Zara Home Return Process for Large Products Does Not Work
On April 29, 2026, I purchased a Zara Home tripod floor lamp through the Zara application. The product was delivered on May 5, 2026, via UPS Türkiye. Although the shipping box itself was completely intact, the lamp arrived broken. The three-legged metal base section — which should normally be a single solid piece attached to the body — was broken in three separate places directly out of the box.
What makes the situation even more suspicious is that the lamp shade had absolutely no damage, while the broken metal legs appeared to have been loosely placed inside the package almost as if they had already been broken before shipping. This strongly gives the impression that the product may have been knowingly sent in damaged condition.
I attempted to contact customer service to report the issue, but I have been unable to communicate with anyone. When I tried to create a return request through the application, the system redirected me to a home pickup option because the product is considered oversized. From there, an AI-based automated system instructed me to create a return request through email. However, the supposed return option and instructions do not actually exist clearly in the system, leaving the entire process completely blocked and unresolved.
I request that Zara Home arrange an easy door pickup return process for this broken product and fully refund the amount I paid for the lamp, including the shipping/delivery fee charged during the purchase process.
