Contact Email

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Contact Email

51 answers

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5 messages

hélène

Hello, what is the contact email for sending photos in case of received damaged items?

Published several months ago

489 messages

zoomalia

Hello Hélène, I am sorry for this inconvenience. You can contact our customer service through the forms available in the "My account", "Customer service" tab. My colleagues will get back to you quickly. Have a great day, Coralie from Zoomalia

Modified several months ago

5 messages

hélène

Thank you

Published several months ago

2 messages

vincent

Hello, I have ordered several items including a rabbit cage which is not suitable. I would like to return it and get a refund. I have printed a return slip but don't know how to obtain a label with a return number to stick on the package.

Published several months ago

489 messages

zoomalia

Hello Vincent,
For any retraction, the return costs are the responsibility of the customer. The return label to be attached to the package will be provided by the Post Office or any other agency through which you return the merchandise to us.
If you have any further questions, I invite you to contact our team via the contact forms available in the "Customer Service" tab.
Have a nice day,
Coralie from Zoomalia

Modified several months ago

2 messages

vincent

I tried to use this form by clicking on customer service in vain. Also, it is indicated that I must contact customer service who will provide me with a return number to attach to the package.

Published several months ago

489 messages

zoomalia

Hello, in the event of returning an item within the framework of a withdrawal, the return fees and the label are at your expense. I invite you to contact the Post Office. You can also contact us at 05 54 54 00 24 if you need assistance. Have a good day, Coralie from Zoomalia

Modified several months ago

5 messages

hélène

Hello, I just found this message, complicated... basically my shipping costs will be more expensive than the product. Great offer you have there. You can close the case. I don't think I'll order from you again. Paying for a product where part of it I can't use, and during this waiting period I haven't treated my dog, just problems in fact. Have a good day

Published several months ago

5 messages

hélène

You do not take responsibility even though the shipping package was very well protected. The fact that the product arrived in a defective state is because it was already so before and not due to the initial shipping. It is also your responsibility to properly check what you send. Extremely disappointed, angry, and tired. Have a nice day.

Published several months ago

5 messages

hélène

That's really taking people for fools!!!

Published several months ago

489 messages

zoomalia

Hello Hélène, Return costs are the responsibility of the customer only in the event of withdrawal. My response is following another customer's request. You can find my response from three weeks ago a little higher up in the conversation, informing you that you can contact our after-sales service via the "My Account" tab, "Customer Service." I invite you to get in touch with us, as I cannot locate you if your inquiries are made on the forum. Coralie from Zoomalia

Modified several months ago

1 messages

manon

Hello, I'm trying to contact you but I can't find the contact form that your help pages mention. I only see a phone number. Could you please help me? Thank you in advance.

Published several months ago

489 messages

zoomalia

Hello Manon,Following up on your request.I invite you to follow the link: https://www.zoomalia.com/support/question/Once there, you can click on the topic that best corresponds to your request, and you will then have access to the written forms.Have a great day,Coralie from Zoomalia

Published several months ago

1 messages

martine

Hello, I placed an order on July 26, 2024, and I received the product, which I am satisfied with, especially my goat!!!! I canceled the loyalty program by email before the end of the month, but I was still charged 21 euros on August 25. This is regarding order 33341570. Best regards

Published several months ago

41 messages

josé

Why continue to offer us the "Web loyalty" discount program, which makes us pay to get a discount? For my last order, they offered me a "discount" of about €17, a discount that would have cost me over €20!!! PER MONTH!!! It's really a great and brilliant idea ♡. We should award a medal to those who invented it.

Published several months ago

4 messages

julien

Thank you José for this question!! I look forward to the response

Published several months ago

489 messages

zoomalia

Hello,Following your requests.Remises & Réductions is an e-shopping service offered by Webloyalty, an independent partner of "ZOOMALIA". It allows you to save on your online purchases through partial refunds on the pre-VAT amount of your purchases.For more information, visit www.remisesetreductions.fr.You can also contact their customer service:Email: [email protected]: 0800 908 444 (toll-free) from Monday to Friday from 9 am to 9 pm and on Saturday from 10 am to 5 pmMail: CS.GECIP Remises & Réductions / Customer Service - CS 90028, 124 rue de Verdun, 92816 PUTEAUX Cedex.Feel free to contact us if you have any further inquiries.Have a great day,Coralie from Zoomalia

Published several months ago

12 messages

dominique

Hello, I've been asked to make videos, but I no longer make videos because they were all removed. I looked at what you wanted, and it's not my thing. Just someone unboxing and showing the product. I used to show my dogs eating Zoomalia wet food and kibble, playing with Zoomalia toys, and I made funny comments that I shared with a lot of friends who really liked them. I did this for all the products purchased from you. So I was very disappointed, and I stopped making videos. This doesn't take away from your products, which are great, nor from the friendly and positive responses to each of my calls.

