Auckland Zoo Shop is dedicated to providing quality products to its customers. If you would like to return an item, contact us immediately on +64 9 376 3035 or via email at

Auckland Zoo takes every precaution in packing and despatching your order but if your item has been damaged in transit, please let us know immediately.

If the item is faulty, we will gladly replace it, or refund you the purchase price in accordance with our obligations under the Consumer Guarantees Act 1993 . If you return an item as faulty, and we examine it and find that it is not faulty, we may charge you a delivery fee to return the item to you.

Change of mind exchanges, including clothing size exchanges, are subject to our discretion. If approved, change of mind exchanges must be processed within 28 days of the original purchase transaction. In order to complete a change of mind exchange process, you must provide proof of purchase.

If you are returning an item (other than a faulty item) to us, the item returned must be in its original product packaging, not used or worn, and in saleable condition. Please package the physical item as securely as possible. Auckland Zoo is not liable for lost returns parcels or any damage incurred to a returns parcel in transit. We recommend using a track and trace courier service.

The cost of delivery for change of mind exchanges is not refundable. A further delivery fee will be charged for sending out all exchanges.

All sale and discounted items are final sale. We cannot provide refunds, returns or exchanges on these items, unless the item is faulty. If a sale or discounted item is faulty, we will replace the item, or refund you the purchase price if the product is out of stock and no longer available.

All refunds will be made using the payment method [and to the credit card] that was used to make the original purchase.

If the Consumer Guarantees Act 1993 applies to your purchase, nothing in this returns policy limits your rights under that Act.

For general Auckland Zoo terms and conditions, click here.