ZALANDO SE – Platform Rules

Version: 6.0
Date valid from: January 1, 2023
Status: Final
1

Definitions 4

1. General 5

2. Partner Program markets 5

3. Onboarding of Partner Articles 7

3.1 Connected Retail Stock Feed Integration 7
3.2 Which Partner Articles can be sold 7
3.3 Image and content guidelines 8
3.4 Specific Guidelines on Beauty, Toys & Electronics 8
3.5 Partner Article Rejections and Error Codes 8
3.6 Pricing validation 8
3.7 Compliance with Zalando’s Sustainability Requirements & Ethical Guidelines 9
3.8 Compliance with Extended Producer Responsibility (EPR) Regulations 10
3.8.1 France 10
3.8.2 Germany 10
3.8.3 Austria 10
3.9 Product Safety 11

4. Article visibility, search and sorting rules 11

4.1 Popularity sorting 12
4.2 Sale sorting 13
4.3 New-in sorting 13
4.4 Price ascending / descending sorting 14
4.5 Sponsored Products 14

5. Merchant selection 14
5.1 Wholesale mode 14
5.2 Price mode 14
5.3 Use of modes 15

1
6. Orders fulfillment 16
6.1 Order Cancellation 16
6.2 Logistics 16
6.2.1 Authorized carriers 16
6.2.2 Authorized warehouse/stock locations 16
6.2.3 Shipment confirmation and tracking 16
6.2.4 Delivery time 17
6.2.5 Reimbursement time 17
6.2.6 Forward address for wrongly returned articles 18
6.2.7 100-day return policy 18
6.3 Customer Care 18
6.4 Manual Refund 19
6.5 Order quality 20
6.6 Customer Experience Model (CXM) 21
6.7 Processing costs 22

7. Offboarding of Partner Articles 22

7.1 Offboarding of Articles 22
7.2 Worst size offender process 22
7.3 Mirror season 23

8. Seasonality, tagging and retagging rules 23

8.1 Seasonality 23
8.2 Article season retagging 24
8.3 Retagging of Articles unique to Partners 24
8.4 Retagging of Zalando Wholesale backfilling articles 24

9. Data Access 25
9.1 Partner Program 25
9.1.1 Personal Data 25
9.1.2 Other Data 25
9.1.2.1 Data Access for Partners 25
zDirect 25
ZMS Insights 26
ZMS AdManager 27
CXM Performance 28
9.1.2.2 Data access for Zalando 28
9.1.3 Data Sharing with Third Parties 28
9.2 Connected Retail 28
9.2.1 Personal Data 28

2
 9.2.2 Other Data 28
9.2.2.1 Data access for Partners 28
Sales reports 29
Connected Retail tool 29
ZMS Insights 29
ZMS AdManager 29
9.2.2.2 Data access for Zalando 29
9.2.3 Data sharing with third parties 30

10. Internal complaint handling 30

11. Additional services which are only available for wholesale articles 30

APPENDIX 32
A1 Overview of CXM requirements (Partner Program Partners only) 32
A2 Country specific logistics targets 33
A3 Authorized carriers 34
A4 Order Quality Requirements (Revision 5, 2022) 36
A5 Content from linked articles 37

3
Definitions
1. Article means the Config SKU sold to the customer via the Zalando International Online
Shops, whether by Zalando or Partner.
2. Connected Retail organizes platform access and provides integration services that
allow Partners to integrate their brick and mortar store(s) with the Zalando International
Online shops.
3. Customer means an end consumer who makes a purchase in the Zalando International
Online Shops.
4. CXM means Customer Experience Model. This is a tool used to monitor Partners’
performance.
5. Merchant means Partner or Zalando Wholesale.
6. Onboarding means the process of integrating a Partner Article in the Zalando
International Online Shops.
7. Partner means a seller in the Zalando Partner Program or Connected Retail which is not
Zalando Wholesale.
8. Partner Program is a sales channel allowing Partners to sell in the Zalando
International Online Shops.
9. Partner Article means an Article sold to the customer via the Zalando International
Online Shops by Partner.
10. Config SKU means the stock keeping unit of a product. This is a unique identifier for
each product and differs between colors.
11. Simple SKU means the stock keeping unit of a product. This is a unique identifier for
each product and differs between sizes.
12. Zalando Fulfillment Solution (ZFS) is a service offered by Zalando giving Partners
access to the logistics network and capabilities of Zalando.
13. Zalando International Online Shops means all the webshops available at
www.zalando.com where Partner Program and/or Connected Retail partners can sell2.
14. Zalando Partner University (ZPU) is a knowledge database where Partners find all the
information they need to sell a product via the Partner Program.
15. Zalando Wholesale means Zalando’s own business of selling goods to the customer.

2
Subject to compliance with point 2 (Partner Program markets).
4
1. General
The Zalando Platform rules determine the terms and conditions on which Partner Articles can
be sold via the Zalando International Online Shops. They are revised and updated at regular
intervals.

The Zalando Platform rules also apply to Partner Program and Connected Retail Partners. Any
discrepancies in the rules that apply between these two types of Partners are specifically
indicated in this document.

2. Partner Program markets

Partners may sell Partner Articles in the following Zalando International Online Shops (some
markets may be excluded for Connected Retail):

Following a country specific profitability assessment, Zalando may reject an Internationalisation

request made by a partner. The assessment will consider forecasted sales potential, operational
costs as well as the customer acquisition potential based on the local relevance of the
respective brand.

Country Web address Business to Customer Terms & Conditions

Austria www.zalando.at https://www.zalando.at/zalando-agb/

Belgium www.zalando.be https://www.zalando.be/zalando-algemene-voorw

aarden/

Croatia www.zalando.hr https://www.zalando.hr/zalando-uvjeti-i-odredbe/

Czechia www.zalando.cz https://www.zalando.cz/obchodni-podminky

Denmark www.zalando.dk https://www.zalando.dk/zalando-handelsbetingels

er/

5
Estonia www.zalando.ee https://www.zalando.ee/zalando-tingimused/

Finland www.zalando.fi https://www.zalando.fi/zalando-yleiset-sopimuseh

dot/

France www.zalando.fr https://www.zalando.fr/zalando-cgv/

Germany www.zalando.de https://www.zalando.de/zalando-agb/

United www.zalando.co.uk https://www.zalando.co.uk/zalando-terms/

Kingdom

Ireland www.zalando.ie https://www.zalando.ie/terms/

Italy www.zalando.it https://www.zalando.it/zalando-cgv/

Latvia www.zalando.lv https://www.zalando.lv/zalando-noteikumi-un-nos

acijumi/

Lithuania www.zalando.lt https://www.zalando.lt/zalando-salygos-ir-nuostat

os/

Luxemburg https://fr.zalando.be https://fr.zalando.be/zalando-cgv/

Netherlands www.zalando.nl https://www.zalando.nl/zalando-algemene-voorw

aarden/

Norway www.zalando.no https://www.zalando.no/generellevilkar/

Poland www.zalando.pl https://www.zalando.pl/zalando-regulamin/

Slovakia www.zalando.sk https://www.zalando.sk/zalando-obchodne-podmi

enky/

6
 Slovenia www.zalando.si https://www.zalando.si/zalando-pravila-in-pogoji/

Spain www.zalando.es https://www.zalando.es/zalando-cgc/

Sweden www.zalando.se https://www.zalando.se/aav/

Switzerland www.zalando.ch https://www.zalando.ch/zalando-agb/

3. Onboarding of Partner Articles

Zalando has a number of qualitative and quantitative requirements that must be met before
Partner Articles can be onboarded. This is done in order to guarantee a unique, superior
customer experience. If any of these requirements are not met, the Partner Article may be
rejected. An overview of the different onboarding guidelines can be found here.