Published several months ago

489 messages

zoomalia

Hello Dominique, The videos on the website are subject to certain conditions to be approved, which allows us to regulate submissions and offer relevant content to our clients. Feel free to post your videos on social media and mention us if you wish! I remain at your disposal, Coralie from Zoomalia

Published several months ago

1 messages

marie-agnes

Hello, I did not receive a magnet in my last 3 orders, why?

Published several months ago

12 messages

dominique

It's because I don't like your videos as I find them bland that I don't make them anymore. I like what is lively, what moves, what shows animals enjoying what is offered to them and not a person who just opens the package and stirs the product. My thoughts regarding your videos do not take away from my positive opinion of Zoomalia. Best regards

Published several months ago

489 messages

zoomalia

Hello Marie-Agnès, Magnets are sent with the shipment of an order once a month, subject to availability, as our goodies are sometimes victims of their own success, as indicated on the website. I wish you a very good day, as well as to your pets. Coralie from Zoomalia

Published several months ago

489 messages

zoomalia

Hello Dominique, Thank you for your feedback. Our site is constantly evolving, and your comments help us improve. I'm here to listen to you and wish you a good day, Coralie from Zoomalia

Published several months ago

1 messages

nuno

Hello. I am in Portugal and I am a regular customer. I have been trying to place an order since Monday, but in the end, I am always redirected to the login page. Can you help me?

Published several months ago

489 messages

zoomalia

Hello Nuno, I'm sorry that you are having an issue. Please try disconnecting and reconnecting your account. You can also check if you are on the site “zoomalia.pt”. If the problem persists, please contact us through the “My Account” and “Customer Service” contact forms. See you soon, Coralie from Zoomalia

Published several months ago

1 messages

pierre-luc

Hello, I just downloaded the app but I didn't receive the 1000 loyalty points

Published several months ago

489 messages

zoomalia

Hello Pierre-Luc, Thank you for your message. After downloading the app, it may take a few hours for the 1,000 loyalty points to appear in your account. I invite you to wait a bit and check again. If the points are not credited within 24 hours, please do not hesitate to contact our customer service. We will be happy to assist you. I wish you a wonderful day. Coralie from Zoomalia

Published several months ago

1 messages

micheline

Hello, I was supposed to be delivered on 12/24 and now I am being told about a delivery no later than 01/02. If I had known this, I would have ordered elsewhere; moreover, you have already charged the money. I am not happy at all.

Published several months ago

2 messages

christine

Hello, I ordered two bags of Optimus Sterilised Chicken Kibble. The first one is fine. The second is moldy at the bottom. It's pointless to order two bags if I can't use the second one given the expiration dates. My dog doesn't eat enough in a month... Since I didn't check the dates upon arrival, maybe the bags were close to expiration. I am very concerned now about ordering the same product again. CD

Published several months ago

489 messages

zoomalia

Hello Micheline, I am sorry for the inconvenience encountered during the delivery of your order. I invite you to make a claim directly from your customer account. Have a nice day, Hélène from Zoomalia

Published several months ago

489 messages

zoomalia

Hello Christine, In response to your message, I invite you to make a complaint directly from your customer area. Have a great day, Hélène from Zoomalia

Published several months ago

2 messages

Élise

Received package today, missing 5 items. Video taken to prove that the package was indeed closed. Box reconditioned by DPD.

Published several months ago

489 messages

zoomalia

Hello Elise, I responded to you from another place in the forum. I invite you to file a complaint from your customer area. Have a great day, Hélène from Zoomalia

Published several months ago

2 messages

christine

Hello, I ordered a double parrot cage received on 09/01/25. It was the next day that I noticed upon opening the 3 packages (contents very poorly packed) that I was missing a package to assemble the cage. I am missing some grilles and nuts. I sent you a complaint message with the transcription of all the useful numbers listed on the 3 boxes. I am missing box 1/4 with screws and nuts. Unfortunately, I am unable to send you photos, so I sincerely hope you will do what's necessary to complete my order as soon as possible even without the photos. Sincerely, Christine

Published several months ago

489 messages

zoomalia

Hello Christine, Thank you for your message. If you have already opened a claim, our team will get back to you as soon as possible to resolve this situation. We are doing our best to complete your order quickly. Thank you for your patience and understanding. Best regards, Coralie from Zoomalia

Published several months ago

2 messages

christine

Thank you Coralie, I really hope to receive my missing package. Best regards

Published several months ago

2 messages

[email protected]

Hello, when do you plan to refund the canceled order??? My account was debited, and despite my requests, I am still waiting for my money.

Published several months ago

489 messages

zoomalia

Hello Ariane,Your requests have been received and processed. A final response was provided to you this morning. I invite you to check your emails.Have a great day,Coralie from Zoomalia

Published several months ago

1 messages

nathalie

Hello, during my last order in January, I subscribed to your membership to triple my Zoomalia points, for which I paid 9.90 EUR. Imagine my surprise to find that not only did I not receive tripled points for my order of over 340 EUR, but I didn't receive any points at all because the 610 points were there before this last order, and I'm still at 610 points! Another issue is that I pay for the SMS service to notify me of my delivery, and I don't receive any messages through this means!

