Brandsom Nov 20, 2020 10:32:40 AM 34 min read

Zalando’s logistic requirements

When you, as an external partner, sell products via the Zalando Marketplace, you have two options: you transfer the entire logistics process to Zalando via the Zalando Fulfillment Service, or you choose to do this yourself. The latter is called "Partner Fulfillment" within the Zalando Marketplace. If you choose "Partner Fulfillment", you have to meet some of Zalando's requirements.

What is Zalando Parner Fulfillment? 

When you choose Partner Fulfillment, you manage your stock and the shipments of your products yourself. You send your products from your own department store directly to the consumer. You only use the Zalando platform to showcase your products, to attract more customers, and possibly to advertise.

Logistical requirements Zalando Partner Fulfillment

Which logistics requirements do you have to meet if you are going to do the logistics process yourself? There are roughly five types of requirements that you must meet:

  1. You must sign the Zalando Delivery Service Level Agreement (SLA) - and meet all the requirements set out in this contract. More about that below.
  2. The last mile carrier must be approved by Zalando. In other words, the "last piece", the deliveries to the customer, must be done by a Zalando approved logistics company in the country concerned.
  3. You have to meet different packaging requirements (see below).
  4. You must also enclose a number of delivery documents with each shipment (see below).
  5. Shipping and returns: Shipping of products should be free for customers. They must be able to return the products free of charge within 100 days.

Zalando Delivery Service Level Agreement

If you are going to do the logistics process yourself, you must sign a contract with Zalando called the "Zalando Delivery Service Level Agreement" or SLA. It states requirements about the delivery time, refund time for returns, response time for questions, and so on. With the SLA, Zalando wants to ensure that all Zalando customers receive the same service, whether they buy directly from the webshop or from an external partner.

  1. Customer Service: You must respond to any written request from the customer and requests through Zalando Customer Service within 24 hours. At least one customer service representative must also be available by phone and email from Monday to Saturday from 9 AM to 8 PM.
  2. Delivery time: you must comply with Zalando's standards regarding the delivery time of the products within the country to which you deliver. For the Netherlands and Germany, this is 2-4 days.
  3. Refund time for returns: Returns must be processed by the customer within 14 days of shipment.

Customer Experience Model (CXM)

As we said above, Zalando wants all customers to receive the same high level of service, whether they buy directly from the webshop or from an external partner. The customer must be satisfied at all times and have a consistent best-in-class shopping experience.

To monitor Partners' performance in terms of service and customer satisfaction, Zalando uses the Customer Experience Model (CXM). The following points are considered within the CXM:

  1. Shipping Confirmation: Once a package has been shipped to a customer, you must notify Zalando through your IT interface. This must be done within 12 hours of shipment. Zalando will then send the customer a shipping confirmation by email. If Zalando does not receive the shipping confirmation within seven days after the Partner has been notified of the order, Zalando has the right to cancel the order in question. Too many cancellations are bad for your CXM score.
  2. Deliveries to customers abroad: if you are in a different country than where you send the product, you can decide for yourself which logistics carrier you use for the first part. For the last part of the delivery chain (last mile), you are obliged to use the logistics service provider that Zalando works within that country. If you don't, it will be bad for your CXM score. Too many violations can cause your account to be cancelled.
  3. Parcel tracking (parcel tracking): with all shipments, you must enclose a consignment note, a return label and a return label with the address of your warehouse. All delivery and return tracking IDs must be sent to Zalando along with the shipping confirmation prior to shipment to the customer. Zalando keeps track of the extent to which you meet these requirements.
  4. Delivery on Target (DOT): the CXM also keeps track of how many of your products are delivered on time. By "on time", Zalando means: within the specified number of working days that applies for the country to which you are shipping your products. This is indicated in the SLA.
  5. Cancellation: If a customer decides to cancel an order he or she placed with you, Zalando will forward this information to your customer service. You must then cancel the order as soon as possible (if this is still possible). If you want to cancel an order yourself, for example, because the product is no longer available, you must inform Zalando about this via the IT interface. Zalando will notify the customer and arrange a refund. Please note: the percentage of cancellations cannot be too high. The maximum percentage is stated in the SLA.
  6. Customer service: Basically Zalando's customer service team (Zalando Customer Care or CuCa) handles all customer inquiries. If a customer requests information that Zalando Customer Care does not have, the team will contact the partner. Zalando keeps track of the number of times a customer contacts about a product sold by you. This is called the CuCa contact rate. This is compared to the average number of contacts of all partners and should not be too far above this.

