Shipping, Returns & Refunds (UK)

Last reviewed 9th November 2026

This policy applies to physical goods sold by Jolly Learning Limited through our UK online shop, including the UK shop pages on jollylearning.com and shop.jollylearning.co.uk and their associated checkout, for delivery within the United Kingdom. It also applies to UK telephone, email or purchase-order sales where our UK Terms of Sale are supplied before acceptance.

1. Delivery charges and dispatch

UK Standard delivery is currently £5 per order. Available services, the final delivery charge, expected delivery times and any postcode exclusions or additional charges are shown before you order. Consumer-facing prices include VAT where payable. Orders and refunds are processed in pounds sterling (GBP).

We aim to dispatch in-stock orders within 3–4 working days after receipt of your order and successful payment authorisation, or approval of agreed credit arrangements for school/business orders. Weekends and UK public holidays are excluded. This is a dispatch estimate, not a guaranteed arrival date. Pre-order availability and any different arrangements will be stated before purchase.

We normally use Royal Mail or an appropriate parcel carrier. A signature may be required depending on the order and service. We cannot currently deliver to PO Box or BFPO addresses.

If an item becomes unavailable, we will contact you to explain your options. We will not substitute a materially different product without your agreement. Where we cannot supply goods, any payment taken will be refunded without undue delay. We will seek agreement to materially revised delivery arrangements. If we choose to split an order, there is no additional delivery fee; charges for separate shipments you request must be agreed in advance.

2. Delivery problems, delays and responsibility

Check your delivery address before ordering and contact us promptly if it is wrong. We cannot guarantee a change after processing or dispatch. Where you cause a failed delivery, we may agree a reasonable redelivery charge with you in advance. We do not impose an automatic penalty or remove consumer cancellation rights.

For consumers, unless another delivery period is agreed, we deliver without undue delay and within 30 days after the contract is made. If delivery is late, you may give us an appropriate additional period and cancel if we still fail to deliver. You may cancel immediately if we refuse delivery, timely delivery was essential in the circumstances, or you told us before contracting that the agreed date was essential. Sums due following cancellation are refunded without undue delay.

Contact us if an order is missing or tracking appears incorrect. We will investigate with the carrier; you do not need to pursue the carrier yourself. Your consumer cancellation or refund rights do not depend on the carrier completing its investigation. If disruption outside our reasonable control delays delivery, we will notify you and take reasonable steps to reduce its impact without removing your rights.

For consumers, goods remain at our risk until you or your nominated recipient takes physical possession, unless you independently appoint a carrier we did not offer, when the applicable legal rules apply. For business customers, risk passes on delivery to the agreed address.

3. Changing your mind — consumer orders

You are a consumer if you are an individual buying wholly or mainly outside your trade, business, craft or profession. Organisations purchasing for schools are business customers; see section 7.

For eligible distance purchases, you may cancel without giving a reason from placing your order until 14 days after the day you or your nominated recipient (other than the carrier) receives the goods. For multiple goods ordered together but delivered separately, the period generally starts from receipt of the last item; for goods delivered in lots or pieces, from the last lot or piece.

Tell us clearly before the cancellation period ends: email info@jollylearning.com, call +44 (0)20 8501 0405, or write to the address in section 8. Include your name and order details. You may use the cancellation form below, but it is optional. A returns authorisation number or our prior approval is not required to exercise your statutory cancellation right.

Contact us as soon as possible if you want to amend an order or stop dispatch. If dispatch cannot be stopped, your eligible cancellation right still applies and you can return the goods as described below.

4. Sending goods back

For a consumer change-of-mind cancellation, send the goods back without undue delay and within 14 days after the day you tell us you are cancelling. Send returns to Jolly Learning Limited, 77 Hornbeam Road, Buckhurst Hill, Essex IG9 6JX, United Kingdom.

Please include your order number and contact details, return all parts of the item, set or bundle being cancelled, package securely and retain proof of posting. Contact us if you need help arranging a return.

