Exchanges and returns

How to return

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

These are the options for returning your items:

  • At a zara store

    Take your order and receipt to any Zara store in the same country/region in which you made the purchase and to the department the item belongs. *

    * Except for returns of orders paid for by Payment on Delivery at home or a drop point, for which you can request a home collection.

    Orders can be returned to any brand store on the territory of the Russian Federation, except for the ones received and paid in the shopping center 'Gallery' in St. Petersburg that can only be returned to this same store.

    Specific documentation needed:

    • The passport of the person that paid for order. Essential, except for orders paid online.
    • Copy or original of the proof of payment document, that depends on the payment method:
      • Copy or original of the proof of payment document, that depends on the payment method:
      • If you paid in store: receipt obtained in cash till (Kassovyj chek)
      • If the order was prepaid online: copy of the proof of payment which we sent you (bank card extract)
  • Home collection

    Access your order information through request a return.

    We will send a courier to collect your return from the address you tell us.

  • At a drop-off point

    Access your order information through request a return.

    We will send you a label so that you can take the items you wish to return to the Pickpoint.

  • Specific documentation needed:

    • Filled in and signed Application form. Essential for the refund.
    • Receipt (included inside your order).
    • Copy of passport of the person that paid for order.
    • Copy or original of the proof of payment document, that depends on the payment method:
      • If you paid cash to the courier: delivery note
      • If you paid in store: receipt obtained in cash till (Kassovyj chek)
      • If the order was prepaid online: copy of the proof of payment which we sent you (bank card extract)

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

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 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 in their full original packaging.
  • Fragrances: will not be able to return.
  • Cosmetics: will not be able to return.

Refund

The refund will be made via the same payment method used to make the purchase.
Except for orders paid for by Payment on Delivery and collected at home, for which refunds shall be made via bank transfer or Russian Post.  If you wish to be refunded CASH, you can request your return directly in one of our stores. Please also note that, if you enter your bank details during the return request, all the refunds related to this order will be done only through bank transfer.

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.