Help

Technical Support


The Items in the Shopping Cart are Deleted (Cookies)

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

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?

General Information on 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 & Delivery


Your 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 do I order?
How many packages will I receive?
How can I trace my order?
I ordered five working days ago and I still have not received my goods. What should I do?
There was no invoice in my package. What happened?
I have received an incorrect invoice. What can I do?

Delivery: General Information

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 dispatched on a certain day?
What does the delivery date icon mean?
Where do you ship to internationally?

Payment & Security


Payment and Security

What methods of payment do you offer?
I paid by credit card. When is it charged?
I have received a payment reminder, but I have already payed for the goods. What can I do?
I have received a payment reminder, but the goods in question have been totally or partially returned. What can I do?
Can I pay by cheque?

Returns & Replacements


Returns and Replacement

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


Coupons and Discounts

How do I redeem a coupon?
Can I redeem multiple coupons per order?
Can my coupons be redeemed for cash?
Can I buy gift vouchers at zooplus?

General Questions


Advantage Programs

How does the zooplus Rewards Program work?
Do I need to register for the zooplus Rewards Program?
How do I earn zooPlusPoints?
What can I do with zooPlusPoints?
Can I exchange my zooPlusPoints for cash?
Can I combine zooPlusPoints from multiple customer accounts?
How do I know how many zooPlusPoints I have earned?

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?
I forgot my password. What can I do?
Is my personal data safe?
Is there a zooplus store near my home?

Contact Information

Our customer service team can be contacted by e-mail using our online contact form, or Monday to Friday (9am to 4pm) in the following ways:
Telephone phone: +44 1234 430 366
Fax: +44 1234 430 367

Please note: Call costs may vary depending on your service and length of the call.


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 by reading the text below.

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 transfered 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).


Orders & Delivery


Your Order

Do you have a minimum or maximum order value?

Our minimum order value is €29.00 (excluding shipping fees). We do not have a maximum order value, but our products are only available in regular quantities for household use.

zooplus offers delivery to most countries in Europe. For information regarding shipping fees to individual 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 soon as possible, so usually orders can not be canceled as requested. 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 do I order?

We explain how to place an order with zooplus in our shopping help.

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 can I trace my order?

You will need to contact our customer service team in order to trace your order.

I ordered five working days ago and I still have not received my goods. What should I do?

We will trace the package with the help of our delivery partners and inform you as to its whereabouts. Please contact our customer service team.


Possible delays to your zooplus delivery

Due to very high volumes of parcels currently being processed in our warehouse, and across the entire UK network by our delivery partners, we are sorry to advise that some customers are experiencing delays of 1-2 extra days before their parcel arrives.

Please bear with us while we do everything possible to return to our normal levels of service. In the meantime, we would like to apologise for any inconvenience this may cause you.

If you have any particular concerns, please contact our customer care team via the usual methods.


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.

Delivery: General Information

How much does shipping cost?

For shipping to most countries, we offer free delivery and handling on orders of €49 or above. Orders of a lesser value incure a small shipping and handling fee of €4.90 regardless of the number of packages, size, or weight of the consignment. For more information regarding shipping fees to individual countries, please click here.

How long does delivery take?

After an order is shipped from our warehouse, which is usually completed within 48 hours of the order’s receipt, it usually takes three to five working days for it to arrive.

What delivery services do you use?

For orders to the UK your parcel will be delivered by Yodel. Please note: the system chooses the delivery company based on the size and weight of the product. For a complete list of countries we ship to and their respective delivery services please click here.

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

The delivery services DPD, DHL and its international partners 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?

We are currently unable to provide precise dispatch and delivery times. Your order is usually shipped within one to two working days of its submission. After an order is shipped it usually takes three to five 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 internationally?

We deliver to the UK (England, Scotland, Wales, and Northern Ireland) except the Channel Islands, Austria, Belgium, The Czech Republic, Denmark, Finland, France, Germany, Italy, Luxemburg, The Netherlands, Poland, Spain including the Balearic Islands, and Sweden. Shipping fees vary by country. For more information regarding international shipping fees please click here.


Payment & Security


Payment and 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:

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

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.

Payment by Bank transfer:
If you are paying via Bank Transfer, please be sure to include your order invoice number in the payment reference field when you enter the information for your bank transfer. Please transfer the balance to the following account:

zooplus AG
Commerzbank München
IBAN: DE64 7004 0041 0211 4411 01
SWIFT (BIC): COBADEFF700

Please note: Your bank's regular domestic bank transfer fees are only valid for standard EU bank transfers. For a standard EU bank transfer, you must enter the IBAN (international bank account number) and BIC (bank identifier code) of the recipients bank. Bank fees charged for other types of foreign bank transfers will not be covered by zooplus.
We'll ship your order as soon as we have received your payment.

I pay by credit card. When will it be charged?

After the goods have been dispatched, we forward your invoice details within two days to the relevant credit card company. You will be charged according to your personal accounting period.

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

We would be pleased to check your data. Please inform us about the precise date that your credit card was charged by contacting our customer service team.

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

Your account cannot be credited until we receive the items you returned, so this may take several days. If you are unsure about the status of the returned goods or your account, please contact our customer service team. If you have a postal return receipt for the goods you returned then please have it ready.

Can I pay by cheque?

No. Unfortunately, it is currently only possible to pay with credit card or via pre-payment.


Returns & Replacements


Returns and Replacement

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?

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. Credit cannot be used for future orders and a refund will be done instead.

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


Coupons and 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 the voucher's value is 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. However, if a customer uses the bank transfer as an option as a method of payment, the customer will receive an automatic 2% Clever Discount.

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.

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


Advantage Programs

How does the zooplus Rewards Program work?

The zooplus Rewards Program 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 zooPlusPoints for a great reward! Click here for more information.

Do I need to register for the zooplus Rewards Program?

zooPlusPoints can only be collected if you are registered. If you choose express check-out without registration the zooPlusPoints are not activated. Upon registration, you will automatically start collecting zooPlusPoints. Click here for more information.

How do I earn zooPlusPoints?

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

What can I do with zooPlusPoints?

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

Can I exchange my zooPlusPoints for cash?

No. Your zooPlusPoints can only be redeemed for items in the zooplus Rewards Program and cannot be exchanged for cash. For more details regarding the value of zooPlusPoints, please see the zooplus Rewards Program Bonus Points Overview .

Can I combine zooPlusPoints 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 zooPlusPoints I have earned?

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

FAQ

Selection and Stock of Products

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 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.

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 contact our customer service team 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.com.