Zalando tracking

What is Zalando?

Zalando is an online fashion platform that has established itself as the leading European e-commerce player in the fashion and footwear sector. Founded in 2008 in Berlin by Robert Gentz and David Schneider, this German company revolutionized how Europeans shop for clothing and accessories. With a presence in 25 European countries and tens of millions of active customers, Zalando is today an essential reference for anyone wanting to shop for fashion online.

Zalando's story began in an uncertain economic context, during the 2008 financial crisis. The two young entrepreneurs, Robert Gentz and David Schneider, who met during their studies at WHU – Otto Beisheim School of Management, benefited from the financial support of the Samwer brothers, recognized German investors in the digital sector. Their vision was simple but ambitious: to offer a seamless online shopping experience with a wide selection of products, attractive prices, and above all fast delivery accompanied by free returns. This customer-focused approach quickly proved successful.

Zalando's business model is built on several strategic pillars that have contributed to its phenomenal success. The platform not only offers fashion items from major international brands, but also its own line of clothing. In parallel, Zalando developed a marketplace allowing third-party sellers to offer their products directly to platform customers. This diversification has significantly expanded the available offering while generating new revenue streams.

• Date of creation: 2008, initially under the name Zalando, by Robert Gentz and David Schneider in Berlin
• Founders: Robert Gentz and David Schneider, with financial support from the Samwer brothers (Oliver, Marc and Alexander)
• Headquarters: Berlin, Germany
• Legal status: Zalando SE, publicly listed European company (Xetra, Frankfurt)
• Active customers: Tens of millions of users across 25 European markets
• Annual revenue: Over 10 billion euros per year
• Workforce: Several thousand employees across Europe

Zalando's growth over the years has been exceptional. Starting as a simple online shoe shop, the group quickly expanded its offering to clothing, accessories, cosmetics and sports items. Today, the platform lists millions of items from more than 7,500 partner brands, ranging from mass-market retailers to luxury houses. This diversity allows Zalando to meet the expectations of all customer segments, from budget-conscious consumers to fashion enthusiasts.

In addition to its main retail business, Zalando has developed several complementary services. The Lounge by Zalando platform (formerly Zalando Privé) offers private sales with significant discounts on major brand collections. Zalando also operates physical outlets in Germany and has launched B2B services such as Zalando Fulfillment Solutions, allowing partner brands to outsource their logistics to the group's warehouses. This diversification demonstrates Zalando's desire to become much more than a simple online retailer.

Which countries does Zalando deliver to?

Zalando operates exclusively in the European market, where the company has deployed an impressive logistics infrastructure to efficiently serve its customer base. The platform is currently present in 25 countries across the continent, with each market having its own localized website with prices, collections and promotions tailored to local specifics. This localization strategy allows Zalando to offer an optimized shopping experience according to the preferences and consumption habits of each country.

Germany represents the historical core of Zalando's operations and houses the group's main logistics infrastructure. It is from this country that pan-European operations are coordinated, with several major distribution centers each exceeding 100,000 square meters in area. German-speaking markets (Germany, Austria, Switzerland) form the largest customer base for the company, naturally benefiting from the shortest delivery times and most developed service.

• Western Europe: Germany, France, Belgium, Netherlands, Luxembourg, Ireland and United Kingdom
• Southern Europe: Spain, Italy and Portugal
• Northern Europe: Sweden, Denmark, Norway and Finland
• Central Europe: Austria, Switzerland, Poland, Czech Republic, Slovakia and Hungary
• Eastern Europe and Balkans: Romania, Slovenia, Croatia, Estonia, Latvia and Lithuania

Zalando has strategically established logistics centers in several European countries to optimize its deliveries. Each market has its own localized site with a customized interface, prices in the local currency and customer service in the country's language. This approach makes it possible to store the most demanded items as close as possible to customers and to ship a significant proportion of orders from national warehouses, thereby reducing delivery times and logistics costs.

For customers located outside European coverage areas, Zalando does not offer direct shipping. However, reshipping solutions exist through third-party services such as ColisExpat or Easy-Delivery, which provide a European forwarding address and then reship parcels to other destinations. This option remains complex and expensive, particularly with regard to returns management. Zalando has announced expansion plans for Asia and the Americas in coming years, with target markets including Japan, South Korea, Singapore, the United States, Canada and Brazil.

