Frequently Asked Questions


  • Do you charge for delivery?

    Any UK orders placed under the value of £35.00 will incur a delivery fee of £3.25.

    Any UK order over £35.00 will receive free delivery

  • How long will my order take to arrive?

    The majority of our orders are despatched via DHL on a next day delivery service.

    Small orders less than 2kg may be sent via Royal Mail, this can take 1-4 working days.

    Order received before 3pm Mon-Thu (11:30 Fri) will usually be despatched the same day for delivery next working day (excluding Bank Holidays).

    Order placed for Northern Ireland, Scottish Highlands and Island areas within the UK may take longer to arrive.

    Please note that although we will always do our upmost to fulfil the delivery schedule as above, there may be exceptional circumstances beyond our control that delay despatch or delivery of your order.

  • Which courier do you use?

    The majority of our orders are sent via DHL.

    Smaller orders under 2kg may be sent via Royal Mail.
  • Am I able to edit order details after placed?

    Once an order has been placed with us we are unable to amend it.

  • How do I track my order?

    If you have an email address on your account we will send you an email Notification of Despatch when we have processed and despatched your order.

    If your order is being sent via DHL, the email will have a tracking number on it to use on the DHL website. This tracking number will not be live immediately, you will be able to track your order the following morning.
  • Where do you deliver?

    We deliver across the UK including Northern Ireland.

    Please note that deliveries to Northern Ireland, Scottish Highlands and Island areas may take longer to arrive.

    Account Information

  • How can I reset my password?

    Please send an email to our customer service team using to ask us to reset your password and confirm the email address that your account is set up with. We will then send a reset link to your email address for you to reset your password.

  • I have ordered before but cannot see my account.

    This may be due to ordering as a guest on previous orders, orders placed as a guest are not visible on your account.

    If you are using a different email address it may create a new account and therefore not show previous histories.

    Voucher Codes

  • I haven't received my welcome discount code

    Please send an email to our customer service team using asking us to investigate this. Please confirm the first line of your address and postcode in your email to help us find your details on our system.

  • I forgot to apply discount code, can I add it after order completion?

    We are unable to amend orders once completed. If you have a discount/voucher code, we are unable to add this to your order.

  • My voucher code isn't working

    Please ensure you have entered the voucher code correctly within the "Voucher Code" box. The best way to ensure the code is correct is to copy and paste from source as voucher codes are case sensitive.

    If you are still experiencing difficulties using your voucher code please call our customer service department on 0800 731 2820 and we will be happy to assist.

  • I found an offer code on another website, why doesn't it work?

    We do not control what is advertised on third party offer websites, if you have found a discount code from one of these websites it may not be a valid code.


  • How do I clean my feeder?

    Feeders and feeding areas should be cleaned with a mild (5%) detergent solution on a regular basis, and certainly before fouling becomes obvious. The most effective option is to use approved products such as Vivara Biological Cleaner or Ark-Klens for general cleansing.

    Water containers should be emptied and replenished daily in warm weather and must be rinsed thoroughly after using any sort of detergent. Adding Citrosan to the water is a wise precaution, particularly if lots of birds are using the bird bath.

    Birds can carry a variety of infections that are potentially dangerous to humans and domestic animals (such as Campylobacter, E-coli and Salmonella), so good hygiene really is crucial. Hands should always be washed thoroughly after cleaning or refilling feeders, and equipment that is used for cleaning bird feeders and feeding areas should not be used for any other purpose.

  • How often should I change the food in my feeder?

    Any food in the garden that has been uneaten for more than ten days should be disposed of, and in mild, damp weather peanuts should really not be out for more than a week.

  • Why is my feeder clogging up?

    Seeds can sometimes cause clogging in feeders if the weather has been damp. Kibbled sunflower hearts are more likely to cause the feeder to clog than other seeds. If this is occurring in your seed feeder, please try to replace your current seed temporarily with black sunflower seeds, as the oil in these will help to remove any clogged areas.

  • Why aren't my feeders being used?

    There could be a few reasons, most obviously that it is new! Birds are more likely to take to a new feeder during the colder months – November to March in most areas – but it may well take two or three weeks before the birds are totally comfortable with a new feeder. For best results site new feeders in good cover or places where you normally see the birds and use good quality food. It is common for birds to be unsure and keep their distance for the first few weeks after introducing a new feeder or product into your garden, try to be patient but you can also try some of our suggestions below.

    Try placing the new feeder or product near your existing ones. Try placing the new feeder or product in cover, within a tree or bush as birds may be nervous to come out into the open at first. If you have purchased peanut butter, try smearing some onto a nearby tree, or the edge of a feeding table. If you have purchased peanut cakes, you can also try smearing these onto a nearby tree, or the edge of a feeding table. Predators can also scare off birds from feeder.
  • I have a nut allergy, do you have any foods that are safe for me to handle?

    Many of our food products contain nuts, because of this, despite our best efforts, we cannot guarantee that no cross contamination has occurred.

