Zara Early Delivery Fee Paid but Order Still Not Delivered

On March 3, I ordered a black bomber jacket from Zara’s official website. During checkout, I was offered an “early delivery” option, and I paid an extra approximately $2 to have the item delivered by March 18; otherwise, I could have chosen free in-store pickup. However, as of today, March 27, I still have not received my order.

What makes the situation worse is that on March 26 at 9:42 PM, I received a notification stating that my order had been delivered. However, I have not received any package, and there is no delivery confirmation or signature from me. This suggests that a misleading or incorrect delivery record has been created in the system.

The shipping company listed is Cargox. Despite my attempts to contact them, I have been unable to reach anyone—no one answers the phone, and I have not received any response. Although the system shows the order as “delivered,” no package has arrived at my address in the Şişli Halil Rıfat Paşa area.

The expedited delivery service I paid extra for was not fulfilled by the promised date, and even after several days, the product has not been delivered. On top of that, it is incorrectly marked as “delivered” in the system. This situation represents both a serious customer grievance and a misuse of the service provided.

My order number is 5420*****17. I request that the location of my order be urgently identified and that it be delivered to my address in full, or alternatively, that I receive a full refund of both the product cost and the $2 expedited delivery fee. Otherwise, I will pursue all legal remedies available to me, including filing a complaint with the Consumer Arbitration Committee.

Receiving such poor service from a well-known global brand like Zara has been a major disappointment. I request that this issue be reviewed and resolved urgently.