Exchanges and returns
How to return
If you want to return an item purchased on Zara.com, you have 30 days from the shipping confirmation date of your order to do so free of charge. The items should have all tickets attached and be in perfect condition.
These are the options for returning your merchandise:
You can return your order at any Zara store free of charge in the same market/region where you made the purchase.
All you have to do is present the items you wish to return together with the sales receipt. You can bring it on your phone, bring in a printed copy or show your ZARA QR which you will find in the “Purchases” section in the Zara app.
Remember, you don't need to request a return through the website/APP for in-store returns.
If you aren't able to visit the store, you can have someone else do so for you.
How do I access my invoice?
- If you have an account at Zara.com,log in with your username and password. You will see the option to view your electronic receipt under the details section of the order you wish to return.
- If you have made your purchase as a guest, you can find the receipt in the link included in the emails we've sent you regarding your order.
Find your nearest store here.
- If you made the purchase as a registered user: you can request the return under the order details in the Purchases section.
- If you have made your purchase as a guest: request a return by clicking on the link included in any of the emails we've sent you regarding your order.
We will email a return label to you. To complete the shipment, attach the label to the return package and then take it to any drop off point.
When doing a return request, if your order contains a large Home item, we will ask you to get in touch with us in order to complete a home return for you.
Remember, your return parcel must be post marked within a 30 day time frame from the shipment confirmation email
You can find additional information about the Exchange and Return Policy or your right to withdrawal in our Terms and Conditions
Frequently Asked Questions
Remember, in the case of returns made at a drop point, you must fill out the return request. You do not need to include the printed receipt. Please remember that the drop point return option is only available for online purchases. It is not valid for items that have been purchased in our physical stores.
If you want to modify or cancel your return request, please contact us so we can help manage this process. If you decide to keep any of the items indicated in the request, there is nothing further you need to do as you will only be reimbursed for items received in our facilities.
If you no longer have the original packaging, you can return your order in any other packaging provided that it is properly sealed to prevent the items getting lost. Zara Home items must be returned in their sealed original packaging and in its original condition.
It is not necessary to write any delivery address on your package.
Remember, you must hand over the items you wish to return within a 30-day period before the return period ends. If you have requested collection and this has not yet occurred, please contact us so we can arrange a new collection window.
The return will be made once we receive the items in our facilities. You will receive the refund via the same payment method that was used for your initial purchase. The amount may not appear in your account for up to 14 days, depending on your banking institution.