BERLIN, JULY 18, 2017 // Zalando announces Zalando Zet, a new program that offers customized premium services like pick-up of returns on demand as well as additional benefits such as premium customer service. The first phase will run by invite-only in four different cities in Germany, Berlin, Leipzig, Frankfurt, Hannover.
Zalando Zet introduces benefits along the entire customer journey: members get early access to sales, and can contact stylists and experts via telephone or Facebook chat to answer fashion-related questions. Members further benefit from faster delivery, including same-day, dedicated customer service, and the new return-on-demand service, which enables customers to have their returns picked up within two hours at a time and location of their convenience.
“To make it as easy as possible to buy fashion online, Zalando constantly invests into customers by piloting new and innovative services and partnering with brands and retailers. Zalando Zet is the next step within our strategy of providing an even more frictionless shopping experience, tailored to fashion,” says David Schröder, Senior Vice President Convenience at Zalando.
From the very beginning Zalando has been focused on providing the best customer experience. In 2008, Zalando revolutionized online shopping by introducing free delivery and returns within up to 100 days. Trying on goods at home for free as well as free shipping and convenient returns have been an integral part of Zalando’s offering ever since.
“Service is key to our customers. Zalando Zet combines the best of both online and offline shopping: Customers receive orders faster and return items easier. Furthermore, Zalando Zet adds a personal experience, as customers can ask Zalando about the latest trends or if they are unsure how to combine the shirt they just ordered,” says Lisa Schöner, Head of Zalando Zet.
In the first phase customers in four cities in Germany will be able to test the service for no additional cost for three months, after which they can become members for 19€ per year. Further cities in Germany will follow within the next months.
Zalando (https://corporate.zalando.com) is Europe’s leading online fashion platform for women, men and children. We offer our customers a one-stop, convenient shopping experience with an extensive selection of fashion articles including shoes, apparel and accessories, with free delivery and returns. Our assortment of almost 2,000 international brands ranges from popular global brands, fast fashion and local brands, and is complemented by our private label products. Our localized offering addresses the distinct preferences of our customers in each of the 15 European markets we serve: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, the Netherlands, Norway, Spain, Sweden, Switzerland, Poland and the United Kingdom. Our logistics network with four centrally located fulfillment centers in Germany allows us to efficiently serve our customers throughout Europe, supported by warehouses in Northern Italy and France with a focus on local customer needs. We believe that our integration of fashion, operations and online technology give us the capability to deliver a compelling value proposition to both our customers and fashion brand partners. Zalando’s shops attract over 200 million visits per month. In the first quarter of 2017, more than 68 percent of traffic came from mobile devices, resulting in 20.4 million active customers by the end of the quarter.