We do not do refunds.

We want you to be satisfied with your purchase but we know from time to time, you may need another size or colour, or even another item!

If you'd like to exchange your item, just bring it back to our store or our office in its original packaging, sealed, with original tags within 30 days from the date of purchase. All full-price items can be exchanged for another size or item, or alternatively for store credit (to be utilised within 3 months from the date of purchase). For example, if you purchased a pair of shoes but the size you want is unavailable when you bring it back to exchange, you can select a toy or clothing instead! 

Items which cannot be exchanged: Sale items, personalised items, pillow sets and underwear. Sale of these product categories are final and cannot be returned, refunded or exchanged.

Sale items are strictly non-exchangeable and non-returnable. Please note that if you are buying a sale item as a gift, the recipient will not be permitted to exchange the item.

If you'd like to do an exchange via courier, we can arrange delivery of the replacement item for S$4.50. 

Please mail the item you'd like to return to us (at your own cost) and let us have the tracking number.

Once we have received the items, we will send the replacement item out via courier. We suggest you use a trackable courier as we are not responsible for any parcels that go missing.

Please contact us ahead of time so we can set aside the item in the size you're looking for as there could be a delay in delivery before we receive your returned item.

All personalised items cannot be exchanged once purchased.

Yes! Select shipping and choose either our store at One Holland Village, Cluny Court or The Elly Office. You will receive an email once your order has been packed.

Self-collection can be made at:

The Elly Store at One Holland Village
7 Holland Vlg Wy, #02-43/44
Singapore 275748.

The Elly Store at Cluny Court
501 Bukit Timah Road, #02-31/33
Singapore 259760

The Elly Office
12 Lorong Bakar Batu #04-11
Singapore 348745

Online orders cannot be collected from our stockists. 

Please email us at contact@theellystore.com as soon as possible if you would like to make changes your order. If your order has not been collected by the courier, we will do our best to assist you. Alternatively, you can reach out to our office mobile at 96281037. We will get back to you as soon as we can.

Orders which contain personalisation cannot be amended once made.

If your order has already been collected by the courier, you can bring it down to the store after you have received it to do an exchange, as long as it is within 30 days of your order date.

We are very sorry you received a defective item. Please get in touch with us via email at contact@theellystore.com immediately. We will assist you soonest possible.

Please examine all goods upon delivery and notify us of any discrepancies and/or defects within 30 days of purchase for a valid exchange or refund.

You can use only one discount code per order.

You can still receive free shipping when using a discount code if your order is over S$100 after applying the discount code.

We restock core products regularly. However, some styles are seasonal and will not be restocked.

Sign up for a restock notification on our website. You can also drop us an email with the product and size you're interested in and we'll do our best to help!

All prices are stated in Singapore dollars (SGD). We charge Goods and Services Tax for orders shipped within Singapore.

At our flagship store, we accept Cash, Nets, PayNow, PayWave, VISA, Mastercard and AMEX. We also accept valid store gift vouchers issued by The Elly Store. 

We accept PayPal and credit card payments online.

We recommend checking that your billing details on record with the credit card issuer (such as the security code and zip code) match what you’ve entered on our website, and that your card is not expired.

Your card issuer may have declined your payment so it’s best to check with them before trying your card again. If none of these apply, please reach out to us at contact@theellystore.com.

Our flagship store is at #02-43/44 One Holland Village, 7 Holland Vlg Wy, Singapore 275748.

You can also find us at #02-31/33 Cluny Court, 501 Bukit Timah Road, Singapore 259760 (next to the Botanic Gardens MRT station).

Our stores hold our latest designs, clothing collections, toys and shoes. Due to space constraints, not all items sold online will be available at our retail stores. If you're looking for a specific item, please contact us for a stock check before coming down!

Our store at One Holland Village holds the widest selections of our in-house label, elly, and shoes and toys.

You can find selected elly clothing at our stockists.

Yes! Just drop us an email, text or DM and we'll be able to assist! Reach out to us here.

Our flagship store is at #02-43/44 One Holland Village, 7 Holland Vlg Wy, Singapore 275748.

You can also find us at #02-31/33 Cluny Court, 501 Bukit Timah Road, Singapore 259760 (next to the Botanic Gardens MRT station).

Our store holds our latest designs, clothing collections, toys and shoes. Due to space constraints, not all items sold online will be available at our retail store. If you're looking for a specific item, please contact us for a stock check before coming down!

The height of each Jellycat toy given in the product description is measured from the top of an animal’s head to the bottom of their heel. This means, for example, the perky ears of a bunny are not included in the measurement.

Jellycat toys have variations in their features, which makes each of them special. No two Jellycats will look identical. You can expect there to be variations in their faces, the angles of their faces, their fur and their eyes. We are unable to control these variations of their face or how stuffed they are to determine beforehand how they will look.

If you'd like to choose the Jellycat toy to bring home, we suggest you pop by our store to select that special Jellycat!

Not all Jellycats are suitable for babies. If you’re shopping online, please check the age recommendation in the individual product description before purchase. If you’re at our store, please check the hang tags / product labels of any Jellycat item before purchasing them for a baby.

Sometimes, when Jellycat toys first get delivered to us, some have excess fur from production still on them. We recommend giving them a good shake to let the excess fur fall off first before passing them to your child to play with. Please note to *only surface wash* personalised bunnies.

Unless otherwise stated on the sew-in label, a very light surface wash of all Jellycat toys is recommended with soap and rinsed with cool water. Then for the fur to be dried with a hair dryer with little or no heat.

Some soothers and comforters are suitable for a cool machine wash - please check the sew-in label.

If you’re shopping online, please check the washing instructions in the individual product description before purchase. If you’re at our store, please check the washing instructions on individual Jellycat toys for how to wash.

Yes we do! Head over to our collection of Turquoise Keepsake Gift Boxes for baby showers, full-month or 100-day parties. Keepsake boxes make such a special baby shower gift because each box is personalised with baby's name. You can add on icons under our customisation options to decorate the box. Each hand-painted box is in collaboration with The Workroom.

Do note that these boxes are only offered for orders in Singapore and online. Each box takes up to 5 working days. We are unable to offer this service on the spot in-store as the artist needs time to carry out the personalisation process.

We can do a Ribbon Personalisation for almost all Jellycats. 

If you'd like the personalisation on the toy itself, not all Jellycats have sufficient space on their ears or wings to embroider on. For example, Percy Penguins and Fuddlewuddle Lions aren't personalisable.

Do write to us at contact@theellystore.com if you've got a specific Jellycat you'd like us to personalise. We'll need the name, the animal and the size you intend to purchase in order to advise better. Unfortunately we do not personalise pre-owned bunnies purchased from other places.

Personalisation takes between 3 to 5 working days, excluding shipping arrangements. This may increase during peak periods. If you need it urgently, please check with us before putting through your order.

Yes there are, depending on the size of the Jellycat. We have specified character limits for each size in the checkout process. A space in between alphabets count as a character.

Tiny = 2 characters
Small = 6 characters
Medium = 7 characters
Large = 8 characters
Huge / Really Big / Really Really Big = 10 characters

If you have a long name which you'd like us to sew on a Jellycat, please contact us first before putting through your order.