With Order Exchange Service, Zalando has found a way to simplify the return of a piece of clothing. Customers can use the service to return something and get a different size of that same item delivered.
Austria
The service came out of Zalando’s Hack Week, where young entrepreneurs were able to develop new ideas for the digital market. If Zalando approved, they were given additional funding to further develop the idea.
The Order Exchange Service will now be trialed in Austria. Whenever a customer orders the wrong size, he or she can indicate that on Zalando’s website and the new size will be delivered several days later. At the same time, the courier will pick up the previous item. This eliminates the need to send something back first and having to order the new size afterwards. The service will be free during the trial.
This is yet another delivery option for Zalando, which already has free shipping and returns in several shapes and sizes. Some analysts feel free shipments are doomed however. Research firm ECC Köln believes the future will revolve around flexibility and that the customer will be prepared to pay for a delivery at a time and location of his choosing.
