SHIPPING AND RETURNS

Shipping Policy

Most of our products include delivery to mainland UK in the listed price unless otherwise stated. Smaller items are shipped via FedEx while larger ponds and other larger, heavier products are delivered using a range of specialist couriers depending on the destination. For the largest of our products, shipping is not included but can be arranged on an individual basis - feel free to get in touch for a no obligation quote.

Please allow up to 15 working days after placing your order and making payment for the item to be dispatched, especially during spring and summer, as all our products are handmade to order. We always strive to get your product to you as quickly as possible.

For small to medium sized items, delivery with FedEx is normally a 48 hour service. Larger items weighing over 30 kg or exceeding certain dimension limits are shipped using specialist couriers. Delivery for these larger items can take from two days up to two weeks (for more remote rural areas) from the dispatch date, depending on the courier's routes and the destination area.

If ordering a larger and heavier item, please make sure that there is sufficient access to the area the pond or planter will be sited. You can use the smallest dimension plus 10cm of any item as a general guide to the minimum path width needed. No responsibility or returns will be accepted by Dad's Crafts or the couriers for difficulties or costs incurred if customer passageways, garden paths or other access points etc are not wide enough to complete the delivery.

For more information, please refer to the delivery details provided on each individual product page. If you have any further questions, please don't hesitate to contact us, and we'll be happy to assist you.

Return & Exchange Policy

At Dad's Crafts, we take great pride in handcrafting our products with the utmost care, striving to deliver products that not only meet but exceed your expectations.

In the unlikely event that you receive a product that does not live up to your expectations, our dedicated focus on customer service means we will do everything possible to rectify the situation and ensure complete satisfaction with your purchase.

Think you might have a leak?

In almost all cases of customers contacting us regarding unexpected water loss or level change the culprit has been an over enthusiastic pump or leaky pipe connection. If you suspect a leak in your pond, it's important to rule out other possibilities first. One common cause is a solar-powered fountain. These fountains are designed to operate using energy from the sun, and their performance can vary depending on the weather conditions. On particularly sunny days, the fountain may pick up speed and intensity, causing water to spray or spurt out of the pond. Before assuming a leak, take a moment to observe your solar-powered fountain and see if it's the source of the water loss. If the fountain appears to be operating normally and the water level continues to drop, then it's time to investigate further for a potential leak. While great care is taken in every aspect of the building process, we do use products from third parties in our garden features. This includes the pond liners we use which, while extremely reliable and of a high quality, can of course suffer a manufacturing flaw. We're happy to help if you need any more info.

We value your feedback and are committed to providing you with the best possible experience when shopping with Dad's Crafts - from your first website visit, through ordering and communication, to enjoying your new garden feature. Your happiness with our products is our top priority. If you have any comments, suggestions or maybe a few pics of your new display, get in touch - we'd love to hear from you.