Zara Return Policy: Let’s Muddle Thru The Confusion

Updated August 6, 2021 by Kyle
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After two ibuprofen and a couple beers, I’m starting to feel a little bit better after trying to understand the Zara return policy. Some of their policy is pretty straight-forward and other parts are a TOTAL head scratcher. Not sure if Zara ever asked a shopper what type of return policy they would like to see, but their policy on online purchases is crazy. Let’s break it all down for you.

Zara Return Policy: Let's Muddle Thru The Confusion

How Many Return Days Does Zara Allow?

30 days.

Specifically, for online orders you get 30 days from the “shipping confirmation date” to return items.

So don’t hesitate to open up your package and try the clothing on because in reality you only have about 25 days to return stuff bought online.

Who Pays for Return Shipping?

Zara pays all return shipping costs which is a great feature and basically lets you shop their website risk-free.

Can Items Bought In-Store Be Returned Online?

No.

According to a Zara chat rep I spoke with, “Items bought in store, can only be returned in store.” Wow, what a terrible policy.

But keep in mind that items bought online absolutely CAN be returned in-store.

Are There Any Return Policy Exceptions?

Yes, there are a few you should be aware of.

– Swimwear: Can’t return swimsuits without the hygiene sticker still in place.

– Underwear: Underwear CANNOT be exchanged or returned. The only exceptions are tops, bodysuits, and vests from the kids’ department.

– Fragrances: Can only be returned in their original sealed packaging.

– Accessories: Original packaging needs to be intact.

– Cosmetics: Must be in original condition with original packaging.

– Customizable Items: These cannot be cancelled, returned, or exchanged.

See Also: Here’s Exactly How the Zappos Return Policy Works (Plus Hacks for Success)

Do I Need My Receipt?

Kinda.

What I mean by this is if you lost your receipt you CANNOT get cash-back or a credit to your original payment method.

BUT…they will let you do an even exchange of the item if all you need is a different size or color.

Keep in mind that “items must be in-season” in order to do an exchange or you’ll be out-of-luck.

Do I Need the Original Packaging?

No.

For online returns, all they ask is that you return items “properly sealed” so they don’t get lost in transit.

For in-store returns, they ask that you bring back all original packaging and tags (if you have them), but tags can be off and packaging can be opened.

What Are Zara Return “Drop Points”?

Zara calls them “drop points” on their website but they just mean your local post office.

Just box up items and return them using the return label provided and you’re good to go.

How Are In-Store Exchanges Handled?

If you want to exchange the item for something else you must ask for a return and then make a completely new purchase.

If you simply want a different size or color just hand a Zara associate your original item and receipt and they’ll help you out.

See Also: Ulta Return Policy: We Untangle It and Answer ALL Your Questions

What About Online Exchanges?

From the Zara website, here are the steps for an online exchange:

1- Access your order and select the item you wish to return and the size you would like to exchange it for.

2- To return your original item, please consult the FREE OF CHARGE options in the section labeled RETURNS.

3- The original items should be returned within 14 days of the request for exchange.

4- If the deadline has passed and they have NOT received the original items, the value of the 2nd delivery will be charged to the same payment method as the original.

How Do I Return Items with a Gift Receipt?

Zara actually has a special webpage set up to handle gift receipt returns.

Just follow the instructions and you’ll be good to go.

How About Stuff Bought with a Gift Card?

Stuff that was originally bought with a gift card will also be refunded to the same gift card.

If it was an online purchase you’ll get a virtual gift card along with an email confirmation confirming the refund and your card balance.

If you lost the gift card, and are making a return in-store, Zara will give you a Credit Voucher instead of another gift card.

Ask the Reader: What’s been your experience with the return policy at Zara? Good, bad, or ugly…let me know.


By Kyle James

Photo credit to Mike Mozart.

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Sharon Bermingham

Thanks for putting in the work to let us know about Zara returns, Very much appreciated!

Zelda

I wish I had known that underwear is not returnable. The size 6-7 girls were too small for my average 5 year old.

Jane Thoma

Can I return two separate orders in one box?

Elizabeth Bax

Thank you. I’ve been trying to find a ‘drop off point’ – seems they expected me to post a box through a post box!

Zara customer

Really helpful thank you. I had no clue what/where ‘drop points’ were!

Kate

What does it mean the value of the second delivery will be charged? Is it that if you’re late returning the clothes then they charge you for the shipping? Or something else

Barbara Oakley

I placed 3 separate order on line as a guest and need to return labels please
Order #52443955822. and
thanks Barbara Oakley

PaulineT

Thank you for stating in plain English that a Zara drop off point means The Post Office. I was mystified until I found this article.

Julie

My daughter bought me a pair of sandals but couldnt get to me immediaely as she lives 85 miles away. I did finally get them but they are far too big even though my size. She asked for a returns label to be told she was out by two days as as you stated the returns start from date of shipping not the date of receiving. I find this absolutely ludicrous because now I am stuck with a perfectly good pair of sandals that are far too big and am unable to exchange them. She bought item online. Can I go into a store and change them?

Linda obrien

I’ve lost my receipt can I show proof of purchase instead in store

WJC

Terrible experience. Can’t return to Post Office as label only generated for Hermes drop off point. Told no-one can do anything and first customer services person put the phone down. I don’t have any drop off points nearby and the post office is a 5 minute walk away! Crazy! Told the system randomly sends labels so j choice and can’t change. Now going to have to travel to London to return in store, deep joy!

Suzi

Zara no longer use the post office for returns. They use DHL Connect services. Go to parcelshopfinder.dhlparcel.com. Make sure to change the country to UK (It loads as Germany for some reason for me) and then type in your postcode to find your nearest drop off points. Quick note:Ryman and WHSmith cannot take in these parcels, so don’t even bother going there.

Last edited 1 month ago by Suzi
Ilfana

How do I return Zara Home item I bought online? It’s a laundry basket and in a large box. Very unclear on the website…

Suzanne

Bought on line and was delivered. Now have to return to a drop off Hermes shop point to return Zara do not include a returns label in the delivered package ITS Terrible our drop off Hermes shop don’t have a printer to print it off so no point going there! Besides we don’t want to go into shops!
We want to return at local post office as this is so easy for us or have collection from our doorstep
Have bought lots of clothes gifts for grandchildren, children, nieces and nephews and our own clothes on line from Zara during Covid months now not going to do so any more as so difficult to return So disappointed

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