Logistical requirements for sellers at Zalando

Zalando is gradually raising its customer service standards, which also translates into logistical requirements for retailers. One of the key elements of this approach is the introduction of a list of preferred courier companies that meet certain delivery and returns standards. While not mandatory, adhering to these recommendations has a real impact on the effectiveness of sales on the platform – from the speed of order fulfilment to the positive shopping experience of customers.

For retailers, this means matching the expectations of both Zalando and the end customer. Choosing the right courier affects the synchronisation of order statuses, the timeliness of deliveries, as well as the efficiency of the returns process. Zalando Shipping Solutions (ZSS) and Zalando Fulfillment Solutions (ZFS) are tools that help logistics partners meet these requirements, but still many retailers ask themselves: can I use my existing carrier? What are the consequences of using a service outside of Zalando’s list?

In this article, we explain how Zalando’s preferred courier system works, which companies are recommended in each country, and how to adapt your logistics to meet the platform’s expectations and avoid delivery problems. This is knowledge that can significantly improve your sales performance and optimise your shop’s operational processes.

Modern logistics solutions from Zalando

Zalando’s modern logistics is the result of years of investment in technology and infrastructure. The platform uses advanced inventory management systems (WMS – Warehouse Management System) and automation of warehouse processes. In practice, this means that products stored in warehouses can be completed and dispatched to customers within just a few hours of an order being placed. Robotisation and intelligent algorithms allow dynamic stock allocation, which minimises the risk of stock shortages and optimises shipping costs. This makes Zalando able to provide competitive delivery times, even for international orders.

Retailers who use the Zalando Fulfillment Solutions (ZFS)model can benefit from all of this infrastructure, allowing them to focus on their sales strategy instead of worrying about logistics. However, those who opt for the Own Fulfillment (OF) model have to manage deliveries and returns themselves, which involves meeting certain Zalando conditions.

In particular, it is important to use preferred courier companies that guarantee on-time delivery and allow full tracking of shipments. An inappropriate choice of carrier can lead to delays and dissatisfied customers, which negatively affects sales performance and the seller’s rating on the platform.

1.1 Returns management – a key element of Zalando logistics

Companies that manage returns effectively can get products back on sale faster, minimising losses and improving cash flow. Vendors should therefore ensure thattheir returns processes are up to standard to avoid problems with the visibility of offers on the platform and potential penalties for delays.

This is precisely the strategy pursued by Zalando, which has made changes to its returns policy, reducing the previous 100-day return period to 30 days. This modification is part of the brand’s drive to streamline logistics and thus better manage product availability. Bringing returns back faster allows the platform to manage inventory more efficiently, which benefits both customers and retailers.

Highlights of the returns policy

• Return period: Customers have 30 days to make a return from the date they receive their order.
• Return cost: Returns remain free of charge.
• Return conditions: To be accepted, the product must be unused, in its original packaging and with tags.
• Purchases made before the policy change: Customers who made purchases prior to the introduction of the new returns policy can take advantage of the earlier 100-day return period.

1.2 How can retailers optimise their logistics on Zalando?

In a competitive e-commerce market such as the Zalando platform, logistics efficiency is becoming a decisive factor affecting not only customer satisfaction, but also a retailer’s bottom line. Optimising logistics is no longer just a question of moving goods efficiently, but of strategically managing the entire supply chain – from the receipt of the order, through picking and packing, to the delivery of the product to the customer and the eventual return process. Key performance indicators (KPIs), such as Order Cycle Time, On-Time Delivery Rate, logistics costs to sales value, and returns rate, are becoming a barometer of a retailer’s operational health.

System integration – process automation

Efficient data exchange between the retailer, warehouse and courier company minimises errors and delays. It is worth integrating ERP systems or dedicated Zalando solutions that enable:

• Automatic synchronisation of stock levels and order statuses.
• Immediate data transfer to courier companies.
• Real-time monitoring of deliveries, allowing you to react quickly to problems.

2. Choice of logistics model – ZFS vs. OF

Zalando offers two logistics models:

• Zalando Fulfillment Solutions (ZFS) – Zalando takes over the warehousing and shipping processes, which takes the burden off the seller and ensures high delivery standards.
• Own Fulfillment (OF) – The seller manages the shipping themselves, which gives more control but requires compliance with Zalando’s strict standards.

