Frequently asked questions

To keep that unique look and avoid surprises, follow these "instinctive" tips:

• The Solo Wash: For the first few times, wash these items separately. They like to have the machine all to themselves.
• Gentle Hands: If you can, give them a gentle hand wash inside out using cold water and a neutral liquid detergent.
• Say No to Chemicals: Avoid stain removers. They are too aggressive for our artisanal dyes. If you must use one, test it on a hidden spot first and never rub.
• Shadow is Your Friend: Always dry in the shade. Direct sunlight is a color-thief!

Low Heat Only: If you iron, keep the temperature low. And please, avoid the tumble dryer at all costs it’s too much stress for the fibers.

Our knitwear is made to be soft, warm, and full of stories. Because of its delicate soul, it needs a bit of extra attention to stay in perfect shape:

• The Gentle Touch: If you can, hand wash in cold water. It’s the kindest way to clean your knits.
• Keep it Cool: If using a machine, never go above 30ºC (86ºF). Always choose the delicate cycle for your sweater.
• The "Flat" Rule: Never tumble dry. Instead, lay your knit item flat on a towel to dry. If it looks a bit tired, reshape it carefully by hand while it’s still damp.
• No Bleach, Please: Bleach is too aggressive for these fibers. Let’s keep the colors natural and safe.

Iron with a Shield: If you must iron, keep it under 110ºC (230ºF). Use a thin cotton fabric layer between the iron and the knitwear to protect it from direct heat.

Our outerwear is treated to be your best ally against the elements. To keep that protective layer strong, hand wash only when necessary.

Overwashing can tire out the fabric, so a quick spot-clean is often better. If you must use a machine, choose a special gentle cycle at 30ºC.

Always flip them inside out before putting them in the machine this protects the authentic indigo wash. Keep the water cool (max 30ºC) and avoid bleach or dry cleaning.

Denim loves the shade! Avoid the tumble dryer and direct sunlight, as they can make the fabric too stiff or cause fading. If they need a press, keep the iron under 110ºC. Your jeans are built for the long run; treat them well, and they’ll tell your story for years.

The best ritual is to rinse it with fresh water immediately after use to say goodbye to salt and chlorine. Then, give it a cold hand wash with mild soap.

Please avoid the washing machine, bleach, and irons they are too rough for the delicate stretch of swimwear.Always dry in the shade. While the sun is great for swimming, it’s a color-thief when it comes to drying.

Also, try to avoid rough surfaces (like poolside edges) or sharp jewelry that could snag the fabric. Keep it smooth, keep it cool!

On every product page, you’ll find our Size Chart. We measure our garments flat. The best trick? Take a piece of clothing your child loves and feels comfortable in, lay it flat, and compare those measurements with ours. It’s the most accurate "treasure map" to the perfect fit.

We recommend taking the necessary measurements (chest, waist, hips, and height) and comparing them with the corresponding size chart. Each product includes a specific recommendation if the garment has a looser or more fitted cut.

• Kids Size Chart
• Baby Size Chart
• Women Size Chart

Our sizes generally follow standard European sizing, but some collections may have a slightly looser fit, as our brand focuses on comfort and freedom of movement.

If you prefer a more fitted look, we recommend choosing one size smaller; if you prefer a more relaxed look, choose one size up.

TIn the product page you should see the expected fit of every product.

Yes, there may be variations depending on the fabric or design.

For this reason, we always recommend checking the specific product description, where the fit is indicated as “oversized,” “regular,” or “slim.”

If you’re between two sizes, we recommend thinking about the style you’re looking for:

• For a more comfortable fit with room to grow, choose the larger size.
• If you prefer a more fitted look or the child has a slimmer build, opt for the smaller size.

Our garments are designed with a relaxed and comfortable cut, so choosing a larger size will still look great and maintain the effortless, laid-back style that defines our brand.

Our garments are mainly produced in Portugal and Spain, in workshops that follow strict ethical and quality standards.

These regions are known for their strong textile industry and for hosting numerous GOTS‑ and GRS‑certified factories , ensuring responsible production from fibre to finished garment.

We primarily use GOTS‑certified organic cotton , produced under strict environmental and social criteria, and GRS‑certified recycled cotton , which guarantees traceability and responsible processing of recycled fibres.

A very big part of the materials come from European suppliers committed to sustainability and transparency throughout the supply chain.

Every fabric and print complies with European REACH chemical‑safety regulations, and our materials are tested in accredited laboratories such as AITEX , one of Europe’s leading centres for textile innovation and certification.

This ensures that all components are safe, durable, and gentle on children’s skin.

We ship worldwide (except Russia and Belarus) using the transportation agency UPS.

Please note that we cannot deliver to P.O. boxes.

1. Order Processing

• Orders are processed within 24-72 business hours before shipment.
• During high-demand periods, dispatch times may be slightly longer.

