The Home of Gifts for Animal Lovers

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Click and Collect

Please note, click and collect is temporarily unavailable for new orders. We apologise for the inconvenience this has caused.

If you have an existing order with click and collect delivery, and need help with this order, please see our frequently answered questions below.

Where should I collect my order from?

London Zoo

If you select to collect from 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 London Zoo are Monday to Sunday 10am to 4pm.


Whipsnade Zoo

If you select to collect from 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 Whipsnade Zoo are Monday to Sunday 10am to 4pm.

How long will it take for my Click and Collect order to arrive at the Zoo?

It usually takes 3 days from when you placed your order for it to arrive at your chosen Zoo, but it can take up to 5 days. This does not include weekends and UK bank holidays.

How will I know my Click and Collect order is ready to pick up at the Zoo?

Your shipping confirmation email will confirm that your order has been sent to your chosen Zoo store.

Your order will be ready to collect on the day you receive this email.

Please allow a couple of hours from receiving the email to collecting the order, to give your order time to arrive at the store.

What do I need to bring with me to collect my order?

Please bring a copy of your order shipping confirmation email 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 shipping confirmation email 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 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 shipping confirmation email!

Please double check your junk mail folder in your email account as sometimes our emails can end up there by mistake.

If you still can’t find it please get in touch with us at shop@zsl.org quoting your order number.

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 shipping confirmation email 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 

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