0

SHOPPING GUIDE

FAQ'S


  • WHAT KIND OF INFORMATION CAN I CONTACT CUSTOMER SERVICE ABOUT? You can make enquiries about products, orders, payments, returns and other issues.
  • WILL I RECEIVE THE SAME PRODUCT AS I SEE IN THE PHOTO?
Photos are taken with the highest quality to reflect every detail of each product. You may find differences in products in which the format of the raw materials and their manufacture affect the final results.
  • CAN I RECEIVE PERIODIC INFORMATION BY E-MAIL ON LATEST PRODUCTS AND OFFERS?
To get all the latest news, you can subscribe to a periodic newsletter with information on offers and new products. You can subscribe in the Newsletter section.
  • CAN I CANCEL MY SUBSCRIPTION TO THE ZARA HOME NEWSLETTER?
In all the e-mails you receive there is a link for you to cancel your subscription immediately.
  • DO I NEED TO REGISTER OR SUBSCRIBE TO MAKE PURCHASES?
You can place an order as a guest, without subscribing or having to create a user account in the online store.
  • IS IT POSSIBLE TO CANCEL AN ORDER?
Yes, provided the packaging and dispatch process has not yet begun. You can request cancellation by emailing THE SHOP.
  • WHAT HAPPEN IF ONE OF THE ITEMS RECEIVED IS DAMAGED?
The damaged item will be replaced as soon as possible. To request a replacement please email THE SHOP.
  • WHAT SHOULD I DO IF ONE OF THE ITEMS I RECEIVED IS DIFFERENT FROM THE ORDERED ONE?
We try to replace the wrong item as soon as possible without extra charge.




PURCHASING PROCESS


  • SHOPPING GUIDE FAQS PURCHASING PROCESSHOW CAN I FIND A SPECIFIC ARTICLE?
The products are classified in different categories and each category, in subcategories. Access the corresponding subcategory in the left-hand menu to see the products it contains. There are groups of items in which you can choose the sizes and colors before purchasing. You may also use the search bar located at the top of the webpage to locate items.
  • HOW DO I ADD AN ITEM TO MY BASKET?
Once you have chosen an item, its color (if applicable), size and quantity, you must click the button "Add to cart" to include the item in your order.
  • WHAT STEPS DO I TAKE TO PLACE AN ORDER?

  1. Choose the section and choose the category within the section you are interested in.
  2. Click on the item you wish to buy and you will see various photos of this item, along with its name, reference number, description, price, colour, available sizes, composition and care.
  3. Select a size and add the item to your basket. Then you can either choose 'Continue shopping' or 'Process order'.
  4. To process your order you can make a guest purchase.
  5. Your order will be delivered to your home address and click 'Finalise and Pay'.
  6. Select a payment method. Enter your details and click 'Authorise Payment'.
  7. You will then receive an email confirming your order
  • CAN I ACCESS MY INVOICE?

    Yes. You can access to it in the section Orders Placed from your account as soon as the package is in the hands of the transportation company.




PAYMENT


  • WHAT PAYMENT METHOD CAN I USE FOR MY PURCHASES?

The following payment methods are available: Visa, Mastercard, American Express and PayPal.
  • WHY COULD MY CREDIT CARD BE REJECTED?​​​​​​
The details we request from you must be the same as those on your credit card. A simple typing error can cause the operation to be rejected, so we ask you to complete the payment form carefully. Your credit limit may have been exceeded or the card might have expired. Please contact your bank about any queries you may have about your payment credit card.




DELIVERY


  • WHERE CAN I RECEIVE MY ORDER?
It can be sent to an address selected by you (home, work, etc. - never a PO Box). Items are available for global shipping.
  • HOW LONG WILL MY ORDER TAKE TO ARRIVE?

Please expect delivery delays of up to 10 to 15 business days due to COVID-19.
  • CAN I TRACK THE STATUS OF MY ORDER?
Yes, you will receive an e-mail with a link for tracking the package as soon as it is ready for dispatch.




RETURN


RETURNS THROUGH THE RETURN CENTRE

  1. Fill in the receipt: check the box of the item that you want to return and indicate the number of item you wish to return in the “quantity” column.
  2. Pack the products along with the receipt.
  3. Send your return to our return centre, paying for any shipping costs yourself.
  4. The product(s) must be returned in the original sealed packaging.
The address is: 306-2932 YONGE ST, TORONTO, ON M4N 2K2, CANADA
  • DEADLINE
You will have a maximum of 30 days counting from the day the shipping confirmation e-mail is sent.
  • HOW WILL I RECEIVE MY REFUND?:

Once the refund has been approved, the amount will be returned (except shipping fee) via the same means used to make the purchase.
  • DEFECTIVE PRODUCTS:
Please, send an e-mail to THE SHOP




TECHNOLOGY


  • WHAT SCREEN RESOLUTION DO I NEED?
Adapts to all resolution types, whether that of a mobile, tablet or widescreen.
  • IS IT SAFE TO SHOP AT THE SHOP ONLINE?

Yes. You can shop with complete confidence because we take great care in providing resources that guarantee the security both of your purchases and of your data.
  • WHICH INTERNET BROWSERS SHOULD I USE TO VIEW THE ZARA HOME WEB SITE CORRECTLY?
The web site is optimized for viewing with Microsoft Internet Explorer 11 or higher, Microsoft Edge 12 or higher, Mozilla Firefox 58.0 or higher, Google Chrome 64.0 or higher and Safari 9 or higher. You can install the latest versions of each browser through the following links: Mozilla Firefox Google Chrome Internet Explorer Edge Safari





  • Black Instagram Icon