Frequently asked questions

Delivery

Where do you deliver to?


We currently deliver within the UK only. If you are outside of the UK and would like to place an order, please contact us via email at barrelandbird@hotmail.com to tell us where you are and the products you're interested in. We will then be able to confirm whether we can deliver to you and any delivery costs.




How much will delivery cost?


We offer free delivery on most items. Free delivery applies as standard to Mainland UK only. Delivery to Northern Ireland and the UK's Highlands and Islands may attract a delivery charge. Please contact us before ordering so we can check and confirm any extra costs. Bulk orders and orders of some larger items, such as dining tables for example, will have a delivery charge applied. Please check the item description or contact us at barrelandbird@hotmail.com to check delivery costs.




Which courier will you use to deliver my order?


We usually use the following services: - Royal Mail Tracked 48: small items less than 45cm long - DPD Local Next Day: small to medium sized items, less than one metre long - Parcelforce 48: larger items up to 140cm long - UPS Standard (next day): larger items over 140cm long We may select a different courier or a different service at the time of dispatching your order. Please contact us in avdance if you have any questions or concerns over receiving your order.




When will my order be delivered?


All of our products are handmade to order. Our 'processing time' is the time it takes to make, package and dispatch your order. The processing time may be different for different products, and can vary according to a number of factors, such as the volume of orders we have and the availability of materials. The processing time can also occasionally be affected by factors outside of our control. The processing time for each product will be confirmed in the item details. If you cannot see the processing time please contact us in advance to avoid any disappointment. Similarly, if your order is urgent (for a gift etc) please contact us in advance to confirm whether we will be able to fulfil your order in time.




How will my order be packaged?


Where possible we use recycled and recyclable materials to package our orders. We receive a lot of items into our workshop in a variety of cardboard boxes and we reuse as many of these as possible, so please do not be surprised to receive your order packaged in reused card. We use biodegradable bubble-wrap and try to keep the use of plastic packaging to a minimum.




Can I collect my order?


Yes, you can collect your order from our workshop in Birtley, Gateshead. If you would prefer to collect you can enter code 'COLLECT10' at checkout to receive 10% discount on your order. We will notify you when your order is ready and confirm arrangements for collecting.





Returns

How can I return my order?


If you are not entirely happy with your order please contact us immediately to allow us the opportunity to resolve the issue. If you would like to return an item to us we will offer a refund or replacement as long as you contact us within 14 days of delivery and we receive the item back to us, in the original condition, within 30 days of delivery. Unless your item is damaged, you will be liable for return postage costs and if ordering a replacement item you will be liable for redelivery costs. We will not offer refunds or exchanges on non-standard products that have been made to custom requirements. The return address is: Barrel & Bird Unit 67 Birtley Business Centre Station Lane Birtley DH3 1QT