FAQ

General questions

Q.  How can I return items?

Follow the returns process to make a return to us.

Q.  What is the returns, exchange and refunds policy?

Full details of our returns, exchange and refund policy can be found in our terms & conditions of business. You can also find an overview of this information on our returns page.
If your questions are still not answered, then please contact us.

Q.  Which items are excluded from the refunds policy?

The following types of items are excluded from our refund policy:

• Goods made to your specification Perishable goods (for example plants and food), Bedding items, personal grooming products, lingerie, cosmetics, pierced jewellery
• CD, DVD, tapes or other recording media, software or videos if their seal is broken.

These products can only be returned in accordance with your legal rights.
If you are unhappy with the quality of your purchase, please contact us to discuss further.

Q.  I have lost my parcel summary document, can I still return an item?

You can still return your item; just enclose your emailed order confirmation by printing it and add a covering letter (containing your name and address) and we`ll make sure your payment card is refunded as soon as possible.  Then follow the returns process to make a return as normal.

Q.  What information do I need to return an item?

We need the order number and the reason you wish to return the item.

Q.  How can I find the latest deals and offers?

Click here to find the latest offers for our website.

If you`re a registered customer then from time to time we may send you emails with discounts &/or promotion codes.  To sign-up for these deals you have to register with us.  You can register by clicking the `Your Account` link at the top-right of any page.

If you have already registered, then you can opt to receive our newsletter & emails from within your account settings pages. To change these, login to your account and click on the `My details` link on the page and select the options.

Q. How can I get a newsletter?

Simply enter your email address in the field at the bottom of any page, or login into your account, select "My Details" and check the appropriate options.

Q. How can I unsubscribe from marketing emails?

Login to your account, select the "My Details" link and uncheck the appropriate options to be unsubscribed from our marketing emails.

Q. How can I follow you on Facebook?

Visit us at www.facebook.com/ilikechickens, and click the "Like" button.

Q. How can I contact you?

You can contact us using a number of different means. Please visit our contact us page for full details.

Delivery Questions

Q.  How long will it take for my order to arrive?

Please consult our Delivery Page for full details concerning delivery time-scales.

Q.  Can I track my order??

Generally yes. We operate consignment tracking services with all our delivery agents. If you require this information please contact us for details.

Q.  Are you able to pre-notify me of my pending delivery?

Yes. Upon despatch you will receive an email from us confirming this. Please see our Delivery Page for further information concerning delivery timescale's.

Q.  Do you deliver or send products outside the United Kingdom?

Yes we deliver to a number of countries. You can find the list of countries we will ship goods to listed at the checkout.   However, we reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.

Q.  Can you get an order to me by express delivery?

This will depend upon your location and the weight of the order.  If the express service is offered simply select the option at the checkout.  If you require any special service we advise you to contact us prior to ordering.

Q.  Are there any places where delivery might take longer?

There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescale's.

Q.  What if I`m out when you deliver?

Deliveries will usually be made Monday to Friday, between 9am and 5.30pm.  If you or the intended recipient is not available, each time an attempt is made, our delivery agent will leave a card at the delivery address confirming that they have tried to deliver.  Follow the instructions on this card to rearrange delivery or to collect your products.   Please note that our couriers will only attempt delivery 3 times before they return your goods to us.  If this happens you will incur return charges & re-delivery charges if you wish your product sent our a second time.

Q.  What is the latest I can order to ensure next day delivery?

Please see our Delivery Page for full details of delivery time-scales, services and cut-offs.

Q.  Can my delivery be delayed for any reason?

We always endeavour to ensure a comprehensive delivery service, but cannot be held responsible for any delays that are outside our control.  Where any delay is likely, or we learn of a likely delay we will notify you as soon as practical.

Q.  My delivery appears damaged, what should I do?

If you are aware of any damage to your delivery at the point it is delivered you must sign for the delivery as ‘Damaged’.  Do not sign for deliveries as ‘unchecked’.  If you discover any damage either at the time of delivery, or upon opening, you must contact us as soon as reasonably practical, quoting your order reference.

Please DO NOT return items to us until you have contacted us.

Q.  Where is my order?

If an order is shipped by us using Royal Mail and does not arrive in a timely fashion (2-3 working days after dispatch), you must wait 15 working days from the date of posting before claiming from us for the order.

Royal Mail stipulate that we have to wait this length of time before the order can be classed as `Lost in Transit`.  Unfortunately there is little we can do once we have shipped the order to you until this time has passed.   Once it has passed we then have to go through the process of claiming from Royal Mail and will liaise with you about this.

If however your order has been shipped using a courier, then contact our customer service team and let them know about the missing order.  We can then track the order for you, and advise as to where it is, and when it is likely to be delivered.

Payments & Offers

Q.  Which payment methods do you accept?

We accept: All major credit cards including Visa, Visa Debit, Visa Electron, Mastercard, Solo and Maestro/Switch cards together with PayPal and I Like Chickens Gift Vouchers.

All payments taken online are conducted using our secure site and our payment providers SagePay and PayPal.

Q.  Why won't my promotion code work?

Have a look at the terms and conditions and validity period of the promotional code you`re using.  If the code is valid, your order is eligible but if it`s still not working, then please contact customer service.

Q.  How do I use a promotion code?

You can use a promotion code with an order at the checkout, prior to any payment being taken. To use a promotion code:  

1. Do your shopping and proceed to checkout as normal.
2. At the Checkout page, enter the code into the Promotion Code box and click APPLY.
3. Repeat this process if you have another promotion code that can be used in conjunction with the first offer.

You’ll see that the promotion has been applied to your order after you hit the APPLY button.  If the promotional code has expired or has any other problem you will be advised of this on the page.

Q.  Can I use more than one promotion code with an order?

Yes, you can use more than one promotion code with an order as long as you're complying with the terms & conditions of the promotional codes being used.

Q.  How do I check if a promotion has been applied to my order?

On the payment page, you'll see in the 'Order Summary' box whether any promotions have been deducted from the order total.

Q.  Can I trust you with my credit card details?

We take our customers data security very seriously, which is why we encrypt all commercial transactions using a 128 bit security key issued by Thawte.  You can check the validity of our details and encryption certificate by checking your web browser.  Further, we use either SagePay or PayPal to handle all interaction with you when collecting & processing your credit card details.  Lastly, we don`t store your credit card details in any system or server, so you can have total confidence that your details remain your own.

Q.  Is VAT included in the prices shown?

Yes, VAT is charged at the appropriate rate on each product and included in all prices shown.  Your order confirmation will show the amount of VAT you have paid. 

Company & Website

Q.  What is your privacy policy?

Please click here to read our full privacy policy.

Q.  How can I change my name, email address or password?

Login to your account by clicking "Login" available at the top-right of any page.  Once you have signed in to your account you will then be able to change all aspects of your account information.

Q.  Where can I find a list of my past orders?

Your past orders can be viewed from "My Order History" page of your account.  To access this page, Login to your account.

Q.  I`ve forgotten my password, how can I regain access?

Click the "Forgotten Password` link on the Login page and follow the instructions.

If you still have problems, then please contact us.

Q.  How to I create an account?

To create an account with us, click the "Register" button, available from the drop-down menu at the top right-hand corner of any page on the site.