Complaints

ZOO Adventure does its utmost to offer good quality service. We kindly ask you to contact us if you have a complaint.

Purchases In-store, from the Online Store or at an Event

Purchases from a store

If you have bought your boots in a shop you should take them back there with your receipt and discuss the best way forward with store staff. The shopkeeper is your initial point of contact, and will contact our Head Office if necessary. Of course you may also contact us (after first contacting the store), and we may be able to provide you with information. However the matter will have to be dealt with by the ZOO dealer where you made the purchase.Stores

Purchases from our online store

If you have bought your boots from our online store you can contact our Customer Service department by telephone on 0345 222 0264, or send an email to info@zooadventure.co.uk. We will consider the options and decide on the best way forward. We may ask you to return your boots for investigation, together with your purchase receipt. Login

Purchases from an Event

If you purchased your boots from the ZOO stand at an event you can contact our Customer Service department by telephone on 0345 222 0264 or send an email to info@zooadventure.co.uk. We will consider the options and decide on the best way forward. We may ask you to return your boots for investigation, together with your purchase receipt. If you no longer have your receipt please include details of the event and the date of purchase. If necessary we can verify this using our list of sales at promotional events.

It is our policy to acknowledge any enquiries or complaints within 3 working days and to keep customers informed of progress or likely timescales to resolve any problems.

A complaint letter should be sent to:

ZOO Footwear International B.V
Division: ZOO Adventure UK / dept. Aftercare
Nijverheidsweg 5
2421 LR  Nieuwkoop
The Netherlands

If you prefer you can call 0345 222 0264 between 8:30am and 5pm Monday to Thursday and on Friday between 8:30am and 2:30pm. If no-one is in the office when you call please leave a message and our customer services team will get back to you. Calls are charged at normal standard rates for landline or mobile phones.

Business to business

  • • Please do not send complaint-pairs to our freepost Consumers-Answer-number!
  • • In order to proceed a complaint procedure properly, the returnable article should be registered via mail. Business Return Instructions will follow, or a Pick-up command will be started. In consultation with you, we will look at how we can solve the problem.
  • Please register your complaint as per info@zoofootwear.com