Helpful staff. Really efficient. Some nice genuine advice given. My only issue was genuinely the 20p charge for a bag. A paper bag. I'd understand a plastic one but a paper bag.
Company replied
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See what reviewers are saying
To I went into the Bude store looking for a new coat, I was greeted by staff to which all was very friendly, i was asked if they could help, after telling them I wanted a new coat Madilyne came to h... See more
Company replied
Customer Support is appalling. Immediate Support! I called to cancel the order on the day. 45 Mins of my life wasted listening to your awful music. Gave up and sent details via a contact form. Have... See more
Company replied
What fabulous service by Pina. I called to see if I could return a faulty item received today from an online order in my local store, which she informed me I could and also checked stock replacement a... See more
Company replied
Company details
Written by the company
Our story began back in 1987 in the South West when two surfers designed our first product. Their brainchild, the ‘Hook and Loop’ watch strap. It was here that the Animal name was born, and an iconic adventure began. Over the past three decades, we have grown to become a leading lifestyle clothing brand for those who share our free-spirited mindset. Our in-house design teams take inspiration from our coastal beginnings teamed with an understanding of today’s customer needs, to create authentic, effortless looks that combine our passion for adventure with a contemporary style. As part of our continued evolution, we’re on a mission to be kinder to the planet. We’ve changed our design and manufacturing process to include more responsibly sourced materials wherever possible. We care about our planet, customers, and future generations. So, we make clothes that last a lifetime and leave little impact on the environment all while retaining the passion for adventure that started the journey all those years ago.
Contact info
5 Eccleston Street , SW1W 9LX, London, United Kingdom
- +44 (0) 20 3828 7700
- help@animal.co.uk
- www.animal.co.uk
4.1
Great
8K reviews
Replied to 90% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Company refused to refund postage cost…
Company refused to refund postage cost although this is against consumer law.
April 16, 2026
Unprompted review
Helpful staff
Helpful staff. Really efficient. Some nice genuine advice given.
My only issue was genuinely the 20p charge for a bag. A paper bag. I'd understand a plastic one but a paper bag.
April 4, 2026
Unprompted review
Reply from Animal
Hi,
Thank you for taking the time to share your review today.
Customer feedback—both positive and constructive—is incredibly important to us at Animal, as it helps us continue to improve the service we provide.
We truly appreciate your support, and thank you for choosing to shop with Animal.
Many thanks,
Lauren
The Animal Customer Care Team
Reply from Animal
Hi Owen,
Thank you for your 5-star review!
We’re so glad to hear that our team was able to assist you with your enquiry.
Thank you again for choosing to shop with Animal — we truly appreciate your support.
Many thanks,
Lauren
The Animal Customer Care Team
Really excellent service from Wendy
Really excellent service from Wendy. Knowledgeable and courteous with Really good product knowledge and a sense of humour too ! Highly recommended.
March 6, 2026
Unprompted review
Reply from Animal
Hi Andrew,
Thank you for your 5-star review!
We're so pleased to hear that you're happy with the service provided by Wendy in our store. Your support means a lot to us.
Thank you again for choosing to shop with Animal.
Many thanks,
Lauren
The Animal Customer Care Team
Item wasn't sent on time
Item wasn't sent on time. I asked for a refund and heard nothing back. Going to have to go to my credit card company
February 7, 2026
Unprompted review
Reply from Animal
Hi,
Thank you for taking the time to leave your review today.
Customer feedback - both positive and constructive - is incredibly valuable to us at Animal, as it helps us continue to improve the service we provide. I’m truly sorry to hear about the issues you experienced with your order.
We’d love the opportunity to make things right. Please reach out to us via our Contact Us form https://www.animal.co.uk/pages/contact-us and include "TrustPilot Review" along with your order number in the order number field. This will help us quickly locate your case quickly and provide the best possible support.
Best regards,
Lauren
The Animal Customer Care Team
Great quality.
Purchased a hoodie in sale a couple of months ago. Great quality, fits well, arrived quickly and washes well. Thank you.
November 5, 2025
Unprompted review
Reply from Animal
Hi ,
We’re thrilled to hear that you were happy with your order and that it reached you quickly — that’s exactly the kind of experience we aim to deliver.
Thanks again for choosing to shop with Animal. We really appreciate your support.
Many thanks,
Lauren
The Animal Customer Care Team
Coats in here are amazing warm & well made for those winter dog walks!
The lady was very helpful
January 27, 2026
Unprompted review
Reply from Animal
Hi Anna,
Thank you for your 5-star review!
