Bonjour, j'ai acheté une paire de chaussures sur Zalando et elle est trop petite, je m'en rend compte en la portant. J'ai porté la paire une journée, pas de signes d'usure visible et j'ai encore l'étiquette, la boîte, etc. vous pensez que le site va accepter le retour ? Et si non, y a t il possibilité de récupérer la paire ? Je suis encore dans le délais des 30 jours.

Hello everyone,

I'm having a problem with Zalando and I wanted to know if anyone has gone through something similar or if you can advise me on what to do.

I made two returns to Zalando, one on 02/11/2025 and another on 02/27/2025. On both occasions, a courier came in the morning, said he was from Zalando and took the package. However, later that same day, another courier came asking for the same package. I told him I had already delivered it, he looked confused and left.

Since then, Zalando has not refunded my money. I have been in constant contact with their customer service, sending all the details and evidence I have, but they always tell me they are waiting for a response from the transport company.

I contacted Celeritas directly, the company in charge of the collection, and they told me that they have not received the package and that I must contact Zalando. On the other hand, Zalando keeps telling me to talk to the transport company. I'm stuck in a loop where no one takes responsibility.

Has anyone had a similar problem with Zalando in Spain? What do you recommend I do? I'm considering filing a complaint with Consumo, but I don't know what the best way to do it is.

Thank you for any help or advice!