Bringing Our Customer Promise to the Next Level

Our customers love fashion. And we love our customers. That’s why we’ve developed an all-round service tailored to their needs: Zalando Plus.

Zalando wants to give its customers an even more frictionless fashion shopping experience. This is the motivation behind Zalando Plus – your fashion service with lots of extras.

Adding Value

Zalando Plus is designed especially for customers like you. Trying on items is easy thanks to our premium delivery, and anything you wish to return is simply collected from your home by the return parcel pickup. You can even consult one of our stylists, if you need personal style advice. Our Fashion Store combines the best of online and offline shopping, with a huge selection and exclusive deals.



Streamlining Shopping for Everyone

Zalando has a team of trained stylists who know their way around the latest trends as well as classic styles. They get to know you so they can work out what suits you best. And if you have questions about the ordering process, a specially trained customer service team is available for Zalando Plus customers.


The new fashion service helps us to address our customers’ requirements even more individually.“


Our Customers Love Styles

Our customers love styles. We get it – we feel the same way. Fashion is our world. We stand for looks that are more than just clothes. Looks that make a statement about who you are and celebrate that fact. All of our customers are special. And we want them all to have fashion items that make them feel fantastic. That is our mission.

That’s why we have launched Zalando Plus. “The new fashion service helps us to address our customers’ requirements even more individually”, says Lisa Schöner, Head of Zalando Loyalty. Zalando Plus comprises a number of valuable services aimed at making the shopping experience even more convenient.

The Early Bird Catches the Worm:

Zalando Plus customers are the first to hear about sales and campaigns. They also get exclusive deals, for example promotions on Black Friday, and can secure their favorite items directly.

New Outfits in Real Time:

In bigger cities, customers receive the items they have ordered on the same day. In other areas, Zalando Plus customers benefit from premium delivery within one or two working days.

Returns Made Easy:

We believe convenient shopping should include making it easy for customers to return items. With our return parcel pickup we can collect returns from the customer’s home within a two-hour time slot of their choice.

Personal Style Advice Included:

We advise Zalando Plus customers on every aspect of their personal style. What trousers are best suited to my figure? What do I need to wear as a bridesmaid? Which colors complement my complexion? Simply make the call and our stylists will use all of the expertise they have gained with our customers to find the right outfit.

Expanding Possibilities

We have bundled all of these services in Zalando Plus. The first three months are currently free of charge, after which the annual fee for the service is EUR 19.

The service was rolled out in the first four cities in July 2017 and has been gradually expanded in the meantime. It is currently already available to around one million customers throughout Germany.

“Our motivation is to go beyond selling clothes in order to focus on every aspect of what the customer needs. We are already working on ideas for how to integrate additional services in the future”, adds Schöner. “That’s what we mean by 360° care and support for our customers.”