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 for pre-publication offers.

Payment can be made using the following methods:

• A personal cheque made payable to WildSounds, in Pounds Sterling (£).
• 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 the address to which the credit card statements are sent, for verification purposes. We do not accept American Express (Amex) or Diners Club.
• A debit card (Maestro, Solo or Electron). 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 the address to which the debit card or bank statement is sent, for verification purposes.
• Postal Orders, made payable to WildSounds.

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, 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, 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 3% 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. The transfer must be made to the following bank account:
  NatWest Bank
  12 Kerridge Way
  Holt
  Norfolk
  NR25 6YY
  United Kingdom
  (Sort Code : 53-50-73, Account Number : 59525215, BIC : NWBK GB 2L, IBAN : GB44 NWBK 5350 7359 525 215)

Part or full payment can also be made using valid in-date WildSounds gift vouchers. The face value of the voucher (normally £5.00) is printed on the front of 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).
• WildSounds will not accept vouchers that have been counterfeited or stolen.
• WildSounds cannot offer compensation in respect of lost, stolen or destroyed vouchers.

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

In special cases the order may have to be pre-paid before a certain date e.g. to qualify for 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 be charged only for the items we can send you. 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.

Discount Vouchers

General Rules

Unless otherwise stated these rules apply to all our vouchers and discount coupons

• Only one voucher (of any type - except gift vouchers) is permitted per transaction.
• The following books & DVDs are usually excluded from the discount offered:
  • HBW (Handbook of Birds of the World); & HMW (Handbook of Mammals of the World).
  • Clearance stock items (which includes selected books).
  • Items marked "3 for 2" & "Half-price".
  • All bee fayre products are excluded.
• Vouchers can be used only once.
• Vouchers are timed offers and can only be used within the allocated time period.
• Vouchers cannot be exchanged for cash.
• WildSounds will not accept vouchers that have been counterfeited or stolen.
• WildSounds cannot offer compensation in respect of lost, stolen or destroyed vouchers.
• Original vouchers must accompany orders.
• Voucher codes can be used on the WildSounds web-site, although final application of the discount is subject to the code being verified as being correct and not previously used. The decision to accept or reject a voucher is made solely by WildSounds and the decision is final - no correspondence will be entered into in respect of any decision made.
• Vouchers must be complete - defaced or incomplete vouchers will not be accepted.
• A pre-determined number of vouchers has been made available.

In support of various bird clubs and organisations, such as Birdlife Malta, African Bird Club and the Hawk & Owl Trust, WildSounds has made a limited number of discount vouchers available to bona-fide new members of the participating clubs.

• Vouchers can be used only by bona-fide new subscribers.
• Vouchers are only valid between 1 August 2012 and 1 August 2013.
• The offers available through the discount vouchers are:
  • 5% discount off purchases of books, DVDs and Audio CDs.
  • All electronic and recording equipment (including PDAs), eGuides, and other non-book products are excluded.
  • All bee fayre products are excluded.
  • Collins Bird Large Format is excluded
  • Owls of the World, A Photographic Guide is excluded

To show our appreciation for our loyal customers who have subscribed to our e-mail list, WildSounds occasionally makes a discount printed or printable voucher available (printable from the link provided in the e-Mail newsletter).

• Vouchers are only valid on the WildSounds stand at the event indicated on the voucher.
• A printed version of the voucher must be presented to the cashier.
• The offers available through the discount vouchers are:
  • 5% discount off purchases of books, DVDs and Audio CDs.
  • the following items are excluded:
    • All electronic and recording equipment (including PDAs), eGuides, and other non-book products.
    • All bee fayre products
    • Collins Bird Large Format
    • Owls of the World, A Photographic Guide
    • HBW (Handbook of Birds of the World); "A Field Guide to the Birds of Borneo, Sumatra, Java and Bali" & HMW (Handbook of Mammals of the World) are all excluded.
    • Clearance stock items (which includes selected books).
    • Items marked "3 for 2"& "Half-price".

To show our appreciation for our loyal customers who have subscribed to our e-mail list but are unable to attend the British Birdwatching Fair 2012 (specifically), WildSounds has extended the 5% discount offered by the printed/printable voucher (see above) to use on the web-site.

• The following books & DVDs are excluded from the discount offered on this voucher:
  • Collins Bird Large Format
  • Owls of the World, A Photographic Guide
  • HBW (Handbook of Birds of the World); "A Field Guide to the Birds of Borneo, Sumatra, Java and Bali" & HMW (Handbook of Mammals of the World).
  • All electronic and recording equipment (including PDAs), eGuides, and other non-book products.
• This is a time limited offer valid between 13 August 2012 and 20 August 2012.
• This voucher can only be used once. To qualify for this voucher the user must be a subscriber to the WildSounds eMail list and must use the same e-mail address when placing the order on the web-site.
• The offers available through the discount vouchers are:
  • 5% discount off purchases of books, DVDs and Audio CDs.

