UK & Global Shop - Shipping & Returns
Last updated: 3 September 2026
This policy applies to purchases made through the Jolly Learning UK & Global Shop. Jolly Learning Limited is registered in England and Wales under company number 02178683.
Key information
- We aim to dispatch orders within 3–4 working days.
- UK Standard delivery is currently £5. International delivery charges are calculated at checkout.
- Checkout and payment are always in pounds sterling (GBP). Prices displayed in another currency are estimates provided for convenience.
- International customers may have to pay local import taxes, customs duties or handling charges.
- Consumers normally have 14 days after delivery to tell us they wish to cancel, followed by another 14 days to return the goods.
- Faulty, damaged, incomplete or incorrectly supplied goods are handled separately and will not be treated as change-of-mind returns.
- Contact info@jollylearning.co.uk before returning anything so we can assist with the return.
Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer law.
1. Prices, VAT and currency
All orders placed through the UK & Global Shop are processed and charged in pounds sterling (GBP).
Prices shown to UK customers include applicable VAT. Printed books are generally zero-rated for UK VAT, while non-book products or components may be subject to VAT. The final product price, delivery charge and total payable will be shown before you place your order.
Where the HubSpot shop displays a price in another currency, it is an indicative conversion provided for convenience. The display rate is maintained by Jolly Learning and may differ from current market rates or the exchange rate used by your bank. The binding price is the GBP amount shown at checkout.
Your bank, card issuer or payment provider may apply its own exchange rate or foreign-transaction charge. Jolly Learning does not control those rates or charges.
2. Availability and order processing
All products are subject to availability.
If an item becomes unavailable after you place an order, we will contact you as soon as reasonably possible. We may offer an alternative, arrange a later delivery or refund the unavailable item. We will not substitute a product without your agreement.
We aim to dispatch orders within 3–4 working days after receiving the order and successful payment authorisation. Weekends and UK public holidays are not counted as working days. This is a dispatch estimate rather than a guaranteed delivery date.
3. Delivery charges and services
UK Standard delivery is currently £5 per order. International delivery charges depend on the products, order size and destination. The applicable charge will be calculated and displayed at checkout before payment.
Orders are normally dispatched through Royal Mail or an appropriate parcel carrier. A signature may be required depending on the order size and selected service.
We are currently unable to deliver to PO Box or BFPO addresses.
International delivery times can vary because of customs processing and local carrier arrangements. Unless we agree otherwise, UK consumer orders will be delivered within the period required by law. Your legal rights concerning late delivery remain unaffected.
4. Delivery addresses and responsibility
Orders are sent to the delivery address entered during checkout. Please check that the address is complete and accurate before placing your order.
Contact us immediately if you discover an error. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.
If an order is returned because the address supplied was incomplete or incorrect, or because the parcel was not collected following an attempted delivery, an additional delivery charge may apply before it can be sent again.
Jolly Learning remains responsible for the goods until they are delivered to you or to another person identified by you to receive them. If you arrange delivery using a carrier that was not offered by Jolly Learning, responsibility may transfer when the goods are handed to that carrier, as permitted by law.
5. International orders and customs charges
Orders delivered outside the United Kingdom may be subject to import VAT or local sales taxes, customs duties, customs-clearance fees, or carrier administration and handling charges.
Unless checkout expressly says that these charges are included, they are not collected by Jolly Learning and must be paid by the recipient. These charges are determined by the destination country’s authorities or delivery provider. Jolly Learning cannot control or accurately predict them.
Customers are responsible for complying with local import requirements and supplying information requested by customs authorities. Customs processing may delay delivery.
If an international delivery is refused because customs charges have not been paid, contact us. Any refund or redelivery will be handled in accordance with applicable law and after considering the actual costs incurred in returning the parcel.
6. Cancelling an order or changing your mind
Contact info@jollylearning.co.uk as soon as possible if you want to cancel or amend an order. If the order has not entered processing or been dispatched, we will try to cancel it. If dispatch can no longer be stopped, you can use the change-of-mind return process below where the statutory cancellation right applies.
If you are purchasing as a consumer, you normally have the right to cancel an online order without giving a reason. You must tell us within 14 days after receiving the goods that you wish to cancel. If an order is delivered in several parts, the period normally begins when the final part is received.
After notifying us, you normally have a further 14 days to send the goods back.
Email info@jollylearning.co.uk and provide your name, order number, the items being returned, the date they were received and a clear statement that you wish to cancel. You may also use the cancellation form at the end of this policy.
7. Returning an unwanted item
Please contact us before returning an item so we can assist with the return. Send returns to:
Jolly Learning Limited
77 Hornbeam Road
Buckhurst Hill
Essex
IG9 6JX
United Kingdom
Please include your order number and contact details inside the parcel. Take reasonable care of the goods, return all parts of a set, kit or bundle, package the goods securely and obtain proof of postage. We recommend using a tracked service where appropriate.
