Report violations of ethical and compliance policies
 

For complaints about your orders or experience with Zalando, please use our customer support channels instead.

We at Zalando have a strong commitment to follow applicable laws and our internal ethical and compliance policies. As stated in our Code of Conduct, we also expect every business partner working with us to act compliant with the law and highest ethical standards. To prevent violations and to react to them in an adequate manner, we offer different channels for both employees and externals to report possible violations of our policies. Zalando offers several reporting channels which enables any person to report possible violations, also anonymously. These tools are externally hosted and available 24/7, 365 days per year. All the reports are received by Zalando. However, if you prefer to report your concern to your local point of trust, you are also free to use local channels.

1. Rules of Procedure of Zalando’s Grievance Mechanism

What can be reported?

You can report serious matters of legal or ethical violations, such as but not limited to: 

• Accounting irregularities
• All forms of slavery
• Bribery & corruption
• Child labor 
• Discrimination and (sexual) harassment
• Disregarding freedom of association 
• Disregarding occupational health and safety 
• Embezzlement 
• Extortion
• Forced labor
• Human rights abuses connected with environmental damages 
• Theft
• Unequal treatment
• Unlawful displacement of persons
• Violence on the part of security forces
• Withholding reasonable wages

And all other human rights and environmental related infringements as defined in here.

For complaints about your orders or experience with Zalando, please use our customer support channels instead. 

How are the complaints handled?

All reports are processed by the Zalando Compliance & Business Ethics Team. All reporters will receive confirmation of receipt of their report within seven (7) working days. All valid complaints will be investigated and actions appropriate to resolving the violation will be initiated. The reporter will be provided with updates of the proceedings within three months after the report was received.

Zalando treats every report confidentially and will not accept any discrimination of or retaliation against individuals who raise compliance concerns in good faith. Retaliation itself is a violation of our ethical standards and will be investigated accordingly.

2. Recommended channels for external users

More information on how to report 

Zalando offers the Zalando Speak Up channel for externals which enables any person to report possible violations anonymously. 

The Zalando Speak Up can be accessed by phone (for some countries), web browser or app (iOS and Android). Zalando Speak Up gives you the possibility to remain anonymous in case you do not want to submit your contact data when sending the report. By using the phone version you can access the Zalando area using the access code (103704) and leaving an audio message with your report in your local language, which will be forwarded to us. At the end of the call, you will be provided with a case number to follow up the report progress.  

By using the web or app version (via access code 103704), you will be provided with a case number with which you can create a password to access your report account. Via this account we can still communicate with you (even if you choose to remain anonymous), which can be helpful for exchanging further information, clarifying open questions, and providing you with updates to your report. For data privacy details, you can find more information here.

 

Phone numbers

3. Recommended channel for Zalando employees

More information on reporting possibilities

There are multiple options for Zalandos to speak up and share information about potential misconduct. The most prominent option to blow the whistle is by using the Zalando Whistleblowing system. The tool is available in multiple languages and allows you to report either anonymously or by sharing your personal details.

By creating a report via the tool, you will have a unique access point to your reporting, including a direct communication channel with our Corporate Compliance team. We call it “secure inbox”. This secure inbox solution allows us to communicate with you while maintaining your anonymity (we do not see who is writing to us). 

Please visit the tool for more information. 

In addition to the tool-based option, Zalando also offers several in-person speak up options, such as local compliance ambassadors onsite. We encourage you to explore these local reporting channels as well.

Additional external reporting options

We have invested substantially in a robust system that allows all Zalandos to speak up. We therefore encourage you all to make use of the existing internal reporting options described. 

However, we would also like to inform you about external reporting possibilities. Please make sure you understand the different legal requirements for external reporting.

You can find an outline of the most important external authorities for Zalando in this overview.