Payments

We’re sorry your favourite payment method isn’t available for your order right now. To finish your purchase, please simply choose one of the other available options at checkout.

To keep your shopping experience secure, the payment methods we offer are reviewed for every single order. While we don’t have access to the specific details behind why a method isn’t showing up, we make sure you always have several reliable ways to complete your purchase.

Can Customer Care change this for me?

Unfortunately, our Customer Care team can’t change the payment methods offered to you at checkout or see the specific reasons why a method might be unavailable.

Why is this happening?

Different factors can influence which payment methods you see at any given time. Each time you place an order, our system automatically checks several criteria to update the methods available to you. For more details on how this works, you can check our Terms & Conditions.

If you have not paid for your order please follow the instructions in the payment reminder email.

Did you receive a reminder from us even after you made a payment or returned items?

When did you make your payment to us?

If it was less than 5 days ago, please allow 5 working days for us to register the payment. As confirmation, you will automatically receive an email from us. If you have received a reminder by e-mail or letter and have already paid, please ignore the communication.

Did you make a return?

A return may take up to 14 days to be credited back to you. We will send you a confirmation email as soon as we’ve processed your return.

Have you used the correct payment reference?

Please check the information you used for the transaction. If you used something other than your order number as a payment reference or have entered an incorrect order number, please allow 5 working days for us to check your payment. We will then either process your payment or issue a refund. Please check your bank account to see if you have received a refund from us. If we sent you a refund, we ask you to please pay for the order again using the correct payment reference. If you haven’t received a payment confirmation or a refund within 5 working days, please don’t hesitate to reach out to us.

Have you paid for several orders in one bank transfer?

If you have paid the outstanding invoice amounts for several orders together, it is quite possible that we are unable to allocate the amounts to the individual orders. Please contact our customer service in this case, and provide us with the order number(s) in question, as well as the payment reference that you gave.

You can let us know that you received an unjustified payment reminder here:

Below you can download invoices for your recent Zalando orders and some of the Partner orders. If you have just placed your order, please wait until the parcels have shipped for the invoices to become available. If your order hasn’t been shipped yet, it will not appear on the list below.

Your order isn’t clickable?

Invoices for most Partner items and gift vouchers can’t be downloaded here. In this case, you can contact our Customer Care team for a copy of the invoice. Please specify the order number in your request.

Not sure how much your open amounts are?

You can find an overview of all your open amounts in your customer account .

If you would like to revoke your consent, please get in touch with our customer care team through the contact buttons shown at the bottom.

Please have the bank account number or IBAN that you would like to remove ready beforehand. In addition, you have an 8-week right of withdrawal, with which you can cancel the direct debit transaction via your bank.