3. Optimising returns

Returns are an integral part of selling on Zalando – their efficient handling affects a seller’s reputation. To minimise the negative effects, it is worthwhile:

• Automate the returns process to get products back on sale faster.
• Make return procedures easier for customers (e.g. free labels, pick-up points).
• Analyse the reasons for returns and adapt the offer (e.g. by improving product descriptions and photos).

4. Monitor performance indicators

Regular KPI analysis allows you to improve logistics and avoid sanctions from Zalando. Key indicators include:

• Returns rate – high levels can indicate problems with product quality or presentation.
• Timeliness of deliveries – delays can lower the position of offers and negatively affect customer ratings.

5. Choosing the right courier

Delivery is a key element of customer service. When choosing a courier company, it is worth looking at:

• Speed of delivery, which affects customer satisfaction.
• Tracking of shipments and automatic synchronisation of statuses.
• Returns handling – some couriers offer simplified procedures, which increases customer convenience.

Efficient logistics is not just a cost, but a strategic investment that can translate into more sales and better seller performance on Zalando.

Zalando Fulfillment Solutions (ZFS) - comprehensive logistics service by Zalando

How do you optimise logistics in e-commerce to minimise costs while providing the highest quality of service to customers? This is a question that many retailers are asking themselves, especially in the face of increasing competition and increasingly demanding consumers. Building and maintaining a logistics infrastructure yourself is a huge undertaking, and outsourcing to random companies can involve risks. Zalando, with many years of experience in handling millions of orders, offers its retail partners a comprehensive solution: the Zalando Fulfillment Solutions (ZFS).

What does this service consist of and which companies can benefit most from it?

It is designed for companies that want to expand into European markets, but do not have extensive logistics facilities. It is ideal for vendors who:

• Want to focus on sales and marketing and leave logistics issues to an external operator.
• Sell in multiple countries and are looking for an efficient way to optimise shipping costs.
• Do not want to handle returns themselves, which in e-commerce – especially in the fashion industry – are an important part of the entire purchasing process.

2.1 How does ZFS work? The process from warehousing to delivery

1. Storage of goods and stock management

ZFS works with Zalando ‘s network of warehouses and distribution centres , which are strategically located in key European markets. A retailer that opts for this model sends its products to designated logistics centres, where they go through the Warehouse Management System (WMS)registration process.

Each product must comply with Zalando’s packaging and labelling standards, including requirements for EAN codes and SSCC labels, which enable goods to be accurately tracked throughout the supply chain. Products are arranged

in warehouses in a way that is optimised for speed of order fulfilment – algorithms analyse sales data and, based on this, allocate goods to locations that reduce delivery times to end customers.

Retailers have access to a dashboard that allows them to monitor stock levels, real-time sales and forecast demand for specific products. This avoids situations where popular items sell out quickly and take too long to replenish, negatively affecting sales.

2. Order picking and packing

When a customer places an order, Zalando automatically selects the warehouse where the product is available and then initiates the picking process. Orders are processed in an automated model – modern transport systems optimise shipping times and eliminate human error.

Packaging is carried out according to Zalando standards. Ecological materials are used, andthe platform has implemented a ‘one-box’strategy , which allows multiple products to be shipped in a single package. Such a system reduces shipping costs by up to 25% and has a positive impact on the environment.

3. Shipping to customers and delivery service

Zalando works with a network of preferred carriers; depending on the country ,deliveries are made by DHL, Colissimo, Chronopost, PostNL, DHL Austria, Swiss Post, PostNord, Bring, PostNord Denmark, Posti, GLS, BRT Bartolini, Correos, CTT Expresso, InPost, DPD, PPL, Zásilkovna, Zásilkovna, Fan Courier, GLS. With Global24 you will benefit from such a courier in the Italian, French, German, Austrian, Dutch, Spanish and Belgianmarkets.

Apply to Global24 for a quote for returns and shipping services when selling on Zalando:

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The ZFS system allows for dynamic customisation of shipping methods – ifa customer chooses delivery to a pick-up point, the system automatically redirects the parcel to the appropriate carrier that supports this option.

Shipments are fully monitored and customers are given real-time order tracking, minimising queries to retailers.

