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FAQs

How do I place an order?


You can place your order on our website 24 hours a day, 7 days a week. If you have a Duck & Hive account, log into your account and start shopping. If you are a new customer, you can choose to create an account or to checkout as a guest. We would recommend that you create an account as this will allow you to track the status of your order and view your order history.




How long will it take for order to arrive?


Any order placed before 12 noon is processed on the same day, orders placed after this may be processed the following day. Next Day delivery can only be guaranteed if orders are received before 12 noon. If you order after this time please allow up to 2 days for delivery.
For Standard Delivery our courier aims to deliver parcels within 2-4 days. Please note all parcels must be signed for.




Can I change my delivery address after I have placed my order?


Unfortunately we cannot change the delivery address once an order has been placed.




Can I add extra items to an existing order?


Unforunately not, we cannot add an extra item to an existing order. If you would like to purchase an additional item, please place a new order.




My credit card has been declined when I try to place my order. What should I do?


If your transaction is declined during the ordering process, please follow the instructions given on-screen. Check the information you have entered and try again or, alternatively, please try another form of payment. Banks may occasionally put a hold on an authorisation as part of their security measures until they have received confirmation of the authenticity of the transaction from the card holder. In this case your bank will usually contact you.




My order is a gift. Will you send an invoice with my order?


A despatch note will be enclosed within the parcel. This will not display any prices. An invoice displaying the price is sent to your email.




The price of an item I purchased has changed since I bought it. Will you refund me the difference?


No we cannot refund the difference. Once an item has been ordered the price is fixed. Duck & Hive Limited reserve the right to change prices at any time without prior notice.




What happens if my goods are faulty/damaged or an incorrect item has been sent?


Faulty/Damaged Goods
Please check all items upon receipt, as faulty or damaged items must be reported within 8 working days of receipt, (30 days should the fault develop after receipt).
We will need you to send us a picture of the faulty/damaged item prior to any refund or replacement being sent. If you cannot send us pictures of the fault/damage, you will need to return the item to us, at your own expense. We will inspect the item and if our inspection confirms the fault/damage we will refund your return cost (equal to the collection cost we would charge) and supply you with a replacement (if in-stock) or a refund as appropriate. Once we have received pictures of the fault/damage and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund. Under the Consumer Rights Acts 2015 if any manufacturing fault occurs within 6 months of receiving your product, we will offer a replacement item or a refund. We cannot be held responsible for items that are damaged due to the result of an accident or normal wear and tear. Incorrect Items In the unlikely event that an incorrect item has been sent to you or your item has arrived damaged or faulty, please email us on hello@duckandhive.com so that we can arrange a free return/collection for you. Please read all care instructions on the product page and within product packaging. Please also note any disclaimers on product variation.




The product I received is not exactly the same as the picture on the website. Is the right?


Some items we sell are handmade and may have natural imperfections and/or a unique finish, shape, colour, texture or finishes. Due to computer screen calibrations the product you receive may also vary from the picture you see on our website and/or between products if you order more than one. Sizes may also vary slightly.




What is your returns policy?


Goods must be returned to us within 28 days of receipt. They must be undamaged and in their original packaging with the returns slip completed. Unless you received a faulty, damaged or wrongly despatched item you are responsible for the cost of returning your item(s) to us. Please use the original packaging or a suitable alternative to ensure the goods arrive back to us safely, as they are your responsibility until they reach us. We will inspect the returned item and will send you a confirmation of your refund/replacement or exchange via email. We endeavour to process returns as soon as possible once they have reached us. However, please allow up to 21 days for your return to be processed, especially during busy periods. Any money owed to you will usually be refunded using the same method you used to pay for your purchase. If it’s not possible we will contact you via email. We do not accept returns of washed and/or used textiles, door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan. Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged. These items will be returned to you. Likewise, if an item has not been packaged properly and has been damaged in transit back to us, we will not issue a refund and will return the item to you. If you want to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please inform us via email at hello@duckandhive.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back and an inspection finds that all goods are in good condition, we will issue a full refund via your original method of payment. We cannot be held responsible for any goods lost in transit. Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by Duck & Hive Limited. Please ensure that you read all care instructions on the relevant product page(s) and any disclaimer on product variation due to the nature of the product and/or screen variance.
If an item is not cared for as per our guidelines and recommendations and the product has been damaged because of this, we cannot be held responsible and we will not be able to issue a replacement or a refund. Faulty/Damaged Goods
Please check all items upon receipt, as faulty or damaged items must be reported within 8 working days of receipt, (30 days should the fault develop after receipt). We will need you to send us a picture of the faulty/damaged item prior to any refund or replacement being sent. If you cannot send us pictures of the fault/damage, you will need to return the item to us, at your own expense. We will inspect the item and if our inspection confirms the fault/damage we will refund your return cost (equal to the collection cost we would charge) and supply you with a replacement (if in-stock) or a refund as appropriate. Once we have received pictures of the fault/damage and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund. Under the Consumer Rights Acts 2015 if any manufacturing fault occurs within 6 months of receiving your product, we will offer a replacement item or a refund. We cannot be held responsible for items that are damaged due to the result of an accident or normal wear and tear. Please note: We cannot deliver to the Channel Islands, PO Boxes or BFPO locations at this time.




Do you use cookies on your website?


Yes, we use Cookies to help ensure that you have the best shopping experience with us. This may include remembering what you have added to your shopping basket, or recognising you when you return to our website. We use Cookies to keep track of your current shopping session to personalise your experience and so that you can retrieve your shopping basket at any time. If you do not accept Cookies you will be unable to use this Website for shopping purposes but you will be able to browse and research. The majority of web/internet browsers automatically have Cookies enabled, but we have provided some information below on how to enable these if needed. Carefully selected suppliers also use Cookies on our site, but please note that this does not include any sensitive data including credit card information. If you would prefer to opt out of Cookies you can visit the Network Advertising Initiative website, but please note that this may cause issues when ordering from our website. For further information about cookies, please visit www.allaboutcookies.org.




How do I unsubscribe from your emails?


You can unsubscribe from our emails at any time by clicking on the unsubscribe link at the bottom of each of our emails or, alternatively, by updating your account preferences.





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41, Craven Road
Altrincham

WA14 5HJ

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