Zalando is going the extra mile to satisfy its Polish customers, because if they wish to send something back to the online retailer, Zalando will send couriers to pick up the package. There are currently no plans to implement this system in other countries.
“Europe is not a homogeneous market”
Regional manager Christoph Lütke Schelhowe explained on Emerce eRetail that the Polish decision does not mean the service will come to other countries as well. “It depends on the circumstances and the culture. We do not consider Europe to be a homogeneous market and we wish to emphasize local differences”, he said.
It is no surprise Zalando wants to simplify the act of returning goods. “We strive to offer the best experience, as a satisfied customer always comes back”, Lütke Schelhowe said. At this moment in time, on average 50 % of purchases are returned. Zalando sees no issue with that number, as it is impossible for customers to try on the products beforehand.
Zalando manages to be break-even in German markets, but in total the company still has an operating loss of 80 million euro. “We are not there yet, but profitability is in sight”, Lütke Schelhowe stated hopefully on the e-tail event. Zalando has put the international expansion on hold, to concentrate on improving the current infrastructure.