Robert Welch is a trading name of Robert Welch Designs Limited, a company incorporated in England and Wales with company number 00689103.

Our registered office is at:
The Studio Shop
Lower High Street
Chipping Campden
Gloucestershire
GL55 6DY

Our registered VAT number is GB275313757.

This website (www.robertwelch.com) is owned and operated by us. To find out more about us visit www.robertwelch.com/pages/about.

You can contact us by emailing help@robertwelch.com or via the live chat on our website.

These terms and conditions of sale, also available at www.robertwelch.com/pages/terms-sale, together with our Privacy Notice at www.robertwelch.com/pages/privacy, our Cookies Policy at www.robertwelch.com/pages/cookies and our Website Terms of Use at www.robertwelch.com/pages/terms will apply to all orders you place and any purchases which you make on this website regardless of how you have accessed our website. These terms, where applicable, also apply to orders placed over the phone.

Please read these terms and conditions carefully before placing your order (you may wish to print a copy for your record). By placing an order through this website, you confirm that you have read, understood and agree to these terms and conditions.

If you think there is a mistake in these terms and conditions or there is anything you do not understand, then please contact us by emailing help@robertwelch.com or calling +44 (0)1386 840522 where lines are open between 8:30am - 5:30pm, Monday to Friday (excluding Bank Holidays).

Please note you are only permitted to purchase goods via this website if you are aged 18 or older. By submitting an order, you are promising to us that you are at least 18 years old.

Age Restricted items: It is illegal in the UK to sell knives and sharp bladed products which could cause injury (age restricted items) to any person under the age of 18. When you seek to purchase age restricted items from us, we are required by law to ensure that you are aged 18 or over. We will use your personal information during the order process for age verification purposes using our age verification provider, AgeChecked. Should initial age verification be unsuccessful, we will contact you to ask for more information to prove you are aged 18 or over. For further details on our age verification checks and procedures see 4. How to Buy below, www.robertwelch.com/pages/agechecked and our Privacy Notice at www.robertwelch.com/pages/privacy.

Only consumers may purchase goods from us on this website. If you are a business wishing to purchase these goods for resale, please contact us on 01386 840880 or at trade@robertwelch.com.

We will amend these terms and conditions from time to time, and you should check them each time you place an order.

The images of the goods on our website are illustrative only. Although we have made every effort to display the colours accurately, we cannot guarantee a device's display of the colours accurately reflects the true colour of the goods. Your goods may vary slightly from those images.

All goods measurements are approximate only and the packaging of the goods may vary from that shown in images on our website.

You should always read the labels, warnings and instructions provided on or with the goods before using them and not rely solely on the information on our website. This notice does not affect your legal rights.

If you have any queries about the goods you have purchased then please email help@robertwelch.com or call +44 (0)1386 840522.

To place an order for goods on this website, you should:
• Add your Robert Welch items to your Bag
• Continue to Checkout
• Returning customers: Sign in to your account
• New customers: Create an account or checkout as a guest
• Confirm your name and address delivery details and select delivery option
• Review your order and tick to confirm acceptance of these terms and conditions before continuing to payment
• Place your order and make payment
• If your order includes age restricted items, we will verify you are 18 or over. If initial age verification is unsuccessful, we will contact you to ask you for more information to prove you are 18 or over

You can access your Bag and make changes to it at any time up until the point at which you place your order. Please take the time to check your order before submitting it. If you submit an order in error, you can cancel it as detailed in 11. Your Right to Change Your Mind below.

If you place your order on a Saturday, Sunday or bank holiday, the order will be processed and confirmed usually on the following business day in the UK.

Your order will only be accepted by us once we email you confirming your order. It is at this point that the contract between you and us for the sale and purchase of the goods ordered by you will be formed and become binding. The contract that is formed will be in English and will include these terms and conditions.

