Zalando tracking

Online fashion with European logistics network of 12 centers

Zalando relies on a vast network of logistics infrastructures across Europe. The group operates a dozen fulfillment centers (distribution centers dedicated to e-commerce) spread across seven countries, in addition to about 20 specialized return centers. In Germany, Zalando has its flagship warehouses (in Erfurt, Mönchengladbach, and Lahr, among others), each exceeding 100,000 m². Other logistics centers are located in France, Italy, Poland, Sweden, the Netherlands, etc., often in partnership with local supply chain providers. For example, in France, Zalando opened a 20,000 m² sorting center in Moissy-Cramayel (Seine-et-Marne) in 2017, operated with Arvato, and in Sweden, a 30,000 m² warehouse in Brunna, co-managed with Ingram Micro, to serve the Nordic countries.

Each logistics site plays a strategic role. The largest so-called "central" warehouses store a very wide range of products, while smaller "satellite" sorting centers focus on the most locally demanded items to bring stock closer to customers. This two-level organization reduces shipping distances and speeds up deliveries. For example, the Brunna center in Sweden processes orders from Scandinavia to offer shorter lead times in this region. Similarly, the French sorting center stocks bestsellers in France to ship a significant portion of orders from the national territory. The continuous expansion of the network, illustrated by the opening of a highly automated 140,000 m² site near Rotterdam, aims to support Zalando's growth and sustain an ever-increasing volume of orders in the European market.

Zalando's infrastructures are at the forefront of logistics technology. Many centers are highly automated, integrating advanced mechanized and robotic systems. Zalando invests in automation solutions to improve efficiency and ease the workload of its employees. For example, some warehouses are equipped with automatic conveyors to transport parcels in preparation, and sorters capable of quickly directing packages to the right destination. At the Brunna site, about fifty autonomous mobile robots (provided by GreyOrange) assist around 500 operators in order preparation. These robots handle the movement of racks or product bins, optimizing the flow of goods and reducing staff movements and physical efforts. Similarly, Zalando has deployed picking robots to handle certain items like shoe boxes automatically. By integrating these cutting-edge intralogistics technologies, the company increases the productivity of its warehouses while improving working conditions by eliminating the most repetitive or arduous tasks. The overall goal of these modern infrastructures is to absorb order peaks, increase processing capacity, and maintain fast execution times to satisfy customers.

Order processing

When an order is placed on the Zalando site, a meticulous logistics process is triggered to process the order as efficiently as possible. The system first identifies the optimal warehouse to prepare the order, based on item availability and the customer's geographical proximity. If all items are available in the same center, the order is processed there in its entirety. Otherwise, the order may be split and prepared from multiple warehouses in parallel, with each parcel then shipped separately to the customer.

Within the warehouse, order preparation operations follow a well-defined flow. It all starts with the receipt of goods in stock (either directly from brands/suppliers or transferred from another Zalando center). Each incoming product is identified and tracked with a unique barcode label, called a QL code (for "Quality Label"). This QL barcode is affixed to each item and allows tracking of the product throughout its logistics cycle, from initial storage to customer shipment, including possible returns. The items are then stored in the warehouse using a chaotic storage method (i.e., products are not arranged by brand or fixed category but placed in free locations in an optimized manner. This storage mode, managed by the inventory system, allows for optimal space utilization and faster picking. A single shelf can thus contain very diverse items, preventing overloading of certain aisles and distributing the preparation work.

When an order enters the system, a picking order is generated. Zalando's warehouse management system: an internal WMS called "Zalos" (then calculates the optimal path for the preparation operator. Equipped with a portable terminal (PDA) or scanner, the preparers follow the WMS instructions to collect the items. At each step, the employee scans the item's QL code and the storage location code to verify it is the correct product. This double scan ensures traceability and preparation accuracy. Once all items of an order are gathered, they move to packing. Zalando uses suitable packaging (often boxes or pouches in the brand's colors) and generally adds the delivery note and a prepaid return label in the parcel. The included return label (in most countries) allows the customer to easily return an item if necessary. After packing, the parcel is sealed and labeled with the shipping label including the carrier's name, the customer's address, and the tracking number. The ready parcel is then injected into the warehouse's shipping circuit: automatic conveyors or carts transport the parcels to the final sorting and loading area.

