Refund and Returns Policy 🦆

Ay Up Duck Clothing

Last updated: 9 October 2026

At Ay Up Duck Clothing, we're passionate about creating quality clothing that looks great, feels great and makes you proud to wear it.

We hope you love your new clobber as much as we love creating it. However, we understand that sometimes things don't quite work out.

Whether you've ordered the wrong size, changed your mind or received something that isn't quite right, we're here to help.

Please read our returns policy before placing an order.

1. Returns & Your Right to Cancel

If you've purchased an item from our website, www.ayupduck.uk, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, you must notify us within that 14-day period.

Once you've informed us that you wish to cancel, you have a further 14 days to return your item.

We ask that returned clothing is in its original condition, unworn other than for trying on, unwashed and with any original tags attached where possible.

You are welcome to try on clothing to check the fit, just as you would in a shop.

If an item has been worn, washed, damaged or handled beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from your refund to reflect any reduction in its value, as permitted by law.

2. Return Postage Costs

All return postage costs for unwanted items, changes of mind or incorrect sizes ordered are the responsibility of the customer.

Ay Up Duck Clothing does not provide free returns for these circumstances.

Customers are responsible for arranging and paying for the return of their items using a suitable postal or courier service.

We strongly recommend using a tracked postage service and retaining proof of postage until your refund has been processed.

We cannot take responsibility for customer-arranged return parcels that are lost or damaged in transit.

Exception: Where an item is faulty, damaged, not as described or incorrectly supplied by us, we will cover reasonable return postage costs where required by law.

3. How to Return an Item

If you would like to return an item, please follow these steps:

Contact us through the Contact Us page at www.ayupduck.uk or by emailing quack@ayupduck.uk, providing your order number, name and reason for returning the item.
Our team will provide you with the appropriate return instructions and return address.
Securely package your item, ideally using its original packaging.
Arrange and pay for return postage, unless the item is faulty or we have made an error with your order.
Keep your proof of postage until your return has been processed.

You do not need our approval to exercise your statutory right to cancel, provided you notify us within the applicable cancellation period.

Please do not send returns without clearly identifying your order, as this may delay processing.

4. Refunds

Once we receive your returned item, or earlier evidence that it has been sent back, we will process any refund due without undue delay and within 14 days, in accordance with applicable consumer law.

Refunds will be issued to the original payment method unless we agree otherwise.

For valid cancellations of an entire order within the statutory cancellation period, we will refund the purchase price and the original standard delivery charge, where applicable.

If you selected a more expensive delivery service, such as express delivery, we are only required to refund the cost of our least expensive standard delivery option.

Return postage paid by the customer is not refundable for change-of-mind returns.

Depending on your payment provider, it may take additional time for the refund to appear in your account.

5. Exchanges & Incorrect Sizes

Ordered the wrong size, duck? Don't get your feathers in a flap!

We understand that finding the perfect fit isn't always easy.

If you would like a different size or colour, please contact us within 14 days of receiving your order.

Subject to availability, we may be able to arrange an exchange.

For exchanges requested because of a change of mind or an incorrect size selected by the customer:

The customer is responsible for return postage.
The customer may also be required to pay postage for the replacement item.
Exchanges are subject to stock availability.

Alternatively, you can return your original item for a refund under your statutory cancellation rights and place a new order.

These arrangements do not affect your legal rights where goods are faulty, incorrectly supplied or not as described.

6. Faulty, Damaged or Incorrect Items

We take pride in the quality of our clothing and printing. Every order should arrive in the condition you would expect from Ay Up Duck Clothing.

However, if something goes wrong, we want to put it right.

If you receive an item that is:

Faulty or damaged
Incorrectly printed
Different from the item ordered
Not as described
Otherwise not of satisfactory quality

Please contact us as soon as possible, providing your order number, a description of the issue and photographs where helpful.

Depending on your statutory rights and the circumstances, we will arrange an appropriate refund, repair or replacement.

Customers will not be required to bear reasonable return postage costs for goods confirmed to be faulty or incorrectly supplied where the law requires us to cover those costs.

Under the Consumer Rights Act 2015, customers generally have a 30-day right to reject faulty goods for a refund, with additional rights applying beyond that period.

Nothing in this policy limits those rights.

7. Personalised & Custom-Made Products

Certain items made to a customer's individual specifications or clearly personalised may be exempt from the standard 14-day cancellation right.

Examples include garments or items featuring a customer's own name, personalised wording or a bespoke design created specifically for them.

Important: Our standard Ay Up Duck designs, including garments printed or produced to order from our regular collections, are not automatically exempt from cancellation rights simply because they are printed after purchase.

Any applicable exemption will be clearly explained before an order is placed.

Personalised products remain covered by your statutory rights if they are faulty, damaged or not as described.

8. Pre-Orders

From time to time, Ay Up Duck Clothing may offer products for pre-order before they are available for dispatch.

Estimated dispatch dates will be displayed on the relevant product page or communicated during the ordering process.

Customers can exercise applicable cancellation rights on eligible pre-orders in accordance with UK consumer law.

Once an eligible pre-order has been delivered, the usual 14-day cancellation period applies.

Where a pre-order is delayed, we will aim to keep customers informed and comply with their statutory rights concerning delivery and cancellation.

9. Sale & Discounted Items

Items purchased during promotions, sales or using discount codes are subject to the same statutory cancellation rights as full-price items.

Where a refund is due, it will normally reflect the amount actually paid for the returned item, together with any delivery refund required by law.

Sale items are also covered by statutory consumer rights where they are faulty or not as described.

10. Items Showing Signs of Wear

We understand that customers need to inspect and try on their clothing - how else would you know if the duck fits?

However, items returned following a change of mind should not have been worn beyond what is reasonably necessary to check their fit and appearance.

Where an item has been used, washed, stained, damaged or otherwise handled excessively, we may reduce the refund by an amount reflecting the loss in value, where permitted by law. We would not take this decision lightly, we want you to love our products and love our customer service.

This does not affect your rights to a remedy for faulty or misdescribed goods.

11. Contact Us

Got a question about a return? Need help with an order?

Give us a quack! 🦆

Our team will be happy to help.

Return address: Provided when you contact us about your return.

Our aim is to resolve any issues fairly, promptly and with the friendly service you'd expect from a small independent Derbyshire clothing brand.

12. Your Statutory Rights

This Returns & Refunds Policy is provided in accordance with applicable UK consumer protection legislation, including:

Consumer Rights Act 2015
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Nothing in this policy excludes, restricts or overrides your statutory consumer rights.

Ay Up Duck Clothing 🦆

Proper clobber. Because being naked gets complaints.