Customer Care

• Methods of Payment
• Delivery charges
  • POSTFREE service
  • UK Mainland
  • Non-mainland UK
  • Western Europe
  • Rest of the world
  • Urgent orders
• Dispatch times
• Replacements and returns
• Disclaimers
• Commission for Conservation
• Health Warning - the bird's health, not yours!
• Trade Customers

Methods of Payment
(including Gift Vouchers, Book Tokens & Discount Vouchers)

All orders, except for orders from Trade and Account Customers, must be paid for in full before the goods are dispatched.

Payment will not be taken until the goods are dispatched, unless by prior consent or for timed pre-publication offers.

Payment can be made using the following methods:

• A personal credit card (Mastercard or Visa). Please supply the credit card number, expiry date and the 3 digit security code. We will also need, for verification purposes, the address to which the credit card statement is sent. We do not accept American Express (Amex) or Diners Club.
• A debit card (Mastercard or Visa). Please supply the debit card number, expiry date, valid from date, issue number (if available) and the 3 digit security code. We will also need, for verification purposes, the address to which the debit card statement is sent.
• A personal cheque made payable to WildSounds LLP in Pounds Sterling (£).

Under special conditions you may also pay using the following means, but please confirm this with us first, either in writing, by e-mail or by telephone:

• A personal cheque made payable to WildSounds LLP in Euros (€). Please note that there is an additional €18 (18 Euro) charge for payment via this method, and you will need to obtain a quote from us first to determine what the cost would be in Euros.
• A personal cheque made payable to WildSounds LLP in US Dollars ($). Please note that there is an additional charge for payment via this method, and you will need to obtain a quote from us first to determine what the cost would be in Dollars.
• Company credit card (Mastercard or Visa). A minimum 3.95% surcharge will be applied to cover additional bank charges. Please supply the credit card number, expiry date and the 3 digit security code. We will also need the address to which the credit card statement is sent, for verification purposes. We do not accept American Express (AmEx) or Diners Club.
• Bank Transfer. Please note the payer (i.e. you) must accept all charges including the payee's. Please contact us for our Bank Account number & Sort Code

Part or full payment can also be made using valid in-date WILD Sounds & Books gift vouchers. The face value of the voucher is printed on the voucher.

• The voucher cannot be exchanged in whole or in part for cash. No change will be given if the goods chosen are less than the face value of the voucher.
• Vouchers that have been defaced, altered or cancelled will not be accepted. (By writing in the designated To: and From: areas you will not be defacing the voucher).
• WILD Sounds & Books will not accept vouchers that have been counterfeited or stolen.
• WILD Sounds & Books cannot offer compensation in respect of lost, stolen or destroyed vouchers.

WILD Sounds & Books does not accept Book Tokens or vouchers from other companies or organisations unless it is with prior arrangement with the organisations concerned. At present WILD Sounds & Books has no such arrangement with any such organisation.

In special cases the order may have to be pre-paid before a certain date e.g. to qualify for a pre-publication offer, a free book, etc. In this case you will be notified that the payment will be taken before the item/s can be dispatched.

We reserve the right to process the payment and to wait for the amount to clear through our bank account before dispatching the order if we feel it necessary.

If we don't have everything you ordered in stock:

• If you pay by credit card or debit card you will usually only be charged only for the items we can send you, unless items are on a pre-publication offer. When the other items become available we will send them to you and charge your card for these items.
• If any bank charges are applicable we will charge you the bank charges only once.
• If bank charges are not applicable on the whole order at the time you placed the order, but the order has to be split up because items are not yet in print, you will be charged any bank charges applicable to the split orders.
• If you pay by any means other than credit card or debit card we may have to process payment for the whole order even if we can only send you part of the order with the balance of the order to follow when available.

Delivery charges

The shopping basket will calculate the charges for your postal destination and preferred postal service.

Please note that in the event of the shopping basket failing or sudden increases in delivery charges, we reserve the right to re-calculate delivery charges and apply the new charge to your order.

POSTFREE service

The WILD Sounds & Books POSTFREE (Second class) service only applies to orders over £50 in value of in-print titles, sent to mainland UK and for orders weighing under 2Kg to the Scottish Highlands and Islands, Isle of Man, Isle of Wight, the Isles of Scilly, Channel Islands and Northern Ireland. For orders less than £50 a postage charge of £4.99 will be applied. If you order contains both in-print and not yet published/printed titles a postage charge of £4.99 will be levied, if applicable, to each part of the order.

NB. Mainland UK excludes the Channel Islands, Northern Ireland and certain highland areas and islands of Scotland. For a more complete list of the areas excluded from Mainland UK see Non-mainland UK.

Second Class orders are usually dispatched within 3 - 5 working days of receipt.

Lighter parcels are sent Second Class mail i.e. delivery within 3 - 5 working days of dispatch. Heavier parcels are usually sent via a courier (usually a Next Day Service) i.e. delivery within 1 - 2 working days of dispatch. Courier deliveries may require a signature.

Royal Mail states that the official delivery times for Second Class parcels could be up to 15 working days.

We cannot guarantee when an order sent by the POSTFREE service will get to you. If you need the parcel by a certain date you may prefer to use our First Class service.