Packaging requirements for Zalando packages

All your orders must meet a number of packaging requirements.

  1. You must pack each individual item separately.
  2. You use a transparent plastic bag (polybag) for clothing, accessories, bags, etc. You can read more about the requirements for the polybag below.
  3. For shoes, you use a shoebox.
  4. Each item and packaging must be clearly marked with a unique item number, EAN / GTIN, the colour code or colour description and an EU size chart.
  5. The label on the item, inside the plastic bag, should be visible without opening the bag.

The clear plastic bag (polybag)

The polybag must meet the following requirements:

  • The bag must be whole, without tears, and of the correct size to completely cover the product.
  • For outerwear applies: the polybag must be long enough to cover the entire length of the article. The opening of the polybag must not open or be too wide at the top to expose part of the garment.


Delivery documents

With every order you must provide the following documents:

  • A delivery note: this document states which type of product has been delivered in which quantity. This document serves as a confirmation of the delivered items and provides additional information (eg customer service contact, order number, bank details).
  • A return form: on this document the customer can indicate which items he or she is returning and what the reason for the return is. This helps you to improve your customer experience.
  • A return flyer: this explains how the customer can return the product in question and within how many days the customer will receive his or her money back.
  • A return label: each package must contain a prepaid and preprinted return label so that the customer can return the product easily and free of charge.

You can also choose to send an invoice with your orders, however, this is not mandatory. If you choose to include an invoice in the package, it must meet all country-specific invoice requirements. Think of: date, price, VAT information, address, Chamber of Commerce number, etc.

Overview of approved mail order companies by Zalando per country

 

Country

Last-mile carrier

Delivery

Return

Germany

DHL

Yes

Yes

Germany

Hermes

Yes

Yes

Germany

DPD

Yes

Yes

Austria

Post AT

Yes

Yes

Switzerland

Post CH

Yes

Yes

Switzerland

7Days

Not available

Yes

Belgium

BPost

Yes

Yes

Belgium

UPS

Yes

Not available

Luxembourg (1)

Bpost

Yes

Yes

Netherlands

Post NL

Yes

Yes

Netherlands

DHL

Yes

Not available

France

LaPoste (Collisimo)

Yes

Yes

France

LaPoste (Chronopost)

Yes

Not available

France

UPS

Yes

Not available

Spain

Celeritas

Yes

Yes

Spain

Seur

Yes

Not available

Spain

Correos

Yes

Not available

Italy

UPS

Yes

Not available

Italy

SDA

Yes

Yes

Italy

Bartolini

Yes

Not available

UK

Hermes

Yes

Yes

Denmark

PostNord

Yes

Yes

Denmark

Bring

Yes

Not available

Sweden

PostNord

Yes

Yes

Sweden

Bring

Yes

Not available

Finland

PostNord

Yes

Yes

Finland

Post

Yes

Not available

Norway

PostNord

Yes

Yes

Poland

FedEx

Yes

Not available

Poland

DHL PL

Yes

Yes

Poland

DPD

Yes

Yes

Czech Republic

DHL

Yes

Yes

Czech Republic

PPL

Yes

Yes

Ireland

DHL

Yes

Yes

 

Need help selling your products via Zalando?

As a marketplaces specialist, Brandsom is happy to help you with selling via Zalando. We can do this for you:

  • Registering your brand and products on Zalando;
  • Generating extra attention for your products by advertising on the platform;
  • Using Zalando Fulfillment Solutions.

Read more about how Brandsom can help you sell your fashion on Zalando here.