Frequently Asked Questions
We've all been there. No matter where you look (or how hard), sometimes you really just can't see the information that you're looking for. But don't worry, help is here. Or more specifically, the answers to some of the most common customer queries are here. If you've got a question that isn't listed, please get in touch using our online form - or give us a call on +(44) 01803 866846.
"Why does my character look different from the picture shown on the website?"
All DCUK original characters are handmade and are crafted in random poses, unless you have picked a specific pose from the Natural Collection.
"How can I get the same pose that's in the photo?"
When placing your order with us, there is a comment box provided when you go through the checkout stage. If you type your request in the box, we will try our best to do this for you.
"Can I have a duck called Joanna?"
Of course. All characters are given random names, but you can simply choose to pay for a personalised name tag. It's worth pointing out that our retail partners also offer this service.
"Who do you send the parcels with?"
For all UK orders, we use Royal Mail. International orders are sent with DHL Express.
"Is there a way to see my previous orders?"
Absolutely. You can use the Account Login feature to see any orders linked to your email address. You can also get in touch with us directly, and we'll be happy to remind you about any previous order history.
"How long does it take for my order to be sent?"
We usually say to allow 2-3 working days for your order to be processed, just to be on the safe side. You will also receive an email from us when your order has been shipped.
"Once my order has been shipped when should it arrive?"
All UK orders are sent with Royal Mail First Class, which should take 1-2 working days. For more information about our international shipping, please check out our deliveries page.
"Can the characters go outside?"
Our characters are mostly made from bamboo root, and not designed to sustain the outdoor weather. We recommend keeping your ducks and their friends nice and cosy, in the comfort of your home.
"What's the longest word possible just by using the top row of a keyboard?"
That's an easy one. It's typewriter. Which is pretty apt when you think about it. Apparently one benefit of the QWERTY keyboard layout, was that the early typewriter salesmen could quickly locate all the letters, and type it out to impress potential customers.
"Why can’t I request writing on the character's back?"
We used to offer the chance to write messages on specific characters with painted backs. At the moment though, we're not offering this service for customers. We do have a FREE gift message service available, which can be requested during the checkout process.
"When will sold out items be back in stock?"
Our characters are all individually handmade in Indonesia. With plenty of shipping and transportation woes around the globe right now, it's tricky to predict exactly when extra stock will arrive. You can also ask to be notified as soon as any character is back in stock. Our email newsletter subscribers usually hear about our latest arrivals at least 1-2 days before anyone else. If you've not done so already, please consider joining all the other savvy customers who don't want to miss out on anything exciting in the future. You can add your email here.
"Why does my name tag look different to my last one?"
Our name tags have been redesigned in the past. This was part of a review of all our marketing and logo placements. Our old design is still very much loved, but you’ll find the new label on all our ducks from now on.
"Is there another word for thesaurus?"
Eek. sorry. You've got us stumped there. Any ideas?
"Why is there a pin on the side of my character?"
The DCUK pin was rolled out across all new characters in 2019 and is a mark of distinction. It reassures you that your character is a DCUK original, handcrafted and individual in design and personality. Any characters you already own are just as special - so don’t worry, they won’t feel left out.