2.2 Handling returns – a key element of ZFS

Returns are an integral part of e-commerce, especially in the fashion industry, where customers often order several sizes and return those that do not fit. In the ZFS model, the entire returns process is handled by Zalando, eliminating the need for the retailer to manage returns themselves.

Once the customer has registered the return, the package goes to Zalando’s warehouse, where it undergoes verification. If the product is suitable for re-sale, it is put back on offer, thus reducing waste.

The retailer does not have to organise the logistics of returns or customer service for this – it is all done within the Zalando ecosystem. This is a huge convenience, especially for companies that sell in multiple countries and would have to manage returns in different markets themselves.

2.3 Benefits and challenges of ZFS

Benefits of the ZFS model:

• Elimination of costs associated with in-house logistics and returns handling.
• Access to a developed warehouse network and optimisation of shipping costs.
• Increased product visibility on Zalando – the system favours listings that use ZFS.
• Faster order processing and higher standard of customer service.
• Ability to expand into multiple markets without the need to organise your own courier contracts.

Challenges and costs of ZFS:

• Need to adapt products to Zalando’s requirements (packaging, labelling, EAN codes).
• Charges for storage and handling of returns – the retailer does not pay for the service itself, but bears the costs of storing and processing returned products.
• Lack of control over the packaging process – retailers cannot add their own marketing materials to packages.

Is it worth using ZFS?

ZFS is a solution that makes selling on Zalando significantly easier, but requires careful cost analysis and adaptation of the logistics strategy. It is ideal for companies that want to expand in Europe but do not want to invest in their own infrastructure. Choosing this model allows full automation of processes, but at the same time requires acceptance of certain standards and adaptation to their logistics policy.

Own Fulfillment (OF) - full control over logistics for retailers

Not every company is ready to put key logistics processes in the hands of an external operator, even one as reputable as Zalando. For retailers who value autonomy, direct influence over customer service quality and full control over costs, Zalando has developed the Own Fulfillment (OF)model. By opting for OF, the company decides to manage the warehouse, the order picking and packing process, shipping, and the handling of returns itself. This approach offers a lot of freedom, but at the same time requires the retailer to have the right background and experience. So who should consider the OF model and what are its key considerations?

• For companies that have their own warehouses or work with third-party logistics operators.
• For brands that want to control how they package and communicate with their customers.
• For retailers who want to optimise costs by eliminating warehousing fees at Zalando centres.
• For companies that have efficient logistics and returns management systems in place.

Choosing OF means more responsibilities, but also more flexibility, the opportunity to build your own brand and potentially lower operating costs.

3.1 How does Own Fulfillment work? Process from warehouse to delivery

1. Warehousing and stock management

In the OF model, the vendor itself is responsible for stocking its products. It can do this in several ways:

• In-house warehouse – a solution ideal for companies with the infrastructure to store and handle orders.
• External fulfilment centres – sellers can use logistics companies (e.g. Amazon FBA, InPost Fulfillment) to store products and fulfil shipments.

Regardless of the option chosen, sellers must ensure that their warehouse systems are properly integrated with Zalando so that stock data is updated in real time. The platform requires that product availability is accurately synchronised – delays in updates can lead to order cancellations or poor seller ratings.

2. Order fulfilment – speed and compliance with Zalando standards

Once an order has been received, the seller takes care of picking and packing the products themselves. However, the platform imposes specific shipping standards that each seller must comply with:

• Lead time – requires orders to be ready for dispatch within a certain timeframe (usually 1-2 working days). Failure to meet this standard may result in lowered listing positions in search results or even reduced sales.
• Packaging quality – products must be packaged according to guidelines, which includes the strength of the packaging, the security of the products and the aesthetics of the packages. Failure to provide adequate security can result in negative customer reviews and complaints.
• Order tracking – each shipment must be able to be fully monitored for delivery status.

Companies that want to provide the highest standard of service often invest in order management systems (OMS – Order Management System), which automate the picking process or streamline the flow of order status information.

3. Shipping to the customer – cooperation with Zalando’s preferred couriers

Vendors using OF cannot freely choose their courier companies – the brand requires that shipments are carried out by approved carriers that meet certain standards regarding:

• Delivery times – 24-72 hour delivery is standard in most European countries.

• Parcel traceability – each parcel must be assigned a tracking number.
• Returns handling – couriers working with Zalando must offer the option for customers to easily return goods.

