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Delivery
What does delivery?
Delivery time:
DHL delivery: 3~4days
Delivery fee:
Free Shipping
Delivery destinations:
DHL home delivery
Where is my parcel?
To track the delivery status of your parcel, simply click on the tracking link provided in your shipment confirmation email after your parcel has been dispatched. Alternatively, you can also find this information under "My Account" on the Our website.
What can I do if the tracking link is not yet live?
Please be patient, the tracking link will not be live until your package has been received by the carrier.
What if the tracking link does not update?
Please note the tracking link does not update daily. However, if the tracking link has not updated within 5-6 business days please contact our customer service.
I have received a notification that the parcel has been delivered, but I do not have it. What should I do?
Please check if the parcel was delivered to a neighbour. If this is not the case and the parcel has not been delivered to you within one week after it has been shipped, please contact our customer service through a contact channel shown below.
Why did I receive different orders in one parcel?
In order to deliver your items in the quickest and most eco-friendly way we sometimes bundle different orders in one parcel. To see if your orders are bundled please check your delivery confirmation e-mail or log into your account on the our website.
How do I pay for separate orders that were bundled and delivered together?
Different orders need to be paid separately, even if they were delivered together.
To ensure that your payments are booked correctly, please add the order number of each order in the payment message field.
How do I return items from different orders?
If you want to return items from bundled orders you can pack all items in one return parcel.
What should I do if my parcel arrives in damaged packaging?
We're sorry to hear that, and hope that the items you ordered arrived intact and complete.
If the damage only affects your parcel and you would like to return something from that order, you can use any packing material for the return. Please make sure to initiate the return process through your account to generate a return code or return label - with it, the return is always free of charge.
Why was my parcel returned to the sender?
If your parcel could not be delivered, don't worry! We'll consider it returned, and refund you if you've already paid for it.
Please note:
We do not automatically reship returned orders. If you still wish to receive the items, you will need to place a new order.
Your refund may take up to 14 days from the date your parcel was returned.
Can I have my parcel delivered to a pick up point?
Yes, you can. When you complete your order, we offer the convenient option of having your parcel delivered to an Evri parcel shop.
Which countries does deliver to?
DHL International Shipping
Returns & Refunds
How can I return my order?
You can return items shipped by our Partners in their original condition within 30 days of delivery. During this period, your return label will be available to you from your account.
Return items
Can I return items from different orders together?
Yes, if you have several orders shipped, you can send them back to us in one parcel.
You can start the return process for each order, pack all items in one box, and use any of the generated return codes or print-at-home return labels for the return.
If you want to return Partner items, please put them into separate parcels. You can identify Partner items in the order overview in your customer account, marked as “Sold by a Partner”.
When will I receive my refund?
You will receive your refund within 14 days after you handed over the return parcel to the carrier. Please make sure to keep the return receipt from the carrier until you have received your refund.
Which carrier can I use to return my parcel?
You can find this information displayed as you proceed through the online return process, after selecting which items you wish to return.
How does home collection work?
You can book a Home Collection on the DHL website.
Do I need to include anything in the parcel for the process my refund?
No, that is not necessary. Our return process is designed so that the logistics centre will process the refund for the items in the returned box.
How long is the QR code valid?
Your return code is valid for 30 days.
When will I receive my refund?
You will receive your refund within 14 days from the day you handed over the return parcel to the carrier. You will receive your refund via the payment method you selected during the order process.
How will I receive my refund?
We will refund you via the payment method you selected during the order process.
What if I paid via a gift card?
When you return goods purchased with a gift card, the refund will be added to your account and you can use it on future orders. Gift card total cannot be exchanged for cash.
Please note:
Refunds and Partner orders are made separately. Therefore you will receive your refund separately and at different times.
What if my item is damaged or defective?
What if my item is damaged or defective?
We are sorry that your item has arrived damaged or defective.
Provide us with all relevant information so that we can resolve your issue as soon as possible.
Do I automatically receive a replacement?
No, unfortunately it's not possible for us to send you a replacement. If you would still like the item, please just place a new order. You will find a link directly to the product in the "Orders" section of your account. If the item is sold out - click "Notify me" on the product page and we'll let you know when it's available again.
Can I return items from different orders together?
Yes, you can. If you have several orders shipped, you can send them back to us in one parcel.
Can I exchange an item?
Unfortunately, we don't offer exchanges, only refunds.
With our free return policy you have 30 days from the date of delivery to return your unused items.
You can return your original order for a full refund and place a new order.
What is your return policy?
You can return unused items within 30 days free of charge.
All returned items must be in their original condition (unworn and with the labels still attached) for a return to be accepted. Trying on an item doesn't count as it being worn.
My Account
How do I create a account?
