Refund information

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

All our parcels are packaged with great care, but in the event that the order is damaged in transit, we will replace the damaged products.

Certain types of items cannot be returned, like perishable goods (items with an expiry date of up to 28 days after the date of dispatch) and custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items.

To start a return, you can contact us at onlineorders@birdsofderby.co.uk. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund.

Yes, for any return-related questions or concerns, customers can contact onlineorders@birdsofderby.co.uk for assistance. Alternatively, you can use the form on our Contact us page.

If you're returning items because of damage, an error on our part, or you're not satisfied with the quality, a full refund will be provided and we will reimburse you for the cost of sending the items back. We may also request photographs of the products and packaging in order to enable us to investigate the matter.

Please note that in all other circumstances, you would be responsible for the costs of returning items.

To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the proof of purchase or confirmation email.

The return policy allows for a 15-day period after receiving the item to request a return.