Delivery and returns
Royal Mail industrial action - October
2009
If you're worried about placing an order with us during the
Royal Mail industrial action, you'll be pleased to know that we've
taken steps to make sure our deliveries won't be
affected.
We're moving ALL of our deliveries
to a parcel carrier network during the industrial action. This will
ensure that none of your precious parcels get caught up in the
system when the strikes start. We're also continuing this service
beyond the end of the strikes, to make sure your order doesn't get
caught up in the inevitable backlog once the industrial action is
over. We'll continue to monitor the situation and will extend our
parcel carrier delliveries arrangement as necessary.
So order in confidence, knowing we're doing all we can to make sure you continue to get the great service we're so proud of.
Improved delivery service - April
2009
We've changed to a new improved delivery service that's
faster than ever before. Orders received by 3 pm Monday to Friday
will now be despatched the same day.
We care about the environment and your order. All the packaging
inside your parcel is biodegradable and whenever possible, parcels
are now sent out in boxes that have been used before. These
'second-life' boxes are still sturdy and as good as new, so why
throw them away when they can be used again?
We've worked hard to find a better
partner, and we really hope that you'll notice the
difference.
If you have any questions or queries regarding your order, please
email our customer care team at shopping@rspb.org.uk, or call us on 0845 1 200 501.
Where
and when do you deliver?
We deliver primarily to UK, British Forces Post Office and Channel
Island addresses (but not to PO boxes).
We also deliver to European countries such as: Austria, Belgium,
Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,
France, Germany, Gibraltar, Greece, Hungary, Ireland, Italy,
Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland,
Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
We are unable to take online orders for delivery to the rest of the
world. If you would like your order delivered to a country not
listed above, please call us to obtain a price for delivering your
order.
Most orders are delivered by courier between 9 am and 5 pm, Monday
to Friday (excluding bank holidays) and require a signature on
delivery.
How
much does it cost?
Standard post and packaging (P&P) is £3.95, and applies to UK,
BFPO and Channel Island addresses.
If you order only Good Natured Gifts and/or RSPB membership,
P&P is free.
Standard P&P to EU countries is £15, but may be higher for
heavier items. We will contact you if P&P for the items you
order will be more than £15.
How
long will it take?
Delivery to mainland UK is normally within three to five working
days of receipt of your order.
Delivery to Northern Ireland and UK offshore islands may take three
to eight working days.
Direct despatch (DD) items may take three to eight working days and
will be delivered in a separate parcel, sent directly from our
suppliers.
Non-UK delivery times are governed by the overseas carriers, and
unfortunately we cannot specify the length of time it will take to
deliver.
Please note that weekends and Bank Holidays are not classed as
working days. If an item is temporarily out of stock, we will
notify you of the delay and dispatch it as soon as it
arrives.
What
happens if my order comes over two deliveries, am I expected to pay
twice?
No, you only pay one lot of postage per order, regardless of how
many parcels we send out to you. If you pay by credit or debit
card, we will not take any money until the item has been
despatched.
What
if I'm not in when you deliver?
Most orders will be delivered by courier between 9 am and 5 pm. If
you are unlikely to be in to sign for the parcel, please specify a
safe, dry place where we can leave it using the space provided on
the checkout page (maximum 30 characters). If no safe dry place is
available, a card will be left with you and you will be able to
arrange a re-delivery.
What
is your returns policy?
The RSPB offers a no-quibble return policy. Should you be less than
delighted with any item you buy from us for any reason, let us know
within 90 days of delivery, and we will be pleased to offer you a
replacement or a full refund.
What
if I want to return an item or entire order?
So long as you let us know
within 90 days of delivery, you may return the whole order or an
individual product in its original packaging and condition for a
full refund.
To return a product, please contact our customer care team, on 0845
1 200 501, who will arrange the return.
Where a refund is claimed, we will process the refund as quickly as
possible, but please allow up to 21 days for the credit to reach
your account.
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