General Terms and Conditions


1. Order process, conclusion of contract and electronic storage of order details

  1. By clicking on a product photo or title the customer is taken to the product details. There may be various options listed where the customer can select what is required, e.g. which flavour or size.
  2. To select the product the customer enters the amount required and then clicks on the shopping basket icon to confirm. A brief overview of the basket pops up.
  3. When the customer has finished shopping and all the items are in the basket, the customer clicks on the orange basket icon at the top of the page to view the products selected. The customer then clicks on the "Proceed to checkout" button.
  4. This will take the customer to "Registration" where the customer is asked to login. Registered customers should enter their user name (email address linked to their zooplus account) and password. New customers can register or if preferred continue to "Express Check-Out without Registration" where they will need to fill in delivery and payment details.
  5. After each step is completed the customer moves to the next page by clicking the "Next" button. The final step of the order process is "Preview" where the customer is shown an order summary and the total price including VAT. At this stage the delivery service provider is selected and the delivery costs are shown.
  6. The customer must agree to the Conditions of Sale by clicking the check box before an order can be successfully placed. The customer can see the Conditions of Sale in a pop up box by clicking on the green text.
  7. By clicking on the "Purchase" button in the final "Preview" stage the customer makes a binding offer to purchase and is prepared to enter into a contract. The ordering process is complete and the order submitted to zooplus.
The submitting of an order does not signify that the contract is concluded. The customer will receive an order confirmation by email to confirm receipt of the order. This does not constitute acceptance of the order, it only confirms that zooplus has received the order.

The offer is accepted and the contract concluded only when the ordered goods have been dispatched and dispatch has been confirmed by email. Details of your order are stored electronically for order processing. If you would like a printed copy, you can print out the "Order confirmation" which appears on your screen once you have submitted your order. If you have provided us with your e-mail address then you will also receive all the relevant details of your order by e-mail, which you can then print out directly.

The customer must be of legal age to purchase from zooplus. In certain cases, we may ask you for proof of identification and zooplus reserves the right not to enter into a contract. No explanation for this need be given.

2. Right of cancellation and returns policy

As our valued customer you have the unconditional right to cancel your contract within 14 days of delivery, without being obliged to state any reasons. To comply with this time limit, all you need to do is to either return the goods bought online or send a return request within the 14-day period by e-mail, telephone, or fax to:

E-mail Contact

Telephone: 01234 430366

Fax: 01234 430367

Our customer service team are available Mon - Fri from 9am to 4pm (except public holidays). Please note: Call costs will vary according to the provider and the length of the call.

If you return goods bought online, the purchasing contract is cancelled and you will be refunded once the delivered goods have been returned. Should the goods show signs of use or damage on return, we reserve the right to appropriate compensation.

With the exception of orders from Germany and Austria we must request that you to return goods at your own cost. You will find all the documents necessary for returning goods together with the delivery note in the parcel. For the return address please contact our customer service for further details.

If the goods arrive damaged, please contact zooplus for a full refund. Faulty goods are fully-refundable, inclusive of delivery and return. Please inform our customer service within the first 2 days of arrival, of faulty goods or goods damaged in transit.

Your statutory rights as a customer are not affected by any of these conditions.

3. Dispatch & Delivery

Deliveries can only be made while stocks last. In the very rare case that goods are not deliverable, we reserve the right to accept an offer in part. Delivery costs will be calculated on the resulting order value and charged only once.

Within the United Kingdom, we deliver to England, Scotland, Wales, Northern Ireland, and the Channel Islands. We invite customers from the Republic of Ireland to visit our dedicated shop at

We also offer international shipping to Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland (Republic), Italy, Luxemburg, The Netherlands, Poland, Spain (Mainland) and Spain (Balearic Islands), and Sweden.

Our deliveries to the UK mainland are made with Yodel by default. Additional charges will apply if shipping via DPD. International deliveries are made with the delivery service GLS and its relevant partners, with the exception of special delivery destinations for which DHL and its relevant partners are used.

After an order is shipped, which is usually completed within one-two working days of its receipt, it usually takes three to four working days for it to arrive.

Please Note: A signature will be required for each zooplus parcel and we do not offer a safe place agreement. We apologise for any inconvenience caused, but this is in the interest of safety.

Trade or wholesale orders cannot be accepted.

4. Prices and delivery costs

Within the UK, all prices are inclusive of any applicable VAT and carriage, postage and packaging if the total order value is in excess of £25.00. For all orders less than £25.00 we will charge an additional shipping fee of £2.50. Please note that shipping to the Highlands, UK Islands and Channel Islands incur a postage charge. The exact cost of delivery is determined by your postcode and will be calculated on the checkout page. For international shipping rates, please click here.

Should delivery be undertaken in several stages for technical or logistic reasons, we will of course only charge you once for delivery costs.

