Order by 3:00pm for FREE Next working day delivery on orders £25 and over as standard

We’re here to help:
Freephone: 0800 085 4865

Customer Service

We want you to be 100% satisfied with your entire shopping experience from order to delivery. To assist, we’ve gathered all the information you need in this one area of the website.

To help you get started simply click on any heading below for full details, it’s all pretty standard stuff designed to give you a great shopping experience; in a safe secure environment.

Our Promise to You is our lifelong commitment to offer fantastic products, at great prices all backed up with brilliant service.

We were founded, and indeed our whole purpose of being is to give wildlife the help it needs to live and flourish in our gardens. We will always ensure that every item we make available for sale has been thoroughly tested fit for purpose, safe and to ensure it’s built to a standard that gives you real value for money.

Our Promise is as much about the little things that add up to a lot; like expert impartial advice, the time taken to talk about your garden and experiences. A company who share your ethics, who ensure bringing products to market does no harm to wildlife elsewhere and of course, the confidence that you’ve purchased the right product and one that will last.

This is why we give you a full 45 days during which if you are unhappy for any reason you can call us to arrange a return and we will replace the item or issue a full refund for the price you paid for the item.

Our Promise and guarantee is in addition to your statutory rights.

Making a purchase couldn’t be easier. Just browse our shop and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete the order.

We accept most debit and credit cards through our secure payment terminal but if you prefer we continue to accept orders by telephone, fax, email and post. We do not charge for any item until it is despatched.

A web account gives you access to your full order history, whether placed by web, telephone, email or even in person. You can see your account, in full, exactly as we see it.

You can completely manage your account- including editing your name and billing details, adding, editing and deleting multiple delivery addresses. You can add and amend Special Instructions i.e. Please deliver on Friday, Leave in front porch, etc.

You can also securely add, save and edit payment details to benefit from ‘1-Click’ ordering; saving you time and hassle. You can also place orders from PC’s other than your own (e.g. work, tablet devices, smart phones, etc) and you will not have to re-key your payment details providing you with a further level of security.

Delivery

We pack and despatch all standard retail orders* placed by 3pm Monday to Friday on the same day, using a 24-hour carrier service to United Kingdom & British Isles addresses. For example an order placed on Monday lunchtime will be shipped the same day for delivery by 6pm on Tuesday.

We hold very large stocks of accessories in our warehouses and mix fresh food daily on our premises. This ensures we are able to despatch all standard retail orders* promptly. In the highly unlikely event we are unable to send your order we will contact you. Your card will not be charged until goods are despatched.

Orders are sent via either DHL or DPD and to ensure prompt first time delivery, goods can be left without signature, if you instruct us so.

*Non-standard retail orders include… (see relevant tab below for full details)
Environmental & mitigation products
Certain Scottish postcodes and UK Islands
Live Food

We despatch standard* retail orders placed by 3pm from Monday to Friday the same day, on a next day delivery service. For example an order placed on Monday morning will be shipped that day for delivery by 6pm on Tuesday. An order placed after 3.00pm on Friday will be delivered by 6pm the following Tuesday.

Our carrier’s normal delivery service is Monday to Friday (excluding public holidays) between 8.00am – 6.00pm. Special delivery arrangements i.e. AM or Saturday deliveries can be arranged and will be charged to you at cost, please phone us for details and whether the AM or Saturday service is available to your postcode area.

Due to the carrier network coverage & service availability, goods despatched to the following postcodes will take up to 48 hrs to deliver: BT, GY1-10, IV2-63, JE1-5 (excluding IV21), TR8, TR10, TR12-13, TR19, TR26, TR93.

Goods despatched to the following postcodes will take up to 3 days to deliver: AB36-38, AB55-56, G63, HS1-9, IV21, KA27-28, KW1-17, PA20-50, PA60-78, PA80-88, PH19-26, PH30-44, PH49-50, ZE1-3.

Ark Environmental products are sent free delivery on a 3-5 day service. Next day delivery can be arranged and will be charged to you at cost, please phone us for details.

Certain orders for small items weighing under 1kg may be sent 1st Class via the Post Office at the discretion of the company. Please allow up to 3 days for delivery of these items.

All Live Food (including Mealworm Food) is sent direct from the Live Food farm with free delivery and is not counted in your shopping basket. Live Food orders received by 2pm are despatched same-day via Royal Mail. Orders received after 2pm are despatched the next working day. Please allow up to 3 days for delivery of these items.

* Please see Delivery charges section for full details.

You can expect to receive your goods normally within 24-hours Monday to Friday (excluding public holidays). A few items such as Live Food may take up to 3-days and Ark Environmental products 3-5 days.

Non-Delivery If you do not receive your goods on the expected date please call us immediately. You must report non-delivery or lost goods within 10-days of the date of order. Goods left without signature are at the purchasers own risk. We cannot accept responsibility for goods outside of these terms.

