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Terms & Conditions

General Information

The following General Terms and Conditions of Sale concern the offer and sale of products on the website, owned and maintained by The Zoofamily (Kollektiv7680) , Lobeliastraat 4, 8670 Koksijde, Belgium, VAT BE 1007. 796.940. Requests for information should be made to

The Zoofamily online store is open 24 hours a day. The website might temporarily be down for maintenance. You must be 18 years old and have a valid credit card to shop on our website. If you are not yet 18 years old, you can have an adult make the order for you.

How to Order 

1. Find the product you like and click “ADD TO CART”. In the shopping cart you click on the “CHECK OUT” button at the bottom when desired products are in the shopping cart.

2. Continue through the checkout process, and chose either:

  • to fill in your details; name, shipping address etc. (at the bottom you can choose to save this information for later) or
  • to log in, when you already have an account.

3. You can check the products and total amount during check out.

4. Click “CONTINUE TO SHIPPING” when you have filled in all the information.

5. Then check if your shipping address is correct and click "CONTINUE TO PAYMENT"

6. Here you can:

  • Choose your wanted payment method and,
  • Change address to use a different billing address.


7. From now on, you have made a binding offer for the purchase of the items you have chosen.

8. At this stage your order is still subject to our acceptance. When we have accepted your order, we will obtain an authorization from your credit card company for the amount on the order. We are not withdrawing money from your card at this stage, but the amount might be reserved on your account. This is a normal process with banks and credit card companies. If your credit card is not authorized, your order will not be processed further, and we will contact you by e-mail with further information.

9. Directly after you have placed your order, you will receive a confirmation e-mail including the terms and conditions for your order.

Secure Payment
We accept banktransfer, Visa, MasterCard, PayPal, MasterCard Debit and Maestro. The payment is charged when your order is packed and ready to be dispatched.
No credit card fees are charged by us. Please note that it is not possible for us to charge a higher amount than the one approved by you. Payment is processed via Shopify and Mollie system through a certified secure payment solution.

Shipping and Delivery
We offer FREE standard shipping across Europe on all orders over 99€.

Within Benelux; Under 99€ we offer a low shipping rate
Outside Benelux; depends on weight and size calculated in checkout.

Countries outside of Europe: On all orders outside of Europe, the shipping cost depends on the shipping country and your total purchase amount and can vary from €25 - €164.

All international orders are shipped with GLS from our warehouse in Belgium. You will receive an e-mail with shipping information when your package is on its way.

PLEASE NOTE: Orders delivered to countries outside the EC fiscal (VAT) area will not have VAT (BE Tax) charged to them. Also note that, depending on your order and country, you will be liable to pay local taxes and duties upon receiving your order, for which The Zoo family cannot accept liability. The refusal to pay such fees will cause a full cancellation of the order. Transportation costs and custom clearance costs associated with a cancellation will be deducted from the total amount refunded to you. Countries where this applies is for example Norway and Switzerland

All orders placed before 11 am CEST/CET will be shipped the same day. Orders placed after 11 am CEST, will be shipped the following business day. In tense periods the delivery might take longer.

The Zoofamily is not responsible for any shipping delays. GLS is responsible.
Delay might occur on international shipping, if the package is held at customs. The Zoofamily is not responsible.

PLEASE NOTE: If your package has been delivered to a collection point please make sure to collect it in time, before it is returned to our warehouse. If your package is returned to our warehouse, The Zoo family will not cover the shipping cost. You will have to cover the shipping costs in such circumstances.

It is possible to cancel your order if it has not yet been shipped from our warehouse. If you want to cancel an order, please contact us as soon as possible by e-mail or phone:

Monday to Friday between 9 am - 4 pm

Cancellation rights 
As a consumer, when you buy from us, you have a 14-day cooling-off period, in which you have the right to cancel the purchase.
This cooling-off period expires 14 days after the day on which you received your goods. If you have ordered several items in the same purchase, and they are delivered separately, the period runs from the day you received the last item.
The period means that you have 14 days after receiving the goods to let us know that you want to cancel the purchase. You can send an e-mail to You cannot cancel the purchase by refusing to receive the goods, unless you inform us at the same time.

Cancelling part of the purchase
If you have bought more than one item from us, you may return one or several items, even if they were bought in a single order. Please note that freight charges will not be refunded if you cancel part of your purchase.

Exchange an item
If you wish to exchange an item to another size, style or colour, please place a new order in our webshop and return the item you have already purchased.
For information about how to return an item we refer to the section below Returning the Items.

Returning the items
When you have informed us that you are cancelling your purchase, you have 14 days in which to return the goods to us. You yourself must pay for returning the package, and you will be liable if it is damaged during transport.

