Our Website

  • I've got a suggestion/comment about the website

    We'd love to hear your feedback. Please give call us on +44 (0)1386 840522 or email help@robertwelch.com.

  • Do I need to set up an account to place an order?

    No. If you're ordering for the first time from our website, you don't have to set up an account. You can simply proceed with your order without selecting the account registration option. 

    If you do find the time, we do recommend setting up an account as there are many benefits; you can check your order history, take advantage of our "wishlist" facility and get all the latest Robert Welch news.

Ordering

  • How can I pay for my order?

    Robert Welch is able to accept the following payment methods; Visa, Mastercard, Delta, Maestro, Pay Pal and Amazon Pay. All transactions are charged in pounds sterling at checkout.

    You can also pay for your order with a Robert Welch gift voucher which can be purchased online. 

  • Can I cancel my order before it is dispatched?

    You can cancel your order before it has been dispatched. To do so, please sign into your account and view your order history. Alternatively, you can call us on +44 (0)1386 840522 or by email and we will be happy to do this for you.

    Please note that orders for gift vouchers cannot be cancelled.

    If your order has already been dispatched, you are able to return it to us within 14 days of receiving it to qualify for a full refund.

  • Am I charged for the items as soon as I order them?

    As soon as you have placed your order online your card, Pay Pal or Amazon Pay account will be charged for the total amount. You will also receive an email confirmation of your order. 

    Please note that if your order requires more than one delivery, only one postage charge will be applied.

  • How will you use my personal information?

    Robert Welch does not rent or sell any personally identifiable information to any other company or individuals. Please read our privacy policy pages for further information.

  • Can I order over the telephone?

    Yes. While there are many benefits to opening an online account, please feel free to call our mail order team on +44 (0)1386 840522 if you prefer. They will also be able to offer you some advice if you're looking for further help.

  • Which currencies can I pay in?

    Our website has a currency conversion feature to allow you to see our prices in your preferred currency. Please use the drop down bar in the top right hand corner of the website to make your selection. These prices are based upon the latest exchange rates and are only approximations.

    Please note that, if you choose to proceed with an order, all payments will be charged in pounds sterling at checkout.

Exchanges, Returns and Refunds

  • How long do I have to return an item?

    We will refund or exchange your items if they are returned within 28 calendar days. 

  • What can I do if I'm outside of the 28-day return window?

    If you are outside of the 28-day window for returns we will not be able to exchange or refund your item. However, we will be happy to offer you a voucher of the same value as the item to spend online at robertwelch.com. This voucher will be valid for one year only.

  • Can I return my item free of charge?

    All UK returns are free of charge, but we are unable to cover the cost of overseas returns at the moment. Please ensure that your returns are securely packaged, that the items haven't been used and that they are kept in the original packaging. 

  • How do I return my item?

    We're sorry to hear that you want to return your Robert Welch item, but we'll do our best to make sure that the process is as easy as possible for you. Please contact us either by emailing help@robertwelch.com or by phone 01386 840522 (available 8.30am - 5.30pm from Monday to Friday, excluding bank holidays) and we will start the returns process. When you contact us, please remember to tell us your order number, why you are returning the item and whether you would like to exchange your item or have a refund.

    Once we've received your returns request we will issue you with an RMA (Return Merchandise Authorisation) number. Please note that we do not accept returns without a valid RMA, so be sure to contact us before returning your item.

  • Can I return personalised items?

    Unfortunately, we cannot accept the return of personalised goods unless they are faulty. 

  • Where can I find my order number?

    Your order number can be found on your order form, at the top left underneath the date. The order number will start with SO followed by six numbers.

  • Can I return an item that I bought in one of your shops to the shop that I bought it in?

    Yes, you can process your return in the shop that you bought your Robert Welch item from within 28 days of purchase. Proof of purchase will be required.

  • Can I return an item that I bought online to one of your Robert Welch shops?

    Unfortunately, if you bought your Robert Welch item on our website or by mail order then it cannot be returned to the shop. To arrange your return please contact us either by emailing help@robertwelch.com or by phoning 01386 840552 (available 8.30am - 5.30pm Monday to Friday, excluding bank holidays).

  • Can I return an item that I bought from one of your shops without having to go back to the shop?

    Of course you can! Please contact us either by emailing help@robertwelch.com or by phoning 01386 840552 (available 8.30am - 5.30pm from Monday to Friday, excluding bank holidays) and we will help you to organise your return.

  • How long will it take for me to be refunded?

    We aim to process all returns as soon as possible. Once we have received your return and processed your refund we will send you an email to let you know. Please allow up to five working days from the point that we receive the return to process the refund. 

  • How long will it take for my replacement or exchanged item to arrive?

    We aim to process all exchanges and replacements as quickly as possible but please allow up to five working days from the point we receive the return, subject to stock availability.

  • The item I've received is faulty or isn't what I ordered. How do I arrange a return?

    We're very sorry to hear that we've sent you the wrong item or the item we've sent is faulty. We work hard to ensure that every parcel we send out is correct and that the goods are to the highest standard possible, but we understand that we may sometimes make a mistake. Please contact us with your order number either by emailing help@robertwelch.com or by phoning 01386 840552 (available 8.30am - 5.30pm from Monday to Friday, excluding bank holidays) and we will endeavour to help you as quickly as we can. 

  • I would like to speak to someone about returning an item. How do I contact you?

    If you would like to speak to someone directly about your return, then our Customer Services Team would be happy to hear from you! You can get in touch by either emailing help@robertwelch.com or calling us on 01386 840552 (available 8.30am - 5.30pm from Monday to Friday, excluding bank holidays).