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FAQ's


Here you will find the answers to some of our most frequently asked questions. If you are still not sure or need more information, contact us. We are here to help!


Popular questions

Q

Can I send my order as a gift?

A

Yes no problem! During checkout if you select a different shipping address to the billing address we will automatically remove the prices.

We also wrap our items nicely in tissue paper and if you are planning a surprise, our shipments don’t have our logo on the outside of the box. 


Q

Do you have gift vouchers?

A

Sorry, not at this time! 


Q

Do you offer gift wrapping?

A

Sorry, not at this time.


Q

Oh, no! An item is out of stock! Will it come back?

A

If you've fallen in love with something that is sold out, chances are it will return to stock soon. To check when this might be, drop us an email at shop@zsl.org


Q

I am not receiving emails from ZSL. Why!?

A

If you have signed up to our newsletter or have emailed us and heard nothing back, we are sorry! We respond to emails within 24 hours, so if you are having trouble communicating with us it may be that our emails our ending up in your junk inbox.  

Hotmail, Yahoo!, and Gmail may accidently block ZSL messages so if you use one of these email providers, make sure to adjust your settings to make sure our emails get into your inbox and not your junk mail!


Q

Are all products from the zoo gift shops available online?

A

The online shop has a carefully selected range of gifts from our gift shops, so not everything found in our stores is available online.

However if you saw something at our shops and wish to purchase it, call us on 0344 225 1826 and we would be happy to help.


Q

Where can I buy zoo tickets/membership/experiences?

A

Please visit ZSL.org to do any or all of the above.  


Q

How can I order by phone?

A

Call us on 0344 225 1826 to speak to our friendly and helpful customer service team.

 

Animal Adoptions

Q

I have adopted the tigers! When will I receive my tiger?

A

Our animal adoptions are symbolic which means you will not receive any real animals in the post! However, your adoption helps us work for that species, both in the wild and at our zoos and is a lovely way to support a species you are passionate about. 


Q

Am I the only one to adopt the animal?

A

No, when you adopt you will be joining a group of people who have also adopted that species. 


Q

I am planning to visit the zoo, will I be able to see my adopted animals?

A

We hope that you’ll be able to see the animals you’ve adopted when you visit our Zoos, however we cannot guarantee this. Our animals have access to both on-show and off-show areas, so could be spending time in either when you visit. If an enclosure has to be closed for maintenance reasons, a notice will be posted on www.zsl.org.

Please be aware that we only have sloths and gorillas at ZSL London Zoo and we only have elephants at ZSL Whipsnade Zoo. The rest of the animals available for adoption can be seen at either Zoo.


Q

What if I want to adopt an animal you don’t have available for adoption?

A

We would hope that even if your favourite animal isn’t available for adoption you still choose to support ZSL. By donating or becoming a Wildlife Champion you will be helping to support ZSL’s vital conservation work around the world.


Q

Can I adopt an individual animal?

A

 When you adopt an animal you are adopting the species as a whole rather than an individual. In this way you can find out about how the whole group is doing, as well as what we are doing to help the species in the wild.


Q

What do you receive when you adopt an animal?

A

When you adopt an animal you will receive a fab pack that includes: a certificate of adoption, an information booklet all about penguins, a notebook, pencil, postcards, plus fun stickers, badges and bookmarks.

The adoption does not include a ticket to our zoos. You can choose to upgrade your adoption by adding on tickets, an experience or a gift and these items will be packaged together with the adoption to create yourown unique pack.


Q

Can I order more than one of the same adoption pack?

A

Sorry, the system doesn't allow this. You are only able to order one type of each adoption at a time. For example you can order a penguin and gorilla adoption together but you cannot order two penguin adoptions at the same time. If you would like to order more than one of the same adoption please call us on 0344 225 1826


Q

Can I personalise the adoption?

A

Yes! If you would like to add the name of the person adopting to the adoption certificate please email shop@zsl.org as soon as you place your order, referencing your order number. We will send you an email to confirm that it has been done.

If a personalisation request is not sent then the certificate will be left blank so that you can add the name of the recipient yourself.

 

 

Animal Experiences

Q

Will I be able to take photographs?

