Shipping & returns policy

1. Where we deliver

This policy explains how delivery, cancellations, returns, replacements and refunds work when you order a physical product from Jinglebell.

It should be read alongside our Terms of Service. Nothing in this policy affects your statutory rights.

We currently accept orders for delivery within the United Kingdom, including England, Scotland, Wales and Northern Ireland.

We do not currently offer delivery to the Channel Islands or Isle of Man.

2. Delivery charges

We deliver within the UK only. Delivery is free on orders of £49 or more, otherwise it is £4.99.

For orders below the free-delivery threshold, the delivery charge is calculated and displayed at checkout before you place your order.

You will only pay the delivery charge shown at checkout, even if your order is sent in more than one package.

3. Delivery estimates

The estimated delivery timeframe for your order will be shown when you order.

Delivery dates and timeframes are estimates unless we expressly state otherwise. Because our products are personalised and produced and delivered using third-party manufacturing, fulfilment and delivery providers, actual delivery times can sometimes be affected by circumstances outside our direct control.

If there is a significant problem or delay with your order, please contact us at elf@jinglebell.io and we'll look into it.

4. Orders arriving separately

Some orders may contain products made or dispatched by different fulfilment providers. This means items from the same order may arrive in separate packages or at different times.

You will not be charged additional delivery fees simply because we send your order in more than one package.

If part of your order has arrived but another item has not, please check any available delivery or tracking information. If you're concerned about a missing item, contact us at elf@jinglebell.io and we'll look into it.

5. Tracking your order

Where tracking is available for your order, tracking information may be provided for your delivery. Some delivery services may not include tracking.

If your order is sent in more than one package, tracking information may be provided separately for each tracked package.

6. Changing your delivery address

Please check your delivery address carefully before placing your order. Our personalised products are made and dispatched by third-party fulfilment providers, so if an incorrect or incomplete address causes delivery to fail, it may not be possible to simply resend the original parcel and a replacement order may need to be made.

If you realise you've made a mistake after ordering, contact us as soon as possible at elf@jinglebell.io.

We recommend contacting us within 8 hours of placing your order because this may increase the chance that we can help before production begins. However, the 8-hour period is not a guaranteed amendment period.

We will do our best to help, but we cannot guarantee that we can change a delivery address once an order has been placed or entered production.

If an order cannot be delivered because the delivery address you provided was incorrect or incomplete, please contact us. If you would like a replacement, we may ask you to cover the reasonable cost of producing and delivering it, as the original delivery could not be completed using the address provided with your order.

If the delivery problem was caused by us, we'll put it right at no additional cost to you.

7. Delayed or missing orders

If your order has not arrived within the estimated delivery timeframe, please check any tracking information available to you and allow for any updates from the delivery provider.

If delivery is unsuccessful, please check any delivery or tracking information available to you, as your parcel may be awaiting collection or the delivery provider may provide further delivery instructions.

If you are concerned that your order has been significantly delayed or lost, contact us at elf@jinglebell.io and we'll investigate with the relevant fulfilment or delivery provider.

If tracking says your parcel has been delivered but you cannot find it, please check the delivery information and, where appropriate, with other members of your household, neighbours or any safe place identified by the delivery provider. If you still cannot locate it, contact us and we'll look into it.

8. Personalised products and change-of-mind returns

Every physical Jinglebell product is personalised specifically for you using the personalisation and content you provide.

Because these products are made to your specifications and are clearly personalised, they generally cannot be returned or cancelled simply because you have changed your mind.

This includes where:

• you no longer want the item;
• you made an error in the personalisation and we accurately reproduced the information you supplied; or
• you selected the wrong size or product and we supplied what you ordered.

We do not offer voluntary size exchanges for correctly supplied personalised products.

9. Cancelling or changing an order

If you realise that you've made a mistake after ordering, contact us as soon as possible at elf@jinglebell.io.

We recommend contacting us within 8 hours of ordering to give us the best chance of helping.

We may be able to amend or cancel your order before it enters production, but we cannot guarantee this. The 8-hour period is a recommendation and is not a guaranteed cancellation period.

Once production has started, we may be unable to change or cancel the order because it is being made specifically for you.

10. Faulty, damaged, misprinted or incorrect products

If your item is faulty, damaged, materially misprinted, not as described or otherwise does not meet your legal rights, please contact us as soon as possible and, where possible, within 3 weeks of delivery at elf@jinglebell.io. This helps us investigate and resolve the problem as quickly as possible.

You may have a short-term right to reject faulty goods within 30 days, as well as other rights that may apply after that period.

If there is a problem with your item, please contact us before arranging a return. We may ask you to provide photographs or other reasonable information about the problem and will provide the appropriate instructions.

Depending on the circumstances and your legal rights, the appropriate remedy may include a replacement, reprint, refund or another remedy required by law.

11. Returns

Because Jinglebell products are personalised, we do not operate a general change-of-mind returns or exchange service for correctly supplied products.

Where a return is appropriate because there is a problem with an item, please contact us before sending anything back. We will provide the appropriate instructions for your circumstances.

Please do not send products to our correspondence address unless we specifically instruct you to do so.

12. Refunds

Where a refund is due, we will process it without undue delay using the original payment method where appropriate.

Once we have issued a refund, the time it takes to appear in your account may depend on your payment provider or bank.

13. Your statutory rights

Nothing in this policy excludes or restricts your statutory consumer rights.

14. Contact us

If you have a question about delivery, a return or a problem with your order, please contact us at: elf@jinglebell.io.