DELIVERY & RETURNS
Placing Your OrdersThe Really Wild Bird Food Company (that’s us!) is open for business and we are almost back to normal after the Covid19 crisis. Some products are not yet available, but our range of goods is increasing all the time and we hope you find what you are looking for. Orders can be placed in the usual way on our website, or by calling our customer service team (led by Sian) on 01489 896785 Monday-Friday, 8am to 4pm.
Delivery of OrdersWe aim to process and dispatch all orders on the same day if ordered before 1pm Monday to Friday. The cut off time for live foods for same day dispatch is 11am.
Next Day Delivery*We aim to dispatch all orders that are placed before 1pm Monday-Friday on the same day. Due to the huge increase in orders we now receive, occasionally there may be a slight delay dispatching orders that have been placed at the weekend, particularly if these include a Bank Holiday. This is transient and usually only a 24 hour delay. We work very hard to catch up as quickly as we can. Whilst our contract with the courier company (DPDgroup UK Limited) is for next working day delivery, please note that we cannot guarantee this service, and whilst DPD are aiming to achieve a 98% target success rate, they too have been stretched by the huge increase in online shopping.
Please note that standard deliveries cannot be made at the weekend or during Bank Holidays.
Staying SafeWe are following Government rules to ensure we keep our employees and customers safe during this time. We are following high standards of health and safety on our farm and in our barns. Delivery drivers will also be observing social distancing practices when delivering your parcels. We have a ‘no signature’ contract with our courier which means you don’t have to be at home to receive your goods. Simply let us know where you would like your items to be left (ideally safe and dry) and they will take care of that for you.
Deliveries To A Different AddressWe can arrange to deliver your goods to a separate delivery address to your billing address if requested. If you have purchased items to be sent as gifts, we will be delighted to send them directly to the recipient, and don’t forget that we will happily add a gift card with personalised message if you ask us to.
For your convenience, order confirmations are emailed directly to you at time of ordering. If you would like a VAT receipt, please let us know. For telephone orders, we will include a copy of your order confirmation/invoice with your delivery.
Delivery ChargesWe offer Free Delivery for all Bird Seed Mixes, Straights, Sunflower Hearts, Peanuts, Suet Pellets, Poultry Corn etc. ordered direct from our farm. There is no minimum qualifying order value. All accompanying purchases also have Free Delivery, and we aim to deliver your goods on the next working day.
For non- food items purchased on their own (without accompanying seeds, peanuts etc), we charge £5.95 to cover P&P. This fee will automatically be added at checkout.
For your convenience, deliveries do not need to be signed for and can be made to an address of your choice.
If you give us specific delivery instructions (e.g. leave in garage) we expect drivers to leave goods as requested. If this does not happen, please do let us know so we can follow this up with the local depots.
Some small items that will easily fit into an envelope, may be sent to you by Royal Mail. In this case, specific delivery instructions may not be adhered to but items should be put in your post box/through your letter box!
Additional Delivery ChargesWe are very sorry but for some regions on mainland Scotland and the Scottish Highlands and Islands we are required to pay hefty additional courier charges, which means that we do have to charge for delivery to those regions. We do, however, absorb much of the delivery charge ourselves, and the charges we levy are per consignment, not per item. If you live in rural locations and can accept your goods on a pallet, please do let us know.
We regret that we are unable to send goods to Northern Ireland, ROI, the Isle of Man or the Channel Islands.
Exceptional Post Code
Delivery Charge Per Consignment
Scottish Highlands: AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Separate Delivery of Live FoodsPlease note that Live Foods will be delivered by First Class Royal Mail. If your order consists of other items, those will be sent directly through our courier and the Live foods will arrive separately via Royal Mail. There is an 11am cut-off for same day dispatch for live foods and please note that to ensure your live foods arrive in the best possible condition, we will delay dispatch over bank holidays or weekends when the weather is very hot, to ensure that your live foods arrive in good condition.
Tracking and Receiving Your DeliveryOnce your goods are ready, our courier (DPDgroup UK Limited) will collect and scan the items into their possession. This will trigger an email to you to let you know your goods are in transit, and that you should expect to receive them the next working day. This email will also have a tracking number and links so you can easily track your goods in transit. If you have given us a mobile telephone number, you should also receive a text on the day of delivery. For customers living in more remote areas, delivery will take a bit longer – usually 2-5 days depending on location.
FeedbackWe have a good relationship with our courier and entrust them with the safe delivery of your goods. We expect your order to arrive undamaged and at your requested location, on the specified date of delivery. We also expect the drivers to be helpful and courteous. If you delivery experience falls short of your expectations in any way, please let us know so that we can actively manage the situation for a positive outcome. Equally, if you are pleased with the service, we would like to hear about that too!
Cancellation and ReturnsHere at Really Wild Bird Food, we have a ‘no quibble’ returns policy. Although we hope that you will be happy with your purchases, if you wish to return goods to us, we will be happy to offer you an exchange or full refund. Under the Distance Selling Regulations for purchases by phone or online, you are entitled to a full refund if your request is made in writing, within 14 working days of receipt. This includes email, so please don’t hesitate to get in touch if you would like to arrange a return. We kindly ask that all items are returned at your own cost, in the best possible condition, and are well packaged.
On receipt of the goods, we will process your refund/replacement promptly and we will refund you by the same means that you paid. You will have to bear the direct cost of returning the goods to us, unless the goods that we supplied, were faulty, broken or not fit for purpose.