conditions of sale

Conditions of Sale

These Conditions of Sale are subject to the Zookeeper Terms & Conditions published on this website.

Placing an Order

These conditions of sale apply to any order you place through the Zookeeper website regardless of how you access the website and orders placed will be treated as confirmation that you have read, understood and agree to these general terms and conditions of sale in their entirety, including the general terms and conditions, privacy policy and website disclaimer. If you do not agree to these general terms and conditions of sale in their entirety, you must not place an order through this website.

Conditions of Use

This website is operated by Zookeeper. Our principal contact is via email at john [at] zookeeper.ink where we will endeavour to reply to all messages promptly. By setting up a Zookeeper account, you are agreeing to email being used as the standard means of communication.

All orders are subject to acceptance and product availability.
By ordering a product, you accept these terms and conditions.
These terms and conditions are subject to change at any time, and it is your responsibility to check them before placing an order to ensure you are compliant and the terms are acceptable to you.

Payment

Payment must be made in full prior to the shipping of your order. Payment can be made by any of the payment methods indicated on the website. Payment methods may change from time to time. Please check which payment methods we support prior to placing your order.

Shipping & Returns

UK Shipping

Zookeeper use the Royal Mail for the shipping of all orders regardless of whether they are destined for the UK.

UK Deliveries Only

For all UK deliveries we use second class post, with proof of posting and the ability to track parcels.
We reserve the right to split your order if the weight exceeds 2Kg.

International Deliveries Only

For all International deliveries we use standard international post.
We reserve the right to split your order if the weight exceeds 2Kg. Please note that you may be subject to additional import taxes depending upon your recipent country taxes and laws.

Shipping Times

We aim to dispatch all orders within 3 working days, but please allow up to 14 days to receive your items. If, for any reason, the items you have ordered are out of stock we will email you regarding a delivery date.
If you are dissatisfied with the projected delivery time for out of stock items we will refund your order in full.

Refunds & Returns

Right to return within 14 days of delivery.

Zookeeper are happy to refund returns due to the following reasons:

Items damaged in transit
Missing parcels
Unwanted gifts
Dissatisfied customer

*Conditions apply, so please read the appropriate sections below for more details.
Please be aware: The cost of returning the items is borne by the customer in most instances.

Refunds will be made to the originally charged account within 14 days of receipt of the returned goods. Please note, if a non-faulty product is returned in a less-than-perfect state, then Zookeeper will not be able to provide you with a refund.
Zookeeper will be happy to return the rejected product(s) to you, but you will need to pay the subsequent delivery costs for this in advance. In this instance no refund will be granted.

What To Include With Your Return

Refunds will be declined unless you include the following with your return:
Returned items must be accompanied by a printed copy of the original proof of purchase. This is automatically delivered via email to the person who placed the order, once the order is finalised.
Order confirmations are sometimes delivered to email spam folders, so please check inboxes and spam folders for the order confirmation.

Returns must also be accompanied by a note explaining the reason for the return, and must reference any email correspondence between Zookeeper and yourself relating to the return, clearly stating the date and time of the emails you are referencing.
You must follow all instructions relating to your return to qualify for a refund. So please read the relevant information properly.

Items Damaged In Transit

Thankfully, parcels are very rarely damaged in transit. If, however, you are one of the very unfortunate few to receive a damaged order please get in touch right away.
Please contact us by email using this address :: john [at] zookeeper.ink
In your email detail the damaged item(s), providing photographs of the damaged products and packaging.
A refund or replacement will be offered after the items, with the original packaging, are returned to Zookeeper.

Missing Parcels

Thankfully, only a handful of orders have ever gone missing throughout the delivery process, and all of them have turned up in the end, rendering a refund unnecessary.
Please note: Zookeeper will not issue a refund if you claim your parcel has gone missing if:

Zookeeper can show proof of delivery
You failed to collect your parcel from the postal sorting office after you were issued with a postcard by your postal delivery worker requesting that you do this
You provided an incorrect delivery address

Unwanted Gifts

Regretfully, refunds can only be credited to the credit card or payment account of the person who originally purchased the item.
To receive a refund for an unwanted gift the item(s) must be returned in their original condition, and all items must be untainted.

The cost of returning the item(s) is borne by the person returning the item(s) and they must be properly packaged, with sufficient protective packaging to avoid damages in transit.

Refunds will be declined it the item(s) are returned in a damaged state. Please protect them thoroughly for transit.
Zookeeper do not refund original shipping costs or any costs incurred by you in returning your unwanted gifts.

Dissatisfied Customers

If, however, you feel you are not entirely happy with the level of service or the products you have purchased, you may return your items. All items being returned must be in their original condition. Returns must be made within 14 days of delivery, in exchange for a refund.

Refunds will be declined if the item(s) are returned in a damaged state.
You (as a customer) are liable for the cost of returning the products to Zookeeper.
Zookeeper do not refund original shipping costs or any costs incurred by you (P&P etc) if you make a return on this basis.

However, if Zookeeper has failed to achieve its own very high standards, then we will admit fault, and provide a refund in full.

Packaging Your Returns

If you have the original packaging in good condition, you can return any items using that, resealed and labelled. Otherwise use an appropriately sized boarded envelope to return the items. Use bubble wrap to ensure the items are firmly placed within their outer packaging so that they cannot move around within their packaging whilst in transit.
Items returned in a damaged state will not be refunded.
You must put your full postal address on the outside of the parcel.

Returns Address:

Email john (@) zookeeper.ink for return address.

conditions of sale