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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.