when items can be returned, when refunds are available, and how to contact us.

This policy does not affect your statutory rights.

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1. Contact us first

Before returning any item, please contact us at:

info@jellybops.co.uk

Please include:

• your order number;

• your name;

• the item you ordered;

• the reason for the return;

• photographs, if the item is faulty, damaged or incorrect.

We will then confirm the next steps and the correct return address, where a return is required.

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2. Personalised and custom-made items

Many Jellybops products are personalised or made to order using details supplied by the customer, such as names, dates, wording, colours, photos or design choices.

Because these items are made especially for you, personalised and custom-made items cannot usually be returned, cancelled or refunded because of a change of mind.

This includes, but is not limited to:

• personalised baby clothing;

• personalised soft toys or plush keepsakes;

• personalised folders;

• personalised bags;

• items printed with a name, date, photograph, message or custom wording;

• items made using customer-selected personalisation details.

However, we will always help where an item is:

• faulty;

• damaged on arrival;

• not as described;

• incorrect due to an error made by Jellybops.

If there is a problem with a personalised item, please contact us as soon as possible at info@jellybops.co.uk with your order number and clear photographs of the issue.

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3. Customer-supplied personalisation details

Please check all personalisation details carefully before placing your order.

We print the details supplied by the customer, including names, dates, spelling, punctuation, wording and design choices.

We cannot usually refund or replace personalised items where the issue is caused by incorrect details supplied by the customer, such as a spelling mistake, wrong date, wrong name or incorrect information entered at checkout.

If you notice an error after placing your order, please contact us straight away. If production has not yet started, we will do our best to update the order.

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4. Non-personalised items

For non-personalised items bought online, you have the right to cancel your order within 14 days of receiving your item.

After telling us you wish to cancel, you then have a further 14 days to return the item to us.

To be eligible for a change-of-mind return, the item must be:

• unused;

• unworn;

• unwashed;

• in its original condition;

• returned with any original packaging, tags or accessories where applicable.

You may inspect the item in the same way you would in a shop, but we may reduce the refund if the item has been used, damaged or handled more than necessary.

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5. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible at:

info@jellybops.co.uk

Please include your order number and clear photographs showing the issue.

Where the fault, damage or error is confirmed, we will offer an appropriate solution, which may include:

• a replacement;

• a repair, where suitable;

• a refund;

• another agreed resolution.

If a return is required because the item is faulty, damaged or incorrect due to our error, we will cover reasonable return postage costs or provide return instructions.

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6. Items damaged in delivery

If your order arrives damaged, please contact us as soon as possible.

Please keep the item, packaging and any delivery materials until we have reviewed the issue, as these may be needed to raise a claim with the delivery provider.

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7. Return postage

For change-of-mind returns on non-personalised items, the customer is responsible for return postage costs.

We recommend using a tracked or proof-of-postage service, as we cannot refund items that do not arrive back with us.

If an item is faulty, damaged, incorrect or not as described, and a return is required, we will cover reasonable return postage costs or provide return instructions.

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8. Refunds

Once we receive and inspect the returned item, we will let you know whether the refund has been approved.

Approved refunds will usually be made to the original payment method.

For eligible non-personalised returns, we will refund the item price and any standard delivery charge paid, where applicable. If you selected a more expensive delivery option, we only need to refund the cost of standard delivery.

Refunds will usually be processed within 14 days of receiving the returned item, or within 14 days of receiving evidence that the item has been sent back, where applicable.

Please note that your bank or payment provider may take additional time to show the refund in your account.

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9. Items that cannot be returned

Unless faulty, damaged, incorrect or not as described, we cannot usually accept returns for:

• personalised or custom-made items;

• items made to your specification;

• items printed with names, dates, photos, wording or messages supplied by you;

• used, worn, washed or damaged items;

• items returned without reasonable care;

• items that cannot be resold for hygiene reasons, where applicable.

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10. Exchanges

We do not usually offer exchanges for personalised or custom-made items.

For non-personalised items, exchanges may be offered at our discretion, depending on stock availability. Please contact us first before sending anything back.

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11. How to contact us

If you have any questions about returns, refunds or your order, please contact us:

Email: info@jellybops.co.uk

Jellybops
Priority Business Park
The Business Centre
Cardiff House
Barry
CF63 2AW