Unable to Return Zara Online Order Stuck at Store

On October 30, I placed an online order from Zara to be picked up at the İstMarina store. Unfortunately, I couldn't go to the store to collect the item, and now I want to return it. When I contacted customer service, they told me I must visit the store to process the return. However, the product has been sitting at the store for two months, and despite not collecting it, the return hasn't been processed.

Adding to the frustration, there are no clear communication channels to resolve this issue. I expect Zara to provide a solution for this problem without requiring an unnecessary trip to the store. Please address this matter promptly. My order number is 5346*****23.