Last updated: 16 October 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 issue, if the item is faulty, damaged or incorrect (you do not need to give a reason for a statutory change-of-mind cancellation);

• photographs, where possible, 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 clearly personalised or made to your individual specifications, for example with a name, date, photograph or custom wording. Simply choosing a standard size, colour or design, or an item being made after ordering, does not by itself remove cancellation rights.

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.

Please take reasonable care of the item and return accessories and packaging where possible. Original packaging is not a condition of your statutory cancellation right.

You may handle the item as you would in a shop to establish its nature, characteristics and functioning. We may deduct for loss in value caused by handling beyond what is necessary, where the law permits.

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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.

Your statutory rights apply to personalised and non-personalised items alike. Faulty or misdescribed goods normally carry a 30-day short-term right to reject for a refund, starting after delivery. After that, repair or replacement and further remedies may apply. We will resolve the issue in line with your legal rights, 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 and 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.

Please keep proof of posting. For a statutory cancellation, we may withhold the refund until we receive the goods or evidence that you sent them back, whichever is earlier.

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

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8. Refunds

We will inspect returned items and explain any lawful deduction. Statutory refunds do not depend on discretionary approval.

Refunds will be made using the original payment method unless you expressly agree otherwise, without a refund fee.

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.

For statutory change-of-mind cancellations, we will refund within 14 days of receiving the goods or evidence that you sent them back, whichever is earlier. Refunds for rejected faulty goods will be made without undue delay and within 14 days of agreeing you are entitled to one.

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;

• sealed goods genuinely unsuitable for return for health protection or hygiene reasons, if unsealed after delivery.

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Digital downloads

For digital content, the 14-day cancellation right is lost only once supply begins with your express consent and your acknowledgement that you will lose that right. Your rights if digital content is faulty, not as described or not supplied are unaffected. Contact info@jellybops.co.uk if you have a problem.

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