What return times does Zalando require? Key SLAs for retailers

From the perspective of a logistics company that processes thousands of returns from European markets every day, we can see very clearly: it’s not just how many returns you have, but how quickly and in which country you handle them that determines whether returns are a controlled cost or a permanent hole in the margin.

In this article you will learn how:

• how returns work on Zalando after changes to return periods,
• what times are required in the customer service model: order delivery time and return settlement time how country and courier affect the freezing of goods and money, what requirements apply to couriers and documents,
• and how working with a local operator can reduce this time by a few days – which often means tens of thousands of euros differenceper year

A new era of returns: Reducing the period from 100 to 30 days

From January 2025, Zalando is introducing a fundamental change to its returns policy, which has far-reaching implications for the entire supply chain. The platform has reduced the returns period from 100 days to 30 days in key European markets, including Germany, the Netherlands and Italy. This change, which initially came into effect in October 2024 in France, Spain, Austria and Switzerland, now extends to most countries where the platform operates.

The decision is based on a thorough analysis of consumer behaviour – Zalando’s data shows that more than 90% of customers make returns within the first 30 days of receiving an order. In some countries, the percentage is even higher: 95% in Germany and Austria, 93% in the Netherlands, and 82% in Spain. For retailers, this means faster product returns and better inventory management, which directly translates into cash flow.

Significantly, despite the shortened return period, Zalando continues to offer much more generous conditions than the law requires. The EU Directive 2011/83/EU only guarantees consumers a 14-day withdrawal period for distance contracts. Thus, Zalando’s 30-day return period remains twice the legal minimum, which is a significant competitive advantage for the platform and builds customer loyalty.

Return periods in Zalando countries

For retailers selling internationally, it is crucial to understand in detail that return periods vary depending on the destination country. Currently, Poland and Belgium remain on the old 100-day system, but it can be expected that these markets will also soon move to the 30-day standard.

Zalando’s current return periods by market:

• 30 days: Germany, Netherlands, Italy, France, Spain, Austria, Switzerland, Belgium
• 100 days: Poland

Key terms every retailer needs to know:

The legal minimum withdrawal period is 14 days in all EU countries from the day the consumer receives the goods. This period can be automatically extended to one year if the seller has not informed the customer of the right of withdrawal. Zalando requires sellers to process the return and initiate a refund within 14 days of receiving the customer’s cancellation information. However, the platform recommends that the process is even faster – optimally returns are processed within a few working days, significantly impacting customer satisfaction and merchant performance metrics.

Returns handling time at Zalando

At Zalando, order delivery time and return settlement time are measured and enforced as part of the Customer Experience Model (CXM). For the retailer, this implies certain operational requirements that affect the visibility of offers and the ability to sell.

1. The CXM model – what Zalando measures

The most important operational indicators are:

• Cancellation rate – percentage of orders cancelled by the retailer (target: ≤ 1%).

• Tracking accuracy – percentage of packages with correcttracking number for delivery and return (target: ≥ 98%).

• On-time delivery – proportion of parcels delivered within the required time (target: ≥ 95%).

• Settlement of returns on time – proportion of returns confirmed within the required time (target: ≥ 95%).

Failure to meet these parameters results in a reduction in the position of offers on the platform and, in extreme cases, the deactivation of sales in a given market. Logistics therefore directly affects the trading result.

2. What does ‘delivery time’ and ‘return settlement time’ mean in CXM?

In the CXM model, Zalando introduces two strictly defined operating times:

Delivery times

This is the number of working days from the moment an order is exported to the system (i.e. submitted for fulfilment) to the first attempt to deliver the package to the customer. This is the full time for which the retailer and its logistics operator are responsible.

Returns settlement time

This is the number of working days from the moment the customer sends the return to the carrier until the day the retailer confirms the return in the Zalando system. This includes both the transport of the return and the operational handling in the warehouse.

Time counting rules:

• only working days are taken into account ,
• some countries treat Saturday as a working day, others do not.

