EUROPE S LEADING ONLINE FASHION DESTINATION Capital Markets Day: Exciting the Customer in March 2015

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1 EUROPE S LEADING ONLINE FASHION DESTINATION Capital Markets Day: Exciting the Customer in March 2015

2 Introduction 2

3 ZALANDO WAS BUILT ON A STRONG CUSTOMER PROPOSITION... Free delivery, free returns Onsite/app usability 1,500+ brands, 150,000+ styles Unpacking experience Free customer care REACH >130m visits per month ~48% mobile device traffic SCALE >14.7m active customers ~88% brand awareness 1 GROWTH 2.2bn Revenue after only six years (1) Aided, in markets launched pre

4 THAT IS BASED ON A HIGHLY LOCALISED OFFERING 15 countries, 12 languages, 7 currencies, zonal pricing 11 local logistic partners Hundreds of curated local brands Centralized backend supports scale Fulfillment Sourcing Technology Prepayment Invoice Over 20 payment methods 4

5 CUSTOMER SATISFACTION DRIVES CUSTOMER ECONOMICS Excited customers +50% higher CLV +35% higher net spend +25pp higher repurchase rate Sample size: 56402, Year: 2014, r ² = 0,73 5

6 Exciting the Customer in 2015: Onsite Experience Mobile Experience Convenience 6

7 Our Ambition: Make Zalando the starting point for fashion online. 7

8 We have a huge library of styles 8

9 No one loves their librarian. 9

10 The Host of the Party 10

11 The four interaction modes Competence now More focus in the future Hunting Exploring Collecting Influencing On the hunt to buy one perfect thing. Always looking for something new and exciting. Seeking a steady stream of the style they love. Building their following (and their business). Seeking Items Seeking Inspiration Seeking Influence 11

12 FOCUS ON EXPLORING: THE FEED YOUR ZALANDO FEED: Get inspiration through curated content Discover new brands and trends Recommendations based on your preferences 12

13 FOCUS ON COLLECTING: MOODBOARDS YOUR MOODBOARDS: Create your personal Moodboards with Zalando products, text and upload images Follow other users Like your favorite boards 13

14 FOCUS ON INFLUENCING: PROJECT Z LATER: DEEP DIVE 14

15 STARDUST VIDEO: HOW COULD THE FUTURE LOOK LIKE? STARDUST VIDEO 15

16 Exciting the Customer in 2015 : Onsite Experience Mobile Experience Convenience 16

17 WE ARE MOBILE FIRST IN TERMS OF VISITS Mobile share, in percent of total traffic Mobile Desktop February 2011 February 2013 February

18 OFFERING A SEAMLESS EXPERIENCE ACROSS DEVICES LOCAL APPS IN 15 COUNTRIES: ios, Android, Windows Phone M.SITE RELAUNCH: end-2014 INVESTMENT INTO TOOLING: enables play-out of campaigns across devices with one click 18

19 WITH A SUPERIOR APP PROPOSITION INCLUDING NEXT LEVEL OF ENGAGEMENT My Feed SUPERIOR APP PROPOSITION: New navigation including daily inspiration (feed) and smart notification Mobile deals and campaigns Social & sharing, e.g., user generated content 19

20 COOPERATIONS WITH MOBILE FASHION STARTUPS PILOT PROJECT AMAZE: Offers a new way to experience Zalando products Fun way to shop via swipes Outfits curated by streetstyle bloggers AMAZE VIDEO 20

21 Exciting the Customer in 2015 : Onsite Experience Mobile Experience Convenience 21

22 CONVIENCE IS A KEY DRIVER FOR CUSTOMER SATISFACTION Top 10 customer satisfaction drivers Relevance In percent Delivery time Payment options Quality of packaging Track & trace 5 / 10 TOP CUSTOMER SATISFACTION DRIVERS 2014 ARE CONVENIENCE RELATED FOCUS 2015: step change innovations to further differentiate Ease of returning items 22

23 DELIVERY TIME: FASTER DELIVERY TO ALL OF OUR CUSTOMERS FASTER DELIVERY: Focus on delivery on promise Prio process in the warehouse for selected countries / customer segments International delivery hubs New premium delivery options 23

