Zara order tracking: delivery, returns and problems

Who delivers my Zara order?

Zara's pages for these five countries don't name its delivery couriers. They speak of "the courier", "the carrier" or "the shipping company". Each country has its own Zara site, and the delivery address must be in the country of the site you buy on.

To collect from a store, show your Zara QR or the QR code on your e-receipt; someone else can go for you with their ID. At a drop point you need ID, and someone going for you needs your written authorisation and a copy of your ID.

Large Zara Home items are different: Zara contacts you to check the space, the item stays packed until it's in the room you chose, and store or drop point delivery isn't available. In the UK, Zara doesn't deliver to homes in Jersey and Guernsey. In the US, it doesn't ship perfume to Alaska.

1. Zara's warehouseBeing prepared, then Sent
2. The courierCollected by courier
3. A Zara store or drop pointBring your QR code and ID
4. YouDelivered to customer

Where is my Zara tracking number?

Look in these places:

• Your Zara account. Open Purchases and the order's details. You see the status, the estimated date, a new date if the order is late, and each delivery if the order was split.
• The guest link. If you bought without an account, use the link in any email about your order. In the US and Canada it's called "Manage Your Order".
• The shipping email. Zara's US and Canadian pages say the courier's tracking number is in the shipping confirmation email and in your order details, often with the courier's proof of delivery.

Zara also emails you each time the status changes. The statuses:

Canada uses the US wording, except Sent and Collected by the courier.

Other shops: find your tracking number. Not sure whose number you have? Type it here:

Why is my Zara order late, or why isn't tracking moving?

Checkout shows the estimated delivery date before you pay, and the options depend on your address, the time you order and stock. In the UK, delivery takes longer to Northern Ireland and remote areas. When nothing moves, it's usually one of these:

• A split order. Depending on stock, Zara may offer at checkout to send your order in several deliveries, each with its own date and shipping options. Your order details show each one.
• Still at Zara. While the status is Being processed or Being prepared, the courier doesn't have the parcel yet.
• A new date. If Zara can't deliver on the estimated date, it emails you and puts the new date in your order details.
• Nobody was home. Contact Zara: it checks with the courier. Zara UK's terms say the parcel goes back to the depot and you get a note saying where it is and how to rearrange delivery. Zara US's terms say a driver may leave it with a neighbour or in a safe place, and a parcel that needs a signature gets two more attempts before it goes back. More: missed delivery.

How long Zara gives itself: the UK terms aim for the date in the shipping confirmation or, if none is given, at most 30 days from the order confirmation; after 30 days, you can cancel and get the price and delivery costs back. The US terms give 15 business days from the shipping confirmation when no date was shown, and up to 20 for Alaska and Hawaii. When waiting is still normal: tracking not updating.

Changing the order. You can cancel while the status allows it, from the order details or the guest link. With an account and home delivery, you can change the address while the status allows it. The shipping method and the items can't change once you've paid. More: change the delivery address.

Zara delivery options and costs

UK. Delivery times grow for Northern Ireland and remote areas:

US.

Ireland. Home or drop point in 5 to 7 working days costs €3.95, free over €50 on full-price items. Home in 2 to 3 working days costs €9.95. A Zara store is free, in 5 to 7 working days.

Canada. Home or delivery point in 1 to 5 working days costs $3.95, and home in 1 to 2 working days $9.95. Same day delivery in Toronto costs $9.95 for orders before 1 pm, Monday to Friday, and arrives between 5 and 9 pm. A Zara store is free.

Australia. Home or drop point in 1 to 5 working days costs $7.95, free over $75 on full-price items, in major metro cities except the NT and Tasmania. Next day costs $9.95 in Sydney, Melbourne, Adelaide, Perth CBD, Canberra and Brisbane. Same day costs $15.95 in Sydney and Melbourne for orders before 2 pm AET, Monday to Friday, delivered from 6 to 9 pm. A Zara store is free.

Some options disappear depending on the time you order; checkout shows what's left. A large Zara Home item has its own delivery charge. More: parcel lockers and pickup points and uncollected parcels.

Zara parcel not arrived or marked delivered: what to do

Look first, then report. In order:

1. 1Check the trackingOpen the order details in your account, or the guest link. A split order shows each delivery and its date, and a late one shows the new date. Then open the courier's tracking: it often shows the proof of delivery.
2. 2Look around and askCheck mailrooms, safe places, neighbours and building staff. In the US, Zara asks you to wait 72 hours after the delivered status, since couriers sometimes mark parcels delivered early, and to ask the courier. In Canada, wait 48 hours.
3. 3Contact ZaraUK and Ireland: chat or WhatsApp. US: chat, or 1-855 635 9272. Canada: chat, or 1-877 550 1108. Australia: chat. Have your order number, the courier's name and the tracking number ready.
4. 4Report the issueZara files these under "Issues with my order" (US and Canada: "Incidents with my order"). Delivered but missing: in the UK and Ireland, Customer Service may ask you to fill in the denial of receipt form, with the courier, tracking number, order number and missing items. You confirm you asked your household and neighbours and searched your property; a false statement could lead to prosecution. An item missing: check first whether it comes in another delivery. A wrong or faulty item: tell Zara, or take a faulty one to a Zara store.
5. 5Refund or new itemZara checks with the courier and offers a solution. Under Zara UK's terms, a faulty item gets a full refund, delivery included, once Zara has examined it, and an order not delivered within 30 days of the order confirmation can be cancelled for the price and delivery costs. The same terms put the parcel at your risk only from delivery.

In the US, Zara's terms add that for a lost or missing parcel it gives you the carrier and tracking number so you can contact the carrier yourself. More: parcel marked delivered but not received, lost parcel and damaged parcel.

Returning a Zara order

You have 30 days from the date your order shipped, in all five countries. Items must be in their original condition with all labels, and you return them in the country you bought in. Your order details show the last day.

• In a Zara store. Free, with your Zara QR or receipt; someone else can go for you. In the UK, Zara Home items can also go back to a Zara Home store. In Canada, the store must carry the section you bought from.
• At a drop point. Request it under Returns in your account, or through the guest link. Zara emails you instructions and one label per box to print, or a barcode or QR code you don't need to print. Zara deducts the cost from your refund: £2.95 in the UK, $4.95 in the US, €1.95 in Ireland and $3.95 in Australia. In Canada it's free, and Zara's terms name Purolator, PudoPoint and Canada Post for it.
• A large Zara Home item. Contact Zara to arrange a collection from your home.

Zara refunds you on the payment method you used. It processes a return within 72 hours of receiving it, and the money arrives within 14 days, depending on your bank. If you sent several boxes, each may be refunded separately. In the UK and US, swimwear needs its hygiene sticker, and men's underwear can't go back. Where the return's tracking number is: returns tracking.

Can I track a Zara parcel in Peek?

Yes, with the courier's tracking number. Zara doesn't name its delivery couriers in these countries, so paste the number into Peek all the same: Peek follows more than 3,500 carriers. When several carriers share a number shape, Peek asks the likely carriers and shows the one that knows the number. If several know it, press "Choose"; if it shows the wrong one, press "Change" and pick the right courier. Paste a return label's number the same way.

If a parcel changes carrier on the way and the first carrier names the one taking over, Peek keeps the history from the start and follows the new carrier. Peek shows what the courier publishes. Reports, refunds and returns stay in your Zara account.