From Madrid to Madeira: How Zalando parcels reach the doorstep in new markets

Every Zalando market entry is a logistical feat that begins long before the first parcel is shipped. Tilo Ebinghaus, Head of Transport Operations, and Iva Harka, Lead Delivery Solutions, explain how Zalando expands into new markets – and how parcels arrive punctually, even on Portuguese islands.

How does Zalando logistically prepare for the launch in a new market?

Iva Harka: Our goal is for customers in Portugal to receive the shopping experience from Zalando they expect – reliable and convenient. Furthermore, we want to enter new markets not only efficiently but also responsibly. That is why we focused on appropriate measures for Portugal and Greece – for example, through bundled transport and local delivery partners who are already transitioning to low-emission vehicles.

What are the biggest challenges when integrating a new carrier?

Iva Harka: Operational harmony. It sounds poetic, but it is a massive technical challenge to harmonise the network across national borders. We have to ensure that the handover of goods to the various local carriers runs smoothly – despite different infrastructures, national customs regulations, and partner requirements. Adapting our internal sorting and route planning to match the specific carrier networks in Portugal was an enormous task.

Tilo Ebinghaus: At the same time, this is exactly the area where Zalando is strong: We have proven multiple times in recent years that we can integrate new markets quickly while remaining customer-oriented. The focus is not only on speed but also on providing “best-in-class convenience”. To achieve this, we use a set of criteria when selecting our local partners. We look for example at the carrier’s market experience, their service portfolio, sustainability roadmaps, and, most importantly, how customers perceive them. Every launch is an opportunity to make our processes even smarter.

Who is Zalando cooperating with in Portugal?

Iva Harka: We chose CTT (Correios de Portugal) as our delivery service provider in the market. As a major logistics operator with more than 500 years of experience, CTT is well-established and equipped to support both outbound and inbound logistics in the e-commerce sector. This partnership allows us to offer total flexibility, whether it’s classic home delivery, the extensive pick-up & drop-off stations, or the locker network.

Now that the launch is behind us, what can customers and partners in Portugal expect?

Tilo Ebinghaus: Our goal is to build a strong, local transport network in the long term. We see our market entry as an investment in the future of European fashion and want to cooperate closely with Portuguese carrier partners to open up new opportunities for them and connect them to our pan-European network. We will continuously evolve step by step – for instance, through even faster delivery times, additional services, or innovative, low-emission solutions for the last mile, which we develop together with our transport partners.

What personally excites you about projects like these?

Tilo Ebinghaus: I’m personally excited for two reasons. Firstly, in order to enable the deliveries to a new market, many different teams across Zalando need to engage. I personally find it fascinating to be part of such large scale projects where our teams have to interact and synchronise with so many different parts of Zalando. Secondly, with this major milestone of launching Portugal and Greece, Zalando is now even closer to its European customers.

Iva Harka: What energizes me most about projects like these is the incredible momentum they create across teams. A launch brings together so many talented people, and seeing everyone align and move toward the same goal is truly inspiring. I love the challenge of making sure everything works flawlessly from day one – it pushes us to think creatively, improve our processes, and stay one step ahead of customer expectations. And honestly, it’s thrilling to know that the work we do directly shapes how an entirely new market experiences Zalando for the very first time.

What is next in the pipeline for Zalando’s expansion?

Tilo Ebinghaus: Following the successful integration of markets like Portugal and Greece, we are looking to maintain this momentum. Each new market has its own nuances, and we are excited to apply our recent learnings to further entries. Our focus remains on identifying the right local partners who meet our high standards for service and reliability.