Buying Guide

• Where do we sell online?

  You can currently shop in Spain, Portugal, France, Monaco, Italy, Germany, Poland, Austria, Switzerland, Greece, Malta, Romania, Bulgaria, Croatia, Slovenia, Hungary, Czech Republic, Slovakia, Estonia, Latvia, Lithuania, UK, Ireland, Belgium, Holland, Luxembourg, Sweden, Norway, Denmark, Finland, Russia, USA, Canada, Mexico, Japan, China, Taiwan, Hong Kong SAR, Macau SAR, South Korea, Singapore, Malaysia, Vietnam, Thailand, India, Turkey, Australia and New Zealand.

• How many languages is it possible to browse in?

  The Zara.com browsing languages are: English, Spanish, Catalan, Galician, Basque, Portuguese, French, Italian, German, Polish, Greek, Romanian, Bulgarian, Croatian, Czech, Slovak, Estonian, Latvian, Lithuanian, Dutch, Swedish, Norwegian, Danish, Russian, Korean, Japanese, Chinese, Malay, Vietnamese, Thai and Turkish.

• Are the online store prices the same as those in my usual Zara store?

  Yes, but if there is any difference between the prices shown on the website and those marked on the label on the clothes, the correct price will be the one shown on the purchase ticket.

• What is your price adjustment policy?

  Price adjustments will not be done for items with a reduced price.

• Are out-of-stock items restocked?

  If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website.

• Will I receive the same product that I see in the photo?

  Yes, except in the case of products which are hand crafted in which there may be slight differences in the final product.

• Can I send an order with a Gift Receipt?

  Yes, you just need to check the box "Gift Receipt" on the shopping basket page. For more information, please see the Gift Receipt section.

• Is it possible to receive periodic information via email about Zara's latest new products and offers?

  Yes. By simply clicking on Newsletter you will receive information on Zara's latest products, lookbook and events.

• Can I cancel my Zara Newsletter subscription?

  You can easily cancel your subscription by clicking on the Newsletter menu. Fill in the details and select send.

• How do I recover my forgotten password?

  If you've forgotten your password, you can recover it in the Log-in section. Enter your e-mail address and we'll send you an e-mail telling you what you need to do.

• How can I be sure that I've made my purchase correctly?

  Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

• Can I track my order?

  Yes, you can see the updated status of your order in real time. To do this, go to the "Orders and Returns" section in your account. (in the “My purchases” section on Wallet if using the App).

  If you are not registered, click on the "Order Information" link in the confirmation email sent to you.

• Can I remove items from my order?

  Yes. You can delete any unwanted items from your shopping bag as long as the order hasn’t been processed yet.

• Can I cancel my order?

  Yes. You can cancel your order as long as its status allows you to. To do this, go to the "Orders and Returns" section in your account. (in the “My purchases” section on Wallet if using the App).

  If you are not registered, click on the "Order Information" link in the confirmation email sent to you and click cancel.

• What should I do if I receive a faulty item?

  Zara.com only sells items in perfect condition so, in the rare event of receiving a faulty item, please contact our customer service.

• What should I do if I receive an incorrect item?

  If you were to accidentally receive an item that you did not order, please contact our customer service.

• What payment method can I use to make my purchase?

  We offer the following payment methods: Visa, Visa electron, Mastercard, American Express, Paypal, Apple Pay and Gift Card.

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• Why might my credit card be refused?

  Your credit card may be refused for any of the following reasons:

  • The card may have expired. Check that your card is still valid.
  • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
  • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

• Can I include my company’s details on my invoice?

  Yes. Simply click on the business option in personal details and fill in the tax information we require.

• Is it safe to use my credit card on the website?

  Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

• Where can I receive my order?

  It can be sent to an address selected by you (home, work, etc. - never a PO Box) or to the Zara store of your choice.

  We deliver in UK Mainland, Isle of Man and Northern Ireland.

• Can the delivery country/region be different from the purchase country/region?

  No. The delivery country/region must always be the same country/region in which the purchase was made.

• How long will my order take to arrive?

