# Zalando e-commerce return policy strategy

> Live situation record from CLSTR: https://clstr.news/situations/zalando-e-commerce-return-policy-strategy
> Updated: 2026-10-03T17:38:28.000Z. Sources: 5. Developments: 2.

Zalando is maintaining its policy of free returns as a competitive strategy against retailers such as H&M and Zara, which have implemented stricter return policies. Sebastian Becker, Zalando’s head for the Nordic region, noted that the policy helps the company “move the fitting room into the customer's home,” which is essential for an online-only business model.

To manage return rates that can reach 50 percent, the company is employing artificial intelligence to minimize “unnecessary returns.” While global return rates remain high, the company observed that customers in the Nordic region typically return items at a lower rate.

## Timeline

### 2026-10-03: Zalando maintains free returns to compete with H&M and Zara

Zalando is maintaining free returns as a competitive advantage, using AI to reduce return rates while competitors like H&M and Zara tighten their policies.

2 sources. https://clstr.news/cluster/zalando-maintains-free-returns-to-compete-with-hm-and-zara

### 2026-09-21: Zalando return policy details and procedures

Zalando offers a 100-day return policy at no cost to the customer, utilizing partners like InPost, DHL, and DPD for easy processing.

3 sources. https://clstr.news/cluster/zalando-return-policy-details-and-procedures

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Cite as: Zalando e-commerce return policy strategy. CLSTR, https://clstr.news/situations/zalando-e-commerce-return-policy-strategy