FAQ

Here you will find answers to the most common questions when shopping at Zoovillage.


Can I cancel my order / remove items from my order?

You can check the status of your order by logging in to your Zoovillage.com account. You can cancel your order until your order has changed status to "picked". If your order has changed status to "picked", we have already started processing your order and can no longer cancel it or make any changes. You also cannot cancel your order / remove goods from your order after you have received the "Order Confirmation -Your goods have been shipped" e-mail as this means that your order has already been sent from us

If you could not cancel your order on time, you are welcome to return your order to us with the customer return that is included in your package.gTo cancel / remove items from your order, please contact customer service at support@zoovillage.com.

Where is my order confirmation?

The first thing you should do if you have not received an order confirmation for your purchase is to check that you have entered the correct e-mail address when ordering.

The easiest way to do this is to go to your account on Zoovillage.com and click on "My pages". If the address you provided is incorrect, you should contact customer service as soon as possible to correct your order. If the e-mail address is correct, you should check that the order confirmation has not ended up in your spam folder.

Where are my goods?

When your order is packed and ready to be sent, it will have a shipment ID and you will receive an e-mail sent to you with an "Order confirmation from Zoovillage". The e-mail contains information about your order and a link where you can follow your shipment

Can I add items to my order?

You cannot add more items to an order after an order is confirmed. If you want more items, just add another order or cancel your current order and then add a new one.

Why have not all items in my order been shipped?

Sometimes it can unfortunately happen that we have an error in the stock balance of an item that you ordered. Then we unfortunately do not have the opportunity to send out your order / the ordered item. You will then be notified of this by e-mail that we have canceled your order partially or in full. The item will then be deleted from your order.

Why did you cancel my order?
We reserve the right to cancel orders or remove items from orders placed in multiple quantities of the same item. At Zoovillage, we are happy to offer you personal service if you are unsure of your size, send us an e-mail or chat with us and we will help you. We do this because we care about the environment and do not want to send goods back more than needed.

Where's my invoice?
Your invoice is not included in the package, but is sent out separately to your e-mail from Klarna. If you have not received your invoice or have other questions about your invoice or payment, please contact Klarna.

Why can't I log in to my account?
It is important that you enter your username and password exactly as you did when you created your account. If you have forgotten your password, you can set a new password by using "Become a member -> Forgot password"

NOTE! Make sure you are trying to log in to the website of the country in which you are registered. If you are on the wrong site, you can change site in the top left corner of the page.


Can I change my email address?You can change your e-mail address at checkout before completing your purchase or by logging in to your account before placing your order.

NOTE! You can not change your email address after a confirmed purchase.

If you have questions about changing or changing your e-mail address, you are welcome to contact our customer service at support@zoovillage.com

Are all your goods in stock?
Yes, all of our articles on the website are in stock in our warehouse. The warehouse is directly linked to the website and is continuously updated, so the garments and sizes we have on the website are the ones we have in stock. However, we do not have the opportunity to order specific items on request and sometimes there might be errors in stock balance.

Are you looking for another size?
We try to replenish our most popular goods as best we can continuously for one season. If your item is out of stock, you can monitor it on the website and we will inform you via e-mail when the item arrives in stock again. Unfortunately, we can not give the exact date of when or if refilling will take place on a specific product.

Why can't I activate my discount code?
If your code cannot be activated, it can be due to several things:
- Validity date has passed
- Your discount code only applies to regular prices
- Your discount code does not apply to the brand you are trying to buy
- Your discount code only applies to sale items
- Your discount code has been used


What is the status of my return?Once your return has been received and registered, an email will be sent to you to confirm this. A return can take up to 14 days to register from the time it arrives to us.

To check where your return is during shipping, you can search for your package via the carrier with which you sent your package. Have your shipment ID on hand and visit the website that belongs to the carrie


What do I do with my invoice for a return?If you return your entire order, your invoice will be canceled when your return has been processed, and you will receive a confirmation on e-mail. If you return parts of your order, you will receive an updated invoice after we have processed your return

How long does my package stay with the handling agent?Your package will remain for 14 days from the date of arrival at the handling agent.

After these 14 days, your package will be returned to Zoovillage and we will have to charge a fee of SEK 299 for handling unredeemed shipments


Can I change payment method after confirmed order?
You will have several options on how you want to pay for your purchase after you click on "Complete purchase". There you make an active choice how you want to pay. Once you have paid it is no longer possible to change the payment method. In such cases, you must cancel your order and place a new one

For how long can I return goods?
You can return your goods for 14 days from the day you receive your package. Right of return applies to all goods, regardless of price, with the exception for underwear and swimwear where the packaging has been opened. The right to return also applies to goods that are on sale or promotion

Do you have a store I can visit?
No, at present we do not have a physical store.

Can I submit my return in person?
It is not possible to leave a package directly to our warehouse. Your return must be sent in with the return shipping note that was included in your package.


If you could not find the answer to your question, you are welcome to contact support@zoovillage.com