Exchanges and returns

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How to return

How to return

You have 30 days from the shipping date of your order to return your purchase from Zara.com free of charge.  The items must have all their labels and be in perfect condition.

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

  • You can return your order at any Zara store free of charge 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 keep it on your mobile phone, print it out or show your ZARA QR, which you will find by going to the “Purchases” section of the ZARA app.

    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 access your 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.

    • If you have purchased as a registered user: you can request the return from the Returns section. You can return items from different orders in the same shipment. We will send a courier to pick up your package at the address of your choice within 24-48 hours.
    • 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.

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

    • If you have purchased as a registered user: you can request the return from the Returns section.
    • 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.

    You can return items from different orders in the same shipment. You will receive in your email as many return labels or QR codes as boxes you are going to send. You may select the transport service you prefer to use. Once you have completed the return request, you may consult all the available drop points of the selected courier. To send the shipment, follow the instructions you’ll find on the return label or in the email attached to the QR code and take it to any of the indicated courier drop points. If you have received the QR code, you do not need to print the return label.

    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 Purchase Conditions

Frequently asked questions

  • Remember that if you are returning a product from home or at a drop point, you must first complete the return request form. It is not necessary to include a printed receipt. We’d like to remind you that these options are only available for online purchases. They are not valid for items purchased in our physical stores.

  • If you wish to modify or cancel your return request, please contact us so that we can process it. If you decide not to return an item indicated in the request, you do not have to carry out any procedure, since only you will only be given a refund for items received at our facilities.

  • We wish to remind you that you can return several items from different orders in a single shipment. To do so, select all the items you wish to return, regardless of the order they belong to, and continue with the return request process until completion. Remember that during the return request process, you must indicate the number of boxes you will use to package and ship the items you wish to return.

  • For Drop Point returns, you will receive the same number of return labels as boxes you are set to return. If you do not receive the label, you can find it in the returns section of your account.

  • If you no longer have the original packaging, you can return your order using any other packaging, as long as it is sealed correctly to avoid losing the item(s).

  • You don’t have to write a shipping address on your package.

  • Remember that you must always send the item(s) you wish to return within 30 days, before the return period expires. If you have requested a return and it has not been processed correctly, please contact us so that we can help you try again.

  • The refund will be processed as soon as we receive the items at our facilities. You’ll receive the refund in the same payment method used for your purchase.  The amount may take up to 14 days to appear in your account, depending on the bank.