CUSTOMER NOTICE JUNE 2026:

WE WILL NOT BE DISPATCHING ORDERS ON FRIDAY 19TH JUNE. ANY ORDERS RECEIVED AFTER MIDDAY ON 15TH JUNE WILL BE DISPATCHED ON 22ND JUNE.

Delivery service update July 2025

We are currently only offering Tracked 48 2-5 working days delivery

*We now only despatch parcels on Mondays and Fridays.*

Any orders received before 9am on a Monday or Friday will be dispatched that day. All orders after 9am on these days will not be sent out until the next dispatch day.

This overrides the information below regarding our previous  delivery service.

Deliveries to storage facilities

We do not deliver to storage facilities or freight forwarders.

If you place an order to an address that is providing this service your order will be cancelled.

If you place an order using an incorrect name or telephone number (which we will check and confirm) we will cancel the order.

Any orders cancelled that we find are using made up names and contact details and or using a storage facility or parcel forwarder will not be sent and will be refunded less Pay Pal fees and a £10 admin charge.

Please do not order goods from us if any of these things apply.

 

Our Service

We ship all our parcels with Royal Mail using their tracked services, which gives a fast tracked service which can be monitored by the customer and us.

We try our very best to be as sustainable as possible. We recycle cardboard boxes by re-using them for online orders. We use paper bags to wrap our products as much as we can. Rather than using wasteful expensive packaging we send a sweet treat with every order.

Please note that Jellycat dust bags (blue logo drawstring bag) are something that only Jellycat send with their online orders and are exclusive to their Web shop. Our Jellycat’s do not come packed in these.

Please note the following:

1. We only despatch parcels Mondays and Fridays and not bank holidays or weekends
2. Royal Mail do deliver some parcels on a Saturday and  Sunday but this cannot be guaranteed.
3. All delivery times quoted are working days (Monday -Friday)
4. Royal Mail aims to deliver Tracked 48 (our standard service) within 2-5 working days (Monday-Friday) £4.99
5. Special delivery is our fastest service and if ordered before 1pm the parcel will arrive before 1pm the next working day including Saturday but not Sundays. £10
6. Special delivery is our only service that is guaranteed to arrive within the stated time-frame. We cannot provide refunds on postage for delayed Tracked 48 parcels.
7. As soon as your parcel leaves us you will be sent tracking information via text or email. From this you will be able to track the progress of your parcel.
8.  We are unable to cancel orders once the order has been made and you have a confirmation email from us (see below).
9.  We are unable to ship separate transactions/orders together as one parcel once the transaction has been made.
10.  If you need to contact one of our team, please email online@jeremyshomestore.co.uk.

Collect in Store

At the checkout stage, click the ‘Collect in Store’ option and you can pick up your order from our Tunbridge Wells store.

As soon as your parcel is ready to collect you will be sent an email that will say “Your order is ready to collect at our Tunbridge Wells Store”

Orders  will be available after two working days . You will receive a confirmation email when your order is ready to collect.

If you require an item urgently please email or call us and we will endeavour to make sure your order is available as soon as we can, we may even be able to pick the item and hold it for you at our store.

Please note our online parcels are not picked and packed at the store and need to come from our warehouse to the store first.

The store is located at: 26-28 Monson Road, Tunbridge Wells, TN1 1ND 01892 525976 option 2

Tracked48

3-5 working day fully tracked service.

please note we cannot offer a guaranteed delivery date with this postage option and if your parcel arrives outside of the time frame, we are unable to claim compensation for postage costs

£4.99 per order

Special Delivery

Next day guaranteed delivery before 1pm on a  Tuesday – Saturday only (please note parcels can not be delivered on a Sunday or a bank holiday)

The only way to get a Monday delivery would be to order before 1pm on a Friday. This does not include Bank Holiday Mondays or parcels sent on Good Friday.

In order to use this service you must order before 1pm.

If  you place an order on a Friday after 1pm your parcel will be dispatched on a Monday (not Bank Holidays) and delivered on a Tuesday.

If you place an order on a Saturday your parcel will be dispatched on a Monday and delivered on a Tuesday.

If you place an order on a Sunday your parcel will be dispatched on a Monday and delivered on a Tuesday.

If you place an order on a Bank holiday (including Good Friday, Christmas Day, Boxing Day and New Years Day) your parcel will not leave us until the next working day and will be delivered on the following working day.

£10.00 per order

In the unusual event that your parcel arrives after 1pm, we can only offer a refund of £5.00.

Special Delivery parcels will need to be received by a person at the shipping address and a signature and name will be required.

If there is no one at the address to receive the parcel , the post person will take it back to the depot and leave a call card.

Special delivery parcels cannot be left in safe places.

Any changes to the original delivery of the parcel by customers once it has left our warehouse can affect the timing of delivery, so we advise customers against doing this.

We cannot refund any postage if the parcel is undelivered due to their being no one at the address to receive it.

We recommend that you give a name and a clear signature that can be easily traced should the parcel need investigating by Royal Mail.

 

Tracking your parcel

When your parcel leaves our warehouse you will be sent tracking information by SMS  to the mobile phone number and by email to the address provided to us on your order. Please note that this may go to your JUNK inbox.

It is the customers responsibility to track the parcel and monitor updates.

If you have been sent tracking information and your parcel has not arrived on the day you have been messaged, please let us know by email as soon as possible, we will be able to contact Royal Mail for you for updates.