  Delivery times depend on the type of delivery selected.

  • Pick-up in store: In the store of your choice in 2-3 working days

  • Home delivery : In 2-3 working days. Next day delivery on orders placed between Monday and Friday before 7:00 pm *

    * +24/48 h Northern Ireland and remote areas (Excluding bank holidays)

  • Same Day London: All orders placed between Monday and Saturday before 2:00 pm. (Delivery between 06:00 pm and 10:00 pm)

  • Precise day London: Home delivery on the date and time of your choice. No deliveries on Sunday.

  • Drop point: In 2-3 working days

• How much do I pay for delivery service?

  • Pick-up in store - FREE

  • Home delivery - 3.95 GBP / FREE (Orders over 50 GBP)

  • Same Day London - 9.95 GBP

  • Precise day London - 5.95 GBP

  • Drop point - 1.95 GBP / FREE (Orders over 50 GBP)

• Can I track my order?

  Yes, you can see the updated status of your order in real time. To do this, go to the "Orders and Returns" section in your account. (in the “My purchases” section on Wallet if using the App).

  If you are not registered, click on the "Order Information" link in the confirmation email sent to you to see the status of your order.

• What is the home delivery process?

  If you have chosen home delivery, we will send you an email confirming that your items have been dispatched (when your order leaves the warehouse), another with the tracking number (with a link to the courier's web page) and finally the courier will send you a text message or email to inform you of your delivery.

• What is the store delivery process?

  If you have chosen store delivery, we will send you a text message when your order has arrived (you will have 15 days to collect it). It is necessary to show the order number and the ID of the person who collects the parcel.

• Is there a charge for requesting an exchange or return?

  Exchanges and returns at Zara.com are always free of charge, using our return methods.

• How long do I have to make an exchange or return?

  All returns or exchanges must be made within 30 days of the e-mail confirming shipment.   More information in the Purchase conditions.

  Zara.com reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.

• How can I make an exchange or return?

  • At Zara stores: go to one of our Zara stores, as long as the store is in the same country/region in which the purchase was made. You will be able to make a return or request an exchange in size or colour.
  • At Zara.com: go to My Account > Orders and returns to request an exchange in size or make a return.
    
    
    • Home: We will send a courier to collect your return from the address you select. During the collection, the courier will provide you with a return label.
    • Drop-off point: We will send you a label so that you can take the items you wish to return to the RoyalMail office.

  If you placed your order as a guest, you will be able to make a return by accessing the link included in the order confirmation email.

• Where can I find my receipt?

  You will find it attached to the notification e-mails you receive when your order has been sent, or in the My Account section in the details of your purchase.

  Please remember that the receipt is essential for returning or exchanging items. You can show it on the screen of your mobile device or print it.

• Can I keep the original item after having requested an online exchange at Zara.com?

  No. If 14 days have passed since requesting the exchange and we have not received the original items, you will be charged the amount using the original payment method.

• Once I have exchanged an item, can I return online the new item at Zara.com?

  Yes. You can return it within 30 days of the e-mail confirming shipment of the new order.

• Can I exchange or return any item?

  Yes, as long as it is in perfect condition and has all its labels on it. Keep the following exceptions in mind:

  • 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: must be returned in the original sealed packaging.

• When will I receive the refund for my return?

  You will receive the refund in the same payment method used for the purchase within approximately 10-14 days, depending on your bank.

• Where can I get a Gift Card?

  In any Zara shop or at Zara.com. On the website you can choose either a physical or an E-Gift Card.

• Where can I use a Gift Card?

  You can use it in any Zara shop and at Zara.com.

• Can I use a Gift Card in a different country/region from where it was bought?

  No, the Gift Card can only be used in the shops and Zara.com website of the country/region where it was bought.

• Where can I get the following information: balance, expiry date and latest movements?

  On the menu “Gift Card” - “Check Balance”. You need to enter your Card number (16 digits) and the CVV (3 digits).

• What happens if I lose my Gift Card?

