Delivery & Returns
Vivara are open for business and we are delivering our complete range of products to customers throughout the UK. Orders can be placed in the usual way on our website, or by calling our customer service team on FREEPHONE 0800 012 9107 Monday-Friday, 9am to 5pm.
Delivery of Orders
We aim to process and despatch all orders on the same day if ordered by 12pm Monday to Friday (live foods and plants may vary). When you place an order, you will receive an email with the DHL tracking number for your delivery so you can track the progress of your parcel.
Next Day Delivery*
All orders placed before 12:00 are dispatched the same day on a next *working day delivery service. This is not a guaranteed delivery service and we cannot be held responsible for any delays by the delivery company. Please note, at very busy times, eg; bank holidays, there may be a small delay in the shipping of orders. Please note we are currently dealing with slightly longer delivery times than normal due to current covid working regulations.
We are following the governments advice to ensure we keep our employees and customers safe during this time. Where possible, many of our employees are now working from home, and we are following high standards of health and safety in our warehouse. Drivers will also be observing social distancing practices when delivering your parcels.
For orders under £20.00 we continue to heavily subsidise postage, packaging and insurance making it a very reasonable £3.25 per order, no matter what the size!
For your convenience, deliveries do not need to be signed for and can be made to an address of your choice.
If you give us specific delivery instructions (e.g. leave in garage) drivers will leave goods as requested.
This is only applicable on orders which are delivered by our courier. Smaller orders which are delivered by Royal Mail are subject to Royal Mail delivery terms and conditions, as a result specific delivery instructions will not be adhered to.
Your goods will arrive between 07:00 - 14:00 on the Saturday following our receipt of your order. Orders made on a Friday for the next day must be placed before 1pm.
As Live Foods are despatched by Royal Mail, these are exempt from our Saturday delivery service.
Deliveries To A Different Address
We can arrange to deliver your goods to a separate delivery address to your billing address if this is more convenient for you, or you would like to send items as a gift.
For your convenience, all invoices are sent to your billing address, and deliveries are sent to the delivery address without any invoicing - ideal if wanting to send your order as a gift direct to the recipient.
Delivery of Plants & Live Foods
In most cases plants will be despatched with the rest of your order (where applicable) and delivered to you by our courier on our standard next day delivery service. Live Foods will be delivered by Royal Mail, if your order consists of other types of products, they may be sent separately by our courier.
To ensure your plants or live foods are delivered to you in the best possible condition, if ordered after 3pm on a Thursday they will be despatched by Royal Mail the following Monday, the rest of your order (where applicable) will be sent by courier. This is to ensure that living products are not left in transit over the weekend.
Ordering from outside the UK
Unfortunately we are unable to deliver outside the United Kingdom from this website but we do have other websites specifically covering a number of European countries:
If you prefer to speak with someone or are looking to have products delivered outside of these countries you can call 0800 012 9107 or email firstname.lastname@example.org; our office opening hours are 09:00 - 17:00 UK time Monday - Friday
Our friendly and helpful staff will check that we can ship the items you are interested in to your location and confirm the shipping charge. If this is agreeable to you, we will process the order and take payment.
Right to Cancel
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last goods. To exercise the right to cancel, you must inform us (Vivara, CJ WildBird Foods Ltd, The Rea, Upton Magna, Shrewsbury, Shropshire, SY4 4UR. Tel 0800 012 9107. Email: email@example.com) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than:
- 14 days after the day we receive back from you any goods supplied, or
- (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
- if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. If we arrange collection of the goods, this charge will be £4.50. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Please call us on Freephone 0800 012 9107 if you would like any help or advice.