A

Yes, absolutely. We want to make sure that you have lots of memories of your experience!


Q

Do I get to touch the animals?

A

In some cases yes. Our experienced host keepers will give you guidance at the start of your experience to let you know whether you can touch or feed the animals and how to do this.


Q

Is the experience dangerous?

A

No, you will be accompanied by an experienced host keeper throughout your experience who will provide guidance on how to safely take part in the experience. They will ensure that you are safe at all times so please follow their instructions. 


Q

Can I get a refund on an experience?

A

A full refund will be given on gift experience vouchers, providing a date has not been booked and the voucher has more than three months until expiry.

Once a date has been booked, a full refund or date change will be made as long as it is a minimum of 14 days before the date of the experience. After this time, only exceptional circmstances will be considered for date changes, extensions or refunds.

All refunds are made to the card that the experience was purchased with.


Q

What do I get when I buy a meet the animal gift experience voucher?

A

We will send you a greetings card with a voucher inside that is valid for one year from the date of purchase.

Depending on the gift experience voucher you purchase will depend on which voucher you will receive.

Gift voucher 1 includes:

x1 admission ticket to either ZSL London or Whipsnade Zoo and instructions on how to book one person onto their choice of animal experience including: Meerkats, Penguins, Giraffe or Rainforest.

Gift voucher 2 includes:

x1 admission ticket to ZSL Whipsnade Zoo and instructions on how to book one person onto their choice of animal experience including: Lions or Tigers.


Q

Can the recipient do the experience at any time of year?

A

Our animal experiences run throughout the year but all of our experiences are very popular (on some occasions there can be a 4 month wait) so we recommend that the recipient books a date as soon as possible to avoid disappointment.


Q

Is there an age restriction?

A

There are age restrictions for our animal experiences. These are listed below:

3 years plus - Meet the Giraffes (must also be at least 3ft height)

5 years plus – Meet the Meerkats

6 years plus – Meet the Rainforest

8 years plus - Meet the Penguins

12 years plus – Meet the Lions and Meet the Tigers


Q

Are there any other restrictions?

A

If you are booking an experience for a child please be aware that they must be accompanied by an adult with a valid ticket for the same experience.

Pregnant/ nursing mothers who have given birth within the previous six months cannot participate for health and safety reasons. 


Q

How long does an experience last?

A

All of our experiences last approximately 20 minutes.


Q

How many people will be taking part on the experience?

A

Most of our experiences allow a maximum of 6 people per experience, except for Meet the Lions and Tigers where the maximum is 4 people.


Q

Can I bring a guest to take part with me?

A

Our experience gift vouchers are for 1 person however if you wish to bring a guest you can book another voucher for a friend to take part.

Alternatively you can also buy a gift experience for two people here


Q

Is someone else able to watch and take pictures?

A

Guests are able to watch and take pictures of all of our animal experiences except our Meet the Lions Experience.

Spectators must purchase a zoo admission ticket or hold valid ZSL membership to be allowed access to the zoo.

 

Ordering

Q

How can I ask a question about an order placed on the ZSL Amazon Store?

A

Please send any Amazon related questions via the Amazon messaging service on Amazon.co.uk. This will ensure we have all the relevant information so our team can quickly respond to your questions.


Q

Can I make changes/cancel an order?

A

We may be able to make changes or cancel your order if it is still pending. Please call us as soon as possible on 0344 225 1826 or if out of hours, email us at shop@zsl.org 

Once your order is cancelled your card will not be charged and the order will be deleted permanently.

If your order has already been processed it can no longer be changed or cancelled. If this is the case please see our section on Returns. 

Our fulfilment and shipping service is designed to get orders out as quickly and efficiently as possible so once the order has been sent to our warehouse for processing, our team can’t change it.


Q

How will I know my order has been placed?

A

Once your order has been placed you will be taken to a confirmation page with your order number and will receive a confirmation email. If you have created an account with us, you will also be able to see your order in the Your Orders section of your account.


Q

How can I order online?

A

Find the product you love then simply click the Add to Basket button found on every product page.

Once you have finished shopping click on the Basket link from any page on the site where you can then either View Your Basket or click Check Out Now to go straight to checkout.

