www.zalando.co.uk Reviews 

Purchased a pair of converse boots, they came with a faulty zip so cannot be worn. Filled in the form and recieved a partial refund of £11.

As the boots cannot be worn this is unacceptable. There is no way to contact them and their chat bot is useless.

Avoid...

I wanted to post as I saw so many negative reviews after placing an order and it worried me but I had zero issues. Order arrived quickly and was exactly as described. Really pleased with my purchase!

Was really worried about ordering when I saw all the negative reviews however it was the only seller I could find with the bag my daughter wanted in stock, thankfully my experience was really positive and the bag arrived on time and well packaged. Would certainty consider ordering again from them in the future.

There’s some really bad reviews on here but il be fair and give my honest review which is 5*

Ordered on the Sunday, delivered by Tuesday with EVRI. No issues at all, and very good prices for designer menswear.

A lot of negative comments so maybe I got lucky but I’d use them again for sure in future.

If you ask AI chat services about this company they are 100% legit and one of the biggest if not the biggest E-commerce company in Europe, they send that many items I suppose sometimes things go wrong with deliveries. Not many people leave good reviews they will only look a review when things go wrong (which I understand) but leaving mine as it’s important to also big a company up when things go right to 👌🏻

Ordered 8 items totalling £450, received just one item. Zalando tell me that the full order was shipped and will not refund me and close live chats and end phone calls. I have photo evidence of the package delivered and the weight on the label is 4.445kg but package only weighs 800g. The size of the package is impossible to fit 8 items of clothing in. Had to open a dispute with PayPal to get a refund. Awful company.

Zalando are sitting with £170 worth of vouchers ie my money. I have placed a couple of ordered from Zalando. One was a bag advertised much smaller than it was, so I returned it. I have twice ordered Birkenstock sandals that Evri the delivery company have lost, apparently , so I’ll be refunded again. I can’t seem to spend these vouchers. I have asked for them to be converted to cash.
Avoid this company!! There’s something dodgy going on

As a leading e-commerce company and a pioneer in its sector, Zalando should not be partnering with a courier like Evri, whose service has proven to be unreliable.

On multiple occasions, parcels were marked as “delivery attempted” even when they were destined for a collection point. No genuine delivery attempt appeared to be made, and instead of retrying, the parcel was simply returned to the sender. This is extremely frustrating and unacceptable for customers.

Choosing a courier purely to reduce costs may seem efficient in the short term, but in the long run it risks damaging customer trust and loyalty. Investing in a more reliable delivery partner would demonstrate a genuine commitment to customer experience.

Short-term savings should never come at the expense of long-term relationships.

Good products and prices! Kept well informed of deliveries and my returns were seamless.
They give discount codes that you can actually use on sales items as well, so I would definitely recommend! Ive been a customer for years and never had any problems, thank you 😊
Update: I am taking back 2 stars as they are giving me a code then saying its not valid for my order.. poor show, now feel really let down 😞

Avoid Avoid Avoid -Awful customer service, rude and unreasonable. Calls go unanswered, a silent tone plays until you hang up, and redialing is frustrating.

Zalando use Evri so clearly parcel didn't arrive. Evri did try and deliver but next delivery they said they couldn't access the address which has never been the case and a common issue with EVRi and only EVRi. When enquiring about where the parcel is, I was asked to fill out a form, an un editable PDF, so the expectation is to print it out, and scan back in after completing. This is an archaic wasteful process. This is not a company I would go near again. If I am being honest I will actively seek out companies who don't use EVRi, this in itself is a red flag of how they think of brand quality and customer service.

This has been awful!! I ordered two pairs of nike trainers in two different sizes. When they arrived I didn't like the fit or style so followed all correct procedures and sent both pairs back. I have a post office receipt, QR code for returns label and also a tracking number. Zalando are telling me that they only received one box back and even that box was apparently empty! I sent both together in the original packaging using their returns QR code so i suggested they talk to their courier as clearly these items have been stolen. Apparently i don't get any refund at all and they take no responsibility for the loss of them!! Never will I buy from them again and I'm now nearly £300 down! Disgusting!!