The most commonly used courier companies are DHL, Colissimo, Chronopost, PostNL, DHL Austria, Swiss Post, PostNord, Bring, PostNord Denmark, Posti, GLS, BRT Bartolini, Correos, CTT Expresso,InPost, DPD, PPL, Zásilkovna, Fan Courier, GLS. Thanks to Global24 ,you can use such a courier on the Italian, French, German, Austrian, Dutch, Spanish and Belgianmarkets.

4. Returns handling – full responsibility of the seller

One of the biggest challenges in the OF model is the independent handling of returns. Vendors need to ensure that customers can easily return products, as well as meeting requirements for:

• Processing time for returns – returns must be recorded and processed within a certain timeframe.
• Quality of handling of returned products – the retailer must assess the condition of the returned product and decide whether it can be returned for sale.
• Refund policy – the policy states that customers must receive a refund within a certain timeframe after the return has been processed.

Companies that do not want to handle returns themselves often use third-party fulfilment operators to handle the returns process on their behalf.

3.2 Benefits and challenges of OF

Benefits of the OF model

One of the greatest benefits of OF is full control over the order fulfilment process. The retailer can manage the warehouse according to its own needs, optimise order picking processes and adapt packaging to its standards.

An additional advantage is the ability to personalise shipments – retailers can add advertising material, flyers, discount vouchers and other items that enhance brand recognition.

Operating costs can be lower, especially for companies that already have their own warehouses and logistics infrastructure. The lack of charges for storing products in Zalando centres can generate significant savings.

Challenges and risks OF

However, the OF model requires a high degree of operational discipline. Retailers must ensure a high quality of order processing and, most importantly, adapt to Zalando’s standards. Any delay in shipping, a problem with the quality of packaging or poor on-time delivery can lead to penalties and sales restrictions. Handling returns can be a major challenge, especially if a seller operates in several European markets.

Is OF a good solution?

OF is a great solution for retailers who want to have full control over logistics, but it requires a well-organised infrastructure. It’s an option for those who are willing to take responsibility for deliveries, returns and warehousing, but in return can tailor logistics to their needs and avoid additional Zalando service charges.

Choice of logistics model as a strategic decision

The retailer has to make a decision that not only affects logistics operations, but also defines how the company is managed, its future growth and competitiveness. It is not simply a choice between two options – it is defining what role you want to play in the e-commerce market and what risks you are willing to take.

1. Logistics as a cost or as an investment?

If you see logistics as an essential part of the business that is worth outsourcing in order to focus on sales and marketing, ZFS would be a natural choice for you. This solution works well for companies that see value in automation and international expansion without having to set up their own infrastructure.

On the other hand, if logistics is a competitive advantage for you that you want to optimise according to your own rules instead of paying for off-the-shelf solutions, OF will be a better choice. It gives you the ability to control the entire process, but also requires the ability to manage warehouse operations, carrier relationships and returns handling.

Bottom line:

• ZFS is an operational cost that buys you convenience and scalability.
• OF is an investment in independence and long-term savings.

2. Sales dynamics and seasonality – who’s better off?

Companies operating in an industry where demand fluctuates strongly from season to season should consider how they want to deal with sudden spikes in sales. In the ZFSmodel, it is Zalando that manages the stock and allocation of products in the warehouses, which means that the retailer does not have to worry about additional warehouse space or employing more staff for times of increased orders. But it pays for each unit stored in Zalando’s warehouses, which can increase costs in the event of a weaker season.

OF allows storage to be better tailored to real needs – the retailer can rent space in a flexible model or use its own space. If they need twice as much space in one month as in another, they have the opportunity to optimise costs. However, any increase in sales requires an increase in logistics, which can cause problems with order fulfilment if operations are not well organised.

3. Delivery time – when is it crucial?

At Zalando, customers expect fast delivery, which means that the choice of logistics model affects conversion and shopper satisfaction.

ZFS has an advantage because the products are already in Zalando’s warehouses, from where they can be dispatched almost immediately after ordering. In many cases, this means delivery in 24-48 hours, which can increase the chances of a customer making a purchase.

