Our advice

Not satisfied with your purchase?

Unworn boots within the approval period

  • An approval period of 14 days following receipt of the boots applies to purchases made from our online store and at events. Within this period you may return or exchange unworn boots: see our terms and conditions and the exchanges and returns procedure. If you have made your purchase in the store you can go back to the store within their specified approval period.

Worn boots within and following the approval period

  • If you have already worn your ZOO Adventure boots and are dissatisfied we want to hear from you so that we can consider potential solutions. You can contact us by telephone on +31 (0)172 579 202, or email info@zoo-adventure.com and we will get back to you. If you have made your purchase in a store you can return there with your receipt and discuss the problem with the store staff.

Guarantee

  • We provide a year's guarantee covering material and manufacturing faults in materials and manufacture ZOO Adventure boots from the date of purchase.

    Note: wear and damage to ZOO Adventure boots are not covered under the terms of the ZOO Adventure guarantee. You can avoid unnecessary damage by maintaining your boots in accordance with our recommendations. You can always contact us with any problem, even outside the guarantee period.

Prevent damage to your boots by following ZOO Adventure's care advice and reading our tips.

What can happen with your boots?

Feeling that your feet are wet or clammy

  • The inner lining at the toe of the boot can wear due to scratching from toenails. If a small hole eventually appears this can affect the Acquastop membrane. You can help avoid this by taking good advice about the sizing of your boots. The anatomy of the foot and nail care can have a major influence on this type of wear. Repairs are not possible. This type of damage is not covered by the guarantee as it is deemed to be wear.
  • Applying grease or oil to the boots can block the pores in the leather as well as the Acquastop membrane. The membrane will not perform correctly if the pores are blocked, and your feet will feel damp and clammy. No repair is possible, and damage of this type is not covered by the guarantee. This damage can be prevented by caring for your boots in accordance with our recommendations and using the maintenance products we have selected. more about Shoe Care
  • The internal heel stiffener can also fail due to wear, resulting in a leak. This problem too can be avoided by taking good advice about the sizing of your boots. The anatomy of the foot has a major influence on this type of wear so optimal fit is crucial. ZOO Adventure can offer optimal size adjustment with the use of a removable insole. A thicker insole lifts the foot and reduces the internal volume, resulting in less play at the heel and less sliding back and forth. Wear to the heel stiffener is not covered by the guarantee. Repair is possible in some cases.

The appearance of the leather

  • Leather can dry out and harden and the boots can lose their suppleness and their appearance can suffer if they are not looked after properly. If the leather is correctly treated the water will penetrate less easily and less deeply into the pores than when it is dry. Leather requires treatment to prevent drying out and to refresh the colour. more about Shoe Care

The sole

  • We use G+ lasts at ZOO Adventure, but if the anatomy of your foot combined with intensive use results in the outer sole parting from the side walls at the flexing point, the Acquastop membrane should in principle not be affected and should continue to function. In other words the boots should remain watertight. Foot anatomy has a major effect here, nevertheless this situation is covered by the 1 year post-purchase guarantee. The soles can be repaired, but the guarantee will lapse if you attempt to make repairs yourself.
  • Excessive wear to the soles can result from extreme use and the failure to alternate your footwear. The soles can be replaced in these circumstances, but this is not covered by the guarantee.

Insoles

  • It is important that your boots are fitted with the correct insoles. If the boots fit you but you want to try a different insole, the existing insole must always be removed first. A thinner insole provides a roomier fit and a thicker insole makes the fit tighter. Use the appropriate thickness of insole to obtain the optimal size for your comfort and to prevent wear to the inside of the heel. You can reorder insoles from our online store. insoles

Defective straps, buckles and zips

  • The stitching to straps may fail on occasion. This is covered by the guarantee and can be repaired. If the straps have been damaged by excessively hard usage they can be repaired but this is not covered by the guarantee.
  • Wear to zips, buckles, leather and stitching on the inside leg of the boots caused by the legs rubbing together when walking is not covered by the guarantee. This is the result of the individual wearer's gait.

Correct maintenance for extended pleasurable wear

Cleaning

  • Dirty boots should be cleaned using clean flowing water, preferably with a soft cloth or sponge. Heavily soiled leather can be cleaned with ZOO Adventure Cleaner.

Nourishing and maintaining Performance leather

  • Much like your own skin, impregnated Performance leather needs nourishment to keep it supple, to keep the colour fresh and to maintain the QuickDry function. We have a range of ZOO Adventure Hydra Creams to hydrate the various types of leather used in ZOO Adventure boots. Do not apply any oils or greases to our boots, this can block the pores of the leather and prevent the QuickDry function and the Acquastop membrane performing as they should, and leading ultimately to a loss of the membrane's waterproof qualities.

Protecting Performance leather

  • Performance leather is impregnated so that it throws off water and dirt and dries quickly. This makes the boots easy to clean. You can protect Performance leather with its QuickDry, water and dirt resistance properties using ZOO Adventure Protect Endurance.

Drying

  • It is important to allow your boots to dry naturally, and not using a direct heat source. Your boots also need to be aired well on the inside.

Putting boots on and taking them off

  • The ZOO Adventure bootjack can help with putting on and taking off your boots, but if you need to do this unassisted, avoid pressing on the heel of one boot with the sole of the other as this will cause unnecessary damage to the exterior of the boot. The inside of the boot may also be damaged, affected comfort. In the worst case the heel stiffener may break, splitting the lining at that point and possibly damaging the Acquastop membrane so that it loses its water-resistant properties.

Alternating with other boots or shoes

  • We regularly change our ordinary shoes, and outdoor boots benefit from a similar approach in the long term. You will enjoy lengthier service from each pair of boots if you alternate between different pairs. But if you only have one pair you must be sure to treat and care for them correctly if you are to continue to benefit from their performance features. The most important factors here are nourishing the leather and allowing the boots to dry. Click here for extensive information on Shoe Care. Click here to order Care Products

Purchases In-store, from the Online Store or at an Event

Purchases from a store

  • If you have bought your boots in a shop you should take them back there with your receipt and discuss the best way forward with store staff. The shopkeeper is your initial point of contact, and will contact our Head Office if necessary. Of course you may also contact us (after first contacting the store), and we may be able to provide you with information. However the matter will have to be dealt with by the ZOO dealer where you made the purchase. Stores

Purchases from our online store

  • If you have bought your boots from our online store you can contact our Customer Service department by telephone on +31 (0)172 579 202, or send an email to info@zoo-adventure.com. We will consider the options and decide on the best way forward. We may ask you to return your boots for investigation, together with your purchase receipt. Login

Purchases from an Event

  • If you purchased your boots from the Zoo stand at an event you can contact our Customer Service department by telephone on +31 (0)172 579 202 or send an email to info@zoo-adventure.com. We will consider the options and decide on the best way forward. We may ask you to return your boots for investigation, together with your purchase receipt. If you no longer have your receipt please include details of the event and the date of purchase. If necessary we can verify this using our list of sales at promotional events.

General complaints

At ZOO Adventure we put a lot of effort into providing the best possible service to customers, but if despite our efforts you still have a complaint, do please feel free to contact us. Complaints