Welcome to the natureZOO help & support section. You can find answers to the most common questions in the below help sections. You are also welcome to contact us via email in the contact form below.
All prices on the website are stated in EURO, including VAT, all taxes etc. Prices are excl. shipping costs, but in addition to shipping costs there will not be added any additional costs. If you order from another EU country, Danish VAT is payable (already included in the prices) and no customs will be added according to the rules of the free movement of goods. We only deliver to countries within the EU.
We receive the following types of cards:
- Visa / Dankort
- eDankort
- MasterCard
- Maestro
- Show Electron
- JCB
- Diners
When paying with an electronic debit card, the amount will be deducted once the goods have been shipped.
Payments are made via secure and encrypted Secure Socket Layer (SSL) connection. This means that your card information cannot be read by outsiders. When paying with a debit card, we reserve the right to verify that the personal information provided is correct.
We can cancel the amount paid at any time – if, for example, a product is returned. But for security reasons, we can never increase the amount.
If the order amount is below 100 Euro, the shipping costs is 15 Euro.
Under ‘My Account’ you can see your order history. You can go to ‘My Account’ here
We provide an extended 365-day return here at natureZOO on all goods (counted from the day of receipt of the products) provided that they are in the same condition as they were when they were received. Ie. not washed, inscribed name or the like.
Please note that you must pack the goods securely when you return, and it is not allowed to place a return label directly on the original packaging.
In the case of a return/exchange item which is returned solely due to the cancellation of the purchase, the cost of the return will accrue to you as the buyer. You will carry the risk of the goods from the time the goods are delivered to you as the buyer, and upon return it is your responsibility to pack the goods in a proper manner.
You must notify us within 365 days of receipt of your order that you wish to cancel your purchase. The notification must be given by email at return@naturezoo.dk. In your communication, please make it clear to us that you wish to use your extended right of return. When you cancel a purchase, you will get your money back within 30 days via the same payment method you used to make your purchase. You cannot regret simply by refusing to receive the item without giving us clear notice at the same time.
The condition of the item when you return it:
You are only liable for any deterioration in the value of the product due to handling other than what is necessary to determine the nature, characteristics and functioning of the product. In other words: You can try the item in the same way as if you tried it in a physical store. If the item is tried in addition to what is described above, we consider it “used”, which means that upon cancellation of the purchase, you can only return a small portion or none of the purchase amount, depending on the trade value of the item.
We consider used goods as being of no trade value. Therefore, if it has been tried more than is possible in a physical store or any other deterioration has occurred, the deterioration will be assessed at 99.99%.
Therefore, in order to receive the full amount of the purchase return, you can only do the same with the product that you can in a physical store. You may try the item, but do not use it properly.
You must pack the goods securely when you return them, and do not place a return label directly on the original packaging.
Returned items are sent to:
natureZOO of Denmark
Att: Return
Islands Brygge 77A, 3.t.h.
2300 Copenhagen S
Denmark
Please note the following:
We do not receive parcels sent by mail pr. COD.
We do not have the option of picking up shipments sent without distribution.
Please return the goods securely when you return them, and do not place a return label directly on the original packaging.
We provide a standard 24 months warranty. This means that you can either get the item repaired, replaced, refunded or discounted, depending on the specific situation.
Damage to the product due to faulty handling by the customer is not covered by the right of complaint. Complaint regarding errors and deficiencies must be communicated to return@naturezoo.dk in reasonable time after the goods have been received. Here, two months is considered a reasonable time, unless otherwise agreed. We reimburse reasonable shipping costs in connection with complaints.
Please send us an email at return@naturezoo.dk with a description of the problem / error and please attach at least 2 pictures (One of the error/errors and one picture of the entire item). Then we can assess the problem and the condition of the product. If the complaint is justified, we will of course cover your reasonable shipping costs, so please contact us at return@naturezoo.dk before you return the goods yourself so that we can remedy the problem.
Returned items are sent to:
natureZOO of Denmark
Att: Return
Islands Brygge 77A, 3.t.h.
2300 Copenhagen S
Denmark
Once we receive your return, you will receive an email. In the email you will receive information about the further process related to the processing of your cancellation of the purchase / complaint.
Cookies
The website uses “cookies”, which is a text file that is stored on your computer, mobile or other. Similarly, for the purpose of recognizing it, remembering settings, performing statistics, and targeting ads. Cookies cannot contain malicious code such as cookies. virus.
If you delete or block cookies, ads may become less relevant to you and appear more frequently. You may also be at risk that the site is not functioning optimally and that there is content that you cannot access.
Privacy Policy
We do not resell personal information and do not disclose your personal information to others. They are only registered in our customer directory.
Personal information is any kind of information that may be attributed to you to some extent. When you use our website, we collect and process a number of such information. This happens, for example, by common access to content, if you sign up for our newsletter, participate in competitions or surveys, register as a user or subscriber, use other services or make purchases via the website.
We typically collect and process the following types of information: A unique ID and technical information about your computer, tablet or mobile phone, your IP number, geographic location, and which pages you click on (interests). To the extent that you explicitly consent to this and enter the information yourself, you will also be processed: Name, telephone number, e-mail, address and payment information. This will typically be associated with login creation or purchase.
Security
We have taken technical and organizational measures to prevent your information from being accidentally or illegally deleted, published, lost, impaired or in the knowledge of unauthorized persons, abused or otherwise treated in violation of the law.
Purpose
The information is used to identify you as a user and show you the ads that are most likely to be relevant to you, to record your purchases and payments, and to provide the services you have requested, such as to submit a newsletter. In addition, we use the information to optimize our services and content.
Period of storage
The information is stored for the period permitted by law and we delete it when it is no longer needed. The period depends on the nature of the information and the background of the storage. Therefore, it is not possible to specify a general time frame for when information is deleted.
Disclosure of information
Data about your use of the website, which ads you receive and, if so, click, geographic location, gender, and age segment, etc. disclosed to third parties to the extent that this information is known. You can see which third parties are in the “Cookies” section above. The information is used to target advertising. We also use a number of third parties to store and process data. These process information solely on our behalf and may not use it for your own purposes.
Disclosure of personal information such as name and email etc. will only happen if you consent to it. We only use data processors in the EU or in countries that can provide your information with adequate protection.
Insights and complaints
You have the right to be told what personal information we process about you. You may also object at any time to the use of information. You can also revoke your consent to processing information about you. If the information processed about you is incorrect, you have the right to have it corrected or deleted. Inquiries can be made to: contact@naturezoo.dk
If you want to complain about our processing of your personal data, you also have the opportunity to contact the Data Inspectorate.
Publisher
The website is owned and published by:
navneDYRET / natureZOO of Denmark
Islands Brygge 77A, 3.t.h.
2300 Copenhagen S
Denmark
Phone: +45 29720692
Email: contact@naturezoo.dk
Contact Us
If you have any questions or if you need help for anything, please feel free to contact us.
Adresse
natureZOO of Denmark
Islands Brygge 77A, 3.t.h.
2300 København S
Danmark