Mainland UK

POSTFREE

All standard Mainland UK orders are POSTFREE if the order value is over £50 in-print titles. Dispatch is usually within 3 - 5 working days of receipt. Lighter parcels are sent Second Class mail i.e. delivery within 3 - 15 working days of dispatch. Heavier parcels are usually sent via a courier (usually a Next Day Service) i.e. delivery within 1 - 3 working days of dispatch. Courier deliveries may require a signature.

Royal Mail states that Official delivery times for second class parcels could be up to 15 working days. So we cannot guarantee when an order sent by the POSTFREE service will get to you. If you need your order by a certain date you may prefer to use our First Class service.

First Class

If you prefer your order to be dispatched on the working day of receipt (provided that it is received by 13:00 and the items ordered are in stock.) the following First Class surcharge will be added:

• 10% of order value, minimum £8.00, maximum £14.00

First Class Orders are sent First Class Royal Mail (lighter parcels) or by a next working day courier service (heavier parcels). Couriers may require a signature on delivery.

Please note First Class Mail is not guaranteed to arrive at its destination the next day. Despite the excellent service provided by Royal Mail, at the time these terms and conditions were written, some First Class Mail was taking up to 7 days to reach its destination. So please do NOT use this service if you need something to arrive in less than 7 days. If you need your order guaranteed the next day please use the Urgent Order service below.

Non-mainland UK

POSTFREE

Orders over £50 in value of in-print titles and under 2 Kg to Scottish Highlands and Islands, Isle of Man, Isle of Wight, the Isles of Scilly, Channel Islands or Northern Ireland are POSTFREE. Dispatch is usually within 3 working days of receipt via Second class mail i.e. delivery within 5 - 15 working days of dispatch. Orders over 2 Kg to non-mainland UK can only be sent via our Standard Delivery service or by First Class Mail.

Royal Mail states that Official delivery times for Second Class parcels could be up to 15 working days. We cannot guarantee when an order sent by the POSTFREE service will get to you. If you need the parcel by a certain date you may prefer to use our First Class service.

Standard Delivery

There is a weight related surcharge for delivery of orders over 2Kg to Channel Islands, Northern Ireland, Scottish Highlands and Islands (within the postcode areas beginning with HS, IV, KA27-28, KW, PA20-88, PH19-44, PH49-50, ZE) and all addresses within the Isle of Man, Isle of Wight and the Isles of Scilly. This surcharge is:- £6.00 for orders between 2Kg and 4Kg, £8.00 for orders over 4Kg but less than 6Kg, and £12.00 for orders over 6Kg. Dispatch is usually within 3 working days of receipt via Royal Mail i.e. delivery within 5 - 10 working days of dispatch.

First Class

If you prefer your order to be dispatched on the working day of receipt (provided that it is received by 12:00 and the items ordered are in stock) the following First Class surcharge will be added:

• 10% of order value, minimum £8.00, maximum £14.00

Orders sent out to non-mainland destinations via the First Class service are sent by Royal Mail First Class Mail.

Please note First Class Mail is not guaranteed to arrive at its destination the next day. Despite the excellent service provided by Royal Mail, at the time these terms and conditions were written, some First Class Mail was taking up to 3 days to reach its destination. So please do NOT use this service if you need something to arrive in fewer than 3 days. If you need your order guaranteed the next day please use the Urgent Order service below.

Europe

The postal region Europe consists of the following countries and territories. All other countries, excluding the UK, are Rest of the World i.e. Canary Islands.

Dispatch is usually within 3 working days of receipt. Delivery charges are calculated by weight.

If your order contains Recording Equipment or LPs (Records) please contact us for a quotation of the postage charges, as these fragile items are not included in our standard postage rates.

For Airmail service please allow 5 to 7 working days from dispatch for delivery.

Surface Mail is usually delivered 10 to 14 working days after the order is dispatched.

Orders can be insured against loss and theft for an additional cost of £6.00.

Urgent Orders can be sent AirSure for a cost of £12.00 in addition to the Airmail charges. AirSure gives priority to your mail and it is fast-tracked onto the first available flight to its destination. It will need to be signed for on delivery, for added security.

Rest of the World

All countries, excluding the UK and the counries listed under Europe above are classed as Rest of the World.

Dispatch is usually within 3 working days of receipt. Delivery charges are calculated by weight.

If your order contains Recording Equipment or LPs (Records) please contact us for a quotation of the postage charges, as these fragile items are not included in our standard postage rates.

For Airmail service please allow 5 to 14 working days from dispatch for delivery.

Surface Mail is usually delivered in 3 - 12 weeks depending on destination.

Orders to most countries can be insured against loss and theft for an additional cost of £8.00.

Urgent Orders can be sent AirSure for a cost of £12.00 in addition to the Airmail charges. AirSure gives priority to your mail and it is fast-tracked onto the first available flight to its destination. It will need to be signed for on delivery, for added security.

Urgent Orders

WILD Sounds & Books can send orders to addresses in the UK via a guaranteed next working day service. So if your order is extremely urgent please phone it through to us on 01263 741100 and we will arrange Special Delivery or a Next Day Courier.

