FAQS - Frequently Asked Questions
Click on links to go to relevant FAQs
- Feeding Wild Birds
- Customer Service
- General Questions
- Refer a Friend Scheme
- Storing Food
- Welcome Discount
- Reviewing Products
- Reward Points
- Payment Queries
Click on a question to expand the answer.
I haven't received an order confirmation?
Order confirmations are sent by our system when you confirm your order. Sometimes it can take up to 15 minutes for the email to come through to your inbox. If you still have not received, please check your SPAM/Junk Folder as it may advertantly been sent into here. If possible flag the email as not being SPAM/Junk so that next time the email does arrive in your inbox.
Can I change my details/order once I have placed it?
Unfortunately once your order has been placed we are unable to add or amend the products or quantities on your order. Similarly we are unable to amend your delivery details once an order has been placed.
If you do have any queries then please contact [email protected] as soon as you notice the problem.
Do you keep my payment details?
Your payment details are not held by Love Garden Birds. Both online and phone transactions are entered into the very secure Sagepay system which has robust security on it. This means that there is no danger of people being able to access your payment details but does unfortunately mean we have to ask for these details every time you purchase from us.
For further details on privacy and data, please click on the following link.
How do I cancel my order?
If you've just placed your order and changed your mind, please get in touch to cancel.
When will I receive my delivery?
Dependant on the delivery method selected and your location we will dispatch your order in the delivery timescales. Express delivery 1 – 2 working days and standard delivery 3 – 5 working days.
To see our full delivery details click on the following link.
How much will my delivery cost?
For full details of delivery costs please click on the link. Or let our system do the work for you by selecting your order and inputting your postcode then the system will show you the available delivery methods and any relevant costs.
The system doesn’t let me select Express delivery?
Unfortunately for various locations in the United Kingdom our courier doesn’t offer a next day delivery service which prevents us from offering you an express service.
We may temporarily remove the express delivery option if we are particularly busy. We do this to make sure that we can ship all parcels within the time period to continue the same great service as you expect from us.
Do I need to be in when the courier delivers?
We offer several options for deliveries. Please see our delivery information for full details.
Do you deliver to Europe or further afield?
At present we are unable to offer delivery to Europe but it is something we are looking at.
Can I track my parcel?
The night before your order is shipped, you'll receive an email from the courier. At this stage you'll also be able to specify where you want the parcel leaving. Please note that if you've selected DPD, you can download their app for more granular control of where you want your parcel leaving (e.g. with a neighbour, local participating shop, designated safe place). Please see our delivery information for full details.
Where do I find the tracking numbers for my parcels?
You will receive your tracking numbers the night before your order is shipped. You'll get updates on the day too.
You can also find tracking numbers in your account by logging in and selecting 'My Orders' then clicking on the order and selecting the Shipment tab. If you scroll down the page you will see the tracking numbers for your order.
My delivery still hasn’t turned up, what do I do?
In the event your order hasn’t turned up within the expected timescales then please check your dispatch confirmation e-mail which will provide tracking details and track your parcel on the UKMail site by clicking on this link or entering https://www.ukmail.com/manage-my-delivery/manage-my-delivery into your search bar. This will then let you see where your parcel is.
If you need further assistance please contact us via e-mail to [email protected] or 0845 200 5377. Please quote your order number or have it handy when you contact us.
I have only received part of my order?
Occasionally, the courier might split your delivery into two for large orders. This is rare and both Love Garden Birds and the courier do everything we can to avoid this. In the first instance, please check your tracking information for clues on how many deliveries to expect. Please don't hesitate to contact us if you need further assistance.
How do I select different billing and shipping addresses?
When you get to the checkout, you'll be asked to enter your billing address first. Enter your address (or select it from the dropdown if you have shopped with us before. Then before proceeding to step 2, tick the box 'ship to different address'.
Then on step 2, enter your address. You may need to click into the dropdown and select the option 'New Address' from the bottom of the list in order to enter the other address. If you have the address saved in your account already, simply select it from the list.
If you are on a desktop or a tablet with a screen large enough, you'll be able to see the information down the right hand side. On mobile phones, this appears at the bottom of the form. To view it, tap the section called 'Your Checkout Process' to expand it.
What if I am not happy with my delivery when I receive it?
Love Garden Birds do everything we can to ensure that you receive your parcel in pristine condition so that you are happy with your order.
However if you are unhappy with your order then please contact us as soon as possible and we will do everything we can do to help.
You can contact us by e-mail [email protected] or by phone 0845 200 5377. If contacting us by e-mail please quote your order number and if possible send any pictures this will help ensure we can deal with your query as quickly as possible.
For further details of our Returns policy please click here.
My Offer code doesn’t work, what do I do?
If your offer code doesn’t work, please check that your order meets any criteria set out in the offer such as a minimum order spend, that the products you have ordered are included in the offer and that you are ordering within the offer period.
Unless expressly stated, only one offer code can be used at a time. If you have more than one discount code, you will need to pick one to use in your order. Similarly you cannot redeem both reward points and a discount code at the same time.