3.1 Connected Retail Stock Feed Integration

Connected Retail offers an Application Programming Interface called Fashion Connector
Importer (FCI). Connected Retail Partners must send its inventory information (e.g. stock,
quantities) periodically and in the compliant format via FCI.

For further information please check: https://docs.partner-solutions.zalan.do/en/index.html

3.2 Which Partner Articles can be sold

The following categories (among others, but not limited to this list and subject to Zalando’s
approval) are generally suitable for sale in the Zalando International Online Shops:

shoes, clothing, accessories, underwear/beachwear, sports apparel, soft toys, consumer

electronics, sports gear, strollers and beauty products.

Once Zalando has approved a category for offering in the Zalando International Online Shops,
Partners are free to pick Partner Articles within this category they would like to sell in the
Zalando International Online Shops, subject to compliance with the onboarding guidelines.

7
3.3 Image and content guidelines
Zalando aims to provide the customer with as many high-quality images as possible in order to
engage customers through products, stories and experiences. With this in mind, Zalando has
created guidelines for images and content that are binding on the Partner when providing
images. For further information, please see the Image and Content Guidelines.

3.4 Specific Guidelines on Beauty, Toys & Electronics

Zalando also has specific guidelines for the categories of beauty, toys and electronics, which are
subject to further requirements. You can consult these guidelines within the Zalando Partner
University by visiting the Mapping Guide.

3.5 Partner Article Rejections and Error Codes

The zDirect Article Listing shows a Partner’s entire product range and the status of each
Partner Article picked for sale via International Online Shops by Partner per country. When a
Partner receives an error code in the onboarding process, the Partner can use that code to
check the reason for rejection and take corrective action to bring the Partner Article in question
live. A listing and descriptions of the reasons for rejection can be found here.

Zalando reserves the right to reject Partner Articles if they do not conform to the strategic and/or
marketing focus of the Zalando International Online Shops, or if they have the potential to harm
Zalando’s reputation (e.g. product categories which do not fit in the assortment).

3.6 Pricing validation

Zalando offers a pricing validation service to help prevent partners from submitting obvious
pricing mistakes (e.g. Articles discounted greater than 80% or incorrect currency submissions)
and incurring major financial losses.

In the event of a pricing anomaly, price submissions will be blocked and the partner will receive
notification via the price validation API or Zalando Partner Care requesting feedback. Partners
may opt out of the service at any time.

8
3.7 Compliance with Zalando’s Sustainability
Requirements & Ethical Guidelines
In order to sell on our platform, all partners are required to meet Zalando’s Sustainability
Requirements & Ethical Guidelines. These include ensuring that all articles and content
provided from the Partner complies with current European standards and legislation and with
the Zalando Ethical Guidelines and Sustainability Requirements as laid out in the following (all
available on Zalando’s corporate website here):

- Zalando’s Code of Conduct

- Zalando’s Product & Content Guidelines

- Animal Welfare Policy

- Sustainable Sourcing Policy

Brands in addition must meet the following minimum Sustainability Requirements and Ethical
Guidelines:

1. Have an own Code of Conduct,

2. Have Tier 1 Supply Chain transparency,
3. Have a responsible person for sustainability in their company. Partners must
share the contact information of this person with Zalando via this link.
4. Complete an annual brand assessment (data will be treated confidentially, more
information here)
5. Potentially setting science-based targets, if required (partners that surpass a
certain threshold of CO2 emissions will be required to set science-based targets
by the end of 2025, more information here.)

Please note that the above applies to brands only. We define brands here as companies who
produce or manufacture their own products (this includes private labels), as opposed to
retailers, distributors or service providers, who only sell third-party brands' products.

All partners are encouraged to offer sustainability assortments that match our criteria (more
information here).

9
3.8 Compliance with Extended Producer
Responsibility (EPR) Regulations
3.8.1 France
Partners selling certain products to customers whose physical delivery address is in France
must have Unique Identification Number(s) (UIN, “Identifiant Unique“) from the French Agency
for ecological transition (ADEME), and be able to provide this number to Zalando on request.
This applies to products in the category of household packaging, electrical and electronic
equipment (EEE), batteries and accumulators, furniture, tires, paper & textiles/shoes, printed
paper products and hazardous substances from households. In addition, the partner must also
provide to Zalando on request its VAT number and the quantities of products covered by EPR
schemes, by category. Should UIN not be provided to Zalando upon request and Zalando thus
have to pay corresponding EPR-fees (“eco-contributions”) for the Partner, Zalando may reclaim
the costs incurred from the Partner.

For further information, see the relevant Zalando Partner University article for Partner Program
and Partner Hub article for Connected Retail.

3.8.2 Germany
Partners selling certain products to customers whose physical delivery address is in Germany
are subject to various regulations on Extended Producer Responsibility (EPR). This applies to
products in the category of household packaging, electrical and electronic equipment (EEE),
batteries and accumulators. Therefore, from 1st July 2022 and on Zalando’s request, Partner
must prove the participation of their packaging in a dual system via a certificate from their
system and provide us with their EPR registration number(s). For electrical equipment and
batteries, the registration number issued by the EAR Foundation (WEEE Reg. No. DE, or Batt
Reg. No. DE) must also be provided on Zalando’s request.

For further information, see the relevant Zalando Partner University article for Partner Program
m and Partner Hub article for Connected Retail.

3.8.3 Austria
Partners selling certain products to customers whose physical delivery address is in Austria are
subject to various regulations on Extended Producer Responsibility (EPR). This applies to
products in the category of household packaging, electrical and electronic equipment (EEE),
batteries and accumulators.

Partners hereby contractually assure that if they place the respective products on the market in
Austria they comply with the requirements of extended product responsibility in accordance with

10
the Austrian Waste Management Act (Abfallwirtschaftsgesetz,AWG; cf. §§ 13a, 13g and 14
AWG).

Specifically, this means (if applicable):

i. Participation in the collection and recovery system for household packaging or for
commercial packaging;
ii. Participation in a collection and recycling system for producers of electrical appliances,
batteries and disposable plastic products; or the individual arrangement of the take-back;
iii. The establishment of a collection point for electrical appliances and batteries and the
return of these at these points free of charge.

Therefore, from 1st January 2023 Partner contractually commits to being compliant with these
laws.

