Shipping, tax and returns
Royal mail Cyber incident
Royal Mail is experiencing severe service disruption to our international export services following a cyber incident.
We are temporarily unable to despatch items to overseas destinations. We strongly recommend that you temporarily hold any export mail items while we work to resolve the issue. Items that have already been despatched may be subject to delays.
We would like to sincerely apologise to impacted customers for any disruption this incident is causing.
Our import operations continue to perform a full service, with some minor delays. Parcelforce Worldwide export services are still operating to all international destinations though customers should expect minor delays.
Our teams are working around the clock to resolve this disruption and we will update you as soon as we have more information. We immediately launched an investigation into the incident and we are working with external experts. We have reported the incident to our regulators and the relevant security authorities.
Please select courier service or we will ship when the situation has resolved.
As a global charity for parrot conservation and welfare across many countries and continents, we source our products from many locations and artisans delivering them worldwide.
Your order may be delivered in separate packages and at various times as we source products from our partners who ship them direct.
Types of shipping
We cannot be responsible for undelivered goods - this lies with the shipping companies and customs.
Standard and Economy shipping.
Standard shipping does not have tracking and we are not responsible for undelivered goods by this method. We will always offer as much assistance as we are able with postal dates, packaging descriptions, etc.
Tracked and courier shipping.
Packages are tracked, and we will inform you of your tracking number so you can follow the shipping. Please be aware that some countries do not support tracking and deliveries are only tracked to the border.
Not all print on demand products can be tracked it will depend on the supplier and country.
We use in the main Royal mail and UPS who pass these on to your countries postal service. Some countries only have a signature only not full tracking, please contact us if you are unsure.
Print on demand products
To able us to bring you a wide and exciting range of unique products use what is called ‘print on demand’ where goods are not produced until ordered and are made in different location in the world. Please check you are satisfied with the conditions before placing your order.
Multiple factors affect whether an order can be fulfilled and shipped from our Europe location. Those include product type availability, stock availability, and shipping address. Order routing happens automatically so the branch that's the best fit will fulfill an order.
Orders are shipped from the UK, Latvia, USA and some from Australia.
The World Parrot Trust only offers replacements for lost orders or faulty products.
Products are unique and produced to order, therefore, they are non-refundable. Once an order has been sent to production it is sent to the provider and you can no longer edit any details or cancel it. If the shipment details were incorrect, or the customer ordered the wrong size or colour, The World Parrot Trust is not responsible and will not offer replacements or refunds.
If you have an issue with your order, you have to contact The World Parrot Trust directly and provide all necessary information and photographic evidence. After investigation, we will determine if you are eligible to receive a replacement. Eligible replacements have no cost for you.
So we can offer a wide range of exclusively designed products we use print on demand suppliers in different countries. Products are printed when you order and this can mean different shipping times depending on the supplier and complexity of the print. 3-5 business days is the normal production time to add to the shipping time but this can be 7 business days in certain circumstances. Please allow 30 days average shipping time after production time, we cannot deal with undelivered items before 30 days. Unfortunately we cannot guarantee delivery before this time.
Once an item has been sent to production it cannot be changed.
The ‘mockups’ (The displayed images) are created digitally and due to computer and mobile screen differences may not accurately show the true colours. We do check a sample from each range and this will be displayed in the collection details. If there are big differences, we do withdraw the range until we are satisfied. Fabrics, by their nature, can some time not appear as bright as the screen representations.
Custom Duties and Import VAT
When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country including local and VAT in some countries. These charges will typically be due once the shipped goods arrive at the country of destination.
Who pays for customs fees?
You, The customer, pay the additional costs such as duties, taxes, and customs clearance fees. Import charges can vary widely but are most commonly based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.
We unable to predict which of these fees, if any.
As the threshold for the application of such charges may vary from country to country, please contact your local customs/ tax office for further information. Alternatively, you should check with your local tax advisor for more information.
Please note that the World Parrot Trust is not responsible for the collection or determination of any custom duties or import VAT costs.
How long will my order take (non print on demand goods)?
We aim to ship your order within a maximum of 7 working days (more normally within 3 days.). We will inform you if we think the order will take longer with reasons.
We are dependent on the postal system and shipping companies and shipping times vary from country to country. We do recommend tracked shipping to give some idea of transit times however tracking is only to the border in some countries. Please check before making your purchase and we will try to give you a rough time but ultimately it will be down to the shipping company.
When shipped UK to UK 2-5 days.
USA to UK and visa versa approximately 14 days. Please allow 30 days from the date of order plus production time. We cannot deal with enquiries before this time
Many countries such as Australia (depending on location), Canada and Africa along with some other countries can take up to 30+ days.
Please allow 30 days from the date of order.
If you need an order by a certain time its always best to check before placing your order.
- Custom or personalized orders
- Perishable products (like food or flowers)
- Digital downloads
- Intimate items (for health/hygiene reasons) including lingerie, swimwear, etc