Please note that our goods are subject to availability. Whilst we will try our best to ensure the website only displays goods which are in stock, this can change quickly and so there may be circumstances where an item you have ordered is unavailable. If we have already accepted your order, we will contact you and you will have the opportunity to cancel or change your order. If we cannot fulfil your order, we will notify you and terminate the contract between us.

We may also be unable to accept or fulfil your order where:
• Your order contains age restricted items and we are unable to verify that you are aged 18 or over;
• we have identified an error in the price or description of the goods;
• we are unable to obtain authorisation for your payment;
• you do not meet the eligibility to order criteria as set out in these terms and conditions;
• we are unable to meet a delivery deadline you have specified.

We will let you know if this is the case and will refund you for the goods you have attempted to order in these circumstances.

Age Restricted Items and Age Verification: 
• If your order contains an age restricted item which you must be 18 or over to purchase, your order will only be accepted by us once we have successfully verified that you are over 18.
• We use AgeChecked to provide age verification services and initial age verification takes place during the order process using information you have given us.  
• If initial age verification is unsuccessful, we will contact you to ask you to provide us with more information to prove that you are aged 18 or over and you will need to go through secondary age verification:

- You can provide additional information via the AgeChecked portal using a unique link we will email to you. AgeChecked will offer you a choice including providing your credit card details, your driving licence number, or access to the electoral register. AgeChecked will let you and us know immediately if this secondary age verification has been successful.
- If this is unsuccessful you will need to provide us with proof of age documentation.  
- You can email us an image of current proof of age documentation (your birth certificate, passport or driving licence.) If you send us proof of age documentation for age verification purposes, we will ONLY use the image you send us for age verification purposes and will retain it securely only for as long as required by law, after which it will be securely deleted. For further information on age verification please see below and our Privacy Notice.

• Should you choose not to provide additional information or if we cannot verify that you are aged 18 or over, we will be unable to sell you the age restricted item and will contact you (by email and/or by telephone) to arrange a refund and to check how you would like to proceed with the rest of your order.
• Where age verification is successful, it is at this point that the contract between you and us for the sale and purchase of the goods ordered by you will be formed and become binding. The contract that is formed will be in English and will include these terms and conditions.
• For further information about how we use and process your personal information, please see our Privacy Notice.

Following placing your order, you will receive the following emails:
• Order confirmation: confirming that your order has been placed successfully including information about age restricted items and age verification where required.
• Order shipped: telling you that your order has been dispatched.
• Leave a review: from our review providers requesting a product review of your purchase or for your customer services experience.

You may also receive emails from us:
• Abandoned Bag: you have placed items in your Bag but not proceeded to payment.
• Product back in stock: you have asked us to email you when an item is back in stock.
• Age Verification requirement: where initial age verification for the purchase of an age restricted item has been unsuccessful and we need to contact you to ask you to provide more information to prove that you are aged 18 or over.
• Age Verification unsuccessful: where secondary age verification has been unsuccessful and we need to arrange a refund for age restricted items, applicable delivery charges and to find out how you would like to proceed with the rest of your order.
• Account Creation confirmation: you have created a robertwelch.com account.
• RW Insider: you have joined our loyalty and rewards programme
• Contact Us Response: you have asked us to contact you by completing a Contact Us form via the website.
• Password reminder or reset: you have asked for a password reminder or reset.
• Competition entry: you have entered a competition or giveaway.
• Wish List or Gift Registry: you have created a Wish List or Gift Registry.
• Marketing emails: you have provided us with your email and chosen to receive marketing emails from us.

You may also receive communications including text messages and/or emails from our courier during the delivery process. For more information about delivery, see 10. Delivery below. You can always manage your preferences using the unsubscribe link at the base of marketing emails or by emailing help@robertwelch.com.

If you are viewing from the UK, the prices of our goods will be shown in British Pounds Sterling (GBP) including VAT at the UK prevailing rate. If you are shopping from outside the UK, in most cases our website will provide you with the prices in the currency of your delivery location.

Our prices may change from time to time but this will not affect any order you have placed and which we have accepted before any price change takes effect.

