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 from 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. 

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

If you are 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, you can then go into your account and change your email address along with other settings.

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 click on one of the categories in the main menu 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 be able to choose a memorable passoword. To change your password simply login and go into 'My Account' and click on the button that says 'Change 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 where applicable and there are no additional delivery costs for orders being delivered to mainland UK. Scottish Islands do attract an extra charge please visit our delivery page to see affected postcodes

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

We have a no signature contract with DHL so you do not need to be in when delivery is made - just tell us where to leave it when you order on the checkout page

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 DHL’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