For further information, see the relevant Zalando Partner University article for Partner Program
and Partner Hub article for Connected Retail.

3.9 Product Safety

Zalando’s core premise is to provide consumers with safe, high-quality merchandise. To this
end, all Partner Articles must be delivered to the end customer in grade “A” quality, fit for
purpose and without defects of any kind. Required documents such as test reports, partner
improvement plans etc. must be shared with Zalando upon request.

Partners are required to familiarize themselves with the product safety and product quality
requirements defined in the Quality Assurance Manual for Partner Program. Each Partner must
ensure that this documentation is passed along to all relevant parties within that Partner’s
organization and that the Partner Articles meet the requirements contained in the manual.

The latest version of the Quality Assurance Manual for Partner Program is available here.

4. Article visibility, search and sorting

rules
This section covers how Articles are retrieved and ranked on Zalando’s catalog and search
result pages. On catalog pages, only Articles that are part of the category selected by Customer
are displayed to Customer. On search result pages, the search engine is continuously optimized
to retrieve Articles that have the highest relevance to the search query that has been entered by
Customer. In both cases, only Articles that strictly match the selected filters will be visible. The

11
search engine does not distinguish between different Merchants during retrieval, and it uses
only the Article data provided and historical Customer interaction data.

There are four different ranking modes that can be chosen by the Customer: 1) Popularity, 2)
New in, 3) Sale, 4) Price, ascending / descending.

In all sorting modes, there are fixed slots that are used by Zalando Marketing Services (ZMS)
which offers auctions to uprank selected Articles that are part of a ‘sponsored products’
campaign. On each catalog and search result pages, specific rows are taken by such
‘sponsored products’ and marked as “sponsored”. The rows differ based on Web or App; on
Web, this is rows 1, 6, 12, 18, 24, 28 and 34. On App, this is rows 1, 4, 8,12, 16, 20, 24, 28, 32
and 36.

Zalando continuously improves its rankings and regularly conducts A/B tests in the course of
these activities. During these tests, Customers in the test groups might be exposed to a ranking
that does not strictly follow the methods described in this section.

Zalando ranks the Articles using a machine learning algorithm that learns continuously from
onsite customer interactions how to rank all Articles to optimize the customer experience in the
Zalando International Online Shops. The machine learning algorithm also provides for personal
ranking outcomes differing for individual Customers based on personalised customer
experience data. The algorithm favors Articles that lead to high-quality customer interactions,
such as adding the Article to the cart or purchasing it. As part of this process, the algorithm
factors in the context, such as the search term or the filters the customer has selected, along
with explicit customer preferences and historical customer behavior, such as order history, in
order to optimize the experience for the individual customer context. Apart from the previously
mentioned aspects, the algorithm is amended if sale campaigns are active in order to enhance
the sale specific customer experience.

4.1 Popularity sorting

Articles are sorted into four sections known as “buckets.” Within each distinct bucket the articles
are ranked individually, and the Articles are displayed in this order starting from the top to the
bottom bucket. The buckets are:

1. Top items: Articles that do not fall into any other bucket.
2. Low-visibility Partner items: Articles from Partners that fail to meet the minimum
performance indicator requirements according to CXM (see section 6.6; Appendix A1)
are affected by the “low visibility” consequence. Partners’ CXM performance is driven by,
amongst other things, the timeliness and reliability of delivery, cancellation rate, tracking
coverage or order quality assurance.
3. High-returning items: Articles that are marked as a size offender or have a return rate
that is higher than ~90% of comparable items.

12
 4. Low size availability items: Articles that have a low number of sizes available. Only
active if no sizing preference is available in the context.

If more than one condition is true for an Article, it is put into the lowest-ranked bucket.

4.2 Sale sorting

Articles are sorted into eight buckets. Each bucket is ranked individually, and the Articles are
displayed in this order starting from the top to the bottom bucket. The buckets are:

1. Discounted top items: Discounted Articles that do not fall into any other bucket.
2. Discounted low-visibility Partner items: Partner Articles that are discounted and fail
to meet the minimum performance indicator requirements according to CXM (see section
6.6; Appendix A1) and are thus affected by the “low visibility” consequence. Partners’
CXM performance is driven by, amongst other things, the timeliness and reliability of
delivery, cancellation rate, tracking coverage or order quality assurance.
3. Discounted, high-returning items: Discounted Articles that are marked as a size
offender or have a return rate that is higher than ~90% of comparable items.
4. Discounted items with low size availability: Discounted Articles that have a low
number of sizes available. Only active if no sizing preference is available in the context.
5. Non-discounted top items: Non-discounted Articles that do not fall into any other
bucket.
6. Non-discounted low-visibility Partner items: All non-discounted Partner Articles that
fail to meet the minimum performance indicator requirements according to CXM (see
section 6.6; Appendix A1) and are thus affected by the “low visibility” consequence as
outlined above.
7. Non-discounted, high-returning items: Non-discounted Articles that are marked as a
size offender or have a return rate that is higher than ~90% of comparable items.
8. Non-discounted items with low size availability: Non-discounted Articles that have a
low number of sizes available. Only active if no sizing preference is available in the
context.

If more than one condition is true for an Article, it is put into the lowest-ranked bucket. Each
bucket is ranked using a machine learning algorithm similar to the popularity ranking.

4.3 New-in sorting

An Article is considered new during the first 28 days after its initial activation. In this sorting type,
Articles are put into different buckets according to their age in days and are then ranked within
the buckets using a machine learning algorithm similar to the popularity ranking.

13
4.4 Price ascending / descending sorting
In this variant, Articles are ranked by price in ascending order if ranking by lowest price is
selected and in descending order if ranking by highest price is selected.

4.5 Sponsored Products

Zalando Marketing Services (ZMS) offers additional visibility of Articles in fixed slots (such as on
catalog and search result pages) through a paid auctioning system that also uses context and,
depending on the customers’ privacy settings, personal information.

5. Merchant selection
Merchant selection means choosing a specific designated Merchant for a Simple SKU if the
product is available from multiple Merchants. The selected Merchant is the one permitted to sell
the product in question on the Zalando International Online Shops. Merchant selection takes
place at the level of size, which means that one size of a product can be sold by one Merchant
while another size of the same product is sold by another Merchant.

There are two different modes in which Merchant selection can take place:
- wholesale mode
- price mode (also known as ‘dynamic partner selection’)

In each case, only available offers are considered. An offer can be considered unavailable if
there are missing factors such as price information, stock information, stock itself, or product
information.

If all criteria are applied across a particular mode and there is still a tie among Partners, the
Partner whose name comes first alphabetically is chosen as a fallback mechanism.

5.1 Wholesale mode

In wholesale mode, the designated Merchant is chosen as follows:

1. As long as Zalando Wholesale has stock, then Zalando Wholesale will win the offer.
2. If Zalando wholesale has no stock, then Partners using ZFS will win the offer.
3. If Partners using ZFS have no stock, then the remaining Partners will win the offer.