In OF, delivery times depend on how efficiently the retailer processes orders and what agreements it has with carriers. If the logistics work perfectly, OF can match ZFS , but any mistake or delay takes its toll on the seller’s reputation. Additionally, if the vendor’s warehouse is located in one country, overseas shipping can be slower than with ZFS, where goods are spread across multiple European distribution centres.

4. Branding and personalisation – do you have a say in how a package looks?

For many companies, building customer relationships and brand recognition is of paramount importance. If you sell premium products and want your parcels to look different from standard Zalando parcels, OF will be the only option.

ZFS does not allow you to add your own marketing material to your parcels – all orders are packaged according to Zalando’s standards, leaving the retailer in the shadow of the platform. From the customer’s point of view, it does not matter who delivered the product – they only see Zalando.

For companies that want to build their own brand and customer relationship, the lack of personalisation options in ZFS can be a big disadvantage.

5. Scalability – which is more conducive to growth?

If you are planning to expand internationally quickly, ZFS will be a better choice becauseZalando automatically takes care of the logistics in different markets. The retailer does not have to worry about overseas shipping, local carriers or country-specific logistics adjustments.

OF, on the other hand, requires the organisation of international deliveries itself, which means greater challenges in terms of costs, lead times and different regulations in the different markets. If a retailer is not yet experienced in handling overseas orders, expansion under the OF model can be complicated.

Final choice – dependent on business priorities

In summary, ZFS is an option for companies that want to scale sales quickly without dealing with logistics, while OF will work well where logistics is part of the brand strategy.

If what matters to you is:

• Fast shipping and not having to deal with logistics → ZFS
• Lower operating costs in the long term and control over the process → OF
• Easier expansion into new markets → ZFS
• Building brand awareness and personalising orders → OF
• Optimisation of warehousing costs according to own rules → OF
• Security and elimination of risk of errors in order fulfilment → ZFS

List of preferred international couriers at Zalando

The platform cannot afford a haphazard logistics service. Deliveries must be fast, predictable and convenient for customers, and returns must be carried out efficiently and without complications. To meet these requirements, the platform only works with selected courier companies that guarantee the highest level of service.

The list of preferred couriers varies from country to country. This is due to differences in logistics infrastructure, regulations and consumer expectations. Choosing the right courier is not just a technical issue – it has a real impact on customer satisfaction, on-time delivery and the efficiency of the returns service. You can find a detailed list of preferred couriers HERE. Below is a list of foreign couriers in countries where we provide our warehouses for shipments and returns:

Germany – Preferred courier: DHL

France – Preferred courier: Colissimo, Chronopost

Netherlands – Preferred courier: PostNL

Belgium – Preferred courier: BPost

Austria – Preferred courier: Post AT

United Kingdom – Preferred couriers: Evri (Hemres), Royal Mail

Italy – Preferred courier: Poste Italiane

Spain – Preferred courier: Correos

Poland – Preferred courier: DHL, InPost, DPD

You can find Zalando’s entire list of preferred international couriers in Europe HERE.

5.1 What distinguishes Zalando’s preferred couriers?

• Short delivery times – in most cases parcels must reach customers within 24-72 hours.
• Full tracking of shipments – Zalando customers expect precise information about the status of their order.
• Easy handling of returns – carriers need to provide return shipping points or the option to collect parcels from customers.

5.2 Why did Zalando choose these couriers?

While the key criteria for Zalando’s choice of courier companies are clear – speed, tracking, returns, pick-up points and cost – there are additional factors that have not been widely discussed before, which also influence the platform’s decisions.

One is the operational flexibility of the carriers, i.e. their ability to adapt to seasonal spikes in sales and sudden spikes in orders. Periods such as Black Friday, Christmas or summer sales require courier companies not only to increase their operations, but also to maintain service standards even when the number of orders is many times higher. The brand avoids working with carriers that have performance issues during busy periods, as even single delays can negatively affect the platform’s reputation.

Sustainability is also an important, and often overlooked, aspect. The platform consistently aims to reduce CO₂ emissions and therefore favours carriers that implement green solutions. Courier companies that invest in an electric fleet, delivery route optimisation or carbon neutrality gain an advantage in the selection process. In countries such as Germany and the Netherlands, where ecology is crucial for consumers, Zalando is strongly promoting low-carbon deliveries. It is not without reason, for example, that DHL in Germany has implemented the GoGreen system, which allows for carbon-neutral deliveries.

