On November 19, 2025, I placed an order with ZARA under Order No. 54016874557, consisting of 25 items with a total value of $1,637.
Within this order, I created two separate return requests on December 15, 2025, and December 18, 2025, both of which were sent back to ZARA using your contracted shipping service. While the refund for my December 18, 2025 return was processed and credited to my account without any issue, the refund for the items returned on December 15, 2025, with a total value of $857, has still not been issued.
It is unacceptable that two returns from the same order, completed using the same procedure, are being handled differently. During my communication with ZARA customer service via WhatsApp, I was told that the refund could not be processed because the returned items were allegedly not received or not registered in your warehouse.
However, this claim directly contradicts the tracking information available both in the ZARA mobile app and in the DHL eCommerce system, which clearly shows that my return with Shipment No. 869195058982 was delivered to your return facility on December 19, 2025.
Despite these confirmed delivery records, the continued failure to process my refund represents a serious customer service issue and places an unfair burden on the consumer. I am providing all relevant screenshots and documentation related to the return and delivery process for your review.
I do not accept the ongoing delay of the refund for my December 15, 2025 return, despite confirmed delivery to ZARA. I request an urgent review of this matter and the immediate reimbursement of the outstanding refund amount of $857.
If this issue remains unresolved, I reserve all my legal rights and will proceed with filing complaints with the Consumer Arbitration Committee and pursuing all other legal remedies available to me. I kindly request your prompt attention to this matter and look forward to your response as soon as possible.
Order No.: 54016874557
Shipment No.: 869195058982
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