To create a account simply follow these steps and you'll soon be ready to order.
Click the login icon which can be found on the top right-hand corner of your screen.
Enter your email address under 'I'm new here' and click on 'Register'. Then complete all mandatory fields.
Once you've completed the registration, you will receive a confirmation email. We suggest that you check the information in this email carefully, to make sure that it is correct.
To confirm your registration, click on the link provided in the email. Once your registration has been confirmed, you can login and start shopping.
How do I reset my password?
To reset your password, simply click here . Enter the email address you use for your account and click send. You'll receive an email with a link to reset your password. Click on the link in the email and you will be prompted to enter a new password.
How do I update my account information?
You can update your account information by following the steps below:
Delivery address: You can change your delivery and billing address under ‘Addresses' in your account .
Credit card: you can update your preferred Credit Card during the checkout process.
Personal data (email address, password, contact data): you can change your personal data such as your email address, password or contact data under ‘Personal details' in my account.
Fashion Preferences / items you like: You can change your Fashion Preference and items you like under ‘Recommendation preferences' in your account.
How do I request my data?
Requesting your data
If you would like to see your order history, the saved addresses for your orders, or view or adjust your liked items, please go to your account page. You will also be able to check and adjust the information that is saved for you favourite brands or your preferred sizes, and manage newsletter or mailing subscriptions in this section of the website.
If you would like to request a downloadable file of your account data that includes contact information, order history, liked items and an overview of when and how you may have contacted us, you can do so in your account . Once the file is ready, we will send it to you via email. This can take up to one month but usually you should receive your data earlier.
What information is in my data report?
Your data report will contain an overview of your account and log-in information, order overview, personalisation preferences, and liked items. It also includes information about data retention periods and third-party sharing.
What if my data file failed to download?
If you requested your file and it fails to download, it could be because the link has expired. The download link is only valid for 30 days after it is received. After this, you will need to submit a new request.
If your download link is valid but failed to download, it could be due to a network issue, a problem with your browser, or an issue on the server side. In such cases, check your internet connection or try opening it using a different device or browser. If that is unsuccessful, please submit a new request.
What format will my data come in?
The email we send you will contain two different reading formats: ZIP and HTML. The HTML file provides a user-friendly visualisation of your data that is viewable in any web browser. The ZIP file contains CSV files with your data in a machine-readable format, suitable for analysis or processing in applications like Excel.
Why is an email code needed to download my report?
When you download your report, we send a unique code to your email as an additional security step. You will need to enter this code to complete your download. This is to ensure it's you accessing your information, and to keep your personal details safe and secure.
How do I delete my user account?
Please note that we can only delete your account if:
There are no open amounts due.
You do not have an order that is still within the return period.
You do not have remaining gift card balance on your account.
None of your orders are currently in shipment.
Will my account also be deleted?
When you delete your account, your account will also be deleted.
Can I use my account in another country?
Yes, you can use your account in another country. Just use your existing login details to access a different country's shop, and add a new billing/shipping address located in the country you're shopping from.
How can I better protect my account?
The easiest way to protect your account is by choosing a strong password. Here are a few recommendations:
Make it long. Using long passwords is critical to password strength. An 8-character password will take anywhere from a few minutes to a few weeks to crack while a 16-character password will take a minimum of 34.000 years to crack.
Use lower and upper case letters, numbers, and special characters. The password 'howstrong' would take 2 minutes to crack while it would take 3 weeks for attackers to crack the password 'H0wStr0!g'.
Do not reuse passwords. Reusing the same password for multiple accounts is dangerous as it makes you vulnerable to credential stuffing attacks, which take leaked credentials from one site/service and use them on other sites/services. It's as if you had multiple houses and used the same lock and key for all of them.
Make your passwords random . Do not include words related to your personal information in your passwords as it would give an advantage to attackers.
Use a password manager. A password manager is an application that helps you create, store, and manage unique passwords. It is the easiest and most secure way to accomplish this.
How does protect my account?
We know that security and protection are important to our customers, therefore we continuously improve our security measures. Our website is equipped with protection mechanisms like two factor authorisation to ensure that any data you provide is secure and cannot be accessed by unauthorised parties. We monitor account activity for suspicious behaviour and will alert you if we detect anything out of the ordinary.
You may be asked from time to time to verify your account with a code or logging in again.
What should I do if I see unauthorised activity in my account?
If you believe that your account was misused, please contact our customer care team using one of the contact buttons below so that we can deactivate the account and prevent further misuse. Our specialists will advise you on any further steps.
What should I know about phishing emails?
Unfortunately, email scams are a serious issue that sometimes affects us too. Known as ‘phishing attacks', in these emails fraudsters impersonate trusted entities, often using elements like a company logo and a familiar layout to deceive users into sharing sensitive information or taking harmful actions. These may for example take the form of fake order confirmation and payment reminder emails.