You can chose to change the tracking using the link in the text or email sent to you, if you do this and chose to collect from the delivery office or another delivery day, please be aware that we are not able to intercept your request and it is the customers responsibility to ensure that the parcel is collected or received on the day that was requested.

Student/multiple occupancy accommodation/ business addresses and Hotels.

When ordering for a parcel to be sent to any of the above addresses, it is the customers responsibility to make sure that the parcel can be delivered to a safe and secure place and is collected and monitored by the customer.

Please ensure that you follow all the tracking updates and the parcel is collected as soon as possible from the concierge or post room.

Please ensure that we are notified within 3 days of the tracking delivery date if your parcel has not arrived or cannot be found.

GPS Tracking will be taken from the scanned parcel outside the building and will be given to either a reception, post room or concierge.

Our tracked service does not obtain a signature on delivery.

Our Special Delivery service will obtain a signature on delivery and a name, we do recommend that you sign a clear name that can be easily read and matches the name given to the delivery person, should the delivery need investing, this supporting information will speed up the process.

Please ensure your address is 100% correct

Please contact us immediately if your parcels tracking does not match your delivery.

We cannot be held responsible for parcels that have been delivered but not collected from post rooms or concierge.

 

Cancelling orders

Unfortunately, we are not able to cancel orders once the sale has been completed and on our system.

It will be processed and sent as normal. Should you wish return the item, you must do this at your own expense. Refunds will be made in 5-10 days from the receiving the goods and will be less any outward delivery costs.

Cancelled orders will be refunded less PayPal fees incurred by us.

Adding to orders

We are unable to add to orders once they have been placed on our system.

Combining multiple orders.

If you place multiple orders with us in the same delivery day, we are unable to combine these orders into one shipment. All orders will be sent separately and postage cannot be refunded.

International Parcels

We do not send parcels outside the UK.

Correct Address

If you have entered the incorrect delivery address at the checkout page then please contact us via email us at online@jeremyshomestore.co.uk as soon as possible as we may be able to amend the order if it has not been dispatched.

However, if the parcel has be sent and consequently ends up elsewhere, we will be unable to offer a refund.

We can assist with trying to track the missing parcel. Please email us online@jeremyshomestore.co.uk.

If the parcel is returned to us, we can resend it after receiving a further postage payment, or refund the product amount less your postage costs.

If the parcel has been incorrectly addressed by the buyer at the checkout stage and does not reach its intended home and the customer requires a full refund, we will have to deduct the pay pal or stripe payment fee from the final refund. This is around 5% of the total purchase price.

Parcels can take up to 28 days to be returned back to us and a further 5-10 days for a refund to be processed.

Parcels left in Safe places

We do not recommend that you ask for parcels to be left on doorsteps or safe places and we cannot be held responsible for parcels that then go missing.  The post person delivering your item has the overall choice as to whether the parcel is left in the safe place. If the post person cannot find a safe place, a calling card is left and the parcel is held at the sorting office.

Please check with neighbours/concierge and safe places if your parcel is showing delivered on the tracking.

If the parcel is not collected from the sorting office it will be returned to us. We will only be able to re send the item if a further postage payment is made.

Collect in Store

At the checkout stage, click the ‘Collect in Store’ option and you can pick up your order from our Tunbridge Wells store.

As soon as your parcel is ready to collect you will be sent an email that will say “Your order is ready to collect at our Tunbridge Wells Store”

Orders  will be available after two working days . You will receive a confirmation email when your order is ready to collect.

If you require an item urgently please email or call us and we will endeavour to make sure your order is available as soon as we can, we may even be able to pick the item and hold it for you at our store.

Please note our online parcels are not picked and packed at the store and need to come from our warehouse to the store first.

The store is located at: 26-28 Monson Road, Tunbridge Wells, TN1 1ND 01892 525976

Missing Parcels or non delivery

It is the customers obligation to check the tracking (this will be sent to you by email and SMS text by Royal Mail,  you will also receive an email from us to confirm that your parcel has been despatched) on your parcel and inform us within 3 days of non delivery in order for us to be able to launch an investigation. We cannot accept claims for non delivered goods beyond 5 days of the DELIVERED tracking information.

In the unlikely event that your parcel does not arrive, please contact us as soon as possible by emailing online@jeremyshomestore.co.uk.

To speed up the investigation process please include your full name and order number. We will be able to trace the journey of your parcel through Royal Mail and if it has been delivered we will be able to obtain GPS tracking to ascertain its whereabouts. We can only speak to Royal Mail with web based chat and sometimes we can only get information which can take up to 48 hours.

If  sadly your parcel is lost, we are unable to send out replacement goods or provide a refund until 10 working days after the due delivery date of the parcel. In most cases parcels do turn up before this deadline.

Queries

For online help please email online@jeremyshomestore.co.uk between 9am and 4pm.

For store help please call 01892 525976 option 2 – please note that we cannot take online queries over the phone and you will be asked to email the above address.

Staff at our store in Tunbridge Wells can only deal with questions regarding collect in store or store based enquiries.

Please do not call our store about online orders, our staff cannot help and have no information regarding online orders.

If you have any questions regarding delivery options, email online@jeremyshomestore.co.uk

We endeavour to answer all your queries as soon as we can.

Our online staff are on hand to help between 9am-4pm Monday to Friday.

Our store Staff are on hand to help between 9am -5pm Monday – Saturday.

Refunds

Please see our Refund page.