You may inspect an item in the same way that you reasonably could in a physical shop. We may reduce the refund if handling beyond that necessary inspection has reduced the item’s value.
For a change-of-mind return, the customer is responsible for the direct return-delivery cost unless Jolly Learning agrees otherwise.
8. Change-of-mind refunds
When the statutory cancellation right applies, we will refund the price paid for the returned goods.
If you cancel the complete order, we will also refund the cost of our least-expensive standard outbound delivery service where required by law. If you chose a more expensive or expedited delivery service, the additional amount is not normally refundable.
We may wait until we receive the returned goods or satisfactory evidence that they have been sent before issuing the refund. The refund will normally be processed within 14 days after we receive the returned goods or acceptable proof of return.
We do not charge a restocking or refund-administration fee for an eligible consumer cancellation.
9. Refund currency
Refunds are processed in GBP through the original payment method, unless another method is expressly agreed.
If your bank originally converted the payment into another currency, the converted refund shown on your statement may differ because of exchange-rate movements or bank charges. Jolly Learning refunds the appropriate GBP amount but cannot normally reimburse exchange-rate differences or charges imposed independently by a bank or payment provider.
10. Exceptions to change-of-mind returns
The statutory cancellation right may not apply to personalised or specially made products, sealed audio recordings or computer software after the seal has been removed, sealed products that cannot be returned for health or hygiene reasons once opened, or other products specifically excluded under applicable consumer law.
Some Jolly Learning products include an audio CD or software component. If that component was supplied sealed and has been unsealed, the change-of-mind cancellation right may not apply.
These exceptions do not affect your rights if a product is faulty, damaged, incorrectly described or not fit for purpose.
11. Faulty, damaged, incomplete or incorrect goods
It is our responsibility to supply goods that conform to the contract and meet your consumer rights.
Contact info@jollylearning.co.uk if an item is faulty, damaged in transit, missing a component, different from the product ordered or not as described. Photographs of the product, parcel, delivery label and packaging may help us resolve the problem more quickly.
Reporting visible delivery damage or shortages within 48 hours helps us investigate with the carrier, but this request does not remove or shorten your statutory rights.
Depending on the circumstances, we will supply a missing component, repair or replace the product where appropriate, or provide a partial or full refund.
Eligible consumers may have a short-term right to reject faulty goods within 30 days. Further repair, replacement, price-reduction or refund rights may apply after that period.
Jolly Learning will cover reasonable return costs where goods are faulty, damaged, incorrectly supplied or otherwise fail to conform to the contract.
12. Missing deliveries
If tracking shows that an order has not moved, has been delivered incorrectly or appears to be lost, contact us. We will investigate through the relevant carrier’s tracking service. If a parcel is confirmed as lost, we will offer a replacement or refund as appropriate.
You are not required to resolve a missing-parcel claim directly with the carrier before contacting Jolly Learning.
13. Events outside our control
Delivery may be affected by circumstances outside our reasonable control, including severe weather, customs disruption, industrial action, transport interruption or failures affecting postal and courier services.
We will take reasonable steps to minimise the effect of the delay and keep you informed where practical. This section does not remove your statutory rights, including applicable rights concerning late or failed delivery.
14. External digital products and services
Some product pages, currently including Jolly Classroom and the Jolly Phonics Lessons App, direct customers to a separate service, app store or platform.
Those products are not purchased through the UK & Global Shop checkout. The pricing, payment, cancellation and refund terms displayed by the external service apply to purchases completed there.
15. Schools, inspection copies and business orders
UK school orders may be accepted separately using an official school purchase order and can be invoiced on 30-day terms where approved. International school orders handled through the school-order process normally require a proforma invoice to be paid before dispatch.
UK schools may request inspection copies through the separate inspection-copy process. Inspection copies must normally be returned at the school’s cost after 30 days. Software products are not available as inspection copies. These arrangements are separate from standard online consumer orders.
Schools, distributors, resellers and other organisations purchasing wholly or mainly for business purposes do not normally receive the same statutory change-of-mind rights as consumers. Their purchases may be governed by separately agreed account, quotation, purchase-order or trade terms.
16. Customers outside the United Kingdom
This policy is based on the law applying to Jolly Learning’s UK & Global Shop. Customers outside the UK may also have mandatory consumer protections under the law of their country of residence. Nothing in this policy is intended to exclude rights that cannot lawfully be excluded.
17. Contact and returns address
Jolly Learning Limited
Company number: 02178683
77 Hornbeam Road
Buckhurst Hill
Essex
IG9 6JX
United Kingdom
Email: info@jollylearning.co.uk
Telephone: +44 (0)20 8501 0405
Cancellation form
Use this form only if you wish to cancel an eligible consumer order.
To: Jolly Learning Limited, info@jollylearning.co.uk
I give notice that I wish to cancel my contract for the purchase of the following goods:
Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Signature, if submitted on paper:
Date:
