Returns and exchanges
You can request a return or an exchange for any product within 15 days from the delivery date.
For European Union customers returns we offer free return shipping. For the rest of the world orders, we accept returns, but customers must take care of shipping and any duty costs, if they are applied.
If you have your own account, you can process a return through My Account section, go to Returns, then Request a New Return, choose the items you want to return and submit the request. You can contact our Customer Service who will provide a return authorization and an UPS label if it applies.
We will provide a free shipping label for UE customers and once you have ready the package you will have to drop it off at an UPS Access Point. Once we receive the package and after checking that the items are in the same conditions, we will proceed with the refund. You have to take into account that the refund process should take between 10-15 business days.
Once you receive the order we kindly ask you to check carefully all the items and let us know if there is something wrong. You can claim any incidence or defective item within 3 days since the package is delivered.You have to send us an email to [email protected] and always include your order number, the description of the article and its problem and also you need to attach a picture where we clearly see the item with the hangtag.We will process the case in a maximum of 48 hours and get back to you.
In order to exchange an item, you will need to return your order first, after which, provided it is received in the same condition as when shipped, a refund can be processed and you can make your new purchase.
The Animals Observatory won’t assume shipping costs for the new order if they are applied, or any previous voucher/discount the customer had in the original order.
You will receive your refund within the next 30 calendar days from the reception of the product.
If you have any question or doubt about our exchange and return policy, please contact us.