www.zalando.co.uk Reviews 

I've been as the Zalando customer since 2018 but I'm not sure if the company has been sold or changed hands in the last year as the customer service is now shocking. I had to order the same shoe four times to get the correct size as I sent the wrong size free times for. One pair were stolen when they were returned so I had to chase for a refund. And then chasing the refund on the other pairs of shoes takes weeks. Sadly this company's gone down the pan so I can no longer recommend then I advise buying clothing from other companies whoever runs it is running it into the ground and doing a great job! Sadly no business skills

No problems at all. I ordered a hat and it arrived promptly. The only thing I would say is that the hat was a slightly different shape to usual and that wasn’t made obvious on the photos or description.

Very disappointing customer service and delivery experience.
The parcel was supposed to arrive at a collection point by 16 May, but it never arrived there. There was no delivery attempt, no phone call, and no useful information from the courier.
What made the situation worse was that I had to contact the courier myself because the seller kept telling me to “just wait” through live chat. Only after contacting the courier directly did I find out that the parcel had likely been lost.
Then the courier told me to contact the seller, while the seller continued telling me to wait. It became a complete circle of avoiding responsibility.
The live chat support was also very poor. I felt constantly dismissed, chats were quickly ended, and I had to repeatedly start new conversations and explain the entire situation again to different agents.
After 10 days I finally found out that the parcel had already been returned, yet I was still told to wait another 14 days for a refund because of their “internal process”.
Because of this situation, I had to spend extra money to buy another replacement gift at short notice.
Very stressful and frustrating experience. I would strongly recommend being careful when ordering from this seller, especially if your order is important or time-sensitive.

I was sent the wrong size shoes and then had to navigate an overly complicated system to return them only to have them sent back to me again and so I still haven't been refunded, have a pair of shoes that don't fit me and will have to waste even more of my time returning them again

My order was cancelled after a week of waiting, without any apology or explanation. Now I have a problem because I’m running out of time before my trip. Thanks a lot, Zalando — never again.

Purchased an item in 2025, the courier of choice misplaced the item. Zalando are unwilling to give me a refund due to saying it is a privacy infringement for them to contact the courier. Also, they are asking for me to do that customer service work for them. To find out all the information of my order, which is all on the system they are not willing to help me within the refund process. They’re not interested in helping they are only interested in what they legally obligated to do to this day in 2026. I have not received any money back. I have sent numerous emails to the courier and to zalando and they refused to help

The worst shopping experience and customer service, i've ever encountered

I would urge anybody thinking about purchasing from this company, to seriously rethink.

Contacted customer service as my parcel hadn't been delivered after 8 days, they hung up the phone, i contacted them again, they told me to wait another 5 days, when i phoned again, after the order still hadn't been delivered, they hung up the phone again.

The worst customer service i have ever had the misfortune to encounter, no interest in helping and a disgusting way to treat their customer's.

They also use Evri as their delivery partner's, who told me after a week,the parcel was lost, despite tracking showing they had received it to their depot, despite this, Zalando customer service still didn't want to issue a refund.

They show no way of contacting them on their website, trying to speak to a human, is a very hard task and not something, this company wants you to do.

Seriously avoid this company, or you could easily lose your money, as refunding, is not something they want to do and they make it as difficult as possible, for you to receive refunds.

Disgusting company, disgusting customer service AVOID AT ALL COSTS

Parcel delivered with missing contents.!

Their response: We delivered the goods in question.

NO HELP IF ANYTHING GOES WRONG.

Not authentic items. Bought a Schott jacket. One sleeve was longer than the other. The stitching was all wrong for the cut off the jacket. How are they still operating?

Reading the reviews, I was hesitant about whether to order or not. In the end, I decided to take the risk and ordered something a few days ago, and everything arrived incredibly quickly without any problems.

Bought new shoes, Zalando send dirty used shoes with clear signs of wear and cracks and even the pattern on the sole was worn picture evidence was attached to the complaint, as they don't accept video material. The ordered shoes were intended to be used for a special occasion, but they where not able to send new shoes before the they had received the old once and inspected them, that can take upto 14 days, meaning they will not be in time for when they are needed. Their advice was buy another pair from them (and potentially receive another pair of used shoes?). Already bought new shoes from a serious company. Will newer again buy from Zalando as they don't care about the customer, but simply trying to scam them.

Terrible company I’d returned my order using there prepaid label and showed clear proof of it being sent and keep getting the same generic excuse even though it is there responsibility to open a investigation but they couldn’t be bothered to do this so iv lost £389.99 and there not willing to help atall anyone who’s thinking of using this site please save your money

Very poor experience – faulty used handbag and unacceptable customer service
I am extremely disappointed with my experience. I received a handbag that was faulty and appeared to be used, not new. The packaging was also unacceptable and did not meet expected standards.
Customer service has been very poor throughout. Communication has been difficult due to a lack of clear English, and I was repeatedly given conflicting information about my options for return, refund, or replacement.
I was also disconnected several times during phone calls, and each time I called back I was told something completely different. This has made it impossible to resolve the issue properly.
Overall, the company’s standards have gone down significantly, and this experience has been frustrating and unacceptable.

Should of been a brand new pair of trainers but the box was worn and they had marks on, the company have no way of complaining without returning the item which I dont want to do.

didn't tell me I couldn't use gift cards on discounted things until id already bought it. now I can't use it.

This is a complete fake website, I have placed order for purse in april and it has never come to me, and I am chasing for refund since a month and they keep replying one or another thing, please do not waste your money on this fake website

The wrong product was sent, it was a completely different shoe and colour to what I had paid for. The packaging did not contain the return label. The whole thing seems like a scam to sell your personal data. Wish I had not used them!!

Appalling experience, to say the least. I ordered a pair of Nike shoes for my daughter on April 18th with an estimated delivery of April 21-23. On the 21st, I got a message that there was an attempted delivery - they attached a picture from a random trolley with a package that was obviously not a shoe box. They said it will be delivered the next day.

After 5 days and no shoes, I reached out to Zalando, who, to be fair to them, responded within 24 hours, but with "thank you for patience". No indication of when I will receive the package or any signs that they are doing their best to resolve the situation.

It's April 30th, and still no shoes or any apologies or update as to when the package will be delivered. Yesterday, I asked for a refund and have not yet heard back from them.

Poor delivery, poor management, poor customer service. Needless to say, I will never buy from Zalando again.

Ordered the last item in stock, which was coming from another country and so had an additional delivery charge. They use Evri as a courier. Evri "attempted" to delivery exactly once, which did not include ringing my doorbell. Evri are now returning the item. Zalando use AI assistance on their website, which goes around in circles and gives you dead links. They have a phone number to speak to a human, but the human can only repeat what's on the screen and is unable or unwilling to do anything else. They can't tell you why, they can't send the item back to you, they can't pre-allocate it to you once it's reshelved. So this item is gone forever and the money I paid, which may eventually be refunded, will have been missing from my account for over a month.

AVOID AVOID AVOID! This company is a scam. I bought an expensive pair of shoes only to receive cheap pillowcases. I reported the error immediately and returned and they refusing to refund. Do not trust. This is the worst online shopping experience I have ever had. I have reported this to my bank and opened a case