Exchanges, Returns & Refunds

• 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.

• Can I return an item that I bought from your shop 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 visit contact our Customer Care Team on 01386 840522, Monday - Friday, 9:00am - 5:00pm (excluding Bank Holidays), email us at help@robertwelch.com or talk to us live on the website 7-days a week for assistance....

• 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 my item free of charge (International)?

  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 a tracked and insured delivery method and are securely packaged. Please see the retu...

• Can I return my item free of charge (UK)?

  Yes of course, simply follow the instructions on our Returns Portal to organise your FREE MAINLAND UK return.

• Can I return my sample sets once I have decided?

  Delivery and returns of your sample sets are free of charge within Mainland UK, simply visit the Returns Portal on our website to organise your free mainland UK return.

• 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.

• How do I return my item (International)?

  We are happy to accept returns of all items for a full refund providing they have not been used* and are in their original packaging. *We are unable to accept returns of personalised/engraved items or earrings which have been worn. Please visit the Returns Portal to start the process.

• How do I return my item (UK)?

  Providing that the items have not been used and are in their original packaging, simply follow the instructions on our Returns Portal to organise your FREE MAINLAND UK return.

• How long do I have to return an item?

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

• How long do I have to return an item if I do not like it?

  You have 28 days from the date you receive your order to return it to us for a full refund or eVoucher.

• How long is the guarantee on the cutlery?

  We offer a lifetime guarantee on all our fully stainless steel cutlery patterns against manufacturing defects. For more information please see the guarantee page of our website.

• How long is the guarantee on the non-stick pans?

  The body of each frying pan is covered by our 25-year guarantee, the ILAG non-stick coating is covered by our 10-year guarantee.

• How long is the guarantee on the non-stick utensils?

  Our Signature non-stick utensils have a 2-year guarantee.

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

  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 provi...

• What can I do if I am outside of my 28-day return window?

  You have 28 calendar days to make your return. If you are outside of this period, we will not be able to exchange or refund your items. 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 and in our Chipping Campden Stu...

• What should I do if I suspect my product is faulty?

  At Robert Welch we design and produce our award-winning products to last a lifetime so we are sorry that on this occasion you have not received the longevity we would expect from your purchase. Please contact our Customer Care Team and provide a clear photo of the issue, along with your address, ...

• 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.