Zara.com review: Return and refund of items purchased online

I bought a couple of items online but was not happy with the goods and wanted to return them, I paid via PayPal on 3rd December 2023. There was no return label or instructions accompanying my order and tried contacting their customer services but received no response. I waited until after Christmas and finally asked PayPal to help. They also tried contacting Zara, to no avail. They suggested taking the item to a store for return and refund. All this happened around 6th January 2024.

I visited Zara in Westfield Stratford, London, to return the item, but was rudely told that they were not able accommodate my request. I was instructed to conduct a WhatsApp chat, and throughout several exchanges I supplied proof of purchase and the evidence of the many attempts to exercise the return. All I kept receiving was an repeated message that I was attempting a return outside their 30-day policy. I continued to protest that I had been actively engaged in this return well within the return period, but all I received was a robotic answer repeating the 30-day criteria.

I have not been able to speak to anyone aside from the store operatives who were very unhelpful. I therefore wish to raise a complaint.

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