FAQ | Original Duckhead

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Umbrellas

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.

Do Original Duckhead Umbrellas have UV protection?

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

Reusable Bags

What materials the bags are made of?

Our bags are made from 6 recycled post-consumer plastic bottles.

How can I wash my bag?

To clean our Reusable Bags, machine at 30 degrees (or hand) wash cold and line dry.

How strongs are your bags?

Our bags have wide shoulder strap to distribudistribute weight comfortably and they can hold up to 20kg.

Candels

Safe burning tips

Keep your burning candle in sight and away from drafts. Always place it on a flat, heat-resistant surface when lit.

Never leave your candle unattended. Never burn a candle on or near anything that might catch fire and keep candles out of the reach of children and pets.

Wick care and treatment

If your candle flame grows to over 1 cm high or the candle begins to smoke, then carefully extinguish the candle, allow the wick and wax to cool, and trim the wick to 1 around 5-6 mm. Remove and discard all wick trimmings before relighting the candle.

How to stop the flame

Use the lid to extinguish the flame. Allow the candle to solidify before re-lighting.

Wholesale & Corporate

How do I become a stockist?

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

EU

USA and Canada

Who can I contact for PR enquiries and collaborations?

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

How can I get in touch?

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

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.

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.

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.

Shipping

 Do you ship worldwide?

Yes, we ship worldwide.

 How long will my order take to arrive?

UK
We are offering free shipping for all UK orders over £59 and £2.99 for anything else. Your order will ship by Royal Mail, tracked service. 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.

Christmas Shipping 2022

Latest posting dates for Christmas delivery:

Australia, New Zealand, Africa, Asia, Central and South America, Far and Middle East - Thursday 1 December

Rest of the world - Friday 9 December

UK - Friday 16 December

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.

How much does shipping cost?

We are offering free shipping for all UK orders over £59 and £2.99 for anything else. Your order will ship by Royal Mail, tracked service. 5-7 business days transit time.

International & EU

We are offering free international shipping if you buy three umbrellas or more. For anything else a flat fee of £10 will be charged.

Shipping is automatically calculated at checkout. Your order will be shipped by Royal Mail 7-10 business days transit time.

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

How can I pay?

We are accepting all major credit card companies.

Do you offer student discount?

Yes, we do. We have partnerpartnered with Student Beans to offer an exclusexclusive discount to all students. Click here for more information.

How can I return my Original Duckhead umbrella?

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.

My Original Duckhead umbrella is damaged?

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.

What's your return address?

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.

How do refunds work?

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. 

Clearpay FAQ

What is Clearpay?

Clearpay is a payment service that lends customers a fixed amount of credit to makepurchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks,without any interest (late fees apply). 
The service is provided by Clearpay Finance Ltd. 

How do I use and who can use Clearpay?

Just shop on Original Duckheadand check out as normal. At checkout, choose the Clearpaypayment method. You will be directed to the Clearpay website to register and providepayment details (Visa, Mastercard or Amex). 
If you’ve used Clearpay before, just log in to your Clearpay account. 
Then complete your order! 

Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands)with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create aClearpay account. 
Other eligibility criteria apply. See Clearpay Terms of Serviceherefor further details.

Who can use Clearpay?

Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands)with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create aClearpay account. 
Other eligibility criteria apply. See Clearpay Terms of Serviceherefor further details.

What if I can’t pay a Clearpay instalment?

If you cannot make a payment, please contact Clearpay here
As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay. 
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £36, whichever is less. 
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service here for further details.

Where can I find out more about Clearpay?

Visit the Clearpay website here for a comprehensive list of FAQs, Clearpay Terms of Service here, and Privacy Policy here.

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