Within the European Union, cross-border shipments are carried out without customs formalities, which greatly simplifies logistics. A European customer can thus receive a parcel shipped from another EU country within a few days, without customs clearance fees. For non-EU countries such as Switzerland, Norway or the United Kingdom, Zalando handles customs formalities itself and pays applicable duties and taxes in advance, avoiding any unpleasant surprises to the customer upon delivery.

Which carriers does Zalando use?

Zalando does not handle final parcel delivery to its customers itself. The company relies on an extended network of more than 40 carefully selected partner carriers across Europe to guarantee optimal coverage and quality service. This network of logistics providers allows Zalando to offer multiple delivery options tailored to each customer's preferences while maintaining competitive timeframes across all its markets.

In each country, Zalando works with leading local carriers to ensure deliveries. The company generally favors national postal operators for standard shipments and express specialists for fast deliveries. Returns are entrusted to carriers with a dense network of drop-off points, making returns easier for customers.

• France: Colissimo (standard delivery), Chronopost (express delivery), UPS (returns), Mondial Relay (pick-up points)
• Germany: DHL and Hermes for the majority of standard and express shipments
• United Kingdom: Evri (formerly Hermes UK), Yodel for standard deliveries, DPD for premium
• Italy: SDA, Bartolini (BRT) and Poste Italiane
• Spain: Correos, SEUR and UPS
• Benelux: bpost in Belgium, PostNL in the Netherlands
• Nordic countries: PostNord for Sweden, Denmark, Norway and Finland

This diversification of carrier partners addresses several strategic objectives for Zalando. On one hand, it reduces operational risks in case of disruption with one of the service providers: if DHL encounters difficulties, Zalando can shift part of the volume to Hermes or another available partner. On the other hand, this multi-carrier approach offers customers greater flexibility in choosing the delivery method that works best for them.

Zalando's IT systems are closely integrated with those of its carrier partners. This interconnection enables real-time exchange of tracking data and status updates, automatic printing of shipping labels, and instant updates of delivery information in the Zalando customer account. The customer can thus track their parcel from warehouse to door, regardless of the carrier used, directly from the Zalando app or website.

Zalando maintains a privileged relationship with its carriers, sharing volume forecasts in advance, particularly during high-activity periods such as sales, Black Friday or year-end holidays. This close collaboration allows service providers to size their resources accordingly and enables Zalando to benefit from dedicated services such as later evening pickups or Saturday deliveries. The objective is to maintain a consistent level of service that complies with Zalando's commitments, regardless of the final carrier.

What are Zalando's delivery times?

Delivery timeframes offered by Zalando vary depending on the chosen shipping method, destination and availability of ordered items. The company strives to offer competitive timeframes across all its markets thanks to its network of logistics centers strategically distributed throughout Europe. Several options are generally available, ranging from next-day express delivery to economical standard delivery.

Standard delivery is the basic option offered by Zalando. It generally allows you to receive your order within 2 to 5 working days following order placement. This timeframe may vary slightly depending on whether items are shipped from a local warehouse or from a logistics center located in another European country. Orders placed before 2 p.m. are generally prepared and shipped the same day, which saves one day on the overall timeframe.

• Standard delivery: 2 to 5 working days, generally free above a certain order amount
• Express delivery: 1 to 2 working days, subject to additional fees
• Pick-up point delivery: Convenient option with collection at a partner retail location or automated locker
• Weekend delivery: Available on Saturday in most regions with partner carriers

For customers in a hurry, Zalando offers an express delivery option allowing you to receive your parcel the next day or at most two days after placing your order. This premium service, subject to additional fees, is provided by local express carriers and guarantees priority order processing in the warehouse as well as shipment via the carrier's express network. This option is particularly popular for receiving an outfit before an important event or a trip.

Zalando has also developed a fast pick-up point delivery service in several European countries. This service allows you to receive your order quickly at a collection point near your home. To take advantage of it, simply select the corresponding option when placing your order and choose your preferred pick-up point from those available. An SMS or email is sent to the customer as soon as the parcel is available for collection.

Announced timeframes may be impacted by several factors. During peak activity periods such as winter or summer sales, Black Friday or year-end holidays, order volumes increase significantly, which can result in longer preparation times. Similarly, certain items sold by Zalando marketplace partners may require additional lead times as they are shipped from the third-party seller's warehouses rather than from Zalando's own infrastructure.

What are Zalando's shipping costs?

