Product not delivered
Zara

Bought from Zara and the product did not arrive? Learn how to demand delivery, request a refund and understand your rights.

Updated on October 24, 2026

What to do, step by step

Check the promised delivery deadline in the order and the tracking.
Request delivery through Zara official channels and keep the protocol.
If the deadline is missed, you may choose: a new deadline, an equivalent product or a full refund.
Paid by boleto or Pix? Formally request reversal. For card payments, you may dispute the purchase.
If there is no solution, file a complaint with Procon and on consumidor.gov.br.

Official channels: Zara

Official website: zara.com
Regulator: Procon · 151
consumidor.gov.br: Official government platform; filing a complaint is free

Frequently asked questions

What should I do when the delivery deadline is not met?

The CDC (Brazilian Consumer Protection Code, art. 35) allows you to choose between forced delivery, accepting an equivalent product, or cancelling the purchase with full return of the amount paid, including shipping.

I bought from a partner seller on the site. Is the site liable?

As a rule, yes: the marketplace is part of the supply chain and may be jointly liable for non-delivery, according to common court understanding.

Can I withdraw from an online purchase?

Yes. Art. 49 of the CDC guarantees a 7-day withdrawal period from receipt, with full return, for purchases made outside a physical store.

What are the official customer service channels of Zara?

Official channels of Zara: Official website: zara.com. Write down the protocol number of every contact and, if the problem persists, file a complaint with Procon.

What to do, step by step

Official channels: Zara

Frequently asked questions

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