Zalando Parcel Not Delivered or Refund Refused? UK Guide
Zalando sells both its own stock and partner-programme stock, shipping through several UK couriers including locker services. Where Zalando is the seller, the Consumer Rights Act 2015 makes it responsible for delivery into your possession — check the invoice to confirm which business sold the item.
Who delivers your Zalando order?
Zalando typically uses: Evri, DPD, Yodel, InPost, Royal Mail. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Zalando, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Zalando to deliver into your physical possession.
Zalando contact and returns
- How to contact
- Zalando by email at service@zalando.co.uk or the in-account chat, which attaches the thread to your order. There is no consistently published UK phone line.
- Returns policy summary
- Zalando offers free returns within a generous window for most orders. That window covers unwanted goods and has no bearing on a parcel that never arrived.
How to claim a refund from Zalando
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Zalando via Zalando by email at service@zalando.co.uk or the in-account chat, which attaches the thread to your order. There is no consistently published UK phone line. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Zalando refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Zalando delivery FAQs
Is Zalando legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Zalando) is responsible for the goods until you take physical possession. Zalando cannot redirect you to the courier because your contract is with Zalando, not the courier.
How long does Zalando have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My Zalando parcel went to an InPost locker I never opened. Who is liable?
Zalando, until you actually collect it. A parcel sitting in or vanishing from a locker has not reached your physical possession, so Section 29 of the Consumer Rights Act 2015 still applies.
Does it matter that my Zalando item came from a partner seller?
It can change who the trader is. Check the invoice: if Zalando sold it, claim from Zalando. If a partner sold it through Zalando, claim from that partner and use Zalando's own resolution flow if they do not respond.
Zalando has no phone number — how do I create a paper trail?
Use email or the in-account message thread rather than chat that disappears. Save the thread and any case reference; that is what a bank asks for in a Section 75 or chargeback claim.