5.2 Price mode

Price mode is also known as ‘dynamic partner selection’. In price mode, the designated
Merchant is chosen as follows:

14
 1. Merchant Tier: Partners are classified in two tiers based on their CXM performance
reported on the first and fourth working day of the week3(see section 6.6), or their
Cancellation Rate (only Connected Retail Partners4). Partners with a good performance
(in line with the CXM targets as specified in Appendix A1) are placed in the first tier,
together with Zalando Wholesale and pure ZFS partners. The other Partners are placed
in the second tier. Partners from the second tier are only considered if no Merchant from
the first tier offers the product. For partners using both own fulfillment and ZFS in parallel
(“Hybrid Fulfillment partners”):
a. If you have a share of own-fulfilled orders of 70% or higher your tier will be
evaluated based on your CXM Performance. Partners with good performance in
their own-fulfilled orders (in line with the CXM targets as specified in Appendix
A1) are placed in the first tier, while partners with poor performance are placed in
the second tier. The share of own-fulfilled orders is calculated based on the total
orders shipped during the steering period (rolling 7-day period reported on the
first and fourth working day of the week) for CXM performance evaluation.
b. If you have a share of own-fulfilled orders that’s less than 30%, you are placed in
the first tier, together with Zalando Wholesale and pure ZFS partners.

2. Price: If there are multiple Merchants in the same tier, the one offering the absolute
lowest price wins. Zalando can decide to apply the 5% threshold, in which case Partners
not using Zalando Fulfillment Services will need to have a 5% lower price, compared to
Partners using Zalando Fulfillment Services and Zalando Wholesale, to win the offer.

During price mode, if the same product article is also available with Zalando Wholesale or
partners using ZFS, customers will also see an alternate option (apart from the default chosen
merchant) wherein the article will be sold by Zalando wholesale or partners using ZFS.

5.3 Use of modes

Wholesale mode is the default mode in the Zalando International Online Shops. The price mode
can be used flexibly by Zalando in order to adapt the available supply to meet demand, for
example during sale periods.

3
This refers to the first and fourth working day of the week in Germany.
4
Connected Retail uses cancellation rate as the KPI to determine partner participation when pricing mode
is switched on, to guarantee customer satisfaction is not harmed.
15
6. Orders fulfillment
6.1 Order Cancellation
If the Partner cannot fulfill an order, the Partner must inform Zalando via the IT interface.
Zalando will notify the customer and arrange a refund and offer a courtesy voucher if applicable.
Partner’s cancellation rate should not exceed a certain percentage, as specified in Appendix A1.

Should there be a technical price mistake caused by the Partner or the integrator, Zalando will
not accept cancellations. If this does occur, Zalando has the right to get reimbursed for the
courtesy voucher offered to customers.

If after the transmission of an order to the Partner, Zalando detects a risk of fraud, Zalando will
forward this information to the Partner’s customer service department. The Partner should then
cancel the order if still possible to do so. Such cancellations should be communicated to
Zalando’s Partner Care or Success Manager, for exclusion from the Partner’s cancellation rate.

Similarly, a cancellation for another reason than the Partner Article being out of stock should be
communicated to Zalando’s performance manager, to be considered for exclusion from the
Partner’s cancellation rate if applicable.

6.2 Logistics
6.2.1 Authorized carriers
Last mile delivery and pick-up of returns must be performed by one of the logistics companies
listed in Appendix A3. Partners are otherwise free in their choice of logistic set-up to inject the
delivery parcels in the chosen last mile carrier network.

6.2.2 Authorized warehouse/stock locations

Partners must fulfill all orders for sales on an EU Partner Program market from an EU
warehouse or stock location. It is prohibited to ship to customers on an EU Partner Program
market from outside the EU.

6.2.3 Shipment confirmation and tracking

As soon as a parcel has been shipped, the Partner must notify Zalando via their IT interface.
This shipping notification must take place within 12 hours after shipping, and include both:
- the delivery tracking number of the shipping parcel

16
 - the return tracking number of the return label inserted in the shipping parcel.

The share of shipment confirmations including both the delivery and return tracking number
must remain above a minimum threshold as specified in Appendix A1.

If Zalando does not receive the shipping notification within seven days after the Partner has
been notified of the order, Zalando is entitled to cancel the order without this giving rise to any
claims by the Partner against the customer or Zalando. Should this happen, such cancellations
will be counted in the partner cancellation rate.

6.2.4 Delivery time

Delivery performance is measured via the KPI Delivery On Target (DoT).
- Orders delivered end to end by the Partner must be delivered to customers within the
country-specific target number of working days, counted from the export of the order to
the Partner until the first delivery attempt (home delivery) or delivery at the pick-up point.
- Orders delivered via Zalando Shipping Solutions (ZSS) must be delivered to the
Outbound Parcel Sorting Center (OPSC) within the target number of working days,
counted from the export of the order to the Partner.

The minimum achievement thresholds and related target number of days are specified in
Appendix A1 and Appendix A2.

6.2.5 Reimbursement time

Return performance is measured via the KPI Reimbursement On Target (RoT).
- Returns managed end-to-end by the Partner must be processed within the
country-specific target number of working days, counted from the parcel pick-up by the
carrier until Zalando receives the return confirmation from the Partner.
- Returns delivered to the Partner warehouse via Zalando Shipping Solutions (ZSS) must
be processed by the Partner within the target number of working days, counted from the
delivery of the parcel to the Partner warehouse. This does not apply to partners
integrated via Tradebyte, for which the whole return processing is managed by Zalando.
- Returns processed end-to-end by Zalando Return Solutions (ZRS) are excluded from
reimbursement time.

The minimum achievement thresholds and related target number of days are specified in
Appendix A1 and Appendix A2.

17
6.2.6 Forward address for wrongly returned articles
As specified in the Partner Agreement (section 5.3), if the customer returns to a Partner a
non-Partner article, or a Partner article belonging to another Partner, the receiving Partner must
forward the wrongly returned articles to the following addresses specified by Zalando on the
zPU.

6.2.7 100-day return policy

As specified in the Partner Agreement (section 4.1), the sales contract between Customer on
the one hand and Zalando and Partners on the other hand, is based on the General Terms and
Conditions of the respective Zalando International Online Shop. As such, Partners must comply
to the specified return policy of
- 30 days for orders shipped to Switzerland and Austria, Czech Republic & Ireland
- 100 days for all other markets

The days are counted from (i) the date the customer receives the article, until (ii) the date the
customer sends back the returned article, not the date when the parcel is physically received by
the Partner. In case of dispute around this count, Zalando will refer to the timestamps provided
by the carriers:
- (i) date of actual delivery to the customer by the delivery carrier (in case of delivery to a
pick-up point: date when the customer picked-up the parcel)
- (ii) date of pick-up of the return parcel by the return carrier

6.3 Customer Care

Zalando’s customer service team (Zalando Customer Care or CuCa) will handle any customer
inquiries. If a customer contacts the Partner, the Partner is required to redirect the customer
request to Zalando Customer Care. If a customer requests information that the Zalando
Customer Care does not have and cannot access (e.g. status of Partner returns), Zalando
Customer Care will contact the Partner’s customer service.

