We're here to help


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.


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 notice 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.


How much is standard UK delivery and how long will it take?

Standard UK delivery is free for all orders with a value of £75 or more. For orders with a value of less than £75, a charge of £3.50 will be applied. Delivery will be made within 2-4 working days.

We also have alternate delivery methods to suit your needs. For further information, please see our delivery page.

Can I arrange for a next day delivery service?

Yes, we offer a guaranteed next day delivery service for orders placed before 5pm Monday - Friday to UK addresses for £6.95 (mainland only - exclusions apply). Our next day service is delivered Monday to Saturday.

Any orders placed on Saturday or Sunday will be delivered the following Tuesday. For more information, please see our delivery page.

Can I have my goods delivery on a Saturday to a UK address?

Yes, our Saturday delivery service is available at £6.95 for UK addresses. Orders can be placed throughout the week for delivery on the following Saturday. Orders must be placed before 5pm on Friday to guarantee a Saturday delivery (exclusions apply).

How much is international delivery and how long will it take?

International delivery is free when you spend over £150, please see our delivery page for full details.

We offer delivery of selected products from our website to most international destinations. This is an insured door-to-door service, delivery of your Robert Welch parcel will usually be made within 5 working days of your order being placed but can take up to 14 working days.

Which countries do you ship to?

We are able to dispatch goods to almost all countries but, due to carrier issues, we are currently unable to deliver to Russia or Brazil.

Are duty/taxes automatically applied to my order?

Orders shipped to destinations outside of the UK, EU, USA and Australia may incur duties and taxes. These are not calculated during checkout and are not collected by Robert Welch Designs Ltd. Please consult your local customs office for more information about duties and taxes in your area.

Do I need to sign for my order?

Our UK parcels are delivered by the courier DPD and will require a signature at the point of delivery. If you provide instructions at the time of purchase the parcel can be left with a neighbour or somewhere secure. Please enter this information in the special instructions box on the checkout page and we will ensure that these details are sent to the driver.

Can I track my UK/EU delivery?

Once you have placed your order you will receive three emails. The first email will be an order confirmation from Robert Welch which will include your sales order number. Once you order has been dispatched from us you will receive a second email from DPD our courier service which will include the tracking number and expected delivery date of your goods. A third email will be sent by DPD on the morning of the expected delivery date confirming an estimated one hour delivery window.

Please note that if you are unable to sign for the delivery during the one hour delivery window that you have been given then you can change the delivery date on the DPD website using the tracking number for your order.

Can I have my order delivered to an alternative delivery address?

There will be a chance to enter an alternative delivery address once you proceed to the checkout. If you place an order and would like it delivered to an address outside of the EU, our website will automatically deduct the VAT and calculate the correct shipping fee too.

Do you deliver to PO Box addresses?

We do not currently deliver to PO box addresses.

Do you ship to BFPO addresses?

We currently do not ship to BFPO addresses.

An item is missing from my order

This may happen if an item that you have ordered is out of stock or is being sent from one of our stores directly. Please check the order history on your online account to see the status of your parcel. Alternatively, please call us on +44 (0)1386 840522 and we will investigate this further for you.

What should I do if I think my order is lost?

It's very rare that a parcel doesn't arrive where it is supposed to. If you suspect that a parcel has gone missing please contact us on +44 (0)1386 840522 so we can investigate this further for you. We would also recommend checking with your neighbours to see if they have signed for your parcel and searching around the delivery location in case the parcel has been left in a safe place.


How long do I have to return an item?

Providing your items are returned within 28 calendar days we will process your refund.

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?

Fill out the returns form placed within your original order package including your customer details, products you are returning and also your ‘reason for return’. Visit our DPD returns portal here to request and download your returns label. Fix your label to the box and return your package via your nearest DPD Dropoff Point. For more details visit our returns page.

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 the Robert Welch Studio Shops back to the shop?

Yes, you can process your return in our retail shop in Chipping Campden within 28 days of purchase. Proof of purchase will be required.

Can I return an item that I bought online to your Robert Welch shop?

Unfortunately, if you bought your Robert Welch item on our website or by mail order then it cannot be returned to the shop.

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

There will be a chance to enter an alternative delivery address once you proceed to the checkout. If you place an order and would like it delivered to an address outside of the EU, our website will automatically deduct the VAT and calculate the correct shipping fee too.

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 14 days for us to process your refund.  

Can I exchange an item?

Unfortunately, we are unable to offer exchanges on products purchased through robertwelch.com unless they are faulty. The quickest way to exchange your product is to follow the standard returns process, receive your refund and order your replacement with us online.

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 that 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 fill out your returns form with as much detail as possible and send your faulty product back to us, we will then organise for a replacement product to be sent out to you as soon as possible.

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 either by emailing returns@robertwelch.com or calling us on 01386 840522 (available 8.30am – 5.30pm from Monday to Friday, excluding bank holidays).