Technical Help
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 browsersJavaScript
Why do I need JavaScript?Miscellaneous
The outer image border does not appear on the website. Why?
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 have received an incomplete delivery. What should I do?
I have received a defective item. What should I do?
I ordered five working days ago and I still have not received my goods. What
should I do?
I have received an incorrect article. 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 in the United Kingdom?
Where do you ship to internationally?
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?
Returns and Replacement
What is your return address?
Is there a time limit for returns?
Should I pay the postage for my returns?
When and how do you refund the postage?
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 and Discounts
What coupons and discounts do you offer?
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?
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: +44 1234 430 366
Fax: +44 1234 430 367
Please note: Call costs will vary depending on your service and length of the call.
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.
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:
- Click Tools, and then click Internet Options.
- Click the Privacy tab.
- 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.
- 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.
- Click Ok.
Mozilla 1.7 (and higher) for PC, Win 32
At the top of your browser on your Task Bar:
- Click Edit, and then choose Preferences.
- On the Category panel, choose Privacy & Security and click on the Cookies label.
- 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.
- 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
- Go to Tools and choose Internet Options
- The corresponding tab General should be selected automatically - under Temporary Internet Files, click Settings.
- Under Check for Newer Versions of Stored Pages, select Every Visit to the Page
- Click Ok twice
Mozilla version 1.7 for PC
- Go to Edit and choose Preferences
- Choose Cache under the category Advanced
- Under Compare the Page in the Cache to the Page on the Network, activate Always
- 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
- In the Tools menu, click Internet Options
- Click the Security tab
- Ensure that Internet is selected and then click Custom Level
- In the Settings box, click Enable Active Scripting
- Click Ok twice
Mozilla version 1.7 PC
- On the Edit menu, click Preferences
- Under Advanced choose Script & Plugins
- 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).
Your Order
Do you have a minimum or maximum order value?
Our minimum order value is 5.00 euro (excluding shipping fees). We do not have a maximum order value, but our products are only available in regular quantities for household use.
For orders to the Republic of Ireland, if the order value is above €49.00, then we provide free shipping and handling. For orders to the Republic of Ireland with a value of less than €49.00 we charge a small shipping and handling fee of €4.90 regardless of the number of packages, size of the consignment or its weight. For shipping fees and information on shipping to other countries please click 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 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 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.
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.
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 orders sent to the Republic of Ireland we provide free delivery and handling on all orders above €49.00. Orders of a lesser value incur a small shipping and handling fee of €4.90 regardless of the number of packages, size, or weight of the consignment. For shipping fees to other 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 four working days for it to arrive.
What delivery services do you use?
For orders to the UK you can choose that your package be shipped with either DHL or GLS and its regional delivery partners respectively (eg Parcelforce). Orders to Spain, Italy and Poland can only be shipped with GLS, and orders to Switzerland can only be shipped with DHL. Please note: a small number of particularly large items can only be shipped with DHL. Thank you for your understanding. For a complete list of countries and their respective delivery services please click here.
What happens if I am not at home when my goods are delivered?
The delivery services GLS and DHL and its international partners (eg Parcel Force and SOEE) 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 Post Office (Parcelforce) or a depot address (DHL) 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 four 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 outside of the Republic of Ireland?
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, Sweden. Shipping fees vary by country, and customers for these countries are advised to use the dedicated www.zooplus.co.uk and www.zooplus.com shops respectively. For more information regarding international shipping fees please click here.
Payment and Security
What methods of payment do you offer?
Payment for goods can be made either by Visa, Mastercard, American Express or Diners Club credit card. The checkout system allows you to choose your preferred option.
The methods of payment we offer are completely safe due to our high security standards. All personal data and credit card details are protected by technical encryption and an additional authorization process (both when transferring data and saving data on our servers).
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.
Returns and Replacement
What is your return address?
For the return address please contact our customer service team for further details. Please fill out the returns form enclosed in your package and place it in the parcel to be returned.
Is there a time limit for returns?
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, or contact us regarding your return within this 14 day period by e-mail, telephone or fax after the receipt of goods. If the cancellation is successful, the payments and/or services are refunded on both sides, including uses (ex: interest). Once we have received your return/s, the purchasing contract is canceled and you will be refunded within 14 days.
Should I pay the postage for my returns?
Please contact our customer service team if you wish to return some or all of the items from your order. Please do not send goods without sufficient postage. Unfortunately, we must request that goods which are not damaged or incorrect be returned at your own cost, depending on the value of the goods. Please contact customer service to learn more. You will find all the documents necessary for returning goods together with the invoice in your parcel.
When and how do you refund the postage?
If the goods arrive damaged, please contact zooplus for a full refund. Faulty goods are fully refundable, including delivery, return, etc. Please inform our customer service of faulty goods or goods damaged in transit within the first 2 days of their arrival.
The refund of the return costs follows in accordance with the standard rates of our delivery partners. Any priority, express or courier component of the postage charge cannot be refunded. We are pleased to offer a collection service from your home in cases where the goods are difficult to transport Please get in touch with our customer service team for further information.
Please inform us of the postage costs using our contact form so we can refund you accordingly. The postage is not always clearly stated on the package.
The article I have ordered does not fit. May I return it?
Yes. The zooplus AG guarantees you 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, simply return the goods bought online or send a return request within the 14 day period by e-mail, telephone or fax. All articles which you have bought online and do not like can be returned when accompanied by sufficient postage.
Why do I receive an invoice with my exchange order even though I have already paid the previous bill?
When you return an article your customer account will be credited accordingly. However, it will first be credited after we receive the returned goods. If you have already paid your original order by credit card then it will not be charged again. Please disregard the invoice which accompanies the exchange delivery.
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 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.
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?
No. Unfortunately, it is not currently possible to buy zooplus gift vouchers.
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.ie.
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