Published 2 month ago

489 messages

zoomalia

Hello Nathalie, I am sorry for the inconveniences you have experienced. To better understand and resolve the situation, I invite you to contact us through our dedicated form. We are not able to process this claim from the forum, and it is important for us to thoroughly review your file to provide a solution. Thank you for your understanding, and we remain at your disposal for any further questions. See you soon, Coralie from Zoomalia

Published 2 month ago

1 messages

pascal

Hello, I am waiting for information on the percentage of fresh and dehydrated meat in the Brokaton dog food for intense activities and have received no response by email or phone since yesterday morning. It's a shame.

Published 2 month ago

93 messages

mathieu

Hello Pascal, The percentage of dehydrated meat in the Brokaton runner kibble is 35%. There is no fresh meat in these kibbles. Wishing you a great day, The Zoomalia team

Published 2 month ago

1 messages

rita

Hello, I just placed an order, but when I check my account, I don't see anything, and the transfer has been made correctly. How can I know if it has been processed? Thank you.

Published 2 month ago

489 messages

zoomalia

Hello Rita, The time frame for receiving a transfer is generally 48 to 72 hours (excluding weekends). Once the transfer is received, your order will be validated and you will receive a confirmation email. If you have any other questions, do not hesitate to contact us. See you soon, Coralie from Zoomalia

Published 2 month ago

1 messages

yaël

Hello, I placed an order on February 19th and I haven't received any confirmation email. The order isn't showing up in my account, yet my bank account has been charged. What should I do?

Published 2 month ago

489 messages

zoomalia

Hello Yaël,

If you haven't received a confirmation email and your order doesn't appear in your customer account, it's likely that it did not go through. I invite you to check your order history in your account. If the order is not listed, you can place it again. It's possible that a banking authorization might appear on your account, but it should disappear within 48 hours if the transaction was not finalized.

Our team remains available if needed,

Coralie from Zoomalia

Published 2 month ago

1 messages

nicolas

Hello, This is the second time I've ordered from the site but haven't received the complimentary magnet gift. I find it unfortunate because my sister, who also orders, gets one every time she places an order.

Published 1 month ago

489 messages

zoomalia

Hello Nicolas, I have taken note of your request regarding our magnets. The sending of a magnet with the shipment of an order is done at the rate of one order per month, subject to availability, as our goodies sometimes experience great success, as indicated on the site. Do not hesitate to contact our customer service if you wish to obtain more information. Have a nice day, Coralie from Zoomalia

Published 1 month ago

1 messages

chantal

Hello, I placed an order of €81.46 a few days ago: MA253759270. However, yesterday at 7:30 AM, I received a first message from GLS on my phone: "Urgent: Delivery of parcel ZOOMALIA no. OOJI6ZC0 is impossible today. More info via email today to organize a new delivery. Your GLS team." I did not receive an email, but a second message at 10:56 AM: "Urgent: Due to an incident, we cannot deliver parcel no. OOJI6ZC0. Please contact your sender ZOOMALIA. Your GLS team." Do you know more about the issue preventing the parcel from being delivered to me? What worries me is that I will soon run out of seeds. Best regards, Chantal Macaire

Published 1 month ago

489 messages

zoomalia

Hello Chantal, I invite you to contact our customer service via the dedicated forms, accessible from your customer account under the "My Account / Customer Service" tab. Unfortunately, your request cannot be handled through the forum. Additionally, the order number mentioned seems incomplete (a digit is missing). Once your request is sent via the form, our team will be able to quickly check the status of your package and provide you with a solution. Thank you for your understanding, Have a great day, Coralie from Zoomalia

Published 1 month ago

2 messages

annick

Hello, I am very unhappy with the delivery, and it was only when I saw someone that I started to question what was happening. I went to check, and it turned out it was someone who wanted to steal my package. Indeed, my package was placed on the sidewalk while the doorbell is 1 meter away. Normally, the delivery person rings, but this time nothing— the package was in plain sight and accessible to everyone, and I almost got it stolen since it was just left there and I wasn't informed. The man had already looked inside the package while I was waiting for the delivery, which is strange and upsetting. Now I'm afraid to order again if this is going to continue and the package gets stolen. I'm always at home due to my disability. Will you take action against this driver who could have at least rung the doorbell? I am very worried about my future orders. I need reassurance because I order every month—will the deliveries be like before, or do I risk losing the delivery and money? A goodwill gesture would be appreciated since Zoomalia chooses its delivery person. Imagine if it had rained, as it wasn't even in front of the door, or if it got stolen. What would I do then? Thank you for reading, best regards.

Published 4 weeks ago

489 messages

zoomalia

Hello Annick, I am sincerely sorry about this situation and completely understand your concerns regarding the safety of your deliveries. This type of behavior from the delivery person is unacceptable. I invite you to contact our customer service so that we can review your case and report this issue to the carrier. We wish to ensure that your future deliveries are conducted under better conditions. Please feel free to reach out to us so that we can find a solution together. Coralie from Zoomalia

Published 3 weeks ago

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