Frequently asked questions
Got a question about the RSPB online shop?
We've tried to put together all the most frequently asked questions here for you.
If you don't find an answer to your question here, try our contact us form.
Got a question about our loyalty scheme?
You'll find loads of useful information on our Loyalty scheme information pages.
Got a question about RSPB Gift cards?
You'll find loads of useful information on our RSPB Gift card information page.
How do I contact your customer care team?
Our UK-based customer care team are available 8am - 8pm, 7 days a week.
Give them a call if you want to place your order by phone, or if you need advice about our products or delivery service. The phone number is 0345 034 7733.
RSPB Sales Ltd
PO Box 9637
Where are RSPB shops located?
To find information on our shop locations, please visit our RSPB shops page.
How much does delivery cost?
That depends on the delivery address and the delivery options available for your order. Standard UK mainland delivery is £3.95 - free for orders over £75. Visit the delivery & returns page for full details of our delivery charges.
Why don't you deliver to more countries overseas?
Delivering goods to overseas countries is very expensive, and there are many international laws regarding delivering goods, especially seed products, outside of the UK. Because of this, we only deliver to certain EU countries. If you would like us to deliver products abroad, please call the customer service team for more details.
Can I have parts of my order delivered to different addresses?
No. If you would like items sent to different addresses, please place a separate order for each delivery address.
Why isn't my offer code working?
- If you have an offer or promotion code, please ensure you have met the conditions of the offer before entering the code. Only one offer code can be used per order.
- Where a minimum spend amount is required to qualify for an offer, this does not include the delivery cost.
- Offer products will not be automatically added to the basket, you will need to add the offer item(s) to your basket before entering the code.
- Please use the number zero, not the letter O when entering codes.
- Please note: unless we specify otherwise, discounts do not apply to binoculars, telescopes, RSPB membership, pressies that protect (virtual gifts) or products which are already reduced in price (eg sale items).
Why do you send me offers just after I have placed an order?
It's nothing personal. We plan our offers months in advance and they are sent to thousands of people. Whatever day we choose to start an offer, it's bound to coincide with somebody who has just placed an order.
The site doesn't seem to work properly for me. What could be wrong?
Our website is only designed to work with the most recent full released versions of browser software. If you are using Beta version browser software we cannot guaranteee the site will function correctly.
Internet Explorer version 10. It has been discovered that there is a bug in IE10 which can cause display issues with our website. Please use your browser settings to disable TLS 1.0, then clear your temporary internet files. This should prevent the error occurring.
Internet Explorer version 6. The secure pages of our site (checkout and account) will not work with IE6. This is due to a fix which was put in place in October 2014, which protects our servers from a security vulnerability.
Windows XP. A small number of people may experience problems using the secure pages of our site (checkout and account) if they are running an original version of Windows XP and they have not kept their operating system up to date with Microsoft updates. This is due to a fix which was put in place in October 2014, which protects our servers from a security vulnerability.
How do I find my previous orders?
You can find a list of all your previous orders in your Account page. Once you are logged into your online shop account, go to Account (access via the link at the top right of the screen or in the footer links). Select Order history from the links menu on the left to see all your previous orders. You can easily reorder from here.
Why do I lose the things I've added to my basket if I don't check out straight away?
If you are logged into your account, your basket contents will be saved for 30 days, or until you checkout.
If you are not logged in, or if you clear your cookies, the basket will be cleared if you don't check out in the same 'session'. If you leave your basket, even if the page is left open, for an extended period of time your session will end and you may have to start again.
To avoid the frustration of losing your shopping basket contents, it's best to always log in before you start shopping. By logging in, you can also see your previous orders and your favourites list.
Why won't the online shop send me a password? The RSPB send me emails, so I must be registered.
People who receive emails from the RSPB or take part in Big Garden Birdwatch are not necessarily registered with the online shop. If you have not purchased from the shop before, you will need to register before ordering, and create a password. The main RSPB website at rspb.org.uk is a separate website from the online shop.
Why am I not receiving emails about my order?
Please check the spam folder in your inbox, as it's possible that our emails have been marked as spam. In order to make sure you successfully receive emails from us, please add firstname.lastname@example.org to your address book.
How do I dispose of electrical items and batteries?
Please recycle your electrical items and batteries. Find your nearest recycling centre at www.recycle-more.co.uk