Online Sales Terms and Conditions

Online Sales Terms & Conditions

How much does delivery cost?
We charge a flat rate per address depending on the delivery method which are as follows:
Standard delivery £3.99
Express delivery £6.99
Spend £50 or over – Standard delivery FREE
Click and Collect from Thrigby Hall Wildlife Gardens FREE

These charges only relate to mainland UK. We cannot deliver to PO boxes.
Our orders are shipped with Royal Mail and all Express Deliveries are sent with a trackable service.
How long does delivery take?
Delivery time depends on which delivery method you choose:
Standard delivery 3-5 working days
Express delivery 1-2 working days
Click and Collect 3 working days

Express Delivery Orders must be placed before 1pm for the order to go out same day.
During sales and holiday periods delivery may take a little longer.
Orders are dispatched Monday to Friday, excluding UK national holidays.
If you select to collect from Thrigby Hall Wildlife Gardens, your order will be waiting in the Main Gift Shop As the main gift shop is located inside the Zoo, you will need a valid admission ticket to reach the gift shop. If you do not have a valid admission ticket, then please go to the Entrance Kiosk and someone from the gift shop will be called to help you pick up your order.

Click and Collect opening hours are Mon-Sun 10am to 4.00pm.

Important note on animal gift experiences:
Our gift experiences are vouchers and need to be redeemed and booked in advance. If you buy a gift experience with our Click and Collect service, you will not necessarily be able to take part in the experience on the day of your collection.

What do I need to bring with me to collect my order?
Please bring a copy of your order confirmation with you (showing the confirmation email on your phone or tablet is fine) and a form of photo ID, such as your driving license. If somebody is collecting on your behalf, they will need to show the order confirmation and have a form of photo ID.
All orders must be signed for upon collection.
If you have any questions about Click and Collect, please contact our team on 01493 369477 or email us mail@thrigbyhall.co.uk

RETURNS AND REFUNDS
You can return your item for a refund within 28 days of receiving your order.
Please send all returns to the following address:
Retail Manager, Thrigby Hall Wildlife Gardens, Filby Road, Thrigby, Norfolk. NR29 3DR
Please include a note in the box with your name, order number, and the reason for your return.
We will inspect the goods on return but do try to accept all returned items!
Don't worry if you don't have the original packaging we sent your items in, as long as they have the original tags and product packaging, it won't be a problem. In the very unlikely event that an item is returned to us in an unsuitable condition, we may have to refuse the refund.
Once the item(s) have been received and checked over we will refund the price you paid for them (including sale items). We will send you an email as soon as we have completed your return to let you know that the refund has been processed. This is usually done within 7 working days of receiving your return.
You will be responsible for return shipping costs of non-defective items. The safe return of the goods is also your responsibility until they reach our warehouse, so please make sure they are packed properly and you keep your proof of postage.
The refund will be automatically issued to the payment method you used to place the original order. This usually takes 5 working days depending on the method of payment you used and the issuer.

If you have any questions or would like any more information about online ordering please do not hesitate to contact us on 01493 369477 or mail@thirgbyhall.co.uk