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?

Yes, you can cancel or remove items until your order status says "picked." Log in to my pages to check the status of the order. Contact us at support@zoovillage.com, and we'll help you cancel or change your order.

If your order status says "Picked" or that you have received an order confirmation, it is unfortunately not possible to make a cancellation or product change. This is because we have already processed your order. But when your order has reached you, you can easily return it to us. Use the return slip included in the package and hand it to the post office. You can check the status of your order by logging in to my pages.

Where is my order confirmation?

Sometimes the order confirmation ends up in the spam mail. Check and see if it might be there. If it is not there, log in to my pages to ensure you have entered the correct email address when ordering. Contact customer service if you see that it is not correct, and we will help you with the correction.

Contact our customer service at support@zoovillage.com

Can I add items to my order?

Unfortunately, it is not possible to add more products to an order that has been completed. What you can do is place a new order on the items you want to add.

Where is my order?

You can track your delivery via the Shipping ID in your order confirmation. The order confirmation is sent to the email address you specified when ordering. 

During an ongoing sale, it may take a few extra days in addition to the normal delivery time to receive your order.

If part of the order is missing, please contact our customer service, and we will help you find out what happened.

Where's my invoice?
We refer all invoice questions to Klarna's customer service. You can reach them on their website here.

Why can I not activate my discount code?
If your code cannot be activated, it may be due to one of these reasons.

- 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 items on sale 

Have you received my return?

When we have received and registered your return, we will send you a confirmation by email. It can take up to 14 days from when it is received until it is registered. 

For how long does the post office keep my package?

Budbee Box here.

UPS here.

Do you have a store I can visit?
No, you will only find us online.

Can I submit my return in person?
No, all returns are sent to us by post.

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