Delivery & Returns

Placing Orders

Ordering is easy on our website, or if you prefer, call our friendly customer service team on FREEPHONE 0800 731 2820. Our team is here to help Monday to Thursday, 9am to 5pm, and Friday, 9am to 4pm.

Delivery Charges

Orders over £35 qualify for FREE next working day delivery to most UK postcodes*. For orders under £35, we offer a heavily subsidised delivery rate of £3.99 per order, no matter how big or small your order.

Delivery of Orders

Orders placed by 1pm Monday to Thursday, or by 11am on Fridays, are packed and dispatched the same day using DHL’s 24-hour service. This means delivery is expected the next working day to most UK and British Isles addresses*. Orders placed after these times will be dispatched on the next working day.

Example:
- Order placed Monday before 1pm → Delivered Tuesday by 6pm
- Order placed Monday after 1pm → Delivered Wednesday by 6pm

All orders are delivered via DHL with no signature required. You’ll receive tracking updates by email or SMS. You can also leave special delivery instructions or set your preferred delivery options.

DHL delivers Monday to Friday between 8am and 6pm, excluding public holidays.

*Please note: Delivery to some postcodes may take longer due to carrier network limits. Affected areas include:

- Up to 48 hours: AB21–56, BT, FK17–21, G63, GY1–10, IM, IV1–63, JE1–5, KW0–14, PA20–78, PH15–50, TR8, 10, 12, 13, 19, 26 & 93
- Up to 72 hours: HS1–9, KA27–28, KW15–17, PA80–88, ZE1–3

Orders under 1kg may be sent via Royal Mail 1st Class at our discretion. Please allow up to 3 working days for delivery of these items.

Deliveries to a Different Address

We’re happy to deliver your order to an address different from your billing address, or to send a gift directly to someone special. For your convenience, invoices are always sent to your billing address, and gifts are delivered without any invoice paperwork inside the parcel.

Ordering from Outside the UK

Unfortunately, we’re unable to deliver outside the United Kingdom from this website. However, we have other sites dedicated to serving several European countries:

www.vivara.com for mainland Europe
www.vivara.ie for the Republic of Ireland

If you’d like delivery to other countries, please call +44 (0)1743 709555 or email commercial@birdfood.co.uk. Our customer service team is available Monday to Thursday, 9am to 5pm, and Friday, 9am to 4pm (UK time).

We’ll check if we can ship your items and confirm any shipping costs. If you’re happy to proceed, we’ll arrange your order and take payment.

Sustainability

We’re passionate about protecting wildlife, and equally committed to caring for the wider environment. Find out more about our efforts in our environment policy.

Your Right to Cancel

We hope you’re happy with your order and that your garden wildlife are enjoying their new additions. However, if you change your mind, you can cancel your order within 60 days without giving a reason. This is longer than the 14 days required under the Consumer Contracts Regulations and reflects our commitment to excellent service.

Your 60-day cancellation period starts from the day you (or someone you nominate) receives the last item in your order.

To cancel your order, please let us know clearly in writing, either by post or email, at:

CJ WildBird Foods Ltd
The Rea, Upton Magna
Shrewsbury, Shropshire, SY4 4UR
Tel: 0800 731 2820
Email: sales@birdfood.co.uk

As long as you send your cancellation request before the 60 days have passed, your cancellation will be valid.

Effects of Cancellation

If you cancel, we’ll refund all payments we’ve received from you, including the cost of delivery. We may reduce your refund if goods have lost value due to handling beyond what’s necessary to check their nature, characteristics or function.

We’ll process your refund as soon as possible, and no later than:

- 14 days after we receive the returned goods, or
- 14 days after you provide evidence that you’ve sent the goods back, whichever comes first, or
- 14 days after you tell us you wish to cancel, if goods have not yet been dispatched.

Refunds will be made using the same payment method you used for the original purchase, unless we agree otherwise. We won’t charge any fees for the refund.

We may wait to process your refund until we’ve received the goods back or until you provide evidence that you’ve returned them, whichever is sooner.

You’re responsible for the cost of returning goods. If we arrange collection, a charge of £4.50 applies.

Faulty, Damaged or Incorrect Goods

Your right to cancel does not affect your legal rights if goods arrive faulty, damaged or not as described. If this happens, please contact us and we’ll arrange a replacement, repair or refund at no cost to you.

For help or advice, please call our Freephone number: 0800 731 2820.