Before the parcel's departure, Zalando performs random quality checks to ensure the content and labeling are correct. Once validated, the parcels are handed over to the chosen carriers (postal or courier) directly from the warehouse. The order status then changes to "shipped" and an email is automatically sent to the customer with the shipping confirmation. From this point, the parcel's delivery enters the domain of the third-party carrier, but Zalando continues to track the delivery progress through the received tracking information.

Shipping and routing strategies

Zalando has developed sophisticated shipping strategies to deliver orders quickly, reliably, and efficiently while optimizing its logistics costs. One of the keys to its strategy is optimizing the orientation of orders to the right warehouse from the start. Thanks to demand forecasting algorithms and fine stock management, Zalando distributes its products in its network so that items most likely to be ordered in a given region are already stocked nearby. This proactive stock localization principle reduces routing distances. For example, very popular products in France will be partly stocked in the French sorting center rather than in Germany, to avoid unnecessary international transit. Similarly, Western European markets (France, Benelux, United Kingdom...) are partly supplied from the large distribution center in Bleiswijk, the Netherlands, which speeds up deliveries to these countries.

When an order includes multiple items from different warehouses, Zalando seeks as much as possible to consolidate the shipment without significantly delaying delivery. If time allows and items are quickly available, an order can be grouped into a single parcel shipped from a central warehouse after receiving restocks from another site. However, to avoid penalizing the customer, Zalando generally prioritizes speed: it may happen that a multi-product order is divided into several parcels shipped separately from different locations if it saves time. Each parcel departs as soon as it is ready, and Zalando covers any additional costs of a split shipment so that the customer does not have to wait for an item that takes longer to prepare to delay the entire order.

In terms of routing, Zalando strives to optimize the transport chain for each parcel. Warehouses ship several waves of parcels per day to the sorting centers of their partner carriers. Zalando organizes regular pickup rounds with these carriers: for example, at the end of the day, DHL, DPD, UPS, Hermes, or La Poste trucks come to load the prepared parcel batches. In some cases, Zalando can pool upstream transport by sending its own or chartered truck grouping its parcels to a carrier's sorting center in the destination country. This massification step allows it to benefit from advantageous rates and lead times with logistics partners. Once taken over by the final carrier, each parcel enters its delivery network (plane, long-distance truck, regional sorting platform, etc.) until it reaches the local distribution center near the customer. Finally, the last mile is handled by the local contracted carrier, up to the recipient's door.

Zalando also relies on innovation in its shipping methods. To meet speed expectations in major cities, the company has experimented with ultra-fast delivery solutions. For example, Zalando launched same-day delivery pilots in some cities like Berlin or Cologne, where local couriers could deliver the parcel to the customer a few hours after the order. Additionally, to facilitate customer returns, Zalando tested home pickup by appointment: in London and Paris, a partnership with couriers (such as the startup Stuart/GeoPost in France) allowed customers to schedule a return pickup at their home within 30 minutes or at a convenient time, instead of having to drop the parcel at the post office. These initiatives, still occasional, illustrate Zalando's desire to continuously refine its shipping logistics to gain flexibility and responsiveness.

Delivery services offered to customers

As a pan-European e-commerce platform, Zalando offers its customers several types of delivery services to suit their needs. The basic service is standard home delivery, offered in most cases (often free beyond a certain purchase amount, depending on the country). Standard delivery corresponds to the classic option where the parcel is transported by a postal or private carrier and delivered directly to the mailbox or in person against signature. This most economical mode is generally selected by default and ensures reliable receipt within usual lead times.

