Zalando UK Avis 

I ordered two items from Zalando, both of which were delayed by more than seven days beyond the stated delivery date.
When I contacted customer service, I was told that if the items were not delivered within 48 hours, I would receive a refund. The items did not arrive. When I followed up after the 48 hours, the agent was rude and completely changed the position, I was told to wait another 48 hours, with no guarantee of a refund even after that.
I asked to raise a formal complaint and was told there is no complaint process. I asked to speak to a supervisor and was told this was not possible. I was left with no option other than to wait and send an email which I believe will be another hopeless attempt.

Promises were broken, policies shifted mid-conversation, and there was zero accountability. This experience felt misleading and deeply frustrating.
I would strongly advise caution before ordering. Unless you are willing to risk your money, I strongly would not recommend buying from Zalando.

Absolutely shocking. I returned my order but never received a refund. I reported it to Zalando, who said they investigated but refused to issue a refund. I then contacted EVRI and made a complaint, and they confirmed by email that the parcel was delivered to the wrong address and advised me to contact Zalando for a refund. Despite providing Zalando with this written proof from EVRI, I’ve still been refused. This is completely unacceptable—avoid these thieves at all costs.

I saw this page after ordering and naturally felt nervous, but everything was smooth. My order was a 'long distance' order which they said would arrive 1 week after ordering and it turned up exactly when they said it would. It did take 3 days to ship which was worrying but all was fine, v good service. Can't comment on customer service.

Blocked card multiple times - had to sign up to purchase no option for guest checkout... after signing up had call from a Fake Nat West number which was fraud!! Zalando is now a virus

Worst customer service i have ever experienced from online shopping. I ordered multiple Christmas gifta and had issues on all orders. One paclage didnt arrive, another one had a damaged item . Refunds took over a month but so much time wasted on my end. They have very slow and unefficient processes, very poor communication too

I ordered some limited edition coach heels for my girlfriends Christmas gift and not only did the package not come on time even though I paid for the fastest shipping, I was delivered some shoes that weren't even coach, weren't even the correct size, and weren't even within the same price range of what I ordered. They couldnt even be bothered to send me a replacement and just gave me a refund but only for the shoes and not the shipping which I paid 100 dollars for.

The parcel was never delivered to my door. I called customer service and had the most unprofessional person at the other end. I had to check if there was someone on the line several times as it kept making strange noises. I was put on standby without warning and overheard the person laughing and putting my on standby again. It was the worst customer service I've ever had.

I've ordered from Zalando for years and never had a problem. I can't fault the customer service at all! They dealt with my issue straight away.
I needed to return a bag I ordered so I downloaded the return label and dropped it off at a parcel shop. Evri tracking still said 'its on it way back to the retailer' and to contact them for any further confirmation, this was after 14 days. I still hadn't been notified of the refund so I tried to track the parcel on zalando website which said its 'not found'. I contacted Zalando as this concerned me and they replied within 10 minutes. After supplying them with proof of postage they said its been lost on the way back to them and they refunded me straight away. I dont understand how so many parcels go missing on the way back to them after reading so many reviews stating the same thing. I think this needs looking into and changing. I'm happy I got my refund but it puts me off ever using their returns service again with the stress it caused me, hense the 4 star rating.

Absolutely wow. I never received my parcel and reported this to Zalando, it was investigated. I was told I wouldn't get a refund so I got through to EVRI and made a complaint, I have an email from them stating they delivered to the wrong property and to contact Zalando again to get a refund, yet I have still been denied when I email proof from EVRI. ABSOLUTELY DISGRACEFUL, stay clear of these thieves.

Order a bag and was given 4 diffrent deliver date as the bag did not arrive for Christmas, then was told it was delivered, which it was not. They delivered to the incorrect address and refused to give a refund. Very poor customer care.

Said item delivered and it wasn't - refusing refund - SCAM SCAM SCAM

Fraudulent company. Lies about dispatching. Wont refund. Wish I had know it was a scam before buying now having to work with bank

Ordered a jacket, the courier EVRI leave it at the foot of my door, where it was subsequently stolen. I’ve spoken to various representatives from the Zalando Team (Radosław Skoczek, Kacper Kossakowsk and Richard Nsanabandi) who will not give me a refund.

Still awaiting a refund for 2 items that have been returned now for 3 weeks. Just being told to be patient as the items have not been confirmed as returned, even though I have tracking details. Do not purchase from the organisation if there is a possibility of having to return due to sizing.

DO NOT ORDER FROM HERE!!!!!!!! SCAM SCAM SCAM!! They say that your parcel has arrived when it hasn’t and then won’t refund you!!! Customer service is SHOCKING! AVOID!!!

I must admit,after reading reviews, I was a bit sceptical,so decided to email them before I placed an order as the item I wanted was a couple of hundred pounds.
I asked if they had the item in stock and in my size,they emailed me straight back confirming they did,and if I needed any more help,to get intouch. I placed my on Wednesday, and it has just arrived.many thanks to GRAFFINS KUSIMBA.

Ordered 28th Nov, still no delivery. Evri said delivered on the 1st of Dec. No proof etc. Now tracking says delayed again... weird. I disputed the payment with my bank as they lied, zalando support staff. One said evri could not find my address another said I was not in lol. They don't care.

Extremely disappointing experience with Zalando UK.
I bought a PIN-Koch handbag for £250 (now £400) and it arrived in terrible packaging – no proper box, no protection. Honestly, even cheap fast-fashion brands pack better.

I emailed Zalando politely asking for a replacement box (NOT a return).
Instead, they sent me an automatic return label and ignored my message completely. No explanation, no apology, no help.
This is unacceptable customer service.

Now I have to buy my own gift box and materials (£20+), and of course it won’t be the original packaging, which reduces the value of a luxury item.

If I had read reviews beforehand, I would never have ordered from Zalando.
I strongly advise others to avoid buying luxury handbags from them — poor packaging, zero respect for customers, and unhelpful support.

Avoid!
I have been waiting for my parcel to be delivered. Ordered on the 28th of November. Got told by evri that the missed the connection. This was on the 4th of December. Then oddly the order says on the 9th of December that it got delivered to my address on the 2nd of December.
No physical proof of delivery. No signature or photo. Every time Evri have delivered to me. The have asked for a name and taken a photo.
I find it strange how it can just say delivered. The company can not provide any proof of delivery. Definitely some kind of scam

The company have been unhelpful. I have been told there is nothing they can do. So basically they have taken my money and no goods! They cant tell me who has signed for the parcel. I told them to go to Evri and ask them for further proof. But they won't help.
I have requested a charge back with my bank and will be reporting to trading standards.
Please don't use this company

I returned 2 different items from 2 different orders for a refund like it says you can do on their website. I filled out a returns form online & recieved a return label & posted the return with 2 items together. But unfortunately the return went missing as soon as it was recieved at the post office. I alerted zalando & filled out all the forms needed & provided a proof of posting & the tracking number that you can clearly see it has gone missing and never arrived at the warehouse. They provided me with a refund for one item but are refusing to refund the other item saying it wasn’t in the parcel when they received it which is a complete lie as they have never received the return parcel as it is missing! They seem to have their wires crossed somewhere or are purposely conning me. Their customer service is awful as when you ring up they just say they escalated it but you never hear anything back! I need my refund!