Zalando, one of Europe’s biggest e-commerce success stories, today 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 like early access to sales, and direct contact to 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.
David Schröder, Senior Vice President Convenience at Zalando, stated: “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.”
From the very beginning Zalando has been focused on providing the best customer experience. In 2008, Zalando revolutionized online shopping in Germany 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.
Lisa Schöner, Head of Zalando Zet, commented: “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.”
In the first phase customers in four German cities 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. The roll-out in other European countries will follow soon.
Headquartered in Berlin, Zalando is Europe’s leading online fashion platform for women, men and children. The company’s localized offering addresses the distinct preferences of its customers in each of the 15 European markets Zalando serves. Zalando’s shops attract over 200 million visits per month. In the first quarter of 2017, more than 68% of traffic came from mobile devices, resulting in 20.4 million active customers by the end of the quarter.
