I Face Zara Not Allowing a Size Exchange Because They Won’t Update My Email

I purchased a coat from Zara’s online store, but I am experiencing serious trouble with the return process because I need to exchange the size. I have been trying to complete the return for about four days, yet due to system-related and communication issues, I still cannot return the item.

Even though I have my order details and all the required information, I repeatedly requested a return label through live chat. Since I no longer have access to my old email address, I asked that the return label be sent to my new email address. However, I was told, “We can’t send it,” and no assistance was provided.

Despite sharing all the necessary information without any missing details, the fact that the return cannot be processed just because my email address changed is not an acceptable service approach. I actually like the coat and only want to exchange the size, but since the return label has not been sent, I am unable to use this right.

I request that Zara correct this practice, which harms customers even when order and identity verification can be completed, and that my return/size exchange process be handled urgently.