FAQ's

DELIVERY

Items in stock will generally be dispatched within 72 hours. At times, due to the handmade nature of TWG products, orders may take a little longer. If this is the case you will be notified as soon as we receive an order.

UK DELIVERY

Includes Northern Ireland, Isle of Man, Isle of Wight, Channel Islands, Channel Islands. Delivery within 5 working days. Orders placed on a weekend or bank holiday will be processed the following working day. 

For express delivery, please email for shipping quote before ordering. All shipping costs to be paid in full before items can be dispatched.

COLLECTIONS
To avoid paying delivery charges all items can be collected from the studio by prior arrangement.

EUROPE DELIVERY

ZONE 1 (Eire, Germany, Holland, Belgium, Netherlands, France). Delivery approximately 7 working days. For multiple items with a total weight of over 2kg shipping costs will be calculated separately and you will be notified accordingly. For express delivery option, please email for shipping quote before ordering. All shipping costs to be paid in full before items can be dispatched. When ordering please ensure you include a telephone number as local couriers may need to contact you.

ZONE 2 (Denmark, Finland, Portugal, Slovakia, Spain, Switzerland, Austria, Bulgaria, Czech Republic, Estonia, Hungary, Italy, Latvia, Lithuania, Poland, Slovenia, Sweden, Malta, Poland). Delivery approximately 7 working days. For multiple items with a total weight of over 2kg shipping costs will be calculated separately and you will be notified accordingly. For express delivery option, please email for shipping quote before ordering. All shipping costs to be paid in full before items can be dispatched. When ordering please ensure you include a telephone number as local couriers may need to contact you.

WORLDWIDE DELIVERY

Canada, USA, Australia, Brazil, Japan, South Africa, New Zealand. Delivery approximately 10 - 14 working days. For multiple items with a total weight of over 2kg shipping costs will be calculated separately and you will be notified accordingly. For faster delivery options, please email for shipping quote before ordering. All shipping costs to be paid in full before items can be dispatched. When ordering please ensure you include a telephone number as local couriers may need to contact you.

REST OF THE WORLD DELIVERY 

Delivery - approximately 14 working days. For multiple items with a total weight of over 2kg shipping costs will be calculated separately and you will be notified accordingly. All shipping costs to be paid in full before items can be dispatched. For faster delivery options, please email for shipping quote before ordering.When ordering please ensure you include a telephone number as local couriers may need to contact you.

TRACKING YOUR INTERNATIONAL ORDER

All international deliveries are sent by Royal Mail International and the progress of your delivery can be tracked through their website at http://www.royalmail.com/track-trace.

CUSTOMS & LOCAL TAXES*

Please note that customers outside of the UK may incur import duty and local sales taxes on receipt of the shipment. These vary widely from country to country and are not included in your payment to The Welsh Girl. We recommend you contact your local customs office for further information. Please also note that international shipments may be subject to cross-border inspections by customs authorities and on occasion this could delay the delivery time of your goods.

When you give delivery instructions TWG cannot be held responsible for lost or stolen parcels.

DELIVERY OF CUSHIONS OUTSIDE OF THE UK

With the exception of the 12" Welsh Lovespoon cushion, cushion covers only are sent to countries outside of the UK. Information on the size of the cushion pad / insert will be supplied with your order.

RETURNS & REFUNDS

Our refund policy is for 14 days from receipt of goods but due to the handmade limited edition nature of TWG products we recommend you return items as soon as possible, particularly if you are wishing to exchange an item. If you are returning an item could you kindly email us with proof of purchase and let us know whether it is for exchange or refund - hello@thewelshgirl.com. If more than 14 days have elapsed since your receipt of goods unfortunately we cannot offer a refund or an exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.

Please ensure the package to be returned is clearly labelled with the correct address and securely sent via a recorded delivery service with proof of dispatch and the item is fully insured. We cannot accept liability for any goods lost or damaged in transit. Also please include a print out showing proof of purchase with the goods you are returning.

RETURN ADDRESS:
THE WELSH GIRL - 30 Broad Street, Hay-on-Wye, Powys, HR3 5DB

Once your return item is received we will process your refund. Refunds will only be made to the card you used to make the payment. Refunds can take up to 10 working days from receipt of goods.

Overseas Refunds - Any import duties that arise from the return of goods back to the UK will be deducted from the final refund to you.

If in doubt about anything please email or call, we’re human after all and we do like to talk to people.

EXCHANGES

Exchanges are free in the UK.

Please email us if you want to exchange an item - hello@thewelshgirl.com - and specify what you would like to exchange the item for, including colour and size. If the item is available we can then put it to one side or notify you if the item is sold out. Sadly sometimes due to the handmade, limited edition and one-off nature of our products items do sell out.

Please remember when you return a package that it is clearly labelled with the correct address, securely sent via a recorded delivery service with proof of dispatch and that the item is fully insured. We cannot accept liability for any goods lost or damaged in transit. Also please include a print-out with the goods you are returning for exchange showing proof of purchase.

Returning exchanged items for a refund - if you are returning an already exchanged item for a refund please note that the delivery cost will be deducted from the amount refunded to you.

Overseas Returns - Any import duties that arise from the return of goods back to the UK will be deducted from the final refund to you.

COMMISSIONS / MADE TO ORDER

All commissions have to be paid for at the time of ordering and are non returnable and non refundable items.

