Frequently Asked Questions

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.

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.

To choose the correct size, it’s best to consult our Size Guide (add a link to the size guide information).

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. On each product page, you’ll find a link or tab called “Size Guide”, where you can see the exact measurements by age and height. Also, the product description may contian any adiditional informatión about size or fit.

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

• Knitwear or fleece garments tend to be more flexible.
• Structured garments (such as coats or shirts) may have a more fitted feel.

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

Each collection is seasonal and produced in limited quantities. Once items are sold out, they are not reproduced.

Yes. All fabrics and prints comply with European REACH regulations and are tested in laboratories such as AITEX, ensuring they are safe and suitable for children’s skin.

We mainly use GOTS-certified organic cotton and GRS-certified recycled cotton, in some cases blended with virgin cotton. The materials come from European suppliers committed to sustainability.

The garments are mainly produced in Portugal and Spain, following strict ethical and quality standards. The brand works with workshops that ensure good working conditions and controlled production processes.

Each wash wears down the fibers and consumes resources. Wash garments only when truly needed, and make the most of each load to reduce environmental impact.

Wash at 30 °C or 20 °C, using a gentle cycle and low spin speed. Knit or delicate garments can be washed in cold water.

Before washing, turn garments inside out to preserve colors and illustrations, reducing friction on visible surfaces. Placing them in a laundry bag helps protect delicate fabrics, prevents pilling, and keeps their original appearance for longer.

Separate clothing by color and fabric type. Use only the recommended amount of detergent—preferably eco-friendly or mild—and avoid bleach or harsh products that may damage the fibers.

Whenever possible, air-dry garments and avoid using a tumble dryer. Lay them flat and dry in the shade to preserve their shape and the vibrancy of their colors.

During drying or storage, avoid direct sunlight, as it can alter colors and weaken fabrics over time. It’s best to keep garments in cool, shaded places where they can retain their natural tone and texture.

Use appropriate hangers or fold heavier items, such as wool garments. Store clothing in dry places, away from direct sunlight, and for seasonal items, protect them with breathable fabric covers.

Each garment includes a care label with specific recommendations based on the fabric. Following these instructions is the best way to ensure long-lasting quality and durability.

We ship worldwide (except Russia and Belarus) using UPS. Please note that we cannot deliver to P.O. boxes.

Order Processing

• Orders are processed within 48 business hours before shipment.
• During high-demand periods, dispatch times may be slightly longer.
  

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: 3–5 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.

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.

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.

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.

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
• “Last Chance”, “Outlet”, and “Archive Sale” items

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.

• 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.

If you need to cancel an order, please contact Customer Service as soon as possible. We can cancel it only before it has 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.