Help

Order

Do you have a minimum or maximum order value?
Can I combine several orders?
Can I change my order after it has been submitted?
Can I cancel my order?
Do I receive an order confirmation?
Will you inform me when my order has been dispatched?
How many packages will I receive?
How do I track my order status?
There was no invoice in my package. What happened?
I have received an incorrect invoice. What can I do?

Shipping & Delivery

How much does shipping cost?
How long does delivery take?
What delivery services do you use?
What happens if I am not at home when my goods are delivered?
Can the delivery address be different to the billing address?
Can my order be delivered on a certain day?
What does the delivery date icon mean?
Where do you ship to in the United Kingdom?
Where do you ship to outside of the United Kingdom?

Payment & Security

What methods of payment do you offer?
I have received a payment reminder, but I have already paid for the goods: what can I do?
I have received a payment reminder, but I have already totally or partially returned the goods in question. What can I do?

Returns & Replacements

When and how can I return an item?
I have received an incomplete delivery. What should I do?
I have received a defective item. What should I do?
I have received an incorrect article. What should I do?
Is there a time limit for returns?
Should I pay the postage for my returns?
The article I have ordered does not fit. May I return it?
Why do I receive an invoice with a product that is an exchanged item although I have already paid the previous bill?

Coupons & Discounts

How do I redeem a coupon?
Can I redeem multiple coupons per order?
Can my coupons be redeemed for cash?
Where can I check the latest voucher codes and coupons?
Can I buy gift vouchers at zooplus?

Contact zooplus

Our Customer Service team is happy to help with any questions or concerns you may have. Please take a look at our contact page for additional information.

 

General Questions

FAQ

Who should I contact if I have a special question about a product?
The product I wish to order is not available at present, can I still order it?
How can I be informed about the special offers you have?
How long are the special offers valid for?
Do you offer free samples?
I forgot my password. What can I do?
Is my personal data safe?
Is there a zooplus store near my home?

zooplus Newsletter

What is the zooplus Newsletter?
How do I subscribe to the Newsletter?
How do I unsubscribe from the Newsletter?

Loyalty Programme

How does the zooplus Loyalty Programme work?
Do I need to register for the zooplus Loyalty Programme?
How do I earn loyalty points?
What can I do with loyalty points?
Can I exchange my loyalty points for cash?
Can I combine loyalty points from multiple customer accounts?
How do I know how many loyalty points I have earned?
How does the Refer a friend scheme work?
How does the Affiliate Programme work?

Technical Support

Deleted Items in Shopping Cart (Cookies)

When I try to proceed to checkout, I receive an error message. What can I do?
What are cookies?
How do I set my browser to accept cookies?
Why do I need cookies enabled with zooplus?
The shopping cart only accepts one product or is deleted. What am I doing wrong?

Firewalls and Security Certificates

When I submit my order I get the error message: your shopping cart has been deleted. What am I doing wrong?
My browser shows me that the security certificate has expired. Why?
An error occurred while I was placing my order. Did you receive my order?

Web Browsers

PC cache settings with different browsers

JavaScript

Why do I need JavaScript?

Miscellaneous

The outer image border does not appear on the website. Why?


Orders

Do you have a minimum or maximum order value?

Our minimum order value is £9.00 (excluding shipping fees). We do not have a maximum order value, but our products are only available in regular quantities for household use.

We ship to Great Britain and to Northern Ireland. In the UK, deliveries are free of charge from an order value of £29.00 with Yodel & £39.00 with DPD (some restrictions may apply*). Orders of a lesser value incur a small shipping and handling fee of £2.99 regardless of the number of packages, size, or weight of the consignment. For shipping fees to other countries please click here.

Can I combine several orders?

Because we start processing your order in our warehouse extremely quickly, it is not possible to combine orders once they have been submitted through the check out process. We thank you for your understanding.

Can I change my order after it has been submitted?

