Exchanges and returns

You have 30 days from the shipping date of your order to return your purchase from Zara.com free of charge.

For all orders placed between 29.02 and 12.05 the timeframe for returns is extended till 11.06

These are the options for returning your item(s):

• Zara store

  You can return your order at any Zara store in the same market/region where you made the purchase.

  You only have to present the purchase receipt along with the items you wish to return. You can show it on the screen of your mobile device or print it out.

  Remember that you do not need to make a return request via the website or the app for in-store returns.

  Bear in mind that if you cannot make it to a physical store yourself, you can allow someone else to go for you.

  How can I get a copy of my purchase receipt?

  • If you have an account with Zara.com, log in with your username and password. In the order details for the item(s) you wish to return, you will have the option to download the e-receipt.
  • If you made the purchase as a guest, you can find the e-receipt by clicking on the link included in the emails we have sent regarding your order.

  Find your nearest store here.

• Drop point

  • If you made your purchase as a registered user: Log in with your username and password and you can make a return request from the order details screen.
  • If you made your purchase as a guest: Request a refund by clicking on the link that appears in any of the emails we have sent you about your order.

  We will send you a label via email to stick on the return package so that you can drop it off at any Australian Post office.

  Remember that you must bring the items you wish to return to your nearest drop point within 30 days from the shipping date of your purchase, before the return period expires.

We recommend checking the following links for returns by gift receipt and/or gift card.

You can find further information on the Exchange and Refunds Policy and the right to waiver in our Terms and Conditions of Purchase

You have 30 days from the shipping date to exchange your purchase from Zara.com FREE OF CHARGE.

For all orders placed between 29.02 and 12.05 the timeframe for exchanges is extended till 11.06

You can change the size or colour of your items. If you prefer to exchange it for another item, you must ask for a return and make a new purchase.

Exchanging an item bought on Zara.com is very easy. Visit a Zara store that has the same department that the item belongs to, with your receipt, and hand over the original to receive the new one.

If you decide to request an exchange from Zara.com, access your order and select the item you wish to return and the size you would like to exchange it for. To return your original item, please consult our FREE OF CHARGE options in the section RETURNS. The original items should be returned within 14 days of the request for exchange. If the deadline has passed and we have not received the original items, the value of the second delivery will be charged to the same payment method as the original.

The ONLINE EXCHANGE option will be available for orders placed by a registered customer and paid using: American Express, Affinity Card, JCB, Klarna, MasterCard and VISA (some of these payment methods may not be available in your country/region).

Please also remember…

• Only one exchange request can be done at a time for the same order. You may add up to 5 items per exchange request.
• The option to exchange does not appear if the item purchased is no longer available.
• Online exchange will not be available for purchases made with a gift receipt.

You can find further information on the Exchange and Refunds Policy and the right to waiver in our Terms and Conditions of Purchase.

Due to their special features, some of our items have to fulfil certain criteria to be returned:

• Swimwear: must include the hygiene sticker.
• Underwear: underwear items may not be exchanged or returned, except for tops, bodysuits and vests of 0-36 months' babies' kept in their original packaging.
• Accessories: must be returned with the original packaging intact.
• Fragances and candles: must be returned only to stores with the original sealed packaging.
• Cosmetics: must be returned in the same packaging and in original condition.

The refund will be made via the same payment method used to make the purchase.

You will receive email confirmation of the return once it has been completed.

If you have not received a refund in your account after more than 14 days, please show the confirmation to your bank so that they can help you and speed up the process.