Zara Has Not Refunded My 4 Returned Items

I placed two separate online orders from Zara and later returned a total of four items using the two return labels provided to me. I handed over both return packages to Sürat Cargo on 07.11.2026, strictly following Zara’s return procedure and using the official return codes generated by the system. According to the cargo tracking information, both parcels were delivered to Zara’s warehouse. After waiting approximately one week for my refunds to be processed, I contacted Zara customer service, only to be told that the returned items could not be found in the warehouse. Despite this, I have neither received a refund for the products nor have my items been sent back to me. I am therefore left without both my money and my goods. The orders and product references involved are as follows: order number 54477202089 for items 0653/238, 9598/134 and 3152/005, and order number 54484310043 for item 3111/810. All of these were included in the two return shipments sent via Sürat Cargo, and the delivery records clearly show that the packages reached Zara’s warehouse. If the products were lost or misplaced after arriving at the warehouse, this is an internal issue that does not fall under the customer’s responsibility. I have duly fulfilled all my obligations as a consumer by returning the items within the legal return period, using the official return labels, and ensuring that the parcels were delivered to Zara. I request that both return shipments be urgently and thoroughly investigated using the cargo tracking information and warehouse delivery records, and that full refunds for all four items in both orders be issued without any further delay. I also expect a clear, written explanation of what happened to my returns, together with written confirmation that the full refund has been processed. If this issue is not resolved promptly and satisfactorily, I reserve my right to escalate the matter to the relevant consumer protection authorities.