FAQ

Yes we do!

As well as our online shop, we also have a store in Tenby. Our opening hours vary through the year.

You can find current opening hours and directions here:

https://welshotter.co.uk/pages/contact-us

We aim to deliver most products within 4-5 working days in the UK. Please note that due to high demand some items may take longer to arrive.

Items purchased as a pre-order, or made to order, take a few weeks to arrive. This is specified on the product information at the time of purchase.

Most of our orders are sent though DPD next day delivery or Royal Mail - you should have received a tracking number via email when your order was dispatched, please check your junk mail in case it has ended up there.

Deliveries to the Highlands and Islands of the UK may take a day or two longer.

If your order still hasn't arrived as expected, please email kim@welshotter.co.uk.

Within the UK:

FREE delivery for orders of £80 or over. For orders under £80 – a flat rate of £4.99 will be added to your order. Delivery time for most in stock items within the UK mainland is 4-5 working days. Orders to islands and highslands might take a little longer.

International:

Shipping rates will be calculated at checkout. Unfortunately some larger items may not be able to be shipped internationally. Please note that for international deliveries customs charges may apply. The recipient of the goods is responsible for all customs formalities at importation, and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, who may not be the person who has ordered them, will receive a separate request for payment of these charges. 

We send to many countries across the world including America, Canada and Australia - shipping rates will be calculated at checkout.

Unfortunately we are currently not able to send to EU countries. We hope to be able to restart EU deliveries soon. If you have a specific request to send to the EU, please email kim@welshotter.co.uk.

Unfortunately some larger items may not be viable for international shipping.

Customs duties:

Where goods are delivered to destinations outside the UK by Welsh Otter these may be subject to taxes, fees, levies or other charges, which are imposed by local legislation.

The recipient of the goods is responsible for all customs formalities at importation, and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, who may not be the person who has ordered them, will receive a separate request for payment of these charges.

As we have no control over these charges and cannot predict what they may be, we are sorry that we are not able to offer any assistance on these processes.  We would advise that you check the imports charges applicable before ordering goods. 

We’re sorry that we can’t deduct VAT when charging for goods. 

For further information or queries about international deliveries please get in touch here 

Please see our information and instructions for returning an item here

Our headquarters is based near Llandeilo, a picturesque town in Carmarthenshire, Wales. Our postal is Welsh Otter, Brynhafod Fawr, Llandeilo, SA19 7AA.

If you would like to shop with us in person we have a studio in the centre of Tenby which showcases a small collection of the products that we feature online.

We also regularly attend fairs and festivals. You can follow our social media to find out where we will be.

We pride ourselves on being based in Wales as it enables us to work closely with nearby independent makers in local and rural areas.

The majority of our products are made by artisans and craftspeople in Wales by hand, or using traditional techniques. Many are produced in small batches and volumes can be limited. This is why things often sell out quickly, and our range changes frequently!

We also have our own in-house range of textiles. This collection is produced in collaboration with carefully selected skilled manufacturers across Wales and the UK, and heavily influenced by heritage design and traditions.

All our products are made in the UK.

We rarely do sales or discounts, but when we do it is always our Welsh Otter Club that are first to know about them. In fact, many of our sales and discounts are completely exclusive to this group.

To join our club please scroll to the bottom of our website - enter you email address in the box and click the envelope icon.

We are very careful and considerate about the emails that we send, on average only sending one email a week or less, and we try to make them as useful and as valid as possible.

We source and create products made from natural and sustainable materials. For example our tapestry blankets are made from 100% wool, which is natural, renewable and biodegradable, and does not shred micro-plastics. We avoid any plastics in our products.

All our products are made to last; we don’t believe in a throw-away society. We invest in quality products which can last a lifetime and be passed on through generations.

Sourcing all our products from within Wales and the UK means less travel and creates less of a carbon footprint.

All of our packaging is plastic free!

You can contact us at any time via the contact us page on our website, or by using the blue Facebook message link at the bottom of every page which directs you to Facebook messenger.

We will endeavor to get back to you within 24 hours (for order-related queries please quote your order reference).

Please note we have noticed an occasional issue with emails not getting through to us. If you have not received a response with 24 hours, please try calling us on 01834 842231 or 01558 822265.

If you would like to cancel an order for any reason please contact us as soon as possible to ensure that we don’t send out the item. Unfortunately orders that have already been dispatched cannot be canceled, please see our returns policy for more information.

For certain products ordered with a personal customisation please contact us no later than 2 calendar days from date of the original order if you wish to cancel. After this time we may not be able to cancel/amend the order and you may be charged a cancellation fee if work has already commenced.

Contact us via our contact us page with your order number and reason for cancellation. Then we can issue a refund or exchange depending on the circumstance.

Yes of course! 

We provide a gift wrapping service for all our customers.

You can give details of any gift message that you would like added on the product page. You can change the shipping address on checkout and we can send to the recipient direct. We don't include invoices with our deliveries.

If you have any questions about sending a gift, please email kim@welshotter.co.uk.

Credit and debit card payments are processed securely by Shopify Payments, PayPal or Klarna. Shopify is PCI level 1 compliant for credit card processing which means that it adheres to the highest standards of server compliance. Paypal and Klarna are both secure, encrypted payment processers.

Welsh Otter does not store or handle any card data for orders placed online.

Most of our products are made by independent makers and artisans across Wales who make bespoke items. Our products are often produced in small batches, or are made to order.

This means that some items can sell out quickly, and our range does change frequently.

If something is out of stock, please register your interest with us by clicking the 'Email me when back in stock' button on the product page, and you will be among the first to know when the item is available again.  

If you are after a particular item that you can't see on the website, please email kim@welshotter.co.uk. Often things can be made to order for you if you don't mind waiting a few weeks.

We are always looking for the right brand ambassadors to sell our range.

Should you wish to open a wholesale account, please first email our Trade Manager, Kim Otterburn on kim@welshotter.com who can discuss the opportunities and our trade terms with you. Alternatively, please call 01558 822265.

We use DPD Next Day delivery for our larger parcels, and Royal Mail 1st Class for our smaller parcels. You will recieve a dispatch notification with a tracking code when your item is on its way. Please check your junk mail for this email if it doesn't come through.

For DPD deliveries, you can nominate a safe place, preferred delivery day, or ask for your parcel to be left at a drop point or with a neightbour - just click the tracking link to see these options.

Items are delivered according to DPD and Royal Mail policy.

Please note that orders are dispatched on weekdays only. 

Please proceed to the checkout section of your purchase, under the total amount you will see a field where you can put in your discount code or gift card code.

Yes, some of our popular products are available for pre-order. This is stated on the product description, with an estimated delivery time stated. Please note that this delivery time is an estimate and in some cases can be slightly longer or shorted, but we will do all our best to get you your order as soon as possible. 

If the item you are interested in is not on the website, please email kim@welshotter.co.uk and we can give you an estimated delivery date or arrange a pre-order for you.

We encourage the sharing of our images but request that you please provide due credit with a link to our website and social media accounts. 

For all of our images used on Instagram, Facebook or Twitter, please clearly tag our official account.

If you have any questions about using our images or blog material, please contact kim@welshotter.co.uk.