Services

Find out anything you want to know about using the Studio William product, how to get in touch with us, and even how to best look after your products, keeping them pristine for years to come.

NEED HELP? – Feel free to contact our Customer Service Team on: tel:+44 01386 800 000 or email: online@studiowillliam.com

Frequently Asked Questions
Why can’t I add more than three sample sets to my basket?

Our sample service is offered to help the customer make the most informed decision that they can. We believe seeing the cutlery in person, is the best way to make an informed decision. As part of the purchasing process, we hope that you would be able to edit your choice down to three options. To help make this process as seamless as possible, we offer samples at a discounted rate, hence the need to limit the amount of samples each customer can purchase.

I work in the food service/hotel industry, do you do wholesale? Can I get a price list for a commercial purchase?

As we try to offer the best possible solution for your business requirements, we do not offer a generic price list on the website. Please contact our Sales Team on +44 01386 800 000 to organise a personalised quote tailored to your needs.

What is the difference between Mirror and Satin finishes?

Mirror finish cutlery is highly polished. At Studio William, our cutlery goes through approximately 45 different polishing processes, to achieve the immaculate finish we look for.
Satin cutlery is finely brushed, making it soft to the touch and less reflective. Our Satin cutlery also goes through a similar amount of polishing processes, and is carefully quality controlled to ensure we have a consistent finish.

I accidentally ordered the wrong finish, can I change my order?

You are more than welcome to. As part of our Customer Service, we check through every order to make sure customers get the products that they ordered. If we flag that a customer has accidentally ordered two different finishes, then we will contact them to confirm if they are happy with their order. If you are concerned that you have placed your order incorrectly, you can either call our Customer Service team on +44 01386 800 000, or simply cancel your order and re-order the correct products.

I previously purchased Studio William cutlery from a retailer and I am looking to get more pieces, but I can’t work out which range I have, can you help?

Some of our Retail partners have exclusive patterns, and others have a different name for the same range. Below you can see all the ranges we sell to retailers, and their Studio William names:

Alpine is Maple (which unfortunately we no longer offer)
Barberry is Mahogany Satin
Embassy is Redwood Mirror
Hazel is Olive Mirror
Miro is a Crate and Barrel exclusive
Tilia is Tilia Mirror

Do you sell USA sized teaspoons?

The short answer is we do not. We do offer English sized Teaspoons which are roughly a 1 & 1/4 inch shorter. The USA sized teaspoons were a requirement from our Retail partners, which they order direct from our factory. We do not stock this size in our UK or Hong Kong warehouses.

What is the best was to look after silver plated cutlery?

With every purchase of Studio William cutlery, we offer a Care of Cutlery brochure. If your copy has been misplaced, you can download a digital version here. Please note, we do not take responsibility for any neglect or damage caused by our customers. If you believe there is a manufacturing fault please contact our Customer Service team on +44 01386 800 000.

Do I need to treat my gold-plated cutlery differently from stainless steel cutlery? Is it dishwasher safe?

Whilst our Royal Oak Goldplate Cutlery is dishwasher safe, we recommend following our dishwasher instructions for best Care of Cutlery. Always read the ingredients of any dishwasher detergents you use. Please note, we do not take responsibility for any neglect or damage caused by our customers. If you believe there is a manufacturing fault please contact our Customer Service team on +44 01386 800 000.

Shipping and Returns

We offer competitive shipping rates globally. Please ensure that you order in the correct country, as prices have been adjusted to include Customs and Service charges based on your delivery location. Please be aware that the billing and delivery addresses must be in the same country for your order to be processed.


How to qualify for FREE SHIPPING

FREE SHIPPING ON ORDERS OVER £75.00 MAINLAND UK

FREE SHIPPING ON ORDERS OVER £160.00 FOR NORTHERN IRELAND, ISLE OF WIGHT, OUTER HEBRIDES & SHETLAND ISLES

We will ship with no shipping charge within Mainland UK when your shopping basket value reaches more than £75.00.

