Frequently Asked Questions

We want you to be happy with what you receive. We know that sometimes a different size, colour, or item is needed. You’re welcome to exchange any full-price item within 30 days of your order date.

To be eligible, items must be unworn, unwashed, and unused, with all original tags attached and in their original sealed packaging. Items purchased as part of a set must be returned as a complete set.

You can exchange for another size, a different item, or receive store credit valid for 3 months. For example, if your shoe size is unavailable, you can swap for clothing or a toy of equivalent value instead.

Sale items are strictly non-exchangeable and non-returnable. This applies even when a sale item is purchased as a gift. The recipient will not be able to exchange it.

Yes. If you’d prefer not to come in, we can arrange courier delivery of your replacement item for S$5, once we have received the original item back from you.

To get started, email us at contact@theellystore.xyz with your order number. Our team will respond within 3 business days with instructions. You are responsible for the cost of sending items back to us. We recommend using a trackable courier.

Once we receive and verify your returned item, we will issue store credit as a gift card valid for 3 months, excluding original shipping costs, or dispatch your replacement via standard courier.

Personalised items cannot be exchanged once purchased, as they are made especially for you.

We do not offer refunds in cash or back to your original payment method. All eligible returns are issued as store credit.

Yes. At checkout, select shipping and choose your preferred collection point. You’ll receive an email once your order is packed and ready.

One Holland Village
7 Holland Vlg Wy, #02-43/44, Singapore 275748

The Elly Office
12 Lorong Bakar Batu, #04-01, Singapore 348745

Please email us at contact@theellystore.xyz or call 9628 1037 as soon as possible. If your order has not yet been collected by the courier, we’ll do our best to help.

Orders containing personalisation cannot be amended once placed. If your order has already been dispatched, you’re welcome to bring it in for an exchange within 30 days of your order date.

We are sorry about that. Please get in touch with us as soon as possible at contact@theellystore.xyz.

Please examine your order upon delivery and notify us of any discrepancies or defects within 30 days of purchase for a valid exchange or resolution.

Only one discount code can be applied per order. If your order total exceeds S$100 after the discount is applied, you will still qualify for free standard shipping.

We restock our core products regularly, though some seasonal styles may not return. Sign up for a restock notification directly on the product page, or email us with the item and size you’re after.

You have up to 6 months to collect your order. If you need it sent to you instead, please contact contact@theellystore.xyz and we can arrange courier delivery.

Orders left at a collection point for more than 30 days will be returned to our office. We will send you a reminder at the one-month mark. Items remaining uncollected after 6 months from the date of purchase may be disposed of.

All prices are in Singapore Dollars (SGD) inclusive of GST. GST is charged on orders shipped within Singapore.

In store: Cash, NETS, PayNow, PayWave, VISA, Mastercard, AMEX, JCB, and Elly Store gift vouchers.

Online: Credit card and PayPal.

Check that your billing details, including your security code and billing address, match what your card issuer has on file, and that your card has not expired.

Your card issuer may have flagged the transaction, so it is worth checking with them directly. If the issue persists, contact us at contact@theellystore.xyz.

If Shopify flags the transaction as a risk, we will cancel the order and refund payment.

Yes. Our flagship store carries our latest clothing, shoes, and toys at One Holland Village, #02-43/44, 7 Holland Vlg Wy, Singapore 275748.

Due to space constraints, not everything available online will be in store. If you’re after something specific, contact us for a stock check before you visit.

Our One Holland Village store carries the widest range of our in-house label elly, as well as our shoes and toys collections. Selected elly clothing is also available at our stockists.

Absolutely. Drop us an email, text, or direct message and we’ll be happy to assist. You can reach us here.

Yes. Elly Rewards lets you earn points with every purchase and unlock rewards as you grow with us. Visit our rewards page to find out more.

Jellycat sizes are measured from the top of the animal’s head to the bottom of their heel. This means that features like a bunny’s ears are not included in the measurement.

Each Jellycat is wonderfully unique. No two will look exactly alike. There are natural variations in facial features, fur, and stuffing that make every toy special. We are unable to select or predict how any individual toy will look.

Not all Jellycats are suitable for babies. Check the age recommendation on the product page when ordering online, or the hang tag in store, before purchasing for a young child.

Yes, this can happen. Some Jellycats arrive with a little excess fur from the production process. Give the toy a good shake before passing it to your child so any loose fur can fall away first.

Unless the sew-in label states otherwise, surface wash with mild soap and cool water. Some soothers and comforters are suitable for a cool machine wash. Always check the sew-in label first.

For more detailed guidance, including how to dry and care for Jellycat fur, see our Care Guide.

We are unable to provide dustbags for all Jellycats. When Jellycat sends us a toy in a dustbag, which they do for certain sizes, we will include it with your order.

From 1 September 2025, we are no longer permitted to personalise Jellycat toys. If you’d still love something unique, we offer a range of other personalisable gift options.

Always check the care label or product packaging first, as care varies by material and product. For most clothing and pillows, use cold water with a mild detergent, separate light and dark colours, and air dry. Avoid soaking, bleach and tumble drying.

For shoes, clean according to the material and the instructions in the shoe packaging. Some styles can be hand-washed, while others need a damp cloth only.

For step-by-step care instructions for clothing, shoes, pillows and Jellycat toys, visit our Care Guide.

Yes. Our Turquoise Keepsake Gift Boxes are a beautiful option for baby showers, full-month, or 100-day celebrations. Each box is hand-painted and personalised with your baby’s name. You can also add icons to decorate.

Yes. Character limits vary by product and are specified on each individual product page. Please note that spaces between letters count as a character.

If you have an unusual or non-standard text request, contact us at contact@theellystore.xyz before placing your order.