Frequently Asked Questions

How long will delivery take?

We aim to dispatch orders of stocked goods within 2-3 days of the date of payment for domestic shipments and 2-5 days for international shipments. If you need your delivery sooner than this then let us know by email at hello@downwardduck.co.uk and we will do our best to get it to your as soon as we can

What happens if my order gets stuck in customs?

If your order is taking longer than normal to clear customs, rest assured that we will be tracking it every step of the way and will help you liaise with our couriers. Where possible, we will also pass direct contact information to you as it is often easier to sort out the delay locally.

Which payment methods does Downward Duck accept?

For UK customers, we accept payments by PayPal, Downward Duck gift cards and the following cards: Visa, Mastercard, Maestro and American Express. For those outside of the UK, we support 50+ methods which you will be offered on the basis of the country you are in.

When will I be charged for my order?

All orders are charged at point of sale. This means we debit your card or you send us a PayPal payment for the full amount of the order as soon as you complete your order.

Where do I apply a discount code?

You can apply your discount code on your basket page. Please remember to do this before going through the checkout process.

Can I apply a discount code to a past purchase?

No, we are unable to apply promotional codes and discounts to past purchases.

Do you offer wholesale discounts?

Yes. For further information please e-mail hello@downwardduck.co.uk.
We can also provide you with quotes valid for 30 days for specific orders.

How do I unsubscribe from your newsletter?

Simply click on the unsubscribe link in the footer of an email you receive.
Alternatively you can email us at hello@downwardduck.co.uk and we can remove you from the list manually.

I have a question that is not answered here. Will you answer it?

Of course! Please email us at hello@downwardduck.co.uk.
We are here to help and are open Monday-Friday, 9am-5pm.