Free shipping takes 2-3 days, which may be upgraded to Next Day Delivery for £9.95

Free Shipping per Country

We offer Free shipping on orders over a certain value globally. Please find you country in the shipping zones below:

Jersey and Guernsey - Free Shipping on Orders over £300

EUROPE 3 - Free Shipping on Orders over €160
Austria
Belgium
Croatia
France
Germany
Luxembourg
Netherlands
Slovenia

EUROPE 4 - Free Shipping on Orders over €125
Czech Republic
Denmark
Estonia
Greece
Hungary
Italy
Latvia
Poland
Portugal
Republic of Ireland
Romania
Slovakia
Sweden

EUROPE 5 - Free Shipping on Orders over €300
Bulgaria
Iceland
Malta
Norway
Switzerland

ZONE 6 - Free Shipping on Orders over £300
Bahrain
China
Colombia
Egypt
Hong Kong
India
Israel
Jordan
Lebanon
Malaysia
Oman
Qatar
Saudi Arabia
Singapore
South Korea
United Arab Emirates
Vietnam

ZONE 7 - Free Shipping on Orders over £450
Argentina
Australia
Bahamas
Barbados
Bermuda
Brazil
Canada
Chile
Cuba
Indonesia
Jamaica
Japan
Mauritius
Morocco
New Zealand
Peru
Philippines
Russia
South Africa
Taiwan
Turks and Caicos Islands
Venezuela

Ukraine - Free Shipping on Orders over £600

OUR DELIVERY OPTIONS - To the UK

£4.95 2-3 Day Delivery (Mainland UK only)
£9.95 Next Day Delivery (provided orders are received before 11am on the day of dispatch) (Mainland UK only)
£4.95 Sample Service orders (Mainland UK only)

DELIVERY ADDRESS

If your Delivery Address is different to the Billing Address, please fill out the delivery address form during checkout.

SIGNATURE ON DELIVERY

Please remember that a signatory is required to be at the Delivery Address during the day between 9:00am and 5.30pm, to receive and sign for the delivery. In the event that no-one is present, the Courier Company will leave a card to say they called. Please contact them to re-arrange your delivery for a convenient date.

We may need to provide your name and contact number to the third party Delivery Company, so that they can arrange your delivery. By completing an order with us, you give us consent to provide these details to the Delivery Company.

DELIVERY METHOD

We use third party Couriers for deliveries. We are not responsible for the accuracy or timekeeping of the Courier Companies. We will however, do our very best to help with any difficulties in delivery, to ensure the order arrives to you as seamlessly as is possible.

Cancelling Orders and Returns

EXERCISING YOUR RIGHT TO CHANGE YOUR MIND (Consumer Contracts Regulations 2013)

As you have bought our products online, if you are an individual acting for purposes wholly or mainly outside your trade, business, craft or profession, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

HOW LONG DO I HAVE TO CHANGE MY MIND?

Our timeframes are more generous than the statutory minimum and you have 30 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 30 days after the day you (or someone you nominate) receive the last delivery to change your mind about the goods. For more information, find out more in our terms of supply.

Returns address

If you are unsatisfied with your order, for what ever reason, send your returns, along with the original packing slip, as supplied with your order, to the following address:

RETURNS
STUDIO WILLIAM WELCH LTD
UNIT C1
THE BRIDGE BUSINESS CENTRE
TIMOTHYS BRIDGE ROAD
STRATFORD-UPON-AVON
WARWICKSHIRE
CV37 9HW
ENGLAND

Your returned items will be inspected by our quality control team, after which we will refund the price you paid for the items returned. For more information, find out more in our terms of supply.

Sample Service
What is the Studio William Sample Service?

Our ethos is to give you the best customer experience possible, and for us, cutlery can only be truly appreciated once it is being held in your hand. We offer a sample service where you can choose three* of your final candidates, from our ranges and finishes, to see in person at home. You can feel the weight, see what matches your current tableware, and really experience the cutlery in person.

We believe that the sample service helps you make an informed decision, reducing waste (a big part of our green business credentials).

Step 1: Order Samples

Choose between your 3 favourite ranges. We will charge a nominal fee at a lower cost for you to see the cutlery at home.

Step 2: Return your Samples

We offer a full refund on the sample products returned, provided they are un-used and in a resalable condition. Please note you are responsible for the cost of postage and returns, and the cost of these will not be refunded.

*The Magic Number

3 is the magic number: We limit the number of samples to a selection of three at any one time, as they are offered at a lower price point, to help you make an informed decision. Too many samples will also cloud your decision making process. We have found that three ranges gives you the perfect number to make the right choice.