2 . Estimated Delivery Times (after dispatch)

• Spain (mainland): 1–3 business days
• Canary Islands: 4–6 business days
• Europe (EU countries): 2–5 business days
• International: 5–10 business days

⏱️ Please note: Delivery times are guidelines only, they do not include order processing time and may vary depending on payment authorization, product availability, and courier delays. During periods of high order volume, such as sales or promotional events, the estimated delivery time may be slightly affected.

Tracking: Once your package has been shipped, you will receive an email with a tracking link to follow your delivery in real time.

You will always see the delivery price when you are oing the checkout process.

Spain

• Free shipping on orders over 120€
• 5€ shipping fee for orders under 120€

European Union (outside Spain)

• Free shipping on orders over 200€
• 7€ shipping fee for orders under 200€

United Kingdom

• Free shipping on orders over £180
• £15,00 shipping fee for orders under £180

South Korea

• Free shipping on orders over ₩415.000
• ₩25.000 shipping fee for orders under ₩415.000

United States

• Free shipping on orders over $325
• $18 shipping fee for orders under $325

Australia

• Free shipping on orders over $500
• $25 shipping fee for orders under $500

Other Countries (outside Europe)

• Free shipping on orders over 250€
• 40€ shipping fee for orders under 250€

Our shipping partners will attempt delivery twice . If both attempts are unsuccessful, the package will be returned to our warehouse.

• In such cases, The Animals Observatory reserves the right to charge the customer for both the shipping and return costs.
• We cannot be held responsible for any loss or damage if the package cannot be delivered due to incorrect or incomplete address details provided by the customer.
• If the package is not returned to our warehouse, no refund will be possible.

For customers located in the European Union (except the Canary Islands), United States, United Kingdom, South Korea, and Australia , all taxes and duties are included (Delivered Duty Paid – DDP) .

This means that the price shown in your shopping bag already covers customs duties and local taxes, and you will not incur any additional charges upon delivery.

For customers in other destinations , import duties, taxes, and customs fees may apply. These costs are determined by your local customs authorities and must be paid directly to the courier upon delivery. We recommend contacting your local customs office for more information on potential fees.

Please note that if you refuse to accept an order due to additional customs charges, The Animals Observatory reserves the right to deduct the return shipping costs and any customs-related fees from your refund.

We do not offer direct exchange services. If you would like to change an item, please return your purchase for a refund and place a new order through our website.

Please note: customers are responsible for any customs fees, duties, or taxes that may apply upon delivery of the new order.

We do not offer direct exchange services. If you would like to change an item, please return your purchase for a refund and place a new order through our website.

Please note: customers are responsible for any customs fees, duties, or taxes that may apply upon delivery of the new order.

1. Return Period

• You may return items purchased from The Animals Observatory’s online store within 15 days of receiving your order.
• Returns requested after this period will not be accepted and no refund will be issued.

2. Non-Returnable Items

For reasons of quality, hygiene, and policy , we cannot accept returns or exchanges on the following categories:

• Bath products and perfumes
• Swimwear

3. Return Conditions

To be eligible for a refund, all returned products must be:

• Unused and unworn
• With original tags attached
• Undamaged and in their original packaging
• Accompanied by the original packing list (included in your parcel)

We kindly ask you to handle items carefully during the evaluation period. The Animals Observatory reserves the right to inspect all returned products , and refunds will only be issued if the products are in their original condition.

The return shipping fee is fixed and includes processing costs and any applicable customs duties. This fee must be paid when requesting a return. Price upon request.

1. Request Authorization

Log in to your customer account on our website and request a return for your items, specifying the reason for the request.Once your return request is received, we will review it. If it falls within our return period, you will receive a prepaid return label via email within 24–72 hours .

If it does not meet the conditions, your request will be declined.

2. Prepare Your Package

• Pack the items carefully, preferably using the original packaging.
• Print the return label and affix it securely to the outside of the package.
• Ensure that the package is properly packed and sealed.
• Make sure the original delivery label is fully covered.
• For international returns, include the return form provided.
• Drop off the parcel at any UPS Access Point near your location.You can easily find the nearest one using the UPS Access Point Locator.

3. Confirmation

Once your return is received and processed in our warehouse, you will be notified by email.Refunds will be processed via the same payment method used for the original order. Refunds will be issued within a maximum of 30 days after the return arrives at our warehouse. During sale periods, refund processing may take longer.

For any questions or general inquiries, you can contact our Customer Support team:

• Schedule: Monday to Thursday, 8am–5pm CET; Friday, 8am–2pm CET
• Email: help@theanimalsobservatory.com

• Refunds will be processed via the same payment method used for the original order.
• Refunds will be issued within a maximum of 30 days after the return arrives at our warehouse.
• During sale periods, refund processing may take longer.

