Order your gifts online and collect them from ZSL London Zoo or ZSL Whipsnade Zoo for FREE
Orders are ready for collection within 5 days
(This excludes weekends and UK bank holidays)
Important note on animal gift experiences:
Our gift experiences are vouchers and need to be redeemed and booked in advance. If you buy a gift experience with our Click and Collect service, you will not necessarily be able to take part in the experience on the day of your collection.
Where should I collect my order from?
ZSL London Zoo
If you select to collect from ZSL London Zoo, your order will be waiting in the Main Gift Shop located at the exit of the Zoo. As the main gift shop is located inside the Zoo, you will need a valid admission ticket to reach the gift shop. If you do not have a valid admission ticket, then please go to the East Service Gate and someone from the gift shop will be called to help you pick up your order.
Winter season Click and Collect opening hours at ZSL London Zoo are Monday to Sunday 10am to 4pm, (your order will be available from 12noon on the date of collection).
ZSL Whipsande Zoo
If you select to collect from ZSL Whipsnade Zoo, your order will be waiting in the Visitor Centre located at the entrance of the Zoo. You do not need an admission ticket to enter the Visitor Centre, just let a member of the team know you have come to collect an online order and they will direct you to the collection point in the gift shop.
Winter season Click and Collect opening hours at ZSL Whipsnade Zoo are Monday to Sunday 10am to 4pm, (your order will be available from 12noon on the date of collection).
How long will it take for my Click and Collect order to arrive?
It takes 5 working days from when you placed your order, for it to arrive at your chosen Zoo. This does not include weekends and UK bank holidays.
How will I know my Click and Collect order is ready to pick up?
Your confirmation email will tell you the date and time your order will be ready to collect and confirm your chosen Zoo.
You can also double check your collection information in your ZSL Shop account. Just log on and look at your past orders and it will confirm the date, time and Zoo there.
What time shall I pick up my order?
Any time after 12noon. Please double check what time your chosen Zoo closes, as this does change seasonally.
What do I need to bring with me to collect my order?
Please bring a copy of your order confirmation with you (showing the confirmation email on your phone or tablet is fine) and a form of photo ID, such as your driving license. If somebody is collecting on your behalf, they will need to show the order confirmation and have a form of photo ID.
All orders must be signed for upon collection.
How long will my order be available to collect?
Once your order is ready for collection, we will keep your order at your chosen Zoo shop for three weeks only.
Any orders that have not been collected within this time frame will automatically be returned to our warehouse, and we will contact you to arrange a refund.
Please note that items that have been personalised, such as Animal Adoptions, cannot be refunded.
I have lost my order confirmation email!
Please double check your junk mail folder in your email account as sometimes our order confirmation emails can end up there by mistake.
If you still can’t find it, log back onto your ZSL Shop account and look at your past orders. Your order number and collection information will be there.
Otherwise get in touch with us and we will be able to look up your order confirmation and resend the email.
I can't / couldn’t collect my order, what shall I do?
If you would like to nominate someone on behalf of yourself to collect the item, please ensure you forward your order confrimation to that person, as they will need to show this at the zoo shop.
Once your order is ready for collection, we will hold your order at your chosen Zoo for three weeks only, after that it will be returned to our warehouse and we will get in touch to arrange a refund.
Please note that items that have been personalised, such as Animal Adoptions, cannot be refunded.
How can I return my Click and Collect order?
You can return your order or items at the Zoo gift shop or can post it back to us. For more information on this please click here
If you have any questions about Click and Collect, please contact our team by emailing us at shop@zsl.org