Our Website

  • I've got a suggestion/comment about the website

    We'd love to hear your feedback. Please give call us on +44 (0)1386 840880 or email trade@robertwelch.com.

Ordering

  • How can I pay for my order?

    Please see the Robert Welch General Conditions of Trade for information regarding payments and payment terms. Click here to view this document. 

  • Can I cancel my order before it is dispatched?

    You can cancel your order before it has been dispatched. To do so, please sign into your account and view your order history. Alternatively, you can call us on +44 (0)1386 840880 or by email at trade@robertwelch.com and we will be happy to do this for you.

Delivery

  • How much is standard delivery and how long will it take?

    Standard UK Mainland delivery is free of charge for all orders with a value of £200 or more. For orders with a value of less than £200, a carriage charge of £5 (+VAT) will be applied. All stock lines will be dispatched within three working days subject to stock availability. Orders from pro-forma customers will be dispatched within three working days from receipt of payment.


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

  • Do I need to sign for my order?

    Our UK parcels are usually 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

  • Can I track my UK delivery?

    You will receive two emails from our courier DPD before your goods are delivered. If you've also supplied us with your mobile number, they'll send a text too.

    The first email and/or text message will confirm that your order has been dispatched by our team. In most areas of the UK, this is normally the evening before your goods are due to be delivered. The email will supply you with the tracking number and expected delivery date of your goods. If inconvenient, the email will also have an option to request an alternate date instead.

    The second email and/or text message will be sent on the morning of delivery and will confirm an estimated delivery time within a one hour window, for example 10:35 - 11:35. This means you don't have to stay in all day to wait for your delivery.

  • Can I have my order delivered to an alternative delivery address?

    For security reasons your delivery addresses may only be updated by your account manager. Please contact trade@robertwelch.com to request any changes to your registered addresses.

  • An item is missing from my order

    This may happen if an item that you have ordered is out of stock.  Please check the order history on your online account to see the status of your parcel. Alternatively, please call us on +44 (0)1386 840880 and we will investigate this further for you.

Exchanges, Returns and Refunds

  • What do I do if there's something wrong with my order?

    Please email us at trade@robertwelch.com or call us on +44(0) 1789 722 419 and we'll be able to resolve any issues. 

  • How do I return something for an exchange or refund?

    Click here for details regarding our returns policy. Alternatively, please email us at trade@robertwelch.com, or call us on +44(0)1386 840880.