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Orders:
1. How do I know you have received my order?
After you have completed your order, you will be redirected to a confirmation page which will contain your order number. This will also be emailed to you.
2. When will I receive my order?
Orders are sent usually the same or next day as the day you placed your order.
- In the UK, estimated timescales are 1-3 working days depending on the option you chose at the checkout
- For Europe this is usually 3-5 working days
- Anywhere else, this is usually 6-7 working days
Please visit our Shipping Information page for estimated delivery timescales.
3. Do I need to be in for my order?
Unless you select 'International Tracked and Signature' at checkout, you do not need to be in to receive your order.
Our items are sent in boxes that are able to fit through a standard letterbox (so no more missed deliveries)!
4. My order still hasn't arrived. What should I do?
In the unfortunate event your order doesn't reach you, please get in contact via our Contact Us page.
We ask that you wait 7 days after the estimated delivery date before contacting us.
5. Can I amend/cancel my order?
Please get in contact as soon as possible if you would like to amend/cancel your order. This is to check if your order has already been processed or not.
Unfortunately if your order has already been shipped, then we aren't able to amend or cancel orders. Please follow the returns process instead.
6. Can I exchange my order?
Unfortunately we are unable to provide an exchange.
If you would like to exchange a product, please return your existing product and re-purchase the item you are requesting.
7. What happens if I've been sent an incorrect/faulty item?
We're sorry to hear this! In the unlikely event this does occur, please get in contact with the following details:
- Your name
- Order number
- Photo of the incorrect/faulty item
Our team will gladly help you sort this out.
8. Will my order be sent in one parcel?
We aim to send our items in one box for your benefit and to help the environment.
Currently we can fit 4 notepads in one box, however any more than this will need to be sent in another parcel.
9. Will I need to pay customs on my order?
Unfortunately Jellyhead is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by Jellyhead.
For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
Shipping and Returns
1. Which shipping carrier do you use?
All of our items are sent out via Royal Mail.
2. What shipping options are available to me?
This depends on your location. If you are in the UK, we offer:
- First Class
- Second Class
- Royal Mail 24 (tracked)
- Royal Mail 48 (tracked)
FREE Second Class shipping is offered to UK residents on orders over £15!
For everywhere else, we offer:
- International Standard
- International Tracked and Signed
3. How long does shipping take?
- In the UK, estimated timescales are 1-3 working days depending on the option you choose.
- For Europe this is 3-5 working days.
- Anywhere else, this is 6-7 working days.
Please visit our Shipping Information page for estimated delivery timescales.
4. How much does shipping cost?
Our shipping rates can be found below. They are also on our Shipping Information page.
United Kingdom
| Shipping Options | Delivery Time (Aim) | Price |
| FREE Second Class (spend over £15) | 2 – 3 Working Days | FREE |
| Second Class | 2 – 3 Working Days | £1.50 |
| First Class | 1 – 2 Working Days | £2 |
| Tracked 48 | 48 Hour | £3 |
| Tracked 24 | 24 Hour | £4 |
Europe
| Shipping Options | Delivery Time (Aim) | Price |
| International Standard | 3 – 5 Working Days | £6 |
| International Tracked and Signed | 3 – 5 Working Days | £10 |
Rest of the World
| Shipping Options | Delivery Time (Aim) | Price |
| International Standard | 6 – 7 Working Days | £11 |
| International Tracked and Signed | 6 – 7 Working Days | £15 |
5. What is your returns policy?
- Please notify us within 14 days of receiving your items if you would like to initiate a return to receive the returns address
- You will then have an additional 14 days to return your items to us
- All items must be in new, unused condition and free from marks, creases or missing pages
- It is your responsibility to ensure your items are adequately packaged until they arrive at the destination. We have the right to refuse a refund if items arrive damaged
- Returns must be made at your own cost. We are unable to refund return costs to you unless your item is faulty
6. How do I initiate a return?
Please get in contact with us within 14 days of receiving your items if you would like to initiate a return.
Unfortunately we are unable to process returns after this period.
7. How do I know if you have received my return?
Once we have received your return, we will send you an email to let you know that it has been received.
Please note: you are responsible for picking your returns carrier. We cannot take responsibility for items that fail to reach us.
8. Will you pay for my return?
Unless your item is faulty or incorrect, we are unable to pay or reimburse you for your return costs.
9. What if I've been sent an incorrect/faulty item?
We're sorry to hear this! In the unlikely event this does occur, please get in contact with the following details:
- Your name
- Order number
- Photo of the incorrect/faulty item
In this instance we will bear the return costs associated. This does not affect your statutory rights.
10. When will I receive my refund?
We aim to provide a refund to the original payment method within 10 working days.
Payment:
1. How do I make an order on your website?
When you are ready to proceed to the checkout, follow the steps given so that we can confirm all your details, including payment authorisation. We will then acknowledge your order by email.
2. What payment methods do you accept?
We take the following payment methods:
- Visa
- Mastercard
- American Express
- Google Pay
- Apple Pay
3. Is my transaction secure?
We take your security very seriously and your details are safe with us.
We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. To better protect our customers when making online payments you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.
