Zara returned item lost in transit

arsenalboy

Advice please.

Purchased some items online from Zara of which one item was surplus to requirement.

Zara emailed me a Royal Mail 48 hour return label. I just had to stick it on the box, take it to the post office and get proof of posting which included a tracking number.

The item seems to have got lost in transit and has never arrived.

Zara say they cannot issue a refund because they do not have the item but they acknowledge it was posted.

Royal Mail say two things.

The first is that they cannot deal with me because I did not "purchase" the service. The service was purchased by Zara and I just took it to the post office on their behalf.

The second thing they told me was that the service purchased would not cover the value of item lost which is £69.99.

Any thoughts on this please?

KatrinaWaves

It is Zara's responsibility to claim from Royal Mail. They need to refund you...

You need to remind them of this.

shaun_from_Africa

arsenalboy wrote: »

Zara say they cannot issue a refund because they do not have the item but they acknowledge it was posted.

When returning goods using your 14 day right of cancellation, the retailer doesn't have to receive those goods before being legally obliged to issue the refund.
They must refund within 14 days of receiving the goods or 14 days of you providing proof that you have sent them back, whichever is the earliest.

If they don't actually get the goods back then they need to chase the loss with Royal Mail.