Zalando's pricing policy regarding delivery has been designed to encourage purchases while remaining economically viable for the company. The general principle is simple: standard delivery is free above a certain order amount, and modest fees apply below that threshold. This approach helps maintain platform attractiveness while encouraging customers to consolidate their purchases.

Standard home delivery is generally free for orders exceeding a certain amount, which varies by country. This free delivery threshold is relatively accessible given the average price of fashion items, and allows the majority of orders to be delivered at no cost. For orders below this amount, modest shipping fees are charged. Pick-up point delivery generally benefits from the same pricing terms as home delivery.

• Free standard delivery: Above a certain order amount (varies by country)
• Standard shipping fees: Modest fees for small orders
• Express delivery: Additional fees regardless of order amount
• Pick-up point delivery: Often offered under the same conditions as home delivery
• Returns: Always free, with prepaid return label included

Express delivery represents a premium option for customers wishing to receive their order more quickly. Subject to additional fees, this option guarantees delivery within 1 to 2 working days via express carriers. This rate generally remains fixed regardless of order amount or number of items, making it particularly attractive for large or urgent orders. Certain occasional promotions sometimes allow you to benefit from express delivery at a reduced rate or free of charge.

Regarding returns, Zalando has made the strategic decision to systematically offer them free of charge. A prepaid return label is included in each parcel, allowing customers to return items that don't suit them without cost. If an entire order is returned, the initial delivery fees charged are also refunded. This generous policy, which generates significant costs for the company, is an integral part of Zalando's customer promise and contributes greatly to customer retention.

The Zalando Plus loyalty program allows regular customers to benefit from delivery discounts. This program works on tiers: by accumulating points through purchases and interactions with the platform, customers progressively unlock rewards including additional free deliveries and access to unlimited premium delivery for the highest tiers. Members of the highest levels benefit from free express delivery on all their orders.

What are Zalando's delivery options?

Zalando offers several delivery methods to suit each customer's preferences and constraints. Whether you are available at home to receive your parcels or prefer to pick them up at your convenience at a collection point, the platform offers flexible solutions to ensure an optimal shopping experience. This variety of options helps differentiate Zalando from its competitors and build customer loyalty.

Home delivery remains the most popular option with Zalando customers. The parcel is shipped directly to the address provided when placing the order and handed to the recipient or placed in the mailbox if dimensions allow. If absent, the delivery driver may, depending on the carrier, leave a delivery notice, drop the parcel at a neighbor's, or make it available at the nearest post office or collection point. SMS and email notifications allow customers to track delivery in real time and anticipate parcel arrival.

• Standard home delivery: Delivery to the specified address within 2 to 5 working days
• Express home delivery: Priority delivery within 1 to 2 working days via express carrier
• Pick-up point delivery: Collection at a partner retail location in the local collection point network
• Automated locker delivery: Collection 24/7 in a secure locker (InPost and other locker networks)

Pick-up point delivery is a convenient alternative for people frequently away from home. When placing an order, customers can select a collection point from a list of partner retail locations near their home address or workplace. Once the parcel arrives, a notification is sent and customers have several days to collect their order by presenting an ID. This delivery method reduces delivery failure risks and offers great schedule flexibility.

Automated lockers or lockers are an increasingly popular option. These secure lockers, accessible 24/7, allow you to collect your parcel at any time without depending on a retail location's opening hours. The customer receives a code or QR code by SMS to open the locker corresponding to their order. Zalando works with several locker networks across Europe, including InPost and other local operators depending on the country.

In several countries, Zalando also offers delivery options at partner neighborhood retailers. This option combines the convenience of a neighborhood store with often extended opening hours, making collection easier for customers with busy schedules. The retailer holds the parcel for several days, giving customers time to collect it at their convenience.

Regarding rescheduling deliveries, Zalando's partner carriers generally offer the option to modify the date or location of delivery after shipment. Via the tracking link provided by email, customers can access the carrier's portal and request a delivery postponement, address change or availability at a collection point. This flexibility allows adaptation to unforeseen circumstances and avoids costly delivery failures for all parties.

What should I do if my Zalando order is lost or damaged?

Despite the quality of Zalando's logistics services and its partner carriers, it can happen that a parcel is lost during shipping or arrives damaged to the recipient. In these situations, Zalando has established clear procedures to allow its customers to report the problem and obtain a quick solution. In accordance with European consumer protection legislation, the seller remains responsible for proper receipt of the parcel, regardless of the transport company used.

