Delivery

We aim to send most orders TRACKED 48, via Royal Mail - this can take anywhere between 3-5 working days. If you haven't received your order within two weeks, please don't hesitate to get in touch. 

If you've purchased a single card, we aim for first class postage, which should arrive the next working day. Multiple cards are sent second class postage. 

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Please note all orders are packed as soon as a staff member is available, therefore orders placed anywhere between Friday - Sunday may not be posted until the following Monday/Tuesday. We try our best to be as speedy as possible, and wish to thank you for your understanding. 

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Please note any Jellycats we post out do not come with a blue dust bag, that is something only Jellycat themselves provide. Sorry for any inconvenience . We do, however, either wrap them in blue tissue, or pop in a blue & white paper bag. 

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Click & Collect

We offer a free Click & Collect service, the item should be ready anywhere between same day of purchase or 2 days (If you wanted an immediate collection, feel free to drop us a call on 0115 9502121 and we will aim to complete your request)

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Returns - Online Purchases 

Online purchases may be returned, as long as they are in the same condition, with all tags/packaging intact, within 28 days of receiving the item, however the postage cost must be covered at your own expense. Online purchases may be returned in store, free of charge, please provide the delivery note/email of original order.

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If on receiving an item that is broken/faulty, please contact us as soon as possible on shop@thetokenhouse.co.uk. All returned postage on faulty/broken items will be covered by us. 

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Returns - In-Store Purchases

Items purchased in store may be returned for a credit note or exchange, within 28 days of purchase - granted the item is in its original condition and with proof of purchase. If you have misplaced the receipt, a credit card statement may be used instead. 

Unfortunately, we do not offer cash/card refunds on items that are unwanted.

All items are checked upon purchase, especially breakables, however we know sometimes faults can slip the net, therefore if an item is faulty/broken, please contact us as soon as possible at shop@thetokenhouse.co.uk 

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It is preferable that an in-store purchase is returned in store, as we do not offer a delivery/collection option. However, if you do wish to post the item back to us, please let us know. The postage cost must be covered at your own expense. 

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If you have any queries, please don't hesitate to drop us a message at shop@thetokenhouse.co.uk,

or call us on 0115 9502121

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