Follow the steps, entering you shipping and billing address (please note that the billing address must match the address registered to the card you are using) and then choose your shipping and payment methods to complete the order.


Q

How can I order from the ZSL shop?

A

You can place an order with us online or over the phone. We don’t accept mail orders or purchase orders.

 

Payment

Q

Can I use more than one promotion code?

A

No, sorry! Our system only accepts the last voucher code entered. Promotional codes cannot be combined.


Q

What are your accepted payment methods?

A

We accept Visa, MasterCard and American Express.

We take fraud very seriously so for your protection we screen orders for potential fraud. Please ensure that your billing address matches your payment method to avoid delays in processing your order.  

 

Shipping

Q

Can I come to the zoo to collect my order?

A

We do not currently have a Click and Collect service online.

However if you place your order over the phone and ask to have your order available at one of the zoo shops, we can help!

Please note that you will need a valid ticket or membership to enter the zoo and visit our shops.


Q

Do I need to sign for my order?

A

All of our orders are sent out tracked and the courier will need a signature but not necessarily from the addressee.

We cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.


Q

What happens if I miss my delivery?

A

Royal Mail should leave a card to let you know they attempted delivery with further instructions.

If you ordered expedited delivery and our courier UK Mail is fulfilling, they will attempt to deliver the next working day or you can arrange with them a specific day to deliver.  


Q

What is special about ZSL’s packaging?

A

As an eco-friendly charity, we pride ourselves on using environmentally conscious packaging. Our brown boxes are FSC® and PEFC® certified and made of recyclable and environmentally sustainable materials.

Please reuse or recycle them at home!

For some items we also reuse boxes from our warehouse to reduce the amount of waste material.


Q

Can I change the delivery address once my order has been placed?

A

Unfortunately not, contact us as soon as possible on 0344 225 1826 to cancel your order.


Q

How long will my order take to reach me?

A

Delivery time depends on which delivery method you choose.

Standard delivery (Brown hare) takes 3-5 working days.

Express delivery (Cheetah) takes 1-2 working days. If you order before 11am and select express your order should arrive the next working day!

We work hard to meet these delivery times but during busy periods such as sales or holidays, delivery may take a little longer.

Orders are dispatched Monday to Friday, excluding national holidays.


Q

Do you ship internationally?

A

Not yet! Sign up to our newsletter for news of when we can ship to you. 


Q

How much does shipping cost?

A

Delivery costs £3.99 for standard delivery (Brown Hare service) or £6.99 for expedited delivery (Cheetah service).

 


Q

What should I do if my order has not arrived?

A

The estimated time of your delivery is on your order confirmation email, please wait until this date for your order to arrive.

If the delivery has not shown up after this time, then please contact our customer care team. All of our items are sent out via a tracked service so we will be able to provide up to date information on the status of your order.

 

Returns and refunds

Q

Can I get a refund if the price has changed since I ordered it?

A

We will refund you the price you paid, we will not refund the difference. 


Q

How can I return a product bought from the ZSL Amazon Store?

A

If you would like to return an item you bought from us on Amazon, please request to return your item through Amazon.co.uk via your Amazon account page.


Q

I live close to the zoo! Can I just return my order in person?

A

Sorry, our zoo gift shops won’t be able to help return/refund an online purchase.


Q

How long do returns take to process?

A

Returns are usually processed within 7 working days after we have received your package.

We will email you as soon as we have received it and again when we have processed your refund.

 


Q

Can I return something I received as a gift?

A

Yes, but you'll need to contact us. Give us a call or email our customer service team with the email address, first and last name or postcode of the gift giver and we will sort it out for you!


Q

My order is incomplete or I have received the wrong item.

A

We may have sent your items in separate parcels so please check your emails to see if we have contacted you to let you know your items will be arriving separately.

However if we haven’t contacted you and an item is missing, please contact our customer care team with your order number and details of the missing item and we will resolve the issue as soon as possible!


Q

My order arrived damaged.

A

If you discover a fault please contact our customer care team with your order number and a description of the item and the fault. We will then help get a replacement sent or organise a refund as quickly as we can.


Q

How do I make a return?

A

Please refer to our page on Returns and Refunds for our easy guide on sending an item or order back to us and getting a refund.