Zalando UK Avis 

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.

Rude customer service over the phone and although their courier lost my order they refuse issuing a refund.

Ordered pair of trainers £104.First pair never delivered due to parcel going missing money eventually refunded. Ordered again and never received trainers. Courier tracking picture shows different house to mine or neighbours houses. Contacted Zalando after been cut off several times an investigation was completed. Outcome:they told me courier has delivered nothing further they can do no refund. After speaking to customer service and explaining traking info not my house was told nothing further they can do. Only option is for me to take it up with courier firm. Extremly poor service will never shop with them again.
I have not experienced problems with any other deliveries to my address. I will be reporting to trading standards this doesnt seem right

Item arrived yesterday. Parcel was ripped. No return label in parcel. I go online and it doesn't allow me to request a return. Is this because it was sent by one of your partners. Please can you contact me with the return label.
Further to my previous comment - no I do not want to submit a claim, I just want you to provide the return label or return QR code.

Until now, I had a good opinion of them, but unfortunately my last order, worth over £540, never arrived. I chose the “collect in store” option, and it was never delivered either to the store or to my home. After many exchanged emails with the company, the issue was not acknowledged and they refuse to refund my money. I feel cheated and I have to take the matter to court. The helpline is completely unhelpful — of course, the customer service is located outside Europe and they don’t care about you at all. It’s an absolute nightmare. I must admit I am shocked because it’s pure fraud, and EVRI as the courier is a disaster.