For more urgent customers, Zalando offers an express delivery service. The express option, available for an additional fee, significantly shortens the delivery time. Zalando relies on international express carriers (such as DHL Express or UPS Express) capable of delivering within 24 to 48 hours on many routes. The customer chooses the express option when placing the order, triggering priority processing in the warehouse and shipment by the fastest route. This service is particularly popular for receiving an outfit urgently before an event or trip, for example. In parallel, Zalando has also launched loyalty programs (such as "Zalando Plus" in some markets) that include logistical benefits, notably free or unlimited accelerated delivery for subscribers, enhancing the customer experience for regular buyers.

In addition to home delivery, Zalando offers alternative pickup solutions for more convenience. The delivery to a pickup point service (or Click & Collect) allows customers to have their parcel delivered to a collection location of their choice rather than their home. Specifically, when ordering, the customer can select a pickup point from a list of nearby partners: for example, a parcel relay (tobacconist, convenience store, or local business acting as a depot), a secure automatic locker, or a partner store. Zalando works with networks such as Hermes ParcelShops, Mondial Relay/UPS Access Point, InPost lockers, etc., depending on the country. Once the parcel is delivered to the selected pickup point, the customer receives a notification (email or SMS) informing them that their order is "Available for pickup". They can then collect their package within a specified period, presenting an ID or a pickup QR code. This delivery mode is appreciated by people who cannot be present at home during the day or who want to avoid delivery failure risks.

In some countries, Zalando also offers delivery by appointment or to a specific location. For example, in Germany or the United Kingdom, customers can provide specific instructions to the carrier (leave the parcel with a neighbor, on the secure doorstep, or reschedule delivery for another day). Zalando's transport partners often send a confirmation message with the option to change the delivery date or location via their portal (for example, DHL, Hermes, or DPD offer this service). Thus, the customer retains control over the reception according to their constraints. Finally, Zalando places great importance on tracking transparency, regardless of the chosen mode: the customer is kept informed by email at each stage (shipping confirmation, availability at the pickup point, etc.) and can track the shipment in real-time using the provided tracking number.

Logistics partnerships with carriers

Zalando does not handle the final delivery of parcels to customers itself: it relies on an extensive network of third-party carriers, carefully selected by market, to ensure last-mile delivery. Zalando's role as a logistics operator is therefore to orchestrate these partnerships effectively. More than 40 local carriers collaborate with Zalando across Europe. These include both historical postal operators and private courier companies specializing in parcel shipping.

In Germany, its home market, Zalando works closely with DHL (the parcel division of Deutsche Post) and Hermes for most of its shipments. These two distribution networks cover the entire German territory and offer a good level of service. In France, Zalando mainly relies on La Poste (Colissimo service) for standard deliveries, as well as express carriers like Chronopost or DHL Express for fast shipments. The proximity of Zalando's Moissy-Cramayel sorting center to a Colissimo sorting center greatly facilitates this collaboration, with La Poste taking charge of outgoing parcels from the site daily. In the United Kingdom, Zalando ships via partners such as Evri (new name for Hermes UK) and Yodel for standard home deliveries, as well as with DPD for more premium services. In Italy, Zalando entrusts its parcels notably to SDA (the parcel branch of Poste Italiane) or Bartolini (BRT), while in Spain, carriers like Correos, SEUR, or UPS may intervene. In the Benelux countries, distribution is ensured by bpost in Belgium and PostNL in the Netherlands, among others. The Nordic countries see the involvement of PostNord (from the Swedish and Danish posts) or other local providers.

For Zalando, the challenge of these partnerships is twofold: ensuring a high level of service quality for its customers (meeting announced deadlines, precise tracking, careful handling of parcels) and negotiating advantageous capacities and rates thanks to the large volumes it injects. The company maintains a close relationship with its carriers, sharing its volume forecasts in advance during sales periods or high activity, so they can scale their resources. In return, Zalando often benefits from dedicated services, such as later evening pickups or Saturday deliveries, which improve the customer experience. Zalando's IT systems are integrated with those of its partners to exchange tracking and status data in real-time. For example, as soon as a parcel is scanned by the carrier (pickup, transit, delivery, etc.), this information is fed back into the Zalando database, which feeds the online tracking available to the customer.

