Frequently asked questions
Everything you need to know.
Your most common questions answered — about ordering, delivery, returns, and our bird houses themselves. If yours isn't here, just email us.
Orders & Delivery
Getting your bird house to you.
How long will my order take to arrive?
Most UK orders arrive within 3 to 6 working days. We dispatch within 1–2 working days of your order, and standard tracked shipping then takes a further 2–4 working days. A few remote postcodes (Scottish Highlands, Isles, etc.) may take 1–2 days longer.
How much does shipping cost?
Standard tracked shipping is £4.99 for orders under £50. Orders over £50 ship free, automatically applied at checkout. Full details in our Shipping Policy.
Do you ship outside the UK?
Not at the moment. We currently only ship to addresses within the United Kingdom — England, Scotland, Wales, and Northern Ireland. We do not deliver to PO boxes or BFPO addresses.
Can I track my order?
Yes. Once your order is dispatched, you'll receive a confirmation email with your tracking number and a link to the carrier's tracking page. Please allow up to 24 hours for the first scan to appear.
Can I change or cancel my order after placing it?
You can amend or cancel within 2 hours of placing your order by emailing support@gardenou.com. After that window, we've usually started picking and packing — you'll need to follow the standard return process once it arrives.
Returns & Refunds
If something isn't right.
What is your returns policy?
You have 30 days from delivery to return your bird house, provided it's unused, unmounted, and in its original packaging. Under UK law you also have a 14-day statutory right to cancel your order for any reason. Full details in our Returns Policy.
How do I start a return?
Email support@gardenou.com with your order number and reason for return. We'll reply within one working day with a Return Authorisation and the address to send it back to. Please don't send anything before getting that confirmation.
Who pays for the return shipping?
If you've changed your mind, you cover the return shipping. If your bird house arrived damaged, faulty, or wrong, we cover everything — including a pre-paid label or carrier collection.
My bird house arrived damaged — what do I do?
Email us at support@gardenou.com within 7 days of delivery with photos of the damage and the outer packaging. We'll arrange a replacement or refund at no cost to you. Please keep the original packaging — the carrier may need to see it.
How long do refunds take?
Once we receive your return, we inspect within 2 working days and process your refund within 5 working days after that. Your bank may then take a further 3–5 working days to show the credit on your statement.
About our bird houses
The product itself.
Are your bird houses suitable for outdoor use?
Most are — including all our Painted Wood, Printed Wood, Driftwood, and Woven Moss collections. Our Decorative Indoor collection is intended for indoor display only and is clearly marked on each product page.
Will your bird houses attract real birds?
Outdoor bird houses can attract small garden birds when mounted in the right spot — sheltered from strong wind and direct rain, ideally 2–4 metres off the ground. Different entry hole sizes attract different species. We list the entry hole diameter on every product page.
What materials do you use?
Our bird houses are made from natural materials including timber, bark, driftwood, and preserved moss, depending on the design. Because each piece uses natural materials, slight variations in colour, texture, and grain are normal — that's part of how each piece looks unique.
How do I clean and maintain a bird house?
Once a year — usually in autumn after nesting season — gently brush out any old nesting material. Avoid harsh chemicals or pressure washing, especially on moss or bark designs. For indoor pieces, a soft dry brush is enough.
Where are your bird houses made?
We source our bird houses from selected workshops, hand-picking each design in person. Every piece is then inspected, packed, and dispatched from our UK base at Thames-Side Studios in London.
Still have questions?
Email us — we read every message.
Whatever you need, our support team replies within one working day.
Get in touch →