You pay the direct return-delivery cost for a change-of-mind return unless we agree otherwise. For goods that cannot normally be returned by post, the return cost or a reasonable estimate will be disclosed before purchase. We cover reasonable return costs for faulty, damaged or incorrect goods for which we are responsible.

You may inspect goods as you reasonably could in a shop. A lawful deduction may be made for reduced value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Opening ordinary packaging alone does not remove your cancellation right or justify a deduction.

5. Consumer change-of-mind refunds

We refund the price paid for the goods covered by your cancellation. For cancellation of a whole order, we also refund the cost of our least expensive standard outbound delivery option. We do not have to refund the extra cost of an upgraded service you chose.

Refunds are made without undue delay and within 14 days after we receive the returned goods or, if earlier, evidence that you sent them back. If we offer to collect the goods, or they were not supplied, the applicable deadline is 14 days after your cancellation notice. We may withhold a refund pending return or evidence only where the law permits.

Refunds are made in GBP using the original payment method unless you expressly agree otherwise. We do not charge a refund, administration or restocking fee for an eligible consumer cancellation. Any lawful deduction for diminished value is explained separately.

6. Exceptions and faulty goods

The change-of-mind right does not apply to goods genuinely made to your specifications or clearly personalised, or sealed audio/video recordings or computer software unsealed after delivery. Applicable exceptions will be explained before purchase. Ordinary books are not excluded simply because they have been opened. Exceptions do not remove faulty-goods rights.

Contact us promptly if an item is faulty, damaged, incomplete, incorrect or not as described. Give your order details and a description of the problem. Photographs may help us investigate but are not an absolute condition of exercising your rights. Reporting visible damage or shortages within 48 hours helps our investigation, but missing that period or signing for a parcel does not remove statutory rights.

Consumer goods must be of satisfactory quality, fit for their particular purpose where legally required, and as described. Consumers normally have a 30-day short-term right to reject non-conforming goods, followed by applicable repair or replacement rights and, where the legal conditions are met, a price reduction or final rejection. Different timing rules can apply, including where repair or replacement is requested. These rights are separate from the change-of-mind period.

We will arrange the appropriate remedy and reasonable return costs where required. Please contact us to arrange the return of faulty goods. Business customers should also report defects or shortages promptly so we can investigate; their contractual and statutory remedies remain unaffected.

If you are a consumer and are entitled to a refund following rejection of faulty goods, we will refund you without undue delay and within 14 days beginning with the day we agree that you are entitled to the refund. We will use the original payment method unless you expressly agree otherwise, and will not charge a refund fee.

7. Schools, inspection copies and business returns

The consumer cooling-off right does not apply to business purchases. For unwanted, non-faulty business orders, contact us before returning goods. Unless a return right was agreed before purchase, acceptance is discretionary. We will confirm acceptance and agree any condition requirements, return costs or deductions in writing before return.

School/business credit accounts require approval. Approved invoices are payable within 30 days of the invoice date unless a different due date is agreed in the quotation or order acceptance. A purchase-order number does not itself establish credit approval.

Any inspection-copy or other return rights expressly agreed before purchase continue to apply. This section does not limit remedies for goods that breach our contract or any statutory rights.

8. Contact us

Jolly Learning Limited | Company number 02178683

77 Hornbeam Road, Buckhurst Hill, Essex IG9 6JX, United Kingdom

Email: info@jollylearning.com

Telephone: +44 (0)20 8501 0405

Please contact us with delivery, cancellation, return or refund questions. The UK Terms of Sale explain the full contractual terms and complaints process. Any included digital element has its stated access terms; mandatory rights relating to goods with digital elements remain unaffected.

Optional consumer cancellation form

Complete and return this form only if you wish to withdraw from the contract.

To: Jolly Learning Limited, 77 Hornbeam Road, Buckhurst Hill, Essex IG9 6JX; info@jollylearning.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]: ____________________

Ordered on [*]/received on [*]: ____________________

Order number: ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is notified on paper): ____________________

Date: ____________________

[*] Delete as appropriate.