Returns and exchanges

Returns & Exchanges

All products in this store are non-refundable and non-exchangeable once an order is placed, unless the following conditions are met:

Applicable situations:

  1. The received goods are damaged (excluding minor defects that do not affect use).
  2. Ordered goods do not match received goods

Return and Exchange Process Instructions

1️⃣ Inspect the goods
Please inspect the goods within two days of receipt and take photos of any defects, the complete package, and the receipt, as well as an unpacking video .
Contact customer service via the website " Chat with Us " or email.

2️⃣ Please attach your information when contacting customer service.

  • Order Number
  • Name
  • Telephone
  • Mailing address
  • Photos of defective products
  • Unboxing video

3️⃣ Return the goods
After customer service confirms acceptance, please choose one of the following methods to return the item to our store:

  • Returns to stores : You can personally deliver the goods to our consignment store. After we receive and confirm the goods, we will process the refund or restock within 7 business days using the original payment method.
  • Returns via mail : You can choose to return items by mail. Shipping method Mail the item to our store (please note that we do not accept any collect-on-delivery packages). Once we receive the item, we will process a refund or restock using the original payment method.

4️⃣ Returns and exchanges

  • If in stock: Free shipping within 7 business days for restocking.
  • If out of stock: You can choose to order the same item or get a refund ( arranged within 7 business days after receiving the complete item ).
  • If the returned goods do not meet the return policy, the original will be returned to you via " cash on delivery ". Please take note.

Non-returnable situations

  • Returned or exchanged items must be brand new, unused , and in their original packaging, with all original accessories included (including the main product, accessories, inner and outer packaging, random documents, gifts, and promotional gifts).
  • Returns are not accepted in the following situations:
    • Personal items
    • The product was washed in water.
    • The product has been contaminated with odors that are not inherent to the product itself (such as perfume, body odor, or cigarette smoke).
    • Used consumables
    • Damage, scratches, or deformation of the goods due to improper use or storage by the customer.
  • Damaged packaging or removal of tags, seals, labels, or stickers will affect your right to return the goods.
  • Returns will not be accepted if there is any writing, adhesive residue, or graffiti on the outer box of the product.

Regarding shipping and packaging

  • All items will be shipped in basic packaging (including a transparent plastic bag and a shipping bag from the logistics company). If you require additional protection using SF Express cardboard boxes , please contact customer service to arrange this and pay an extra fee of $20 for the boxes.
  • Although we will do our best to protect the goods with various materials, there is still a chance that minor damage may occur during the delivery process due to the handling of the courier company. Please understand.
  • If the outer box is damaged due to delivery issues by the courier company, please call the courier company (such as SF Express) directly to apply for compensation. As this falls under the scope of logistics responsibility, we regret that we cannot handle related compensation matters on your behalf . Thank you for your understanding.
  • Minor collisions or damage to the packaging box during transportation are not grounds for return or exchange.

🔔Important Notes:

    • We regret that we will not accept returns if the return notification is not received within two days or if the information is incomplete.
    • To avoid counterfeit products, our store does not accept returns or exchanges for any Jellycat items . Please consider carefully before placing an order.
    • By placing an order and making payment, customers agree to read and agree to the store's "Purchase Notice" and disclaimer.
    • This store reserves the right of final interpretation and decision.