Over time, Zalando has intelligently diversified its carriers to reduce logistical risks. In case of disruption at one (strike, Christmas peak, weather issues), it can shift part of the volumes to another available partner. This network of partners also offers the customer more flexibility: some will prefer the reliability of the national post, others the speed of a private courier, and others the convenience of a parcel relay network. Zalando often offers its customers several choices when possible, for example, in Germany, the customer can select DHL or Hermes according to their preference. In any case, Zalando retains control of these third-party transport contracts and acts as a true logistics conductor to ensure that, regardless of the final carrier, the overall service level remains consistent and in line with the brand's commitments.

Cross-border operations and internationalization

Given that Zalando operates in many European countries (more than twenty markets served), a significant part of its logistics operations involves cross-border shipments. The company has therefore implemented mechanisms to simplify and secure international logistics, so that customers perceive the service as if it were local. The European Union greatly facilitates these flows thanks to the absence of intra-EU customs duties and partial harmonization of standards, but Zalando still had to tackle the challenge of multiple linguistic, monetary, and organizational borders in Europe.

Specifically, when a French customer orders an item that is in stock in Germany, Zalando ships the parcel from the German warehouse to France in a few days, without customs formalities. The customer receives their parcel like any national shipment, the difference being transparent except perhaps for a foreign postage stamp. Zalando covers the cost of this international transport and optimizes its network to shorten the journey (for example, by massively shipping to its French sorting center, which then redistributes locally). In adjacent markets (Benelux, Austria, Switzerland...), the German and Dutch warehouses play a central role, serving as export platforms for neighboring countries.

For non-EU countries, Zalando had to adapt its model to customs constraints. For example, in Switzerland, the United Kingdom (since Brexit), Norway, or Turkey, Zalando parcels must go through customs and potentially include import taxes. Zalando has chosen to offer a seamless experience to its customers by handling these aspects itself: shipments are generally sent DDP (Delivered Duty Paid), meaning Zalando takes care of paying the applicable duties and taxes in advance and clearing the parcel through its partner carriers. The customer thus has no unpleasant surprises upon delivery, nor any unexpected additional fees. Invoices and customs documents are automatically prepared by the Zalando system at the time of shipment, in collaboration with the carrier (for example, DHL Express or UPS have integrated customs clearance services). Cross-border lead times are taken into account in the estimate given to the customer when ordering, and Zalando strives to minimize them by using fast connections.

The complexity of a pan-European e-commerce operation also lies in managing local specificities: languages, addresses, postal code formats, different holidays, etc. Zalando has designed its systems to operate in multiple languages and currencies from end to end, which is also reflected in logistics. Shipping labels, delivery notices, and return slips are issued in the customer's language. The chosen carriers are always actors mastering the local "terrain" (for example, Correos in Spain for delivery in the islands, or PostNord in Sweden for going far north). Zalando benefits in return from these partners' knowledge to refine its deliveries (delivery schedules adapted to local customs, etc.). Thanks to this fine orchestration, Zalando manages to operate a quasi-unified logistics service on a European scale while taking cross-border specificities into account.

Return mechanisms and reverse logistics

The management of merchandise returns (or reverse logistics) is a crucial aspect of Zalando's operations, especially since the company has built its reputation on a very flexible and customer-oriented return policy. Indeed, Zalando generally allows its customers to return any item that does not fit (size, color, model, etc.) within an extended period (often between 30 and 100 days depending on the country), and this without return fees. This ease encourages customers to order with confidence, even if it means returning unwanted items, which generates a significant volume of returns for Zalando to process.

To efficiently absorb these massive returns, Zalando relies on return centers spread across the continent. About 20 sites are primarily dedicated to processing return parcels. Some are integrated into large warehouses, while others are separate facilities specializing in verification and reconditioning. For example, Zalando has return centers in Germany (to process returns from Central Europe), Italy, France, Poland, etc. The return process starts on the customer side: they affix the provided return label to the original parcel (or generate a label via their Zalando account if it was not included by default) and drop the package in the indicated carrier's network. The choice of carrier for returns is guided by Zalando: often, it is the same partner as for the initial delivery (La Poste, Hermes, DPD, etc.), which simplifies reverse logistics through bilateral agreements. In some cases, Zalando even offers the possibility of home or mailbox return pickup (for example, via La Poste in France with the return from the mailbox service, or via couriers by appointment in urban areas).

