Zalando Cuts Return Window and Makes Loyalty Programme Free

A Zalando representative claims that over 90% of consumers already return items within 30 days of making a purchase.

We frequently look at what our customers care about because we are a customer-focused business. The spokesperson said, “A shorter return period guarantees that products become available for other customers more quickly.”

The shorter return window is already in place in Spain, France, and Austria, so this change is nothing new for Zalando. All markets will continue to offer free returns.

Redesign of the Loyalty Programme

Another big change is coming in late January 2025: Zalando Plus, a paid loyalty program in Germany, the Netherlands, and Italy, will become a free one. Refunds for yearly membership fees will be given to current program participants.

Customers will be able to access a number of benefits through the new program’s tier system:

• Savings and exclusive deals
• Customer service first
• Restricted expedited delivery

The program will no longer provide unlimited free delivery for smaller orders, which is a significant change. Austria, France, and Spain have already successfully enacted these reforms.

Implications for EU E-commerce

While Zalando’s decision signals a shift in its customer service approach, the 30-day return window actually aligns with common industry standards. The company’s previous 100-day policy was notably generous by market standards, and this adjustment brings them in line with typical retail practices while maintaining their commitment to free returns.

The shift in their loyalty programme structure appears to be part of Zalando’s broader business strategy, following successful implementation in other European markets. The company continues to adapt its services to meet changing market conditions while maintaining customer satisfaction.