When you sell products as an external partner on the Zalando Marketplace, you have two options. You can outsource the entire logistics flow to Zalando via Zalando Fulfilment Services, or you can manage fulfilment yourself. This second option is called Partner Fulfilment. If you choose Partner Fulfilment, you must comply with Zalando’s logistics requirements. In this article you will learn exactly what these requirements are and how to meet them.
What is Zalando Partner Fulfilment
Under Partner Fulfilment you manage your own inventory, shipping and returns. You ship orders directly from your own warehouse to the customer. Zalando serves as your sales channel: you showcase your products, reach more customers and optionally run ads, while handling the operational flow yourself.
Zalando’s Logistics Requirements for Partner Fulfilment
If you manage your own logistics, you must meet five categories of requirements:
- you must sign the Zalando Delivery Service Level Agreement
- you must use a Zalando approved last mile carrier
- you must follow all packaging requirements
- you must include the required delivery documents
- you must offer free shipping and free returns within one hundred days
Zalando Delivery Service Level Agreement (SLA)
The SLA contains all service standards regarding delivery times, return handling and customer service. With the SLA, Zalando ensures customers always receive the same high level of service, regardless of whether the order comes from Zalando or a partner.
- Customer Service: you must: respond to any written request within twenty-four hours, including requests coming in via Zalando Customer Care and have at least one support agent available Monday through Saturday from 09:00 to 20:00 for phone and email
- Delivery Time: You must meet Zalando’s delivery time standards for the country you ship to. For the Netherlands and Germany, for example, the standard is two to four working days.
- Return Handling: All returns must be processed within fourteen days after the customer ships them back.
Customer Experience Model (CXM)
To monitor customer satisfaction and service levels, Zalando uses the Customer Experience Model. Your CXM score determines your visibility and your continued eligibility as a seller.
What Zalando monitors
Shipping confirmation
Once a parcel has been shipped you must notify Zalando via the IT interface within twelve hours. If Zalando does not receive a shipping confirmation within seven days after the order notification, they may cancel the order. Too many cancellations will negatively impact your CXM score.
Cross-border deliveries
If you ship from one country to another you may choose your own carrier for the first part of the journey. For the last mile, however, you must use a Zalando approved carrier in the destination country.
Parcel tracking
Every shipment must include a parcel slip, return label and return ticket. All tracking IDs must be transmitted to Zalando digitally before the parcel reaches the customer.
Delivery on Target
Zalando measures how many of your orders are delivered on time. “On time” is defined by the delivery window specified in the SLA for that country.
Cancellations
Both customer initiated and partner initiated cancellations count toward your performance. Your cancellation rate must remain within the SLA limits.
Customer service interactions
Zalando Customer Care handles most inquiries. When they need more information they will contact you. The number of customer service interactions for your products must not exceed the platform average by too much.
Packaging Requirements
All shipments must follow Zalando’s packaging rules.
General packaging requirements
- each item must be packed separately
- clothing and accessories must be packed in a transparent polybag
- shoes must be shipped in a shoebox
- each package must clearly display the article number, EAN or GTIN, colour code or description, and EU size
- all labels must be visible without opening the packaging
Polybag requirements
- the bag must be intact and undamaged
- the product must be fully covered
- for outerwear the bag must cover the full length of the garment
- the opening may not be wide enough to expose the product
Delivery documents
Each shipment must include the following documents:
- a delivery note listing the product type and quantity
- a return form where customers can mark returned items and provide a reason
- a return flyer explaining how to return items and when they receive their refund
- a prepaid return label
Adding an invoice is optional. If you include one, it must comply with the invoicing rules of the destination country.
Zalando approved carriers
Per country Zalando mandates specific last mile carriers. Only these carriers may deliver the final part of the journey. The approved list remains unchanged from the original overview.
Need help selling through Zalando?
Zalando sets strict requirements but offers a powerful marketplace with high traffic and strong brand trust. Follo supports brands with: onboarding your brand and products on Zalando, setting up integrations and system connections, optimizing product content, improving CXM performance and Zalando Marketing Services strategy and campaign management.