    Because of this we cannot recommend our food to be handled if you have a nut allergy.
  • Why is there a grid on the front of the Solitary Bee Nest Box?

    The grids are there for multiple reasons. They prevent the tubes falling out and also protect the tubes from birds like Woodpeckers, which would likely eat the cocoons.

  • How do I open my National Trust Birch Nest Box/Trondheim Nest Box?

    These Nest Boxes are closed with a Torx T20 screw. Screwdrivers for this are easily available to purchase from your local DIY store.

    Food Products

  • Where does your food come from?

    We source the best quality foods from across the globe to ensure our mix provides the best nutritional content for the intended animals.

  • What is the difference between Premium Whole Sunflower Hearts and National Trust Premium Sunflower Hearts?

    Premium Whole Sunflower Hearts are screened to ensure that the bag contains whole hearts. Premium Sunflower Hearts are a mix of whole hearts and heart chips and may also contain some remnants of husk. There is no difference in the energy content of either product; the whole hearts simply go through an additional screening process to remove as much of the chips and husks as possible.

  • Why are my fat products soft?

    During the warmer summer months our fat-based products will be softer than usual due to the heat exposed to them. It is important to keep them stored in a cool dry place.

  • How easy is it to keep live mealworms?

    If kept cool, provided with food (bran and just a few slices of carrot or apple) and periodically cleaned out to keep the meal in which they live fresh, it’s quite straightforward to keep mealworms for several weeks – always assuming the local Robin will let you!

  • How long can I store bird food for?

    If kept cool and dry, we would recommend storing food for up to three months, but in practice it may well last longer.

  • How often should I change the food in my feeder?

    Any food in the garden that has been uneaten for more than ten days should be disposed of, and in mild, damp weather peanuts should really not be out for more than a week.


  • When should I feed the wildlife?

    Throughout the year. The benefits of winter feeding are well known, but it’s important to feed in the warmer months as well. The provision of supplementary food can reduce competition between adults and young for natural food as the adults will quickly “top-up” at the bird feeders and use all the caterpillars that they find to feed their young. Don’t forget that peanuts should only be provided in mesh-feeders, as whole nuts might choke nestlings.

    Seed eating birds such as the finches can struggle to find enough food until the first crops of weeds have had a chance to flower and set seed in late spring and early summer. Supplementary seed provision can also help these birds by providing additional food for them to regurgitate and feed to their young.
  • Until what temperature can I feed fat products to my birds?

    Birds will feed on Peanut Cakes throughout the year, but in temperatures above 25°C there is a risk that the cakes will be too soft for the birds to land on safely without soiling their plumage.

  • When is the best time of year to provide peanut cakes?

    Once birds discover peanut cakes they will feed on them throughout the year, but the main season is in the colder months of the year, particularly November to March.

    Peanut cakes have an integral hanging stalk, but to specifically help Wrens and other small birds such as Long-tailed Tit, Goldcrest and Treecreeper, try rubbing a cake onto a rough surface close to cover. A "stripe" of peanut cake on some bark, a fence post, or the side of a shed can work well if the birds don't feel too exposed. Crumbling or finely chopping the cakes and placing them on bird tables or on the ground close to cover will make it easier for Dunnocks, Blackbirds and Wrens to benefit from them.

  • When is the best time to provide mealworms?

    Mealworm use soars during the breeding season (March to August), particularly during dry spells when parent birds struggle to find earthworms and leatherjackets. Several species, most famously the Robin, adore mealworms throughout the year.

  • How do I feed mealworms to birds?

    Use a container with steep, smooth sides so that the mealworms can’t escape. While the birds are getting used to this new food source it helps to put the worms out at the same time of day, and to warm them to room temperature so that the birds will see them wriggling. Once birds realise how tasty they are it’s often possible to scatter them on a bird table, patio or lawn as the birds will devour them in minutes.

  • How do I offer water during the winter months?

    During freezing conditions water can be very important for birds feeding on a diet of dry seeds, and they will also need to bathe regularly to maximise the insulation provided by their feathers. Empty bird baths after sunset to avoid them freezing solid. In the morning wait until the sun has risen and fill up the bath with hand hot water (around 40°C) to safely delay freezing for as long as possible. Be prepared to repeat this process during the day if possible, and don’t forget to empty the bird bath again after sunset. Also, never add anything to the water to prevent freezing such as salt or chemicals. These are toxic to birds even at low concentrations.

    Pest Prevention

  • How do exclude starlings and larger birds from my feeder?

    Our Feeder Guardian Cages will exclude the majority of Starlings and larger birds.

  • How do I keep rats away from feeding areas?

    It’s almost impossible to completely exclude rats but minimising the amount of food on the ground should discourage rats from setting up home. Using bird feeders and tables rather than ground feeding is a positive step, but if you live in an environment where rats are more likely to be present, such as a waterside or inner-city property, hanging your feeders above an area of hard floor that can be swept clean regularly is a sensible precaution.

  • Are your feeders squirrel proof?

    Our metal seed feeders are resistant to squirrel damage. The Feeder Guardian Cages will exclude all but the smallest, most determined squirrels.

