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How to complain to Zalando

Problems with Zalando, such as missing refunds, faulty products and orders that never arrived, are easier to resolve with a short written complaint that names your rights and sets a deadline. Here's how to do it, with a free letter you can send today.

Start your letter to Zalando

Your rights

  • For most online purchases in the EU you can cancel within 14 days of delivery without giving a reason, and must be refunded within 14 days.
  • Goods must work as described. The seller is responsible for faults that appear within two years of delivery under the legal guarantee.
  • If you bought from a third-party seller on Zalando, complain to that seller first and copy in Zalando's own customer service.

Step by step

  1. Collect your evidence

    Gather your booking or order confirmation, reference numbers, screenshots, photos and receipts. Write down dates and the names of anyone you spoke to.

  2. Use Zalando's official complaint channel

    Look for the complaints or contact form on Zalando's official website or app. Using the official channel creates a record and stops the company saying it never received your complaint.

  3. Send a written letter with a deadline

    Paste your plaint letter into the form or email, or send it by registered post. A clear deadline, usually 14 days, shows you're serious.

  4. Escalate if there's no answer

    If you get no answer, ask your card provider for a chargeback, contact your national consumer organisation, or use the European Consumer Centre if the company is based in another EU country.

Questions people ask

How do I make a complaint to Zalando?

Use the complaint or contact form on Zalando's official website, and paste in a written letter that sets out what happened, what you want and a deadline for a reply. Keep a copy of everything you send.

How long does Zalando take to reply to a complaint?

Response times vary. Give the company a fixed deadline in your letter, usually 14 days, and escalate if it passes without a proper answer.

Zalando hasn't refunded my return. What can I do?

Send a written refund request with your order number, the date you returned the item and the return tracking number. If the deadline passes, ask your card provider for a chargeback.

plaint is an independent site and is not affiliated with, endorsed by or connected to Zalando. The name is used only to identify the company. This guide is general information, not legal advice.