Frequently Asked Questions
We’ve all been there. No matter where you look (or how hard you try), sometimes you just can’t find the information you need. But don’t worry, help is here! Specifically, you’ll find answers to some of the most common customer questions right here.
If your question isn’t listed, please get in touch using our online form, or give us a call at 011 44 1803 866846.
"Who do you send the parcels with?"
For all USA orders, we now use Royal Mail Delivery Duty Paid. That means there are no extra charges or import duties after you place your order - we’ve taken care of that for you!
"Why does my character look different from the picture shown on the website?"
All DCUK original characters are handmade and crafted in unique poses, unless you selected a specific pose from the Natural Collection.
"How can I get the same pose that's in the photo?"
When placing your order, there’s a comment box at checkout. Type your request there, and we’ll do our best to make it happen for you.
"Can I change my character's name?"
Of course! All characters come with random names by default, but you can choose to pay for a personalized name tag. Many of our retail partners also offer this service.
"Is there a way to see my previous orders?"
Absolutely! You can log in to your account to view any orders linked to your email address. You can also contact us directly, and we’ll happily remind you about any previous order history.
"How long does it take for my order to be sent?"
We usually ship all orders within 2–3 business days (no orders are shipped on Saturdays, Sundays, or holidays). Please allow up to 2 weeks from the dispatch date for delivery to the USA. For more information, please check out our deliveries page.
"Can the characters go outside?"
Our characters are mostly made from bamboo root and aren’t designed to withstand outdoor weather. We recommend keeping your ducks and their friends cozy and safe indoors.
"How many cups of tea are drunk in the UK every day?"
We Brits drink over 100 million cups of tea a day! Our colleague, Louise, probably contributes a big chunk of that. Tea is a cultural staple, and if you ever find yourself in a jam, remember - a cup of tea can fix almost anything!
"When will sold out items be back in stock?"
All our characters are individually handmade in Indonesia. With global shipping and transportation challenges, it can be tricky to predict exactly when extra stock will arrive. But we can give you our best estimate if you want to know. You can also sign up to be notified as soon as a character is back in stock. Our email newsletter subscribers usually hear about new arrivals before anyone else. If you haven’t already, consider joining to make sure you don’t miss out! You can add your email here.
"How many feathers does a duck have?"
On average, ducks have about 10,000 feathers. They use them to stay warm and waterproof. Imagine carrying around 10,000 tiny umbrellas!
"Why is there a pin on the side of my character?"
The DCUK pin was added to all new characters in 2019 as a mark of distinction. It shows that your character is a DCUK original, handcrafted and unique in design and personality. Any characters you already own are just as special, so don’t worry - they’re not left out!