Incorrect Items We take great care packing your order but mistakes do happen. Please inspect all deliveries immediately to ensure you have received the items you ordered. Any errors must be notified to us within 7-days by telephone. We will arrange for collection and replacement of the incorrect items at your convenience. Please note all returned items must be unopened and in their original condition.

Your Privacy

Your privacy is of the utmost importance to us and we explain below how we implement that across our business.

This policy sets out how we use and protect the personal data you provide to us. We respect and protect your privacy and are governed by the General Data Protection Regulation (GDPR) 25th May 2018, the Data Protection Act 1998 and PCI DSS requirements.

We collect and hold personal data via the website and telephone for the purpose of providing email newsletters, quotations, proforma invoices and sales orders for despatch of goods.

The data controller details as logged with the Information Commissioners Office (ICO) are:

Ark Wildlife Ltd
Dog Kennel Farm
Charlton Road
Hitchin
Herts SG5 2AB
ICO Reg. No. Z1294812
Company Reg. No. 6304372
VAT Reg. No. 809 3500 41

 

Our lawful bases for collecting & processing personal data are covered by Consent and Contract.

(a) Consent: the individual has given clear consent for us to process your personal data for a specific purpose. The sign up for our e-newsletter is customer opt in. Every email contains an option to unsubscribe.

If you specifically consent, we will use your email address for newsletters including offers, new products and information articles. Our email system Pure 360 is a data processor on our behalf and also adheres to the current GDPR regulation.

After you have given consent you have the option to unsubscribe on each email you receive, which will delete you from the Pure 360 system and you will receive no further communication. You may opt in again in future should you so wish.

(b) Contract: the processing is necessary for a contract we have with you, the individual, or because you have asked us to take specific steps before entering into a contract. This includes quotations, proforma invoices and sales orders.

Data provided for the purpose of a proforma, quotation or sales order including name, address, telephone number and email address will be used for goods delivery, drop shipping direct from distributor and manufacturers warranties. The third parties (Data Processors) used are DHL, DPD, AB Couriers, Jacobi Jayne, Wildlife World, CJ Wildlife and Longcrofts.

Should the recipient of your order be someone other than yourself (a gift for instance), we will also gather their information as above so that we can deliver that order on your behalf.

Our database is held by Khaos Control Solutions Ltd on a secure computer server, which has encryption, anti-virus, malware protection measures and back-up facilities. This software is then used through a secure password protected network.

Right of Access

As an individual you have a right to obtain confirmation that your data has been processed and access to that data.  If you would like a copy of your data, please write to:

The Data Controller
Ark Wildlife Ltd
Dog Kennel Farm
Charlton Road
Hitchin
Herts
SG5 2AB

We are obliged to verify your identity by all reasonable means on receipt of your request.  Following this, information will be provided without delay. No later than one month following receipt of request.

Right to Rectification

You have the right to have inaccurate personal data rectified or completed if it is incomplete.  Please write to the address above or phone our Customer Service team on 01462 420000. This will be actioned without delay. No later than one month following receipt of request.

Right to Erasure

The right to erasure is also known as ‘the right to be forgotten’. Individuals can make a request for erasure verbally or in writing and we will respond to the request with one month. This right is not absolute and only applies if you have not placed a sales order with us within the last 7 years. We have a legal obligation to hold financial data for a period of 7 years with the HMRC for all sales orders processed.

Right to Restrict Processing

Individuals have the right to request the restriction or suppression of their personal data. This is not an absolute right and only applies in certain circumstances, where we would need access to your personal data to process your sales orders. When processing is restricted, we are permitted to store the personal data, but not use it. An individual can make a request for restriction verbally or in writing to the address above and we will respond to the request within one month.

Data Breaches

In the unlikely event of a data breach we will inform the Information Commissioners Office (ICO) and notify anyone we believe may have been affected.

Cookies are used on this website to keep track of the contents of your shopping cart. They are also used after you have logged on as part of that process. You can turn off cookies within your browser (see your user guide for instructions) and select to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

If you have any questions/comments about privacy, please email office@arkwildlife.co.uk

We realise how important it is to securely store any information you provide for us. We therefore maintain the security of our site with high level SSL encryption technology. You can tell when a page is secure because it displays a ‘https’ in place of the normal ‘http’ in the address bar in front of www.arkwildlife.co.uk. You will also see the little padlock in the browser window. We have applied the most advanced security software and technology currently available for online transactions and will keep this up to date at all times. You can therefore rest assured that we take your privacy, personal details and security of payment very seriously indeed.

Payment details are not stored and are sent back to us in token form. In the payment area you will see the ‘padlock’ (Click the address bar in Mozilla) symbol indicating a secure site and by clicking on the padlock more detailed security information will be revealed.

If you have any further queries or questions please e-mail us at office@arkwildlife.co.uk; or telephone us on 0800 085 4865.

