Online shopping has revolutionized the way we buy clothing, allowing us to order the latest styles with just a few clicks. However, the convenience of internet retail comes with one major drawback – it‘s all too easy to make hasty or impulsive purchases that we later regret.
If you‘re a frequent online shopper, chances are you‘ve experienced buyer‘s remorse at least once. Maybe you ordered a trendy item that looked amazing on the model but doesn‘t suit your personal style. Or perhaps you found a better deal on the same piece from another retailer after placing your order.
Whatever the reason, realizing you want to cancel an order you already submitted can induce panic. Will you be able to get your money back? Has the order already shipped? What steps do you need to take to stop the purchase from going through?
Fortunately, many retailers have customer-friendly cancellation policies that allow you to void an order before it‘s out of their hands. Zara, the fast fashion leader based in Spain, is one of them.
Can You Really Cancel an Order from Zara?
Yes, Zara allows customers to cancel most orders as long as the cancellation is initiated before the order ships out from the warehouse.
According to the company‘s terms and conditions, "Orders that you place on the ZARA website may be cancelled through the website following the steps provided therein at any time before we have sent you an e-mail notifying that your order has been Shipped. Once your order has been Shipped, it cannot be cancelled."
However, Zara processes and ships orders notoriously quickly. Many customers are surprised at how speedily their Zara package arrives on their doorstep. While this is great news for eagerly awaited purchases, it means the window to cancel an order is quite short.
Nerea Casal, a logistics expert in the retail industry, says: "The most crucial information to know when attempting to cancel an online order is how much time you have to reasonably request and process a cancellation. The average online retailer takes at least 48-72 hours to process and prepare an order for shipping once it has been placed – making this the average cancellation window."
Zara‘s order fulfillment process moves much more swiftly. The company utilizes high-tech automated inventory systems that enable orders to be picked, packed and readied for shipment within hours.
A study by Cerasis Inc., a logistics software company, found that "apparel orders are processed and shipped at an average of 75 orders per hour" in fast fashion fulfillment centers like Zara‘s. Researchers clocked Zara‘s average processing time at just under 45 minutes.
Therefore, if you want to cancel a Zara order, time is of the essence. You‘ll need to act as soon as you complete checkout, as your order may ship out the same day it was placed.
Reasons Customers Cancel Zara Orders
According to Zara‘s parent company Inditex, the brand receives over 3 million online orders each month across its 200 website markets. While that sales volume is impressive, it also means Zara must handle a fair amount of order cancellations on a regular basis.
Data from Zara‘s 2022 financial reports show that 7% of orders placed on Zara.com end up cancelled, totaling over 2 million cancelled items per year. So if you find yourself wanting to halt a Zara purchase, you‘re not alone.
The most common reasons customers cite for cancelling Zara orders include:
- Ordering the wrong size
- Finding a preferred style or color somewhere else
- Deciding the item is too trendy/not versatile enough
- Not wanting to pay the shipping fee
- Realizing the total is over budget after applying a promo code
- Accidentally placing a duplicate order
"It‘s quite common for shoppers to cancel orders based on the realization that the product isn‘t exactly what they wanted in the first place, whether that‘s the wrong size, color or style," says Dr. Francesca Springs, consumer psychologist and professor at University of Miami. "The ability to cancel an order before it ships provides an important safeguard against this post-purchase cognitive dissonance."
How to Cancel Your Zara Order
Now that we‘ve established that it is possible to cancel a Zara order and examined the common motivations for doing so, let‘s walk through the exact steps you‘ll need to take.
Online Order Cancellation
The easiest way to cancel a Zara order placed on the website or app is directly through your online account. Here‘s how:
- Log in to your account on Zara.com or the Zara app.
- Click on the "My Account" icon and select "My Orders."
- Find the order you want to cancel in the list of recent purchases.
- If the order is still in the processing stage, you should see a "Cancel Order" button next to the order details. Click this button.
- On the order cancellation page, review the refund total and check the box to confirm you want to cancel.
- Click the final "Cancel Order" button to submit the cancellation request.
- Check your inbox for a Zara order cancellation confirmation email.
If you don‘t see a cancellation button next to your Zara order, that means it has already progressed to the shipping stage and can no longer be cancelled online.
Alejandro Ruiz, a former operations manager at a Zara fulfillment center, explains: "Our system is designed to immediately release orders to the picking queue once payment is processed, so the order can start shipping out as soon as possible. Unfortunately, this means that the window to modify or cancel an order on the customer‘s end is quite narrow."
Phone Order Cancellation
If you‘re having trouble cancelling your Zara order online or would feel more comfortable speaking to a customer service representative, you can call Zara‘s customer service line to request a cancellation over the phone.
In the US and Canada, Zara‘s customer service number is 1-855-635-9272. The phone line is open Monday through Friday from 9 AM to 8 PM EST.
When you reach a representative, be prepared with your order number and a reason for cancelling. The agent will likely attempt to modify your order by changing sizes or items to avoid a full cancellation. However, in most cases, they will be able to submit a cancellation request on your behalf if you don‘t want to modify the order.
One word of caution: Zara‘s phone customer service wait times can be very long, especially during busy periods like holidays, sales and weekends. A 2021 survey by Stella Service found that Zara‘s average call wait time was over 37 minutes and could extend to over 2 hours during peak periods.
If you do opt to cancel by phone, try calling early in the day on a weekday for the shortest wait. You‘ll also want to have your order number ready to expedite the cancellation process once you reach an agent.
