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?
UK orders arrive in 4–6 working days. US and Canada orders arrive in 6–8 working days. Orders are packed and dispatched within 1 working day (cut-off 2:00 PM GMT, Monday to Friday). Some remote areas, such as the Scottish Highlands and Islands, Alaska, Hawaii or remote Canadian territories, can take 1–3 extra working days.
How much does shipping cost?
UK: free tracked shipping on orders over £50, and £4.99 on orders under £50. US & Canada: tracked shipping based on the total weight of your order, from £5.99, shown in your local currency at checkout. Full details are in our Shipping Policy.
Do you ship outside the UK?
Yes. We ship to the United Kingdom, the United States and Canada. We don't deliver to PO boxes, BFPO or APO/FPO addresses.
Will I pay customs or import tax?
UK: no, all prices include VAT. United States: no, import duties are included in our shipping. Canada: depending on the order value, the carrier may collect GST/HST on delivery.
Can I track my order?
Yes. Once your order is dispatched you'll get an email with your tracking number and a link to follow your parcel. Please allow up to 48 hours for the first tracking scan to appear.
Can I change or cancel my order after placing it?
You can change or cancel within 2 hours of placing your order by emailing support@gardenou.com. After that, packing has started, so please use 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?
Yes. They are solid wood with a painted, hand-finished exterior, made to hang or mount outdoors on a tree, wall, fence or post. A sheltered spot out of strong wind and driving rain helps the paint last longer.
Will your bird houses attract real birds?
They can attract small garden birds when placed in the right spot: 2–4 metres off the ground, facing between north and east, and away from bird feeders. Our bat houses and owl nesting box suit walls, posts and large trees, and our butterfly houses work best in a sunny, sheltered spot near flowers.
What are they made of?
Solid wood, finished by hand with paint, and on some designs metal details such as a roof or flower. Because each piece is hand-finished, small differences in colour and texture are normal. Each product page lists the exact size and weight.
How do I clean and maintain a bird house?
Once a year, between October and January after the nesting season, take out the old nesting material and rinse the inside with hot water only. Avoid harsh chemicals and pressure washers, which can strip the paint.
Do you offer multi-buy discounts?
Yes. Buy any 2 items and save 10%, or buy 3 or more and save 15%. The discount is taken off automatically at checkout. It doesn't apply to our ready-made sets, which are already priced lower than buying the houses separately.
Still have questions?
Email us — we read every message.
Whatever you need, our support team replies within one working day.
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