Refund Policy
We hope you will be be entirely happy with your purchase from Crocodiles of the World. If you have queries you may find the answers you need in our refund policy. If you still need help please contact the zoo directly.
For queries relating to admission tickets, keeper experiences, adoptions and gift vouchers please email: info@crocodilesoftheworld.co.uk
For queries relating to items puchased via the online gift shop, please email:retailonline@crocodilesoftheworld.co.uk
General Zoo Admission Tickets
1.1 Crocodiles of the World operates a policy of no refunds or exchanges for tickets bought on arrival at the zoo, booked online or by telephone. Tickets are valid only for the date they are booked and cannot be transferred to another date.
Keeper Experiences
2.1 Please see below the specific terms and conditions to cancel or re-book a Keeper Experience.
2.2 If we receive notice of your cancellation or booking change more than 28 days in advance you will not lose any of the cost of your experience.
2.3 If we receive notice of your cancellation or booking change between 14 and 28 days in advance you will lose 50% of the cost of your experience.
2.4 If we receive notice of your cancellation or booking change less than 14 days in advance you will lose 100% of the cost of your experience.
2.5 In order to cover our costs, we will also charge an administrative fee of £10.00 for each cancelled or rebooked place.
Adoptions
3.1 Once purchased our adoptions are non-refundable or transferable, unless there are exceptional circumstances, this is at the discretion of management.
Gift vouchers
4.1 Once purchased Gift Vouchers are non-refundable or transferable. There is also no cash alternative.
Crocodiles of the World Gift Shop
Returns
5.1 If you are not 100% satisfied with your purchase you are entitled to a full refund within 14 days of delivery. Please contact us via email retailonline@crocodilesoftheworld.co.uk within 14 days stating your order number and the reason for return. We shall then send you our return instructions.
5.2 Please note that for a full refund (including outward delivery cost) all items must be returned as new, unworn, with labels intact and all original packaging.
5.3 Please note: Shipping charges to return items will be paid for by the customer.
How to return a faulty item
6.1 In the unlikely event that you receive an incorrect/faulty item, please contact us immediately via our online form stating your order number and whether you’d like to exchange the item or receive a refund. We will then send you further instructions.
When will I receive my refund?
7.1 All refunds will be processed within five working days of receipt of goods and can only be issued to the payment card used to place your order. This can take up to five working days to then show on your bank statements.
For further information relating to our online gift shop please see our FAQ
