Zara Order Marked Shipped But Never Given To Courier

On 17 December, I placed an order on Zara with the order number 54510016330, to be delivered to the address in Manisa/Şehzadeler. The payment of ₺1,790 was made by debit card. Although the order has been shown as “shipped” in the Zara system for a long time, the product has not been delivered to me. To clarify the situation, I contacted the cargo company BirGundeKargo, whose name appears in the system, and I was clearly informed that the package had not yet been handed over to them. In other words, the product that Zara states has been shipped does not actually appear in the courier company’s records. I have spoken with Zara customer service many times to resolve this inconsistency. However, I have only been given standard responses such as “it is being checked” and “we are in contact with the courier company,” without any concrete solution. Although a tracking number was shared with me, there is no record of the shipment when this number is queried in the courier company’s system, which strongly suggests that the product was never actually shipped. Despite weeks having passed since I placed the order, the product has not been delivered to me, nor has any clear, transparent and satisfactory explanation been provided. Throughout this process, I do not feel that either my time or my financial rights as a consumer have been respected. The sense of responsibility and customer satisfaction one would expect from a large and corporate brand has unfortunately not been demonstrated. I have already contacted Zara through official channels via email and WhatsApp, yet I still have not received a definite solution. If this grievance continues and no clear resolution is provided, I would like to state that I will apply to the Consumer Arbitration Committee within the scope of Law No. 6502 on the Protection of Consumers. All correspondence, screenshots and cargo records are in my possession. I am sharing this not only to express the problem I am experiencing but also to request a concrete solution. Either my order should be delivered to me immediately and in full, or the amount I paid should be refunded without delay. Otherwise, I will not refrain from exercising my legal rights and I will follow the process to the end.