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FAQ

PRODUCTS

Where are Original Duckhead Umbrellas made?

Our umbrellas are handmade in China. We have a long-standing partnership with our manufacture, who is committed to ethical and environmentally responsible practices. They are a small family run factory.

Together with our supplier, we can ensure high-quality products, good working conditions and care for the environment.

 

Are Original Duckhead Umbrellas sustainable?

Sustainability has been our core mission since we started creating umbrellas back in 2012. Here are our guiding principles are:

Minimize Waste - We are conscious that producing anything new has an impact on the environment. We are continuously working to eliminate waste at every stage of production.

 Design Longevity - Designing umbrellas sustainably means designing umbrellas to last. We want every umbrella we make to live a long, productive life so we prioritise quality, ensuring our materials and construction hold up over time and age with character.  

 Eco-Friendly materials- Recycled P.E.T Fabric is a versatile and strong material, created by up cycling post-consumer waste. Each of our umbrellas is made from 9 recycled plastic bottles.

Our umbrellas are waterproofed with an eco-friendly non-toxic AC coating.

Our poly-bags are certified 100% biodegradable.

All the packaging we use to ship from our factory to our warehouses, to our retail partners and to your homes is fully recyclable.

 

How do I care for my Original Duckhead Umbrella?

Your Original Duckhead umbrella has been carefully designed and crafted to be with you for a long time. The following tips should maximise the life of your umbrella:

Always allow your Original Duckhead Umbrella to completely dry whilst fully open. This will allow the fabric to breathe and prevent any potential rusting of metal parts.

Store your Original Duckhead Umbrella in its protective sleeve, away from direct sunlight to avoid fading.

Clean your Original Duckhead umbrella with a clean cloth and warm water. Avoid using any chemical detergents and bristle brushes.

To maintain that easy-open action, wipe the shaft clean from time to time and rub a very light layer of petroleum jelly on it.

Can I repair my ODH umbrella? 

Yes, please email us to hello@originalduckhead.com and we will do our best to find a solution. Please make sure you send us pictures of the damaged product as this often speeds up the process. If you have bought from one of our authorised wholesalers please get in touch directly with them.

Do Original Duckhead Umbrellas have UV protection?

We do not currently sell UV specific umbrellas. But stay tuned, as this is in the works.

 SHIPPING

 Do you ship worldwide?

Yes, we ship worldwide

Are you packaging methods eco-friendly?

Absolutely. Our standard shipping bag is made out of 100% recycled and recyclable content.

To protect and cushion each shipment, we use 100% recyclable, compostable and biodegradable wrapping.

Occasionally, high-volume orders or extra-large items exceed the size of our eco-friendly bags. 

In these cases, we reuse boxes that are in strong condition whenever possible. As a last resort, we may ship your order in a standard box. In all cases, we encourage you to reuse and eventually recycle all of these packaging materials.

 How long will my order take to arrive?

UK

We offer free shipping for all UK orders. Your order will ship by Royal Mail, 2nd class service or express delivery for £6.99 (1 to 3 business days). Your Royal Mail shipment number will only update once Royal Mail attempt a to deliver your order. 5-7 business days transit time. 

 

International

We offer international tracked shipping with Royal Mail. 7-10 business days transit time.

Local Duties and Taxes may be applicable on arrival in your destination country. 

Unfortunately, we are unable to ship to Russia.

Pre-Orders

What is a pre-order?

The pre-order product is an item which you have the chance to purchase before it is available. Usually, these are our most popular products and they go out of stock quickly due to high demand. Once you run checkout it is important to verify if the product is in pre-order or not.

How long will it take to ship out my pre-order?

The estimated date is provided on the pre-order product page. Once the product is available in our warehouse, your order will be dispatched within three working days.
Please keep in mind that if f you place an order containing a pre-order item, the entire order will be on hold and dispatched at once.

When does a delay occur and why?

In the unlikely event of a delay, our Customer Service Team will get in contact with you as soon as possible.

Can I combine in stock and pre-order items?