Partners are required to have at least one customer service representative available from 9 a.m.
to 8 p.m., Monday through Saturday, via phone and email. All written inquiries should be
responded to within 24 hours.

Partners are committed to provide Zalando with at least one escalation contact for Zalando
Customer Care (contact person’s email and phone number). Partners are responsible for
ensuring that the escalation contact is known and up to date on Zalando’s side.

Upon request, the Partner’s customer service team must issue a new return label or an invoice
in order to process customer requests. Invoices must be made available upon request for a
minimum time period of one year, counting from the order date. No further information than the
18
order number will be provided by Zalando Customer Service for such requests. Please note that
Zalando is not positioned to support Partners with tax advice.

Zalando monitors the volume of CuCa contacts generated by the Partner orders in regard to the
average volume of contacts generated in the Zalando International Online Shops, and can take
action accordingly (see section 6.5).

6.4 Manual Refund

Zalando wants to ensure that we meet our Customer promises and adhere towards our
obligations to the Customers. This involves compensating Customers in the events of
- not receiving their order,
- not receiving the refunds for their returns,
- product reclamations.

Manual Refunds are reimbursements that Zalando grants to Customers in case of justified
complaints (logistic related or article complaints). In case these complaints are related to the
delivery or return of Partner Articles fulfilled by a Partner with their own fulfilment and contract,
Zalando is entitled to reimburse Customers on behalf of the Partner since (partial) loss and/or
damage to Partner Articles during transportation to/from Customer lies within the liability of the
Partner (see liability clause in Partner Agreement).

The manual refund amounts are deducted from the Partner invoice. "Partners that operate
under Single Seller-Business-Model will receive a detailed invoice about orders, returns and
return-related manual refunds together with their monthly payouts."
Before issuing manual refunds to our customers, Zalando is conducting a number of validations
to ensure we protect Zalando and our partners’ interests. In particular, we apply the following
procedures:

● Review of the order status based on available tracking information and advising
customers for patience where the delivery/return requires operational time for the
logistics handling to be completed.
● Customer screening facilitated by a machine learning technology that takes into account
different factors from the Customer shopping history
● Continuous monitoring of fraud behaviour in order to respond to any new appearing
trends and applying fraud countermeasures in real time.

In the case of deliveries, whether it is a completely missing parcel or missing items, Zalando will
check all available tracking information and reach out to the Partner if any clarification is
required. If no response is provided by the partner within the established inquiries response time
described in article 6.3 Customer care, Zalando reserves the right to make a decision to
reimburse the Customer on the Partner’s behalf. In case of any doubt Zalando would apply its
19
standard fraud countermeasures and, if necessary, request a written confirmation from the
Customer and forward it to the Partner.

In case of returns, whether it is a completely missing return or Customer complaint about only
partial refund, Zalando will check all available tracking information and reach out to the Partner
if any clarification is required. If no response is provided by the partner within the established
inquiries response time described in article 6.3 Customer care, Zalando reserves the right to
make a decision to reimburse the Customer on the Partner’s behalf. In case of any doubt
Zalando would apply its standard fraud countermeasures and, if necessary, request a written
confirmation from the Customer and forward it to the Partner.

In the event of returns by the customer to the partner that are the subject of a reclamation, the
partner must book the products as a regular return. Zalando will reimburse the customer for the
costs and the Partner will be informed upfront that they will receive the faulty item back. In
accordance with European consumer law, Partner bears the burden of proof to have delivered
an accurate product within the reclamation period of one year. Should the partner not book the
products as returned, Zalando has the right to trigger a manual refund, which will be later
charged to the partner.
Please note that logistic related Manual Refunds in this section only apply to Partners with their
own fulfilment (ZFS, ZRS, ZSS are excluded) and contract with the carrier (Connected Retail
Umbrella and DHL-Nummernkreis contracts are excluded).

6.5 Order quality

The Partner is required to meet the order quality requirements listed in Appendix A4.
These requirements are focusing on the delivery documentation and delivery experience (of
which delivery note, invoice, shipping label, working tracking links, delivery by a compliant
carrier), packaging, and return experience (of which accurate return instructions, working return
labels, correct return tracking numbers, return by a compliant carrier).

Zalando is entitled to place a test-order at any point of time to validate the Partner compliance
with these requirements. If non-compliance is identified, a dedicated test-order report will be
issued to notify the Partner of the findings, related consequences (see below), necessary
corrective actions, and deadline for correction.

The requirements are split into two categories - Blockers and Downsorters, depending on the
gravity and consequences of non-compliance, as indicated in the table below.

New sales channels Existing live sales channels (Zalando

(Zalando international international online shops)
online shops)

Blocker Go-live suspended - Immediate low visibility

20
 requirements - Deactivation if not fixed within one month

Downsorter Low visibility if not fixed - Immediate low visibility

requirements within one month

No consequences will be applied before the related test-order report is sent to the Partner.

To revert the consequences resulting from such non-compliance, the Partner is required to
notify Zalando of the issue resolution and request a follow-up test-order. Once the new check
confirms the correction of the finding(s), any previous consequences will be immediately
reverted.

Early signs of non-compliance to the order quality requirements can be proactively identified by
the Partner by monitoring the CuCa Contact Rate. Please refer to the ZPU for more information.

6.6 Customer Experience Model (CXM)

The CXM is a monitoring tool measuring Partners’ performance against a set of KPIs
representative of the customer experience on Zalando:
- CXM applies to all Partner’s dropship sales channels live on Zalando.
- CXM does not apply to Connected Retail Partners and ZFS sales channels. For
Connected Retail partners, please refer to the Partner Agreement (section 2 “Customer
Experience Model for CONNECTED RETAIL PARTNERS”).

Failure to comply with the minimum requirements (“CXM target”) listed in Appendix A1 on any
KPI in a country results in a temporary exclusion from Price Mode (when activated) or lower
visibility. Deactivation is considered where the Deactivation risk / Deactivation threshold is
triggered in line with Appendix 1 with regard to Partner Articles in this country.

Changes to any CXM rules, KPIs or targets are communicated to Partners upfront via a
dedicated newsletter. A grace period is always included to allow Partners to familiarize
themselves with new or changed KPIs or targets.

Any operational incident impacting the monitored KPI should be reported via the form provided
for this purpose. Depending on the matter’s nature (one-time vs recurring) and impact, CXM
consequences may be mitigated accordingly.

Detailed explanations and introductory videos about the CXM KPIs and performance review
process are available on the Zalando Partner University, in section Customer satisfaction and
CXM.

21
6.7 Processing costs
Zalando is entitled to charge the Customer additional costs incurred for the processing of a
purchase (e.g. should this be below a minimum order value), which Zalando alone can
determine at its discretion (billiges Ermessen) and benefit.

