Help

The following tips are offered to help you view the web site as intended. If you are still experiencing difficulties, or require assistance following the steps outlined below please email for assistance. If you are an inexperienced computer user or are unsure what to do, we recommend that you email our technical advisor.

Browser Tips

Subbuteo web pages are compatible with all modern browsers. If you are using an older web browser the pages may not display correctly.

You can download the latest version of your preferred web browser from one of the following locations:

Alternatively many computer magazines provide the latest web browsers free on their cover CDs.

This web site and many of the products shown are subject to Copyright and/or Design Right Protection. Other forms of registered intellectual property may exist from time to time in relation to certain products.

Subbuteo Natural History Books reserves all rights in its intellectual property rights. Copying, re-using or re-issuing any of the content of this site, including but not limited to, text, graphics, logos and software (code) is strictly prohibited without express permission from Subbuteo Natural History Books.

As part of our policy of continuous development, all specifications and prices may be subject to change. Weights and dimensions are approx, E&OE.

Subbuteo Natural History Books is a division of CJ WildBird Foods Ltd. (Reg. No. 2101581 England) a U.K. V.A.T. Registered Company, Vat Reg. No. 467846493.

Cookies

Cookies are small text files stored on your PC that allow information to be transferred across different pages of a web site.

If you are having problems with the online shop it may be that you do not have cookies enabled; they are used by our shop to "remember" the contents of your basket.

There are many things that can block cookies - firewalls, virus checkers and browser add-ons (like toolbars) as well as your own browser settings, all eventualities cannot be covered here. However to ensure that cookies are enabled in Internet Explorer:

Load Internet Explorer and click on the Tools menu and select Internet Options. In the Privacy section ensure that the setting is at medium (or make alterations by clicking on either the Advanced or Edit buttons).

Cookie permissions in other browsers can often be altered in a similar manner.

Click here to see if we can place a test cookie on your machine

Note: this test cookie contains only the number 1 and will be deleted automatically when you close your browser.

Complaints

We hope that you never have the need to make a complaint. However, if you do have a problem or query please call us on +44 (0) 870 010 9700, email info@wildlifebooks.com or write to us at:

Subbuteo Natural history Books
The Rea,
Upton Magna,
Shrewsbury,
Shropshire,
SY4 4UR

We will acknowledge your complaint by letter or email within five working days and we aim to resolve complaints with 14 working days. If, for some reason, we are unable to resolve the issue within the deadline we will keep in contact with you to explain the situation.

Delivery

Products should be delivered within three or four working days of ordering (for items in stock to be delivered within the UK) but if there are any problems or delays we will contact you to keep you informed.

Postage for UK delivery is still only £2.50 per order (for 'in print' titles*).

Orders over £50 are post free

For international deliveries, please contact us for a quote - postage cost will be calculated dependent on the book weight and delivery address.

*Books not yet published will be charged at the appropriate postage rate when they become available

JavaScript

In order to view our on-line shop correctly, browsers must support and have javascript enabled.

If JavaScript is supported by your browser, but you are still having problems it may be disabled.

To check whether JavaScript has been enabled in Internet Explorer, click Tools on the menu bar at the top of the browser window, Internet Options, select the Security tab and click the Custom Level... button. Scroll through the settings and check that Scripting of Java applets has been enabled.

JavaScript can be enabled/disabled in the options or preferences of most browsers in a similar manner.

If these tips have not solved your problem or you have suggestions as to what we should include on this page,
please email us.

Automatic JavaScript Check:

Note: if there is no text regarding JavaScript support immediately before this line, then your browser does support JavaScript, but it is most likely disabled.


Pricing

  • Prices are correct when loaded onto the website, but are subject to change without prior notice.
  • We endeavour to stock as many titles as possible, but due to the large range we offer occasionally some titles are ordered on request.
  • Not all of our suppliers advise us of price increases until an order is placed. If this occurs we will always inform you of any prices changes before your order is processed so that you can advise us whether or not you wish to proceed.

Payment

We accept all major credit and debit cards over the net. Please be aware however, that payment will be taken by our parent company CJ Wildlife and the transaction will appear as 'CJ WILDBIRD FOODS LTD' on your card statement.

If ordering by post and including a cheque please make the cheque payable to Subbuteo Natural History Books Limited. Our postal address is:

Subbuteo Natural History Books
The Rea,
Upton Magna,
Shrewsbury
SY4 4UR

Alternatively place your order by calling us on 0870 010 9700 (if you're calling from outside of the UK please call 0044 870 010 9700).

Lines are open from 9am - 5pm Monday to Friday excluding bank holidays. An answering machine is in operation outside of these hours. If you wish to place an order this way please leave the following information in your message:

  • your name
  • address including postcode
  • telephone number (important in case we have any queries relating to your order)
  • customer number (if you have one)
  • Product codes/clear description of the items you wish to order
  • card details (including expiry date and switch number if applicable)
  • any delivery instructions

Alternatively, if you wish to leave a message please leave your name and telephone number and we will return your call as soon as possible.

Privacy Policy

We would like to retain your details to fulfil your order, for internal marketing, research and analysis and to contact you about products and services from Subbuteo Natural History Books and CJ WildBird Foods Ltd.

If you do not want us to use your information in this way, please contact us by post, telephone, fax, or email info@wildlifebooks.com.

We do not sell or make available your details to any third party for its own use.

We do not send random marketing emails to personal email addresses (spam).

