Terms & Conditions



About Us

We are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us at sales@ernest-charles.com or write to us Ernest Charles Co., FREEPOST, 1st Floor, Broadoak, Bakewell Road, Orton Southgate, Peterborough, PE2 6YS.

Ernest Charles Co. Registered Company 3527752. Ernest Charles Feeds GB 218 E 1211 Suet Products CPH24/314/8006.

Call Charges:
Calls to 0800 numbers are free of charge from a BT landline, network charges will apply is calling from a mobile phone.

Complaints:
At Ernest Charles Co. we aim to exceed our customers' expectations at all times. However, if you are unhappy about any aspect of our site or the service you receive from us and would like to make a complaint, please contact us FREEPHONE 0800 731 6770, email us at sales@ernest-charles.com or write to us Ernest Charles Co., FREEPOST, 1st Floor, Broadoak, Bakewell Road, Orton Southgate, Peterborough, PE2 6YS.

Our right to vary these Terms and Conditions:
We have the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions in force at the time that you order products from us.

Changes to our Terms of Sale:
Any changes we may make to our Terms of Sale in the future will be posted on this page. These Terms of Sale were last updated on 18 June 2013.

Intellectual Property:
"The Ernest Charles Co." is a registered trademark of Parnell Land Enterprises trading as The Ernest Charles Co. We are the owner or the licensee of all trademarks, and all other marks, trade names, brand names, business names, illustrations, images, logos, registered or unregistered designs, copyrights and other intellectual property rights which appear on our site and in the material published on it. You may use these rights and the material solely for the purpose of using our site in accordance with these Terms of Use. You may not copy, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use any content on our site in any way except for your own personal, non-commercial use.

Making A Purchase

Making a purchase could not be easier. Just browse our online Catalogue, and any items that you wish to buy simply enter the quantity you would like and then click on the "add to basket" button to put them into your shopping basket. After you have finished your selection, click on "Checkout" and you will be asked for a few details that we need to process your order. The purchase of Products through our site is governed by our Terms of Sale stated here.

We accept credit card payment from most major providers. We accept Visa, Delta, Mastercard, Switch and other major credit and debit cards. You may send your credit card information via phone, fax, and traditional mail or over the Internet. We also now accept payments via PayPal. If your credit card is from a country outside the UK, place your order and your credit card company will convert the transaction to US Dollars or your own currency.

Cheques should be made payable to: 'Ernest Charles'

Advertised prices, product specifications and savings/promotions are correct at time of publication, but can change/be withdrawn without notice. Prices do not include delivery charges.

Discount/Voucher Codes:
Please note that only one discount code can be used per order. Each discount code can also be used once only. Discount codes may be valid for a limited time only.

Stockists
A selection of our top selling Ernest Charles Co. wild bird seed mixes (All Seasons, Songbird Delight, Flight, Feeder Banquet, Goldensong and Goldencrest) are now available in garden centres throughout the UK. Visit our stockist finder to find your nearest centre. If you cannot find a stockist in your area, please contact our customer services team on freephone 0800 731 6770, who will be happy to assist you. Please contact our customer services team on freephone 0800 731 6770, who will be happy to assist you in finding your nearest stockist.

Delivery and Handling

UK Mainland Orders:

A standard delivery charge of £3.95 will apply for all orders under £45.00. Orders of £45.00 or more will be eligible for free delivery worth £3.95. These delivery charges are valid only for UK Mainland postcodes, excluding the Scottish Highlands. If you live outside of the UK Mainland, see below for additional costs.

Non UK Mainland Orders

Scottish Highlands:
£6.00 for first pack (up to 25kg) and £4.00 for each additional pack.

NI & UK Off-Shore Island:
£9.00 for first pack (up to 25kg) and £5.00 for each additional pack.

For deliveries outside the UK, including the Scottish Highlands, Northern Ireland and UK off-shore islands, please contact us on 0800 731 6770.

International Orders:
Please contact us to obtain a price for delivery on all international orders. These will be despatched via Parcelforce Worldwide Standard Service. Charges vary per location. For heavier consignments and seeds, where there may be phytosanitary regulations, please contact us for details.

Expected Delivery Times:
Orders are dispatched Monday - Friday each week via a Next Working Day Delivery postal carrier (orders placed on a Friday should expect a Monday delivery). We aim to deliver within 1-3 working days to most addresses in the UK. Delivery to the Highlands and Islands may take a few days longer. Please note that deliveries over the Christmas and Easter periods may also take longer than normal.

Europe (selected items only - confirmed on receipt of order): 5-8 days

USA & Canada (selected items only - confirmed on receipt of order): 5-10 days

Far East and Australasia (selected items only - confirmed on receipt of order): up to 28 days

Rest of World (selected items only - confirmed on receipt of order): up to 28 days

If you would like your items to be delivered to the Scottish Islands, Northern Ireland or UK off-shore islands, please contact us on 0800 7316 770. If any orders to these locations are processed online with the standard delivery charge of £3.95, you may be subject to an additional charge.

