Exchanges and returns

How to return

You have 30 days from the shipping date to return your Zara.com purchase for FREE.

These are the options for returning your merchandise:

  • At a zara store

    Bring your printed or electronic order and receipt to any Zara Store in the same country or region in which you have made your purchase and that also carries the same department from which your item comes.

  • From homE

    Access your order information in order to request a return.
    If you’ve made your purchase as a guest, you can access this information through the link in your confirmation email.

    We’ll send a carrier to collect your return from the address you select.

  • At a drop-off point

    Access your order information in order to request a return.
    If you’ve made your purchase as a guest, you can access this information through the link in your confirmation email.

    We’ll send you a label so you can bring the items you wish to return to a CanadaPost office.

We recommend you consult the following links for returns made with a gift receipt and/or a gift card.

You can find additional information about the Exchange and Return Policy or your right to withdrawal in our Terms and Conditions

How to make an exchange

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

You can exchange your item’s sizes or colors. If you prefer to exchange it for a different item, return it and make a new purchase.

Exchanging an item purchased at Zara.com is simple. Visit a Zara Store that carries the same department from which your item comes and bring your printed or electronic receipt with you.

If you choose to request an exchange through Zara.com, access your order and select the item you wish to return and the size for which you want to exchange it. To return your original item, we offer you FREE options that can be consulted in the RETURNS section. You have 14 days from the exchange request to return your merchandise. If this period has passed and we have not received the original items, you will be charged for the amount of the items from the second shipment via your original payment method.

The ONLINE EXCHANGE option is available for orders made as a registered user and paid with: American Express, Affinity Card, JCB, Klarna, MasterCard and VISA (some of these payment methods may not be available in your country or region).

Remember…

  • You can’t make more than two exchange requests at the same time for the same order. You can however include up to 5 items in each request.
  • The exchange option will not be visible if the purchased item is no longer available.
  • Online exchanges are not available for purchases made with a gift receipt.

You can find additional information about the Exchange and Return Policy or your right to withdrawal in our Terms and Conditions.

Special conditions

Some of our items, due to their unique characteristics, must meet the following conditions in order to be returned:

  • Swimwear: must include the hygiene strip.
  • Underwear: underwear items may not be exchanged or returned, except for tops, bodysuits, and vests from the Kids’ section kept in their original packaging.
  • Accessories: Must be returned in their full original packaging.

Reimbursement

The refund will be made via the same payment method that was used for your initial purchase.

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

If you do not see a credit to your account within 14 days, please use this confirmation and present it to your banking institution so they may help you facilitate the process.