www.zalando.co.uk Reviews 

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.

DO NOT USE , ordered 2 weeks ago and they still didn’t dispatched the product ordered , liars they take your money and then just apologises that all ! I don’t know how such firm still exists !shame services

Absolutely disgusting do not order from this company ordered some shoes as a gift for Xmas they are too big so asked fo an exchange these shoes cost me over £100 and to be told no it’s over 30 days what stupid company doesn’t offer extension for Xmas time.do not order!!!!!
There customer service chat is shocking also and rude

Amazing Xmas Delivery! Next Day Delivery
Well Chuffed! Thanks Again Zalando 10/10

Ordered a jacket, the courier EVRI ‘apparently’ left it at the foot of my front door, where it was subsequently stolen. I’ve spoken to various representatives from the Zalando Team (Radosław Skoczek, Kacper Kossakowsk and Richard Nsanabandi) who will not give me a refund.

Ordered christmas presents about 10 days ago,gone way past delivery date,had email christmas eve,wont be here for christmas if its a present,just refuse deluvery and they will take it back,dissapointed grandchildren christmas day thanks Zalando!

Awful company, ordered 6 days ago and promised delivery by today. Its not even been shipped and they have no idea why or when it will be. No one wants to help on the phone or the live chat. And they can't refund as its in the system somewhere, so im £80 out of pocket and my sons hasnt got his Christmas present. Absolutely disgraceful