Trust Score 78/100 · 5 sources · 2,562,719 reviews · updated 16 Oct 2026
Zalando reviews
In short
Is Zalando legit?
Zalando scores 1.3 out of 5 on Trustpilot from 705 reviews, with 68% of them one star. The Zalando app scores 4.78 on the App Store (about 1.2 million ratings) and 4.71 on Google Play (about 1.36 million ratings). Customers report that the shopping experience is liked, but refunds, returns, payment reminders and some delivery carriers are the main sources of anger.
Trust Score 78/100 from 2,562,719 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 2,562,719
As of 16 Oct 2026 · How we score
AI summary
Zalando scores 1.3 out of 5 on Trustpilot from 705 reviews, with 68% of them one star. The Zalando app scores 4.78 on the App Store (about 1.2 million ratings) and 4.71 on Google Play (about 1.36 million ratings). Customers report that the shopping experience is liked, but refunds, returns, payment reminders and some delivery carriers are the main sources of anger.
- Customers report that the app is easy to use and fast. Google Play shows 86% of about 1.36 million ratings at five stars. Short reviews describe it as quick and uncomplicated. Google Play
- Customers report good offers, sales and prices. App reviews mention bargains, strong sales and a well stocked range. App Store
- Some long-term customers report fast, reliable delivery. One Google review says parcels arrive faster than a trip to a store. App Store
- Some customers report easy returns and quick refunds. One Trustpilot reviewer reports refunds within 1 to 5 days. Another says a faulty pair of boots was refunded within an hour. Trustpilot
- Some customers report friendly and helpful support. Examples include fixing a double order by phone and helping after a return mistake. Trustpilot
- Customers report refunds that are delayed, refused or lost. Trustpilot reviews, many in Spanish, describe weeks of waiting and 15 or more contacts without a result. Others say returned items were not recorded as received. Trustpilot
- Customers report payment reminders for items they already paid for or returned. Some had to send proof several times, and one Trustpilot reviewer reports a debt collection bill. Trustpilot
- Customers report late or failed deliveries tied to carriers. PostNord is named in Sweden, CTT Express in Spain and Portugal, and Seur and Correos Express in Spain. Several say estimated dates were wrong. Trustpilot
- Customers report support that is unhelpful or unreachable. Complaints include scripted answers, being sent back to the website, and emails going unanswered. Trustpilot
- App users report problems after recent updates. They name a broken favourites list, a missing navigation bar, an AI assistant that cannot be turned off, ads on opening, login failures and crashes. Google Play
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.3 / 5 | 705 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 1,204,856 | 16 Oct 2026 |
| Google Play | 4.7 / 5 | 1,356,793 | 16 Oct 2026 |
| 2.8 / 5 | 364 | 16 Oct 2026 | |
| Sitejabber | 3.5 / 5 | 1 | 16 Oct 2026 |
Delivery, returns
and support
How is Zalando delivery?
Delivery experiences are split. Some customers report fast, reliable orders. Many others report delays, wrong estimated dates and parcels not delivered. Complaints often blame the local carrier, such as PostNord, CTT Express, Seur or Correos Express. Some customers say Zalando charged shipping on a roughly 200 order that they expected to be free.
How do Zalando returns work?
Experiences differ sharply. Some customers call returns free, simple and quickly refunded. Others report refunds that take a month or more and returned items marked as missing. Some report payment reminders after returning goods, a missing return label, a QR code that did not work, and a complaint process that could not be completed in the app.
How is Zalando customer support?
Support is the most criticised area on Trustpilot. Customers report repeated contacts with no result, scripted or AI replies, and being pointed to the website. A minority praise fast and friendly help, especially on app stores. Sitejabber has only one review, so it says little about support.
How is Zalando quality?
Reports are mixed and often about specific items. Complaints include clothes failing within 3 to 4 months, a coat of low quality with no lining, visible glue on shoes, items with small flaws, and wrong or substituted items. Others report good products and low prices. Zalando sells many brands, so some complaints may concern the maker rather than Zalando.
What customers say
about Zalando
Done a few returns due to quick wear and tear of the sneakers or wrong size of clothes and never had any issues refunds in 1-5days
Llevo mes y medio para que me hagan eun reembolso y sin exito +15 contactos, llamadas, emails, chats.
Beware! Uses Postnord as the only alternative for delivery in Sweden. Postnord is very unsafe and unreliable.
Die Bestellungen kommen schnell und zuverlässig an, und auch bei Rücksendungen hat bisher alles problemlos funktioniert.
Terrible update that makes the scrolling impossible without hitting the AI assistant. No visible option to turn it off.
The package I order from your company arrives faster than when I physically go shopping at a store (with my wife).
Questions about
Zalando
Is Zalando legit?
Customers report receiving orders, and many describe years of good experiences. Trustpilot shows 1.3 out of 5 from 705 reviews, and some reviewers call the company a scam over unpaid refunds. App stores show about 4.7 out of 5 from over 2.5 million ratings combined. App ratings measure the app and shopping, not refund disputes.
How long does Zalando delivery take?
Customers report anything from a few days to several weeks. Some say orders arrive within two days of ordering. Others report delays of one to two weeks or more, especially with carriers such as PostNord, CTT Express, Seur and Correos Express.
Can I return Zalando items and how fast is the refund?
Customers report that returns are possible and often easy, with refunds in 1 to 5 days in positive cases. Others report waits of a month or more, items marked as not received and payment reminders afterwards. Keeping proof of the return is a common piece of advice in the complaints.
Does Zalando reply to bad reviews?
On Google Play it does. It replies to 97.9% of reviews with a short templated message that directs people to Help & FAQ. On Trustpilot and the Google Maps listing the reply rate is 0%.
Is Zalando worth the price?
Opinions differ. Many app users praise offers, sales and low prices. Others call it expensive, say the stated discounts are smaller than advertised, or report small flaws on items sold at normal prices.
Ask the agent
about Zalando
Try one of these:
Sources
- 5137
- 433
- 325
- 228
- 1482
Brand replied to 0% of reviews
As of 16 Oct 2026
- 51,171,775
- 4102,246
- 320,286
- 20
- 161,672
Brand replied to 98% of reviews
As of 16 Oct 2026
- 5143
- 417
- 37
- 218
- 1179
Brand replied to 0% of reviews
Google Maps listing: Zalando SE BHQ-X
Rating data from Google · As of 16 Oct 2026
Trust checks
Checks
Something wrong here?
Tell us and we'll respond within 72 hours. If you represent Zalando, you can claim this page.