[mothered]

I have just called Zalando, I told them that I receive only 4/9 item the package was ruined and opened, that's it.

Account immaculate, with past orders with +1000€, account 3 years aged.
They asked me to sign a self-certification just like the one in the past posts of this thread and attach it to the mail my ID.
I complained about the procedure and the representative told me that I could obscure some of my details in the ID, essentially they only wanted the "your full name, signature, document type and expiration date." I answer it was okay and the call ended.

Now I've just replied to the email with the documents, let's see what happened.

Honestly, with an immaculate account I was expecting less care about the case and an immediate refund...

You've done everything right on your part.

Regardless of your account's standing, they must comply with company protocol, by requesting the documents to support the circumstances Involved. We'll await their reply.