How to complain to Zara and request an order review
Create a personalised complaint letter asking for the outcome that fits your case — such as a refund, replacement or compensation where appropriate.
ParcelClaim is independent and is not Zara. You can use the official complaint and support routes directly for free.
Official Zara complaint and contact options
UK chat and WhatsApp
Open Zara’s UK contact page and choose an available channel. Use its WhatsApp link rather than a number from a contact directory. Channel availability and hours are shown there.
Official social support
The same page lists Facebook ZARACare, X @Zara_care and Instagram @zaracare. Follow the links from Zara’s site to find the correct account; keep order numbers and personal details out of public posts.
Order-incident help
Issues with my order directs delivery problems to Customer Service and explains that an order can arrive in several shipments. Check your order details before describing an item as missing.
Step 1: make the initial complaint
Identify whether this is an online order, a store purchase or a collection problem. Include the order reference or receipt, the affected item and the response you are disputing. For a partial order, check the shipment breakdown first and name the item that remains unaccounted for.
Zara’s order-incident guidance says Customer Service may instruct you to complete a DOR document for a delivered-but-not-received case. If asked, follow the official instructions and keep your submitted copy. Do not assume that sending a ParcelClaim letter completes that document or opens a Zara investigation.
Step 2: request review if unresolved
Return to Customer Service with the previous contact date or case reference, a short description of the unresolved point and any new evidence. Ask it to review the delivery or refund decision and explain what the next step is. Save the chat or message history so you can show which answer you are challenging.
This internal review request is practical follow-up advice, not a separately published appeal team or escalation email.
For purchases covered by Zara’s current UK Purchase Conditions, section 31 (PDF), a complaint may be referred to RetailADR if Customer Services cannot resolve it and you remain dissatisfied after Zara’s complaints handling procedure has concluded. This is a later step, not the initial complaint route; check the scheme’s current eligibility requirements rather than assuming every Zara-related purchase qualifies. The terms direct complaints about TikTok Shop purchases to the TikTok complaints procedure.
Information and evidence to have ready
- Order or receipt reference, purchase channel and affected item details.
- Shipment breakdown and the particular delivery or collection in dispute.
- Copies of Customer Service chats, any requested DOR submission and supporting delivery evidence.
- Return handover, refund confirmation and the amount still outstanding.
Zara parcel, order and refund complaints
- Delivery decision disputed: Zara missing-order guidance covers the parcel checks; explain here what you want Customer Service to reconsider.
- Only part arrived: distinguish a separate shipment from an item missing inside a delivered parcel. See missing-item help.
- Return not accounted for: attach handover and tracking evidence; use lost-return guidance for the delivery issue.
Want Zara to put the problem right?
Create a personalised complaint letter asking for the outcome that fits your case — such as a refund, replacement or compensation where appropriate.
Create My Complaint Letter — £2.99Tailored to your case • You send it yourself. For other issues, use the official company routes above.
Official sources
Checked on 3 October 2026. Use these published sources to confirm current details. Preparation advice and requests for further review are ParcelClaim’s practical guidance unless an official procedure is specified.
ParcelClaim is an independent self-help service, unaffiliated with Zara. We do not contact the company or send your complaint for you.