Our site is verified by:

To give you more confidence shopping online with Ark Wildlife we have introduced Verified by Visa and Mastercard SecureCode, commonly known as 3D secure payments. To use this service you must register your card with the bank that issued the card. You can also register it during the checkout process.

Please Note: Your 3D secure password will be different from your website Login password and we do not have access to it even if you register your card through this site.

Promotional Codes and Voucher Codes

Anniversary Gift Codes, Voucher Codes and Gift Vouchers can be redeemed at Ark Wildlife online, by phone and in person (subject to website terms and conditions). They may be exchanged for goods of a price higher than the value of the voucher on payment of the difference. Gift Vouchers and exclusive Voucher Codes are valid for 12 months from the date of issue. Anniversary Gift Promotional Codes will expire on the last day of the third month following the month of issue. i.e. January Anniversary Gift Codes will expire after the 31st March. Anniversary Gift Codes, Voucher Codes and Gift Vouchers cannot be exchanged for cash or refunds.

Anniversary Gift Codes, Voucher Codes and Gift Vouchers are restricted to a single code to be redeemed in any one transaction regardless of the value of goods online, by phone or in person.

If any item purchased with an Anniversary Gift Code, Voucher Code or Gift Voucher is subsequently exchanged for an item of a lower price or refunded, any money owing will be held on credit for future use or by issue of a new code.

Anniversary Gift Codes, Voucher Codes and Gift Vouchers should be treated as cash. They are not cheque guarantee, credit or charge cards. Ark Wildlife cannot accept liability for lost, shared or stolen codes.

Ark Wildlife reserves the right to amend the terms and conditions of Anniversary Gift Codes, Voucher Codes and Gift Vouchers at any time and to take appropriate action, including the cancellation of the code without notice, if at our discretion, it considers such action necessary. This does not affect your statutory rights.

Anniversary Gift Codes are issued at the discretion of Ark Wildlife and no guarantee of availability is made. Furthermore anniversary promotions may be permanently withdrawn at any time at the discretion of the company.

Terms and Conditions

Terms and conditions are a legal requirement for all businesses and can appear a bit complicated and sound rather formal. However, you can rest assured that we comply with all regulations, follow best practice and provide you with better than statutory rights because we share your passion for the environment, nature and garden wildlife in particular.

If you wish to return an item please contact us by phone on 0800 085 4865 or email us at office@arkwildlife.co.uk explaining the reason for return and we will issue a returns reference and advise the best way to proceed. You will need to wrap the package securely and send it complete with all original packaging and instructions to:

Ark Wildlife Limited (Returns), Dog Kennel Farm, Charlton Road, Hitchin, Herts. SG5 2AB.

Please do not return any goods without an approved returns reference for your protection.

This returns policy does not affect your statutory rights.

If you receive a defective item please contact us on 0800 085 4865 to enable us to resolve any issue.

We take great care packing your order but damage in transit can happen. Please inspect all deliveries immediately to ensure your goods are correct and undamaged. Please notify us of any issues within 7-days on 0800 085 4865.

Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within 14 working days, beginning the day after the delivery date and the goods must be returned to us unopened and in their original condition. If you decide to cancel, please follow the instructions under Returns and Quality Promise section. This applies to all our products.

Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. If we arrange for the items to be collected we will deduct the cost of doing so from the amount refunded. As soon as we receive notice of your cancellation of this order, we will refund the purchase price for that item within 30 days.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.legislation.gov.uk/uksi/2013/3134/contents/made.

We hold large quantities of stock in our warehouses for all advertised accessories to ensure availability to despatch goods within the quoted time. We additionally blend and bag fresh food daily to ensure its quality and for maximum nutritional benefit for your birds and wildlife.

In the unlikely event of a delay in sending your goods we will advise you by email or telephone and the product will be despatched as soon as possible.

We select, test and make available for sale all the best food and accessories for garden wildlife.
Straight seeds, peanuts and mixes being natural products will vary in size and colour depending on the growing conditions. We source all food based on the following criteria a) Safety, b) Quality, c) Locality. This means all food must be certified safe for animal feeding (often to human grade), then we source a quality that offers significant nutritional benefit and then source the food as locally as possible. Please Note: The bulk of all bird food sold is made up of peanuts and sunflower hearts or their derivatives which cannot be grown in the UK.

Accessories and habitats are sourced from many different manufacturers and while we work closely with them in product development, they may occasionally change specifications or withdraw items without notice. Therefore all photos and descriptions in our website, catalogues and advertisements are for illustration purposes only; exact specifications and colours may vary and items may be withdrawn.

The terms and conditions apply to all transactions with Ark Wildlife Limited and by placing an order with us, you are agreeing to accept these.

Please note our terms and conditions can potentially change at any time, and it is up to you to check these regularly before ordering products in case there are any changes. On occasion, we reserve the right to refuse or cancel any unprofitable accounts or orders placed with us.

If you have any queries relating to our terms and conditions, please contact the Customer Service team before placing an order.