If you have a question that isn't covered below, please contact us and we'll get straight back to you with an answer.
Jersey & Guernsey
Europe
South Eastern Europe
Rest of World
Click & Collect orders can take up to 1 working day to be ready to be collected. You will be notified by email when your order is ready for collection from our Jellyrolls shop located at:
27 High Street, Leicester LE1 4FP.
Security
Please ensure you bring your confirmation email either in printed form or on your smartphone / tablet and the card you used for payment. If the order was paid for via PayPal you will need your order email and a valid form of photographic ID.
Please note, there are no exceptions to these security checks. You will not be permitted to pick up your order without the above items. Thank you for understanding.
Our Royal Mail deliveries are dispatched First Class (the same day if order is received early enough) and should be with you next working day, however sometimes they may take longer. Due to the worldwide COVID-19 pandemic shipping services can be severely disrupted and this is beyond our control.
Please be aware that weekends are not categorized as working days. Also please be aware that once the items are dispatched, it is no longer in our hands as to when the package will be delivered. Please bear this in mind when ordering from our website.
For larger items we use UPS or Parcelforce's courier services. All of our items come with a tracking number: this number can be entered into the courier or postal site for updates on your item and where it currently is. Details of your parcel's progress may differ from service to service.
When we send you a shipping notification you will receive a tracking code that should link to the carriers tracking service. If it does not then you can copy and paste the code into one of the tracking services below.
If your order is urgent, please mark this on the comments box when you place your order. We will always contact you if we think that anything may delay your delivery. If we receive your order by 2pm we will do our best to dispatch your items the same day. If we are waiting for stock this may not be possible, We'll let you know immediately about the availability of your item and provide you with our best estimate of when you can expect to receive it. We may notify you by email with this information. Please note that weekends are not classed as 'working days'. We will always strive to provide you with the best and quickest delivery available.
All delivery times can be affected by various factors including government restrictions due to pandemic, natural disasters or industrial action. We genuinely understand that this may cause frustration but unfortunately it is beyond our control. We will always endeavour to help but if your parcel is in transit then we will most likely ask for you to be patient.
If you are not at home when the delivery arrives, the parcel will be left at the Post Office for your collection. The Postal delivery person is obliged to leave a card through the door to let you know that this has happened.
Please remember that if the parcel is not collected from the Post Office by a certain date it is returned to us. This date will be shown on the card that the delivery person leaves for you. We do not refund the delivery charge, and we will apply our normal delivery charge for re-sending the item back to you.
You will also receive an email to tell you when the parcel has been dispatched.
You will receive an email from us a few minutes after you place your order confirming your transaction. If you do not receive this, please contact us immediately. It may mean there is an error in the email you gave us or the processing of your order.
It's worth checking your spam filters or junk mail box just in case it has been saved to either of these places.
If you have any questions please contact us.
We provide a secure and fully insured delivery service to most International destinations.
For all our orders overseas we have a minimum charge as detailed above. An extra charge may be added dependent on the weight of the package, but we endeavor to keep any extra charge to a minimum.
We aim to dispatch items placed before 2pm (GMT England time) the same day. If your order is urgent please mark this in the comments box.
We expect most European parcels to take around 3-4 days, USA and Rest of World around 7-9 days although we advise 14 days due to unforeseen circumstances. Due to the worldwide COVID-19 pandemic shipping services can be severely disrupted and this is beyond our control.
If you think a parcel is taking too long please contact us and we can give you the certified tracking number.
Last updated 12 May 2021. E&OE.