Here you'll find a list of our frequently asked questions. Don't find an answer to your question here? Then contact us or call us on 01517087115.
Do you ship internationally?
Yes we send worldwide, please enter your address during checkout and your shipping rate will be calculated. There are certain items we cannot send if they are oversized or too heavy but please contact us and we will arrange a shipping quote with a specialist courier.
What is your return policy?
Online orders: Please contact us prior to returning any item. Our return policy is 14 days for any reason and 28 days for if there's a fault or defect with the product of any kind so it's no problem getting you an exchange or a refund during these periods. Please return the item to:
The Scouse Bird Shop, PO BOX 304, LIVERPOOL, L23 5YL
We would suggest you use a tracked or recorded delivery service to ensure it reaches us but that is entirely at your own risk. Once we've received it back we'll have a replacement sent out or process your refund. Please include your order number in the parcel along with a return reason and whether you'd like a refund or exchange.
For faulty items, if we are not able to replicate the reported fault and it is outside of our 'any reason' return period then you will incur an admin charge to have the item(s) returned to you.
Some items are excluded from our return policy for hygiene reasons or for other specified reasons (for example, print on demand orders such as t-shirts, hoodies & jumpers or customised items). Please check all product descriptions carefully before placing an order.
In store: Our return policy is 14 days for any reason and 28 days for if there's a fault or defect with the product of any kind so it's no problem getting you an exchange or a refund during these periods. Please bring your receipt with you as proof of purchase; without this we cannot guarantee we'll be able to assist you.
***Please note*** If you choose to collect from store and you cancel your order after 14 days have passed and the item has since gone out of stock you will be charged a restocking fee of £5 or 10% of your order value, whichever is greater. If you choose to collect from store and fail to collect within 14 days and the item has since gone out of stock then your order may be refunded and you'll be charged a restocking fee of £5 or 10% of your order value, whichever is greater. We will keep an item for a maximum of 90 days. There is no cancellation of print on demand or customised items.
When will this year's Scouse Bird Diaries be coming into stock?
Scouse Bird Diaries arrive sometime in the Autumn and the pre-orders are usually opened sometime in late Summer.
Can I buy your items anywhere on the high street?
Yes! We have a small concession in Boutique 56 hotel on Stanley Street Liverpool. You can also order online and click and collect there.
I've chosen store collection as my delivery option, when will my order be ready to collect?
You will receive a text message or e-mail when your order is ready to collect. PLEASE BRING SOME ID AND YOUR ORDER NUMBER OR WE WILL NOT BE ABLE TO RELEASE IT. If you are sending someone else in to collect your order they will need a copy of your ID. Examples of acceptable forms of ID are: credit or debit card, passport, driving licence, recognised work pass (e.g. council or NHS).
What company do you use to send items?
All items are sent (and can be tracked provided you've chosen a tracked delivery service) via Royal Mail. Some international orders containing alcohol or over the weight allowance will be sent via UPS.
How long does it take for you to send an item?
As long as you haven't ordered a pre order or print on demand item, then any orders placed before 2pm Monday - Friday are usually sent on the same day. Orders placed after 2pm or during the weekend/bank holidays are sent on the next working day.
How much is shipping?
Please enter your address during checkout and all available shipping options you're eligible for will be offered to you.
Do you offer wholesale prices?
Yes on certain lines and subject to minimum order values. Please contact us for more info.
Royal Mail have notified me that my parcel has been returned to you, what now?
If the parcel is returned to us through reasons beyond our control (i.e. you did not collect it in time from the sorting office or input your address incorrectly when ordering) then when we receive an item back we will refund you minus the original postage costs or invoice you for shipping again and we can get it back out to you.
Who is Klarna?
Pay later in 3 interest-free instalments Frequently Asked Questions
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Scouse Bird Shop and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances.
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) and are only visible to you and Klarna, but not visible to other lenders.
Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
What happens if I cancel or return my order?
As soon as Scouse Bird Shop have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Scouse Bird Shop from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Scouse Bird Shop. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
What happens to my statement, when I've returned the goods?
Once Scouse Bird Shop has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
I've received a statement, but I've not yet received my goods.
In the event that your goods have not been received please call Scouse Bird Shop to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.
Klarna's Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply. klarna.com/uk/terms-and-conditions
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number. We refer to this information as “Order Information”.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
The Site is not intended for individuals under the age of 18.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at email@example.com or by mail using the details provided below:
The Scouse Bird Shop
[Re: Privacy Compliance Officer]
The Scouse Bird Shop 31/33 Tarleton Street Liverpool L1 1DS