Delivery charges

The shopping basket should 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

WildSounds offers a POSTFREE service (i.e. there is no charge for delivery) for orders sent to mainland UK and for orders weighing under 2Kg to the rest of the UK.

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.

POSTFREE orders are usually dispatched within 3 working days of receipt.

Lighter parcels are sent Second Class mail i.e. delivery within 7 - 15 working days of dispatch. Heavier parcels are usually sent via a courier (Economy Service) i.e. delivery within 2 - 5 working days of dispatch. Courier deliveries usually require a signature.

At the time these terms and conditions were written, Royal Mail stated that 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.

Please note: there is a despatch charge of £2.00 for orders containing Children's Books or Charts where the total order value that is under £15.00.

Mainland UK

POSTFREE

All standard Mainland UK orders are POSTFREE. Dispatch is usually within 3 working days of receipt. Lighter parcels are sent Second Class mail i.e. delivery within 7 - 15 working days of dispatch. Heavier parcels are usually sent via Economy Service Courier i.e. delivery within 2 - 5 working days of dispatch.

Please note: there is a despatch charge of £2.00 for orders containing Children's Books or Charts where the total order value that is under £15.00.

At the time these terms and conditions were written, Royal Mail states that 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 £4.00, maximum £10.00

First Class Orders are sent via Royal Mail First Class mail (light parcels) or by a next working day courier service (heavier parcels). Couriers usually 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 5 days to reach its destination. So please don't use this service if you need something to arrive in fewer than 5 days. If you need your order guaranteed the next day please use the Urgent Order service below.

Non-mainland UK

POSTFREE

Orders 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 7 - 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.

At the time these terms and conditions were written, Royal Mail states that 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.

Please note: there is a despatch charge of £2.00 for orders containing Children's Books or Charts where the total order value that is under £15.00.

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. For orders between 2Kg and 6 Kg this surcharge is £4.00. For orders over 6Kg it is £6.00. Dispatch is usually within 3 working days of receipt via Royal Mail Standard Parcel Service i.e. delivery within 5 - 7 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 13:00 and the items ordered are in stock) the following First Class surcharge will be added:

• 10% of order value, minimum £4.00, maximum £15.00

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 5 days to reach its destination. So please don't use this service if you need something to arrive in fewer than 5 days. If you need your order guaranteed the next day please use the Urgent Order service below.

Western Europe

The postal region Western Europe consists of the following countries and territories.

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

If your order contains Recording Equipment 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 7 to 14 working days after the order is dispatched.

Orders can be insured against loss and theft for an additional cost of £5.00.

Urgent Orders can be sent AirSure for a cost of £6.50 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

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

If your order contains Recording Equipment and LPs (or 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 £5.00.

Urgent Orders can be sent AirSure for a cost of £6.50 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

WildSounds 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 £6.50 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 21 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, DVD-videos 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 10% restocking fee for returned items - 20% in the case of electronic equipment (PDAs, 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.

WildSounds 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.

Species lists

The Avian species lists are in systematic order, the taxonomy and nomenclature of which generally follow the Wells World Birds list on Birder's Diary v3.0 (courtesy of Thayer Software) with adaptations by WildSounds. The Wells World Birds list is based on a classification created by Mic Wells.

The non-avian species lists have been manually captured directly from the title concerned.

Please note that the species list may not be in the same order or be a full and accurate representation of the species on the title concerned. We take due care to ensure the accuracy of the list, but should you find any errors, please notify us. Please e-mail us at webmaster@wildsounds.com.

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 e-mail us at webmaster@wildsounds.com

Commission for Conservation

WildSounds 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 WildSounds. 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 brackets.

To participate in the scheme you must visit the WildSounds 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 e-mail webmaster@wildsounds.com.

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 3%. The organisations currently participating in this scheme are:

• African Bird Club
• Avian Adventures [Birdlife International]
• Birding2Asia [to be decided...]
• BirdQuest[Birdlife International]
• BirdWatch Ireland [to be decided...]
• Bird Watching Magazine [Hawk & Owl Trust]
• 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]
• Mandarin Productions [Neotropical Bird Club]
• Mareeba Wetlands Foundation
• Norfolk Wildlife Trust
• 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 WildSounds for more details.

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

Trade Customers

Trade Customers should apply to WildSounds for the latest Trade Price List (includes terms and conditions). Please do so in writing to the following address:

WildSounds
Rose Pightle
Cross Street
Salthouse
Norfolk
NR25 7XH
United Kingdom

Or via email: isales@wildsounds.com

Or by 'phone (UK) +44 (0)1263 741100

Or by fax (UK) +44 (0)1263 741838