How to Cancel Zalando.com Order or Return Items

Canceling an order or returning items on Zalando is a relatively standardized process, designed to be user-friendly, although the specific steps and timelines might vary slightly depending on your country’s Zalando domain and the order status.

Read more about zalando.com:
Understanding Zalando.com Review & First Look
Is Zalando.com Legit? Assessing Trust and Operational Structure
Zalando.com Alternatives: Ethical E-commerce Considerations
Examining Zalando Company: Structure, Scope, and Business Model
Zalando.com Complaint Handling and Customer Support

It’s crucial to understand that direct cancellation on zalando.com is not possible as it’s not a transactional site.

All actions must be taken on the specific regional Zalando website where the purchase was made.

Cancelling an Order

The ability to cancel an order depends heavily on how quickly you act after placing it.

• Immediate Action Required: Zalando’s logistics are highly automated. Once an order enters the packing or shipping phase, it typically cannot be canceled directly.
• Check Order Status: Log into your Zalando account on the relevant country-specific website (e.g., zalando.de, zalando.co.uk). Navigate to “My Orders.”
• Cancellation Option: If the order is still “pending” or “in processing” and hasn’t been picked for shipping, you might see a “Cancel Order” button next to the item. Clicking this will attempt to stop the order.
• No Cancellation Button: If no cancellation option is visible, it means the order is too far along in the fulfillment process to be stopped.
• Refusing Delivery: If cancellation is not possible, and you no longer want the items, you can often refuse delivery when the package arrives. Inform the courier you do not wish to accept it. The package will then be returned to Zalando.
• Customer Service: As a last resort, if you absolutely need to cancel and there’s no button, contact customer service immediately via phone or live chat on your regional site. While they might not be able to stop it, they can advise on the next steps.

Returning Items

Zalando generally offers a generous return policy, typically allowing returns within a certain number of days (e.g., 100 days) for most items, provided they are in their original condition.

• Access Return Portal: Go to your Zalando account on the country-specific website. Look for a “Returns” or “My Orders” section.
• Select Items to Return: Choose the specific items from your order that you wish to return. You might be asked to select a reason for the return (e.g., too big, wrong item).
• Generate Return Label: Zalando will provide a prepaid return label (often via email or downloadable from the site) and instructions on how to package the items. In some cases, a physical return label might be included in your original package.
• Package the Items: Pack the items securely, preferably in their original packaging, and attach the provided return label. Ensure all tags are still on the garments.
• Drop-off Point: Take the package to the designated drop-off point, which varies by country (e.g., post office, specific parcel shops). The return instructions will specify this.
• Proof of Postage: Always retain proof of postage (a receipt from the drop-off point) until your refund is processed. This is your evidence in case of a dispute.
• Refund Process: Once Zalando receives and processes your return (which can take several business days after they receive the package), your refund will be issued to the original payment method. You will typically receive an email confirmation.

Important Considerations for Returns

A few nuances can impact the return process.

• Condition of Items: Items must be returned in their original, unworn condition with all tags still attached. Damaged or worn items may not be eligible for a full refund.
• Return Period: Be mindful of the return window (e.g., 100 days). Returns initiated outside this period may not be accepted.
• Specific Item Restrictions: Certain items, like underwear, swimwear (if hygiene seals are broken), or beauty products, may have specific return conditions due to hygiene reasons.
• Partner Items: If you purchased items from a Zalando partner, the return process might slightly differ, sometimes requiring a separate return label or direct return to the partner. This will usually be specified on the product page or in your order details.
• Refund Processing Time: While Zalando aims for quick refunds, the entire process from return shipment to funds appearing in your account can take up to 14 business days, depending on your bank.

Zalando.com Complaint Handling and Customer Support