Zalando UK Avis 

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!

Ordered an item which was due for delivery on 29th November. Evri tracking did not update so I informed the company that it still shows up as Evri is yet to receive the parcel from the company.
Customer service was unhelpful and kept telling me to wait.
They then extended the estimate delivery to 5th December.
Tracking still no update.
Informed the company again and told sign their legal binding document to start an investigation with the delivery company.

I informed them that under consumer rights act I am not obligated to sign this document as it waivers my rights to a refund from the company.

They kept telling me I have a week to sign it and at no point have they issued or willing to issue a refund.

I have started a dispute with my payment method and contacted trading standards and the ombudsman to start an investigation into Zalando for going against my consumer rights.

Wish I had looked here at the reviews before ordering I've been waiting nearly 2 weeks for delivery and then I got an email today saying evri delivery delayed 😂like I've already waited 2 weeks and then now the delivery day is delayed this company is a joke will not be ordering ever again

Order didn’t arrive and no sign of evri having received. Asked for a refund and told to wait another 5 days, requested again and told to wait again. Now 14 days since order. Customer service chat just tell you to be patient and cut you off. Now trying to claim refund via PayPal.

Really bad customer service and I didn't receive my order. I really don't recommend it. Please use other websites you will save a lot of time and nerves. I need to open dispute in my bank to get my money back.

I was a bit dubious about ordering due to the reviews but I was pleasantly surprised.
My order was processed and delivered within 5 days. Very happy

Where is my order?

Order 10511023406528 placed 4 days ago...still no movement...hasn't even been dispatched. Very poor.

At first it was the delivery partner’s fault for delaying. After courier confirmed parcel was lost and refund was issued, it eventually arrived, so I was asked to make a payment by bank transfer despite my request to simply return the parcel. I did as instructed and asked for confirmation, but Zalando didn’t bother check their bank asap and after waiting for the advised five days, I still didn’t hear from them. Different customer service worker offered different comments—in one email, they said it was confirmed, in another they asked me to pay again. Finally, I got email confirming they received the money and I asked if they could issue a proof of receipt for future reference and peace of mind, the next email once again asked me to wait five days. The communication is just terrible and tiring. Still don’t know what’s going on. I won’t shop on Zalando ever again.

Half the items missing from an already much-delayed package from Zalando and they refuse to acknowledge that these items have gone missing at their end - can't stress enough how much you should avoid buying from this site - worst online customer experience ever and ongoing. I won't be paying them for items I never received, absolutely not!! AVOID!!

I was a little concerned reading the negative reviews for this company but they were the only ones that had an unusual purple Boss top I wanted for a Christmas present

Well my experience has been brilliant start to finish. They had what I wanted in stock, kept me updated and delivered within the week timeframe, as stipulated.

The top is exactly as described and my husband will be so happy and all for a great price! Well done Zalando .

Please don make any purchases from this site.

I recently redeemed a work reward voucher for Zalando with the intention of buying a watch as a Christmas gift. However, I later discovered something that is neither clear nor well communicated that gift cards apparently cannot be used to purchase watches. I find it concerning that a company restricts how customers can spend funds that have already been paid for.

Throughout multiple email exchanges, I repeatedly received the same generic, copy and pasted responses with no genuine acknowledgement of my situation. The lack of support and empathy was extremely disappointing.

I was informed that the voucher could be used only for “fashionable wearables,” and that, according to them, an umbrella qualifies as a wearable but a watch does not. Bags were also listed as eligible products, yet when I attempted to purchase a bag, the voucher was still rejected despite their repeated assurances that it should work.

I am unable to understand why a customer is prevented from using a gift voucher on items the company itself claims are permitted. This experience has been deeply frustrating and has significantly affected my view of the company’s integrity and customer service.

I have escalated this issue further and will be advising others to avoid purchasing from this retailer based on my experience.

You truly are the most scummiest company I have ever came across!

This company blames evri regarding late parcels when they havent even shipped the items themselfs, Spent over £300 and waiting over a week and a half!

