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OUR WEBSITE

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 by continuing as a guest.

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; American Express, Visa, Mastercard, Delta, Maestro, Pay Pal and Amazon Pay. All transactions are charged in your chosen currency at checkout. To select your currency, please use the currency selector next to the shopping basket icon in the top-right. You will be able to choose between the following currencies - AED, CHF, EUR, GBP, JPY or USD.

You can also pay for your order with a Robert Welch e-Gift Card which can be purchased online.

Can I cancel my order before it is dispatched?

You are able to cancel your order before it is dispatched. To do so, please call us on +44 (0)1386 840522, email help@robertwelch.com or webchat and we will be happy to do this for you.

To cancel orders for gift vouchers, please call us on +44 (0)1386 840522, email help@robertwelch.com or webchat and we will be happy to assist.

If your order has already been dispatched, you are able to return it to us within 28 days of receiving it to qualify for a full refund.

Why has my order been cancelled?

Sometimes we may have to cancel an item from your order, due to the item going out of stock. On occasion, items can show as available on the website when customers place their order, but unfortunately go out of stock by the time we come to pick the item (please note, we pick and pack all orders by hand). You will be notified of such cancellation directly.

Orders will be cancelled if they have failed age verification and if we haven't been able to speak to the customer.

The full amount will be refunded within 5 working days.

Why has my order failed?

Sometimes an order will automatically fail due to billing inconsistencies. When this happens, no payment is taken as the order has not been successfully fulfilled.

Should you still wish to complete your purchase, please check that all the payment information you are entering is accurate and that your billing details match your payment card. Please contact us on +44 (0)1386 840522, email help@robertwelch.com or webchat if you are still getting a payment failure.

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. 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. We are unable to accept telephone orders over the value of £300 due to the maximum order limit of all telephone orders, card details must match the billing details on the order.

Our Customer Service Department is open between 9:00am - 5:00pm, Monday to Friday (excluding Bank Holidays).

Which currencies can I pay in?

You can choose to pay in the following currencies - AED, CHF, EUR, GBP, JPY or USD by using the currency selector drop-down next to the shopping basket icon.

Pre-Orders

Please note that if you have ordered multiple items and one is out of stock (a Pre-Order product), this will delay your delivery. Orders cannot be despatched until all items are back in stock and ready to be delivered.

If you place a pre-order, you may cancel your pre-order at any time before shipping has started, in which case we offer a full refund.

DELIVERY

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. Subject to change at peak trading.

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). Working days are Monday-Friday and do not include bank holidays. Subject to change at peak trading.

Orders placed after 5pm GMT/BST for Next Day Delivery will be delivered within 2 working days. Any orders placed on Saturday or Sunday will be delivered the following Tuesday. Some postcode exclusions apply to our UK Next Day and Saturday delivery services.

Delivery of Age Restricted Items – Please note that where your order contains age restricted items, we need to verify that you are aged 18 or over. Initial age verification takes place during the order process but if unsuccessful, you will need to undertake secondary age verification. Please check your emails after purchase just in case you need to provide additional proof of age. Any delays in the age verification process may cause delays to the delivery of your order where you have selected Next Day.

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).

Delivery of Age Restricted Items – Please note that where your order contains age restricted items, we need to verify that you are aged 18 or over. Initial age verification takes place during the order process but if unsuccessful, you will need to undertake secondary age verification. Please check your emails after purchase just in case you need to provide additional proof of age. Any delays in the age verification process may cause delays to the delivery of your order where you have selected Saturday delivery.

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

We offer delivery of selected products from our website to most international destinations. This is an insured, door-to-door service and will require a signature on delivery. Delivery of your Robert Welch parcel will usually be made within 7 working days of your order being placed but can take up to 14 working days.

To make worldwide shipping easy, we have included duty and taxes within your delivery price (calculated at the checkout) for the following countries:

Andorra, Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, and United States.

For all other countries, the price you pay to Robert Welch will exclude all relevant import duty and sales taxes. As the recipient of the order, you must instead pay these duty and taxes directly to our carrier to release your order from Customs. We recommend contacting your local Customs office or tax authority before placing an order.

Which countries do you ship to?

We are able to dispatch goods to almost all countries. Unfortunately, due to carrier issues, we are currently unavailable to deliver to Russia and Brazil. Russian Customs authority regulations stipulate parcels can only be sent to registered business addresses and must be for commercial purposes. A shipment to a private individual cannot be sent to a business address.

To make worldwide shipping easy, we have included duty and taxes within your delivery price (calculated at the checkout) for the following countries:

Andorra, Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, and United States.

For all other countries, the price you pay to Robert Welch will exclude all relevant import duty and sales taxes. As the recipient of the order, you must instead pay these duty and taxes directly to our carrier to release your order from Customs. We recommend contacting your local Customs office or tax authority before placing an order.

