Zooplus Parcel Not Delivered or Refund Refused? UK Guide
Zooplus ships heavy, bulky pet food orders that are routinely split across several parcels arriving on different days. The Consumer Rights Act 2015 makes Zooplus responsible for the whole order until it reaches you, however many consignments it was divided into.
Who delivers your Zooplus order?
Zooplus typically uses: DPD, Evri, Yodel. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Zooplus, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Zooplus to deliver into your physical possession.
Zooplus contact and returns
- How to contact
- Zooplus on 01234 430366 (Mon-Fri 08:00-17:00, Sat 08:00-14:00) or service@zooplus.com. The contact form is monitored around the clock with replies usually inside 24 hours.
- Returns policy summary
- Zooplus accepts returns within its published window, though opened food is normally excluded on safety grounds. That exclusion has no bearing on an order that never arrived.
How to claim a refund from Zooplus
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Zooplus via Zooplus on 01234 430366 (Mon-Fri 08:00-17:00, Sat 08:00-14:00) or service@zooplus.com. The contact form is monitored around the clock with replies usually inside 24 hours. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Zooplus refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Zooplus delivery FAQs
Is Zooplus legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Zooplus) is responsible for the goods until you take physical possession. Zooplus cannot redirect you to the courier because your contract is with Zooplus, not the courier.
How long does Zooplus have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
Only some of my Zooplus order arrived. Should I claim yet?
Check the dispatch emails for more than one tracking number first — heavy orders are split as a matter of course and the rest may still be in transit. If a consignment genuinely never arrives, claim those items under Section 29.
A sack split in transit and the food is contaminated.
Photograph the packaging and contents before disposing of anything. Food that arrives spoiled or contaminated is not of satisfactory quality under Section 9, so ask for a refund or replacement rather than a goodwill discount.
My pet needs the food now. Can I insist on speed?
You can require delivery within a reasonable time and say why the timing matters. If Zooplus cannot deliver promptly, you are entitled to cancel for a refund and buy elsewhere rather than wait indefinitely.