GIFT CARDS

Gift cards are redeemable for items in shop only and are not redeemable for any work that has been commissioned.

Gift cards cannot be returned, reloaded, or redeemed for cash.

Gift cards have no activation fees or added service fees, or fees that reduce the value of the card over time.

Gift cards purchased from The Welsh Girl are issued in GBP and can be redeemed at The Welsh Girl store Hay-on-Wye or online at thewelshgirl.com.

Gift cards are valid for 12 months from date of purchase.

Gift cards may be used by the recipient more than once providing that there is still a balance remaining on the card.

To check the current balance of a gift card simply contact us.

Multiple gift cards may be used towards a single purchase.

Gift cards may be used in addition to a discount code.

When you purchase a gift card it will be emailed to you with details of how to redeem it. From here you can print it off or forward it to the lucky recipient at the perfect moment.

If you did not receive or have misplaced a gift card then click on ‘resend gift card’ on your order confirmation email and it will be re-sent to you.

SIZE GUIDE

ADULT PONCHO

 

 

CHILD PONCHO

 

 

TWG PRODUCTS

WHAT IS THE IDEA BEHIND THE WELSH GIRL?

Items to treasure forever… a range of timeless, functional, quality wear for the self and the home using traditional ways of making with a unique modern twist, whilst at the same time celebrating the beauty of Welsh textiles and helping to keep the looms running and our heritage alive.

We believe in the ‘less is more’ approach, keeping it simple and doing it well; items of quality; making things slowly; items that are not the usual run of the mill (excuse the pun); and all items made to last.

TWG working closely with the Mill has Welsh tapestry woven in colour combinations unique to us. No two colour combinations are ever repeated. All the ponchos, scarves, bags and tapestry cushions are made in limited numbers. All patchworks are made from traditional Welsh flannel and each item is a ‘‘one off’.

WHERE ARE THE WELSH GIRL PRODUCTS MADE?

The Welsh Girl fabrics are woven on traditional looms in West Wales before travelling to Mid Wales. All our products are handmade at our workshop in Hay on Wye.

WHAT IS WELSH TAPESTRY?

Double weave pure wool cloth. Two layers of cloth are woven simultaneously making it fully reversible. The pattern used for TWG Tapestry is from a very old Welsh pattern and is woven on a 1930’s Dobcross Loom. The fabric is woven in small runs in unique colour combinations. No two colour combinations are ever repeated.

WHAT IS WELSH FLANNEL?

A plainly woven lightweight pure wool cloth which is used for all our patchworks.

Welsh flannel has been around for centuries and has a long and interesting history. Before flannel production became one of the largest rural industries (sadly not so today) Welsh farmers used the wool from their flock of sheep and spun and wove in their own homes. In its heyday (1800’s), flannel was used widely for workwear – miners, steelworkers, farm workers and country folk. Alongside clothing, flannel was also used for traditional patchwork quilting in Wales and overseas. It was, and still is, the material used in the traditional Welsh National Costume which was a signature of Welsh identity during the Industrial Revolution. On March 1st each year (St David’s Day) young girls still don the costume.

WHAT IS A COLER CWTCH? (pronounced Kootch)

The Coler Cwtch Scarf is a short versatile scarf for indoor and outdoor wear – exclusive to TWG.

Literally translated it means a collar hug.

I love the word Cwtch. It’s a widely used term in Wales and really means a loving hug.

CARE GUIDE

HOW DO I LOOK AFTER TWG PRODUCTS?

Dry cleaning recommended for all wool products.

For the occasional spillage you can spot wipe with cold water using a lint free cloth, but just blot fabric -­‐ do not rub it. A cool iron is fine. For the odd not too unpleasant odour just hang out and let the fresh air do its work.

Do not hang your poncho on a coat hanger for long periods of time or it will take on the shape of the hanger -­‐ not you.

If you get caught in a rain shower and your poncho gets wet then simply give it a good shake when you take it off and hang it over something (indoors or outdoors) to dry naturally.

CUSHIONS - plump up daily.

STORING YOUR PONCHO – It really does like to hang around with you. If you’re not wearing it then fold as you would a throw / blanket and hang it over the back of your favourite chair. After all it is for indoor as well as outdoor use.

GENERAL

WHY THE WELSH GIRL?

When I lived and worked in London, I was invariably referred to as ‘the Welsh girl’. As a child I loved to dress up and particularly enjoyed St David’s Day when I could go to school in traditional national costume. This was made from the same fabric now used to make TWG Patchworks.

WHERE ARE YOU LOCATED?

Hay-­on-­Wye.

DO YOU HAVE A SHOP?

This is the shop but if you want to visit in person, pop into the workshop, situated in the heart of Hay-­on-­Wye, this is where the cutting, creating and most of the making is done. We can be found here most days and generally open the doors on Friday and Saturday and other busy times when Hay-on-­Wye is hosting one of its many festivals. If you’re travelling any distance it would be advisable to call first to ensure someone is in.

DO YOU DO COMMISSIONS?

Yes. If we have the time and fabric is available then we’re always happy to discuss a special order.

DO YOU HAVE PHOTOGRAPHS I CAN USE TO FEATURE TWG PRODUCTS?

Yes. For all press enquiries, use of images, loan of product for photo-­shoots, use of content on this site please get in touch.

DO YOU WHOLESALE / SELL TO TRADE?

Not at present

ANYTHING ELSE?

For anything else please get in touch.