Returns and Refunds
Want to make a return? Not a problem!
You can return your item* for a refund within 28 days of receiving your order.
Please send all returns to the following address:
Please include a note in the box with your name, order number, and the reason for your return.
Don't worry if you don't have the original packaging we sent your items in, as long as they have the original tags and product packaging, it won't be a problem. In the very unlikely event that an item is returned to us in an unsuitable condition, we may have to refuse the refund.
*Please note that items which have been personalised, such as animal Adoptions, cannot be refunded. In addition, ZSL's return policy does not cover gift tickets sold on shop.zsl.org*
Delivery charges for unwanted items that have been returned cannot be refunded.
We will inspect the goods on return but do try to accept all returned items! Once the item(s) have been received and checked over, we will refund the price you paid for them (including sale items). This is usually done within 7 working days of receiving your return. The refund will be issued to the payment method you used to place the original order.
You will be responsible for the shipping costs to return non-defective items. The safe return of the items is your responsibility until they reach our warehouse, so please make sure they are packed properly and you keep your proof of postage.
Recycling Electronics and Electrical Information
Unwanted electrical equipment is the UK’s fastest growing type of waste. To find out how to easily recycle your old electicals please click here