Delivery will be calculated at checkout. For details of our delivery options and UK charges please go to www.robertwelch.com/pages/delivery.

Please note some postcode exclusions apply to our UK Next Working Day, Express and Named Day delivery services. We are unable to ship to APOs. DPOs, FPOs or PO BOX addresses.

If your delivery address is outside the UK, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note, customs policies vary widely from country to country and we recommend you contact your local customs office for further information.

There are a few countries to which we are unable to ship orders. For more details, please go to www.robertwelch.com/pages/delivery.

We make every effort to ensure that the correct prices are displayed on our website. However, if we discover an error in the price of the goods you have ordered before they are delivered to you, we will contact you to inform you of this error and we will give you the option of cancelling your order. If we are unable to contact you, we will treat the order as cancelled, notify you accordingly and process a refund to you of any sums you may have already paid to us for that order.

Please note that if a pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the goods to you at the incorrect (lower) price.

If the rate of VAT changes between your order date and the date we supply the goods, we will adjust the rate of VAT that you pay, unless you have already paid for the goods in full before the change in the rate of VAT takes effect.

Occasionally, we may offer special rewards or promotions (such as discounts or offers) on certain goods. We have the right to withdraw such promotions at any time and they may also be subject to time restrictions, availability and other terms and conditions.

To avoid disappointment, please ensure you check the terms and conditions for a promotional offer before trying to redeem it.

We may occasionally offer promotional discounts, with or without a promotion code. Unless otherwise stated, promotions with codes are usually only valid for one transaction and once the code is used it will be deactivated and will no longer be valid.

Promotions cannot be added to an order after the order has been completed and payment made. Please ensure that the voucher or code is registered before you confirm and pay for the goods.

We are not responsible for promotions related to our goods where such promotions are published on external websites or other media.

eGift Cards can only be purchased and redeemed in GBP. They are designed to be sent and used electronically and are not designed to be printed.

eGift Cards are valid for 2 years from the date of issue and cannot be exchanged for cash or goods already supplied or ordered.

We are unable to replace lost or stolen eGift Cards.

eGift Cards are available for use online and in our Chipping Campden Studio Shop. You cannot exchange eGift Cards for goods in Robert Welch stockists or over the telephone. You cannot exchange eGift Cards for cash.

If the goods purchased online total less than the value of the eGift Card, we will leave any balance as a credit for you to redeem it against subsequent orders. You can view your eGift Card balance here.

You can pay for goods on our website using numerous methods including buy-now pay-later. You can also pay for your order with an eGift Card.

During the checkout process you will be asked for your payment details. By completing these you are confirming that the debit or credit card is yours. All card payments are subject to authorisation by your card issuer.

We will take payment for your order when your order is placed.

Delivery of Age Restricted items:
• If your order contains age restricted items, we are required by law to verify that you are 18 or over on sale. The age verification process may cause delays to the delivery of your order within the timescale you have chosen.  
• Once your order has been placed, it is not possible to change the delivery address.
• We are legally prohibited from delivering age restricted items to neighbours, alternative addresses or to lockers or collection points.
• When delivering an age restricted item, it can only be handed to a person aged 18 or over and the recipient may be asked to show ID documentation. If there is no-one aged 18 or over with valid ID to receive your package, delivery will not be able to take place.

Time of Delivery: We will use our best efforts to send you your goods by the estimated delivery date you have chosen and as set out in the order confirmation email, or, if no date is specified, then no later than 30 days following the date of your order confirmation email.

Delivery Address: Goods you order from us will be delivered to your chosen delivery address. We have no liability whatsoever for any goods delivered to an address which has not been correctly provided.

Change of Delivery Address: In relation to the delivery of orders not containing age restricted items, you must promptly notify us of any change to your delivery address or contact phone numbers associated with your order. In relation to orders containing age restricted items, you will not be able to change your delivery address following completion of the order.