In case of a lost parcel, meaning the tracking status indicates delivery completed but you have not received your order, or if the parcel appears stuck for several days without update, the first step is to check with your neighbors and in your mailbox. If the parcel remains unfound, you must contact Zalando customer service to report the loss. The team will then launch an investigation with the carrier and, if the loss is confirmed, proceed with full refund of your order or reship the items if you prefer.

• Deadline to report an issue: As soon as the loss or damage is discovered, ideally within 14 days following the scheduled delivery date
• Complaint channel: Via the online form in the "Help & Contact" section then "Returns & Refunds"
• Documents to provide: Order number, description of the issue, photos in case of damage
• Processing time: Generally within 48 to 72 hours for an initial response
• Possible outcome: Full refund or reship of the affected items

If you receive a damaged parcel or defective item, it is important to document the damage before any handling. Take photos of the parcel, inner packaging and damaged item from several angles. These visual records will be valuable to support your claim. Then log into your Zalando account, access the "Orders" section and select the affected order. Click "Report damaged item" and complete the complaint form by attaching your photos and clearly explaining the issue encountered.

Claims processing at Zalando is generally quick and customer-focused. In the vast majority of cases, the platform offers full refund of the damaged item without requesting a return, particularly if the damage is clearly documented. Alternatively, if the item is still available and you wish to keep it, Zalando may offer reship. The refund is made to the payment method used at the time of original purchase, generally within 14 days of claim validation.

For disputes not resolved directly with customer service, additional recourse options exist. Zalando adheres to consumer mediation organizations in the different countries where the company operates, allowing customers to appeal to a mediator in case of persistent disagreement. In accordance with European consumer rights legislation, you may also send formal notice to Zalando setting a reasonable additional deadline to resolve the issue. If no solution is found, you are entitled to request cancellation of your order and full refund of amounts paid.

How to contact Zalando?

Zalando provides its customers with several contact channels to answer their questions and resolve their problems. Whether you have questions about an order, package tracking, return requests or any other concern, the platform's customer service is accessible via different means adapted to each person's preferences. The company has made customer support quality a differentiating element of its offering.

Telephone remains the most direct way to get a quick answer to an urgent question. Zalando customer service can be reached at 0 800 915 207, a free number from France, Monday to Saturday from 8 a.m. to 8 p.m. and Sunday from 10 a.m. to 6 p.m. A second number, 01 82 88 49 63, also allows you to contact advisors from Monday to Sunday from 8 a.m. to 10 p.m. Advisors are trained to handle all requests, from order tracking to complex complaints.

• Telephone: 0 800 915 207 (free) or 01 82 88 49 63 - Monday to Sunday, 8am-10pm
• General email: [email protected] for any question or request
• Withdrawal email: [email protected] to exercise your withdrawal right
• Online chat: Available 24/7 on the Zalando website and app
• Contact form: Accessible via the "Help & Contact" section of the website
• Social media: Facebook and Twitter for quick questions
• Mailing address: Zalando, 21 Boulevard Haussmann, 75009 Paris

Online chat is a convenient alternative for those who prefer to communicate in writing. Available 24/7 directly on the Zalando website and mobile app, this service allows you to chat instantly with an advisor or virtual assistant. For simple questions like order tracking or return terms, the automated assistant can often provide an immediate answer. More complex requests are transferred to a human advisor.

For less urgent requests or those requiring detailed explanation, email remains a relevant option. The address [email protected] allows you to contact customer service for any questions regarding an order, return or technical problem. A specific address, [email protected], is dedicated to withdrawal right requests. Responses are generally provided within 24 to 48 hours. The contact form available on the website also allows you to send a structured request by providing your order number and the specific nature of the problem.

Social media offer an additional channel to contact Zalando, particularly for quick questions or to publicly report an issue. Zalando's community management teams are active on Facebook and Twitter and generally respond within short timeframes. Finally, for official mail or formal complaints, the mailing address of Zalando's French headquarters is located at 21 Boulevard Haussmann, 75009 Paris. Members of high-level Zalando Plus program tiers benefit from priority treatment when contacting customer service.

Understanding tracking statuses

When you track a Zalando parcel online, different statuses may appear to inform you of your order's progress. These indicators let you know exactly where your parcel is, from warehouse preparation to delivery at your door. Here are the main statuses you may encounter and what they mean: