SHIPPING & RETURNS
The Glass Duck ("we" and "us") is the operator of (https://www.theglassduck.co.uk) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
3.1 Return Due To Change Of Mind
The Glass Duck will happily accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of item and are returned to us in original packaging, unused and in resellable condition.
Return shipping will be paid at the customers expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
(The Glass Duck) will refund the value of the goods returned but will NOT refund the value of any shipping paid.
4. Delivery Terms
Orders are usually dispatched within 1-2 business days of payment of order. For commissions, dispatch time is typically between 1 to 2 weeks, and we will endeavour to keep you updated throughout the process.
All orders are sent with Royal Mail 1st Class Tracked delivery. Please note that, due to the pandemic, Royal Mail are facing unprecedented demand, and your delivery may be slightly delayed which is out of our control.
4.1 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Please contact us immediately to ensure that we catch the change in time!
4.2 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
4.3 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
4.4. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
5. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the postman and get in touch with us. If the parcel has been delivered without you being present, please contact us for next steps.
6 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and The Glass Duck encourage you to be aware of these potential costs before placing an order with us if you live outside of the UK.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to The Glass Duck at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please get in touch.
Parcels are insured for loss and damage up to the value as stated by Royal Mail.
9. Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
10. Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at firstname.lastname@example.org