🚚 Free deliveries end soon
Zalando, one of Germany’s largest fashion retailers, will discontinue free automatic deliveries under $30. The change takes effect in January 2025, ending the popular "Zalando Plus" program. Previously, members paid €15/year for perks like faster delivery and unlimited free shipping. Now, a revamped loyalty program will cap free deliveries at five annually. Shipping fees will align with industry norms, like $5 per order under the threshold. Competitors like ASOS and Amazon Prime still offer free shipping tiers, intensifying competition.
🛍️ New loyalty program revealed
The new Zalando loyalty program will include tiered benefits like vouchers, early access to new collections, and event invites. However, free deliveries are now limited, even for top-tier members. Regular orders under $30, like socks or T-shirts, will incur delivery charges. While other major retailers offer free delivery for a subscription fee, Zalando’s shift suggests a focus on profitability over perks. This could reshape customer behavior and loyalty in the competitive e-commerce market.
⏳ Shortened return windows
In another change, Zalando will reduce return windows from 100 to 30 days starting January 7, 2025. Returns remain free, but the shorter timeframe aims to boost item availability. A Zalando spokesperson stated, “This helps us restock popular items faster.” Orders placed before the cutoff will still qualify for the 100-day period. Shorter return windows align Zalando with industry trends but may inconvenience some shoppers.
📦 Market implications
These changes signal a strategic pivot for Zalando, focusing on operational efficiency and reducing costs. With 20M monthly shipments and growing competition from Amazon and Otto, Zalando aims to balance customer satisfaction and profitability. Analysts predict mixed reactions as customers weigh the loyalty perks against added costs. The shake-up reflects wider challenges in e-commerce, where balancing convenience and margin is key to survival.
Will Zalando’s changes improve loyalty or alienate customers?