Once retrieved, the return parcel is transported to the appropriate processing center. Each return is scanned upon arrival, allowing identification of the original order and initiation of the customer's refund procedure. Control teams inspect the returned items: product condition (unworn or with intact label), verification that it is the correct item, etc. Items in perfect condition are resealed or relabeled if necessary, then reintegrated into the available stock for sale. Depending on the location, a returned product can either be restocked locally (if there is a nearby warehouse) or be grouped with other returns and sent back to a main distribution center to be sold again. Zalando strives to quickly put returned items back on the market to minimize value loss and unavailability. Damaged or unsellable products follow a different circuit (destocking via Zalando Lounge, donations, textile recycling, etc.), although this part is not highlighted to the customer.

Return tracking is also offered to the customer: thanks to the return label's tracking number, the customer can see if their return parcel has been delivered to the Zalando warehouse. Once the return is processed and validated by Zalando, the refund is triggered (usually within a few business days). Operationally, Zalando has optimized its flows so that returns are as smooth a process as shipments. In some centers, the company has installed conveyors specifically dedicated to return parcels and sorting stations where returned items are dispatched by category (to quickly check if a garment needs ironing, if a shoe needs to be reconditioned in pairs, etc.). This focus on efficiency in reverse logistics allows Zalando to support a high return rate while maintaining controlled costs and a rapidly renewed circulating stock.

Parcel traceability and tracking

Traceability is a central issue in Zalando's logistics, both internally (tracking products in the warehouse) and externally (tracking parcels to the customer). Inside the logistics centers, each item has, as mentioned, a unique barcode (QL) that allows it to be tracked from the moment it is received at the warehouse until its shipment or possible return. This fine traceability ensures that Zalando knows at any time where each product is: in stock (and at which precise location), in preparation in a picking bin, packed in a specific parcel, or returned to a specific return area. The IT systems record each movement thanks to operator scans and automatic readings on conveyors. Thus, the risk of loss or error is minimized, and in case of recall or control, an item can be quickly found in the chain.

Once the parcel is shipped and taken over by the carrier, Zalando provides the customer with all the necessary information to track the delivery. For each parcel, a unique tracking number is assigned, usually issued by the carrier. Zalando communicates this tracking number to the customer via the shipping confirmation email, as well as in the "My Orders" personal space on the website or mobile app. The customer can click on the provided tracking link: it redirects to the carrier's tracking page or to an integrated Zalando interface displaying the shipment status.

Tracking numbers (or tracking IDs) may vary in format depending on the carriers used. For example, a shipment handled by DHL in Europe will often have a purely numeric number of 12 to 14 digits, while a parcel entrusted to UPS will have an identifier starting with "1Z" followed by a series of alphanumeric characters. On the other hand, Hermes/Evri generally assigns tracking codes containing letters (often an initial H) and numbers of about 10 to 12 characters. National posts like La Poste or bpost often use 13-character codes mixing letters and numbers (for example, ending with FR for France or BE for Belgium). Regardless of the form, all these tracking numbers allow querying the carrier's systems to obtain the parcel's up-to-date status.

Zalando's parcel tracking revolves around several key statuses, reflecting the delivery progress. Upon shipment, the status is "Sent" or "Shipped", indicating that the parcel has left the warehouse. Then, during transport, intermediate statuses such as "In transit" may appear when the package progresses through the network (for example, arrived at a regional platform). On the delivery day, the status often changes to "Out for delivery" (or equivalent, meaning the courier is on the way to the address). Finally, once the delivery is successfully completed, the final status "Delivered" is recorded, usually accompanied by the delivery time and possibly the recipient's name (if handed to a third person or a caretaker). Zalando displays these tracking information in English for the customer, regardless of the underlying carrier, to facilitate understanding. The customer also receives automatic notifications at important stages - for example, an email or push notification when the parcel is shipped, then when it is about to be delivered.