Are duty/taxes automatically applied to my order?

To make worldwide shipping easy, we have included duty and taxes within your delivery price (calculated at the checkout) for the following countries:

Andorra, Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, and United States.

For all other countries, the price you pay to Robert Welch will exclude all relevant import duty and sales taxes. As the recipient of the order, you must instead pay these duty and taxes directly to our carrier to release your order from Customs. We recommend contacting your local Customs office or tax authority before placing an order.

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. Alternatively, you may wish to have your delivery sent to your local DPD store, this option is available from the DPD delivery update. All DPD age verified deliveries will require proof of age at the time of delivery, these orders can only be delivered to the recipients address. You will be updated by DPD with your delivery date and 1 hour time slot. After two failed deliveries (UK orders), please note that the parcel will be returned back to us. For all international deliveries, the courier will try to contact you via phone or email. Failure to answer could lead to storage charges being applied to the order.

Can I track my UK/International delivery?

For UK orders:

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.

Download the DPD app for the best possible delivery experience, from 30 minute alerts, preferred neighbour selection, safe place location, local drop off and much more.

For International orders:

Please contact our customer experience team who can track your order via third partied couriers.

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. Please ensure you provide a local mobile number for the recipient as the courier may wish to contact the recipient prior to delivery. We would also advise you to inform the recipient that you are sending them a gift from Robert Welch.

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

If you feel your order was not fully fulfilled please call us on +44 (0)1386 840522, email help@robertwelch.com or webchat. We have strict measures in place to ensure that our orders are picked and packed to alleviate this very problem, we will notify the warehouse team who can investigate your enquiry.

For Pre-Orders

Please note that if you have ordered multiple items and one is out of stock (a Pre-Order product), this will delay your delivery. Orders cannot be despatched until all items are back in stock and ready to be delivered.

If you place a pre-order, you may cancel your pre-order at any time before shipping has started, in which case we offer a full refund.

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.
If you have the DPD app, the driver will have taken a picture of the parcel being delivered and this information will be stored in your application.

EXCHANGES, RETURNS & REFUNDS

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 UK?

All mainland UK returns are free of charge, but we are unable to cover the cost of overseas returns. Please ensure that your returns are securely packaged, that the items have not been used, that they are kept in the original packaging & you have completed the returns form.

How to return your product to Robert Welch.

1. Fill out the returns form placed within your original order package with your customer details and order number etc (if you are missing your form then you can download and print another copy here).

2. Choose your ‘reason for return’ from the provided options to let us better understand why you are making your return.

3. Add any additional information you would like us to know about your return at the bottom of the provided form.

4. Ensure your package is returned unused (unless faulty) and in its original packaging and your parcel is secure.

5. Visit our returns portal here to download your DPD return label and find your nearest Drop Off Point.

6. Place the completed form inside the box with your items. Fix your label to your package and drop your parcel off to be returned.

How do I return my item UK?

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.

How do I return my item International?

Providing that the items have not been used and are in their original packaging, we are happy to accept returns that are sent from outside of the UK. To start the returns process please email returns@robertwelch.com or call us directly on +44 (0)1386 840522. Please confirm the following in your communication:
• Order number
• Reason for requesting a return

We are unable to cover the costs of return postage outside of the UK, these goods are your responsibility until we receive them back to us. As a result, we strongly advise that goods returned to us are sent with an insured delivery method and are securely packaged.

Can I return personalised items?

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

Can I return personalised Jewellery

Unfortunately we cannot accept returns of earrings which have been worn due to hygiene reasons. We also cannot accept returns of any bespoke designs or engraved pieces.

Exchanges

Unfortunately, we are unable to offer exchanges on products purchased through robertwelch.com unless they are faulty. If you find yourself with a product that isn’t right for you or you have simply just changed your mind, the quickest way to exchange your product is to follow the above returns process, receive your refund and order your replacement with us online.

If you have any questions about any of our returns processes, please get in touch via returns@robertwelch.com.

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 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?

If you have purchased an item in the Robert Welch shop that you wish to return, please contact a member of the Robert Welch customer care team by emailing help@robertwelch.com or alternatively, please call us on +44 (0)1386 840522. All returns must be made within 28 days of purchase https://www.robertwelch.com/pages/returns.

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. If you have not included your return form, this will delay the return process.

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.

Possible faulty item?

At Robert Welch we design and produce our award-winning products to last a lifetime, we are sorry that if on this occasion you have not received the longevity we would expect from your purchase.

Please contact the customer care team on +44 (0)1386 840522, email help@robertwelch.com or webchat providing a clear photo of the issue, along with your address, best contact telephone number along with your proof of purchase. Once your imagery is assessed by our Quality Team, we will get the matter resolved.

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 9.00am – 5.00pm from Monday to Friday, excluding bank holidays).