Platform Rules

Definitions

0

Added the definitions of Customer Care (CuCa) and ZEOS. 

Zalando’s product, content and brand guidelines

3.1

Linked a new version with the following main changes: Content

We have split ‘content’ out of the product and brand guidelines (previously Product, Content and Brand) to create a clear definition between content creation (covered by the community guidelines) and products and brands sold on Zalando. 

We have added an introductory statement clarifying that while clothing and style evolve with social movements and global contexts, we will continue to prohibit the sale of products associated with any of our 'banned' dimensions.

Substance use Whereas previously we have prohibited any reference to the consumption of alcohol, we have tightened our guidance to prohibit only demonstrations of, or encouragement of overconsumption of alcohol. We have also explicitly banned any portrayal or references to pharmaceutical drugs (as well as illegal drugs) and have banned references to all forms of tobacco, tobacco products or consumption of tobacco.

EPR Battery 

3.2.5.1

Added that battery products will be reactivated once Zalando can ensure the partner's EPR compliance in the respective shop country.

Personalised recommendations

5.6

Added an explanation on how our personalised recommendation tools work.

New deactivation reasons 

4.5

Added three (3) new deactivation reasons:

Consolidating or/and shipping an order from a non-EU location to EU customers 

Partner is inactive on Zalando (no sales, no responses, etc.) for a period of 200 days.

Partner's fulfilment and shipping performance is leading to poor customer experience.

New markets

A0, A2, A3

Added the Customer Terms and Conditions of the three (3) new markets  Bulgaria, Greece and Portugal, their logistics targets and their approved carriers.

CXM targets

A2

Reduced delivery time in Poland and Sweden by one (1) day, effective 1 July 2026. Defined Saturday exclusion at delivery and return level for all countries and changes applies as follows, effective 1 July 2026: DK, EE, LV, LT, SE: Saturday changes from a non-working day to a working day for both delivery and return pick-up.

FI: Saturday changes to a working day for delivery, but remains a non-working day for return pick-up.

CZ: Saturday changes from a working day to a non-working day for both delivery and return pick-up.

AT, BE, LU, CH: Saturday changes from a working day to a non-working day for return pick-up.

Offer selection/Price Mode

6.2

Introduced new wording to better describe Price Mode and relevance of fulfilment method within the tiering.

Order communication

7, 7.1

Clarified the initial and approved order statuses and necessity to fulfil or cancel within three (3) working days of the approved order status.

Authorised warehouse/ stock locations

7.2.2

Clarified explicit ban of consolidating non-EU orders for an EU carrier and the requirement that all goods must be fully customs-cleared and in free circulation before any fulfilment operations.

Shipment confirmation and tracking

7.2.4

Explained the necessity for a customer to be able to track parcels via the last mile carrier website.

Return policy

7.2.8

Removed the leniency on customer returns which was introduced when Zalando transitioned from the 100-day to 30-day return policy.

Noted the necessity to retain technical connection with Zalando for 100 days for returns management following a contract expiration.

Customer Care

7.3

Specified the maintenance of customer service and customer escalation contacts via zDirect.

Manual refunds

7.4

Corrected the info to reflect that manual refunds also apply to ZEOS fulfilled orders and clarified the right point of contact for issues with returned items in case of ZSS returns/ZRS fulfilment. Specified that a customer declaration may be provided in either handwritten or digital form.

Customer Experience Model (CXM)

7.6

Explained the handling of force majeure events versus regional issues and holidays.

Data access

8.1.2.1

Specified the duration (100 days) for which access to Zalando tools after the effective contract expiration date can still be accessible. 

Authorised carriers

A3

Clarified inclusion of parcel shops and lockers. Added links to each final mile carrier website.