It is only possible to make changes in your order in very exceptional cases. We strive to process and deliver every order as soon as possible, so usually orders cannot be modified as requested. We thank you for your understanding

Can I cancel my order?

This is only possible in very exceptional cases. We strive to process and deliver every order as quickly as possible, so usually orders can not be cancelled. We thank you for your understanding.

In such cases please contact our customer service team immediately. If you have already paid for the goods by credit card you will be refunded once your returned goods are received.

Do I receive an order confirmation?

Yes. After your order has been submitted and processed you will receive an order confirmation by e-mail within 1-2 hours.

Will you inform me when the order has been dispatched?

Yes. As soon as the goods have left our warehouse you will receive a dispatch confirmation by e-mail. This e-mail will also inform you of the number of the packages you can expect to receive.

How many packages will I receive?

This information will be included in the dispatch confirmation e-mail, which is sent once the goods have left the warehouse.

How do I track my order status?

You can review the status of your order at any time by visiting DPD for DPD deliveries or Yodel for Yodel deliveries or DHL for DHL deliveries, and enter the parcel number you received in your dispatch confirmation in the parcel tracking field. Alternately you can review the status of your order at any time by logging into my zooplus or contact our customer service team.

There was no invoice in my package. What happened?

We will send you your invoice as soon as possible. Please contact our customer service team to request a copy invoice.

I have received an incorrect invoice. What can I do?

Please contact our customer service team in the event that you have received an incorrect invoice.


Shipping & Delivery

How much does shipping cost?

For shipping fees to the UK and other countries please click here.

When will my order be delivered?

To find out more information about delivery time, please click here.

What delivery services do you use?

For orders to the UK your parcel will be delivered by Yodel & DPD. For a complete list of countries we deliver to and their respective delivery services please click here.

What happens if I am not at home when my goods are delivered?

All delivery services will deliver either to you personally, or leave your order with a neighbour. If there was no response at the consignment address when delivery was attempted then the driver will leave you a written note stating the whereabouts of your package. In cases where there was nobody (eg a neighbour) available to receive delivery of the consignment then the note will state a specific depot address where you must go and collect the package yourself within 7 days. You must take the card that the driver left with you for identification purposes when collecting your consignment.

Can the delivery address be different to the billing address?

Yes. During the checkout process you will have the opportunity to enter an invoice address different from the shipping address; however the invoice itself can only be sent with the package or by e-mail.

Can my order be dispatched on a certain day?

No. We are currently unable to provide precise dispatch and delivery times. After an order is shipped it usually takes two to three working days for it to arrive. The goods are usually delivered between 8am and 4pm.

What does the delivery date icon mean?

Unfortunately, the article you wish to purchase is temporarily out of stock. Click the icon "delivery date", enter your e-mail address and confirm our notification conditions. As soon as the article is available again, you will be automatically notified by e-mail.

Where do you ship to in the United Kingdom?

We deliver to all areas of the UK (England, Scotland, Wales and Northern Ireland) except the Channel Islands. Customers who live in the Republic of Ireland should visit our dedicated Irish shop www.zooplus.ie.

Where do you ship to outside the UK?

We deliver to a wide range of European countries. Please click here to see a list of the countries we deliver to and the delivery fees for each country respectively. If you are visiting from outside the UK and would prefer to place your order in Euro, you’re welcome to visit our international shop at www.zooplus.com. We also offer an Irish shop at www.zooplus.ie.


Payment & Security

What methods of payment do you offer?

All of our payment methods are fully secure. All personal information (such as payment information, email and address) and payment details are protected by encryption and by an additional authorization process.

We have the following payment types for items purchased in the UK Shop:

  • Visa Debit, Debit Card Maestro
  • Credit Card (Visa, MasterCard, American Express)
  • PayPal
  • Bank Transfer

Debit Cards
Visa Debit and Debit card Maestro is linked directly to your current bank account and can be easily and securely used as payment. The advantage of using a debit card is if there are any unauthorized charges, you can contact your bank directly.