We're so pleased to hear that you're happy with your order. Your support means a lot to us.
Thank you again for choosing to shop with Animal.
Many thanks,
Lauren
The Animal Customer Care Team
Delighted with the customer service…
Delighted with the customer service from Animal staff. Went to Animal at Cheshire Oaks and bought a coat. Due to a mistake labelling it, I ended up with the wrong size. I phoned up the next day expecting to be told I’d have to drive all the way back. Couldn’t have been more wrong!
Spoke to Emma who got a replacement in the right size and arranged for it to be taken to my local Mountain Warehouse store within three days for me to swap it. Excellent. Thank you Emma.
January 18, 2026
Unprompted review
Reply from Animal
Hi Joe,
Thank you for your 4-star review!
We're so pleased to hear that you're happy with the service provided by Emma in our Cheshire Oaks store. Your support means a lot to us.
Thank you again for choosing to shop with Animal.
Many thanks,
Lauren
The Animal Customer Care Team
Good friendly customer service
January 10, 2026
Unprompted review
Reply from Animal
Hi Martin,
Thank you for your 5-star review!
We’re so glad to hear that our team was able to assist you with your enquiry.
Thank you again for choosing to shop with Animal — we truly appreciate your support.
Many thanks,
Lauren
The Animal Customer Care Team
Great service Bude store
To I went into the Bude store looking for a new coat, I was greeted by staff to which all was very friendly, i was asked if they could help, after telling them I wanted a new coat Madilyne came to help.
After asking questions to what length/what it was to be used for she went though all what they had to offer, after trying on a few different styles I chose my coat, nothing was too much trouble, on the way to the til Madilyne asked if there was anything else she could help me with to which I also got a hoodie
Thank you for all your help
January 5, 2026
Unprompted review
Reply from Animal
Hi Gina,
Thank you for your 5-star review!
We're so pleased to hear that you're happy with the service provided by Madilyne in our Bude store. Your support means a lot to us.
Thank you again for choosing to shop with Animal.
Many thanks,
Lauren
The Animal Customer Care Team
Good range of products and excellent…
Good range of products and excellent customer service.
December 26, 2025
Unprompted review
Reply from Animal
Hi Michael,
Thank you for your 5-star review!
We’re so glad to hear that our team was able to assist you with your enquiry.
Thank you again for choosing to shop with Animal — we truly appreciate your support.
Many thanks,
Lauren
The Animal Customer Care Team
Super helpful customer service and good…
Super helpful customer service and good prices
November 17, 2025
Unprompted review
Reply from Animal
Hi Catboi,
Thank you for your 5-star review!
We’re so glad to hear that our Customer Care team was able to assist you with your enquiry.
Thank you again for choosing to shop with Animal — we truly appreciate your support.
Many thanks,
Lauren
The Animal Customer Care Team
Ordered a backpack 5/12 for Christmas
Ordered a backpack 5/12 for Christmas, no updates as to delivery, chased via online form to no response, called 3 times and was told it would be sorted but nothing has been done. The charge for item + delivery was taken but nothing received and no one can resolve the issue either.
December 5, 2025
Unprompted review
Reply from Animal
Hi R Maryam,
Thank you for taking the time to leave us a review.
We are very sorry to hear that you were disappointed.
I can see that we have now contacted you separately regarding this, but please feel free to contact us via our contact us form https://www.animal.co.uk/pages/contact-us if you would like to discuss this further.
Kind regards
Lauren
The Animal Customer Care Team
Beth at Brighton Store anch on the off…
Visited Brighton branch on the off chance and was greeted by a really friendly team. Beth wenr above and beyond to help me choose the correct items needed with lots of advice and friendly chat. Beth is an absolute asset to your store and made the visit a really great experience. I walked out armed with 2 bags with lots of lovely items at a really great price and with an urge to return! Thank you Beth and Animal im one very happy customer !
December 17, 2025
Unprompted review
Reply from Animal
Hi Steve,
Thank you for your 5-star review!
We're so pleased to hear that you're happy with the service provided by Beth in our Brighton store. Your support means a lot to us.
Thank you again for choosing to shop with Animal.
Many thanks,
Lauren
The Animal Customer Care Team
Avoid at all costs!
