Zalando announces changes to its refund policies and loyalty program

Zalando has announced significant changes to its returns policy and Zalando Plus loyalty program in Germany, the Netherlands, and Italy. The changes are effective from January 7, 2025, and reflect a strategy to adapt to the new shopping behaviors of its customers.

A new payback period of 30 days

From now on, Zalando customers in Germany, the Netherlands, and Italy will have a 30-day return period, a significant reduction from the previous 100 days. According to the company, this measure aims to speed up the availability of returned products for other customers and improve service efficiency.

Despite the change, Zalando reported that more than 90% of its customers make returns within 30 days, demonstrating that this measure aligns with consumer habits. The free returns policy, one of Zalando's hallmarks, will be maintained in all markets where it operates. This measure is already in place in countries such as Spain, France, and Austria and is expected to be extended to other regions shortly.

Zalando Plus loyalty program revisited 

In addition to the new returns policy, Zalando announced changes to the Zalando Plus program in the same three countries. Previously based on a subscription model similar to Amazon Prime, the program will become free and based on loyalty levels at the end of January. Qualifying customers will enjoy exclusive discounts, special offers, priority attention, and a limited number of free express shipments.

Existing Zalando Plus members will receive a refund of their annual subscription fees, ensuring a seamless transition without additional costs. On the other hand, free unlimited shipping on lower-value orders will no longer be part of the program, reflecting an adaptation to market trends.

These changes come when Zalando is repositioning itself as an e-commerce ecosystem. Recently, the company expressed interest in acquiring competitor About You, underscoring a strategic focus on consolidating its position in the European market.

With these changes, Zalando seeks to respond to the needs of its customers and adapt to an ever-changing e-commerce reality while remaining committed to offering an efficient and competitive shopping experience.