FAQs

Our Stores

Do you have a store where I can try your clothing and shoes on my little one?

Yes! Our flagship store is at Cluny Court, 501 Bukit Timah Road, #02-31/33, 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!

Other than Cluny Court, can we find your collections at other stores?

Our store at Cluny Court holds the widest selections of our in-house label, elly. You can find selected elly clothing at our stockists. A list of them can be found in this page.

Online Orders

Can I pick up my online order at your stockists such as Takashimaya or Tangs Department Store?

All online orders made on our website www.theellystore.com can only be picked up at our retail store at Cluny Court or our office at 12 Lorong Bakar Batu #04-11. Collection hours for our office are between 10 a.m. to 12 p.m. / 2 to 5 p.m. on Mondays to Fridays.

Can I make changes to my online order?

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.

Can I use multiple discount codes on my order?

You can use only one promotion or discount code per order, but can still receive free shipping when using a promo code if your order qualifies.

Do you have questions on Shipping?

Please take a look at our Shipping FAQs here.

Do you have questions on Product Exchanges and Refunds?

Please take a look at our Exchange FAQs here.

Billing

What currency are the prices in?

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

What methods of payment do you accept?

We accept Cash, Nets, PayNow, PayWave, VISA, Mastercard and AMEX at The Elly Store at Cluny Court. We also accept valid store gift vouchers issued by The Elly Store. 

We accept PayPal and credit card payment online.

What can I do if my credit card is declined?

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.

Jellycats

How are Jellycats' height measurements taken?

This 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.

Can I choose the look of a Jellycat toy?

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!

Are Jellycats suitable for babies?

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.

Is it normal for my new Jellycat toy to shed alot of fur?

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.

How do I care for my Jellycat?

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.

Personalisation

Can all Jellycats be personalised?

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 Herman Hermit 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.

How long does it take to personalise a Jellycat?

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.

Is there a character limit for personalisation?

Yes there are, depending on the size of the Jellycat. We have specified character limits for each size in the checkout process.