Zalando adjusts return policy and Plus program

Zalando customers in Germany, the Netherlands, and Italy will have less time to return orders starting tomorrow. The return window will be shortened from 100 days to 30 days. Changes to the loyalty program, Zalando Plus, are also imminent in these three countries.

Zalando, which built its reputation on free shipping, free returns, and a 100-day return policy, is gradually becoming less lenient with its customer terms.

Return window reduced to 30 days

Starting January 7th, Zalando will shorten the return window from 100 days to 30 days in its home market of Germany, as well as in the Netherlands and Italy. According to Zalando, the measure aims to make items available more quickly to other customers. The company also says the change offers the opportunity “to test new features that make shopping at Zalando even easier”. Zalando reports that over 90 percent of its customers already return items within 30 days.

More than 90% of Zalando’s customers already return items within 30 days

Zalando already operates with the shorter return window in Spain, France, and Austria. It is likely that more countries will follow. Returning items remains free in all Zalando markets. The company, evolving into an ecommerce ecosystem, also expressed interest in acquiring competitor About You last month.

Zalando Plus becomes a free program

In an email to customers, Zalando also announced drastic changes to its Zalando Plus loyalty program in Germany, the Netherlands, and Italy. Previously, Plus functioned as a subscription-based service similar to Amazon Prime, offering unlimited free shipping for a fixed annual fee.

Starting at the end of January, the program will transition to a free tier-based loyalty program offering benefits to Zalando’s top customers. This change has also already been implemented in Spain, France, and Austria. Existing Plus members will have their annual subscription fees refunded.

Various tiers

As customers qualify for different tiers of the program, they unlock benefits such as discounts, special offers, alerts, priority customer service, and a limited number of free express deliveries. Unlimited free shipping for smaller orders will no longer be part of the program, aligning Zalando with broader market trends.