At Robert Welch we work hard to design and produce products to the highest standard to ensure that they can be enjoyed day after day. However, we accept that sometimes the item that you’ve ordered might not be quite what you expected and we’re happy to accept returns. If for any reason you fall outside of our standard returns policy. Please contact us and we will do our best to help you.
Returns
How to return your product to Robert Welch
1. Visit our returns portal and enter your order number and the email address used to place your order in the fields and click Start Return.
2. Follow the instructions, selecting the items you want to return.
3. You will get a confirmation email with the shipping guidelines once the return request has been approved.
4. Ensure your package is returned unused (unless faulty) and in its original packaging and your parcel is secure.
5. Fix your printed returns label to your package or use your QR code to drop off your parcel at your chosen local parcel drop off point.
Once your return has been inspected, we will also notify you of the approval or rejection of your refund. Should you return an item that we deem as unsaleable we do reserve the right to refuse or reduce your refund.
Should we receive an item not in original condition, we do reserve the right to refuse your refund.
Once your return is approved, your refund will be processed, and a credit will automatically be applied to the original payment method, within 14 working days.
As with all refunds, we aim to process them as quickly as possible. However, payment and refund times are dictated by your payment provider.
You have 28 calendar days to make your return, free of charge within Mainland UK. If you’re outside of this time frame, we will not be able to exchange or refund your item[s]. However, we will be happy to offer you an eGift card valid for one year for the same value as the item[s] to spend on our website.
Our Customer Care Team is available on +44 (0)1386 840522, Monday - Friday, 9:00am - 5:00pm GMT (excluding Bank Holidays) and at returns@robertwelch.com or you can talk to us live on the website 7-days a week.
With over 14,000 Royal Mail and 3000 UPS access points across the UK, finding a local Drop Off point is easy.
To locate your nearest Royal Mail Drop off point click here.
To locate your nearest UPS Drop off point click here.
Non-UK Returns
1. Visit our returns portal and enter your order number and the email address used to place your order in the fields and click Start Return.
2. Follow the instructions, selecting the items you want to return.
3. You will get a confirmation email with the shipping guidelines once the return request has been approved.
4. Ensure your package is returned unused (unless faulty) and in its original packaging and your parcel is secure.
5. We are unable to cover the costs of return postage outside of Mainland UK, our Returns Team will contact you to support you in how you can return your parcel to us.
Refunds
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 follow the above steps to return your Robert Welch order. Once we have received your return, we aim to process them as quickly as possible. However, payment and refund times are dictated by your payment provider.
Please note that we are only able to offer refunds for products that have been purchased directly through robertwelch.com. If you have purchased an item from one of our Robert Welch shops and do not have the means to return it to the shop directly, then please email returns@robertwelch.com and we will help you to arrange your return.
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.
Jewellery Returns
Unfortunately, we cannot accept returns of any bespoke designs, engraved pieces, or earrings that have been worn for hygiene reasons.