Zalando is one of the online fashion stores with the most sales, so much so that they are committed to this sales method that their physical stores can be counted on the fingers of one hand. Are you also a fan of buying fashion and accessories on your website or through the app? For sure yes! What you may not be so clear about is how you should do to make an exchange or refund of, for example, a shirt because it turns out that the color does not fully convince you or the size is a bit too big for you. Well then, read the useful Zalando returns manual that we have prepared for you and you will clear up any doubts.
How to return an item that you have purchased on the website or in the Zalando app?
In the Peninsula, returns to Zalando are made by the company Celeritas. So you will have to contact them to make your return, and for that…
- Go to a Celeritas collection point and leave your package.
- Request home collection, whatever your option is at no cost.
- Go to your profile and click on the ‘Return item’ section and then on ‘Return item from this order’. Select the item(s) you are going to return and choose the reason for the return, display the menu on the right to see the options. Click ‘confirm’. Zalando will send you an email so you can see that everything has been registered correctly.
- If the items you are going to return do not fit in a single box, you have to choose the number of boxes you will need in the drop-down menu ‘you want to return more than one package’.
- Put the items inside the box you received them in, peel off the shipping label, and stick the new return label in its place. If you can’t find said label, you can print it, you’ll see it without problem in your profile.
- Deliver your package to the courier on the day and time indicated.
- Once they receive it in their warehouses, those responsible for Zalando will make the necessary checks, then they will proceed to send You your money following the original form of payment for your purchase.
- The period from when you deliver the package until you receive your money back can be up to 10 working days, more or less depending on the number of orders you have and how your bank operates.
- Have you paid the standard shipping costs? Zalando will reimburse you as long as you return all the items you bought in the same order.
- Remember that if you change your mind, you can take your package to a Celeritas collection point even if you have selected home collection.
Everything you need to know about returns at Zalando
How long do I have to make a return to Zalando?
Well, the term you have to make a return to Zalando is 100 calendar days, not bad at all, right?
Remember, we already know that you know, that what you are going to exchange must not be used and must also keep all the labels.
What if I didn’t notice and I threw away the label or the shoe box?
- Zalando says in its Return Policy that all garments must be placed in a box, the shipping box or any other, this is not the case with sneakers, shoes and accessories such as watches or wallets that must be returned in their original box. What happens if you have been confused and have thrown the box prematurely? And what if you have removed the label from a sweatshirt because you thought you were going to keep it?
- Well, we have to tell you that in these cases it will be difficult for the company to accept your return. You can contact them through customer service, but they will not guarantee that they will let you return if the shoes are not in their original box or if the garment does not have its label.
And if it’s a faulty item…
- If you have had the bad luck that your order contained an item with a factory flaw or defect, before returning it to a Celeritas collection point or requesting home collection, you must enter the website and fill out the corresponding form detailing in What is the defect? In the company they have to know them to avoid future defects.
- Once the return is accepted, they will refund your money or send you a new item, depending on what you have selected.
Steps to return items from different Zalando orders at the same time
- In the event that you want to return several items from different orders at the same time, you will simply have to register the return on the web for each of them following the steps that we have mentioned before. Put the garments in a single box and stick the corresponding return
- label in a visible place, you will only need one label for all the items inside the box. It may be that the refund takes a little longer to arrive because, as they are different orders, it is likely that they have to go to different warehouses, so the process can take a bit longer.
Methods in which you can receive the money from a return
Depending on the method of payment, Zalando will refund your return money using these methods:
- You will receive the payment in your account associated with said card.
- Cash on delivery. The company will make a transfer to your bank account.
- Bank transfer. In this case you will receive a credit directly to the bank account.
- The payment will be made in the customer’s PayPal account, yours in this case.
- Gift card or Zalando balance. The refund will be received as a balance on the customer’s Zalando card to be used for the next purchase.
Second-hand items bought at Zalando, this is how you can make a return
- Zalando sells in its name and also on behalf of third parties, in the event that you need to exchange a second-hand item purchased on the web or in the Zalando app, you will have to…
- Put the items in a box, the original one without going any further, and paste the return label that you will see on the web. Remember to remove the shipping label that comes in the box so there is no room for confusion.
- Deliver your package to the courier or take it to a Celeritas collection point.
- Once the seller receives the package, he will proceed with the refund, which can take up to 14 business days.
- If for any reason you need a new return label, you should contact customer service to have a new one sent to you.
- In these cases, the term to make the return is the same, 100 days from the receipt of the order.
Well that’s it! You already know everything you need to know to make a return to Zalando, we hope that everything is very clear to you!
