Zara Return Policy

Zara’s return policy for online purchases typically allows customers to return items within 30 days of receiving their order. 

Before shipping something back for a return, ensure that the item meets Zara’s return criteria, including being unworn, with all tags and labels intact. Keep your original receipt or order confirmation as proof of purchase. If you’re returning items purchased online, Zara typically provides a prepaid return label, and you can follow their instructions for packaging and sending the return.

Return Policy Guide

Return Policy Guide

What Is Zara In Store Return Policy?

If you have returned an item purchased in-store, the refund will be made with the same method of payment used for the purchase.
 
If a refund to the original method of payment is not possible, our store staff will indicate an alternative method.
 
 
 
  • Zara will accept returns or exchanges of new, unworn, unwashed, and unaltered merchandise with all internal garment tags intact, along with your original receipt, within thirty (30) days of the original purchase date.
  • Refunds will be issued in the original form of payment.
  • For purchases with a gift card only, a merchandise credit will be provided for returns within thirty (30) days of purchase.
  • In-store purchases returned after thirty (30) days of In Season merchandise with the original receipt will be refunded in the form of a merchandise credit, valid at Zara retail stores in the US (excluding Puerto Rico) only.
  • Returns without a receipt are not accepted, but an exchange for the same item, if available, is allowed at the store’s discretion. A written copy of this policy is available upon request.
  • For purchases by credit or debit cards, please allow 1-2 billing cycles for the refund to appear on your statement.
  • Merchandise (including Gift Cards and merchandise credit cards) purchased in Puerto Rico or outside of the US is not returnable or exchangeable in the US.
  • Price adjustments are not applicable to marked-down merchandise.
  • Undergarments and swimwear are returnable or exchangeable if in their original packaging with the hygiene sticker attached.
  • Accessories and perfumes must be in their original condition and packaging.
 

What Is Zara Online Return Policy?

Zara will accept returns or exchanges of new, unused, unworn, unwashed, and unaltered Zara Home merchandise purchased on www.zara.com only, with all internal tags intact, along with your original receipt, within thirty (30) days of the Shipment Confirmation email, unless a longer period is specified in writing at the time of purchase, Order Confirmation, or Shipment Confirmation when purchased on the US Zara site.

  • Refunds will be issued in the original form of payment. If the original payment method is unavailable, please contact Customer Service. For purchases using a gift card, refunds will be issued as merchandise credit.
  • You may make a return in person at any ZARA store in the United States (excluding Puerto Rico) for non-bulky items, or by using the drop-off location of the courier shown on our prepaid return label within thirty (30) days of the Shipment Confirmation, unless a longer period is specified in writing.

A shipping fee will be charged for returns made at a drop-off location.

Follow the directions in the “RETURNS” section of the Help section on our website for packaging and shipping instructions.

  • We are not responsible for lost packages.
  • The cost of expedited shipping for the original order is non-refundable.
  • Non-Zara merchandise included in returns is not our responsibility.

For inquiries, contact us through our “Contact Us” webpage or at the telephone number 1-855 635 9272. Some bulky items are not eligible for store return; you can request a return by courier arranged by us for these items.

  • Please include all original boxes, instructions, documents, and wrappings with the returned product.
  • After reviewing the product, we will notify you of your eligibility for a refund.
  • We will process your refund within thirty (30) days of receiving the returned goods.
  • If your card expires before we process your refund, please contact our customer service team with your order number, zip code, and new card details.
  • Products not in the same condition as at the time of delivery or which have been used beyond opening the package cannot be exchanged or refunded.
  • Undergarments and swimwear are returnable or exchangeable if in their original packaging with the hygiene sticker attached.
  • Accessories and perfumes must be in their original condition and packaging. On-sale merchandise is sold “as-is.” Terms and Conditions for Gift cards and store credits are available at Zara stores and www.zara.com/us.
  • Store credits cannot be converted to cash except as required by law.
  • PayPal and Apple Pay orders are not exchangeable online.

For further information on returns and exchanges for online purchases, please visit www.zara.com/us.  Zara reserves the right to refuse returns at its discretion. This policy does not affect consumers’ rights under applicable law.

How To Make A Zara Return?

You have 30 days from the shipping date of your order to return your purchase from Zara.com.  The items should have all tickets attached and be in perfect condition. These are the options for returning your merchandise:

Zara Store 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 Make An Instore Exchange?

If you have purchased an item in-store or online, we give you the option of exchanging it for another size or color at any of our stores.
 
To exchange an online order, you do not have to request a return beforehand.
 
 
Locate the store nearest you using our store locator.

How Do I Make An Online Exchange?

If you have purchased an item online, you have the option of exchanging a size through our website or APP.
 
The process is very easy: just select the items to exchange and the size you would like to receive. The selected items will be sent in a new order and you will have to return those you no longer want. We offer various options that you can consult in the How to make a return section.
 
The return period for the merchandise you do not want is 14 days from the exchange request. If this period has passed and we have not received the items indicated to be exchanged, you will be charged the amount of the new items via the payment method used for the purchase.
 
If you want to modify or cancel your exchange request, please contact us so we can help manage this process.

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.

Returns have a cost of 3.95 USD that will be deducted from the refunded amount.

  • If you made the purchase as a registered user: you can request the return in the Returns 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.

You can return items from different orders in the same shipment. You will receive via email the same number of return labels as the number of packages you are going to send. Attach the label to the return package to complete the shipment and then take it to any drop-off point.

When making a return request, if your order contains a large HOME item, we will ask you to contact us to complete a home return for you.

Remember, your return parcel must be postmarked within a 30-day time frame from the shipment confirmation email.

We recommend you consult the following links for returns with a gift receipt and/or a gift card.

Returns For Purchases Made With A Gift Card

Purchases made with a Gift Card will be refunded to the same Gift Card. Keep in mind that:
 
  • If the return is from an online purchase: you will receive a virtual copy of that card with the updated balance together with the confirmation email of the return.
  • If the return is from a purchase made in-store: you will be reimbursed in the same Gift Card you used for the purchase or on another Gift Card.
Remember: if you used a Gift Card together with another payment method at the time of purchase and you want to make a partial return of your order, as a priority the refund will be made to the payment method that is not the Gift Card.

 

What if I no longer have the gift card I used to pay?

If the return is for an online purchase, together with the confirmation email for the return, you will receive a virtual copy of that card with the updated balance.
 
If you make a return from a purchase made in-store, our store staff will issue the refund in a Gift Card.

Frequently Asked Return Questions

Return request

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 purchased in our physical stores.

If you want to modify or cancel your return request, please get in touch with 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.

Remember you can return different items from different orders in the same shipment. Select all the items you want to return independently from their order numbers and continue the return request procedure through completion. Remember that during the return request procedure, you need to indicate the number of packages you will use to enter and deliver the items you want to return.

For returns at a drop-off point, you will receive via email the same number of return labels as the number of packages you are going to send.

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 from 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.

You can review all the information regarding refunds in the Reimbursement section.