We’re here to help

Standard UK delivery is free for all orders with a value of £50 or more. For orders with a value of less than £50, a charge of £3.50 will be applied. Delivery will usually be made within 2 working days. 

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

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.

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).

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.

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.

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. 

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

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. 

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.

We do not currently deliver to PO box addresses.

We currently do not ship to BFPO addresses.

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.

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.

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

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.

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.

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.

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

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. 

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

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

Of course you can! Please contact us either by emailing returns@robertwelch.com or by phoning 01386 840522 (available 8.30am – 5.30pm from Monday to Friday, excluding bank holidays) and we will help you to organise your return. 

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.  

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.

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. 

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).