Zalando Return Policy: 30-Day Free Returns Explained

Zalando has built its name on easy fashion shopping and simple returns. If something turns up and the size, fit or style isn’t quite what you expected, you usually can send it back for free within a clear time limit. The details changed recently, so it’s worth understanding exactly how the current return rules work.

Key Points at a Glance

• Return window: You can return most items within 30 days of receiving them.
• Free returns: Zalando pays the return costs when you use its QR code or prepaid label.
• Statutory rights: You still have a separate 14-day legal cancellation right for online orders.
• Condition: Items must be unworn, in original condition, with tags and packaging.
• Exclusions: The voluntary 30-day return does not apply to certain sealed hygiene items once opened.
• Zalando vs partner items: Both can usually be returned using the same returns label or QR code.
• No exchanges: Zalando refunds returned items; if you want another size or colour, you place a new order.

How Long You Have to Return Items

1) Statutory 14-Day Cancellation Right

As an online shopper in the UK, you have a legal right to cancel most online purchases:

• You have 14 days from the day you receive your order to tell Zalando you want to cancel.
• From the day you cancel, you then have another 14 days to send the items back.
• When you use this right:
  • Zalando refunds the item price, and
  • The standard delivery cost you originally paid (not any extra for faster delivery).

This 14-day cancellation is your baseline legal protection and applies whether the items are sold by Zalando itself or by a Zalando Partner on the UK site.

2) Voluntary 30-Day Free Return Policy

On top of the legal 14-day right, Zalando offers a voluntary 30-day return option:

• You can return most items up to 30 days after receiving your order.
• This applies even after the 14-day cancellation period has passed.
• Returns are free if you use the QR code or prepaid label provided.
• Items must be unworn and only tried on as you would in a shop.
• Everything must be in original condition, intact, undamaged and in the original packaging.

For orders placed before Zalando shortened its return window in 2025, your order confirmation may still refer to a 100-day return period. In that case, the longer period printed on your order documents applies to that particular purchase.

Conditions for a Valid Return

Whether you’re using the 14-day legal cancellation or the 30-day voluntary policy, Zalando expects returns to meet some basic conditions.

• Unworn and undamaged: Clothes and shoes should only show the kind of trying-on you’d do in a fitting room.
• All tags attached: Brand and care labels should still be fixed to the item.
• Original packaging: Shoe boxes, branded bags and inner packaging should be included and in good shape.
• Clean and odour-free: No make-up marks, pet hair, smoke or heavy perfume.
• Proof of purchase: The order appears in your account, or you have the order confirmation / invoice email.

If an item is clearly used, damaged, or missing key parts, Zalando can reduce your refund or refuse the return under the voluntary 30-day option. For serious faults that were not caused by you, the faulty-goods rules apply instead (see further down).

Items Excluded from the Voluntary 30-Day Return

Zalando’s terms state that the voluntary 30-day return right does not apply to certain goods:

• Sealed items that are not suitable for return for hygiene reasons once the seal has been broken.

In practice, this usually includes things like:

• Some underwear and lingerie
• Certain swimwear (especially if hygiene stickers are removed)
• Pierced jewellery such as earrings
• Some beauty and cosmetic products once unsealed

The safest approach is to check the product page and your order confirmation. If an item is hygiene-sensitive or sealed, you’ll usually be told that once opened it can only be returned if it is faulty or not as described.

How to Return a Zalando Order (UK)

Step 1: Register Your Return Online

• Sign in to your Zalando account and go to “My Orders”.
• Select the order and tick the items you want to send back.
• Choose a return reason from the list (wrong size, doesn’t suit, etc.).
• Confirm – this activates your QR code or printable label.

If you checked out as a guest, you can normally use the link in your order email or create a basic account using the same email address to access your order and returns.

Step 2: Pack the Items Securely

• Place the items back in their original packaging (shoe boxes, plastic wraps, etc.).
• Put everything into the original delivery box or a sturdy replacement box/bag.
• Remove or cover any old delivery labels to avoid confusion during transit.

Step 3: Attach the Label or Use the QR Code

• If you have a paper label:
  • Print it and stick it securely to the outside of the parcel.
• If you are using a QR code:
  • Take your parcel and QR code to a participating drop-off point.
  • The shop scans the code and prints the label for you.

