Return policy
Holiday Shipping Notice
Please note that during the holiday season, delivery times may be longer due to high order volume and possible carrier delays. We recommend placing your orders early to ensure on-time delivery.
Order Processing
ORDERS ARE PREPARED FROM MONDAY TO FRIDAY.
JELLYCAT PRODUCTS ARE FINAL SALE.
Order Cancellations:
We do not accept order cancellations.
If your order has already been processed, please refer to our return and exchange policies for further instructions.
Policy – Unclaimed or Refused Parcels
If a parcel is refused or not collected at the pickup location, a $20 CAD fee*will be charged to cover return shipping and restocking.
For orders that qualified for free shipping, only the value of the products will be refunded. Actual shipping fees and return fees will be deducted from the refund.
If the total fees (shipping + return + restocking) exceed the value of the order, no refund will be issued.
Jellycat products are final sale and are not eligible for refunds**.
Return and Exchange Policy
If you wish to return items purchased online, please contact us within **5 days** of receipt for an exchange or a gift card.
Please note that we do not offer refunds( minus shipping fees).
You have 10 days to request an exchange or store credit.
Products must be unused, intact, and in their original packaging.
Items that have been used will not be credited.
JELLYCAT PRODUCTS ARE FINAL SALE.
When placing an order, you must choose the delivery method that suits you best. Delivery options, shipping fees, and estimated delivery dates will be provided. Once your order is received and paid, we will send you a tracking number so you can follow your shipment.
We accept exchanges within 10 days of receiving the item by mail. The product must be returned in its original condition. Damaged items will not be exchanged.
Sale and clearance items are **non-refundable and non-exchangeable**.
If a return is due to a customer error (e.g., incorrect item ordered), both outgoing and return shipping fees are the customer’s responsibility.
The customer is responsible for providing an accurate shipping address. Return shipping fees are the customer's responsibility. If the customer requests the parcel to be re-shipped, the shipping fees are also at the customer’s expense.
Return shipping fees are the responsibility of the buyer.
If the returned item is not in its original condition, any loss in value will be deducted from the credit.
If an item is presumed lost, the customer must notify us within 30 days of the shipping date indicated in the email notification. Chat Perché will follow up with Canada Post.
After this period, no carrier investigation can be initiated.
Clearance items are final sale.
Authorized Returns
All merchandise returns must be authorized, insured, and securely packaged.
To proceed, you must email us with a return request.
The buyer is responsible for all shipping costs, including return shipping.
We are not responsible for lost or damaged parcels during return transit.
When using a promotional code, coupon, or gift card, the resulting purchase is only eligible for an exchange.
Final sale items cannot be exchanged.
For more information on return or exchange policies, please contact us by email.
Return Shipping Fee
Return shipping fees are the responsibility of the buyer, except in the following cases:
* The wrong item was sent
* A defective item
If an item is defective, the manufacturer will cover the shipping costs when the item is returned to you. The store does not cover these fees.
Defective Items
We always do our best to deliver your purchases without damage.
If you receive a damaged item, please contact us within 10 days of delivery.
After 10 days, Chat Perché cannot replace damaged items, and the matter must be handled directly with the manufacturer.
Chat Perché offers high-quality products and works with reputable manufacturers. Most items are covered by the manufacturer’s warranty, which is usually included in the product packaging.
If you encounter an issue, need additional instructions, or require replacement parts, we recommend contacting the manufacturer directly.
Chat Perché reserves the right to replace broken parts before replacing the entire item.
If a replacement part is unavailable, we will accept the defective item and send a replacement once the defective item is received — **at no additional cost to you**.
Replacement orders or replacement parts for defective items are not eligible for express shipping.