ALL ENQUIRIES

How To Order

Via our website:    

For each item you want to purchase just click on the orange ‘Add to cart’ button and it will add it to your shopping basket. Then, when you have finished choosing your products and want to place your order, just click on the red shopping basket icon (towards the top right of the page) and select ‘Checkout’. If you are a new customer, or have previously ordered as a 'Guest', you will then be prompted to add your details. Existing customers just need to log in and your previously inputted details should then be pre-populated. Please note, you need to register as a customer with us, in order to use any discount codes. 

Don't forget to enter details of your 'safe place' location, in case you are out when we deliver.

We accept most major debit/credit cards.

You will receive an e-mail confirming your order.

Please note, Rivelin Wild Bird Food doesn’t store, or have access to, any of your credit/debit card or payment details when you shop on-line. All payment processing is done securely through Sagepay, which is Europe’s leading independent payment service provider and is one of the most trusted payment brands. All transactions are encrypted by them to the highest standards.


By phone - 07570 348634   Mon-Fri 9am-5pm (or, if out of hours, please just leave a message)  

We accept payment by credit/debit card and also by cheque. You will receive an e-mailed receipt for your payment.

If we are unable to answer your call, please leave a message and we promise to get back to you as soon as we can. 


FAQ's - ORDERING


How do I input my coupon/discount code?

When you've selected all your purchases and have got to the 'Checkout' page, you'll see a box towards the right hand bottom corner which says 'Enter your Coupon here'. Click on this, enter the code in the box, click on 'Use coupon code' - your discount should now have been applied. 

Problems entering the code?

If, once you've entered the code, you get the red shaded banner saying it's not worked, there could be a few reasons for this:

The most likely one is that you've not registered a customer account with us and logged in (the website needs to recognise you as a registered customer, in order to apply your discount code). So for new customers, or if you've previously used the 'Guest' checkout, you'll need to register an account. It's very quick, easy and secure - just click on 'My Account' in the top right corner of the screen, then 'Register'. Then just complete your details. 

You may have inputted the code incorrectly, the code has expired, or it may be a one-use code which you've already used.

If it's none of these things, please just get in touch and we'll help you out.


When I've got to the delivery section in 'Checkout', a message has popped up saying my order can't be processed. Why is this?

There are a few possible reasons for this:

a)  Your delivery address is not on the GB mainland. We don't deliver outside this area unfortunately.   

b)  You've ordered an item which we can only deliver to local customers (and you're outside of our local delivery area)

Tends to be very bulky items such as our larger bird tables. This will have been stated in the product description (but we appreciate sometimes this doesn't always get spotted). To remove such items from your order, please go to your Basket (the red icon with the white basket) and select the orange 'View Cart' button. You can amend your order here.

c)  You've exceeded the single order weight limit of 99.9kg (in which case, you just need to place an additional, seperate order so that no one order weighs more than 99.9kg in total).But for the above, or any other issues, please just let us know if you need any assistance.


Can I pay by cheque?

Yes you can. Just send us an e-mail (or give us a call) with details of what you’d like to order. We’ll then send you an e-mail, confirming your order, after which you can send us your cheque. Once we have received your cheque and it has cleared, we will then dispatch your order to you.

  

Do your prices include VAT?

Yes, all of our prices include VAT where applicable.


What security measures have you got in place to protect my card / personal details?

Your security and the protection of your payment and personal information is of the utmost importance. You can rest assured that every measure has been put in place, to ensure you can buy from us with confidence - our business depends on it. 
Rivelin Wild Bird Food doesn’t store, or have access to, any of your credit/debit card payment details. All payment processing is done through Sagepay. They use the highest level of card data security (PCI DSS level 1 compliant), meaning all transactions are encrypted by them to the highest standards.


We have incorporated Secure Sockets Layer (SSL) technology to encrypt any information you send to us. You can tell this is in place by looking at the address bar at the top of the page, where it will say https:// (as opposed to just http://). There will also be a closed padlock symbol. Websites that don’t have this feature are less secure and could potentially mean your personal details can be viewed and stored by a third party.    

        

I'm having difficulty completing my order on-line

In the unlikely event there is a technical issue with the website or payment process and it isn't allowing you to complete your order, don't give up, please just give us a call (or drop us an e-mail if it's out of our opening hours) and we will help you place your order. It's usually the case that we won't be aware of any issues until our customers let us know, so your call will be helping us as well.


I've placed my order, but would now like to change or amend it

Just contact us by phone or drop us an e-mail and we will do our best to sort this for you. 


An item I've tried to buy on the website is showing as ‘out of stock’, or 'new stock due in soon', but I'd like to know how long I might have to wait for it, before ordering.

Just get in touch and we will let you know.


How does your packaging-free delivery service work?

We'll bring out your feed(s) loose and pour them into your feed bin / storage container at your home, at no additional cost. Please ensure there is sufficient space in your container(s) to accommodate your chosen amount (a 20 litre container should easily hold at least 10kg of any of our feed mixes and straights). 
This service is only available to customers in our local delivery area (i.e. most of South Yorkshire and Chesterfield – see our ‘Delivery’ section for applicable postcodes).
Just select one, or a combination, of the 'packaging-free' options when ordering the feed type(s) you want. We will then deliver your order on our next available delivery day. If you think you might be out at the time, please ensure we will have easy access to your containers.

I'm an NHS employee - how do I claim my 10% discount?

We offer a 10% discount on all of our products, to all NHS employees (this discount scheme was in place well before the Covid-19 pandemic started). All you need to do is drop us an email, stating your name and confirming you are an NHS employee (please don't send us any official ID or anything like that - your word is good enough for us!) We'll then send you your NHS discount code, which can then be used on all future purchases with us, either via our website or by ordering over the phone. It's as simple as that. 

Also, we offer a 10% discount to all emergency services employees, military personnel and other professions, via the 'Blue Light Card' discount scheme - see here: www.bluelightcard.co.uk