I ordered a coach tail bag and after ordering it I looked and reviews and was very worried that I was scammed. I ordered the bag on Monday and it was estimated to arrive on Friday (which it did ). At first communication was a little off where the evri tracking did not work but I am so glad that I did not listen to the bad reviews as I have how gotten my limited edition coach bag in perfect condition .

⭐ 1-Star Review for Zalando – Order 10511023561197
This has been, without question, one of the most frustrating customer service experiences I’ve ever dealt with.
My parcel was dumped outside my property by Evri without permission, without a safe-place request, and without any attempt to deliver it correctly. Naturally, it was taken.
I escalated this to Evri, who carried out an investigation and confirmed in writing that the delivery was non‑compliant and should never have been left outside. They have admitted fault clearly and directly.
And yet, Zalando continue to hide behind the same script:
“Your parcel was delivered.”
They are completely ignoring:

Evri’s written admission of a failed, non‑compliant delivery
The fact I never authorised a safe place
The fact the parcel was never in my possession
Their own responsibility to replace or refund items not properly delivered

Instead, Zalando are refusing to refund me for an item I never received due to their courier’s negligence — negligence that has been formally acknowledged by the courier themselves.
Zalando’s refusal to act is unacceptable, dismissive, and shows a shocking lack of accountability. After years as a customer, I’m genuinely stunned at how little they care when something goes wrong.
I am demanding a full refund immediately.
This is entirely on Zalando, and their refusal to resolve it speaks volumes.

Customer has been terrible not helping me what so ever I have not received my refund when the return tracking number clearly states that it has been returned

Never received my shoes. They used Evri as a courrier and Evri did acknowledge receipt of the parcel 4 days after order, however it never left Evri's distribution centre.

I emailed Zalando 13 days after order asking them to chase Evri as it was clearly lost / stolen. No response 3 weeks after order.

When I then contacted them again they just fobbed me off and closed the chat, after refusing to cancel the order.

Still not received either my goods or a refund.

This company are an absolute nightmare to deal with. They ship with Evri and take no responsibility, Zalando and Evri are a match made in hell.

Bought shoes that were expected between 30th December - 2nd January, didnt arrive and Evri tracking said "we'll ship the next working day", contacted Zalando on the 5th to be told "be patient, it will arrive" and if I didn't receive it by the 7th to get back in touch.

No parcel arrived on the 7th so raised this again, then they send two conflicting emails, one saying wait AGAIN until the 9th and another which says they had confirmation it had been delivered, despite the Evri link showing no update, I asked for proof of delivery and was ignored.

On the 9th I chased this AGAIN and was asked to wait until 12th to "investigate", this should've been investigated 7 days after that original delivery date. Their website says delivery investigation complete and that email update was sent - I've not received any update or email.

I'm still no further forward and seems to be actually impossible to deal with this company.

My order was never sent. They had to cancel the order blaming the third party. But after more than two weeks after they said they'd refund to my account I still haven't received anything.

This company is absolutely amazing fair prices and fast postage with tracking from start to finish this company is so trustworthy I’ve had really good experience can’t believe all the negativity will definitely buy from this company again I’ve downloaded the app

The customer support is appalling ,and basically the staff are robots .No complaints addressed.I was fobbed off with a lost parcel until Evri admitted my christmas present was lost/stolen by staff.I finally got a refund ,but utterly awful experience and won’t buy from them again .They say they can”t send new boots so my Christmas present was wasted time on my behalf.

Didn't have any problems with deliveries.
I had an issue with the product (bad stitching in one slipper)that wasn't directly Zalandos fault. One slipper stitching fell apart 2 days after Xmas which was a shock as Shepherds are expensive and last pair lasted years.
I was given a partial refund a few hours after sending photos of the fault.
I'm happy with the quick response and I can now use the partial refund to pay for a repair.