Returns Policy

RETURNS POLICY

Our customer service team is available Monday through Friday 8:00am – 4:00pm GMT. If you submit a return form on a weekend day, our customer service team will contact you the following Monday.

• We have 'zero risk policy': unlikely event of lost or extremely late delivery we refund or replace your item as per your request.
• You are welcome to return any item within 30 days of delivery for a full refund or replacement. Buyer pays the return shipping costs. 
• We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.'proof may required' ).  Refunds do not include original shipping cost (regardless of whether shipping was paid on original invoice)
• Please fill out the contact us form and include your name, order number # and reason for return and a customer service representative will contact you shortly.
• Returned items must be in original condition, including tags, booklets, and labels.
• Merchandise cannot be returned if washed or worn.
• Please allow up to 2 weeks for processing your return
• You are responsible for selecting your shipping carrier and method of return
• Welsh Treasure is not responsible for lost or damaged packages

REFUNDS

• Refund will be issued to original payment method including to Paypal. The amount of days the credit will post will depend on your financial institution.
• You will be responsible for return shipping costs of all merchandise.

NON-RETURNABLE ITEMS

• Any t-shirts, pyjamas, hoodies that have been worn or washed or items which are not suitable for return on the grounds of health or hygiene and/or which become unsealed after delivery such as earrings.
• All personalised items cannot be returned unless the item received is not what was originally ordered or faulty.

Please contact our customer support team (support@welshtreasure.com) quoting the order number, name and address, details of the product and the reason for return, and whether a refund or a replacement is required. We will then advise on how to proceed with the return. Refunds cannot be given if the fault is as a result of misuse.

ORDER CANCELLATIONS 

• Orders that have been personalised cannot be cancelled once they have entered the production process. If you still wish to cancel the order beyond this point 100% of the order will still be charged. 

• If you wish to cancel your order you can notify us during office hours by email to support@welshtreasure.com before the goods have been placed into production.

• Where goods have already been dispatched to you a refund is not possible. 
• Please note: In order to provide a fast service some products are immediately sent for production or being dispatched.
• We reserve the right to cancel your order at any time and issue a full refund.

• The provisions of this clause do not affect your statutory rights. 

APPAREL EXCHANGES

Please note we cannot accept exchanges on any apparel orders (t-shirts, hoodies and pyjamas). If the size you desire is out of stock or you have questions, please contact Customer Service.

FAQ

How can I make a return?

To return an item, you must contact us mentioning your full details and order#, the customer service representative will send you a packaging slip to include in your shipment. The packing slip is required to process your return.

Do not slap a shipping label on the manufacturer's packaging. Securely package the returned product within an outer box. We strongly suggest you use a shipment method which includes tracking. If that's all too confusing, you can contact us.

Can I return something I received as a gift?

Yes, but you'll need to contact us for assistance. If you can provide the email address, first and last name, or last name and post code of the gift giver, we can get your return started.

How long do returns take to process?

Return processing can take up to 2-4 weeks. If you have not received a refund after that time, please contact Customer Service.

What do I do if my product is damaged?

Take a picture of the damaged area(s) and send them to support@welshtreasure.com and please include your order number. Pictures are required to process a damaged return. A customer service representative will contact you with further instructions once the email has been submitted.

What if I paid via Paypal?

If the purchase was made via Paypal then the refund will return to the Paypal account used to purchase. This will appear as credit in your Paypal account which you can use to make a purchase, or request to withdraw from Paypal to your bank account. Login to your Paypal account to get started.

How do I exchange something?

We currently do not offer exchanges. But please feel free to contact our customer service team.

Rights under English Law

This returns policy does not affect your statutory rights.