  • Are your feeders Parakeet proof?

    Our metal seed feeders are resistant to parakeet damage. Our Adventurer Guardian range was developed specifically to deter parakeets and should keep out all but the most determined of these birds.

    Nest / Feeder Locations

  • Where should I site my Nest Box?

    For all nest boxes a good general rule is to shelter from prevailing wind and bright sunlight – normally facing north, through east to south-east. If mounting on a tree avoid the side that water rushes down in heavy rainfall. Bear in mind that when the young birds leave the nest, they are making their first ever flight, and they don’t always get it right first time! Some sort of vegetation that they can perch on and hide amongst can be a big help in the first hours out of the nest.

    Open nest boxes need to be well hidden if the birds are going to feel safe enough to use them. Screening the box with thorny vegetation but still providing a view of the surroundings for the sitting bird is the goal for most species.
  • Where should I site my hanging feeder?

    As close to cover as possible. Most common garden birds are specialists of woodland or the woodland edge, so they do not like straying too far from cover. If the birds feel that they can quickly escape into surrounding vegetation in the event of a predator appearing they are much more likely to use the feeder.

    Greenfinches and Goldfinches will often feed in the open so if you have these species in the area but lack suitable cover you may still be able to attract them. If cats are a problem the ideal location will avoid low-lying cover below the feeder where ground feeding birds may well forage on spilt seed, as this reduces the chances of an ambush.
  • Where should I site my bird table?

    The ideal position is close to high cover such as trees or mature shrubs, but at least 2 metres from low cover that may conceal a cat or other ground predator.

  • Where should I site my ground feeding table?

    At least 2 metres from low cover that may conceal a cat or other ground predator.

  • Where should I site my bat box?

    The ideal location is fairly high with a clear flight path in and at least some direct sunlight during the day.

  • Where should I site my Mason Bee Tubes?

    Choose a spot that enjoys full sun, preferably next to an obvious landscape feature such as a fence or wall, with the tubes facing south or south-east and angled downwards slightly to aid drainage. A minimum height of a metre above ground level is helpful, as is having a good supply of bee friendly plants. Mason bees are excellent pollinators of soft fruits such as apples and cherries and can improve fruiting rates.

  • When should I put my mason bee cocoon out?

    Mid-March is a good rule of thumb. Suitable conditions for the bees to emerge are likely to arrive earlier in the south and at low elevation, and later in the north or at higher elevations.

  • Where should I site my Hedgehog house?

    Locate your Hedgehog House in a quiet part of the garden with some weather protection – against a wall or under an outbuilding or decking is best. You can add dry leaves (not hay or straw) to make it more inviting.

  • Where should I site my insect house?

    Insect Houses work best in a sheltered position, ideally with an easterly aspect, but the most important concern is to avoid facing south or west and exposing the insects to driving rain. Height is unimportant so long as the House is sited at least 50cm above ground to avoid problems with rain splashing mud into the House.

  • Where should I site a frog and toad house?

    In a quiet part of the garden that has some weather protection is best. Placing the house near a pond or an area of unmown grass is ideal, but amphibians will travel in search of hibernation sites.

  • Where should I site my Treecreeper Nest Box?

    Ideally you should site a Treecreeper Nest Box on a tree trunk with coarse bark (such as an Alder, Apple, Oak Pine, Poplar or Pear tree) between 6 to 10 feet above the ground. It is best to site the box with the entrance hole facing the North or East to avoid wind, rain and bright sunlight disrupting the nesting birds.

  • Where should I site a Swift nest box?

    The box needs to be at least 5 metres high with a clear flight path in and protection from direct sunlight and prevailing wind and rain. Sheltered by the eaves of a house is probably the most straightforward position.

  • Where should I site a bird bath?

    Birds are very vulnerable when bathing, so avoid siting the bath close to low cover where a cat could be lurking. However it is always a good idea to have some high cover such as tall shrubs or tree limbs nearby, so that there is a refuge in the event of a Sparrowhawk attack.


  • Is your packaging recyclable?

    Our sacks are made from a material called BOPP (Bio-orientated Poly Propylene), which can be put in your curb-side plastic recycling box/bin. If you are unsure whether your curb-side pickup accepts BOPP in the plastic recycling box/bin, contact your council to check with them. Alternatively, these can be recycled at your local recycling centre. We also encourage our customers to re-use the sacks to collect garden waste, as our sacks are heavy duty.

    Due to the nature of bird seed releasing moisture/oils, it is not viable to use paper sacks without a lining, however paper sacks with lining are not recyclable. Our BOPP sacks are not lined like paper sacks, which actually makes our BOPP sacks more recyclable. The outer plastic on our peanut cakes is recyclable, but the black branch inside the tube is not yet recyclable, due to most recycling plants not liking black plastic. Some councils do take black plastic, please call your local council to check this with them and confirm that the black plastic is made from polypropene.

If you have further questions, please contact us and our team will be happy to help you.

If you have found an abandoned or injured animal, please contact your local wildlife hospital.