These differences mean that an identical process can take, according to the SLA, e.g. 8 working days, but in practice 8 to 11 calendar days, depending on the market. If a warehouse or carrier does not work on Saturdays in markets where Saturday is a working day, this delays service and negatively affects CXM metrics.

How to reduce the cost and time of returns at Zalando

1. Local handling of returns

Instead of routing each return directly to Poland, it is worth using local return addresses and local logistics centres. This significantly reduces the cost of transport, often by several tens of per cent, and shortens the processing time.

2. Consolidation of shipments

Consolidating multiple returns into one collective shipment reduces the unit cost of transport and streamlines further warehouse handling.

3. Process automation

The use of warehousing systems and automatic data exchange (e.g. with carriers) reduces the time between the customer sending the return and its confirmation in the system.

4. Verification of returns as close as possible to the customer

Early verification of the return – either in the customer’s country or at a local centre – allows for faster processing:

• confirm the return,
• detect errors and irregularities,
• eliminate damaged or unsaleable products.

This improves the rate of timely accounting for returns.

How to shorten the return handling process by 2-4 days

• Local verification – confirming the return when it arrives at the warehouse in the customer’s country, instead of waiting for transport to Poland (saving 1-2 days).
• Working on Saturdays – in markets where Saturday is a working day (e.g. Germany, France, the Netherlands), warehouse operations on Saturday speed up the process by 1 day per week.
• Systems integration – automatic confirmation of returns based on courier scanner data reduces registration time from days to hours.
• Daily consolidations – regular rather than periodic transport of returns reduces delays associated with waiting for a full pallet or container.

Approved courier companies: the foundation of a professional service

One of the most important requirements for sellers on Zalando is to only work with approved courier companies. The platform maintains a tightly controlled list of accredited Last Mile Carriers (LMCs), who are responsible for direct interaction with the end customer – both in delivery and in the collection of returns.

As a logistics company, we meet the standards required by Zalando and work with the best local carriers in the respective market.

Approved courier companies by key market:

• Poland: InPost, DPD, DHL Parcel – these three companies must ensure delivery within 24-72 hours, full tracking of the parcel and convenient return options for customers, including access to pick-up points. Our partnership with these carriers allows us to provide the highest standards of service.
• Germany: DHL Paket (DHL Parcel only, NOT DHL Express or DHL Economy Select), DPD, Hermes – standard delivery time is 2-4 working days.
• France: Colissimo, Chronopost – retailers must include the relevant return leaflets dedicated to each carrier.
• Netherlands: PostNL
• Belgium: BPost
• Austria: Post AT
• UK: Royal Mail, Evri (formerly Hermes)
• Italy: Poste Italiane
• Spain: Correos

Using only approved carriers is not only a matter of compliance with the regulations. It is also a guarantee of professional service, full tracking of shipments and quick resolution of problems. Using non-approved courier companies can result in financial penalties, reduced visibility of the offer on the platform or even suspension of the seller’s account.

You can read more about the required local couriers by Zalando here: Logistics requirements for sellers on Zalando

Documents required by Zalando for shipping

Zalando imposes specific documentation requirements that the seller must include with each shipment. Failure to include any of these documents can result in complaints, a downgrading of the seller on the platform and increased customer service costs.

Required documents in each parcel:

Delivery Note is a detailed list of the products to be delivered in the parcel, an order confirmation with customer service contact details. The Return Note form allows the customer to indicate which products they are returning and for what reason – this information is invaluable for analysing the reasons for returns and optimising the offer. The return flyer (Return Flyer) explains to the customer how to make the return, by what deadline and by which courier. Zalando provides return flyer templates for each country and carrier. The Return Label (Return Label) is a prepaid and printed label that allows the customer to return the product free of charge – Zalando recommends the use of self-adhesive return labels for customer convenience. In some countries, it is also required to include a VAT invoice.

Impact of returns on e-commerce profitability

Returns management is not just a logistical issue – it has a direct impact on business profitability. The costs associated with processing a single return can range from 20% to 65% of the value of the original product. The average cost of processing a single return in the e-commerce industry is approximately US$40.75.

