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WHERE DO WE SHIP TO?
We ship worldwide using fast and secure courier services with Royal Mail, FedEx and DHL. Please see our shipping page for shipping options and costs.
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HOW CAN I TRACK MY ORDER?
To track your parcel, you can find tracking information on your dispatch email. Unfortunately, we cannot deliver to PO Boxes or freight forwarding addresses.
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DO I NEED TO PAY TAXES & DUTIES ON MY ORDER?
For the UK, Japan, EU, Switzerland, Norway, Australia, New Zealand, Kuwait, Mexico, Israel, UAE, Qatar, South Korea, Singapore and Hong Kong- prices are inclusive of all duties and taxes.
USA and Canada – prices are inclusive of all import duties and taxes. Local sales tax is calculated on checkout.
For all other countries, duties & taxes will be automatically calculated and displayed during checkout. Depending on the country, you will have the option to choose DDP (Delivery Duty Paid) or DDU (Delivery Duty Unpaid)
Please note that if DDU is selected, you will be responsible for paying the required import duties & taxes upon delivery and the shipping carrier may not release the package without payment for import duties & taxes.
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CAN I REMOVE PACKAGING FROM MY ORDER?
All orders come with a complimentary tote. There is an option to remove this if you would like. You will find the option to do this in your shopping bag on the website.
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WHO IS GLOBAL-E?
Global-e are our expert sales facilitator and fulfilment partner. They work to simplify your shopping and delivery experience with Organic Zoo.
Global-e provide a localised checkout. It offers local currency, popular payment methods in your country and a calculation of all applicable duties and taxes.
After purchasing, global-e will email you with tracking information to check the progress of your order.
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CAN I AMEND MY ORDER?
If you wish to amend a UK order, please contact our team.
International orders cannot be changed or updated once they are placed.
If you'd like to add another item to your order, please place a new order for the item.
Please note that orders cannot be updated once they have been dispatched.
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CAN I CANCEL MY ORDER?
You are able to cancel your order before it has been dispatched. If the processing of your order has begun, unfortunately we are unable to cancel your order.
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CAN I CHANGE THE SHIPPING ADDRESS ON MY ORDER?
Shipping addresses cannot be changed for international orders. We will only ship to the shipping address entered when the order was originally placed.
If you wish to change the shipping address on a UK order, please contact our team. Please note the address cannot be updated once the order has been dispatched.
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HOW DO I RETURN OR EXCHANGE MY ORDER?
Yes! We offer easy returns. Please start your return here.
If you would like to exchange an item for a different size or colour, please return your original purchase and place a new order online.
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WHAT IS YOUR RETURN POLICY?
If you are not entirely satisfied with your purchase, we apply a 14 day right of return policy.
Returned items must be unused and unwashed, in their original packaging.
Original sales receipts must be attached with all returns.
Unfortunately, we cannot take responsibility for lost packages. Please keep a record of your tracking number when shipping the package.
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WHAT IS THE COST TO RETURN AN ORDER?
If you are returning your order from the UK, you will be asked to cover the shipping charge for the return shipment.
If you are returning an order from abroad, the return fee will be deducted from your final refund.
The return fee for different countries is listed below:
Japan ¥2500, EU €15, Norway kr 180, Switzerland CHF15, Australia $26, New Zealand $28, USA $15, Canada $22, Rest of the World £20
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HOW DO REFUNDS WORK?
Once the goods are received back to our warehouse, a refund will be issued.
You will not be reimbursed for the shipping charge.
If a receiver refuses an order on delivery, Organic Zoo Ltd reserves the right to deduct the cost of the return from the final refund.
We will send you a confirmation email once the refund has been processed. Any refund will automatically be issued to your original payment method. For international orders the refund will be processed by Global E, our international sales facilitation and fulfilment partner.
Please note that the refund can take up to 10 working days from logging the return.
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DO YOU OFFER GIFT WRAPPING?
Yes, we offer gift wrapping. We will send your gifts beautifully wrapped and in a gift bag. There is an option to add this in the checkout.
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CAN I INCLUDE A NOTE WITH MY GIFT ORDER?
Yes, you can include a note with any order.
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WHAT ARE YOUR PAYMENT OPTIONS?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Paypal and Klarna. Other local payment options are available in select countries.
In addition, you can pay by using a gift card. Split payments are available if your order value exceeds the balance on your gift card.
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IS MY PAYMENT SECURE?