Credit Cards
Credit card (Visa, MasterCard, American Express) can be safely & securely used as well to pay for your transaction at zooplus. After your card has been authorized, items are shipped from our warehouse. The charge to your credit card company is typically made after 2-3 days.

PayPal
PayPal is an online account-based system that lets anyone with an email address send and receive online payments using their credit card or bank account. You can use it at zooplus to pay safely, easily and quickly. During the ordering process, you can also open up a PayPal account if you already don't have one. The advantage of PayPal is that our system recognizes the payment immediately and your items are shipped after 24-48 hours! Please note that we cannot accept Paypal accounts from the USA.

Bank Transfer
A Bank Transfer is an electronic funds transfer, deposited directly into the zooplus account. Bank transfer is available to all listed countries, except Ireland.
Please note: A Bank transfer can take 5-7 working days and we will only ship your order upon receipt of the payment. If payment is not received, the order will be automatically cancelled.


Please transfer balance to the following account:

Payment Reference: Your order number or Customer Number
zooplus AG
Account Number: 30169530
Sort Code: 40-62-01
IBAN: GB32 COBA 4062 0130 1695 30
SWIFT/BIC: COBAGB2X

All transfers from UK banks are free of charge. All UK resident customers please use the provided Account Number and Sort Code to arrange a domestic bank transfer.

For an international bank transfer you must enter the additional IBAN (International Bank Account Number) and SWIFT/BIC (Bank Identifier Code) of zooplus. Any bank fees charged for other types of foreign bank transfers will not be covered by zooplus. We will ship your order as soon as payment is received.

I have received a payment reminder, but I have already paid for the goods. What can I do?

We would gladly look into this for you. Please contact our customer service team and inform us by phone or email the precise date of transaction and items charged to your account.

I have received a payment reminder, but I have already totally or partially returned the goods in question. What can I do?

Your account will be credited when we receive the items you returned. Please be patient, this may take several days. If you are unsure about the status of the returned goods, please contact our customer service team and have the postal receipt ready for the returned item(s).


Returns & Replacements

When and how can I return an item?

If you wish to return an item for any reason, please see our Returns page.

I have received an incomplete delivery. What should I do?

It may happen that the packages with your order are delivered on different days. Please make sure that you have received all the packages stated in the dispatch confirmation. If the delivery is still incomplete please contact our customer service team.

I have received a defective item. What should I do?

Please contact our customer service team in the event that you have received a defective item.

I have received an incorrect article. What should I do?

Please contact our customer service team in the event that you have received an incorrect item.

Is there a time limit for returns?

If, for any reason, you are not completely satisfied with your purchase, you have 14 days (from the date you receive your goods) to return it to us for a full refund.

Should I pay the postage for my returns?

As well as refunding your full invoice value, including delivery, we’ll also cover the costs of returning the goods to us. Please contact us before returning any items – see our Returns page for more information.

The article I have ordered does not fit. May I return it?

Yes, this is covered by our standard 14 day returns policy – please see our Returns page for more information.

Why do I receive an invoice with my exchange order even though I have already paid the previous bill?

When you return an article your customer account will be credited accordingly. However, it will first be credited after we receive the returned goods. If you have already paid your original order by credit card then it will not be charged again. Please disregard the invoice which accompanies the exchange delivery.

If the price of the item you have received as a replacement is more favourable than that of the original order then the difference will be credited to your customer account. It can then be used for future orders. For more information regarding your account please contact our customer service team.


Coupons & Discounts

How do I redeem a coupon?

Enter the voucher's claim code into the "coupon" field on the "Shopping Cart" page and click the "redeem" button. You’ll see voucher's value automatically deducted from the total charge and displayed as a saving on the "Shopping Cart" page. To avoid complications be sure to use the code's exact spelling and format (eg only use hyphens if they are in the original coupon code). If you don’t see a place to enter a coupon code then there may already be a coupon in your shopping cart. You can click to “remove” the coupon and enter a different coupon code instead. For further details please read here.

