SHIPPING AND RETURNS
Shipping Policy
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.
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Return & Exchange 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?
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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.