September 24, 2025, 9:46 am | Read time: 2 minutes
The fashion retailer Zalando is tightening its approach to frequent returns. After reports of account suspensions caused uncertainty in spring 2025, the company has now published official rules. Customers can now better understand when they might face restrictions or even a ban on orders.
Online orders can be returned within 14 days by law, and many retailers offer longer periods. Zalando long offered a 100-day return policy and free returns. The downside: According to the company, the return rate is around 50 percent.
Since clothing often doesn’t fit, there are particularly many returns. The associated transport and storage costs significantly burden the company. In spring 2025, Zalando responded by reducing the return policy to 30 days and taking initial steps against customers who return a particularly high number of items.
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Keine Kreditkarte verfügbar, Girocard gegen regelmäßige GebührWarnings of Possible Suspensions
Zalando still does not specify an exact threshold for “too many returns” on its website. However, it is clear that a suspension does not occur without warning. Customers who have returned a particularly high number of items in a short period first receive an email alerting them to their behavior.
If the number of returns remains high despite the warning, certain functions in the customer account may be restricted. The specific restrictions are not detailed. Only if this also proves ineffective does the actual suspension occur.
Consequences of Further Misconduct
In the most severe case, Zalando suspends a customer account for twelve months. During this period, returns can still be processed, but new orders are not possible. According to the company, this action affects only a very small portion of the customer base.
Read also: Zalando significantly shortens return period! What customers need to know in the future
At the same time, Zalando is increasingly relying on technical tools to avoid returns. These include product videos, 360-degree images, augmented reality fittings, and more detailed descriptions. This is intended to help customers make the right choice more easily, reducing the need for returns in the future.