Security of our customers’ personal and credit card information is of utmost importance at Organic Zoo. We continuously update our systems and processes to ensure this.
Our website is encrypted with SSL certificates. This creates a secure area with which to enter your payment information. A small padlock will appear in the address bar of your browser when in checkout.
Our security partners monitor and scan our website and transactions daily. They also provide us with updates and improvements as we constantly strive to improve our rigorous processes.
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IS PAYPAL AVAILABLE?
Yes, we offer PayPal as a payment method. You can select PayPal at checkout. A popup window will take you to PayPal to authorise the transaction.
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IS KLARNA AVAILABLE?
Yes, we accept Klarna as a payment method in select countries. If you miss your payment dates, late fees may be incurred. Please refer to the Klarna website for more information.
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WHERE IS MY ACCOUNT?
You can easily sign into your account here or using the icon in the menu bar. You can see your past orders, along with recently viewed and saved items. Within your account, you can update your personal details and shipping addresses.
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HOW DO I RESET MY PASSWORD?
We offer email one time passwords (ETP) to login. You will be sent a six digit code to your email to login.
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HOW CAN I DELETE MY ACCOUNT?
If you wish to delete your account, please use our contact form here.
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HOW DO I UNSUBSCRIBE FROM EMAIL COMMUNICATIONS?
If you would no longer like to receive emails from us, you can unsubscribe by scrolling to the bottom of any email you have received from us and clicking on the unsubscribe link. Alternatively, you can update your email preferences in the profile area of your Organic Zoo account here.
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ARE ALL YOUR PRODUCTS ORGANIC?
At Organic Zoo, we are deeply committed to creating babywear that is kind to both your little ones and the planet. Our cotton products are sourced exclusively from certified organic Global Organic Textile Standard (GOTS) cotton producers and manufacturers. Our cotton meets the highest environmental and social standards, from cultivation to production, guaranteeing no harmful chemicals, pesticides, or synthetic fertilisers are used, while also prioritising fair working practices.
Our virgin wool products are sourced from sustainable and regenerative farmers who prioritise ethical animal husbandry and land stewardship. Our farmers meet or exceed the Responsible Wool Standard (RWS). This means our wool is produced with respect for the environment, supporting farming practices that restore soil health, promote biodiversity, and minimise ecological impact.
For more details on our commitment to sustainability, our sourcing practices, and the certifications behind our materials, please visit the Our Story section of our website. There, you’ll find in-depth information about our supply chain, our dedication to eco-conscious production, and how we strive to create clothing that’s as gentle on the earth as it is on your baby’s skin.
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WHAT MATERIALS DO YOU USE IN YOUR CLOTHES?
Our organic cotton is pure and natural, grown without the use of harmful pesticides, synthetic fertilisers, or genetically modified seeds, ensuring it’s gentle on your baby’s delicate skin and kinder to the environment.
Our wool is sourced from regenerative and sustainable farmers who prioritise ethical animal welfare and eco-friendly land management. By using wool from such sources, we ensure that our clothing is not only cosy and breathable but also aligned with our commitment to a healthier planet.
To further minimise our environmental impact, we use the least amount of washing and dyeing possible in our production process. When dyes are necessary, we opt for low-impact, non-toxic dyes that meet strict environmental and safety standards, ensuring our clothing remains safe for your little one and the world they’ll grow up in. This thoughtful approach helps us maintain the natural integrity of our materials while reducing water and energy consumption.
For more information about our materials, certifications, and sustainable practices, please visit the "Explore" section of our website, where we share details about our commitment to creating babywear that’s as kind to the earth as it is to your child.
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WHAT IS O~Z UNDYED COTTON?
Our O~Z Undyed Cotton range is a special collection of babywear designed with the utmost care for your little one’s sensitive skin and the planet we all share. This range is crafted exclusively from 100% organic cotton, left in its natural, undyed state to ensure the purest, most gentle fabric touches your baby’s skin. By avoiding all dyes on the inside of the garment, we eliminate the risk of exposure to potentially harmful chemicals, making these pieces ideal for newborns and babies with delicate or sensitive skin.
To add a touch of charm while keeping things minimal, the O~Z Undyed Cotton range features subtle, thoughtfully placed designs on the outside of the garments. These designs use low-impact, non-toxic dyes that adhere to strict safety and environmental standards, ensuring that any embellishments remain eco-friendly and safe. By keeping designs minimal, we preserve the natural aesthetic of the cotton while reducing the environmental footprint of our production process.