Despatch of your Order: Once your order has been despatched, you will receive an email or text message from our courier providing you with information about how you can track your order. If delivery is to a UK address and you have provided us with a mobile telephone number or email, our courier will be able to give you a delivery window by text message or email or in an app, where applicable.

Delivery Attempts: If no one is available at the delivery address to take delivery or alternative arrangements have not been made with the courier, or it is not possible, to leave the goods securely at the premises, you will be informed that delivery has been attempted. Our courier will attempt to deliver twice.

Delivery Failure: If the courier cannot successfully deliver, the goods will be returned to us. On receipt, we will attempt to contact you to re-arrange delivery. If we cannot do so for whatever reason, we may end the contract and we will refund you the money you have already paid for the order. We may deduct from the refund a reasonable sum as compensation for any costs we may have incurred.

Delivery to a Collection Point: If you have arranged with our courier for the non-age restricted goods to be delivered to a collection point, you will be notified by the courier when they are ready to be collected and which photo ID is required for collection.

Responsibility: We are responsible for the goods until the point they are delivered to you. You are responsible for the goods following delivery.

Delivery Completion: Delivery will be completed when we deliver the goods to the delivery address you gave us.

Unless the goods you have ordered are earrings which have been worn or items customised, engraved or personalised to your specification, you have the right to change your mind and cancel the order at any time from the date the order was placed until 30 days after the day the order was delivered to you.

If your order is split into several deliveries over different days, the cancellation period is extended until 30 days after the date of the last delivery.

To exercise your right to cancel if your goods have not yet been despatched, sign into your account and view your order history. Alternatively, you can call us on +44 (0)1386 840522, or email help@robertwelch.com. You may instead prefer to cancel your order by completing and returning to us our cancellation form a copy of which can be downloaded at www.robertwelch.com/pages/returns. We suggest you keep a copy of your cancellation request for your own records.

To exercise your right to cancel if your goods have already been despatched, you must inform us of your decision to cancel within the time period stated above and by following the returns process here: www.robertwelch.com/pages/returns.

For non-UK returns please call us on +44 (0)1386 840522 or email help@robertwelch.com.

Your cancellation is effective from the date you notify us and you must return the cancelled goods to us within 14 days of informing us that you wish to cancel and end the contract.

If you are returning your products by post, we recommend that goods are sent by registered post with your local post office or by courier so that you can track the goods and that you always retain evidence of posting or proof of shipment and the tracking number until the purchase price has been refunded. For more information see 13. Refunds below.

If the goods are faulty, broken (on arrival) or mis-described we will (at your choice) either replace or repair the faulty goods free of charge or refund you the price of the faulty goods and the delivery charges paid. Simply return the faulty goods to us by following the process set out here: www.robertwelch.com/pages/returns.

In addition, we also offer our Robert Welch Guarantee, for further details please go to www.robertwelch.com/pages/our-guarantee. Please note that the Robert Welch Guarantee excludes wooden boards, products with non-stick coatings and any product fault or defect which results from:
• Normal wear and tear;
• Accidental damage to the goods after they have been delivered to you;
• Damage caused by your or another’s negligence or abuse; or
• Damage resulting from failure to follow our care instructions.

Where you wish to make a claim under our Robert Welch Guarantee please email us at help@robertwelch.com. We may ask for the goods to be returned or for photographic evidence of the reason for your claim. In the event that we agree with your claim under our Robert Welch Guarantee, we will either process a full refund or offer you a replacement for those goods (subject to availability) within 14 days of receiving/collecting your returned goods.

You also have the right to terminate the contract where:
• we have told you about an error in the price or description of the goods you have ordered and you do not wish to proceed;
• there is a risk that supply of the goods may be significantly delayed because of events outside our control;
• we have suspended or have notified you that we are going to suspend supply of the goods for technical reasons for a period of more than 30 days beyond the order delivery date specified in your order confirmation email; or
• where we have done something wrong or failed to do something in breach of the contract between you and us.

