From my personal experience, I have found Zara to be an absolute disgrace to retail. Their customer service is run via Whatsap to a robot. They sent me the wrong items, refuse to rectify this error so I took all 4 items to store for refund and only been issued refund for one out of four items. I has now taken them almost 2 weeks and they still have not issued the correct refund and this is with me asking them repeatedly for an update. Each time they ask that "my case" needs to be escalated, even though it clearly is a mistake their end, very clearly demonstrated via their emails: returned 4 items. refunded for one. Easy enough to correct instantly. Yet Zara have now take nearly 2 weeks and are still thinking about it. I am NEVER using them again.