Can I redeem multiple coupons per order?

We can only accept one voucher, coupon or special discount per order placed.

Can my coupons be redeemed for cash?

It is not possible to redeem coupons for cash or to apply coupons or vouchers to previous orders.

Where can I check the latest voucher codes and coupons?

As well as ongoing coupon codes we also offer limited time voucher codes, these may be for free items as well as discounts which may be valid on all or a selection of items. The latest voucher codes can be found here

Can I buy gift vouchers at zooplus?

Yes. You can purchase personalised gift certificates to the value of £20, £25, £30 or £50.


General Questions

Who should I contact if I have a special question about a product?

You are welcome to contact our customer service team using our online contact form . Your question will be answered by one of our product experts as soon as possible.

The product I wish to order is not available at present, can I still order it?

If the product you are considering is temporarily out of stock we will be pleased to let you know when it is available again. Click the button "delivery date" on the right-hand side of the product, enter your e-mail address and then confirm our information conditions. As soon as the article is in stock we will notify you by e-mail.

How can I be informed about the special offers you have?

You can stay informed by subscribing to the zooplus Newsletter. We’ll send you a regular newsletter by e-mail featuring our latest special offers including sales, free gifts and new products. To find out how to subscribe please click here .

If you are new to zooplus then you can subscribe to our newsletter when you register as a new customer during placement of your first order.

How long are the special offers valid for?

Special offers are generally valid while stock lasts, although sales prices are subject to change. All products (including special offers) can be ordered in regular household quantities. In rare instances product quantities are restricted (for example, it may only be possible to order 1 or 2 of the product) to ensure that all customers have the opportunity to purchase the item in question.

Do you offer free samples?

Once in a while we offer free samples of specific products. The best way to find out about free samples is by registering for our Newsletter.

Personal Data

I forgot my password. What can I do?

Please enter the e-mail address which you have registered with zooplus into the password reminder. Your password will be sent to your e-mail address within the next few minutes.

Please note: Your current password is saved in our data as encrypted code and cannot be given to you by telephone.

Is my personal data safe?

The security of your personal data and the protection of your privacy is our first priority. We employ all security precautions in order to ensure that you feel completely safe during your visit to zooplus.co.uk. This is true for the payment process just as it is true for all the data that you share with us. We are happy to share further information with you about our high privacy & security standards, please read through our Privacy & Security page to learn more.

Is there a zooplus store near my home?

zooplus is purely an online pet shop and does not have any physical stores; however, we are available for you 7 days a week, 24 hours a day at www.zooplus.co.uk.

zooplus Newsletter

What is the zooplus Newsletter?

The zooplus Newsletter is the best way to find out about current sales and special offers including free gifts, great savings, and new products. The newsletter is sent periodically and is currently available for dogs, cats, small animals, birds, fish and horse.

How do I subscribe to the Newsletter?

You can register for the zooplus newsletter by logging in to myzooplus and clicking on the section entitled “Newsletter”. If you don’t have a customer account then you can register for the newsletter by clicking here. Just enter your e-mail address, and choose which newsletters you’d like to receive, and click “Subscribe”.

In order to protect you from unsolicited e-mails, once you have registered, you will receive an e-mail requesting a confirmation. Please confirm your subscription by replying directly to the e-mail without changing the subject line.

How do I unsubscribe from the Newsletter?

At the bottom of each newsletter that you receive there is a link which you can click to automatically unsubscribe from the newsletter.

You can also unsubscribe by changing your settings in myzooplus:

  1. Log-on to myzooplus.
  2. Click on Newsletters in the Shop Smarter section.
  3. Choose the not subscribed option for the newsletters you no longer wish to receive.
  4. Click on the Update button to confirm your selection.