In any of the circumstances detailed above please notify us by e-mailing us at help@robertwelch.com detailing the cause for concern. The contract will end as soon as we receive your notification and we will refund you in full for the price of any goods (plus postage costs) you have paid for and which have not yet been provided.

Information on how to claim a refund can be found here: www.robertwelch.com/pages/returns.

To be eligible for a full refund goods should be returned unused and undamaged and (in so far as practicable) in their original, undamaged packaging.

If you cancel your order in accordance with these terms and conditions you will receive a full refund of the price you paid for the goods including delivery costs except as follows:
• we are only obliged to refund delivery costs for the least expensive delivery method we offer. Therefore if you chose a more expensive form of delivery when ordering (e.g. next day delivery) we will not pay the difference between this method of delivery and our least expensive method of delivery; and
• we may reduce your refund of the price (excluding delivery costs) to reflect any deduction in the value of the goods if this has been caused by your use or other handling of the goods which would not be permitted in a shop. You have a legal obligation to take reasonable care of the goods while they are in your possession and are responsible for the risk of damage during transport. If we refund you the price paid before we are able to inspect the goods and later discover you have used or otherwise handled them in an unacceptable way, you must pay us an appropriate amount to reflect the deduction in value of the goods as a result.

All refunds to you will be made by the payment method you used when paying for the order being refunded. If an eGift Card was used for purchase, a refund will take the form of an eGift Card.

We will process the refund as soon as possible, and in any event no later than 14 days after we receive the goods back from you or, if earlier, the day on which you provide evidence that you have sent the goods back to us.

Please note that we are only able to offer refunds for goods that have been purchased directly through www.robertwelch.com. If you have purchased an item from our Robert Welch shop 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 a return.

As a consumer, you have legal rights in relation to goods that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau. Nothing in these Terms will affect these legal rights.

If you have any questions or complaints about the goods, please contact us by emailing help@robertwelch.com or by calling us on +44 (0)1386 840522.

We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms and conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we accept your order.

We only supply the goods for domestic and private use. You agree not to use the goods for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We do not in any way exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any breach of any terms implied by law including your right to receive goods as described and which match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an event outside our control (including but not limited to strikes, fire, storm, flood or other natural disaster, or failure of telecommunications networks or impossibility of the use of transport).

If we are unable to perform our obligations to you as a result of any event outside our control we will contact you as soon as reasonably possible and we will take steps to minimise the effect of any delay. Provided we do this, our obligations to you shall be suspended for the duration of the event outside our control and we will not be liable for any delay caused by the event. If this affects our delivery of goods to you, we will arrange a new delivery date with you as soon as we are able to confirm this but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any goods you have paid for but not yet received.

We will only use your personal information in accordance with our Privacy Notice which can be viewed at www.robertwelch.com/pages/privacy. Please take the time to read this.

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

We may transfer our rights and obligations under any contract with you to another organisation. We will tell you in writing if this happens and we will ensure this does not affect your rights under that contract. You must not transfer any of your rights and obligations under any contract unless we agree.

Each clause of these terms and conditions is separate and if any court or relevant authority decides that any clause is unlawful or unenforceable, the other clauses will remain in full force and effect.

If we do not insist that you perform any of your obligations under these terms and conditions, or where we do not enforce or delay enforcing our rights, that will not mean that we have waived our rights nor that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

These terms and conditions are governed by English law and the English courts shall have non-exclusive jurisdiction to hear any dispute or claim arising out of or in connection with these Terms. This means you may bring a claim to enforce your consumer protection rights in connection with these terms and conditions in England or if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

Alternative dispute resolution (“ADR”) is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to use ADR. Use of ADR does not prevent you going to court if you remain dissatisfied with the outcome. We are not obliged to participate in ADR but we will consider doing so where appropriate. If we agree to use ADR, we will provide you with details of a certified ADR provider at that time. You may also be entitled to submit a complaint via the UK or EU online dispute resolution platform.

If you have any questions about us, these terms and conditions, our website or our goods, please do not hesitate to contact us at help@robertwelch.com.