Zalando Return Policy

In May 2014, we permanently extended our returns policy to 100 days. This means you can send any unworn* item ordered back to us free of charge within 100 days of the order being placed.

*Items worn purely to see whether they fit are not considered worn. We reserve the right to refuse a return due to damage or on grounds of hygiene. Beauty products are not included in the returns policy. This does not affect your statutory rights

Below you’ll find our instructions on how to return a product. It makes no difference whether you received your order by regular or express delivery, our returns process is the same.

• Log into your customer account

Log into your customer account at www.zalando.co.uk. Click ‘Return Item’ and read the instructions. Click on ‘Return your products now’ and select the items you wish to return, indicating the reason for returning them.

You’ll be asked to select a local drop-off point – this is not binding, and you can return the items to any Hermes ParcelShop. Find your nearest ParcelShop here: www.myhermes.co.uk/parcelshops

• Print the return document

Once you’ve selected a ParcelShop, you’ll be given the option of printing your return label. If you don’t have access to a printer, you can request to have a return label sent to you by post. Please note that this can take up to seven days.

• Cut the return label in half

Cut the printed return label in half along the dotted line.

• Attach the return label

Place the item(s) in their original packaging into a box/package* along with the return label and attach the return label to the outside.

*The box/package doesn’t have to be the same one that your order was sent in, but it should be of an adequate size/strength to protect the items you’re returning.

• Take your package to a Hermes ParcelShop

Take your package to a Hermes ParcelShop – returns are free of charge.

Use the postcode search at www.myhermes.co.uk/parcelshops to find the ParcelShop nearest to you (see the screenshot below). Please remember to get a receipt and to keep it in a safe place – this is your proof of postage.

• Receive your refund

Once we have received your returned items, your refund request will be processed immediately. However, it usually takes 48 hours to appear on your card statement. Please note, in rare cases it can take up to 14 days.

If you paid using a debit or credit card, the money will be refunded to the bank account linked with the card. If you paid with PayPal, your refund will appear on your PayPal account.

Please note: if you have received a gift and would like to return it for a refund, the person who originally purchased the gift will receive the refund. We apologise for any inconvenience this may cause.

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For more information visit Zalando