Another element that influences the choice of couriers is the ability to integrate technology. Zalando requires carriers to be fully synchronised with its systems in real time. This is not only a matter of tracking shipments, but also of sending instant information about order status, delivery times or logistical problems

The importance of local regulations or legal requirements, which vary from country to country, cannot be overlooked either. In some countries, there are strict regulations regarding the protection of customer data, the way parcels are transported or the handling of returns, and Zalando needs to be sure that the carriers are able to meet these standards. In countries such as Switzerland, where there is a more complex customs system, working with companies such as Swiss Post, which have experience in handling international shipments, is key.

It is also worth mentioning special handling requirements for certain product categories. Some goods – such as expensive accessories, electronics or cosmetics – require extra security and special care during transport. Zalando selectively chooses couriers who can offer premium services such as parcel insurance, special packaging systems or priority handling.

What if you do not use Zalando's preferred courier?

Retailers operating on Zalando, regardless of the country in which they sell, have to adapt to the platform’s logistics requirements. If the current carrier is not on the list of approved operators, this means that the approach to deliveries and returns needs to change. However, it is worth remembering that adapting to the guidelines does not always require a complete reorganisation of the supply chain – the key is to find the most optimal solution to meet the platform’s conditions without an excessive increase in operational costs.

Hybrid model

One way to do this is to use a hybrid model, where some shipments are handled by the existing courier and the rest by an approved carrier. Such a strategy allows for a gradual implementation of the new logistics system, as well as testing new solutions without a sudden change of supplier. This is particularly important for retailers who process orders in multiple markets at the same time and cannot afford to reduce their offering due to logistics issues.

Adaptation of logistics systems

It is also worth examining the possibility of adaptinginternal logistics processes to the standards required by Zalando. In some cases, small changes in procedures can make the current carrier meet the platform’s requirements, eliminating the need to change operator. Key here is, for example, the introduction of automation in the transmission of shipment statuses, the improvement of returns handling or the reduction of delivery times.

Costs and benefits

It is also important to analyse the costs and benefits of different logistics models. Depending on the scale of the business, retailers may choose to fully hand over logistics to a fulfilment operator or gradually adapt to Zalando’s requirements by choosing intermediaries that ensure compliance with the platform’s guidelines. Regardless of the chosen strategy, the key is to act thoughtfully and adapt logistics to the dynamic requirements of the e-commerce market.

Global24

Our company, understands these challenges perfectly. We work with a wide range of couriers accepted by Zalando, which allows us to offer flexible and comprehensive logistics solutions for our customers. This enables you to integrate seamlessly into the Zalando platform.

Summary - how do you choose the best courier for Zalando?

Choosing the right courier on Zalando is one of the most important elements of a successful sale. Although the platform does not impose an obligation on sellers to use their preferred carriers, their recommendation is not accidental. Zalando relies on logistics companies that provide fast deliveries, full tracking of shipments and efficient handling of returns – and these are key factors for customer satisfaction and ultimately sales results.

Retailers who choose to work with approved couriers can count on better order synchronisation and minimise the risk of delays. Faster deliveries mean greater customer trust in the retailer, fewer abandoned baskets and better rating of offers on the platform. What’s more, efficient handling of returns – crucial in the fashion industry – allows goods to be put back on sale more quickly and reduces wastage.

Zalando has adapted its list of preferred couriers to the specifics of the individual markets. In Germany, DHL dominates, in France Colissimo and Chronopost, in Poland retailers can use DPD or InPost, among others. The choice is not accidental – the local leaders guarantee the high quality of service and flexibility that customers expect. Knowing which carrier works best in a given market allows retailers to better adapt their logistics strategy and avoid operational problems.

But what about when the current courier is not on Zalando’s list? There are several solutions. You could consider switching to an approved carrier, use a logistics intermediary or negotiate an adjustment of standards with your existing courier. Adapting to the platform’s requirements is an investment that can bring long-term benefits – better listing positioning, more predictable deliveries and greater customer trust.

Efficient logistics is the foundation for success at Zalando. In the world of e-commerce, it is not only the price of the product that matters, but also the speed and reliability of delivery. Working with Zalando’s preferred couriers is not only a way to optimise operational processes, but also the key to building a strong position in one of Europe’s largest online sales markets.