If the code still doesn’t work then please contact us at [email protected] and we will resolve the problem as quickly as possible ensuring that you are able to take advantage of the offer. Please do not place the order until we have resolved the issue as we are unable to retrospectively apply any discounts.
Unfortunately if you contact us after the offer period has ended we will not be able retrospectively apply any discounts.
Please check before you pay that your discount code has been applied correctly. Occasionally you might find that if you're trying different codes and alter your order, codes could get removed due to your order changing.
I've found a voucher code online but it doesn't work?
If you have found a voucher code on a third party site (a site other than www.lovegardenbirds.co.uk), then the code is probably an old code. Unfortunately we have no control over what third party sites advertise and cannot prevent them from doing this. For official, reliable discount codes please sign up to our emails.
Can i use more than one discount code in my order?
If you have more than one discount code, you will need to pick the most relevant for your order. Only one code can be used per order.
If you have both a discount code and reward points, you will need to pick one or the other. You cannot redeem both at the same time.
Where do I apply my discount code?
You can apply the discount code at the basket stage of your order, before checking out. Please check carefully before you checkout as offers cannot be added retrospectively
I have checked out and paid, but forgot to add my discount code
We state on our basket page, as well as other locations throughout our site not to checkout if you have not added a voucher code. Please check carefully before you checkout, as offers cannot be added retrospectively. Similarly free gifts cannot be added to an order once it has been placed.
Can I redeem reward points alongside a discount code?
If you have both a discount code and reward points, you will need to pick one or the other. You cannot redeem both at the same time.
Where can i find discount codes?
We do not work with other websites in distributing voucher codes. To receive official voucher codes, you will need to sign up to our emails.
Feeding Wild Birds
What times of year should I feed wild birds?
The RSPB now recommend feeding birds all year round. Your garden can become a preferred feeding destination for many species of birds who can fly up to 4 miles to feed in your garden.
Eating habits will change across the year based on many factors such as weather, breeding season and bird migration.
I have put up a new feeder and the birds aren’t feeding from it?
Please be patient, it can take some time for garden birds to get used to a new feeder.
Location can have a significant effect on birds going to the feeder. It is always best to position a feeder close to cover so birds can easily find shelter such in a tree, bush or established border.
Also make sure that the feeder is well out of reach of any predators of wild birds.
I have put out new food from you and the birds aren’t eating it?
There are many reasons why wild birds might not be feeding from the food you put out, we have detailed several below but if you do have any queries then please contact us on [email protected]
- If the food has been located in a new position in your garden it may take time for birds to locate the food and feel comfortable to feed on it.
- If food is in abundance in your area then wild birds will be selective about where they feed, selecting food that is closer, from locations they feel more secure or select their favourite food. The changing seasons will also have a bearing on what is available to birds and where they will feed.
- Is there a neighbourhood cat that is scaring them away or some other predator? If so it is worth moving your food to a more secure part of the garden or investing in a humane pest control system.
- From experience we know garden birds can be fickle, in some gardens eating a range of foods, in others just eating sunflower hearts and in another always leaving sunflower hearts or suet pellets. The cause is probably related to some of the above reasons so we suggest when you introduce a new food start with a small amount to ensure “your birds” love the food!
What food should I offer in my garden to attract a wide range of birds?
We suggest offering a variety of different foods to entice a wide range of birds into your garden. We will be posting blogs over the coming months which will provide more tips on what food to offer and which birds this will attract.
How often should I clean my wild bird feeders?
We recommend cleaning your feeders at least every 4 weeks. This will reduce the risk of bird diseases being passed between birds feeding in your garden.
Love Garden Birds also suggest that you remove any residual seed/food that is in your feeder every time you refill your feeder. This will reduce the chance of the feeder becoming clogged up and food becoming mouldy.
I can't login. I've forgotten my password?
Don’t worry if you have forgotten your password, this can be reset. At the login screen, click on Forgot your password. You will be asked to enter the email address you signed up with and then be sent a link enabling you to update your password.
Emails can take a few minutes to come through. If you have no receive an email after a few minutes, this means you do not have an account with us. In this instance, please create a new account.
My last order doesn’t appear in my account order history?
Usually this is as a result of your previous order being placed as a guest. Please ensure you log in every time to your account to ensure your order history is all together.
Unfortunately we are unable to transfer orders made as a guest onto your account.
Are Love Garden Bird's products fit for human consumption?
In many cases the feeds we supply are of an equivalent quality to those for humans, however these are only tested to ensure they are completely safe for wild birds to eat and not tested for human consumption. Additionally the feeds are stored in an environment conducive to bird feed and not to the standards required for human food.
Therefore we would advise that our feed should not be eaten by humans.
Refer a Friend Scheme
Please visit our Terms and Conditions page for specific, up to date conditions on how the scheme works.
How much of my referral bonus can I apply to each transaction?
