Frequently Asked Questions

Faq

Do you have any questions? We’ve got the answers!
Take a look at our FAQs for all the information you need!

Orders
Returns
Shipping & Delivery

Can I cancel my order?

Yes, provided the order has not yet been dispatched. Please email info@thezoofamily.co.ukas soon as possible, and we’ll do our best to cancel your order before it’s processed by our Despatch Team.

I haven’t received an order confirmation, what can I do?

Check your spam box first, sometimes confirmation emails end up in here. If the confirmation is in there, make sure you set this email to 'trusted' to be informed of new updates regarding your order!

In case you can't find the confirmation email in your spam box either, please contact our Customer Care Team and let us know under which name you placed the order.

What happens if I have not received my order?

If you have not received your order, we apologise for any inconvenience that this may have caused! We rigorously track all shipments, and in the event of a delay or lack of updates from the courier, we will raise an investigation on your behalf.

In the meantime, you should still have access to the latest information on your order's whereabouts through the assigned tracking link. If there have been no updates on your tracking information for more than 3 working days or you believe your order has been delivered incorrectly, please reach out to our Customer Care team on info@thezoofamily.co.uk

Do you offer extended returns for Christmas gifts?

Yes! All orders placed from 1st December can be returned until 31st January, giving you plenty of time after the holidays. Standard return policies still apply.

How do I initiate a return?

Email us at info@thezoofamily.co.uk with your order number and reason for return.
Please make a note of your order number, pop this inside the package and send the carrier back to:

Zoofamily
Haus Distribution
Unit E2 High Flatworth
Tyne Tunnel Trading Estate
North Shields
NE29 7UZ

Unfortunately, we do not currently cover return shipping costs. I would recommend using a tracked service so you can keep an eye on the return.

What is your return policy?

You’re more than welcome to return a product to us; we offer a 30-day return window from the date of delivery.

Please note, items must be unused, undamaged, and in their original packaging, including all original labels and accessories – ensuring they remain in a resalable condition.

When will my return be processed?

Once we receive and inspect the returned item, we aim to process refunds or exchanges within 5 working days.

Refunds are issued using the same method of payment that was used to purchase.

How long will delivery take?

Standard delivery usually takes 2–3 working days.

Please note during busy periods or due to courier delays, deliveries may take slightly longer!

What are the shipping costs?

We offer free delivery on all UK orders over £85!
If your order is under £85, a £5.99 shipping fee applies.

When will my order be shipped?

Orders placed before 2PM (on business days) are dispatched the same day from our UK warehouse.

Orders placed after 2PM will go out the next working day

Where is my parcel coming from?