Back Orders/Out of Stock:
If for any reason we are unable to despatch your order due to stock levels, or any other circumstance that may arise, we will endeavour to contact you informing you of the nature of the delay and, wherever possible, advise you of when we anticipate your order will be ready for despatch.
If your item is not in stock, we will back order for you. You will always be contacted with the option to cancel your order if you would rather not wait.

Same Day Dispatch:
Same day dispatch applicable for orders placed by 11.30am (inclusive), Monday - Friday. Excludes Bank Holidays. Orders placed with us until 11.30am inclusive (Monday-Friday) are dispatched the same working day. Please note that Ernest Charles Co. endeavour to dispatch all orders placed before 11.30am, however during busy periods this may not always be possible.

If you would like your items to be delivered to the Scottish Islands, Northern Ireland or UK off-shore islands, please contact us on 0800 7316 770. If any orders to these locations are processed online with the standard delivery charge of £3.95, you may be subject to an additional charge.
Back Orders

Collection:
Unfortunately we are unable to allow customers to collect from our busy milling and blending site.

Delivery Schedule

We aim to deliver within 5 working days to most addresses in the UK. Delivery to the Highlands and Islands may take a few days longer. Please note that deliveries over the Christmas and Easter periods may also take longer than normal.

If you would like your items to be delivered to the Scottish Islands, Northern Ireland or UK off-shore islands, please contact us on 0800 7316 770. If any orders to these locations are processed online with the standard delivery charge of £3.95, you may be subject to an additional charge.

Back Orders

If for any reason we are unable to despatch your order due to stock levels, or any other circumstance that may arise, we will endeavour to contact you informing you of the nature of the delay and, wherever possible, advise you of when we anticipate your order will be ready for despatch.

If your item is not in stock, we will back order for you. You will always be contacted with the option to cancel your order if you would rather not wait.

Tax Charges

For orders made from the UK or the European Union, VAT at the current UK rate is included where appropriate.

Credit Card Security

We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed and we use a certified SSL (Secure Socket Layer) Server. Orders are only decrypted after they reach our system. They are not held in clear text on any website.

Guarantee

We stand or fall by the quality of our products and service and believe they are second to none. However, there will be no quibble if they genuinely fail to come up to your expectations. Let us know within 28 days from the day of delivery and we will replace the product or refund the price. This does not affect your statutory rights.

Reaching Us

If you need to reach us, please e-mail us on sales@ernest-charles.com, alternatively, you can call on 0800 731 6770, or write to us at Ernest Charles Co., FREEPOST, 1st Floor, Broadoak, Bakewell Road, Orton Southgate, Peterborough, PE2 6YS.

Privacy Policy

We do not disclose buyers information to third parties. Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item.

Data collected by this site is used to:
a. Take and fulfil customer orders
b. Administer and enhance the site and service
c. Issue a unique identifier (e.g. customer login)
d. Monitor customer account status beyond that required for individual purchases
e. Only disclose information to third-parties for goods delivery purposes

Personal Information

When ordering any products from our site, you will be asked to complete a registration process. Information that you provide on our site must be complete and accurate. You must not impersonate any other person or entity or use a false name or a name that you are not authorised to use. From time to time we may make other services available which also require registration. We process personal information about you in accordance with our Privacy Policy.
We like to keep you up to date on all of our best offers and latest catalogues, however if you do not wish to receive any further marketing communications by post from us, write to us at Ernest Charles Co. OPT OUT, FREEPOST, High Street, Moulton, Lincolnshire, PE12 6QD. Ernest Charles Co. Registered Company 3527752.

Returns Policy

If you are not completely satisfied with your purchase for any reason, simply call us on FREEPHONE 0800 731 6770 or email enquiries@ernest-charles.com and we'll arrange collection of the goods and a replacement or refund. Unwanted items must be returned for exchange or full refund within 28 days of purchase.

Cancellation Rights:
You also have a right to cancel your order under the Distance Selling Regulations. If you wish to cancel you must tell us in writing via email at sales@ernest-charles.com or by letter to Ernest Charles Co., FREEPOST, 1st Floor, Broadoak, Bakewell Road, Orton Southgate, Peterborough, PE2 6YS.

Cancellation must be made 7 working days from the day after the date on which the products are delivered. Keep evidence of having given your cancellation notice, such as a certificate of posting. You must return the products to us in accordance with these Terms of Sale.

Reasonable care:
If you want to return or exchange your products, you must take reasonable care of them and they should be returned to us in their original condition, which means that:

o You can open the outer packaging to look at the products, excluding loose feeds.
o You mustn't try on the products wearing strong perfume/aftershave or a deodorant which may leave scent or marks on the products.
o Tags should not be removed from any item
o The original packaging should be retained and returned

If you fail to take reasonable care of the products before returning them to us, you may have to compensate us. Our returns policy does not affect your statutory rights in respect of defective products.

Risk and title:
The products will be at your risk from the time of delivery. Ownership of the products will only pass to you at the time of delivery or (if later) when we receive full payment of all sums due in respect of the products, including delivery charges.

Events outside our control:
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control including Acts of God, fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute (whether or not involving employees), or acts of local or central Government or other competent authorities. This does not affect your statutory rights.