FAQs

Frequently Asked Questions (FAQs)

Here are a few of our frequently asked questions but if you don't see the answer to your question here, then please do contact us. Drop us an email at info@duckbarn.co.uk or call us on 01483 255977.

Are all items in stock?

If you can see an 'Add to Cart' button then we, or our approved suppliers, have stock, otherwise the item will say that it's not available. Our website will always endeavour to show current stock levels as this prevents customers ordering products that are out of stock. If products are out of stock, the Product Page will give the option to "Email Me When Back In Stock", just sign up and you will automatically be sent an email when the item is available again.

When an item is low on stock, it is possible for more than one customer to add the last remaining items to their Shopping Cart. In this event, the first person to complete the checkout process will buy those items and an "Out of Stock" message will be displayed should another customer attempt to Checkout with the same items.

Stock of furniture items

Our stock levels for furniture are updated regularly, often hourly, however, we do not have 'real time' information for all items as we do for our other stock such as accessories. If you are concerned about whether an item of furniture is in stock before ordering, please contact us and we can check for you.

What are your delivery charges?

Our UK Mainland Standard Delivery for orders over £75 is FREE.  Other delivery options are available and full details are available in our Delivery Section.

When will I receive my order?

Standard delivery is usually within 3-5 working days. Any items ordered before 1pm will normally be dispatched the same day. We offer next day delivery for some products and this option will be displayed during check out if it is available for the items in your shopping cart.

Deliveries may also be split depending on where stock is located, so you may receive separate parcels and deliveries. You will receive separate tracking information for each product.

What is your returns policy?

Please see the Returns Section for full information.
 
What is the refund policy during the Christmas period?

We understand that some unwanted or unsuitable gifts need to be returned so any products bought from the 1st December can be returned up to 14th January. The extended Christmas returns period applies to all products that can normally be returned for exchange or refund, in line with our standard returns policy. Any purchases made form the 1st January onwards will be subject to our standard returns policy.

Can I add a different delivery address to my billing address?

You will have the option to add a different delivery address during the checkout process.  For example, you could have your order delivered to a work address, or if it is for a gift it can be sent directly to the recipient.  The recipient will not receive any details of the cost of the item as our dispatch notes do not contain any pricing information.

Do I need to sign for my delivery?

For higher value and larger items we use a secure courier delivery service and you must specify an address where someone will be present to sign for the delivery. We can add details to an order if you specify additional delivery details during the checkout process, If you know you will not be at home, please use the "change delivery address" option during checkout which enables you to have your parcel delivered to a neighbour, work or business address.
 
The courier company will re-attempt delivery but should there be several failed attempts and the parcel is returned to us, may have to charge for re-delivery.
 
Couriers also offer additional services so that you can specify where you would like the order left e.g. in a safe place, or you can choose to collect from a drop off point.  Each courier has their own process, so please look out for the delivery confirmation that you will receive directly from the courier either by text or email.
 
We also used tracked services via Royal Mail and these will require a signature or a card will be left for you to collect the parcel from the designated site.

Can I place an order over the phone?

Ideally we prefer you to order on our website as we then have all the required information to hand, but if you do require assistance, please call us on 01483 255 977 (Mon-Fri during office hours 9.00am to 5.30pm) and we will assist. We are a small team, so you may need to leave a message with our answering team and we will call you back (we promise!)

Can I add an extra items to my order?

Yes you can, provided that your order has not already been packed or dispatched. Please email or phone us to check and to allow us to take payment for the additional item(s) as we do not store your credit card details or have access to the card details for security reasons.

Can I order an item that is out of stock?

If something is out of stock it will depend on the item and whether we are expecting stock, so it may not be able to be pre-ordered. It is best to email, message or call to check.  You can also complete the ‘Email me when back in stock’ box and you will be notified as soon as the item comes back into stock again.

What happens if my delivery address was incorrect?

Orders will be sent to the delivery address that you specify when placing your order. We cannot be held responsible if this delivery address is incorrect. Please ensure any PayPal address accounts are up-to-date before placing your order and that postcodes are correct. We cannot take responsibility for a lost or stolen parcel if you request that it is left somewhere other than being signed for at your address.

What happens if my parcel hasn't arrived?

For courier deliveries and recorded Royal Mail deliveries, you will receive an email with the tracking link number of your parcel. Please contact us if you have not received your delivery within 7 days.

Can I order items for delivery outside of the UK?

Unfortunately we do not ship outside of the UK – please see our Delivery Section for full details. Some items can only be delivered in Mainland UK for logistical reasons, fragility and size.

Which payment methods do you accept?

We accept credit and debit card payment via PayPal, Visa, MasterCard, American Express, Switch, Delta (Visa Debit), Electron and Solo, AmazonPay and Apple Pay. Payment for your order is processed as soon as your order is placed. We process the payments via PayPal – you do not require a PayPal account in which to pay via credit card. Orders may be subject to security checks before despatch. All purchases are processed in Pounds Sterling.

We have also partnered with Klarna and you can find more information about the options here.