If you receive a defective or incorrect item, please notify our Customer Service team within 3 days of receipt at help@theanimalsobservatory.com , including:

• Your order number (e.g., SO99999)
• A brief description of the issue
• A photo of the product and its hang tag

Our team will review your case and provide a suitable solution as soon as possible.

Customers returning orders from outside the European Union are responsible for the return shipping costs, as well as any taxes or duties that may apply.

If you agree to these conditions:

• Pack the items carefully, preferably using the original packaging.
• Attach the return shipping label to the parcel, ensuring the original delivery label is covered.
• For international returns , include the return form provided.
• Please make sure to track your shipment until it reaches our facilities and provide us with the tracking number and the courier used.

All returns for The Animals Observatory must be sent to the following address:

Edifici Narcís Monturiol, Parc UdG, Carrer Emili Grahit 91, Planta -1 Bloque C,

17003 Girona, Spain.

Phone: 932 62 99 14 / Email : help@theanimalsobservatory.com

If you prefer our customer service team to help you manage the return, feel free to ask us. We can check the cost of the return using our trusted carrier and let you know before proceeding.

If you need to cancel an order, please contact our Customer Service team as soon as possible . Please note that orders are prepared as soon as they enter our system , so we cannot guarantee that a cancellation will be possible once the order has been placed.

We can only cancel your order if it has not yet been prepared or shipped . If your order has already been dispatched, you can request a refund through our Returns process once you receive it.

• 📩 help@theanimalsobservatory.com
• 📞 +34 93 262 99 14

Customer Service Hours (CET):

• Monday–Thursday: 8:00–17:00
• Friday: 8:00–14:00

Tip: Include your order number in the message to speed things up.

To create an account, simply fill in the registration form by [clicking here].

Each time you need to access your customer account, you will be asked to enter your email address and a verification code that will be sent to your registered email.

1. Request Authorization

Log in to your customer account on our website and request a return for your items, specifying the reason for the request.Once your return request is received, we will review it. If it falls within our return period, you will receive a prepaid return label via email within 24–72 hours .

If it does not meet the conditions, your request will be declined.

2. Prepare Your Package

• Pack the items carefully, preferably using the original packaging.
• Print the return label and affix it securely to the outside of the package.
• Ensure that the package is properly packed and sealed.
• Make sure the original delivery label is fully covered.
• For international returns, include the return form provided.
• Drop off the parcel at any UPS Access Point near your location.You can easily find the nearest one using the UPS Access Point Locator.

3. Confirmation

Once your return is received and processed in our warehouse, you will be notified by email.

For any questions or general inquiries, you can contact our Customer Support team:

• Schedule: Monday to Thursday, 8am–5pm CET; Friday, 8am–2pm CET
• Email: help@theanimalsobservatory.com

To get our welcome discount, simply subscribe to our newsletter at the bottom of our home page.

You'll receive an email with a 10% discount code to enter while paying for your order.

Be sure to check your spam folder if you don't see the email. 

Subscription conditions:

I have read and understand the Privacy Policy of this Website, and I consent to the processing of my data for the management of my subscription and for participation in The Animals Observatory newsletters and promotions, as well as those of its partners. By subscribing to the newsletter, I agree to receive updates, exclusive offers, and promotional communications from The Animals Observatory.

We accept the following payment methods:

• Credit and debit cards: American Express, Apple Pay, Bancontact, BLIK, Google Pay, Diners Club International, Klarna, Mastercard, PayPal, Shop Pay, UnionPay y Visa.
• Bank transfer (orders will be processed once the payment is received in our account)

Our secure payment gateway guarantees confidentiality and authenticity, ensuring that no third party can access your information.

For any questions regarding invoices or payment methods, please contact us at: 📩 help@theanimalsobservatory.com

1. General Terms & Conditions

• Gift Cards can only be purchased digitally through our online store.
• They are valid exclusively on our official website and cannot be used through any other sales channels.
• The Gift Card is linked to the email address provided at checkout .
• If you wish to gift it to someone else, you can specify the recipient’s email address during checkout, and they will receive the Gift Card directly. Our Customer Service team can also assist with changes if needed.

2. Expiration

• Our gift cards have an expiration date of 1 year .
• Please keep the email with the code safe. 📩 If you lose it, contact us at help@theanimalsobservatory.com and our team will help you recover it.

3. Refunds

• If you paid using both a Gift Card and another payment method, refunds will be credited first back to the Gift Card.
• Any remaining refundable amount will be returned to your secondary payment method.

4. Balance Check

• You can check the remaining balance of your Gift Card at any time via the link provided in your purchase email or by contacting our Customer Service team.

5. How to Redeem?

• The Gift Card includes a unique code (voucher style).
• To use it, enter the code in the “Discount code or gift card” field at checkout.
• The system will always deduct the full available balance of the card.
• If the purchase amount is lower than the Gift Card value, the remaining balance will be available for future purchases until the card expires (if an expiration date applies).