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

We aim to deliver most products within 3-4 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.

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 £2.00 will be added to your order. Delivery time for most items within the UK mainland is 3-4 working days.

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. 

As we are a predominately an 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 have a newly opened studio in the heart of Tenby.

Please find us at -

Welsh Otter, The Boathouse, Sergeants Lane, Tenby SA707BD

Our head quarters are based in Llandeilo, a picturesque town in Carmarthenshire, Wales.

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.

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!

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).

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.

For certain products ordered with a personal customisation please contact us no later than 3 calendar days from date of the original order. 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.

Please see our information and instructions for returning an item here

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.

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.

Due to the working with independent makers our products are produced in limited quantities and as such we are unable to sell wholesale.

We use Royal Mail for the majority of UK deliveries. Items are delivered according to Royal Mail policy. More expensive items may be sent via recorded delivery. Items are dispatched on weekdays only. 

Please proceed to the checkout section of your purchase, you will see a pop up section powered by Shop Pay, there is a button which states ‘Add a discount code or gift card’ click it and a box will appear where you can add the promotional code or gift card code. 

Yes, on some of our products we state in the product description if the item is available for pre order, the item will then be packed and sent to you within the approximated delivery time stated. 

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