Zara has one of the worst return policies I've ever seen. They were not flexible with Christmas item exchanges if a different size was needed (past the 30 day return policy). Now I own a lot of clothing items that don't fit whatsoever. Another terrible rule is if the item was bought in the store, it can't be returned online. I don't live near a Zara but now I have to make a road trip just to return any in store items! Absolutely ridiculous and I won't be shopping here again. Have a more flexible policy if you want to keep customers!

Purchased two items there. A pair of pants and a black top. Disappointed. The materials for both items are cheap. Workmanship is cheap also. Lines ridiculously long to pay. Cold employees. Never again.

Stood in line for 30 minutes to make a return with only three people ahead of me. The two ladies that were running the return registers talked to each other the entire time never once speaking to the customers, except to tell them that their receipt would be in their email. Not a hello, not a question as to why items are being returned, zero dialogue with customers. They just carried on a conversation between the two of them the entire time which also slowed the return process tremendously. Used to be one of my favorite stores. I can spend thousands elsewhere.

Zara used to be very good in customer service and generous on return policy. Now, the return takes over 30 days for them to accept the return and it would take another 14 days for them to refund money back. If you're not 110% sure in product, think twice before you buy.

Hello, I really like your service, I ordered my son's things, received orders very quickly, prices are very cool and often promotions. Your quality is not comparable to other brands. Thanks for the quick reply you are wonderful

I've ordered a lot from Zara online and have been mostly happy, I had to send a few pieces back because they were too cheap-looking or shoddily made but no problems there. My last order however, they double charged me for an identical order and shipped one of them to a different address. I contacted them and they have accused me of lying, that obviously I ordered two of the exact same thing at the exact time and generously arranged to have them delivered to a stranger! I'm the Santa Claus of gold booties and silk dresses apparently! They're saying that since they show that all packages were successfully delivered they are innocent of any wrongdoing and I will not be issued a refund. Infuriating. I'm going to dispute the charges with my credit card company and see if they can help.

Do NOT order from their online store at all costs. Avoid it like the plague! I've read the reviews prior to purchasing and made the mistake of giving Zara a chance.
I ordered 1 jacket at the end on March. It took 23 days to arrive at the store I wanted to pick it up at! 23 DAYS to ship across the country! It baffles me how I could have simultaneously ordered an item from Japan and it would have arrived faster!
Not only that I contacted customer service 3 times and the only response I got was "your request has been forwarded to the appropriate department."
What is wrong with this company's system, it clearly doesn't work at all.

I have shopped with Zara for years and have been a loyal/frequent customer. It infuriates me the amount of business and money I have spent with them for them to do nothing about a missing item in my package, except deny my claim. They simply took the word of the warehouse, with no proof. No video, no photo, no anything. The agent on the phone denied my request to speak to a manager or supervisor. Their response is they don't have one. How does this company operate? The worst part is that this isn't the first time this has happened, and you'd think they'd install cameras at the warehouse or something. Nope, instead, they don't take their customer's word or make it right. Instead, they steal my money/product. Zara is a greedy corporation.

I bought a shirt that was 50% cotton and 50% polyester and it shrunk about 3 inches after I washed it. Apparently you are not supposed to dry ANY of their items and know what all the washing SYMBOLS mean on the label, because there are ZERO directions in English. So if this does happen to you and you are honest about what happened... well don't expect any money back! Come on ZARA. Stand behind what you sell. There is too much competition out there with better customer service. You should be worried. Count me out.

Ordered $200+ worth of clothing from Zara.com. They used a shipping company called "Lasership." Lasership tracking claims that they left the box by the front door of my apartment building in New York City. Great. That's basically the same thing as tossing the box in the middle of the street. I didn't receive the package, Lasership refuses to communicate with me, Zara could care less and refused to give me contact information for a manager so I could escalate the situation. Zara and Lasership are fraudulent. Beware.

Worse experience I have ever had in my life. I just bought my son a coat, washed it once and ruined. I washed it in cold water and all the inside balled up. I didn't even dry it thank god! Probably would of went on fire! I messaged customer service for them to leave me hanging. Called 800 which asked for pics. It won't show in the pics so they escalated it to a different department. Got a email next day requesting pics. Called back 800 and guy says they need pics. I told him you can't see it in pics and it has to be touched. He still insists on pics. I ask for a supervisor who I'm told I have to wait THREE days for one to call me. All I want is to exchange the item. Mind you I just ordered two other coats for my other kids which will now be returned. Items are trash and so is customer service. STAY AWAY FROM THIS COMPANY. RIP OFF

Very disappointed! It's not the first time they mess up my order! Called in waited 2 days nobody called me back, called again and was told that they will not ship my missing item or either refund me, because they shipped everything.
So I guess I'm lying? What? I just think it's not fair to paid for someone mistake. Very upset! So if you buy from them pray for not having a missing item, otherwise you will end up like feeling robbed!