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.

Our UK Standard Mainland delivery is FREE.  Other delivery options are available and full details are available in our Delivery Section.

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.

If you can see an 'Add to Cart' button then we 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, however, we do not have the same 'real time' information as we do for our other stock. If you are concerned about whether an item of furniture is in stock before ordering, please contact us and we can check for you.

Standard delivery for non-furniture items is usually within 1-3 working days. Occasionally it may take longer, particularly in adverse weather conditions or more rural areas. Any items ordered before 2pm will normally be dispatched the same day.

Furniture items and items delivered directly by our approved suppliers can take up to 14 days. Each product has its own delivery information on the product page.

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.

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.

Since Covid19 some courier firms will leave the parcel and take images where they have left it in a safe place.

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!)

Yes you can, provided that your order has not already been packed. 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 nor have access to the payment details for security reasons.

Occasionally we will have items on pre-order when there is certainty of stock arriving. The best option is to complete the ‘Email me when back in stock’ option detailed by each product and you will be notified as soon as the item comes back into stock again.

Please feel free to call us or email to discuss if there is something that you particularly require as we can often source on your behalf.

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. 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.

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 after 7 working days and after 14 working days if it is furniture or being delivered directly by our approved suppliers.

Payment, Returns and Exchanges

Please see the Returns Section for full information.

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.

We accept most 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.