Online Gift Shop Returns

If you need to return your item(s) please return it to us in its original condition within 28 days of receiving it and we will be happy to offer you an exchange or give you a refund. Please follow the steps below to return your item:

Email us at retail_onlinesales@chesterzoo.org with details of your order number and the goods you wish to return or exchange.  We will then give you a returns number.

Please wrap the items securely (reusing the original packaging if possible), write your returns number clearly on the parcel and send it to:

Chester Zoo Online Returns

Cedar House

Caughall Road

Chester

CH2 1 LH

Alternatively you can also return your item in person to the zoo gift shop. Please give us a call on 01244 389740 before returning your item.

For items that are to be exchanged we will send out replacement items on receipt of your returned items. Refunds will be paid to the credit or debit card used to make the original purchase within 14 days of receiving your returned item.

If your item is faulty or received in poor condition, please follow the steps above and we will be happy to refund or replace it.

We are unable to refund the postage cost of returning your item unless it is faulty or we have despatched your order incorrectly.