The Birds’ Bistro – Terms & Conditions & FAQs

If you have any questions, not answered below, please contact us.

Ordering

Do your prices include VAT?

Yes, all of our prices include VAT where applicable.

Can I order by phone?

Yes, we can take orders over the phone, between 10am and 5pm Monday to Saturday and between 12noon and 4pm on Sundays. Our number is 017684 83100.

I’m having trouble placing my order online, what should I do?

Before you get too frustrated, phone us and we will help you place your order and investigate any website ordering problems. Often the only way we know there is a problem, is if our customers tell us – so we appreciate you letting us know.

What happens if any of my items are not in stock?

If your item is not in stock, we will back order it for you. You will always be emailed with the option to cancel or amend your order if you would rather not wait.

Are there any items that cannot be ordered for delivery by courier?

Due to courier restrictions – i.e. size, perishability and/or fragility of item, the following items cannot be ordered for national courier delivery:
Live Mealworms (dried are available)
Tubs of fatballs – 25 and 50 (available in bags and boxes)
Tubs of Suet Pellets – 3kg (available in bags)
Tubs of Dried Mealworms – 500g (available in bags)
Coop Care and Poultry Care
Assembled Bird Tables (available in boxes to assemble at home)

If you specifically want any of the above items – please contact us to see if there is any way we can accommodate your requirements,

Is there a minimum order requirement?

There is no minimum order requirement for National Deliveries, but the charge of £7.50 applies to any order size (£12.50 for the Highlands) – so larger orders are better value.

Payments

Do you accept cheques?

Yes, we do accept cheques – however we will only dispatch orders on clearance of the cheque – so this method of payment will delay your order getting to you. If you want to pay by cheque, please order by phone.

I have one of your Gift Vouchers – how do I redeem this for online orders?

Your Gift Voucher should have a unique code which you can input during the checkout process. If you have problems redeeming your voucher, please call us and we will help you.

How do I pay online?

You can make a payment through the website either by credit/debit card or through PayPal.

I don’t have a PayPal account, how can I pay?

Paypal is our online payment processing method – but you don’t need to have a PayPal account yourself. PayPal will allow you to pay by credit or debit card without creating a PayPal account.

However, PayPal will ask for basic details, name address etc, in order to process a card payment. It will also offer you the option of signing up with PayPal, using the details you have provided to speed up any future transactions using their service – this is Optional.

Do you store credit card details on your website?

We do not store any credit card details or other sensitive information at The Birds’ Bistro Limited. All transactions are processed by PayPal, who use highest level of encryption to ensure that your credit card details are kept secure at all times.

Delivery

How much does delivery cost?

Mainland England, Wales and Scotland (exc Highlands) –

Delivery is £7.50 (inc vat) for whatever size of order

Highlands –

Delivery is £12.50 (inc vat) for whatever size of order.

Please choose correct National Delivery option on checkout.

 Where do you deliver to?

Delivery is to a single address within mainland England, Wales & Scotland. We do not deliver to Scottish Islands, Channel Islands, Isle of Man, Isle of Wight, Northern Ireland or the Republic of Ireland.

How quickly will you send my order?

Subject to availability, we aim to dispatch all orders received by 2pm on the next working day. Note orders received Friday-Sunday will be dispatched on Monday.

We use a 48hr courier delivery service. The couriers deliver Monday-Friday approximately 8.00am – 5.00pm excluding Public Holidays. Please allow extra time for delivery after public holidays.

Note: some postcode areas, e.g. Highlands may take additional time to deliver.

What are the postcode exceptions?

Our couriers charge a £5.00 surcharge for delivery to the following postcodes and may take additional time to deliver:

Additional 1-day

AB37-38 AB41-56 IV1-20 IV25 IV30-37 IV63
PH15-26 PA21-35 PA37-39 FK19-21 PH33

Additional 2-days

IV21-24 IV26-28 IV40 IV52-54 PA40 PH30-32 PH34-41
KW1-3 KW5-14 PA36

What if I am out when my order is delivered?

When you place your order, you can specify your delivery instructions for the couriers if you know that you will not be in to take delivery. This can be a safe place or with a neighbour.

If you request this option then you are responsible for the package after it has been delivered. The Birds’ Bistro cannot be held responsible for any loss as a result.

If you do not provide specific alternative delivery instructions, and you are not in to sign for the delivery or if the driver thinks the safe delivery place is inappropriate, they will leave a card and return the goods to their depot. You can then contact them to arrange collection or re-delivery. If you do not contact them within 3 working days, they will contact us to arrange return of the goods to us.

When you, or somebody on your behalf, signs for your delivery, this means that you are accepting the goods have been delivered in good condition. It is therefore recommended that you check the number of parcels you are signing for, and if there is any doubt, please amend the number of parcels received alongside your signature. The Birds’ Bistro will not be held responsible for any goods signed for but not received.

We recommend that you open the outer packaging to check the contents on receipt. In the unlikely event of the packaging being damaged in any way, please do not accept delivery of the specific parcel. It’s not necessary to refuse the whole delivery.

If the delivery is signed for but not checked, or it is left without a signature and then the contents are found to be damaged, please notify us within 24 hours of delivery and provide photos of the inner and outer package BEFORE we can consider any replacements / refunds.

Returns, Refunds and Missing Items

What if any items are missing from my delivery?

Any missing items must be reported within 24hours of delivery.

Note: Proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

What do I do if any of items are damaged or faulty?

Please notify us immediately by phone or email if you find any of the items damaged or faulty upon receipt. Please provide a photo of the damage/fault and all of the packaging.

Note: Damaged items must be notified within 24hours of delivery.

For faulty goods we will require the item(s) to be returned to us via your own means, at your cost, once returned, if the goods are deemed as faulty we can credit you for the return postage paid and credit/replace the faulty item.

I’ve changed my mind and don’t want the item(s), can I cancel my order?

If for any reason you are unhappy with your purchase please call us, on 018684 83100, as soon as possible to arrange return.

You will need to confirm your cancellation request in writing (this can be done by email).

If you decide you no longer require the goods within 14 days of the date of receipt of the goods (‘cooling off period’), we offer a full refund of original invoice including original carriage.

You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or misdescribed
It is your responsibility to return all goods in the same condition as they were upon delivery. We reserve the right to deduct from the refund any charges necessary for the repair or cleaning of any goods returned not saleable as new.

Note: we will only accept unopened bags of food.

How do I return items?

Please securely package the goods, unused in the original packing and send it to the address below, enclosing a note giving your contact details and the reason for the return (for your protection we recommend that you use a recorded-delivery service).

What is the Return Address?

The Birds’ Bistro
The Old Forge
Penruddock
Penrith
Cumbria CA11 0RD

Privacy Policy

The Birds’ Bistro do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Any data collected by this site is used to:
a. Take and fulfil customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third-parties for goods delivery purposes.

 

Photographic content on this website is the copyright of The Birds’ Bistro