Zara Refused My Return Twice for a Dress Sent in the Wrong Size

On April 15, 2026, I ordered a dress with product code 2747/332/629 through the Zara mobile app under order number 5424*****67. When the item arrived, I discovered that the size sent to me was incorrect. In addition, the dress appeared to have been previously used or worn. Because of these issues, I immediately initiated a return and sent the product back.

During the return process, Zara claimed that the item I returned was not the same product that had originally been sent to me. Without providing any detailed explanation, the package was rejected and shipped back to me. After receiving the item again, I contacted Zara customer service and explained the situation. A new return authorization was created, and I sent the dress back for a second time.

Now, I have been informed that the product will once again be returned to me, this time because it has allegedly been deemed ineligible for return. However, no clear explanation has been provided regarding the reason for this decision. Despite repeatedly requesting clarification, I have not been given any detailed information about what specifically makes the item ineligible for return.

When I contacted Zara customer service through WhatsApp, I was told that they could not provide information about operational decisions and could only state that the product was not approved for return. As a result, I have been left without answers while the item has spent approximately one and a half months moving back and forth through shipping and return processes.

I am requesting the immediate approval of my return and a full refund for this dress, which was delivered in the wrong size and appeared to be previously used. I also expect Zara to provide a clear, transparent, and detailed explanation regarding the handling of my return and the reasons for the repeated rejection of my refund request.