Delivery and Returns

Terms and Conditions of Sale

SongBird Survival is a charity registered in England number 1085281 and is a company limited by guarantee, but not having a share capital, number 4078747. Registered address: 4b Church Street, Diss. IP22 4DD

Correspondence address: SongBird Survival PO Box 311, Diss. IP22 1WW Tel: 01379 641715 email: 

In this statement, references to 'we', 'us' or 'SBS' are to SongBird Survival. 

These terms and conditions will apply to all transactions placed online, by email, telephone or by post. Please read carefully before placing an order. Nothing in these terms and conditions will affect your statutory rights.

On submission of your order you are allowing SongBird Survival to use your personal details to fulfill that order. In the event that there is a problem, we will communicate with you via email, telephone or letter.  Please view our Privacy Policy for details about how we use and protect your data.


We are pleased to accept orders deliverable worldwide. However, for orders placed for delivery outside of the UK please contact us for a tailored delivery price.

All orders will be charged when they are placed. If you would like to cancel or amend your order before dispatch a full refund will be given for the unwanted products.

We accept cash, cheques, PayPal and all major credit and debit cards, but cannot process Overseas Maestro (cards with more than 16 digit card numbers) or American Express. If the card issuer refuses to authorise payment we will not be liable for any delay and/or non-delivery of the order. No orders will be accepted without a valid payment.  Cheques/postal orders must be made payable to SongBird Survival. We reserve the right to hold goods until the cheque/postal order has cleared. Therefore please be aware that we may not dispatch goods within 5 working days if payment is via cheque/postal order.

To Cancel a Current Order:

If for whatever reason you wish to cancel your order or part order you must telephone or email us immediately. We will ensure your request is processed quickly, however please be aware that refunds can take up to 10 working days.

Damaged Items or Delivery Mistakes:

In the event of any goods being delivered faulty, damaged in transit or incorrect according to the delivery note/invoice then we must be notified within 5 working days of receipt. If we receive no notification the customer will be deemed to have accepted the items as satisfactory. We cannot be held liable for any consequential loss caused by late delivery. Liability in those cases is limited to the value of those items, which are shown not to have been received by the customer.

We are unable to refund any postage costs.


Some of our items may be available to pre-order while we are awaiting delivery of stock.  If you purchase a pre-order item then we will wait until the all of the items in your order are available and dispatch the entire order at the same time.  If you would prefer for your items to instead be sent as and when they are ready then please contact us to arrange this.


Shipping Charges
Up to £39.99 ~ £5.00
Over £40 ~ FREE

We ordinarily use Royal Mail 2nd class services and cannot guarantee delivery times.  Larger/Heavier orders may be dispatched by courier service.

We aim to dispatch your order within 10 working days.

Items that are currently out of stock will be dispatched as soon as stock becomes available.

Please allow up to 14 working days from the date of order for your delivery. Should there be any delay in dispatch we will contact you.  

Please allow extra time during busy periods (such as Christmas and Easter) to allow your order to reach you through the post/courier system.  We cannot guarantee any delivery dates.

Distance selling regulations: As a mail order customer you have the right to cancel any item within 7 days of delivery provided they are in new and unused condition with original packaging and receipt. Items used or without the original packaging will be deemed to have been accepted by you and therefore cannot be returned unless faulty.

Should you be less than happy with any item you buy from us, we will be pleased to offer you a replacement or a full refund, if you let us know within 5 working days.

If you wish to return an item you may do so within 30 days. To return a non-faulty item the product must be in its original condition, packaging and with the original labels attached and a copy of the invoice. Once an item has been worn or used we will be unable to refund or exchange it unless the item is found to have a fault. Should an item be returned with no fault but in a used condition we will not be able to refund or replace it. You will be refunded as soon as possible after we receive the goods and upon inspection to ensure they are in their original condition.

We are unable to refund any postage costs.

Although we make every effort to ensure that we have stock we cannot guarantee that every item on the online shop is in stock and available for immediate dispatch.

Should products be out of stock we will endeavour to inform you within 5 working days.

Whilst we make every effort to ensure that all details published are correct no responsibility will be accepted for errors and omissions.

We reserve the right to alter specifications and prices without notice.

If we deem any price to be incorrect we reserve the right to refuse a sale in this situation.

All prices are shown in pound sterling (£.) UK VAT is not chargeable as SBS is not VAT registered.

All prices are subject to change without prior notification.

All products are guaranteed for twelve months (unless otherwise stated) from the original date of invoice against failure to provide reasonable wear due to defective workmanship or materials so long as the product was used for its intended purpose. This guarantee excludes damage caused by accident, neglect or misuse (i.e. use for other than the intended purpose of item). Proof of purchase is necessary.

If you have any queries, complaints or suggestions please contact us at: or by telephone on 01379 641715 or write to us at: SongBird Survival, PO Box 311, Diss. IP22 1WW