FAQs

Common questions and their answers

Delivery to store
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  • Free delivery to store means you can shop online at shop.animal.co.uk and get your order delivered for free to your local Animal store.

    Items ordered by this service usually take 2-3 working days, from date of dispatch, to arrive in your chosen store. You can select the store where you want your order to be delivered during the online checkout process. For more details of the stores that offer this service, please see below.

    We will drop you an email when your order is in-store for you to pick up. You will have 10 days to collect your order from this date, so you can get it at a time that’s convenient to you.

    When picking up your order, please bring your collection code. Your collection code can be found on either your collection conformation text message or email. Please note, orders cannot be collected without the code - we want to make sure your purchases don’t go AWOL!

  • Free delivery to store is available for the following UK Animal stores:

    Aberystwyth

    Andover

    Barnstaple

    Bluewater

    Bournemouth

    Brighton

    Bury St Edmunds

    Cardiff

    Carmarthen

    Dorchester

    Eastbourne

    Exeter

    Hereford

    Leamington Spa

    Llanelli

    Minehead

    Newbury

    Newport

    Norwich

    Plymouth

    Poole

    Portsmouth

    Southend-on-Sea

    Swansea

    Taunton

    Torquay

    Truro

    Weston-Super-Mare

    Weymouth

    Worcester

    Yeovil

    York

  • Your order will reach the store 2-3 days after dispatch from our warehouse. During busy periods, such as sale or Christmas, dispatch and delivery may take a little longer, although we will be working hard to keep on time.

    You will receive three emails - one to confirm your purchase, a second when your order is dispatched, and the third when your order is in-store and ready for collection.

    If you provided your mobile number at checkout we will also send you a text with all the collection details you need, including your collection code.

  • We will keep you up-to-date with the progress of your order by sending three emails - one to confirm your purchase, a second when your order is dispatched, and the third when your order is in-store and ready for collection.

    If you provided your mobile number at checkout we will also send you a text with all the collection details you need, including your collection code.

  • You have 10 days to pick up your order after the collection date. We know that sometimes life can get in the way, so if you still wish to collect your purchases but need more time, please call your collection store. Contact details can be found on your collection email or at http://www.animal.co.uk/where-to-buy/

  • Yes, to make sure that your order goes to the right person you need to bring your collection code. This can be found in your collection text message or email.

  • Yes, that’s no problem. Just make sure they have your collection code.

  • Details of Animal stores can be found at http://www.animal.co.uk/where-to-buy/

    Your collection email or text message will have all the collection store details and opening times.

  • Yes, our Animal outlet stores are part of our free delivery to store service.

  • We want you to love your Animal products as much as we do, so we guarantee a “no-quibble” refund for any items you may not be completely happy with.

    You may return any order placed from shop.animal.co.uk in-store – this includes items bought using the free delivery to store and standard delivery options.

    You have 28 days to return an item to store for a refund provided:

    • The product is returned undamaged and in a saleable condition with all labels and swing tags intact.
    • For hygiene reasons, underwear is non-returnable even if the hygiene label is intact.
    • Swimwear can only be returned with the hygiene label intact.
    • Wetsuits can only be returned if the labelling and packaging is intact and unused.

  • You have 28 days from collection date to return an item to store for a refund. You will need to bring either your confirmation or dispatch email.

    You will be refunded in-store to your original payment method. You will also get an email confirming this refund.

    If you want to return an item after 28 days, please call customer services on 08450 722522 8.30am – 5pm Monday to Friday. (Closed bank holidays.) Alternatively, email shop@animal.co.uk

  • If you change your mind and want to cancel your order before it has been dispatched, please call customer services on 08450 722522 8.30am – 5pm Monday to Friday. (Closed bank holidays.) Alternatively, email shop@animal.co.uk