Please note that we sell only to private individuals. We do not sell to businesses so we do not issue VAT receipts, nor do we refund the VAT.

5. Reservation of ownership

All goods remain unqualified property of zooplus AG until payment has been received in full.

6. Payment, coupons, due date, failure to pay

Payment for goods is to be made by Visa, Visa Debit, Mastercard, or American Express credit card, SOLO or Maestro debit card. Unfortunately, we cannot accept payment sent in the form of cash or cheques and are not responsible for loss.

Your credit or debit card will not be charged until your goods leave our warehouse. In the case of possible returns the amount paid will be refunded. Should your credit card have insufficient credit we reserve the right to invoice you for the costs incurred in making requests for payment.

Payment via pre-payment
All listed countries can use the method of bank transfer, except Ireland. Please be sure to include your customer number or your order number when you enter the information for your bank transfer. Please transfer the balance to the following account:

zooplus AG
Account Number: 30169530
Sortcode: 40-62-01
IBAN: GB32 COBA 4062 0130 1695 30

Please note:
UK customers will not be charged bank transfer fees. Non-UK customers may be charged a bank transfer fee by their bank as per standard EU bank transfers. IBAN (international bank account number) and BIC (bank identifier code) will be required for this transfer.
We'll ship your order as soon as we have received your payment.

Coupon redemption
When redeeming a coupon please consider the specific redemption conditions like minimum order quantity, validity etc. You can only redeem one coupon, one order or customer related discount per purchase. All coupons must be redeemed upon purchase; subsequent reimbursement or cash redemptions are not possible. A resale is also not allowed. Non-Exclusive zooplus coupon codes can be found here. Regardless of the stated validity we withhold the right to withdraw or deactivate coupon codes at any time and without notice.

7. Identity of the contracting partner

Any contract entered into is concluded with zooplus AG unless specifically stated otherwise.

zooplus AG
Sonnenstraße 15
80331 Munich

Phone: 01234 430366
Fax: 01234 430367

Our customer service team are available Mon - Fri from 8am to 5pm (except public holidays).
Please note: Call costs will vary according to the provider and the length of the call. is the trading name of zooplus registered in Germany,
company number
München HRB 125080
VAT ID: DE 200164421

Executive Board
Andrea Skersies
Dr. Cornelius Patt
Andreas Grandinger
Jürgen Vedie

8. Terms and conditions for Gift Vouchers

The following terms and conditions apply to the purchase of gift vouchers at zooplus:

Purchase of Vouchers:
Gift vouchers are valid for all products at and for ancillary costs (e.g. postage & packing). All vouchers are valid for a period of three years from the date they are sent. The period of validity of individual vouchers may not be extended. First-time buyers must use a credit card to purchase gift vouchers; returning customers may use the payment method of their choice. zooplus AG reserves the right to accept only certain payment methods in individual cases. The invoice for the purchase of the gift voucher will be sent to the purchaser by email. The voucher will be sent to the recipient by email with a PDF attachment. The purchaser of the gift voucher will receive a copy of said email for confirmation. Gift vouchers may not be ordered together with other products at zooplus.

Right to cancel:
The declaration of contract may be revoked in text form (e.g. letter, fax, email) within two weeks without giving reasons. The two-week period starts upon receipt of this notice in text form. Timely dispatch of the cancellation is sufficient for the time limit to be observed. Please address your cancellation to:
zooplus AG, Sonnenstraße 15, 80331 München, Germany
Fax: 01234 430367
In case of effective cancellation the services and/or consideration received by each party shall be returned. Compensation may be due for services which cannot be returned, or can only be returned in part. The right to cancel is excluded if the voucher has already been redeemed.

Redeeming vouchers:
Gift vouchers may be used only once at the online shop Only one voucher may be used per order. The use of several vouchers for the same order (e.g. a combination of gift vouchers and offer vouchers/coupons) is therefore not possible. If the order value exceeds the voucher amount the difference may be paid by credit card, direct debit or payment on invoice. If the voucher amount is not used up upon redemption the difference is forfeited. There will be no cash payout. It is not possible to offset vouchers retrospectively against current or previous orders. Vouchers may not be exchanged or redeemed for cash and cannot be used to buy gift vouchers. Vouchers may not be sold on.

Transfer of risk/liability:
zooplus accepts no liability for loss or theft of vouchers and for voucher redemption by third parties without the knowledge or permission of the customer. Equally, zooplus will not be responsible for typing errors in the voucher recipient’s email address.

9. Miscellaneous

The terms and conditions of this contract are in accordance with German law, excluding UN-commerce law, even when ordering from or delivering to a country other than Germany. All points of these terms and conditions remain valid, even if one of the above points is invalid. We reserve the right to change these terms & conditions from time to time and recommend that you should look through them on a regular basis.