Terms & Conditions

Product information

Please be aware that the following terms & conditions do not apply to ticket purchases which can be found here.

Colchester Zoo makes every effort to display products as accurately as possible. In the event that a product is mistakenly listed at the wrong price or with incorrect product information, Colchester Zoo reserves the right to refuse and cancel any orders placed for that product, refunding any of those who may have been charged. In no event shall Colchester Zoo be required to provide you the product at the incorrect price.

Prices and discount are subject to change at any time without notice and are inclusive of VAT.

All products listed are subject to availability and can be removed from sale at any time. Should an item become out of stock or unavailable once you have placed your order but before we are able to send this item to you, you will be notified and refunded as soon as possible.

Ordering, cancelling and returning products

All products purchased from this Site are for private use only and are not for re-sale. To place your order the following steps are followed:

  • You place the order for your products on the Colchester Zoo online shop by selecting the ‘Submit Order’ button at the end of the checkout process.
  • We will send an order confirmation email detailing the products you have ordered.
  • Your order will be delivered to you from Colchester Zoo. Order acceptance and the completion of the contract between you and us takes place on the dispatch of your order.
  • Your credit/debit card will be charged when your order is placed.
  • If there are any problems with your order we shall contact you.

The details of your specific contract will not be filed by us so please print and retain a permanent copy of the Conditions.

You will be given an order summary before confirming your order. Please check all information is correct. Colchester Zoo cannot accept any liability where you provide an incorrect delivery address. 


All cardholders are subject to checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment to us, we will not be liable for any delay or non-delivery. We do not accept payment by cheque, cash, postal orders or American Express.

We will take all reasonable care to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be liable for any loss you may suffer if a third party procures unauthorised access to any data provided by you when accessing or ordering from the Site.


All orders are processed the day after your order was placed and dispatched on clearance of payment – usually within 3-5 days, depending on the time of receipt and stock availability.

During peak periods delivery may be delayed.  

Returns and refunds

Under the Consumer Contracts Regulations 2013 if for any reason you are not satisfied with any product purchased from the Colchester Zoo online shop, the purchaser has the right to return it to Colchester Zoo within 14 days of purchase as long as the product and original packing are in resalable condition. Costs of postage need to be met by the purchaser.

To cancel, the purchaser must inform us of their decision as soon as possible by a clear statement, including details of name, address, details of the order you wish to return and, where available, your phone number and email address.

You can contact us by email: enquiries@colchesterzoo.org 

Please note that, with the exception of faulty merchandise, we cannot accept the return of personalised items or products that have been opened and used. A refund cannot be given on gift vouchers once a booking has been made or on those which have been extended, expired or exchanged. All tickets purchased to visit Colchester Zoo and other purchases made for a specific date are non-refundable. This does not affect your statutory rights as a consumer.

If you wish to return an item which was given to you as a gift, please be aware that only the purchaser is able to return an item purchased from us and reimbursement will be refunded to the original payment card only.

We are unable to refund the return postage cost unless an item is faulty and we may be required to charge a reasonable fee to cover processing and admin fees. 
Additional Conditions

Please read Colchester Zoo’s full privacy policy and terms of use here.


Our company details are:
Colchester Zoo
Registered address: Colchester Zoo, Maldon Road, Stanway, Colchester, Essex, CO3 0SL
Telephone: +44 (0)1206 331292 (09.30 – 16.30 GMT Monday to Sunday, except Christmas day. An answer phone operates at all other times). 

Email: enquiries@colchesterzoo.org

Colchester Zoo is registered in England, No. 1271226, VAT Reg No. 286170151.

Newsletter Signup

Sign up to our newsletter for all the latest deals, news and more!

Subscribe To Our Newsletter