FREQUENTLY ASKED QUESTIONS

Frequently asked questions

I’m in the UK – what are my delivery options?


Standard Economy Delivery

£4.00

We ship all our Standard Service orders via Royal Mail 1st Class post. Your order should arrive within 3-5 working days but we do ask you to wait 7 working days before contacting Customer Service for assistance.

Express Next Day Delivery

£5.95

Shipped via DPD couriers the cut off time for Next Day delivery is 14:00 Monday to Friday, so if you place an order for next day delivery at 14:01 on a Monday, it will ship on a Tuesday and arrive on a Wednesday. Please note orders for next day delivery on a Saturday, Sunday or Bank Holiday will be shipped on the next available working day.

Priority Saturday Delivery

£9.95

Shipped via DPD couriers the cut off time for Saturday delivery is 14:00 Friday. When placing an order on a Friday, select Saturday delivery from the drop down and proceed to the checkout. If Standard Next Day is selected it will be delivered on the next working day.




I'm not in the UK - what countries do you ship to?


Belgium, Germany, Luxembourg, Netherlands, Switzerland

1-2 weeks

£8.95

Denmark, France, Ireland, Italy

1-2 weeks

£9.95

Austria, Croatia, Czech Republic, Estonia, Finland, Hungary, Lithuania, Norway, Poland, San Marino, Slovenia, Spain, Sweden

1-2 weeks

£13.95

Azerbaijan, Bosnia & Herzegovina, Bulgaria, Georgia, Iceland, Kazakhstan, Liechtenstein, Moldova, Monaco, Montenegro, Portugal, Turkey

1-2 weeks

£14.95

United States, Australia, New Zealand

2-3 weeks

£15.95

Hong Kong, Japan, Singapore, Taiwan, United Arab Emirates

2-3 weeks

£20.95




I’m worried about my parcel, and it’s outside of your office hours - what can I do?


We’re in the office to help 10:00 – 18:00 GMT Monday to Friday, but if you need guidance and we’re not there – don’t panic! When your order is dispatched, you’ll receive an email that features a tracking link. Whether your delivery was sent with Royal Mail or DPD, this link will provide you with your tracking number and a pathway to the status of your parcel on the delivery service website. If you’re in another country, your Royal Mail tracking number should work on your local postal service website, just copy and paste it over. Hopefully this should help, but if you still need to speak to us, just contact us on luke@duckeast.com




I'm not sure if I'll be in or not to sign for my delivery – what happens if I'm out?


Either Royal Mail or DPD depending on your choice of delivery will leave you a ‘failed delivery’ card and also attempt a second delivery the next working day. If still unsuccessful they will take the parcel back to your nearest depot for collection within 5 days from the first delivery attempt. You’ll need to use the details on the card to arrange re-delivery or collection at your convenience. You should also receive a text or email from DPD with your allocated delivery slot (to the hour), you can then respond to the message following their instructions to request delivery on another day.




I’ve entered the wrong delivery address! - what do I do?


We all make mistakes, and sometimes if you email us here as soon as you’ve ordered, and it’s within office hours, we can catch your parcel before it’s dispatched to edit the shipping info. It doesn’t always work out, as the service is quite speedy, but if it happens and we’re in the office, imperatively we will try to get it changed for you. If we can’t catch it, we’ll email you with a list of alternative options for receiving your parcel.




I placed an order but didn't get a confirmation email – why not?


Eek, sometimes it can hop into your spam folder by mistake, check there and if not send us an email. You should receive an email when we receive your order, and another when it has been dispatched which will include tracking.




My order arrived but it's faulty / damaged – how are you going to fix it?


Whether it’s damaged or faulty we’ll get it sorted. Just get in touch with us luke@duckeast.com within 7 days of delivery. Please keep the delivery packaging it arrived in where possible until you’ve contacted us.





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