Lockdown FAQs

Colchester Zoo is currently temporarily closed due to COVID-19 until further notice.

Answers to your most frequently asked questions can be found below:
Colchester Zoo will close from 4.30pm on the 24th December 2020 until further notice.

We hope to share a reopening date with you soon but this is dependent on Government Guidance. Tickets are not currently available to purchase but when we are aware of a date for reopening we will release information about ticket availability.
If you have paid for tickets to visit us during the Zoo’s closure we have a number of options available to you:

1. Donate: You can choose to support Colchester Zoo and donate the money from your tickets to help care for the animals during lockdown by completing a form here.

2. Transfer: If you would like to transfer your tickets to an open dated ticket valid to visit us for 1 day within 6 months of Colchester Zoo’s reopening please complete the form here.

3. Upgrade: If you would like to continue to support the zoo and plan on visiting more than once when the zoo can reopen you can choose to upgrade your E-ticket to an annual Zoo Pass. The money you have spent on your E-tickets will be put towards the price of the Zoo Pass. Your Zoo Pass will be dated from the day the Zoo reopens and available for you to collect from this date. If you would like to upgrade your E-ticket to a Zoo Pass please email us at enquiries@colchesterzoo.org with the best number to contact you on and we will get in touch to complete this transaction for you.

4. Refund: If you would prefer a full or partial refund for the tickets purchased please complete the form here.

Zoo Pass bookings: If you have booked a free ticket to visit us using your Zoo Pass there is no need to get in touch, these will be automatically cancelled.

Pre-paid/Complimentary/Open ticket bookings: If you have booked a ticket to visit us using a pre-paid/complimentary/open ticket your booking will be cancelled and you are welcome to re-book for a date in future when we reopen.
If you have a Zoo Pass to visit Colchester Zoo we are very sorry you are once again not able to visit us due to another national lockdown.

As a way of supporting Colchester Zoo during this closure we hope that you will be happy to continue your membership as normal.

However, if you feel that you would like to be compensated for the time lost, we are offering to extend your Zoo Pass. Due to the length of closure being unknown at this moment in time we will advise the extension period once we know to what extent passholders have been affected. We will announce this extension period via our website, social media and Eletter in due course. Once confirmed, the extension period will automatically be added to those passholders who complete the extension request form.

In order to receive this extension you must complete our online form by the 29th January 2021. Please complete the form for the extension here. If you do not have a pass ID as you have not collected your pass yet please enter *New Pass* in the Pass Id box.

Those who complete the form by the 29th January will have their additional time automatically added and there is no need to contact us further. To save costs we will not be reprinting passes with a new date on but passes will be valid at the admission gates.

NB: The deadline date for application has been extended from the previous deadline of the 15th January.
If you had open-dated tickets to visit Colchester Zoo which are affected by this closure you can request to extend your open tickets for 12 months for an admin fee of £2.50. If you would like to do this please email enquiries@colchesterzoo.org.

Alternatively, we are offering to extend your current open-dated tickets for an additional 6 months on request. This extension is only available to those who complete our online form by 29th January 2021. You can complete this form here.

Those who do not complete the form we will assume you are donating this time to help support the zoo during this difficult period for which we are very grateful.

NB: The deadline date for application has been extended from the previous deadline of the 15th January.
If you would like to support Colchester Zoo you can do so through a number of ways such as purchases and donations. Find out more here.

Your ongoing support through these difficult times has been fantastic and we cannot thank you enough for your kind words.
Zoo Pass Renewals:
If you have a Zoo Pass and would like to renew this during the Zoo’s closure you are more than welcome to do so via our website. This will be processed by the team when we reopen with 12 months being added on to your pass expiry date. You will need to visit our Guest Services team once Colchester Zoo has reopened to collect your new Zoo Pass.

New Zoo Passes:
If you would like to purchase a new Zoo Pass to help support Colchester Zoo you can do so online whilst we are closed. Your Zoo Pass will start from the date we reopen and be valid for 12 months. You will need to visit our Guest Services team once Colchester Zoo has reopened to have your photograph taken and Zoo Pass issued.
All those who had an experience booked to take place during closure will be contacted by our Experiences Team to confirm this has been cancelled.

We kindly ask you to then get in touch with us when the zoo re-opens to re-book your experience.
If you had a Zoo Adoption which was affected by the Zoo closure we are offering an extension. The extension period is to be confirmed once we are aware when the zoo is reopening. You can check back on our website to find out this extension period in due course.

This extension is only available to those who complete our online form by 29th January 2021. This can be done here.

Those who do not complete the form we will assume you are donating this time to help support the zoo during this difficult period for which we are very grateful.

NB: The deadline date for application has been extended from the previous deadline of the 15th January.
If you have a Zoo Pass or Animal Experience Gift Voucher which is due to expire whilst the zoo is closed we will honor a redemption of your voucher within the first month of the zoo reopening therefore avoiding any time of your Zoo Pass being lost or risk of having to reschedule an Animal Experience.  

Keep an eye on our website and social media channels for reopening information.

Upon reopening you can redeem your Zoo Pass voucher by contacting our Guest Services team at enquiries@colchesterzoo.org or by calling 01206 331292 ext. 461.

For Animal Experience voucher redemption please contact our Experiences team at experiences@colchesterzoo.org or by calling 01206 331262 ext. 462.
We are very sorry for any inconvenience caused. We are running on reduced staff throughout the Zoo’s closure and so we would advise, if your question is not answered above, that you email your query to enquiries@colchesterzoo.org and we will respond to you as soon as possible.

Phone lines are limited and we cannot guarantee you will get through to speak to our staff immediately.

Please remember Colchester Zoo’s gates will be closed and so you are not able to visit Guest Services during this time.

Thank you for your patience and understanding during this difficult time.

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