Please never visit any links or open any attached files in any emails that look suspicious.
Things to look out for:
Spelling errors or grammar inconsistencies: these emails are typically auto-generated or poorly translated.
The sender's address. It should match the domain of the company or entity they claim to represent.
In addition, before clicking on any links to share any information, you can log in into the official app or website of the company or service they claim to be from and check for notifications there first.
Do you suspect scammers may have got a hold of your personal details?
We recommend that you change your password as soon as possible. To do this, go to 'Change contact data'. Please also check your access details to other important accounts (e.g. online banking) and change these if necessary.
If you have any other questions about email phishing, get in contact with us and we will be glad to help out.
What should I know about the newsletter?
When you subscribe to our newsletter you will get updates on all the latest trends and fashion twice a week. Every Tuesday you will receive a newsletter supplement featuring a special topic on style. You will also be the first to know about new products, discounts, and promotions to take advantage of our latest offers and services.
Orders
How do I place an order?
Once you have decided on your selection place the desired item(s) in the shopping bag.
In your bag you will find all the items you have added. Before you click on ‘go to checkout' and proceed with payment to complete the order please check your choice of colour, size, and quantity.
Please note:
After you confirm your order you cannot change any order details.
We do not currently offer gift wrapping. We do, however, offer gift cards.
What happens after I place my order?
You will receive a confirmation e-mail with your order number shortly after you order. You can check the status of your order under ‘my orders'.
We will also notify you by e-mail as soon as your delivery leaves our warehouse. This e-mail will also provide you with your delivery tracking number.
Can I cancel or modify my order after I placed it?
Once you have placed an order unfortunately you cannot change it.
You can cancel an order for a limited time after it's been placed. If this option shows as available to you, we recommend cancelling the order and placing a new one.
To cancel your order please click "cancel order" and confirm or go to "my orders" and cancel your order.
Please note:
You can request a cancellation only when the buttons "cancel item" or "cancel order" are active.
Cancelling an order cannot be undone, but you can always place a new order.
If you redeemed a voucher for your order, the order can only be cancelled in full.
Delivery and billing addresses cannot be changed once you have placed an order, we advise that you cancel the order and place a new one using a different address.
Individual Zalando Partner items cannot be cancelled. You can only cancel the Partner order in full.
Price changes
Pricing is based on independent internal calculation. Our product pricing is subject to change due to a variety of reasons including, but not limited to: availability, special offers, sales, and seasonal offers.
We always strive for the best possible prices. Make sure to check regularly so you don't miss out on any bargains!
The prices of our products include VAT and you don't have to worry about this despite any possible VAT changes.
What if an item is out of stock?
If an item you want is out of stock, you can register to be notified via email when it is available again.
Just click on 'Notify me' and confirm your email address.
If the item is available again within the next 3 months, we'll send you an automatic email to let you know.
Please note:
This email does not reserve the item, so if you're still interested then it's best to act quickly in case it sells out again.
What can I do if I received an item I did not order?
We are sorry that we have sent you an item that you did not order.
To return this item, please initiate a return through your account and choose the reason "I received the wrong item" from the available options.
If you still want the original item, just go ahead and place a new order. If you have already paid for the item, you will receive a refund within 14 days of the return being handed over to the carrier.
What are limited items?
Limited items are particularly desirable items that are only available in small quantities.
Why can't I add this item to my bag?
We have a dedicated checkout for our most desirable or limited items, so the ‘Add to bag' button is replaced with ‘Buy now' to help you purchase your item more quickly!
Why can't I purchase this item?
We want to ensure that limited items (particularly desirable items that are only available in small quantities, for example) are available for our customers to order. For this reason, these items are protected by various technical security measures against being ordered, for example, by automated systems or commercially acting persons. Unfortunately, it cannot be ruled out that individual customers will not be able to complete the ordering process even though the security measures are not intended for them.
How do invitations for hyped items work?
How do I sign up for an invitation?
When you click on the item, you'll see a button that says ‘Sign up for an invite.' Make sure you select a colour and size before you sign up.
I got an invitation! Now what?
Congratulations! Now you can use the invitation to buy the item you wanted. Click ‘Shop now' in the email with your invite and go ahead and buy it. Remember, you can't change the colour or size of the item at this stage.
How long are invites valid for?
Invitations are typically valid for 2 hours from the time you have received them in your inbox. The validity of the invitation is clearly stated in the email with your invitation.
Why haven't I received an invitation yet?
