Zalando tightens returns policy — accounts may be warned or closed for excessive returns

Original (German): “Zalando gehört zu den größten Onlinehändlern für Mode in Europa und hat den unkomplizierten Rückversand lange als Serviceversprechen etabliert. Doch das Unternehmen zieht nun deutlich strengere Grenzen. Wer auffällig viele Bestellungen zurückschickt, wird künftig direkt kontaktiert und über das ungewöhnliche Verhalten informiert. Diese Warnung soll eine letzte Gelegenheit bieten, das Einkaufsverhalten zu ändern. Bleibt die […]”

English summary: Zalando — one of Europe’s largest online fashion retailers — has long offered easy returns as a service promise. It is now drawing stricter lines: customers who return an unusually high number of orders will be contacted and warned. The warning is intended as a final chance to change shopping behavior; repeat or persistent offenders may face ordering limits or account closure. The goal is to reduce return abuse, improve product availability and increase sustainability.

Details & context

• Zalando announced tougher enforcement of return abuse to target a small subset of users who disproportionately exploit free returns.
• As part of broader changes, Zalando shortened the general return window to 30 days (effective Jan 7, 2025) in key markets such as Germany, the Netherlands and Italy; some countries already use 30 days.
• Zalando says over 90% of returns happen within 30 days, and is investing in AI-driven size recommendations to reduce fit-related returns.
• The policy aims to balance customer convenience for the majority with fairness and sustainability for the whole platform.

Read more from Zalando’s corporate communication: Zalando — Bringing transparency to returns

Also see coverage and analysis: Ecommerce Germany — Zalando return policy update

What do readers say?

Do you think this is fair or too restrictive? Have you had to return many orders from Zalando — why? Leave a comment below.

Note: Original news mentioned on ifun.de; this post links to Zalando’s corporate page and an independent e-commerce analysis for more information (no RSS links are included).