Exchanges and returns

How to return

Due to the current situation, returns methods may vary.
Return timeframes are extended up to 30 days after the reopening of our stores.

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

  • 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, 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.

    • 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 AnPost 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

  • 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 if you are returning a product 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 drop point returns are only available for online purchases. It is 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.
  • 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.

How to exchange

The exchange period has been extended to 30 days from when our stores reopen.

Requesting an exchange on is very simple. You simply need to access your order, select the item you wish to return and the size you would like to exchange it for. Please remember that the original items should be returned within 14 days of the request for an 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. If you prefer to exchange it for another item, you must ask for a return and make a new purchase.

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.

Special conditions

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 from the Kids’ section kept in their original packaging.
  • Accessories: must be returned with the original packaging intact.
  • Fragrances: must be returned in 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.