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FAQ's

Payment

What payment methods do you accept?

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We currently accept all major credit and debit cards, as well as PayPal and Apple Pay.

You do not need a PayPal account in order to make a purchase.

Simply follow the checkout steps via our secure site using your preferred method of payment.

Do you sell gift cards?

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Yes we do! To buy one of our e-gift cards, please click here

Please note. If you buy one of our e-gift cards, this is only valid to use online and will be sent to you electronically via email.

How do I purchase a gift card?

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Our gift cards can be purchased online.

To purchase one online you simply add it into your basket like you would a normal product.

Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours.

To buy one of our gift cards please click here.

Do you offer discounts?

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Throughout the year we may offer discount codes or offers in our SALE section. 

My discount code isn't working

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Firstly, check that you’re entering the discount code correctly and check that the code is still in date and has not expired.

Secondly, check the terms and conditions of your code, if the item is in sale or in a certain category the discount may not be valid on this product.

If it’s still not working, please email us below and our team will be able to advise you further.  

Delivery

How much does shipping Cost?

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UK:

UK shipping is FAST & FREE on all orders*

INTERNATIONAL:

EUROPE:

Shipping on standard** sized parcels is £14.99. 

OUTSIDE EUROPE

Shipping on standard* sized parcels is £24.99. 

*A select few of our items are either too fragile or too large to be shipped. These will state that they require "white glove shipping" on the product description and will require collection or private courier which will be charged at cost. 

**A standard sized parcel is what would be allowed to be sent through the Royal mail. A parcel no bigger than a combined length, width and depth of 90cm. Items over this size will state on the product description to contact us for a tailor made quote. 

How long does delivery take?

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UK:

We aim to dispatch all orders within 48 working hours.

We either ship via Royal Mail 1st Class Signed For (1-2 Days), or Parcelforce 24hr. 

Larger items may take longer to package and may be sent via Parcelforce 48hr Large. 

INTERNATIONAL:

International orders are dispatched within 48 Hours and sent via Royal Mail Tracked and Signed for.  


Europe: 3-5 working days
R.O.W.: 1-3 Weeks

Who will deliver my order?

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We currently use Parcelforce and Royal Mail to courier all of our UK items.

Worldwide orders are currently sent via the Royal Mail.

Can I track my order?

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Yes! All of our shipments are trackable.

Once your order is packaged and despatched you will receive an email with a tracking code, where you will be able to follow the progress of your item. 

I haven't received my tracking number

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Please check the email you used when you checked out.

If your PayPal is connected to an older email it is possible that it has been sent to that.

Tracking information is directly sent to the email you provide via our courier upon collection from the store.

If you still can't find it please contact us below and we will be able to provide you with your code. 

What should I do if my order is missing?

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Please check your tracking information prior to contacting us. The parcel may be waiting for collection at your local post office. 

If you are in the UK and have not received your order within the allotted delivery time frame, please notify us by email within 7 days of the date on which you ordered the products.

For international customers, please allow up to 16 working days before contacting us regarding a missing order.

My Parcel says it was delivered but I don't have it?

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Should you have received a delivery confirmation but are not in possession of the item please check the following:

- The delivery address you have provided is correct. You can check this on your order confirmation 

- The parcel has not been delivered to a neighbour or another member of your household.

- If delivered to a work address it has not been delivered to another member of your office or mailing room. 

- Have you received a delivery card with instructions on how to collect your item?

If you have done all of the above please contact us and we will open an investigation ticket with the appropriate delivery partners.

Please note we are unable to process a refund until this investigation is completed. 

Do you ship worldwide?

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Yes we ship worldwide with most* of our items.

*Due to wildlife or import/export laws we may not be allowed to export some insect frames. 
Each item on the store will either say "UK ONLY " EU ONLY or "Can be shipped worldwide"

If you are still unsure if an item can be shipped to you please contact us. 

Will I be charged customs and import fees?

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Custom and Import charges are charged once an item has arrived in its destination country.

Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country.

We would advise that you find out what these charges may be before you place your order.

Custom or Import Charges are not applicable for orders within the EU. 

Orders

Where is my order?

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Your order should arrive within the time frame advertised, which you can double check in your order confirmation email.

You should also receive a tracking link in this email so check this out for any delivery updates.

If the delivery time frame has passed and you’ve still not received your items, please get in touch with us below.

Can I cancel my order?

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Once you have placed an order with us our team work hard to make sure we are promptly packing and despatching your order, therefore once your order has been shipped we are unable to cancel the order. 

If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us us for a full refund within 14 days of receipt.

If you need further information, please view our returns policy.

Can I amend my order?

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As soon as you place your order, we work on the dispatch process as quickly as possible, if you decide you want to amend your order please contact us below and we will try to accommodate where possible.

However, please note that once the order has been dispatched we will not be able to make any amendments to it, so if you no longer want your item or would like to exchange for something different, please contact us or view our returns policy for more information. 

What if my order is being sent to the wrong address?

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Please contact us immediately  so we can attempt to alter the address prior to despatch. If the parcel has already been despatched then we will contact the courier on your behalf. 

I haven't received an order confirmation

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Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout.

If for some reason, you did not receive this email, please check your spam/junk folders.

If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

What do I do if I've received the wrong item?

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If you’ve received the wrong item in your order and you're a UK customer, please contact us and we will send you a free returns label to drop the item off at your local post office. Once the item is back with us in the condition it left then we will replace it for the correct item. 

If you're an international customer, please contact us below where we will be able to advise you further on the next steps.

I haven't received all of my items.

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If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an email from us regarding out of stock items. 


It is also possible that your order may have been split to be sent in separate parcels and sent via different services. Log into your account and check for multiple tracking codes. 

I've bought a gift card, can I cancel or return it?

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Unfortunately our gift cards are non-transferrable and cannot be cancelled or returned.

Entomology Frames

How do you source your insects?

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All of our insects are sourced from conservation farming operations worldwide, and then set by our professional entomologist here in the UK.

For more information on this please visit this page 

Are the insects protected?

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The majority of our insects are not protected species. 

We do stock several Birdwing species, which are protected to ensure they are not over-collected. All of our birdwing butterflies come with a "CITES Number" which means they were legally collected and are legal to sell within the EU. This number can be found inside the back of the frame. 

How are your insects preserved?

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All insects which are preserved for study or framing are essentially dried out. Our entomologist will "set" the insects, where the wings are spread. They require very little upkeep to keep them in perfect condition. 

How do I look after my entomology frame?

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Ensure you keep your frame away from direct sunlight and moisture. 

Direct sunlight and UV rays will bleach colour from insects, as with any natural material. 

Keep the frames away from moisture as they may cause mould to form on the insect.

Around spring time inspect the frame for "museum mites". These are tiny creatures which eat any natural material and are the bane of museums and taxidermy collectors.

Help! There are bugs eating my bug!

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Before our insects are framed they are treated to ensure that there are no mites present but they can be found in most homes and gardens and make their way into frames. 

If museum mites have found their way into your frame then it needs to be put in a plastic bag and placed in the freezer for about a week. 

This should kill all the mites and prevent further damage. 

Museum mites can be tracked in from a garden, by pets or fly into homes and nest in carpets and fabric. 

There is currently no possible way to stop them getting into frames and Natural History museums spends millions each year to prevent mite infestations. 

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