 


Loyalty Programme

How does the zooplus Loyalty Programme work?

The zooplus Loyalty Programme is our way of thanking you for your loyalty as a zooplus customer. Now you can benefit from your purchases at zooplus twice over: save on quality food and accessories for your pet, then cash in your loyalty points for a great reward!

Do I need to register for the zooplus Loyalty Programme?

No. As soon as you have paid for your first order you automatically start collecting loyalty points. It is not necessary to register for the programme. Click here for our zooplus Loyalty Programme overview.

How do I earn loyalty points?

For every pound spent you automatically receive one loyalty points. Your zooplus Rewards Account will automatically be credited with your loyalty points once your payment has been received in full and processed. For more information please click here.

What can I do with loyalty points?

You can redeem your loyalty points for great reward items – take a look at the current rewards items here.

Can I exchange my loyalty points for cash?

No. Your loyalty points can only be redeemed for items in the reward shop and cannot be exchanged for cash. For more details regarding the value of loyalty points, please see the terms and conditions .

Can I combine loyalty points from multiple customer accounts?

No. You can only redeem points from one Rewards account at a time. That’s why it’s important that you always place orders with the same customer account. Points cannot be transferred from one customer account to another.

How do I know how many loyalty points I have earned?

You can view your zooplus Rewards account anytime online by signing in to myzooplus and clicking Your zooplus Rewards Account.

How does the Refer A Friend scheme work?

With our Refer A Friend scheme you have the possibility to share the benefits and advantages zooplus offers with friends and relatives by sending them a zooplus recommendation e-mail with a 10% welcome coupon! For every successful recommendation, you'll receive a bonus of 250 loyalty points, which can be redeemed in the Reward shop, or a 10% coupon.

You can start inviting friends here. Inviting is quick and easy: just fill out the form, send the invitation e-mail, choose your reward, and you're done!

How does the Affiliate Programme Scheme work?

With the zooplus Affiliate Programme you can earn money with your website by referring your visitors to our website. This is done by placing a zooplus logo, button and/or a banner on your website. When a customer originating from your link buys a product in the zooplus shop you will receive a commission. The commission that you accumulate will then be remitted to you on a quarterly basis. Participation in our Affiliate Programme is absolutely free and does not carry any risk.

You can sign-up for the zooplus Affiliate Programme via either Commission Junction or Trade Doubler.


Technical Support

When I try to proceed to checkout, I receive an error message. What can I do?

Please make sure that your browser accepts cookies. If your browser does not accept cookies then the system cannot save the items in the shopping cart. Learn how to set your browser to accept cookies here.

The shopping cart only accepts one product or is deleted. What am I doing wrong?

Change your browser's security setting to allow cookies. Learn how to set your browser to accept cookies in the text below.

What are cookies?

Cookies are alphanumeric means of identification that are transferred onto your computer's hard drive via your web browser. Using cookies is a very common technique found in most leading online shops. For example, the virtual shopping cart where you can place the items you wish to purchase, usually cannot be saved without the use of cookies.

 

To read our full Cookie Usage Policy, click here.

Why do I need cookies at zooplus?

During your shopping session at zooplus, we transfer a permanent cookie onto your hard drive. This allows our system to save the contents of the cart while you are shopping with us. A permanent cookie will be saved as a file on your computer and it will remain there when you close the browser. This cookie can be read upon your next visit to the website. Without this permanent cookie, you would not be able to put any products in the shopping basket so shopping at zooplus would be impossible. The cookie transferred by zooplus is only relevant for saving the contents of shopping cart. We ensure you that no information about your shopping behaviour will be stored in our systems.

How do I set my PC browser to accept cookies?

