Bought something from Zara that broke too soon?
We’ll help you check if it’s still under warranty and submit a claim that gets taken seriously.
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What does Zara's warranty cover?
- Manufacturing Faults: Zara covers genuine defects like stitching issues, broken zippers, faulty soles, or material flaws.
- No Fixed Warranty Period: Faulty items can be claimed within a “reasonable period” under Australian Consumer Law, even outside the 30-day standard returns.
- Change-of-Mind Excluded: Zara’s regular 30-day returns apply only to non-faulty products. Warranty applies to defects.
- Consumer Law Protection: All remedies sit alongside your rights under Australian Consumer Law guarantees.
How to claim a warranty with Zara
- Contact Zara Customer Service: Use Zara’s live chat (Mon–Fri, 9am–9pm AET), message @Zara_Care on X/Twitter, or contact them via Facebook. For in-store purchases, take the faulty item directly to any Zara store.
- Provide Proof of Purchase: Order number, online confirmation email, or store receipt required.
- Submit Evidence: Attach clear photos if claiming online. For in-store claims, staff inspect the fault directly.
- Follow Zara’s Guidance: Zara may issue a prepaid return label, request an in-store return, or arrange a direct resolution.
- Resolution: If accepted, you’ll receive a refund (within ~14 days), an exchange, or a free repair, depending on availability.
Exclusions & limitations - when Zara's warranty doesn't apply
- Misuse/Accidental Damage: Stains, rips, or shrinkage from incorrect washing aren’t covered.
- Normal Wear & Tear: Natural fading, worn soles, or fabric pilling.
- Altered Items: Tailored, hemmed, or otherwise modified garments may be excluded.
- Cosmetic/Minor Issues: Small loose threads or signs of wear not deemed manufacturing faults.
- Proof of Purchase Needed: Claims without receipts/order confirmations may be declined.
Required documentation for Zara warranty claims
- Proof of Purchase: Receipt, order number, or confirmation email.
- Product Details: Article name/number + purchase date.
- Photos of Defect: For online claims, take multiple clear photos.
- ID (in-store): Driver’s licence or card used for purchase may be requested.
- Care/Warranty Info: Rare, but bring if the product came with it (e.g., footwear or Zara Home).
How long does the warranty claim process take with Zara?
- In-Store: Claims often resolved same day – staff approve refund/exchange on the spot.
- Online: Usually 7–14 days (includes shipping + inspection).
- Refunds: Processed back to original payment within ~14 days after confirmation.
- Follow-Up: Contact Zara if no update within expected timeframe.
Zara cases submitted through Ajust
Recent Zara customer warranty experiences
Smooth Resolution: A customer returned faulty boots after 2 months. Zara store approved an instant exchange with no issues.
Claim Denied: A loose button on pants was deemed “not a fault” → no refund. Customers recommend being clear why it’s a manufacturing defect.
Delayed Resolution: Some users reported weeks of chasing support online, only resolving after persistence or escalation.
Official Zara Warranty Policies & Support Links
Zara Warranty FAQs
If you don’t act now, you might lose your rights.
We’ll help you file a complaint and use your warranty the way it was meant to work.