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.
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.
You do.
As of December 2022, you’ll have to pay $3.95 to return an item(s).
You can return multiple items from different orders in the same box or packaging and you’ll only be charged the $3.95 once.
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 and this is a GREAT way to avoid the $3.95 fee.
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.
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.
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.
Zara calls them “drop points” on their website but they just mean your local post office or whatever shipping service Zara uses in your country.
It looks like they use DHL or FedEx in some countries.
When you initiate your return, you’ll be given either a Return Label or a QR code.
If you get an actual return label, you will tape in on your box and follow the return instructions.
If you only get a QR code, you need to take it with you and the shipping company will scan it and THEY WILL PRINT the actual label that will be pasted on the box.
Kinda a pain in the butt.
When I asked Zara if there was any way I could print the label at home instead of getting a QR code, I was told, “Unfortunately, the label is generated by the system and that is the only way that we have to create it.”
Your best bet is to hit up Zara live chat and they can actually create a single label for both orders.
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.
From the Zara website, here are the 4 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.
Zara actually has a special webpage set up to handle gift receipt returns.
Just follow the instructions and you’ll be good to go.
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.
Kyle James ( Owner/Founder )I started Rather-Be-Shopping.com in 2000 and have become a consumer expert and advocate writing about out-of-the-box ways to save at stores like Amazon, Walmart, Target and Costco to name a few. I’ve been featured on FOX News, Good Morning America, and the NY Times talking about my savings tips. (Learn more)
