Exchanges and returns

How to return

You can cancel an online order as of ordering date until 14 days from receipt of the product and the money will be refunded to the original payment method.
From the 15th to the 30th day from the receipt of the order (except for products purchased on "Sale"), you can return us the product, with the invoice / e-ticket and the money will be refunded in an Credit Voucher ZARA Online.
All subject to and in accordance with the Terms of Use.

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?

    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.

    Find your nearest store here.

  • Log in with your username and password. You can make a return request from the order details screen. We will send a courier to pick up your package at the address of your choice within 24-48 hours.

You can find further information on the Exchange and Refunds Policy 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 from home, you must first complete the return request form. Please do not forget to attach the delivery certificate with the marked items that you wish to return.
  • We’d like to remind you that home collection 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.

How to exchange

The exchange option is not available for online purchases. Nevertheless, you can always return your order for FREE within the established return period and place another order.

You can find further information on the Exchange and Refunds Policy 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.
  • 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.

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

Refund

You can cancel an online order as of ordering date until 14 days from receipt of the product and the money will be refunded to the original payment method.
From the 15th to the 30th day from the receipt of the order (except for products purchased on "Sale"), you can return us the product, with the invoice / e-ticket and the money will be refunded in an Credit Voucher ZARA Online.
All subject to and in accordance with the Terms of Use.

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 Credit Card company so they can help you and speed up the process.

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