Payment Methods
SagePay

Sage Pay is Europe's leading independent payment service provider (PSP) and is one of the most trusted payment brands. Payment security and fraud prevention are two of their top priorities. Thousands of businesses already entrust us with their security because we keep our customer's data secure.

All of Sagepay's transactions are encrypted to the highest global standards. Our payment systems are monitored and audited regularly by a world leading Qualified Security Assessors (QSA), so you can be confident our services are completely secure.

PayPal

Checkout with PayPal, so you never have to expose your payment details third party websites. PayPal uses the latest in data encryption and anti-fraud technology to help keep your information secure, reducing the risk of online fraud.

Simply choose PayPal when you select a payment option on this site, and you can quickly open a PayPal account and add your payment method to complete your purchase.

Mastercard

If your MasterCard credit or debit card or Maestro card is issued by one of the following financial institutions you can register for a MasterCard SecureCode. SecureCode is MasterCard’s solution for making online payments safer and more secure. It complies with all the requirements of 3D Secure – the industry protocol for online transactions.

Visa

No other card is more widely accepted around the world than Visa debit. Visa debit allows you to pay, simply and securely, in person, online, over the phone or through the mail. You can keep track of your spending. You can manage your money. It is the easiest way to access the money in your bank account.

American Express

The American Express Customer service team is available 24/7, via phone, text, email or mail and the first person answering your call doing their best to see it through until it is resolved.

Care of Cutlery

We would like to take a few minutes of your time, so that you can read through this important information on how best to care for your brand new cutlery. By following the simple steps below, you will be able to maintain your cutlery as near to its original condition as possible. Within this guide we target the most common problems with regards to cutlery issues, and we offer helpful advice.

ADVICE FOR DISHWASHERS AND HAND WASHING YOUR CUTLERY

Hand washing is always the most gentle and kindest way to treat your cutlery.

Remember that leaving the cutlery to soak first, and then air drying is not recommended.

Please wash and dry the cutlery as soon as possible. Do not let it drain and dry on its own, as this may leave watermarks.

USING A DISHWASHER

When using a dishwasher to clean your cutlery, we recommend using vertical dishwasher baskets, to reduce scratching. Grouping cutlery together by type, simply place the handles down into the cutlery basket, with the utensil heads facing upwards, as this will reduce scratching. Do not overcrowd the dishwasher basket compartments.

Once the wash cycle has finished, take a few moments to remove your cutlery and restore its natural finish, by polishing with a dry soft cloth. This is more important with knives, as they are made from a different type of steel, which is more prone to corrosion if left in the moist atmosphere of the drying cycle.

COMMON MARKINGS AND CAUSES
RUST MARKS

“Stainless Steel” is rust resistant, however, it can receive deposits from other items in the sink or dishwasher.

RAINBOWS

Detergents can cause discolouration if not rinsed off, or if you air dry the cutlery. Additionally hot fat, vinegar, wine, citrus juices and some fruits can also cause this effect.

CHALKING

If you use un-softened water, or do not dry the cutlery properly, it can leave a chalky residue. If you can see these chalky / water marks on your cutlery, then please check the filter at the bottom of the dishwasher. Ensure it is not blocked. It may also be as simple as the water has not fully drained from each piece of the cutlery, caused by an overcrowded dishwasher basket. This can also be caused by blocked dishwasher filter (blocked with food) so that the clean water rinse could not clean the cutlery fully in the last stage of the dishwasher cycle.

Pitting

Our blades and handles are fully hardened. After a period of time, salt and food acids can cause pit marks.

CLEANING STAINLESS STEEL

Please use a non-abrasive Stainless Steel Polishing Cream, which can be gently applied using a soft lint-free cloth, or Studio William's premium white cotton gloves.

Privacy Policy

This website is brought to you by Studio William Welch Limited. We take the privacy of our website users very seriously. We ask that you read this privacy policy (Policy) carefully as it contains important information about how we will use your personal data.
For the purposes of the Data Protection Act 1998, Studio William Welch Limited ('we' or 'us') are the 'data controller' (ie the company who is responsible for, and controls the processing of, your personal data).

