Refund policy
We want every toy you order from Jelomi to be right for the child you're buying it for. If it isn't, we make returns straightforward.
Please carefully read this policy and after that you can visit our Request a return page to start your request.
Shipping & Returns
We currently ship to UK addresses only. This policy applies to all orders delivered within the United Kingdom.
Within 24 hours of ordering — email us and we'll cancel it and refund you in full straight away, before it's packed.
After that — your order is usually already packed or with the carrier, so we can't stop it. You can still cancel: refuse delivery, or return it once it arrives, and we'll refund you.
Once you've told us you're cancelling, you have a further 14 days to send the goods back.
Our 30-day returns window
On top of your statutory rights, we accept returns for any reason within 30 days of delivery.
To be eligible, the item must be:
- Unused and in the same condition you received it
- In its original packaging, with everything that came in the box
- Accompanied by your order number
We can't accept returns on items damaged through misuse after delivery, or sent back outside the 30-day window.
How to start a return
- Email us at contact@jelomi.com with your order number and which item you'd like to return.
- We'll reply within one working day with a returns label and the address.
- Pack the item securely in its original packaging.
- Once it reaches us and we've checked it, we'll process your refund.
Please contact us before sending anything back. Returns that arrive without prior arrangement may be delayed.
Return postage
| Reason | Who pays |
|---|---|
| Item arrived damaged | We do |
| Item is faulty | We do |
| Wrong item or quantity sent | We do |
| You've changed your mind | You do — see below |
If you're returning something because you've changed your mind, we'll send a pre-paid tracked label and deduct the cost from your refund. You don't pay anything up front, and the parcel is tracked the whole way.
Where a return is our fault, we cover the postage entirely.
Damaged or faulty items
If something arrives damaged or faulty, email us with:
- Your order number
- A description of the problem
- Photographs of the item and the packaging
We'll arrange a replacement or a full refund at no cost to you, including return postage.
Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item and get a full refund. After that, and for the first six months, you're entitled to a repair or replacement, and to a refund if that isn't possible.
Refunds
Once your return reaches us and we've checked it, we process the refund within 3 working days, back to the payment method you used at checkout. Your bank may take a further 3–5 working days to show it on your statement.
Where you're exercising your statutory 14-day cancellation right, we'll refund you within 14 days of receiving the goods back, as required by law.
You'll get an email confirmation when the refund is issued.
Restocking fees
We don't charge them. On a change-of-mind return, the only cost you cover is the pre-paid label.
Sale items
Sale and discounted items are returnable under the same 30-day policy. Your statutory rights apply to sale items exactly as they do to full-price ones.
Items we can't accept back
- Items returned outside the 30-day window
- Items showing signs of use or damage caused after delivery
This doesn't affect your right to return a faulty item.
If a parcel goes missing
Until a parcel is in your hands, it's our responsibility — that's the position under the Consumer Rights Act 2015.
If tracking shows delivered but nothing has arrived, check any safe place you've agreed with the carrier and ask your neighbours first, as parcels are often left next door. If you still can't find it, contact us within 7 days of the delivery date and we'll open an investigation with the carrier and put it right.
Your legal rights
Consumer Contracts Regulations 2013 — 14 days from delivery to cancel for any reason, a further 14 days to return the goods, and a refund from us within 14 days of receiving them.
Consumer Rights Act 2015 — goods must be of satisfactory quality, fit for purpose and as described. Faulty goods carry a 30-day right to reject, then a right to repair or replacement.
Nothing in this policy limits those rights.
Contact
Email: contact@jelomi.com
Reply time: within one working day, Monday to Friday
Business address: 45–46 South Bridge, Edinburgh EH1 1LL, United Kingdom
Opening hours: Monday to Friday, 9:00 AM – 5:00 PM UK time