Invites are typically limited as these items are in high demand. Once you've signed up for an invitation, you'll be in the running to get an invite for the next 7 days after the product's official release date. Invites are only sent out after the release date has been reached. If you don't get an invitation by then or the following next 7 days, we're sorry but you'll have to sign up for an invitation again when the item is back in stock.
How do I know if an item is invite-only?
You will know when an item is invite-only when you see the ‘Add to bag' button has been replaced with ‘Sign up for an invite.' Invite only items are typically in high demand and have limited stock availability.
Can I return invite-only items?
Yes, you can return invite-only items.
Can I change the size or colour after I've signed up for an invite?
Unfortunately, you cannot change the colour and size you picked after you have signed up for an invitation.
Can I sign up for multiple invitations?
Unfortunately, you can sign up for an invitation to buy an item only once. We will only consider your most recent sign-up. However, once 7 days have passed and you did not receive an invitation, you can sign up for another invitation if the product is still available .
Payments
What are my payment options?
We support the following payment methods:
Credit Card
PayPal
Gift Card
Why is my preferred payment method not available?
We're sorry if your favourite payment method isn't available for your order.
With some payment methods, especially with invoice payments, we take the financial risk to provide you with a try before you buy service. This is why we risk check each transaction to ensure security for you and for us.
Some situations can influence the payment methods availability. For instance, if delivery address and billing address do not match because of typos, changes of address, family name or if you chose a Pick up Point for your delivery. Another reason might be if you still have some open invoices with us. Even If you've already transferred the money or made a return, it is possible that we haven't processed it yet.
However, please understand that we also consider that some payment methods may involve higher costs or risks. Like other platforms and shops, we use independent credit bureaus in order to have secure transactions and we reserve the right to decline a payment method for some orders (you can find more details in our Terms & Conditions).
Our Customer Care team has no way of changing the payment methods offered to you at checkout and we are unable to find out exactly why a payment method is not being offered.
If your favourite payment method is unavailable, we're sorry in advance. You will still be able to use all of our other services and can select one of the other options, which are all free.
How do I get a copy of my invoice?
Below you can download invoices for your recent orders and some of the Partner orders. If you have just placed your order, please wait until the parcels have shipped for the invoices to become available. ow.
How do I pay by Credit Card?
You can pay by credit card using the following providers:
Mastercard
Visa
American Express
Maestro
Please note:
You may see a pre-authorisation amount on your credit card, however your card will not be charged until your order is dispatched.
If you return an item you will be refunded to the original payment method.
If your order is cancelled you might still see the pre-authorisation amount on your credit card statement. Depending on your bank, this may take up to 30 days to be released.
How secure are my payment transactions?
We use certified SSL encryption for the secure transmission of your data. Your bank, PayPal, and credit card details are safe.
3DS Authentication
Our checkout process uses 3DS Authentication (Visa Secure, Mastercard Identity Check and American Express SafeKey). These services further protect your card account against unauthorised use when you shop with us. Please get in touch with your card issuer directly if you need more detailed information or encounter a problem with the authentication process. Sadly we have no control over the payment authentication process, meaning we cannot assist with any authentication inquiries.
How do I pay by PayPal?
If you choose to pay via PayPal, you will be redirected directly to PayPal at the end of the ordering process.
Please note:
If you return an item or if your order was cancelled, you will be refunded to your PayPal account. You can define in your PayPal account whether the amount should be forwarded to your bank account.
If your PayPal account is closed, we reserve the right to refund you to your bank account. It is not possible to choose a different PayPal account for the refund.
How secure are my payment transactions?
We use certified SSL encryption for the secure transmission of your data. Your bank details are safe.
Track your parcel
Where is my parcel?
To track the delivery status of your parcel, simply click on the tracking link provided in your shipment confirmation email after your parcel has been dispatched. Alternatively, you can also find this information under "My Account" on the Our website.
What can I do if the tracking link is not yet live?
Please be patient, the tracking link will not be live until your package has been received by the carrier.
What if the tracking link does not update?
Please note the tracking link does not update daily. However, if the tracking link has not updated within 5-6 business days please contact our customer service.
I have received a notification that the parcel has been delivered, but I do not have it. What should I do?
Please check if the parcel was delivered to a neighbour. If this is not the case and the parcel has not been delivered to you within one week after it has been shipped, please contact our customer service through a contact channel shown below.
What if my item is damaged or defective?
We are sorry that your item has arrived damaged or defective.
Click on the "Submit a claim here" button below and provide us with all relevant information so that we can resolve your issue as soon as possible.
Important note: Only use this button to report a damaged or defective item.
Do I automatically receive a replacement?
No, unfortunately it's not possible for us to send you a replacement. If you would still like the item, please just place a new order. You will find a link directly to the product in the "Orders" section of your account. If the item is sold out - click "Notify me" on the product page and we'll let you know when it's available again.
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