7. Offboarding of Partner Articles

7.1 Offboarding of Articles
Both Zalando and the Partner are entitled to take offline or lower the visibility of individual or all
Partner Articles that are offered for sale. When making such a decision, Zalando and the
Partner will consider whether any of the following are true:

1. Zalando’s SLA has not been complied with as outlined in the CXM model.
2. Partner Articles are not from the current season or not within the Never Out of Stock
(NOS) range.
3. Partner Articles violate mandatory laws, infringe third-party rights (trademark or copyright
or other IP rights) or violate rules of unfair competition law and/or mandatory laws related
to pricing
4. The presentation of the Partner Article does not comply with the Zalando Image and
Content Guidelines as outlined in chapter 3.
5. The sale of the Partner Article does not conform to the strategic and/or marketing focus
of the Zalando International Online Shops (including product group and/or brand focus).
6. The Partner Article has the potential to harm Zalando’s reputation or adversely affect the
customer experience (e.g. offensive or controversial content).
7. Partner Articles are sold within an exclusive or selective distribution system established
by a brand or manufacturer, and the Partner is not authorized to sell these articles.

7.2 Worst size offender process

Zalando regularly checks Articles for sizing consistency based on customer return feedback and
manual fitting. Partner Articles that have a relatively high return rate due to ‘size too small’ or
‘size too big’ will be flagged and downsorted or even removed from the assortment to ensure a
good sizing customer experience. Partner will be informed if a Partner Article is flagged as a
“size offender”.

22
7.3 Mirror season
The Partner Program allows Partners to sell its remaining old seasonal Partner Articles in the
Zalando International Online Shops for one year beyond the initial season switch if Zalando’s
defined stock and discount requirements are fulfilled. These mirror season Partner Articles are
regularly checked to see if they meet these stock and discount requirements and are activated
or deactivated on this basis. By the end of the one-year mirror season, all these old seasonal
Partner Articles are automatically offboarded.

8. Seasonality, tagging and retagging

rules
8.1 Seasonality
Seasonality is defined by the process of Zalando transitioning the product range from one
season to the next. It includes the regular season changes as defined by the periods below and
the Article onboarding and offboarding processes that accompany them.

Zalando seasonality consists of two main seasons:

- Spring Summer (SS), active from November 1 to August 31 of each year, and
- Autumn Winter (AW), active from May 1 to February 28 of each year.

Partners are responsible for defining the seasonality of their product range. At the Partner
Article level, an initial season must be assigned during the onboarding process. This can later
be updated through the season retagging process.

Partners must choose between two possible season options for each Partner Article according
to the correct seasonality, as in their own shop:

● Range-specific seasons: the spring-summer (SS) and autumn-winter (AW) season

● Never Out of Stock season: An NOS Article is a Config SKU that is sold all year round, is
not specific to a season, and is constantly replenishable, indicated by a very high
average Article availability rate.

Articles with an NOS season are online throughout the year and not affected by the
end-of-season offboarding process (see chapter 7 on offboarding of Partner Articles). Partner
Articles assigned an SS or AW season are deactivated by the end of the respective seasons.

23
8.2 Article season retagging
Season retagging is the process by which Partners can update their Partner Articles’ seasonal
designation in order to both guarantee the freshness of the Zalando and Partner product range
and ensure a clean, uncluttered shopping experience for customers. The retagging process is a
recurring process which takes place every two to three weeks. Specific dates are noted in the
Zalando Partner University.

To ensure we optimize the assortment we offer on the platform and create a trustworthy
shopping experience for our shared customers; there is a minimum availability threshold
retagging criteria for seasonal and year round basics articles, therefore only articles with high
availability can be retagged to the current season. This applies to all articles that are requested
to be retagged to the current season.

For more detailed information about season retagging and offboarding dates, please refer to the
Zalando Partner University article on this topic, titled Seasonality.

8.3 Retagging of Articles unique to Partners

Partners can ask to update a Partner Article for NOS Articles or carryover Articles for the
coming season. Other Articles cannot be retagged.

A carryover Article is a seasonal Article that a Partner decides to carry over from the previous
year’s season and sell again in the coming season.

Zalando reserves the right to refuse retagging based on previous performance (for example,
sales) or product range concerns (e.g., if the Articles are inappropriate for the coming season or
are not “basic items” – for example if they have patterns, prints or colors).

8.4 Retagging of Zalando Wholesale backfilling

articles
Backfill Articles are onboarded by Zalando Wholesale and sold by Partners when Zalando runs
out of stock.

The retagging of backfill Articles is ultimately decided upon by the Zalando Wholesale team and
is based on whether Zalando Wholesale still has old seasonal stock of the Article and whether
they have placed a purchase order for the Article for the coming season.

24
9. Data Access
The data access section is split between Partner Program and Connected Retail.

9.1 Partner Program

9.1.1 Personal Data
Partners have access to personal data of Customers to be used when a Customer purchases
Partner Articles. Data access is limited to the extent necessary to fulfill the purchase contract,
i.e., to issue invoices, make shipping arrangements and take care of returns and complaints.
Personal data involves the Customer name and shipping/invoicing address along with data
contained in the order itself (such as shoe or clothing sizes).

In addition to having access to Customer’s personal data as mentioned above, Zalando has
access to Customers’ payment information. Zalando also receives data about the status of any
order, e.g., timestamps for shipping and return from the Partner.

In addition, Zalando has access to data on the Customer’s behavior while on Zalando sites. This
includes purchases from Zalando, the Partner and any other partners as well as other on-site
behavior like product detail page views, Articles added to the wish list and shopping cart, etc.
For full details regarding the personal data to which Zalando has access, please see our Privacy
Policy.

Zalando also collects personal data of its Partners’ contacts. These data may include names,
email addresses and company names.

9.1.2 Other Data

9.1.2.1 Data Access for Partners

Zalando provides different tools for Partners in order to analyse their performance and success
in the Zalando International Online Shops.

zDirect
zDirect is a Partner-facing portal that is offered to Partners to manage their Partner Program
business on Zalando. All Partners have free access to zDirect, which provides aggregated
insight into key performance indicators such as the following:

● Sold Items before return

● Expected return rate
● Unique PDP views

25
 ● Add to basket
● Conversion rate
● First date on offer for an article
● Days on offer
● Week on week sales benchmark
● Cancelation rate
● Tracking coverage
● Delivery on Time rate
● Reimbursement on Time rate
● Top 10 search keywords to arrive on partners products
● New and returning customer counts
● In case of advertising: sponsored product advertisement related attributed
performance metrics broken down by article, market, ad location and time

Partners can also use zDirect to access their entity-related data, including commissions, all
Partner Articles onboarded, order-related data, sales-related data such as NMV and returns,
on-site data on Zalando apps and website, post-delivery customer experience data and scores
like delivery time and reimbursement time, along with ZFS (Zalando Fulfillment Services) reports
where applicable.

