Zara refund

Lucycopeland93

I returned a parcel to Zara via Evri, after 2 weeks I reached out Evri to later find out the parcel is confirmed as missing, I then reached out to Zara and was told I cannot be refunded? Evri will not refund me as I used a label provided by Zara, I have tried opening cases & speaking to several members of staff via all channels and they will not budge on the decision made, I don’t know what to do next as I am now £300 down and no resolution? Looking for some help or advice 

jon81uk

You are now at least the fifth poster on here to have returns not acknowledged by Zara.


Refused return from Zara — MoneySavingExpert Forum

Zara return not refunded — MoneySavingExpert Forum

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tightauldgit

Evri are right to say that if Zara paid for the label then you don't have a contract with Evri so they won't refund you.

The process should be for Zara to refund you and claim any compensation from Evri that they may or may not be entitled to. Are Zara refusing that because they didn't receive it? They should be, but as said previously there's a pattern with Zara now refusing to comply.

Lucycopeland93

It’s ridiculous especially when Evri have been really understanding and said if they liaised with them they would sort it but can’t sort it with me as I didn’t pay for the label 😩

Lucycopeland93

tightauldgit said:

Evri are right to say that if Zara paid for the label then you don't have a contract with Evri so they won't refund you.

The process should be for Zara to refund you and claim any compensation from Evri that they may or may not be entitled to. Are Zara refusing that because they didn't receive it? They should be, but as said previously there's a pattern with Zara now refusing to comply.

This is exactly what I’ve been trying to say to them but they are still point blank refusing saying they can only refund items that have arrived at the warehouse, 
I saw previously that people managed to claim through PayPal or there bank however I paid through my bank and there was more than one order on the parcel so I don't think they will help 

SJgirl84

Hi, I’ve had this issue a couple of times now. After it happened the first time I continued shopping there (stupid I know), had to return something again thinking surely it won’t get lost again and it did. 

The second time round I used WhatsApp only, not live chat, Twitter or a phone call. 

Put your return and order numbers, email and personal details to confirm for security. Include screenshots of the items you
returned and a picture of the blue Evri ticket you were given when you dropped your parcel (I also include a screenshot of the barcode provided by Zara to print the label)
Tell them you want your refund, their t&c’s state  “we will refund you without undue delay no later than 14 days from the date of your decision to withdraw or you have supplied evidence that you have returned the items back, whichever is earlier” you have provided proof of the return and if they could pass it to the relevant team to investigate. 

You should get your refund within a few days. 

I’ve spoken to others with the same issue and they too had success using WhatsApp. Just make sure you send everything mentioned above so they don’t come back asking for more information. 

Lucycopeland93

SJgirl84 said:

Hi, I’ve had this issue a couple of times now. After it happened the first time I continued shopping there (stupid I know), had to return something again thinking surely it won’t get lost again and it did. 

The second time round I used WhatsApp only, not live chat, Twitter or a phone call. 

Put your return and order numbers, email and personal details to confirm for security. Include screenshots of the items you
returned and a picture of the blue Evri ticket you were given when you dropped your parcel (I also include a screenshot of the barcode provided by Zara to print the label)
Tell them you want your refund, their t&c’s state  “we will refund you without undue delay no later than 14 days from the date of your decision to withdraw or you have supplied evidence that you have returned the items back, whichever is earlier” you have provided proof of the return and if they could pass it to the relevant team to investigate. 

You should get your refund within a few days. 

I’ve spoken to others with the same issue and they too had success using WhatsApp. Just make sure you send everything mentioned above so they don’t come back asking for more information. 

I have done this just as you instructed (even though I have done this several times over the past 5 days) but thank you for your help and at least I know you managed to get your money back fingers crossed it works for me, thank you x

SJgirl84

It’s ridiculous that customers are even put in these situations. It’s so frustrating and worrying thinking you won’t get your money back. Worst case you can do a MCOL where I am sure you will get your refund as Zara are breaking their own t&c’s

Lucycopeland93

SJgirl84 said:

It’s ridiculous that customers are even put in these situations. It’s so frustrating and worrying thinking you won’t get your money back. Worst case you can do a MCOL where I am sure you will get your refund as Zara are breaking their own t&c’s

It is and I do love Zara but it has really put me off shopping with them. What is a MCOL? thank you 

jon81uk

SJgirl84 said:

It’s ridiculous that customers are even put in these situations. It’s so frustrating and worrying thinking you won’t get your money back. Worst case you can do a MCOL where I am sure you will get your refund as Zara are breaking their own t&c’s

Not just their T&C but the law. Consumer rights also state should get refund once goods are passed to the agent of the seller. So if they are paying Evri then once Evri have the parcel then Zara have to refund.

Lucycopeland93

I have finally received by refund thank you all for your advice, I can finally stop stressing