Customer Service Questions
What is your VAT number?
Our VAT Number is: GB 650 610 763
Can I make one order for multiple addresses?
No, you will need to make separate orders for each address.
I lost my live insect instructions. Where can I find them?
You can find all our Insect Instruction Guides here Insect Lore’s Live Insect Instructions clicking here
I sent an email enquiry but do not seem to have a response yet?
We are a small team and endeavour to answer your emails as soon as possible. The office is closed at the weekends and Bank Holidays, so please allow us some time to catch up on our emails upon our return.
We sometimes find that our responses are filtered into spam/junk folders, please check this before contacting us once more.
Our parent company in the USA also has a very similar website, so it is possible you may have contacted them in error previously.
Can I redeem my live insect voucher online?
Yes! It’s actually faster and easier to redeem your voucher online! When you are prepared to receive your live insects, redeem your voucher using the 'Redeem Voucher' section on the menu bar.
I have lost my voucher, what do I do?
Unfortunately, if your voucher was part of a kit we have no way of tracing your voucher code. We are unable to replace these, as each code is unique to your kit.
If your voucher was purchased directly from us as an individual item only, not part of a kit, we may have a log of the code, please contact us via chat or by email with your order number and we will check for you.
Cups of caterpillars can be purchased without a voucher here.
I received a voucher in the mail, not live insects. What happened to my order?
Chances are you probably meant to order the live product and not the voucher version, both options are normally side by side on the product pages.
You can redeem the voucher at no cost using the 'Redeem Voucher' section on the menu bar.
I chose today as my delivery day for my live order, but nothing has arrived?
We regret any confusion, the date we ask you to chose is the send out/dispatch date, not a delivery date.
Delivery for Mainland UK is normally 1-3 working days from dispatch, or up to 1 week for other areas.
These times can be slightly extended around Bank Holidays.
My online order was due to be dispatched today but I have not received an email to confirm this, has my order not shipped?
Dispatch emails are automatically generated the evening of send out. If you have not received one by the next morning, please check your junk folder.
If you paid with Amazon Pay or PayPal, the email address linked to those accounts will have been used for your confirmation and dispatch emails. If you don’t have access to that email account, please contact us if you wish to check on your order status.
Orders made by post or over the phone will not receive a dispatch email.
What delivery service do you use?
99% of our orders are shipped with Royal Mail. If you order for outside of the UK, your order will arrive with your local postal company.
Bulky, high-value orders, or orders that have chosen a faster shipping option will normally be shipped via Parcelforce for mainland UK. If you are outside of mainland UK we may also use UPS.
How long does shipping take?
Your order will usually arrive between 1-3 working days after dispatch if you are based in mainland UK.
Delivery to the rest of Europe can take up to 10 working days.
These times can be slightly extended around Bank Holidays.
I live outside mainland UK, will my order cost me more to ship?
For large/bulky orders, we may require to contact you for additional shipping fees as our website is not able to work this out during check out.
Should this be the case, you will be charged the standard fee on our website and a member of our team will contact you via email to inform you of any additional charges required. Should you wish to avoid this charge, we can look and how the order can be reduced so it can be sent by standard mail, or of course you can cancel for a full refund.
Please feel free to contact us for a quote beforehand and we will be happy to assist. Please use our online chat service or the contact us page.
Do you send outside of the UK?
Yes, as well as non-Mainland UK, we also send to most countries in the EU and surrounding areas. Due to long transit times and customs, we are not able to send further than this.
Please contact us on chat or by email if you wish to check on a particular country or shipping cost.
Our parent company based in California covers shipping in the USA.
Do you ship to the USA?
No, we are unable to ship to the USA, however our Parent Company is based in California and covers the USA. www.insectlore.com
Can I place an order today and have it shipped later?
Yes. For certain Live insect kits this option is available online. However, if you do not see this option or you are not buying non-live items please give our office team a call where they will be able to help.
If I order a live kit to be dispatched at a later date will I receive the non-live part of the kit immediately?
No, if you order a live kit for a later date the whole kit will be sent together as a complete item.
If I order several non-live items and a live kit for a future date, will I receive the non-live goods immediately?
If the date you select for the live kit is more than 3 weeks into the future, we will normally send the rest of your goods immediately (voucher redemption add-on items are sent out with the live goods).
If the dispatch date for the live goods is less than 3 weeks into the future, we will wait and send everything together.
I've just realised I put the wrong delivery address on my order, can I amend it?
If your order has not yet entered our shipping department, or already been shipped, we should be able to amend it for you.
Please contact us via chat or phone if your order is due to go out imminently, alternatively please email us.
We are a school/nursery/educational facility, can we be invoiced?
Yes, educational settings have the option of being invoiced if they prefer. Please email purchase orders through to sales@insectlore.co.uk
Payment terms are 30 days from invoice.