The precise return options (which carrier, which drop-off points) can vary by postcode and are shown in your online returns flow. You don’t pay at the counter – the cost is covered by Zalando when you use the official label or code.

Step 4: Keep Proof of Return

• Always ask for a receipt or tracking number when you hand over the parcel.
• Keep this until your refund appears, in case you need to show that the parcel was sent.

Returns of Zalando vs Partner Items

On Zalando.co.uk you’ll see items either sold directly by Zalando or by a Zalando Partner (a brand or retailer using the Zalando platform).

• Zalando items: Returned using the same Zalando label/QR code system; they go back to a Zalando warehouse.
• Partner items:
  • In most cases you still use the same returns process in your account.
  • The parcel goes to a Zalando return centre or directly to the partner, depending on how your order was shipped.
  • The same 30-day voluntary return option and 14-day statutory cancellation rules apply.

If any partner item has different instructions, you’ll find them in:

• The product page (under the partner’s name), and
• The PDF titled “Information regarding the right of revocation” attached to your order confirmation email.

Faulty, Damaged or Wrong Items

Faulty or incorrect items are handled under your consumer rights, which are stronger than the standard change-of-mind policy.

• If an item arrives damaged, faulty or not as described:
  • Report the problem via the help pages or customer service as soon as you notice it.
  • Use the free returns label / QR code to send it back, or follow any specific instructions you’re given.
• You can normally choose between:
  • A refund, or
  • Ordering a replacement (by placing a fresh order once the refund is processed).
• You are not asked to pay return postage for correctly reported faulty items when you use Zalando’s label or code.

If a fault shows up later, your usual UK consumer rights still apply – Zalando’s terms confirm that nothing in their policy takes those rights away.

Refunds: How and When You Get Your Money Back

Once Zalando (or a partner) has your returned parcel and has checked it, your refund is processed using the same method you used to pay.

• Refund method:
  • Card or PayPal payments – refunded to the same card/account.
  • Orders paid with a Zalando gift card – refunded back to your gift card balance.
• Timing under statutory cancellation:
  • Zalando aims to refund within 14 days of being told you’re cancelling, but
  • They can wait until they receive the goods or proof of posting, whichever is earlier.
• Practical timing:
  • Allow a few days for the parcel to travel back.
  • Allow several working days after Zalando processes the refund for your bank or PayPal to show it.

You’ll normally receive an email confirmation once your return has been processed and the refund has been triggered.

Lounge by Zalando – Different Rules

Lounge by Zalando (the separate “Lounge” outlet site) has its own returns policy:

• Items can usually be returned in original condition within 31 days of delivery.
• Return labels are made available in your Lounge account during that time.
• Returns are handled through Lounge’s own portal and labels, not the main Zalando site.

If you ordered from Lounge rather than the regular Zalando shop, always check the Lounge help pages, as the time limits and processes are slightly different.

Quick FAQ: Zalando Returns (UK)

• How long do I have to return items?
  For most orders on Zalando.co.uk you have a 30-day free return window, plus a 14-day legal cancellation right for online purchases.
• Do I have to pay for returns?
  Not if you use Zalando’s QR code or prepaid label from the country of delivery. If you choose your own shipping method instead, you’ll usually have to pay those costs yourself.
• Can I exchange an item?
  Zalando doesn’t process direct exchanges. You return the item for a refund and place a new order for the size or style you want.
• Can I return underwear, swimwear or jewellery?
  Many hygiene-sensitive items are only returnable if the seal is unbroken. Once opened, they are only taken back if faulty. Always check the product page before ordering.
• What if my order includes partner items?
  In most cases you still use the same online returns process and label. Your items may go back to Zalando or directly to the partner, but the same 30-day policy and free-return rules apply.
• Are my legal rights affected by Zalando’s policy?
  No. The 30-day return option is in addition to your statutory rights, including the 14-day online cancellation right and protection for faulty goods.

Summary

Zalando’s UK return policy is fairly straightforward: you get free, tracked returns within 30 days, as long as items are unworn and in original condition, plus a 14-day legal cancellation window for online orders. Use the official QR code or label, keep your parcel tracking, and check the product page if you’re buying sealed or hygiene-sensitive items. Follow those steps and sending something back to Zalando is usually smooth and hassle-free.