Absolutely yes! You can:
Create two distinct orders: one including items available in stock and the other including items in pre-order. The one including available items will be dispatched in accordance with our shipping times policy.
Place a combined order and wait for the items in pre-order to arrive. In this case, the whole order will be held and dispatched entirely.
Contact us for further information on pre-order products.

Can I amend my order?

Yes, you can. Please get in touch with us via hello@originalduckhead.com and our Customer Service Team will help out.

Do you offer student discount?

Yes, we do. Please email us at hello@originalduckhead.com with your university ID, and we will send you a 10% off code.

VAT and Duty Charges

The total charges for orders do not include any import taxes or customs duties.  These vary by country, and you should check whether your order will incur any such charges before finalising your purchase. Original Duckhead will not be liable for any import or customs charges incurred by the customer for importing goods to their destination. If any customs duties or charges are due, you will receive an email from our third-party supplier instructing you on how to pay these charges.  Please note that your order will not be delivered until these fees are settled.

EU

All shipments to EU Countries are Delivery Duty Unpaid. Your order will be shipped on a DAP (Delivered at Place) service, and you may be required to pay duties, taxes, and service charge on your purchase when it arrives at your local border. You will be contacted in advance of your goods being delivered.

 

We have a vast network of retail partners around the world. To avoid paying VAT and Import Duty, please visit our stockist page to find a retailer near you.

https://originalduckhead.com/pages/stockists

How much does shipping cost?

Shipping is free in the UK

A flat fee of 10 pounds is applied to all international shipments.

 

My order hasn't arrived - what should I do?

Due to very high parcel volumes, it’s taking a little longer than usual to process your order. However, our Warehouse team are working around the clock to dispatch your purchase as soon as we possibly can. Rest assured; your parcel will be dispatched within the next few days. Thank you for your patience and understanding during this busy time.

Please check for a missed delivery slip from the postman and check with any neighbours or safe places where the delivery may have been left.

Please contact our Customer Service team at hello@originalduckhead.com if you think your parcel is lost. We will get back to you within 1 to 2 working days and ensure your parcel is safely delivered. 

 

PAYMENTS

We are accepting all major credit card companies.

 Refund and Exchange Policy

We have a 45-day return policy, which means you have 45 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. To start a return, you can contact us at hello@originalduckhead.com. If your return is accepted, we will send you instructions on how and where to send your package. You can always contact us for any return question at hello@originalduckhead.com

Damages and Issues

If any Original Duckhead products are damaged in transit, then we will replace them free of charge. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item.

Exceptions and Non-returnable Items

Unfortunately, we cannot accept returns on gift cards.

 

Returns

For returns, please email us at hello@originalduckhead.com

Please return this to the address below.

ODH Limited

2A Saint Luke’s Avenue

Flat 107

SW4 7EB, London

UK

 

Original Duckhead cannot be held responsible for any returns that are lost in the post. We strongly recommend using a signed for service when posting returns to us.

Any items purchased via a 3rd party retailer must be returned to that retailer.

  

Refunds

As long as the product has not been used, we will issue a full refund once the item has been received by us at our office. Please note that the cost of return will need to be covered by the customer, as we do not offer free returns.
 Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancellation

As soon as you receive your order confirmation E-mail, you will have up to one hour in which to cancel and receive a full refund. After this it will be very difficult for your order to be cancelled as it will have already been processed.

The buyer will be responsible for paying the return postage fee in the case that they cancel an order, and it has already passed the point at which it can be cancelled.

Warranty

Our umbrellas are built to last and that's why we offer a guarantee against any product fault for two years after the day of purchase. 

WHOLESALE & CORPORATE

 For any wholesale enquires or if you want to become a retailer, please email us at wholesale@originalduckhead.com

Or visit our pages on our partner wholesale marketplaces

UK

https://www.ankorstore.com/brand/original-duckhead-uk-4549

EU

https://www.ankorstore.com/brand/original-duckhead-eu-1660

USA an Canada

https://originalduckhead.faire.com

Who can I contact for PR enquiries and collaborations?

For all Marketing, Press or Partnership enquires please email iona.r@originalduckhead.com

CONTACT

 You can contact us through our live chat on our website or email us for customer support at hello@originalduckhead.com

You can also call us on + 44 (0) 2030053214

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