ZMS Insights
ZMS Insights is a tool provided by Zalando Marketing Services GmbH that is intended to give
Partners aggregated insight into key performance indicators such as GMV, Config SKU insight,
product detail page insight and insight into the Partner’s customers (age, gender preference).
This chart presents an exhaustive list of available metrics:

26
The tool offers the option to benchmark the Partner’s performance against that of an
anonymous peer group on an aggregated level without disclosing individual data. The peer
group consists of a relevant selection of other Partners offering a comparable range of products
in the Zalando International Online Shops. This option is limited to the data sets shown in the
“Executive Dashboard,” “Performance” and “Customer” segments.

The ZMS Insights tool is available free of charge to Partners who are also customers of Zalando
Marketing Services GmbH as well as selected Partners of Zalando.

ZMS AdManager
The ZMS Ad Manager is the Advertising module within zDirect which allows users to create and
manage their marketing campaigns for their Partner Program business on Zalando.

The charts below provide an overview of available metrics (with break down options by market,
article, ad location or time):

27
CXM Performance
The Partner can access their daily visibility and KPI performance (delivery & return
performance, tracking coverage, and latest Order Quality Assurance result if applicable) via
Customer Experience Model tab within the Orders Module on zDirect.

9.1.2.2 Data access for Zalando

Zalando uses the same set of data to provide all the tools and reports discussed above.
Zalando can also use the personal data to which it has access (see section 9.1.1) to glean
insight at the Config SKU level in relation to aspects such as product gender preference and
more.

Within Zalando, Category Management has access to limited and selected KPIs on Partners’
business in the Partner Program. Category Management is tasked with supporting Partners in
planning and steering the Partner Program business, optimizing operations and providing a
holistic offering to the customer. Data access is limited to the scope necessary to achieve these
aims in practice.

9.1.3 Data Sharing with Third Parties

Zalando shares data only where necessary in order to provide the Zalando International Online
Shops. The third parties with which data are shared may include providers of technical services
such as cloud storage and integrators that are engaged by Partners in order to integrate with
the Zalando International Online Shops.

Zalando shares these types of information with Zalando Marketing Services GmbH in order to
provide the ZMS Insights tool.

9.2 Connected Retail

9.2.1 Personal Data
Connected Retail Partners have access to personal data to the same extent as Partner
Program Partners. Please refer to 9.1.1 for details.

9.2.2 Other Data

9.2.2.1 Data access for Partners

Zalando provides different options for Partners to access data in order to analyze their
performance and success in the Zalando International Online Shops.

28
Sales reports
All Partners can receive upon request a free daily and monthly sales report that includes sales
data (e.g., order date, order number, EAN, price, order status (returned, canceled), tracking
number) for the day in question and cumulative sales for the month.

Connected Retail tool

In addition to the sales reports, all Partners have free access to the Connected Retail tool,
which allows each Partner to access more statistics, including sales totals before and after
cancellation, average completion time, cancellation rate, average basket value, value of returns,
reaction and received versus completed orders. Invoices are provided for each order fulfilled
and credit notes for orders with a processed return.

Management Tool
Order data, Inventory Data, high return article data and store specific data.

Order Events API

All Partners can set up a webhook to receive order notifications on the order state changes.
This can contain information such as:

● order information: order id, order number, order state

● store information: store id
● order lines: ean, price, currency, article number, article location, return reason
● delivery details: delivery tracking number, delivery carrier name, return tracking number,
return carrier name
● customer billing address: firstname, last name, address, zip code, city, country code.

More details can be found here.

ZMS Insights
Partners can also gain access to ZMS Insights if certain conditions are met. For details, please
refer to 9.1.2.1 (“ZMS Insights”).

ZMS AdManager
Partners can also gain access to ZMS Advertising Module if certain conditions are met. For
details, please refer to 9.1.2.1 (“ZMS AdManager”).

9.2.2.2 Data access for Zalando

Zalando has access to all of the metrics mentioned above. Zalando compiles statistics based
on these data and is happy to provide these statistics to Partners upon request.

29
9.2.3 Data sharing with third parties
Connected Retail shares data with third parties to the same extent as the Partner Program. For
details, please refer to 9.1.3.

10. Internal complaint handling

Zalando’s Partner care team is responsible for handling all Partner inquiries and complaints.
Partners are welcome to submit any issue via the central Partner care support email:
[email protected] (for Partner Program) and [email protected] (for Connected
Retail).

Additionally, Partner Program Partners are provided with a Zalando Partner University (ZPU)
account login before beginning their integration process. Once logged in to the ZPU knowledge
base, Partners have the option to either chat with an expert from the Partner care support team
or contact Zalando via the request form to submit the issue.

To submit an official complaint, Partner Program Partners must use the form on this page on the
zPU. Connected Retail Partners must use the form on this page.

When a Partner contacts us via any of the channels mentioned above (email, ZPU chat, ZPU
contact form), the Partner care team issues an initial response to all written Partner inquiries
within 24 hours, Monday through Friday from 9 a.m. to 5:30 p.m.

Any disputes that may arise can be settled out of court with one of these external mediators .

11. Additional services which are only

available for wholesale articles
When purchasing a product from Zalando Wholesale, the consumer can choose the Express
delivery option. This option is not currently available for Partner Program Articles.

Zalando Plus allows consumers to access a variety of services. This option is not currently
available for Partner Program products.

12. Distribution channels

www.zalando.com is offered via Web and app. Partner Articles will not be offered via other
distribution channels.

30
Zalando Partners are free to offer their goods subject to different terms and conditions on other
platforms.

31
APPENDIX
A1 Overview of CXM requirements (Partner Program
Partners only)
- CXM target= Low Visibility & Price Mode exclusion threshold
- DR/D = Deactivation risk or Deactivation threshold
- See table A2 for the country-specific logistics targets for the KPIs DoT & RoT
- CCD: Minimum average quarterly score o f 97% on the DoT for all Zalando online shop
across the CXM KPI DoT

KPI Section Short Description CXM target DR/D

Cancellation Rate 6.1 Share of articles cancelled by Partner >1% >1.2%

Tracking coverage 6.2.3 Share of shipment confirmations including <98% <95%

both delivery and return tracking numbers

DoT - non ZSS 6.2.4 Share of orders delivered within the country <95% <90%
delivery target number of working days

DoT - ZSS delivery 6.2.4 Share of orders delivered to the OPSC <95% <90%
within 2 working days

RoT - non ZSS 6.2.5 Share of returns processed within the <95% <90%
return country target number of working days

RoT - ZSS return5 6.2.5 Share of returns processed within 2 <95% <90%
working days after delivery to the partner

Order Quality 6.5 Compliance to requirements listed in A4 See 6.5 and A4

5
Not applicable to partners using ZSS for returns and integrated via Tradebyte.
32
A2 Country specific logistics targets
WD = Working Days = all weekdays except Sundays and national public holidays

Shop Delivery time in WD Return processing time in WD Saturday excluded

AT 5 8 no

BE 5 8 no

CH 5 9 no

CZ 5 8 no

DE 4 8 no

DK 5 8 yes

ES 6 8 yes

FI 7 10 yes

FR 6 8 no

UK 7 12 no

IE 7 10 yes

IT 5 8 yes

NL 4 8 no

NO 6 12 yes

PL 5 8 yes

SE 6 8 yes

SK 5 8 yes

SI 5 8 yes

HR 5 8 yes

LT 5 8 yes

LV 5 8 yes

EE 5 8 yes

HU 5 8 yes

33
 RO 5 8 yes

A3 Authorized carriers
The authorized carriers listed below are the Last Mile Carriers (LMC) approved for each shop
country. LMCs are the carriers directly interacting with the end customer (delivery to home or
pick-up point shops, for returns our customers can bring their returns to LMC drop-off points).
For example, a partner with a delivery warehouse sending from Austria can use PostAT sending
to Germany, because PostAT hands over the deliveries and picks up returns in Germany via
DHL Paket’s network.

