Delivery & Returns
We aim to dispatch your order within one day of receipt excluding bank holidays, but ask you to allow 3 working days in case of delays.
UK orders that weigh up to 4kg will by default be sent using Royal Mail's 48h Tracked service with the option to upgrade to DHL courier delivery. Orders that weigh over 4kg will automatically be sent by DHL.
Delivery charges for the UK are detailed below:
Royal Mail Tracked 48h - £3.95
DHL Courier Delivery - upto 5kg £7.50, upto 15.7kg £9.95 and for any orders above 15.7kg a flat rate of £12.95 will apply.
International parcels under 2kg are sent by Royal Mail Tracked Service. Parcels over 2kg to the EU and the rest of the world are sent with DHL. The price is automatically calculated at the checkout and will vary according to the weight bracket and country. If your country is not listed on our website for delivery, please contact us.
Please note deliveries to the EU may be delayed due to new customs restrictions. There are no duties to be paid for deliveries in the EU but VAT and Handling fees will be applicable. We do not charge VAT for customers in the EU, so your country will charge the VAT as part of your charge. The remainder of the charge is the "Handling fee" and varies from country to country, at the moment it looks to us as if the handling charges in the EU are very roughly €20-25 per parcel.
For more info on DHL's service, have a look at the video below:
Returns and Exchanges
We want you to be entirely satisfied with every purchase made from Songbird Naturals and are proud of the quality, range and advice that we offer. Because of the nature of the product, exchanges are not always possible. However, If your product is unused and you wish to return it to us, we can offer you free returns and a full refund or exchange. If you are based in the UK or EU you have 14 days to get in touch with us regarding unwanted goods. We are happy to refund or exchange all International orders. However, we will take every request on a case by case basis.
If you have been sent an incorrect tub or for some reason the product is faulty or damaged in transit, Songbird Naturals will replace the damaged product or exchange it at our cost. We ask that you let us know about this no later than 30 days after the date of purchase.
If your order goes missing in the post or you don't receive it for any reason, please get in touch with us as soon as you can so we can help locate it. After a period of 3 months after purchase ( for UK orders), & 6 months outside of the UK, we advise that we will not be able to locate, refund or resend the items.
Please email us at firstname.lastname@example.org with all queries regarding returns and exchanges.