Can I personalise the adoption?
Yes, if you would like to add the name of the person adopting to the
adoption certificate please enter the name in the box as you add your
adoption to the basket.
If the box is left blank the certificate will be left blank so that you can add the name of the recipient yourself.
When does my adoption start and how long does it last?
Adoptions 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!
Is the animal adoption a one off payment or a monthly subscription?
All of our animal adoptions are a one off payment of £20.00 for the year which will start from the date that you sign up to the adoption newsletter.
I have adopted the tigers, which tiger have I adopted and when will I get my tiger?
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.
I am planning to visit the zoo, will I be able to see my adopted animals?
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.
What do you receive when you adopt an animal?
When you adopt an animal, you will receive a pack that includes: a certificate of adoption, an information booklet all about the adopted animal, a notebook, pencil, postcards, fun stickers, badges and bookmarks.
Do I need to sign for my order?
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.
What happens if I miss my delivery?
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.
What is special about ZSL’s packaging?
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.
Can I change the delivery address once my order has been placed?
We may be able to make changes to the delivery address if the order has not yet been packed and posted. Please email firstname.lastname@example.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.
Why are you not shipping to EU countries anymore?
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
How long will my order take to reach me?
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.
Do you ship internationally?
Yes we do, please visit here to find all the information you need on international shipping.
How much does shipping cost?
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.
What should I do if my order has not arrived?
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.
Can I get a refund if the price has changed since I ordered it?
We will refund you the price you paid, we will not refund the difference.
I live close to the zoo! Can I just return my order in person?
Sorry, our zoo gift shops won’t be able to help return/refund an online purchase.
How long do returns take to process?
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.
Can I return something I received as a gift?
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!
My order is incomplete or I have received the wrong item.
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!
My order arrived damaged.
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.
How do I make a return?
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.
Can I refund a gift ticket?
Sorry, Zoo gift tickets are non-refundable as per distance selling regulations.
Can anyone use my gift ticket?
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.
Why are gift tickets more expensive than regular Zoo tickets?
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
How do gift tickets work?
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.
Can I send my order as a gift?
Yes no problem! During checkout if you select a different shipping address to the billing address we will automatically remove the prices.
You can also add a gift message as you checkout that will be added to your package for no extra cost!
Do you have gift vouchers?
Sorry, not at this time!
Do you offer gift wrapping?
Sorry, not at this time!
Oh, no! An item is out of stock! Will it come back?
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 email@example.com
I am a member do I get a discount online?
Yes, our members get 10% discount online on our products and
experiences. To get your discount code please call our customer service team and quote your membership number, or email us to receive your code.
I am not receiving emails from ZSL. Why!?
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 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!
Are all products from the zoo gift shops available online?
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 firstname.lastname@example.org as we would be happy to help.
How can I order by phone?
We are currently unable to accept telephone orders. Please email email@example.com for further help to your enquiry.
Can I make changes/cancel an order?
We may be able to make changes or cancel your order if it is still pending. Please email us at firstname.lastname@example.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.
How will I know my order has been placed?
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.
How can I order from the ZSL shop?
You can place an order with us online. We don’t accept mail orders or purchase orders.
Payment & Discounts
Can I use more than one discount code?
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.
Do you offer discounts on large orders?
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 email@example.com.