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

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 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 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.

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.

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 solar-powered fountains. 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.

Product Information

At Dad's Crafts, we carefully create hand-crafted products for home and garden featuring original eye-catching designs and sturdy construction, all delivered fully assembled and ready to use. Our bespoke build service allows you to customize any product to your specific needs in size, colour or accessories such as protective covers or create new products based on your own design request.

All ponds and planters are freestanding and built with pressure-treated timber and weather-resistant, stainless steel fixings. The timbers are screwed together, not nailed, ensuring a strong and durable structure. To increase stability, strength and longevity, our ponds and planters feature solid floors supported on plinths. This design allows for air flow beneath the body, reducing moisture, prolonging the life of the wood and supporting the weight of the contents.

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 finish that 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 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.

Our ponds and water features include non-toxic, flexible pond liners that are safe for plants and fish. These liners are rated for up to 25 years, ensuring years of enjoyment and, of course, are fully fitted before shipping so you can immediately enjoy your new garden addition.

Please note that some product photos may be customer-submitted images showcasing their beautiful displays. These images may include colours, plants, fountains, and fish that are not included with the product.

As a natural product, timber may exhibit variations in colour, grain, and appearance. The wood used may vary slightly in shade from the images shown in the listings, depending on availability. However, we always maintain the same high quality standards and take great care in every aspect of production, including the selection of timber.

As natural timber products, we highly recommend periodic, all-over treatment with a quality preserver to keep your product looking great for years. While our ponds and planters are suitable for any garden, we recommend placing them on solid, flat, level surfaces. If placed on grass or soil, the entire base should be raised and supported on level flagstones or similar materials to prevent sinking, warping, and damage to the product.

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.

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).

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.

Liner care

Avoid puncturing the non-toxic pond liner with sharp objects. If a leak occurs, patch it promptly using a suitable repair kit.

Wood treatment

Although Dad's Crafts products come pre-treated, 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.

Winter care

While the thick timbers of our products do provide some thermal insulation from cold, during heavier frosts it can be necessary to take precautions to prevent damage from freezing temperatures. This may include protecting the product with a suitable insulating cover or adding a pond heater, protecting the habitat for your wildlife.

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 provide 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.