Yes, if you would like to add the name of the person adopting to the adoption certificate, please enter the name in the line next to 'personalise your certificate' on the adoption page.

If the box is left blank the certificate will be left blank so that you can add the name of the recipient yourself.

Adoptions purchased prior to the 30th of November 2023 last one year from the date of activation. To activate your adoption please sign up to the newsletter using the link in your adoption pack to receive quarterly updates on your adopted species!

Adoptions purchased after 30th November 2023 start from the day of purchase, and do not have an expiry date.

All of our animal adoptions are a one off payment.

ZSL animal adoptions are symbolic, which means by adopting the tigers or any of our animals, you are adopting the group of those animals, both at London & Whipsnade Zoo. Your adoption also supports the ongoing conservation work ZSL carry out with that specific species in the wild. 

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

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.

For adoptions purchased prior to 30th November 2023, you will receive a pack which includes: a certificate of adoption, an information booklet all about the adopted animal, a notebook, pencil, postcards, fun stickers, badges and bookmarks.

For adoptions purchased after 30th November 2023, you will receive a pack which includes: a certificate of adoption, an information booklet all about the adopted animal, a small beans toy, a fridge magnet, and two pin badges.

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.

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.  

As an eco-friendly charity, we pride ourselves on using environmentally conscious packaging. Our brown boxes are FSC® and PEFC® certified, plus they are 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.

We may be able to make changes to the delivery address if the order has not yet been packed and posted. Please email shop@zsl.org with your full name and order number requesting for an amendment to address.

Please note if the order has been fulfilled, we will not be able to make any changes to the delivery address.

Due to Brexit and new VAT regulations in the European Union (EU), ZSL has temporarily suspended all deliveries to countries within the EU.
We’re hoping to be able to resume orders to those countries as soon as we can.

We currently deliver to the following non-EU European countries: Andorra,
Greenland, Lichtenstein, Serbia, Switzerland, Turkey, Vatican City State.

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.

International delivery - We aim to deliver to Europe within 7-14 days. For the rest of the world we aim to deliver within 14-21 days.

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.

Yes we do, please visit here to find all the information you need on international shipping.

Delivery costs £5.99 for Standard Delivery (Brown Hare service) and £7.99 for Express Delivery (Cheetah service).

International shipping - North America and Canada: £20.00, Australia: £25.00, New Zealand: £30.00, Rest of the world: £25.00.

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.

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

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

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.

Yes, but you'll need to contact us. 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!

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!

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.

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. 

Sorry, Zoo gift tickets are non-refundable as per distance selling regulations.

Yes, we do not assign a name to a ticket so anyone can redeem the ticket at the Zoo.

The tickets do have a unique voucher number on them so can only be used once.

For our regular tickets to the Zoo you must book onto a date, and they are not open-ended. We do offer the option of flexible open-ended tickets, but we do charge a premium for this.

As our gift tickets are open-ended, we have priced them in line with our flexible tickets.

A gift ticket enables the recipient entry to the Zoo of their choice, either London Zoo or Whipsnade Zoo.

The gift ticket is electronically delivered to the recipient email address you supply at checkout.

The gift ticket is valid for a year from the date of purchase and is undated, so the recipient can also choose when they want to visit.

We require all visitors to pre-book a preferable timed slot before their visit - Gift ticket holders can simply do so through calling our Supporter Contact team on 0344 225 1826.

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

You can add a gift message free of charge, by clicking on the cart icon, and typing your gift message under 'Is this a gift'.

Sorry, not at this time!

Sorry, not at this time!

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

Yes, our Gold members get 10% discount online on our products and experiences. To get your discount code please call our Supporter Contact team on 0344 225 1826 and quote your membership number, or email shop@zsl.org.

If you have signed up to our newsletter or have emailed us and heard nothing back, we are sorry! We aim to respond to customer emails within two days. If you are having trouble receiving our emails, it may be that our emails our ending up in your junk inbox.  

Hotmail, Yahoo!, and Gmail may accidentally 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.

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, email shop@zsl.org as we would be happy to help.

We are currently unable to accept telephone orders. Please email shop@zsl.org for further help to your enquiry.

We may be able to make changes or cancel your order if it is still pending. Please 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.

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.

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

Yes you can use more than one discount code at checkout, but only the highest value discount will be redeemed. Please email us at shop@zsl.org if you have any queries on discount codes.

The ZSL online shop can offer a discount for high value orders. If you're looking to purchase a large order for a charity event, corporate event, school or likewise, please email us at shop@zsl.org.