Amazing experience ordered Monday got Friday ,and perfect ,was nervous as reviews bad but it was all plain sailing and cheaper than on other websites

Ridiculous zalando and even more ridiculous Evri most reviews are the same ones my item was never delivered i ordered twice both times same issue Evri don’t know anything and these are major courier in uk pathetic and zalando don’t do anything just wait and wait that’s what you do and customer service if it’s not fake bots on chats then it’s on the phone i have to do everything myself no help and if you reach anyone of course you will get sent to somewhere in Asia then they say uk is a bad economy

There are missing items, I have CCTV footage of what i received and they refuse to support. Totally scam company. Do not order here if you dont want to deal with their scamming and rude behaviors.

Absolute SCAM of a company, would give zero stars if I could. My order failed to arrive and Zalando are refusing to give me a refund so I am now £140 out of pocket. Need less to say I would NEVER order from Zalando again and would advise everyone else not to either. Unbelievable!!

AVOID! This company is a total scam. Kids trainers ordered 11/11/25. Email 13/11 to say would be delivered by Evri 15/11. Followed tracking and item never made it anywhere near. Email from Zalando to say delivered on 17/11 to Parcelstop and it wasn’t. After complaint on 21/11 they claimed it had been returned as ‘not been picked up for 10 days’ (!!!) and refund would be processed and may take up to 14 days once received. Meanwhile, having also complained to Evri, they have said the item is now lost so won’t make it back to Zalando for refund to be processed. They’re in it together and it’s a total scam. Wish I’d checked here first.

Bought some shoes off Zalando and they arrived within a week. I noticed that a couple of days later, the price had reduced, contacted Zalando and they immediately refunded me the difference. Great experience with them.

Unfortunately, I am very disappointed with my recent experience with Zalando.
This is the second parcel within a month that has been lost by the courier, and the store did not offer any real solution other than a refund. I wanted to purchase the same item again at the original price I had paid, but this option was not provided, even though the delivery issue was not my fault.

It’s really frustrating, especially since I used to enjoy shopping here, but the current customer service and lack of responsibility for delivery have made me lose trust in the process. I truly hope Zalando will start handling such situations more seriously, because right now it’s hard to feel confident that an order will actually arrive.

I've been shopping with Zalando for ten years, placing numerous orders in that time, and can say, apart from a couple of blips, I've received excellent customer service.

The main problem Zalando has is in using Evri as its 'delivery partner' (previously known as Hermes in the decade I've been shopping with them.

Fair enough, the boxes Zalando uses in their deliveries aren't the strongest, but Evri seems to use them to play Rugby with, because I've had items hanging out of the box, (just once) an item missing, and many other times it looks as if my parcel has gone through a few scrums before it has reached me. This is Evri's doing, not Zalando's.

I've only ever had cause to reach out to Zalando's customer service team twice in the decade I've shopped with them, and found their help to be quick, professional, and courteous. The last time being a week ago.

I've only ever had to return one item in the decade I've been shopping with Zalando, and the returns process was very simple. I didn't even need to print out a returns label (good job because I don't have access to a printer). I took the parcel to an Evri parcel shop, where the returns label was printed out for me, via a QR code that was emailed to me, but that was also available in my Zalando online account. The shop assistant placed the returns label onto the box, and Evri collected it. There's the peace of mind in being able to track the parcel's return via a link in the email Evri automatically sends out as soon as the returns label is printed in the parcel shop. Zalando also emails an acknowledgement of the parcel being returned.

Please excuse me for going into every detail of the returns process, it was the first time I had cause to return a parcel, and have detailed the process for anyone else worried about having to do so.

I've only ever had to return that one item in a decade, pretty good considering the amount of orders I've placed, and that was because I was sent an incorrect item. I expect 100% of my orders from every company I shop with online to be fulfilled to my satisfaction, but I am happy the 99.9% of the orders I've placed with Zalando to have been dealt with satisfactorily.

I have no qualms in buying from Zalando in the future.