Send the item to:
The Zoofamily
Lobeliastraat 4
8670 Koksijde

We will only accept packages sent directly to this address which is The Zoofamily’s warehouse. We do not accept returns sent to drop-off’s and collection points.

How to Return an Item:

  1. Send us a mail to
  2. After our approval send your return item to the address above, within 14 days after you have informed us, that you want to cancel the purchase.
  3. Fill out the return form and send it along with the item you want to return. Please make sure to write your full name and order number.
  4. Make sure to wrap up the return items to avoid damages – damaged return items are your responsibility and not The Zoofamily’. We recommend using the original package (carton and / or poly bag).If your return item is not received in the original condition and packaging, we may make a deduction in your refund.
  5. When sending your return items make sure to choose a business delivery option (not access point).
  6. We recommend GLS or UPS.
    NOTE. We do not hold responsibility for items lost in shipping when returned, so we recommend keeping your shipping receipts and tracking numbers.
  7. When returning an item, the shipping costs will be covered by you and not by The Zoofamily.

The state of the article when you return it
If the value of the article is reduced, and the reason is that you have used it in any way beyond what was necessary to check the type and properties of the article and how it works, then only part of the purchase sum can be refunded to you. The amount that can be refunded depends on the saleable value of the article, and in certain cases this may mean that only the freight charges can be refunded.
We recommend that you return the article in its original packaging.
If the original packaging is missing, it may reduce the value of the article.

Refund of the purchase sum
If you cancel a purchase, you will get your money back. If the value of the article is reduced, we will deduct the amount you are liable for.
We refund all payments received from you no later than 14 days from the day when we have received your notification that you want to cancel the agreement.
We will return the money by the same means of payment which you used for the purchase.

NOTE. It is not possible to get the refund credited to another debit/credit card account than originally used - even if the item was received as a gift.

We may hold back the payment until we have received the article, unless you send documentation that you have returned it.

Right to make complaints
When you trade with us as a consumer, the Sale of Goods Act applies.
This means that you have a right to complain within 24 months.
If you have a complaint, please contact us by e-mail on .
Please attach a photo of the item, you have a complaint about. If your complaint is justified, it means that you may either have the item repaired or replaced, or your money refunded, or a reduction in the price, depending on the specific situation.
You must complain within a reasonable time after you have discovered a defect. If you complain within 30 days after the defect has been discovered, it will always be regarded as within a reasonable time.
If a refund is justified, you will receive the refund no later than 14 days after we have approved the complaint. If the complaint is justified, and you have sent us the item, we will refund your freight costs (within reason). The item must always be returned in suitable packaging. Remember also to obtain a receipt for dispatch, so that we can pay back your freight costs.

Personal data policy 
We need the following information when you trade with us:
Name, address, telephone number and e-mail address.
We register and pass on the personal details which are necessary to deliver the goods to you.
Personal data is registered with The Zoofamily and is kept for five years, after which the details are deleted.
In addition, we work with a number of other companies who store and process data. These companies process the data exclusively on our behalf and must not use them for their own purposes. 
We work only with processors of data in the EU or in countries where your data will be given adequate protection.
On the person responsible for data is The zoo family.
You are entitled to be told what details about you we process.
If you believe the details are inaccurate, you are entitled to have them corrected. In certain situations, we are obliged to delete your personal data if you ask us to do so. These could, for instance, be data which are no longer necessary for the purpose we used them for. You can also contact us if you believe that your personal data are being processed in a way that is against the law. You can also write to us at:

Where you can complain
If as a consumer you want to complain about your purchase, please contact us by mail at If we do not succeed in finding a solution and you are an EU resident, you can send a complaint to the to the EU Commission’s online complaints portal here –   

Trademark and copyright
All product designs, product names and content included on this website are protected by international copyright and trademark laws. You are not permitted to use any product designs, product names or trademarks presented on this site without prior written consent from The Zoofamily. These terms and conditions are subject to the laws of Belgium and any dispute related to this website, its services or these terms and conditions shall be settled by the courts of Belgium.

Content disclaimer
The Zoofamily strives to provide accurate and updated content on this website. Unfortunately, occasionally there may be price changes, sold out goods and other unintentional errors on our site. The Zoofamily can only be held responsible according to the laws of Belgium.

Standard cancellation form
(This form is only to be filled in and returned when the right to cancel is exercised.)


The Zoofamily
Lobeliastraat 4,
BE-8670 Koksijde

I wish to make use of the right to cancel in a purchase agreement concerning the following goods/services:



Ordered, date: _______________________________     Received, date: _______________________________


Consumer’s name: ______________________________________________________________________


Consumer’s address:  ___________________________________________________________________


Consumer’s signature: _________________________________________      Date: _________________

(only if the content of the form is given on paper)

The terms of business were last updated on 01.03.2020

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