Returns Information
We would obviously like everything to be perfect first time, every time, but unfortunately it doesn't always happen like that. So if something is not quite right, we'd like to put it right.
Missing, Incomplete or Damaged Orders
If your order has arrived and it is damaged or defective, please notify us within 5 working days by email at returns@duckbarn.co.uk so that we can assist and help resolve the issue as soon as possible.
If your order is incomplete, please bear in mind that products may be sent out from multiple locations and so may arrive separately.
If, however, your order does not arrive within 5 working days, please email us at info@duckbarn.co.uk and we will investigate.
Product Not Suitable
If the product is not suitable, the customer is responsible for the cost of the return.
Please contact us within 14 days of receipt of your order by email at returns@duckbarn.co.uk and we will provide you with return information appropriate to that particular product.
The customer is responsible for the cost of the return.
All returned items must be suitable for resale and in ‘as new’ condition. They must be in the original packaging and unused and unassembled (if applicable).
Please ensure that when unwrapping the item, the packaging is kept intact. This is essential in preventing the item from being damaged during return transit.
We regret that under no circumstances can we accept returns that do not have their original packaging.
Some larger items can only be returned by courier due to their size. If items are over 1 metre long, some couriers will not accept them, so please bear this in mind before purchasing.
We would recommend looking at options from
Parcelforce
for returns if the item is too large to be returned by Royal Mail.
Refund Policy
We will credit your original payment method within 5 working days of receiving your returned products.
Please ensure that you obtain proof of postage and retain it until you have received your refund.
Please note that large items may need to be collected by one of our couriers and the cost for this will be deducted from your refund.
Simply contact returns@duckbarn.co.uk and we will be able to advise you.
Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 28 working days of receipt.
This includes any delivery charge, but excludes any products which may have been personalised for you or any made-to-order products such as furniture or made-to-measure items.
Where a product has been specially ordered for you, unless faulty, we are unable to refund or offer an exchange.
We are also unable to accept cancellations for these orders unless within 24 hours of the order being placed.
Furniture Returns
Please be advised that our furniture suppliers will deliver furniture directly to the customer.
Any damaged items or returns must be notified by email within 5 days of delivery.
Any goods that have been made to order are not returnable unless damaged.
Any damaged furniture will be returned free of charge but must be returned in the original packaging.
We will also require photos of any damage to the item and packaging.
Unless damaged on arrival, all goods must be returned in a saleable condition.
All furniture returns must be returned in the original packaging in the condition they were supplied.
Please therefore unwrap carefully to protect the packaging and do not discard any packaging until you are satisfied that the product will not need to be returned.
Larger items, including all furniture, will require collection which starts from £40 and can take 7–10 days.
Please contact returns@duckbarn.co.uk to obtain a quote.
If you would like this information before placing an order, please do not hesitate to contact us.
Buying Furniture
Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) as well as the proposed location before ordering large pieces of furniture so that delivery can be completed successfully.
Christmas Returns
We understand that during the Christmas period you may need to return items that are not suitable.
For peace of mind, we extend our returns policy from 1 December until 31 January the following year so that you can shop with confidence.
If a gift is not suitable, simply contact us and we will be happy to help.