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

The type of information we will collect about you includes:

  • your name
  • address
  • phone number
  • email address
  • credit/debit card details

We aim to ensure that information we hold will be accurate and up-to-date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct them.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

If you have any questions/comments about privacy, please email info@wildlifebooks.com.

If you know the product code of the item you wish to order, simply enter it into the Quick Search box located near the top left of the screen. Any terms entered into the Quick Search will match information about products based upon the product code, ISBN number, title, author(s) and descriptive text, the results will be filtered and ordered according to a relevance weighting system.

Should you wish to more accurately define your search you can do so by clicking on the "Need a detailed search?" link just below the quick search.

You can also browse our product list through the menu system on the left - although certain items (particularly older 'Out of Print' items) may not be categorised. There is also the ability to search within categories using the category quick search that appears near the top of each category page - this works the same as the Quick Search but is limited in scope to only those books in the category you are browsing.

Returns & Guarantee

We have complete confidence in all our products and therefore have no hesitation in offering a "no quibble" guarantee. Great care is taken by our staff to ensure your books arrive in a satisfactory condition. Should this not be the case, please return the damaged items within 5 days of receipt and we replace them or offer a full refund, whichever you prefer.

Please note: some titles, published and/or imported from overseas occasionally arrive in substandard condition. This is regrettably beyond our control.

To return an item:

If you wish to return an item, please inform us by calling +44 (0) 870 010 9700. Wrap the package securely and send it to the address below, enclosing a note giving your contact details and the reason for the return. In the case of a defective product, please also provide a full description of the fault.

Subbuteo Natural History Books
The Rea,
Upton Magna,
Shrewsbury,
Shropshire
SY4 4UR

For your protection we recommend that you use a recorded-delivery service.

This returns policy does not affect your statutory rights.

Cancelling an item:

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within 7 working days, beginning the day after the delivery date.

If you decide to cancel, please inform us by calling +44 (0) 870 010 9700 and then return the goods to us unopened and in their original condition.

This applies to all our products. However, we regret that we cannot accept cancellations of contracts for items where the packaging has been opened.

To cancel your contract, return the item to us with the delivery note and a note confirming that you wish to cancel, and stating your contact details and customer number.

The return address is the same as above.

Please Note: 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.

Security

The Subbuteo Online Shop uses industry standard Secure Socket Layer (SSL) technology and server certification to ensure secure transactions.

Delivery and payment details are not stored on the secure server and are sent to us in encrypted form. In response to customer demand we have now modified the design of our secure pages slightly so that the "padlock" symbol indicating a secure site displays prominently in the browser window. Clicking on this symbol will display more detailed security information.

If you have any queries or seek further reassurance, please email our system administrator. Alternatively, you can telephone your order on +44 (0) 870 010 9700 or fax us on +44 (0) 870 010 9699.

Security Settings

If you are having difficulties viewing our on-line shop and are using Internet Explorer, you may need to change your browser's security settings.

To do this, click Tools on the menu bar at the top of the browser window, Internet Options, and select the Security tab. Change the security setting to medium.


Web Accounts

Web accounts are separate from your main Subbuteo customer account, are entirely optional and are used only for holding address details on the website - so why create one?

Why create a web account?

Your web account saves your primary address so that you need not enter it for each order you place. In addition, should you enter alternate delivery addresses, those are saved as well and can be quickly recalled for re-use in the checkout.


Stored delivery address example

You can also see any previous orders you've placed online through your web account and, with the click of a button, add the entire contents of a previous order to your shopping cart.


Order history example

Without a web account you cannot redeem promotional codes since these codes may have eligibility restrictions. If, for example, you are eligible for a discount on your first order, the website needs to know that you've not ordered before and it can't (reliably) know this without you being logged on.

I already have a Subbuteo account, why can't you create my web account automatically?

The primary reason we don't do this is because, unlike your main Subbuteo account, web accounts need to be associated with a valid email address and require a password. Our back office system doesn't store passwords nor require email addresses so this information isn't available to create web accounts.

How secure are web accounts?

All of the account management and checkout pages, including the login pages, are under the SSL (Secure Socket Layer) which means that any data transferred between your PC and the website is encrypted. This includes both your email address and password when logging in.

However, a good password is the key to security; passwords must be at least 6 characters long or the site won't allow them. Your password should never be a "real" word (one that can be found in a dictionary) and should contain a mixture of numbers and letters (both upper and lower case) - this is true of any password you may need to use.

How do I create a web account?

Web accounts can be created during the order process, or should you wish to create one in advance, you can do so by simply clicking here and filling out the form.


Subbuteo Books Follow and Tweet Prize Draw - Terms and Conditions

To enter the Subbuteo Books 'Follow and Tweet' prize draw, you must be 18 and over and a UK resident. The prize draw is not open to employees of Subbuteo Books. One entry per twitter account. We reserve the right to reject entries from suspected duplicate accounts.

To be entered into the 'Follow and Tweet' prize draw, you must follow @SubbuteoBooks on Twitter and re-tweet the message as directed on Twitter. Prize and closing dates will vary and shall be disclosed via the competition post on the Subbuteo Books Twitter feed.

One winner will be randomly selected from all valid entries. The judge's decision is final and no correspondence will be entered into in this regard. The prize is non-negotiable and non-transferable. By entering the prize draw, entrants agree that, if they win, their details including their first name and Twitter username may be published on Subbuteo Books Twitter page or made available to anyone requesting details of the winners. Unless the entrant states otherwise, entering the prize draw gives Subbuteo Books permission to use the entrant's details in future marketing activities and communications.


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