In case of a problem during transit, the tracking may indicate an exception status. For example, "Delivery incident" may appear if the parcel encounters an unexpected delay, an address error, or if a delivery attempt failed. Similarly, if the package could not be delivered and is returned to Zalando (for example, recipient absent and no pickup, unknown address...), the status "Return to sender" will be notified. Zalando closely monitors these cases and cooperates with the carrier to resolve the incident or, if necessary, proceed with the return and then the refund. Thanks to this transparent traceability management, the customer maintains confidence in the delivery, and Zalando can proactively intervene in support if needed.

Technological integration and logistics innovation

Behind Zalando's logistics performance lies a powerful technological infrastructure, the result of internal developments and advanced integrations. Zalando uses a complete software suite to manage its operations. We mentioned its in-house WMS "Zalos", which is specially designed for fashion item distribution and manages all the peculiarities of these products (sizes, colors, multiple references). In addition to the WMS, Zalando has a transport management system (TMS) that plans and tracks outgoing and incoming shipments, optimizing carrier choice, upstream delivery rounds, and ensuring the correct printing of labels and transport documents. All these internal software are interconnected in a digital ecosystem providing a real-time overview of the supply chain: stock levels, ongoing orders, parcels in transit, returns to process, etc. Dashboards and indicators help teams adjust resources or resolve bottlenecks quickly (for example, redeploying staff from picking to packing in case of a packing backlog).

Zalando also invests in data analysis and artificial intelligence to boost its logistics. Predictive algorithms calculate, based on historical data and trends, future demand by product and region, to optimize stock allocation in warehouses (anticipation process). This reduces the out-of-stock rate and sends items where they are most likely to be ordered quickly. Similarly, the company tests automated management solutions for its warehouses: optimizing the picking path, dynamically adjusting slotting (product placement in the warehouse) based on seasonality, etc. The goal is to create "smart" logistics centers where routine operational decisions can be made by the system in real-time to gain efficiency.

In terms of integration, Zalando does not just optimize its internal logistics: it has opened some of its capacities to external partners. Through the "Zalando Fulfillment Solutions (ZFS)" program, brands and sellers operating on the Zalando marketplace can entrust their stock directly to Zalando's warehouses. Thus, Zalando handles the storage, order preparation, and shipment of items sold by these partners, allowing them to benefit from its network and logistics expertise. This shared service enables smaller brands to reach the same delivery standards (speed, tracking, free returns) as Zalando while simplifying their operational management. Another complementary service, "Zalando Shipping Solutions (ZSS)", offers partner merchants the use of Zalando's carrier network to ship their own parcels, even without stock at Zalando. In this scheme, the seller prepares the order themselves in their warehouse but uses a Zalando shipping label (and its tariff agreements) to send the parcel to a Zalando center, which then routes it to the final customer via its local carriers. These B2B solutions demonstrate Zalando's evolution towards a full-fledged logistics provider role for the fashion sector.

Technically, Zalando relies on APIs and integration platforms to connect all these actors. Partners use, for example, the zDirect API to transmit order information to Zalando in real-time and receive in return tracking numbers and labels to print. Connectors like Tradebyte or Lengow are also compatible to facilitate the integration of flows between Zalando and brand systems. On the carrier side, Zalando has integrated the tracking and shipment booking APIs of most of its providers to automate the courier call, transport document printing, and status feedback. This advanced integration reduces manual interventions and error risks (for example, the tracking number is automatically associated with the correct order in the database). Finally, Zalando ensures the security and reliability of its logistics systems: data center redundancy, contingency plans in case of activity peaks or failures, and continuous software improvement with dedicated engineering teams (the "Zalando Engineering" regularly publishes on its innovations, demonstrating the importance of the technological aspect in the company's logistics).

Zalando parcel tracking statuses