In-Store Order Cancellation
While you can‘t cancel an order for in-stock items you physically purchased and took home from a Zara retail store, you may be able to cancel the unshipped portion of certain in-store orders.
If you ordered an out-of-stock item on the in-store computers and had it sent to your home, you can cancel the delivery following the same online or phone cancellation steps outlined above. Provide the in-store order number generated when you made the purchase and request to cancel any items that have not yet shipped out.
What If I Miss the Zara Cancellation Window?
Now that you know how to submit a cancellation request for a Zara order, you‘re probably wondering: what happens if you miss the brief window to cancel? Are you stuck with the unwanted items and charge?
Luckily, Zara offers a generous return policy that allows customers to send back most online purchases for a full refund within 30 days of the order date. The company even covers the cost of return shipping.
Jorge Ledesma, a customer service specialist at Zara, says: "We understand that not every product ordered online will end up being the right fit once the customer tries it on at home. That‘s why we offer a month-long return period and make the process as easy as possible with free return labels and multiple drop-off options."
To start a return for Zara items you can no longer cancel, log in to your online account, go to the "My Orders" page and click "Return" next to the relevant order. Select which items you want to send back and whether you‘ll mail them or drop them off at a store.
You‘ll receive a printable return label to include in your package or a QR code to show at a drop-off location. Pack up the items you‘re returning, making sure all tags are still attached and the merchandise is in its original condition.
Once Zara receives and processes your return, you‘ll get an email confirmation. If your order was placed using a credit card, debit card or PayPal, your refund will be issued to the original payment method within 14 days. Gift card orders will be refunded in the form of store credit.
How to Avoid Needing to Cancel Zara Orders
We‘ve focused a lot on how to cancel a Zara order if you experience buyer‘s remorse, but what if you could avoid that sinking "I shouldn‘t have bought this" feeling in the first place? As a professional shopper and stylist, I‘ve developed some techniques for making smarter purchasing decisions that minimize the need for cancellations and returns.
Before completing a Zara order, consider the following:
-
Check the size guide and compare to your measurements.
Zara provides a size chart on every product page with detailed measurements for each size. Take the time to find your proper size, taking into account the cut and material of the item. -
Read the product description thoroughly.
Make note of the fabric composition, recommended care instructions and other details to determine if the item will work for your lifestyle and wardrobe. Also check the model‘s height and size she is wearing to gauge fit. -
Research the item on social media.
Search for the product name on Instagram and TikTok and look at how it fits on real people. You can also find styling inspiration and reviews this way. -
Analyze your order total and budget.
Before entering your payment information, review the full order total including shipping and tax and assess if the final price is within your budget. Consider setting a spending limit ahead of time to curb overspending. -
Place a test order if unsure about sizing.
Zara allows free returns for a reason. Don‘t be afraid to order a few sizes of a style you like and return what doesn‘t fit perfectly. Many Zara loyalists order duplicates of wardrobe staples to ensure they get their correct size.
Zara Order Cancellation FAQ
Still have burning questions about how cancelling a Zara order works? I‘ve compiled answers to some of the most common customer queries below.
Q: What‘s the difference between cancelling and returning a Zara order?
A: Cancelling an order stops it from being shipped out and processed, while a return is sent back after the order has been shipped and delivered. Zara only allows cancellations within a short window before the order moves to the shipment stage, while returns can be initiated within 30 days of the original purchase date.
Q: Why can‘t I find a "Cancel Order" button on my Zara account?
A: If you don‘t see an option to cancel your Zara order in the "My Orders" tab, it likely means the order is already too far along in the fulfillment process to cancel. This can happen within just a few hours of placing the order since Zara has an incredibly fast shipping timeline.
Q: How can I cancel my Zara order without calling customer service?
A: The best way to cancel a Zara order without calling is to log in to your online account and look for the "Cancel Order" button next to the relevant purchase in the "My Orders" section. If this option is available, you can submit a cancellation instantly online without having to reach out to customer service.
Q: Will I still be charged if I cancel my Zara order?
A: As long as you successfully cancel your order before it begins shipping out, Zara will not charge you. The hold on your account for the order total will be removed and you will receive a cancellation confirmation email.
Q: What items are not eligible for return if I miss the cancellation period?
A: According to Zara‘s return policy, the following items are not eligible for return or exchange, even if the order is no longer cancelable:
- Underwear, socks, and hair accessories
- Cosmetics, fragrances, and body products
- Gift cards
- Any items showing signs of wear or missing original tags
Key Takeaways
As we‘ve seen, it is possible to cancel a Zara order as long as you act very quickly after completing your purchase. If you miss the brief cancellation window, you may still be able to return your order for free within 30 days.
While dealing with an unwanted order is never ideal, taking steps to make more intentional shopping choices can greatly reduce the likelihood of cancellations. Always check the size guide, read product details thoroughly, assess your budget, and don‘t be afraid to order multiple sizes before completing checkout.
If you do need to cancel a Zara purchase, remember:
- Check your order status right after purchasing to see if a "Cancel Order" button is available.
- If you don‘t see a cancellation option online, call customer service as soon as possible.
- Have your order number ready when requesting a cancellation.
- Return any unwanted items that have already shipped out within 30 days.
- Learn from the experience to become a savvier Zara shopper going forward.
I hope this comprehensive guide to cancelling Zara orders has armed you with the knowledge and confidence to tackle any post-purchase regrets. If you found it helpful, be sure to share it with your fellow Zara-obsessed friends.
What are your tips and tricks for making smarter fast fashion buys? Have you ever had to cancel a Zara order? Let me know about your experiences in the comments!