The main components of returns costs:

Return logistics (reverse logistics) involves transporting returns from the customer to the warehouse, which often requires multiple handling points, customs inspections (for international returns) and extended delivery times. The labour costs involved in inspecting, repackaging, re-tagging and getting products back into the warehouse require significant expenditure. Loss of product value is particularly acute in the case of seasonal, fashion or technology products – every day of delay in re-selling means a drop in the market value of the product. Capital freezes are another problem, as products in the return process do not generate revenue, while tying up capital that could be used to purchase new stock.

Strategies to reduce the cost of returns:

Use of local returns centres – instead of sending all returns back to a central warehouse (which can mean long international shipments), using Zalando’s network of local returns centres allows returns to be processed closer to the customer, reducing transport costs by up to 40%.

Consolidation of shipments involves collecting multiple returns into one larger shipment instead of sending individual packages, which can reduce transport costs by 20-25%. Process automation through the use of Warehouse Management Systems (WMS) and automated sorters can reduce the operational costs associated with returns processing by up to 20%.

Partnering with a 3PL specialising in reverse logistics provides the infrastructure, know-how and scalability to effectively manage returns, especially during peak periods. Verification at the point of collection – some advanced systems offer verification of returns as soon as the customer leaves the parcel at the point of collection, allowing for immediate detection of fraud and a reduction in processing time of up to 34%.

Cross-border logistical challenges

Selling in overseas markets presents significant logistical challenges that can significantly impact the cost and efficiency of handling returns. The main issues are complex customs regulations – each country has unique requirements for documentation, product classification and customs procedures. Cross-border returns often require special handling as products do not always have complete customs documentation.

Longer transit times – international returns can take significantly longer than domestic returns, which lengthens the product re-entry cycle and increases the risk of loss of value. Higher transport costs – international shipments are significantly more expensive than domestic shipments and can also involve customs duties, taxes and administrative fees.

Lack of local presence means that without local warehouses or returns centres in destination countries, response times to problems are longer and costs higher. Differences in consumer expectations – each market has unique preferences regarding delivery methods, payment options and return policies.

Our solutions as a logistics company:

We use a network of local return centres – instead of sending each return back to the country of origin, products can be processed locally and then consolidated into larger shipments, reducing costs by up to 40%. We work with local, leading operators such as DHL , Correos and Royal Mail, for example, providing reverse logistics solutions with systems integration, real-time tracking and professional customs handling.

The automatic exchange of data with carriers through the integration of IT systems allows for the automatic generation of return labels, tracking of shipments and status updates without manual intervention.Case study: returns on cross-border sales in fashion – full customer interview

And if you want to see what real cross-border sales on Zalando look like, the full returns processes in the fashion industry and the requirements of the platform as seen through the eyes of the retailer – watch the full interview with our client:

How to manage returns effectively at Zalando

Effective returns management at Zalando requires a strategic approach and cooperation with professional logistics partners.

Key recommendations:

Adapt to return periods – Zalando’s new standard requires faster product circulation and better inventory management. However, a shorter return period also means faster return of capital and better stock predictability.

Only work with approved couriers – using local, Zalando-approved operators ensures compliance with the platform’s requirements and minimises the risk of penalties.

Use local logistics infrastructure – rather than centralising all returns in one warehouse, using distributed returns centres can significantly reduce international transport costs and speed up processing. Invest in returns verification – professional inspection of each returned product protects against fraud and allows for faster detection of quality issues.

Analyse returns data – detailed information on the reasons for returns allows you to optimise product descriptions, photo quality and assortment management, ultimately reducing your return rate. Work with an experienced 3PL partner – third-party logistics operators specialising in reverse logistics offer scalability, advanced technology and know-how that can significantly improve the efficiency of returns handling.

If you want to reduce your turnaround time by 2-4 days and cut your reverse logistics costs by 15-30%? Get in touch with us. We’ll set up local return addresses in key markets for you, integrate tracking and speed up processes to get your goods back on sale faster and cash into your account.