Urgent Orders can be sent Airsure to most countries for a cost of £12.00 in addition to the Airmail charges. Airsure gives priority to your mail. Airsure mail is fast-tracked onto the first available flight to its destination. It will need to be signed for on delivery, for added security.

Dispatch Times

Availability of stock is not guaranteed. If we have the item in stock we will dispatch it within 3 working days of having received your order. If we cannot dispatch on time we will notify you if you have provided either a daytime telephone number or a valid e-mail address.

If we are unable to supply something you have ordered, we will inform you of the delay and keep your order and process it when the item is in stock. We will try to inform you of any further delays and if the order is more than 6 months old when the goods become available we will contact you before processing the order.

Replacements and returns

Damaged or defective goods

• Goods will be replaced if found to be damaged or defective on receipt.
• Damages must be reported within 5 working days of receipt of the goods.
• We do not accept responsibility for any items returned to us and "lost in the post". We suggest that items returned to us should be insured for loss or damage.

Returns and refunds (for non-damaged goods)

• All sales are considered to be firm sale.
• Returns and refunds are by prior arrangement only and only within 14 days of purchase. Returns and refunds are entirely at our discretion and we reserve the right to refuse to refund goods which are not damaged.
• Returned goods must be in their original condition : electronic equipment (PDAs, recording equipment, etc), cassettes, CDs, CD-ROMs, DVD-ROMs, DVDs and videos cannot be returned for a refund if their seal has been broken, unless they are defective. Books will be accepted for refund only if they are in re-saleable condition.
• We charge a 20% restocking fee for ALL returned items - 30% in the case of electronic equipment (Recording equipment, etc).
• We do not refund postage. If the original purchase was made via our POSTFREE service we will deduct the cost of the second class postage in addition to the restocking fee.
• We do not accept responsibility for any items returned to us and "lost in the post". We suggest that items returned to us should be insured for loss or damage.

Disclaimers

Prices, weights and postal rates

Prices shown in this website are accurate at the time of going to press and supersede prices shown in previous versions of this website or in printed catalogues. The UK and European Union (EU) price is shown first, followed by the price without VAT for Non EU countries in braces ( ). We shall be obliged to increase the retail price if the cost price increases due to publisher's or distributor's price increase, currency fluctuations or increased delivery charges.

WILD Sounds & Books has taken every reasonable precaution to ensure that prices, weights and postal rates reflected on this web-site are correct. We reserve the right to correct any errors at any time that we become aware of them.

The shopping basket application used on this web-site generates a total order value. This is a guideline only as the application fails to take into account that some special offers may have expired at the time the order is generated. We reserve the right to amend the value of individual items and the total order value as required. If you are in any doubt please contact us.

Usability Icons

We hope we have been diligent in our task of assigning these icons - always check before you buy if you are in any doubt. If we've marked anything incorrectly - don't hesitate to let us know. Please do so via email:    webmasterATwildsounds.com   (please send from your own email address replacing AT with @)

Commission for Conservation

WILD Sounds & Books supports conservation through a variety of mechanisms. The Commission for Conservation Scheme is one such mechanism. In this scheme third party web-sites provide links and encourage their visitors to visit and buy from WILD Sounds & Books. The commission paid depends on how much the visitor spends. Our prices are not inflated to cover the commission. Many of the third parties are themselves registered conservation charities and hence benefit directly from the sales, other third parties are like-minded organisations who have nominated the charity of their choice, shown in square brackets [ ].

To participate in the scheme you visit the WILD Sounds & Books web-site from specially created links within the participating organisation's website. If you would like more details, please contact us by telephone (UK) +44 (0) 1263 741100 or by email    isalesATwildsounds.com   (please send from your own email address replacing AT with @).

The commission is 5% of all sales, excluding VAT and additional postage, except for Recording Equipment & other electronic devices (and certain books) where it is 2.50%. The organisations currently participating in this scheme are:

• Avian Adventures [Birdlife International]
• Birding2Asia [to be decided...]
• BirdQuest[Birdlife International]
• British Birdwatching Fair
• Hawk & Owl Trust
• In-focus [Birdlife International]
• Leicestershire & Rutland Ornithological Society
• Leicestershire & Rutland Wildlife Trust
• Limosa Holidays [Oriental Bird Club - Sociable Plover project]
• Mareeba Wetlands Foundation
• Norfolk Wildlife Trust
• Nottinghamshire Birders / Birdwatchers
• Nottinghamshire Wildlife Trust
• Rare Bird Alert [Spoon-billed Sandpiper Task Force]
• Staffordshire Wildlife Trust
• Sunbird [Birdlife International]
• WildWings [Save the Albatross Campaign]

Commission/donations will be made to registered charities on a half-yearly basis. Our aim is to support charities which champion and promote wildlife conservation. See About WILD Sounds & Books for more details.

Health Warning - the bird's health, not yours!

Trade Customers

Trade Customers should apply to WILD Sounds &Books for the latest Trade Price List (includes terms and conditions). Please do so via email:    isalesATwildsounds.com   (please send from your own email address replacing AT with @)

Or by 'phone (UK) 01263 741100