Zara Refused to Cancel My Delayed Store Pickup Order

On 05/06/2026, I placed an order through Zara Online using the “store pickup” option. During the checkout process, the system clearly stated that I would be able to collect the product from the Balçova İstinyePark store on 05/08/2026. I specifically relied on this delivery date because I intended to give the item as a birthday gift at an event I would attend on Saturday.

Later, I received an email informing me — without any explanation — that the delivery date had been changed to May 12–13. Despite delaying the pickup date significantly, Zara still shipped the product on 05/07/2026. Once the delivery date was postponed that far, the order completely lost its purpose for me, so naturally I wanted to cancel my order numbered 5468*****16.

When I contacted customer service, I was told that I could not cancel the order before it arrived at the store. Instead, I was instructed that I must physically go to the Zara store, receive the product first, and then immediately return it to the staff. In other words, I am being asked to travel to the store and “accept” a product that is never even being delivered to my personal address, only to hand it back instantly. I do not find this procedure logical or customer-friendly at all, and I believe the order should simply be canceled directly through the system before it even reaches the store.

Because of this process, I have been seriously inconvenienced both by the arbitrary delivery delay and by Zara’s unnecessarily complicated cancellation procedure. I request that my order numbered 5468*****16 be canceled immediately before it reaches the store and that my payment be refunded in full without requiring me to physically collect and return the product.