  The Gift Card is a bearer document. Zara will not replace the Card if it is stolen, lost or damaged.

• Can I top-up a Gift Card?

  No, the available balance will only increase if an item is returned that was paid for with the same Card.

• How do I use a Gift Card at Zara.com?

  Select payment method “Gift Card” and enter the Card number (16 digits) and the CVV (3 digits).

• How do I use an E-Gift Card in a shop if I received it by email?

  You can print the Card and show it to the cashier when you want to pay, or you can show it directly on your mobile phone.

• How do I activate a physical Gift Card bought at Zara.com?

  When you need to pay in a shop or online we will ask you for the last four digits of your mobile phone to activate the Card. This information will enable the buyer to proceed with the purchase. You can also activate it in the section “Gift Card” - “Activate Card”.

• Why could my Gift Card be rejected?

  Your Gift Card could be rejected for the following reasons:

  • The card may have expired. Check that your Card has not exceeded its expiry date.
  • There could be no balance left on your Card. Check the section “Gift Card” - “Check Balance”.
  • The details entered could be incorrect. Check that you have filled in all the required fields correctly.

• Do I need to keep a used Card?

  Yes, keep it in case you need to return an item bought with the Card.

• Can I return a physical Gift Card and a E-Gift Card bought online?

  Unused Gift Cards may be returned within 30 days as of the date of the shipping confirmation e-mail for the physical Gift Card, or as of the date of dispatch of the virtual Card to the intented recipient.

  If the return is made through Zara.com you do not need to send the physical card. We will automatically cancel the Card and you may destroy it.

• What happens if I return an item bought at Zara.com with a Zara Gift Card?

  The refund will be added to the existing balance on the Card if the Card still exists at the time of the return. If for some reason it no longer exists, the refund will be made to a Zara Credit Voucher Card.

• What is a Gift Receipt?

  A Gift Receipt enables you to send an order to the recipient without the article’s prices listed, and with the option of adding a personalised message.

  The person who receives the gift can make exchanges or returns in one of our Zara stores or through zara.com. The amount of the returned items will be refunded in the form of a Voucher Receipt (if returning them in store) or a Voucher Card sent by email (if choosing other return method).

  The person who receives the gift can make exchanges or returns in store. The amount of the returned items will be refunded in the form of a Voucher Receipt.

• How do I place an order and include a Gift Receipt?

  If you want to place an order for a gift, just check the box labelled "Gift Receipt" in the shopping bag. This option is not available if you include a Gift Card.

• Can I send a message to the recipient of the order?

  Yes. When you select the Gift Receipt option in the shopping bag, you can enter a short message that will be printed and included with your order.

• How can recipients find out that they will receive a gift?

  When you purchase a gift, you may enter the telephone number of the person who will receive it so that they may track and monitor the status of the delivery.

  If you prefer, you may enter your own details and you will receive the order status information.

• What is the deadline for making returns?

  The deadline for making returns is 30 days after the date appearing on the Gift Receipt

• How can I pay with the Voucher Receipt or Voucher Card I receive after making a return?

  If you are using a Voucher Receipt or a Voucher Card to make your purchase, please choose “Gift Card” as the method of payment.

• How can the recipient return an order sent with the Gift Receipt?

  The recipient may return the order by taking it to any of our Zara stores in the same country/region where the order was purchased, or by requesting a return through the Gift Receipt section of our website.

  The recipient may return the order by taking it to any of our Zara stores in the same country/region where the order was purchased.

• How does the recipient receive the refund?

  • The refund is issued in the form of a Voucher Receipt for items returned in a Zara store.
  • If the return is made from the website, the refund is issued in the form of a Voucher Card which is sent by email.

  A Voucher Receipt is given when the return is processed in the store.

• Can I receive the refund back to the original payment method?

  Yes, in that case, instead of using the gift receipt, please use the invoice that you can download from My account in Zara.com.

At Zara we strive to ensure the highest quality products. Consequently we like to inform our customers about articles removed from sale.

There are currently no product recalls in progress. To find out more about previous product recalls, please contact our Customer Service department.