We have added a maximum amount to the refer a friend discount to prevent abuse. You can only use your referral bonus on a maximum of 25% of your order. The system will calculate this for you and warn you if it was unable to apply the total discount. Don't worry, your referral bonus will still be there for the next time you order.
How do I earn reward points?
Reward points can be earned simply by making sure you are logged into your account. If you are logged in, you will automatically receive reward points when you shop with us and have the option to spend them at the basket stage of checking out.
Do my reward points expire?
Yes, your reward points will expire one year after they are added to your account. We will send you an email 30 days before they are due to expire so that you have time to spend them should you wish to.
How do I spend reward points?
First of all, make sure you are logged into your account. You can do this by clicking on 'My Account' at the top right of our website.
Once you're logged in, simply go to your basket and underneath the products you have added to your basket you will find the box to add your reward points.
If you do not see a box to add your reward points, this could either be because you aren't logged in to your account, or because you don't have any reward points to spend. You can see how many you have in your account here (note that you must be logged in to see this page).
Reward points cannot be redeemed alongside a discount code. If you have both, you will need to pick one or the other for your order.
Please note, reward points expire one year from when you earn them (if they are not spent before then). We will email you beforehand to let you know if your reward points are due to expire.
Why haven’t I received reward points?
You must be logged in to your account to spend and earn reward points. If you check out as a guest, you won’t receive any points.
What's the process?
To get your welcome discount you'll need to register for an account on our website and subscribe to emails. This is easy to do:
1. Visit the new account registration page
2. Enter your details and click on 'Register and Subscribe' at the bottom of the form
3. You'll then be directed to a page showing your discount code (it'll also be emailed out to you)
4. Shop as normal, making sure you add the discount code at the basket. You'll need to stay logged into the account you just created.
Please note that the welcome discount cannot be used in conjunction with any other offer. The discount is available to new customers only. Existing customers can still save by signing up to our emails, as we occasionally send our customers discounts via email.
I haven't received the welcome email
The email is sent straight away, but can take up to 5 minutes to come through. If it's been longer than 5 minutes, please make sure you have checked your junk/spam folder. It might be a good idea to use the search feature in your email account, which can make it easier to find.
The email will only be sent if you are a new subscriber to our emails. Existing subscribers will receive discounts via staying subscribed to our marketing emails.
I can't subscribe to get the discount
If you already have an account with us go here, tick the box and click on save to subscribe.
If you don't yet have an account, register for one here.
Problems getting the welcome discount voucher code to work?
We have put a couple of conditions on the voucher code to prevent people abusing it. This does unfortunately make it a little more complicated to use, but don't worry, here's what you need to do.
First of all, make sure you are logged into your account. You can check this by visiting this page. If it asks you to login, then you aren't logged in and will either need to login, or create an account with us. If you see your account then you can move onto the next step below.
Once you've checked you are logged into your account, you'll need to make sure you have added the discount code to your basket. You can check this by visiting your basket and seeing if the code has been applied. Do not checkout if you don't see your 10% discount coming off the total. Instead please double check everything and contact us if you're having problems (before checking out).
Lastly, please make sure that you aren't trying to use multiple voucher codes on our website. If you already have a code added, you'll need to remove it to use your discount.
How do i review a product?
After you have received your items, you may receive an email from us asking if you would like to review your purchase. To review an item, click the button in the email.
You cannot review an item that you haven't purchased.
Can I pay by Apple Pay?
Yes! To use your Apple Pay details, just go to the checkout and select 'Pay by Card, Apple Pay or Google Pay' at the payment stage of the checkout.
If you are having trouble seeing the Apple Pay option at the checkout, please check the following:
- You have an active credit/debit card saved in Apple Pay
- You must be using either an iPhone or iPad
- You must be using the Safari browser (Chrome and other browsers will not work)
You can also pay by Apple Pay through the Safari browser on a desktop computer as long as you have Apple Pay enabled and setup on your device.
Can I pay by Google Pay?
Yes! To use your Google Pay details, just go to the checkout and select 'Pay by Card, Apple Pay or Google Pay' at the payment stage of the checkout. You will then see a blue button above the card detail section, tap the button to start your payment.
If you are having trouble seeing the Google Pay option at the checkout, please check the following:
- You have an active credit/debit card saved in Google Pay
- You must be using an Android phone or tablet that supports Google Pay (certain devices may not support Google Pay)
- You must be using the Chrome browser (other browsers will not work)
If you are using the Google Chrome browser on a desktop computer, then you will have the option to pay by Google Pay.
Please note that not all Android devices may support Google Pay.
Bird Food Storage
You should make sure your bird food is stored in a cool dry place. We also recommend storing your food in a container to keep it fresh for longer. As with everything organic, the food won't last forever so please store it sensibly.
A container will also help to keep pests away from where you store your food. If you store your food in a container in your garage, shed or somehwere where pests could get to it, make sure it's in a container and that you don't spill food around it, as this could attract pests.
If you need further information, have other queries or just want to provide feedback then we would love to hear from you. Please contact us by e-mail at [email protected] or by phone 01924 929900.