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FAQ
Quick answers to the most Frequently Asked Questions.
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General conditions
You may return an item and get a full refund, or exchange the item, within 14 days from delivery. Please note that the item must be in the same condition when returning it, as it was when you received it.
Exchanging an item
If you want to exchange an item, the best way to ensure that that the new item doesn't get sold out is to call customer service, so that we can reserve the item for you. You can call us weekdays between 09-12 (+1 GMT) on 08001 60600. If you cannot make any calls during these hours, you can contact us by mail here. When you've called customer service and cleared your exchange, you fill out the return form which came with the delivery and send the form along with the item to the address stated on the return form. Note that you pay the shipping cost. When we've received the return, we send you the new item. Note that it can take a couple of weeks before you receive your new shipment.
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Money back
If you want the money back on an item, you fill out the return form which came with the delivery and send it along with the item to the address stated on the return form. Note that you pay the shipping cost. Once we received the return, we repay you the money. Note that it can take a couple of weeks before you have the money on your account.
Complaints
If you've received a defective item, fill out the return form which came with the delivery and send it along with the item to the address stated on the return form. Once we received the complaint, we refund you the money for the item as well as for the shipping.
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Can anybody shop at Zoovillage?
No. You have to be over 18 years (or have your guardian's approval) and live in the EU. If you live in Sweden, we have a Swedish site here.
How much does shipping cost?
The shipping cost depends on which country you wanted your order delivered to. Here is a list:
| Country | | Cost in Euro € |
| Austria | | 25 |
| Belgium | 20 |
| Cyprus | 27 |
| Czech Republic | 27 |
| Denmark | 18 |
| Estonia | 27 |
| Finland (COD) | 12 |
| Finland (CC) | 7 |
| France | 25 |
| Germany | 18 |
| Greece | 25 |
| Hungary | 27 |
| Ireland | 25 |
| Italy | 25 |
| Latvia | 27 |
| Lithuania | 27 |
| Luxembourg | 20 |
| Malta | 27 |
| Netherlands | 20 |
| Poland | 27 |
| Portugal | 25 |
| Slovakia | 27 |
| Slovenia | 27 |
| Spain | 25 |
| United Kingdom | 20 |
How to pay?
There are two ways to pay. You can pay online with your credit card, or (in selected countries) with cash on delivery.
What is the cost for shipping?
The cost depends on where you live and which way you choose to pay, and will be shown during the checkout process. It will, however, be between € 7 and 27.
What is the delivery time?
Normal delivery time is 5-10 working days. The delivery time may vary within the product range, the product information on the site clearly states each article's delivery time. In your Order Confirmation you will find information on the delivery time of your order. If by any reason the delivery time will differ from the time promised, we will contact you as soon as possible.
How is my package delivered?
Your package is delivered with UPS to your door. If you are not at home it is also possible to pick up and pay at the local UPS pick-up point, which will also be the option if you are not at home the first two times the courier tries to deliver at your door. The courier will leave you information about the address to the local UPS pick-up point. If you live in Finland we use Posti to deliver your order and you will have to pick it up at your local post office.
Can I return/exchange an item?
You may return an item and get a full refund, or exchange the item, within 14 days from delivery. Underwear is non-returnable.
Why can't I order the item I want?
If you can't choose a specific size it means that it's sold out. We do our best to keep popular items and sizes in stock, but sometimes even our suppliers run out of stock. If we get a restock, you'll see it on new in store.
Which size to order?
On the product detail page you'll find measurements which, if you compare them with your own, will help you order the right size. Want to know how to measure? Have a look at sizes!
Does membership at Zoovillage cost anything?
No, but it saves you money! As a member you get many advantages, including discounts. To become a member, click here.
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