PERSONAL DATA WE MAY COLLECT ABOUT YOU

We will obtain personal data about you (such as your name and email address) whenever you complete an online form. For example, we will obtain your personal data when you sign up to join our email list, create an account or buy our products.
We may monitor your use of this website through the use of cookies and similar tracking devices. For example, we may monitor how many times you visit, which pages you go to, traffic data, location data and the originating domain name of a user's internet service provider. This information helps us to build a profile of our users. Some of this data will be aggregated or statistical, which means that we will not be able to identify you individually. For further information on our use of cookies, please see our cookie policy.

HOW WE USE YOUR PERSONAL DATA

We will use your personal data for the purposes described in the data protection notice that was given to you at the time your data were obtained. These purposes include:
• To help us identify you and any accounts you hold with us;
• administration;
• Customer profiling and analysing your purchasing preferences;
• Marketing—see 'Marketing and opting out', below;
• Fraud prevention and detection;
• Billing and order fulfilment;
• Customising this website and its content to your particular preferences;
• To notify you of any changes to this website or to our products that may affect you;
• Security vetting; and
• Improving our products.

MARKETING AND OPTING OUT

If you have given permission, we may contact you by email about our products, promotions and special offers, that may be of interest to you. If you prefer not to receive any direct marketing communications from us, you can opt out at any time. See 'Your rights', below for further information.



AMBASSADOR PROGRAM

If you provide third party personal data to us through our Ambassador Programme you represent and warrant to us that you have the consent of those third parties to use their personal data for the purposes of the ambassador programme and you agree to indemnify us for any losses we may suffer if the requisite third party consent has not been obtained.



DISCCLOSURE OF YOUR PERSONAL DATA

We may disclose your personal data to law enforcement agencies in connection with any investigation to help prevent unlawful activity.


KEEPING YOUR DATA SECURE

We will use technical and organisational measures to safeguard your personal data, for example we restrict access to your data and payment details are encrypted using SSL technology (typically you will see a lock icon or green address bar (or both) in your browser when we use this technology).
While we will use all reasonable efforts to safeguard your personal data, you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any personal data that are transferred from you or to you via the internet.



YOUR RIGHTS

You have the right, subject to the payment of a small fee to request access to personal data that we may process about you. If you wish to exercise this right, you should:
• Put your request in writing;
• Include proof of your identity and address (eg a copy of your driving licence or passport, and a recent utility or credit card bill); and
• Specify the personal data you want access to.

You have the right to require us to correct any inaccuracies in your data free of charge. If you wish to exercise this right, you should:
• Put your request in writing;
• Provide us with enough information to identify you (eg account number, user name, registration details); and
• Specify the information that is incorrect and what it should be replaced with.

You also have the right to ask us to stop processing your personal data for direct marketing purposes. If you wish to exercise this right, you should:
• Put your request in writing (an email sent to online@studiowilliam.com with a header that says 'Unsubscribe' is acceptable);
• Provide us with enough information to identify you (eg your full name and account details if you have an account with us); and
• If your objection is not to direct marketing in general, but to direct marketing by a particular channel (eg email), please specify the channel you are objecting to.



OUR CONTACT DETAILS

We welcome your feedback and questions. If you wish to contact us, please send an email to online@studiowilliam.com. Our registered office is Goose Hill, Charingworth, Chipping Campden, Gloucestershire GL55 6NU.
We may change this privacy policy from time to time. You should check this policy occasionally to ensure you are aware of the most recent version that will apply each time you access this website.

YOUR CONSENT

By submitting your information you consent to the use of that information as set out in this policy. If we change our privacy policy we will post the changes on our website and communicate the changes to you in writing. We will contact you should we make any changes so that you may consent to our use of your information in that way. Continued use of the service will signify that you agree to any such changes.

Intellectual Property
Member of ACID (Anti Copying in Design)

We register our designs and trade marks worldwide with international intellectual property offices.

Be warned any infringements in designs, trade marks or any other intellectual property rights will be rigorously pursued!

The copyright in the products, photographs and all material contained in this website and any trademarks and brands belong to studio William Welch limited or its licensors.

You may download or copy the content and other downloadable items displayed on the website subject to the condition that the material may only be used for personal non-commercial purposes. Copying or storing the contents of the website for anything other than personal or educational use is expressly prohibited.

© ALL RIGHTS RESERVED STUDIO WILLIAM WELCH LTD 2016