PC

Microsoft Internet Explorer, 6.0 for PC , Win 32

At the top of your browser on the Task Bar:

  1. Click Tools, and then click Internet Options.
  2. Click the Privacy tab.
  3. The default setting is Medium, which allows you to accept cookies. To change this setting, move the slider to determine which setting you prefer. If your setting is set to Custom, click the Advanced button and choose Accept Cookies.
  4. For individual adjustment: instead of changing the slider, click Edit in the category Websites. In the new window, enter www.zooplus.co.uk in the field Website Address and click Accept. Close the window with Ok.
  5. Click Ok.

Mozilla 1.7 (and higher) for PC, Win 32

At the top of your browser on your Task Bar:

  1. Click Edit, and then choose Preferences.
  2. On the Category panel, choose Privacy & Security and click on the Cookies label.
  3. Verify that the Allow Sites to Set Cookies are checked (the default setting), or you can decide exactly which cookies should and should not be saved by selecting the other cookie management options.
  4. Click Ok.

Firewalls and Security Certificates

When I submit my order, I get the error message "your shopping cart has been deleted". What am I doing wrong?

If you are using a Firewall, please make sure that the Port 443 for SSL connections is open. As there are many different Firewalls, zooplus cannot provide you with any detailed instructions for setting your firewall. Therefore, please refer to the instructions for your firewall. If you are working in a company network, contact your system administrator for further information.

You should also check to make sure that the latest version of the Firewall program is installed on your computer.

My browser shows me that the security certificate has expired. Why?

Due to the fact that security certificates have expiration dates, an incorrect date setting on your computer can cause SSL pages not be shown. Therefore, please make sure that the date and hour have been set correctly.

An error occurred while I was placing my order. Did you receive my order?

Please feel free to contact our customer service team if you have any questions regarding the status of your order or the ordering process.

General Information on Web Browsers

Our site should be legible in all standard up to date browsers. However, using earlier versions of the browsers may sometimes strongly affect the layout and functions. For this reason we advise strongly that you download and install the latest version of your preferred web browser software.

Please note: Changing or upgrading your browser is undertaken at your own risk. Zooplus is no way responsible for any damage or consequential damage which may take place through the installation or upgrade of any browser on your computer.

PC Cache settings with different browsers

As our website, and especially our online shop, is often updated we suggest that you set your browser cache accordingly. That way you can ensure that you always have access to our most current offers. We recommend the settings described below. Using selected browsers as examples we will describe how to change these settings.

PC

Internet Explorer version 6 (or higher) for PC

  1. Go to Tools and choose Internet Options
  2. The corresponding tab General should be selected automatically - under Temporary Internet Files, click Settings.
  3. Under Check for Newer Versions of Stored Pages, select Every Visit to the Page
  4. Click Ok twice

Mozilla version 1.7 for PC

  1. Go to Edit and choose Preferences
  2. Choose Cache under the category Advanced
  3. Under Compare the Page in the Cache to the Page on the Network, activate Always
  4. Click Ok

For all other Internet browsers please consult the software's help file for guidance on customizing cache settings.

JavaScript

Why do I need JavaScript?

You can surf on the zooplus website without Java and JavaScript. However, we recommend that you activate JavaScript in order to profit from all the advantages of our website. Below you will find examples of how to activate JavaScript in PC's your browser.

PC

Microsoft Internet Explorer PC

  1. In the Tools menu, click Internet Options
  2. Click the Security tab
  3. Ensure that Internet is selected and then click Custom Level
  4. In the Settings box, click Enable Active Scripting
  5. Click Ok twice

Mozilla version 1.7 PC

  1. On the Edit menu, click Preferences
  2. Under Advanced choose Script & Plugins
  3. Enable JavaScript for Navigator should already be activated, otherwise click Ok

For all other Internet browsers please consult the software's help file for guidance on activating JavaScript.

Miscellaneous

The outer image border does not appear on the website. Why?

The zooplus website is optimized for the Internet Explorer version 6.0 and newer, Netscape version 8 and higher, and Opera version 6.0 and higher. The website is also optimized for a 1024x768 monitor resolution (please consult your operating system help file to check your current resolution settings).