Redeeming Zalando, and what to do if a code is refused

Zalando gift cards are spent on Zalando's own website, app or stores in the card's country. If a card is refused, Zalando customer service is the team that can see why.

How to redeem

Sign in on Zalando's website or app for the card's country, shown on your order.
Add the gift card to your account balance, or enter it at checkout in the gift card or voucher field.
Check the balance or the discount was applied before you pay.

Before you contact support

If the card has a region, check that your account's country matches it. A wrong region is the most common reason a card is refused.
Check you are signed in to the account you meant. If the code was entered once on another account, the balance is on that account.
Paste the code instead of typing it, with no space before or after it. When typing, watch for O and 0, I and 1.
Do not keep trying the same code on many accounts or regions: some brands lock a code, or the account, after repeated attempts.

Common Zalando errors and what they mean

Card not valid on this store
Gift cards usually only work on the store of the country they were issued for, in that currency.
Card already used
Check the gift card balance on every account you use with Zalando. If it is on none of them, contact Zalando with the proof of purchase.
Card number not recognised
Paste the code again with no spaces. If the card has a separate PIN, enter it in its own field.

Contacting Zalando support

Use the customer service or contact page on Zalando's website for the card's country. Send them the card code, a screenshot of the error and the proof of purchase.

What to send them

The full code, exactly as it appears on your order page.
A screenshot of the error message, showing the date and time.
Your proof of purchase: open your order and use “Copy proof of purchase”. It has the order number, when the code was issued and when you first opened it.
The email or ID of the account you tried to redeem it on.
Never your password. No real support team, theirs or ours, will ask for it.

Why Zalando support handles this

Every code is issued by Zalando's own system and reaches you new, through the official distribution channel, at the moment you pay. When Zalando refuses a code, the reason is recorded on Zalando's side: which account tried it, when, and from where. Only Zalando support can see that record, and only they can reverse a redemption or restore a balance. We cannot see inside your Zalando account.

What we do

We give you the proof Zalando asks for: your order page shows when each code was issued, that it was never issued on any other MyPinCard order, and when you first opened it. Copy it from your order page and send it with your case. Delivered codes are final sale and are not refunded or exchanged; see the refund policy.

Refund policy