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Jilly’s Delivery & Returns Info

Delivery Guide
Buying online from Jilly’s gives you the option to choose between a standard or express delivery services at a competitive price.

UK Delivery
Standard Delivery: A flat rate of £5.99 is charged for UK Standard delivery and is free on all orders over £75.00. Your order will be shipped through Royal Mail. We aim to dispatch items for delivery is within 2-3 working days.

UK Next Day Delivery: A flat rate of £9.99 is charged for UK Next Day delivery and is free on all orders over £100.00. This delivery option is only valid for orders placed Monday – Thursday before 12 noon and will be delivered the next day by 4pm. Orders placed on a Friday before 12 noon will be delivered on a Monday and orders placed on Saturday or Sunday will be delivered on a Tuesday. Your order will be shipped using Royal Mail or APC Overnight courier. A signature is required upon delivery. Please note that any requests for items to be left in a specified ’safe place’ without a signature are at the customer’s own discretion.

*Please Note: If placing an order for delivery to Scottish Islands, Northern Ireland, Isle of Man, Isle of Wight, Jersey, Channel Islands, Orkney or Eire please call or email for delivery costs. Your initial order will be processed however may be applicable to additional charges after checkout has been completed. Postcodes classed as Islands/Offshore are the following: BT (ALL), HS1-9, IM (ALL), IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA30, PA32-34, PA41-49, PA60-78, PH42-44, TR21-25, ZE1-3

International Delivery
We provide a secure and fully insured delivery service to most International destinations via International Signed Delivery, DPD International or Fedex. Delivery charges are dependent on destination.

Delivery of Nursery Goods
Please allow up to 28 days for delivery on all nursery goods subject to product availability. Delivery charges may vary depending on item weights. Please note that we can only delivery nursery goods and furniture to Mainland UK (we do not have a delivery service available to overseas countries or to the Scottish Highlands).

Out of Stock Items

If your item is temporarily out of stock with the manufacturer we will contact you to provide an estimated delivery timescale.

If your item is out of stock for a significant period of time we will of course be happy to offer you a full refund or exchange the item for something else if you wish.

Change of Address
Please let us know immediately if you have made a mistake with your delivery address so we are able to change it for you. Once your order has been dispatched, we cannot send to a different delivery address.

If you choose a delivery address different to the invoice address (e.g. a work address where the delivery can be signed for by anyone at the address), we are not responsible if someone else signs for the order and it goes astray.

Packaging and Recycling Policy
Jilly’s Online operates a recycling policy and frequently re-use packaging to ship products that are different to those that appear on the original box. If you receive a package that has a different brand or product on the box other than what you are expecting, please open the box to determine if the product is incorrect. Opening your order does not affect any returns assuming the product is returned in perfect condition.
If in the event the order you receive is in any way damaged please ensure it is signed for as damaged. We will not be able to accept responsibilty of any damages if they are not recorded.

Returns Info
What if my order is damaged?
All damages must be reported to us in writing or by email within 7 working days. If the goods need to be returned, a repair, refund or replacement will be offered depending on each individual case.

How do I return my order?
If for any reason you change your mind, Jilly’s will be happy to refund or exchange any item within 14 days of receipt of your goods. We only ask that you return goods unused and in original packaging. Please contact us before sending items back either by telephone or email. Please remember to include your name, address, telephone number, email address and reason for returning the goods.

Without prejudice, no refund or exchange will be given for: (a) nappies, toiletries, bottles or other personal items; (b) self-assembly furniture once partially or fully assembled; (c) curtains and bedding once removed from packaging;

*Please Note: If you are returning unwanted goods you are liable for the cost of returning the items back to us. If you are returning faulty goods this charge will still stand and will only be refunded complete with your order amount when said goods are confirmed as faulty by our customer services department and within the manufacturers guarantee.

Sale Items
Please note all sale or discounted items are non-returnable.

Cancellation Rights
Any order can be cancelled in writing (email or letter) within 7 working days of receiving your order under the Distance Selling Regulations. Postage costs involved in returning cancelled orders are at the expense of the consumer and are detailed in the section above. This does not affect your statutory rights.

Help
For help with delivery or returns information please email Jilly’s Customer Services team at info@jillysonline.com.
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