Platform Rules

Your legal reference for operating on our platform. Find the current version here to view or download.

Updated December 8, 2025

Important

Version 11 of the Platform Rules is valid until 31 December 2025. Version 12 will come into effect on 1 January 2026.

What are the Platform Rules?

The Platform Rules transparently set out how our platform works. Our aim is to provide you with a clear overview so that you have all the information you need to be successful on Zalando.

You can download the Platform Rules in a PDF format on the left side of the page, at any time.

Updates in version 12 - effective 1 January 2026

These changes and updates clarify existing processes to make sure our instructions and policies are clear and you remain compliant on Zalando. Please see the full overview below:

New guidelines or policies

Topic

Chapter

Description

Definitions

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

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.

Clarifications

Topic

Chapter

Description

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

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

If we make any changes to the Platform Rules, we will notify you at least 15 days in advance, allowing you to have enough time to assess the impact on your business and adapt your strategy accordingly.

The Platform Rules are part of Zalando’s responsibility under the European Platform to Business Regulation. This asks that platform providers are transparent, clear, fair, and proactive towards those who do business on the platform. If you want to read more, you can find the link to the full Platform to Business Regulation here.

If you have any questions about the Platform Rules or the Platform to Business Regulation, please reach out to us here.

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