Our most common questions & answers are below. If you don't see your question, send it to kim@welshotter.co.uk.

Our standard delivery time is 3-4 working days for deliveries in the UK.  Some items are purchased as a pre-order, or are made to order, which will take a few weeks to arrive.  This is specified on the product information at the time of purchase.

Please note that due to Coronavirus, some packages are taking longer to be delivered in some areas.

Most of our orders are sent though Royal Mail - you should have received a tracking number via email when your order was dispatched. You can use this number to track your order at https://www3.royalmail.com/track-your-item#/tracking-results/RN082892355GB.  If your order still hasn't arrived as expected, please email kim@welshotter.co.uk.

Within the UK:

FREE delivery for orders of £70 or over. For orders under £70 – a flat rate of £3.99 will be added to your order. Delivery time for most items within the UK mainland is 3-4 working days.

International:

A flat rate of £29.99, for up to four items. Please note that for international deliveries customs charges may be also charged to you.

As we are a predominately online business, we are still open, and we will endeavour to fulfil your order as quickly as possible.

Due to the COVID-19 pandemic we have taken measures to continue to operate with as little risk as possible, please see our COVID 19 statement here for further details.

We are based in Llandeilo, a picturesque town in Carmarthenshire, Wales. We don't currently have a physical shop that you can visit - however we do 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.

All 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 are exclusively an online retailer however we do take part in fairs and festivals throughout the year, please join our newsletter to stay informed about these events.

To join our newsletter please scroll to the bottom of our website, there is a message which states ‘Join Our Community’ - enter you email address in the box and click the envelope icon. You will get a discount code for joining us!

We source makers who create items from natural and sustainable materials. For example our tapestry blankets are made from British wool, which is natural, renewable and biodegradable at the end of its lifespan. Our products are made to last; we don’t believe in a throw-away society, by investing in quality products which can be passed on through generations. Sourcing all our products from Wales means less travel and creates less of a carbon footprint than if we were to source all our products from the rest of the UK and abroad. All of our packaging is plastic free!

You can contact us at any time via the contact us page on our website, or on our message tab which directs you to our Facebook messenger. We will endeavor to get back to you within 24 hours (for order-related queries please quote your order reference).

Yes of course! We already provide a full gift wrapping service for all our customers as standard. To send an item as a gift you can change the shipping address on checkout and also add your own personalised message in the notes section that is on the basket page. If you have any questions about sending a gift, please email kim@welshotter.co.uk.

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. 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.

Please see our information and instructions for returning an item here

Credit and debit card payments are processed securely by Shopify Payments, or by PayPal. We do not store or handle any card data for orders placed online.

As we only work with 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.