Customer Information
At Dad's Crafts, our first priority is happy customers. Whether you've already purchased one of our products or simply want to enquire about an item, you'll find our customer service second to none. Have a look at the general information below and if you have any questions feel free to message, call or email - we'll be very happy to help. At busy times replies may be sent in the evenings, once the workshop closes for the day!
Delivery
Our products all include delivery to mainland UK in the listed price unless otherwise clearly stated. Smaller items are shipped via FedEx while larger ponds and other larger, heavier products are delivered using a range of trusted, specialist couriers depending on the destination. For a small number of the very largest of our products, shipping may not included or possible to more remote areas of the country but we'll do our very best to help if we can - feel free to get in touch for more information.
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 carefully handmade to order and are never rushed. We always strive to get your product to you as quickly as possible and will keep you updated with the delivery information when available.
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 of your product plus 10cm of any item as a general guide to the minimum path width needed to get through (larger items can be moved on their sides if necessary). 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.
If you have any further questions, please don't hesitate to contact us, and we'll be happy to assist you.
Returns 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. We're happy to say that any issues with our products are extremely rare but, 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.
Returns will be arranged by Dad's Crafts if you receive an incorrect or damaged item, however, for any other reason, acceptance of returns is at our discretion and buyers will be liable for any return shipping costs
Think you might have a leak in your pond?
In almost all cases of customers contacting us regarding unexpected water loss or level change the culprit has been an over enthusiastic fountain pump or leaky pipe connection - the EPDM liners we use are of a very high quality and it is extremely rare for them to fail. 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, including the liners, even the best products can of course suffer a manufacturing flaw. If this does occur we will do everything necessary to make sure your product lives up to your, and our, highest expectations.
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.
Product Information
General Product Info - ‘The Detailed Parts’
All Dad’s Crafts products are hand-crafted and delivered pre-assembled & ready to use. With eye-catching original designs and quality, sturdy construction, all of the ponds and planters are freestanding (unless wall-hanging!) so they can be used in almost any outdoor space. Only weather resistant, stainless steel fixings and high quality pressure treated timbers are used, providing a long lasting, attractive feature you can enjoy for years. Our items feature a solid floor which is supported on plinths to provide stability and strength allowing air flow below the body, reducing moisture underneath to further prolong the life of the wood, while supporting the contents and protecting the inhabitants.
All items (except those with a coloured finish) are treated with Barrettine's Universal Wood Preserver before shipping which protects against wood boring insects and fungi. This is an oil based product that gives a lovely sheen to the timber and also preserves the natural beauty of the timber. If you are intending to paint or stain your purchase before use you can choose to have Barrettine's Universal Wood Primer applied as a free alternative. This provides similar protection from fungi etc while also adding resins to the wood that provide a great base for your own treatment. Let us know when you order if you would like this option.
Products with a colour finish are painted using Cuprinol Garden Shades before and after assembly to ensure a beautiful, all-over finish and receive a minimum of two top coats depending on colour choice. The bases/floors of these products are unpainted but treated with Barrettine's oil for maximum protection against nature and the elements. If you don’t see the desired shade available you want, please get in touch and let us know what you would like - we can do any colour that Cuprinol have available in their Garden Shades range.
Our ponds and water features include a heavy duty, industry leading, EPDM flexible pond liner that is completely safe for plants and fish. These liners come with a lifetime guarantee against weather damage and UV degradation, giving total peace of mind, ensuring many years of enjoyment and, of course, they are fully fitted before shipping so you can immediately enjoy your new feature on arrival. (Some movement of the liner may occur in transit but they are easily flattened back into place once situated in your garden).
As timber products, natural imperfections and variations in colour, grain and appearance may occur. The wood used can vary slightly in shade from the images shown in the listings depending on availability but the quality will always be the same - great care is taken in every aspect of the production of our products, including the selection of timber used.
All Dad's Crafts products can be painted, stained or treated with suitable outdoor products. Periodic, all over treatment with a quality preserver is highly recommended and will keep your product looking great for years.
Although they are suitable for any garden, it is recommended that our ponds and planters are sited on solid, flat, level surfaces. If placed on grass or soil etc. the entire base should be raised and supported on level flagstones or similar to prevent sinking, warping and damage to the product, to protect the base timbers and allow the raised floor design to work as intended.
Our bespoke build service allows you to customize any product to your specific needs in size, colour or accessories such as protective covers. We also love to create new products based on your own design requests and requirements. Get in touch if you would like to find out more.
Maintaining Your Product
Caring for your Dad's Crafts product is essential to ensure its longevity and maintain its attractive appearance. Here are some tips on how to care for your product:
Placement
Position your pond or planter on a solid, flat, and level surface to prevent warping or damage. If placing on grass or soil, raise the entire base on flagstones or similar materials to avoid sinking and reduce the presence of constant moisture on the base, allowing the raised floor design to work as intended.
Regular cleaning
Remove debris, such as fallen leaves or twigs, from your pond or planter regularly to maintain a clean and healthy environment for plants and fish (if applicable). It is normal, and beneficial, for living environments like ponds to have some algae etc present as it is part of a natural ecosystem.
Water quality
If using the product as a pond, monitor the water quality regularly and take appropriate measures to maintain a balanced ecosystem, such as using a water filtration system or adding beneficial bacteria. Consult your local fish-keeping experts for more help.
Liner care
Avoid puncturing the liner with sharp objects. If damage does occur, EPDM can be repaired using a suitable patch kit or sealant. Get in touch with us if you need any more advice.
Wood treatment
Although Dad's Crafts products come pre-treated with Barrettine's Wood Preserver, it's essential to apply a quality wood preserver periodically to protect against weather damage, insects, and fungi. Follow the manufacturer's instructions for application and drying times etc.
Winter care
While the thick timbers of our products do provide some thermal insulation and many of our ponds also feature insulated walls, during heavier frosts in more exposed positions, it may be necessary to take precautions to prevent danger to your fish and wildlife from freezing temperatures. This may include protecting the product with a suitable insulating cover or adding a pond heater, protecting the habitat for your fishy friends.
Customisation
If you decide to customise your Dad's Crafts product with paint, stain, or other treatments, ensure that the products used are suitable for outdoor use and follow the manufacturer's application guidelines.
By following these care instructions, your Dad's Crafts pond or planter will remain in excellent condition, providing you with enjoyment for years to come. If you have any further questions or concerns, don't hesitate to reach out to the Dad's Crafts team for assistance.