Zara Home Order Marked as Damaged by Courier but No Refund Has Been Issued

I am requesting information and a resolution regarding a serious issue I experienced with a Zara Home order shipped through Bir Günde Kargo. My package, associated with tracking number 5472******92, was scheduled for delivery on May 12, 2026. After reaching the Istanbul Europe distribution region and being marked as out for delivery, the shipment was apparently returned to the warehouse due to being classified as “damaged.” However, I was never contacted, informed, or given any explanation about this decision.

More than a week has now passed, and I have still not received any information regarding the status of my package. In addition, the amount I paid for the order by credit card has not been refunded. As a customer, I find it unacceptable that a shipment can be removed from the delivery process without any notification or follow-up communication.

I contacted Zara Home customer service and was informed that, according to their system, the package still appears to be in transit and that no return process is visible on their side. I have also attempted to contact Bir Günde Kargo numerous times, but I have been unable to reach anyone. My calls go unanswered, and there is no effective way to obtain information regarding my shipment.

I request an immediate explanation regarding why my package was classified as damaged, at what stage it was returned to the warehouse, and why neither the delivery nor refund process has moved forward. I also expect a prompt resolution, including either the completion of delivery or the immediate refund of the amount I paid for the order.