24 DELIVERY TIME: MORE DELIVERY OPTIONS EXPRESS DELIVERY: Rolled-out in fall 2014, special peak before Christmas, smooth processes with nearly 100% SLA High satisfaction (86% very satisfied), incremental revenue (>50% would not have ordered otherwise) First local adaption: Express evening service in Switzerland March 18,

25 EASE OF RETURNING ITEMS: LABEL IN PARCEL IN ALL COUNTRIES LABEL IN PARCEL: No printing of return label needed anymore, solution rolled out to all countries Increased satisfaction with returns process Annualised impact vs. control group: +12% more orders, +9% higher CLV Annualised based on first 90 days impact: in pilot country: :+3% orders, +1% net sales, +2% return rate, +2% CLV 25

26 EASE OF RETURNING ITEMS: FASTER REIMBURSEMENT TRADITIONAL RETURNS PROCESS PARCEL DROP-OFF TRANSPORT TO RETURNS CENTER PARCEL IN RETURNS CENTER REFUND NEW RETURNS PROCESS 2-5 days faster reimbursement PARCEL DROP-OFF REFUND TRANSPORT TO RETURNS CENTER PARCEL IN RETURNS CENTER FASTER REIMBURSEMENT: Refund issued upon parcel drop-off if necessary (wrongly) reimbursed amount is (partly) recaptured upon final check in returns center Live in Germany and Nordics for selected credit card orders since March 2015 Reimbursement time reduced by about two days/one week for affected German/Nordic customers Roll-out to more countries and further payment methods to follow 26

27 Customer Centric Culture 27

28 TOPIC 1 Pic to be updated WE MAKE WHERE CUSTOMERS TO GO HAPPY AND THEIR PETS ;-) 28

29 TOPIC 1 LIVE WHERE CUSTOMER TO GO FEEDBACK TICKER 29

30 EMPLOYEES DELIVERING TO OUR CUSTOMERS 30

31 Q&A 31

32 DISCLAIMER These materials do not constitute an offer of securities for sale or a solicitation of an offer to purchase securities of Zalando SE (together with its subsidiaries, the Company ) in any jurisdiction. The distribution of this presentation may be restricted by law in certain jurisdictions and persons into whose possession any document or other information referred to herein comes should inform themselves about and observe any such restrictions. Any failure to comply with these restrictions may constitute a violation of the securities laws of any such jurisdiction. This presentation contains certain forward-looking statements relating to the business, financial performance and results of the Company and/or the industry in which the Company operates. Forward-looking statements concern future circumstances and results and other statements that are not historical facts, sometimes identified by the words believes, expects, predicts, intends, projects, plans, estimates, aims, foresees, anticipates, targets, and similar expressions. The forward-looking statements contained in this presentation, including assumptions, opinions and views of the Company or cited from third party sources, are solely opinions and forecasts which are uncertain and subject to risks. Actual events may differ significantly from any anticipated development due to a number of factors, including without limitation, changes in general economic conditions, in particular economic conditions in Germany, changes affecting interest rate levels, changes in competition levels, changes in laws and regulations, environmental damages, the potential impact of legal proceedings and actions and the Group s ability to achieve operational synergies from past or future acquisitions. The Company does not guarantee that the assumptions underlying the forward-looking statements in this presentation are free from errors nor does it accept any responsibility for the future accuracy of the opinions expressed in this presentation or any obligation to update the statements in this presentation to reflect subsequent events. The forward-looking statements in this presentation are made only as of the date hereof. Neither the delivery of this presentation nor any further discussions of the Company with any of the recipients thereof shall, under any circumstances, create any implication that there has been no change in the affairs of the Company since such date. Consequently, the Company does not undertake any obligation to review, update or confirm investors' expectations or estimates or to release publicly any revisions to any forward-looking statements to reflect events that occur or circumstances that arise in relation to the content of the presentation. This presentation contains summary information only and does not purport to be comprehensive and is not intended to be (and should not be used as) the basis of any analysis or other evaluation. In addition, the information in this presentation is subject to change. No representation or warranty (express or implied) is made as to, and no reliance should be placed on, any information, including projections, estimates, targets and opinions, contained herein, and no liability whatsoever is accepted as to any errors, omissions or misstatements contained herein. 32

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