Vine House Farm - Frequently Asked Questions

These are some of the most commonly asked questions. If you have a question that is not listed you can suggest a new FAQ by sending us a message form the contact us page.

I have an account but I can’t log in?

If you have registered an account online, you will need to enter your email address and password. If you have forgotten your password and cannot log in please click the ‘forgot password’ link to reset your password on the login page.

Can I set up an online account?

Yes. Ordering is much easier and quicker with an online account and we keep useful information such as your order history so you can refresh your memory on what you usually order and repeat orders easily. Register as a new customer here.

Do I need to register before I can make a purchase?

No. You can make a purchase as a guest and will be given the opportunity to set up a customer account at the end. Setting up a customer account will make future purchases quicker as we save your order history so you can re-order what you had last time easily.

I'm having problems ordering online

View our guide to ordering as a registered customer or if you're not already a customer please see our guide to ordering as a new customer. If you are still experiencing problems please call us on 01775 630208.

How do I update my email address?

To do this you have to log into your account by entering your existing email address and password. View your billings details and enter your new email address in place of the old one. Guide to updating your email address.

How do I search for a product?

You can find out if we sell a product by typing in the product name in our search bar at the top right hand side of this page. Alternatively you can go to ‘our shop’ pages and then click on one of the categories to view our full range of bird food, feeders and accessories.

How do I change my password?

When you first register to order online you will have been provided with a randomly generated password. Changing this password to a memorable password of your choice is easy. Simply login and go into 'My Account' and click on the button that says 'Change Password'. Here's a helpful step by step guide to changing your password.

How do I order a catalogue?

To order a catalogue fill in your details on our contact us page and we will happily send you one.

How safe is your site?

We believe that ordering online with Vine House Farm is completely safe. We use industry-standard encryption to protect the confidentiality of information you submit during checkout. We use 128-bit Secure Socket Layer (SSL) encryption to protect that information in transit and at no point are your payment details held in clear text on any site

Are there any extra charges beyond the prices quoted?

No. The price shown on each product is the price you pay. VAT is already included were applicable and there are no additional delivery costs on top when you go through to the checkout.

What happens if nobody is at home to take the delivery in?

We have a no signature contract with UK Mail so you do not need to be in when delivery is made - just tell us where to leave it when you order.

Can I track the status of my order?

Yes. You will receive an automated email or SMS text letting you know your parcel is on its way. This will include a consignment number which can be tracked on UK Mail’s website.

How do I unsubscribe from your email list?

The easiest way to do this is to click on the unsubscribe link at the bottom of one of our emails. This will recognise the email address to which we have sent the email and remove it from our email list.

What is, and how do I contact, the Online Dispute Resolution Platform?

When consumers have a problem with a trader regarding a product or service they bought, they can settle their dispute out-of-court through an Online Dispute Resolution (ODR) procedure.The link to the ODR platform is:http://ec.europa.eu/odr