Local carriers usually work with international networks as their Last Mile Carriers. Kindly reach
out to your local carrier if they work with any of the approved LMCs below.

Carriers marked in red have restrictions. See comment section for more details.
(1) For DHL, only DHL Parcel (Paket) and DHL International are approved; DHL express and
DHL Economy Select are not approved
(2) Poland, Czech Republic, Lithuania, Latvia, Estonia, Slovakia, Slovenia, Croatia, Hungary,
and Romania are currently available only through Zalando Fulfillment Solutions for new
internationalizations
(3) Luxembourg is served via the Zalando.be website.

Last mile Authorized for Delivery options

Shop country Comment
carrier Delivery Return Mandatory Optional
DHL (1) x x Home -
Hermes x x Home PuP Only DHL and Hermes return
Germany labels can be offered to
DPD x - Home - customers in Germany
GLS x - Home -
Switzerland Post CH x x Home PuP
Post AT x x Home PuP Only Post AT return labels can be
Austria
DPD x - Home - offered to customers in Austria

Post NL x x Home PuP

Only PostNL or DHL return labels
The
DHL (1) x x Home - can be offered to customers in
Netherlands
the Netherlands
DPD x - Home -
BPost x x Home PuP
Only BPost return labels can be
Belgium UPS x - Home -
offered to customers in Belgium

34
 DPD x - Home -
Colissimo x x Home PuP
Chronopost x x Home PuP Only Colissimo and Chronopost
France return labels can be offered to
Colis Prive x - Home - customers in France
UPS x - Home -
United Evri (formerly
x x Home PuP
Kingdom Hermes)
Returns possible via An Post
DHL / AnPost
x x Home - Post branches by using normal
Ireland (1)
DHL or AnPost return labels
Fastway x x Home PuP
Sweden PostNord x x PuP Home**
Home +
PostNord x x -
PuP
Denmark Only PostNord return labels can
Home + be offered to customers in
Bring x x* -
PuP Denmark Finland, Norway, and
Finland PostNord x x PuP Home Sweden*

Norway PostNord x x PuP Home

DHL (1) x x Home PuP Only DHL return labels can be

Poland (2)
DPD x - Home - offered to customers in Poland

SDA (Poste - SDA is the only carrier

x x Home PuP
Italiane) authorized for returns in Italy for
new internationalizations
Italy UPS x - Home -
- Partners previously integrated
with UPS for returns are
Bartolini x - Home -
authorized to keep this set-up
Celeritas x - Home PuP
Correos x - Home - - Returns in Spain are managed
Spain directly by Zalando through
Seur x - Home - Zalando Return Solution (ZRS)
DHL ES x - Home -

Czech PPL x x Home -

Republic (2) Ceska Posta x x Home -
Lithuania (2) Itella (Posti) x x Home PuP
Latvia (2) Itella (Posti) x x Home PuP
Estonia (2) Itella (Posti) x x Home PuP
Slovakia (2) Slovak Post x x Home -

35
Slovenia (2) Slovenia Post x x Home -
Croatia (2) Croatia Post x x Home -
Romania FAN Courier x x Home -
Hungary GLS x x Home -
*only applies to Connected Retail
**Excluded for Connected Retail

Zalando’s aim here is to make sure that the customer-facing carrier (last-mile carrier) for
deliveries and returns is in line with our matrix. Zalando is not interested in the line haul setup.
For further information, please reach out to the respective carrier directly.
Zalando is entitled to nominate other logistics providers and update this carrier list at its
discretion and with 16 weeks’ advance notice.

A4 Order Quality Requirements (Revision 5, 2022)

All partners are required to comply with the following order quality requirements which are
classified into blockers and downsorters according to their impact on customer experience.

Requirement Commodity Group Category Blocker Downsorter

Zalando order number must be All Delivery
present & correct. ALL Documents x
Zalando FAQ link must be present &
correct (customer care contact
details, e. g. hotlines,
email addresses, availability hours All Delivery
shall not be used). ALL Documents x
Zalando bank information must be All Delivery
correct. ALL Documents x
Delivery documents must be written ALL All Delivery x
in the correct and consistent Documents
language.
Gender-specific salutation shall not ALL All Delivery
be used in the documentation Documents
x
included in the parcel and shall not be
used on the carrier labels.
Delivery documents must be provided
in undamaged, clean and proper All Delivery
condition. ALL Documents x

36
Return instructions must be present,
correct & complete. ALL Return Note x
Article information must be ALL Return Note
pre-printed (e. g. article number, x
article name, size, color, etc.).
Return label must be present & ALL Return Label x
correct.
Outer packaging must be a cardboard Hats, glasses, Packaging x
box (= NOT a plastic or a paper bag). watches, jewelry,
hanging garment,
beauty, multiple
shoes in shoeboxes
Price on the article hang tag must be ALL Article x
in line with the Zalando shop price
and the delivery documents.
Customer name and address must be ALL Shipping Label x
printed correctly and completely (incl.
c/o information).
Call-for-action advertisements shall ALL Advertisement x
not be used / included in the parcel.
Working delivery tracking link must be ALL Outbound x
provided to the customer. Tracking Link
Correct return tracking number must ALL Return x
be provided to the customer and to Tracking
Zalando. Number
Partner must cooperate with the ALL Carrier x
Zalando approved logistics providers
for outbound and return.

A5 Content from linked articles

All the content from the linked articles in these platform rules can be found in a folder at this link
in downloadable PDF.

Zalando SE Vorstand: Robert Gentz, David Schneider Postanschrift:

Valeska-Gert-Straße 5 (beide Co-Vorstandsvorsitzende), Dr. Astrid Arndt, Zalando SE
D-10243 Berlin James Freeman II, David Schröder 11501 Berlin

Vorsitzende des Aufsichtsrates:

E.: [email protected] Cristina Stenbeck
T.: +49 (0) 30 20 00 88 400
F.: +49 (0) 30 275 94 693 Umsatzsteuer-ID: DE 260543043

corporate.zalando.de Eingetragen beim Amtsgericht

jobs.zalando.de Berlin Charlottenburg, HRB 158855 B
Sitz der Gesellschaft: Berlin

37
38