Sometimes we do special postage offers to coincide with company promotions. When this happens this page will be updated with further details explaining how postage charges and delivery is affected. These details will only remain on this page for the length of the promotion. Please check back regularly for changes

Delivery times

Your order will be delivered within 28 days. Most deliveries require someone to be present to accept and sign for the delivery. This is to ensure the goods are delivered and received correctly. If you can’t be there to sign for delivery and your order qualifies, you may be able to provide special delivery instructions during the checkout process for our drivers to leave the item(s) with a neighbour or in some other safe place. Otherwise, remember you can specify a different delivery address while ordering and have your order delivered to your workplace, or a friend's address, etc. Note: If your order is made up of a combination of items, deliveries may be made separately.

UK Postage and Packing

Postage and packaging costs are calculated and shown as and when the address details are input. Costs are based on the item amount before any applicable discount or deduction (e.g Create and Craft discount) has been subtracted. The following is a breakdown of Pets & Wildlife Ltd postage and packing costs (UK only):

Orders up to £74.99, P&P £5.99
Orders over £75.00, P&P FREE

Please note: These P&P charges apply to the majority of purchases, but there may be exceptions, such as for heavier items or more expensive items where higher P&P charges apply.

Refunds & Returns

Pets & Wildlife Ltd is committed to selling quality products which we hope you will love. However, we understand that there may be a time when you need to exchange or return something you have bought. If for any reason you are not entirely satisfied with any item, it may be sent back to us for refund provided it is returned within 28 days (unless otherwise specified) from the date of receipt. See our returns table below for more information. You also have the right to cancel your order by fax, e-mail or letter within seven working days of receipt. This does not affect your statutory rights. Please follow our simple Returns Procedure as detailed below. If you require assistance you may contact our Customer Services Department. We also recommend that you keep your Order Acknowledgement, or note the order number, which can be found on your Order Acknowledgement, as you might need it as proof of purchase in the event of any after-sales queries.

Distance Selling Regulations

Under the Distance Selling Regulations, you have a right to cancel your order for any item purchased on this website for a full refund. This does not apply to items personalised or made to your specification; audio/video recordings or software that you have unsealed; items that, by reason of their nature, cannot be returned; perishable goods (e.g. food and plants), and periodicals/magazines.

To cancel, you can email us or write to us (see Contact Us for details) within seven working days of delivery of your item(s), quoting your order number.

If you have an order query, please email Customer Services or call us on 08431 68 22 68.

(For security and training purposes, telephone calls to and from customer services may be recorded or monitored).

Returns Procedure

For products over £100, ring our Customer number (08431 68 22 68 - 8.00am to 6.00pm Mon-Fri) to arrange the most suitable returns procedure.

If you wish to exchange the product (for a different size, colour, etc) please return it in its original packaging. Enclose the Returns Slip included with your goods, indicating the required size/colour/etc in the box marked 'Additional Comments'. The replacement will be sent free of charge.

If the product is damaged/faulty or the wrong item and you require a replacement, please return the product in its original packaging, and enclose the Returns Slip giving details of the damage/fault in the box marked 'Additional Comments'. The replacement will be sent free of charge.

If you want an immediate replacement, please call Customer Services on 08431 68 22 68 to process a new order. You will be charged for your new order and then refunded on receipt of your original item.

If you do not wish to retain the product and simply want a refund, return the complete product within 28 days, and we will process a refund according to your method of payment. This covers your legal right to return under the Distance Selling Regulations.

Fill in the adjacent Returns Slip, writing in the product code and quantity for each item being returned. Then alongside each product code, write the Reason Code to indicate the reason for return and the Action Code for the action you require us to take. Tear off the Returns Slip and place it in the parcel.

Pack the parcel securely and attach the peel-off Returns Address Label given overleaf to the front of the parcel. Customers are requested to return the goods in their original packaging, and to ensure the packaging is sufficiently robust to avoid transit damage.

Customers are responsible for paying return postage (unless otherwise stated). We recommend using Recorded Delivery for low value items, and Special Delivery for items above £39 in value and all jewellery.

Special Christmas Returns
Orders placed between November 14th and December 23rd 2010 can be returned up to January 31st 2011.

Returns Exceptions

Type Of Good	Return Timeframe
CDs/CD Roms/DVDs	Not returnable if pack is unsealed
Perishables (food, plants)	Not returnable
Personalised items	Not returnable

Safety and Security

Secure online shopping at bird-food.co.uk

Customers of bird-food.co.uk can rest assured that shopping online will be as safe and secure as shopping in a store. Before you enter any personal information or payment details, your browser will go into secure mode, protecting any information you input. You can check you are shopping in a secure environment by looking for a locked padlock on the screen.

This means all of your details are encrypted to help keep them secure. Encryption creates billions of code combinations to protect each transaction made on our site, so your card details cannot be viewed by anyone else using the Internet. If you are using one of the more recent browser versions, our site supports 128 bit encryption and therefore keeps your details as safe as possible at all times.

We only accept orders that are placed using Secure Socket Layer (SSL). This technology prevents you from inadvertently revealing personal information using an insecure connection. During payment, we also ask for your card billing address as an additional security check. New security checks like the card signature code have recently been introduced to protect your credit card details online.

We recommend you always close down your Internet browser when you have finished shopping online, especially if you use a shared PC. This will delete temporary Internet cookies from any sites that you may have visited.

If you have any further concerns about security, please email Customer Services or call our Customer Service team on 08431 68 22 68.

Security of your personal details

Pets & Wildlife Ltd may occasionally send you emails, but we would never send an email asking for your security information or log on details, or direct you to a web page that asks for this information.

If you receive an email that appears to be from Pets & Wildlife Ltd that you suspect is fraudulent, do not click on any links contained within the email or provide any credit card or log on details.

How does your browser protect you and your data?

Most modern web browsers, such as Internet Explorer and Netscape, support 'secure mode' and standard security protocols.

Internet Explorer can warn you if the site you are about to send payment details to is secure or insecure. To make this happen, select 'Options' on the View menu and then click the 'Security' tab. Once all of the warning boxes have been ticked, Internet Explorer will automatically alert you each time you send your private details to another site.

If you use a Netscape browser, you should select 'Security Preferences' from the Options menu and then click on the 'General' tab. Tick all of the Security Alert boxes and again, you will be warned when you are sending details to secure and insecure sites

Online security is constantly evolving so, if you are using older versions of Internet Explorer (version 4 or older versions of IE5), we recommend you update your browser to a later version of IE in order to take full advantage of the improved security features. If you'd like to update your browser, please visit the Microsoft website (bird-food.co.uk is not responsible for the content of external websites.) This will open a new window.

We recommend you download the latest Microsoft Internet Explorer http://www.microsoft.com/windows/downloads/ie/getitnow.mspx

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