This company has appalling customer support. I bought a coat and on arrival was extremely disappointed with the quality, so requested a return. But they hadn't sent the confirmation email I needed to take it to a shop. I asked for it to be resent, they agreed. It wasn't. I tried again. Same. Eventually I got a return label, but only to post it, I couldn't take it to the local shop. Sent and tracking showed delivered. Silence. I emailed several times until I got a reply. Asking for the shipping details that they had sent me! Sent it regardless. Silence. More emails from me. Ignored. Messages through their website. Silence. Ended up calling; after 45 minutes on hold the call was cancelled at their end. Didn't give up and called again. They admitted it was sent back and a refund was "being processed" and should be sorted in a week. I'm three weeks into this by now, so not happy. No reason given for ignoring my messages and for the delay beyond "that's how long it takes" and so asked to speak to complaints. They don't accept calls. Asked for a transcript of the call. I need to speak to complaints to get one!
Ignore the misleadjng write up about this being the old surfing company, they went bust and this is now part of Mountain Warehouse, who took over the name.
Poor quality goods, awful customer service = don't buy from them!
December 12, 2025
Unprompted review
Reply from Animal
Hello Mr Barker
Thank you for taking the time to leave your feedback. We’re very sorry to hear about your experience and that the return and refund process caused you frustration.
We aim to provide a straightforward returns process and responsive customer support, so it’s disappointing to learn that this was not your experience on this occasion. Delays in communication or refunds are not what we would want for any customer, and we appreciate you bringing this to our attention.
As Trustpilot reviews are public, we’re unable to discuss individual account details here, but we would like the opportunity to look into this further and ensure everything has been handled correctly. We’d encourage you to contact our customer support team directly via our official contact channels, quoting your order details, so the matter can be reviewed.
Thank you again for your feedback — it helps us identify where improvements are needed.
Many thanks,
Lauren
The Animal Customer Care Team
Acceptance of return would be nice
Still no email to say that have received my return item through evri. Evri have returned the item and I have proof of this from them, ive tried contacting but in email to actually email a person just a contact form. Id just like my refund please
December 4, 2025
Unprompted review
Reply from Animal
Hi Hannah,
Thank you for taking the time to share your review today.
Customer feedback—both positive and constructive—is incredibly important to us at Animal, as it helps us continue to improve the service we provide.
I can see that your refund has now been processed, once again I apologise for the delays.
We truly appreciate your support, and thank you for choosing to shop with Animal.
Many thanks,
Lauren
The Animal Customer Care Team
Customer Support is appalling
Customer Support is appalling. Immediate Support!
I called to cancel the order on the day. 45 Mins of my life wasted listening to your awful music. Gave up and sent details via a contact form. Have heard nothing.
Order then delivered with no contact from customer service still so called again today and another 20 mins of music before I hung up. Disgusting Service
December 5, 2025
Unprompted review
Reply from Animal
Hi ,
Thank you for taking the time to leave a review.
I’m really sorry to hear that your we were unable to cancel your order for you and that you were not able to get in contact with us — we understand how frustrating that can be.
If you'd like to discuss this further, please reach out to us via our Contact Us form, and include "Yotpo Review" along with your order number in the order number field. This will help us locate your case quickly and provide the best possible support.
Kind regards,
Lauren
The Animal Customer Care Team
The staff were really helpful
The staff were really helpful. In particular Madison (I think that was her name) was really engaging and probably helped persuade me to spend more time and money in the (Mall, Bristol) store through being so positive!
December 3, 2025
Unprompted review
Reply from Animal
Hi Ian,
Thank you for your 5-star review!
We're so pleased to hear that you're happy with the service provided by our team in store. Your support means a lot to us.
Thank you again for choosing to shop with Animal.
Many thanks,
Lauren
The Animal Customer Care Team
RETURNED ITEM 4TH NOVEMBER STILL NO REFUND
Good brand let down by bad returns service. Still waiting after over 3weeks of item being returned. I have sent emails to you but still no reply
November 4, 2025
Unprompted review
Reply from Animal
Hi David,
Thank you for taking the time to share your review today.
Customer feedback—both positive and constructive—is incredibly important to us at Animal, as it helps us continue to improve the service we provide.
I can see that your refund has now been processed, once again I apologise for the delays.
We truly appreciate your support, and thank you for choosing to shop with Animal.
Many thanks,
Lauren
The Animal Customer Care Team
Reply from Animal
Hi ,
Thank you for your 5-star review!
We're so pleased to hear that you're happy with the service provided by our team in store. Your support means a lot to us.
Thank you again for choosing to shop with Animal.
Many thanks,
Lauren
The Animal Customer Care Team
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