Zara Fast Delivery Service Failed – What to Do When Order Is Missing

I placed an order on Zara’s online store (order number 543*068) and chose the next-day delivery option, for which I paid an additional shipping fee. I placed the order on Monday, and it was supposed to be delivered the following day to my Çerkezköy, Tekirdağ address. However, the package was never delivered — the Zara app falsely marked it as “delivered,” and the delivery option was later removed. I only received a notification email afterward with no real explanation.

When I contacted Zara customer service, they said they were not aware of the delay and that they could only refund the shipping fee. But I specifically chose and paid for express delivery to receive the product quickly. If Zara offers this option as a guaranteed service, then the order should be delivered on time — and if not, customers should be personally informed. Refunding only the shipping fee does not resolve my inconvenience.

I trusted Zara’s service, and I am deeply disappointed with this experience. I request that my issue be resolved properly, and that Zara take necessary measures to prevent similar cases in the future.