All products are non-returnable and non-exchangeable once an order is placed, except under the following circumstances:

Eligible Cases

• The item received is damaged (excluding minor imperfections that do not affect functionality)
• The item received does not match the order

Return & Exchange Procedure

1. Inspect the Item

Please inspect your item within 2 days of receipt.
If there is an issue, please take clear photos of:

• The defective area
• The full package (outer and inner packaging)
• The receipt
• An unboxing video

Then contact customer service via website chat or email.

2. Required Information

When contacting customer service, please provide:

• Order number
• Full name
• Contact number
• Delivery address
• Photos of the defective item
• Unboxing video

Incomplete information may result in rejection of the request.

3. Returning the Item

After confirmation from customer service, you may return the item by one of the following methods:

In-store return:
You may return the item to our partner store. After inspection and confirmation, refund or replacement will be processed within 7 working days using the original payment method.

Mail return (sender-paid only):
You may send the item back to the store using prepaid shipping. Freight collect parcels will not be accepted. Refund or replacement will be processed within 7 working days after we receive and inspect the item.

4. Return Processing

If replacement stock is available:
A replacement will be shipped within 7 working days.

If replacement stock is unavailable:
You may choose a refund or reorder the same item (processed within 7 working days after receiving the returned item).

If the returned item does not meet our return policy requirements, it will be sent back to the customer via freight collect.

Non-Returnable Situations

Returned items must be brand new, unused, and in original packaging with all accessories included (including main product, attachments, inner and outer packaging, manuals, and any promotional gifts).

Returns will not be accepted under the following circumstances:

• Personal hygiene items
• Items that have been washed
• Items with external odors (perfume, body odor, smoke, etc.)
• Used consumable goods
• Damage caused by improper use or storage
• Damaged packaging, removed tags, broken seals, removed labels, or stickers
• Writing, tape marks, or markings on the product box

Shipping & Packaging Disclaimer

All items are shipped with basic protective packaging (transparent bag and courier bag).

If additional carton protection via SF Express box is required, please contact customer service. A HKD 20 carton fee applies.

While we take reasonable measures to protect items during shipping, minor damage may occur due to courier handling.

If outer packaging is damaged during transit, please contact the courier company directly to file a claim. As this falls under courier responsibility, we are unable to handle compensation claims on behalf of customers.

Minor box dents or packaging wear caused during shipping do not qualify for return or exchange.

Important Notes

Requests submitted more than 2 days after delivery, or with incomplete documentation, will not be accepted.

To prevent counterfeit disputes, all Jellycat items are non-returnable and non-exchangeable. Please consider carefully before placing your order.

By placing an order and completing payment, you confirm that you have read and agreed to our Purchase Policy and Disclaimer.

We reserve the right of final interpretation and decision.

退換貨事宜

本店所有產品一經下單後，均不設退換，除非符合以下情況：

適用情況

• 收到之貨品有損壞（不包括不影響使用的輕微瑕疵）
• 訂單商品與收到商品不符

退換貨流程說明

1. 檢查貨品

請於收到貨品後兩日內檢查貨品，並將商品瑕疵處、完整包裹及收據拍照及拍攝開箱影片，透過網站「Chat with Us」或電郵方式聯絡客服。

2. 聯絡客服時請附上資料

• 訂單編號
• 姓名
• 電話
• 收件地址
• 瑕疵商品照片
• 開箱影片

資料不齊全恕不受理。

3. 退回商品

經客服確認受理後，請選擇以下方式退回商品：

門市退貨：
可將商品親自送至本店寄賣門市，我們收到並確認商品後，將於 7 個工作天內以原來支付方式辦理退款或補貨。

寄付退貨：
可選擇以寄付方式將商品郵寄至門市（門市不收任何到付包裹），我們收到商品後將於 7 個工作天內以原來支付方式辦理退款或補貨。

4. 退換貨處理

若有現貨：
7 個工作天內包郵補回貨品。

若無現貨：
可選擇訂購同款商品或退款（收到完整商品後 7 個工作天內安排）。

若退回之貨品不符合退貨政策，將以到付方式寄回原件。

無法退貨的情況

退換貨商品必須為全新、未使用且包裝完整，並附上所有原配件。

以下情況不接受退貨：

• 個人貼身用品
• 商品經下水清洗
• 商品沾染非商品本身氣味（如香水、體味、煙味等）
• 已使用過的消耗品
• 因客人使用或保管不當導致商品毀損、刮傷或變形
• 包裝損壞或吊牌、封條、標籤拆除
• 商品外盒有書寫、貼膠或塗鴉

關於運送與包裝

所有貨品均使用基本包裝寄出（透明膠袋＋物流公司運送袋）。

如需使用順豐紙箱包裝加強保護，請額外聯絡客服安排並支付 HK$20 紙箱費用。

如因速遞公司運送導致外盒破損，請直接聯絡速遞公司申請賠償。本店恕不代為處理相關賠償事宜。

因運送過程導致包裝盒輕微碰撞或損耗，不作退換理由。

注意事項

超過兩日未通知或資料不齊全，恕不受理。

為避免假貨問題，本店不接受任何 Jellycat 商品退換，下單前請慎重考慮。

客戶下單及付款，即代表已閱讀並同意本店《購買須知》及免責條款。

本店保留最終解釋及決定權。