Insect Lore

Growing Butterflies since 1969

Delivery & Returns

  1. Delivery & Returns
  • Delivery
  • Returns
  • Ordering
  • Vouchers

Delivery

Once my order is placed online, how long until I receive my butterflies?

Caterpillars are dispatched Tuesdays and Fridays (weeks including a bank holiday will differ).

All non-live orders leave our offices within 2-10 working days, unless the item(s) are out of stock. We will endeavour to send live caterpillar orders by Friday of the week you specify. (March through to September only). Please pre-order for the week you would like your caterpillars. (If delivery is required for the first two weeks of June, please pre-order at least one month beforehand to ensure availability.) All other live orders are sent from another laboratory and will be with you within one to three weeks.

Delivery time for Mainland UK is approximately 2-4 working days depending on your destination, please allow 1 week for orders outside of the UK.

Next Day Delivery is not available for insects and critters as these items can only be dispatched on certain days. If you would like us to arrange a Next Day Delivery service for an order containing caterpillars please call our office on 01726 860273. Please note we can only dispatch caterpillars on certain days. The Next day Delivery service will be from the available dispatch day.

Mainland England, Wales and Scottish Lowlands: For orders up to £75, please add £4.95. For orders more than £75, carriage is free. For orders containing only one refill set of caterpillars (item 102), delivery is only £2.99.

Scottish highlands, Channel Islands, BFPO, Northern Ireland, European and Remote areas: Please call/email for shipping costs - we will be happy to provide a quote.  Unfortunately due to your location and the size and weight of your order there may be an additional shipping charge required.


Returns & Replacements

Before returning anything, please call 01726 860273 for a return authorization number. Packages returned without this number cannot be accepted.

All claims for missing items, damaged goods, or defective merchandise must be made within 10 working days of receiving them (in the event of missing goods please contact us within 10 days of expected receipt of the goods). If returning an item, please use the original box and include all paperwork.

Merchandise returned will be credited to your account or refunded to your bank, if in saleable condition.


Ordering

I'm having trouble ordering online, what can I do?

You can order by Phone, Fax, Post or Email!

Ordering By Phone:

Call our customer service team 01726 860273 Monday - Friday, 9.00 – 17.00 GMT.
We accept Visa, Visa Debit, Mastercard, Switch and Maestro. Please have your credit card ready before calling.

Ordering By Fax:

If ordering from a school, organisation or institution, please fax your order on company letterhead or on our order form. Please include an official Purchase Order Number.

Ordering By Post:

Insect Lore, Unit 11 Indian Queens Trading Estate, Warren Road, Indian Queens, Cornwall, TR9 6TL
Download Order Form (pdf file)

Do you accept Purchase Orders?

Please visit our educational site for the option for schools to buy using purchase orders. We will accept school purchase orders by Post, Email, Fax, Online or Phone. You may also place an order on your own letterhead or on our order form.

What about ordering live critters?

If you are ordering live specimens please make sure you are ready to use them and plan ahead for any holidays. All shipments containing live materials must be opened immediately upon receipt. If you are a school and your orders arrive at a main office/site, make arrangements to have your living materials handled. We cannot be responsible for live shipments that are left unattended.

How do the kits work if I order one with a voucher?

The vouchers are redeemable for live insects and critters. Vouchers are like money in that they're worth the value of your live shipment. They are great as a gift because that way the recipient is able to choose when to order the live portion of the kit. If you order vouchers, put them in a safe place and we recommend you make a note of the unique code. Your original vouchers must be returned by mail or redeemed online using the unique code before the live specimens can be shipped.

We cannot redeem vouchers by phone and cannot be responsible for lost vouchers.

What if I've lost my voucher for the live shipment?

Each voucher that comes in a kit has a unique code on it that's "worth" the live critter shipment. Without the voucher code to redeem we will not be able to assist you.

How long will it take to receive my order?

All non-live orders leave our offices within 1-3 working days, unless the item(s) are out of stock.

We will endeavour to send live caterpillar orders by Friday of the week you specify. (March through to Mid-September only). Please pre-order for the week you would like your caterpillars. (If delivery is required for the first two weeks of June, please pre-order at least one month beforehand to ensure availability.)

Ladybirds are sent from another location and will be with you within one to two weeks, unless a future date has been requested.


Ordering Live vs Ordering with Vouchers

If you have any trouble ordering at all please just call our customer service team on 01726 860273 or email us sales@insectlore.co.uk and we will be happy to assist you with the process.

Ordering Live / Ordering with Vouchers:

If you are ordering live specimens please choose your dispatch date wisely. Consider the dates of upcoming holidays to ensure you do not missed a vital part of the insects development. As an example the Caterpillars can take between 3-5 weeks to change into butterflies.

All shipments containing live materials must be opened immediately upon receipt. If you are a school and your orders arrive at reception, make arrangements to have your living materials handled. We cannot be responsible for live shipments that are left unattended.

If you order a voucher, make sure you make a record of the code. This is for tracking purposes. Without this code will will not be able to track your order. Your original voucher must be returned to us by mail or redeemed online using the unique code before the live specimens can be shipped.

We cannot redeem vouchers by phone and cannot be responsible for lost vouchers.