To be cross at not being able to cancel Zara online order

[Deadcatbounce]

A week ago I ordered a jacket off the Zara web site to pick up at a local store once it was delivered there.

4 days ago I realised their sizing was small and it probably wouldn't fit me.

I don't have jacket yet as I haven't picked it up.

Tried to cancel order on phone and by email and Zara have refused and said I must pick jacket up.

Is this correct?.

[Deadcatbounce]

Zthe email response said we have contacted the relevant department and they insist you pick up

Insist??! Wtaf

[Atticmatic]

Pick it up. Open it at the counter and say "I'd like to return this please"

Or don't they have the usual thing where if you don't pick it up after say 7 days it gets returned by them anyway and you get your money back? M&S so that.

[Deadcatbounce]

They hold for 15 days in store, but the lady on the phone said they would not cancel the order if I did not pick it up.

Awful customer service I was surprised

[19lottie82]

They have to refund you if you don't pick it up. It's the law. Whoever told you otherwise is talking shit.

[Deadcatbounce]

Their customer service on the telephone!!!

Shall I just not pick up and file a bank claim after 15 days?

[bluecashmere]

YABU. You ordered something that was sent out and delivered. The fact it was delivered to a store makes no difference. If it had been delivered to your house you would have had to return it. It's at the store but it's your property. You would get the same response at any store.

[ThroughThickAndThin01]

I think YABU too.

[19lottie82]

They have to refund you if you don't pick it up. Just leave it and after the 15 days if you don't get your £ back then call them and see where your refund is. If they give you any trouble then file a claim through your bank.

I'd try calling and speak to someone else though.

[19lottie82]

blue maybe morally, yes. But legally as a retailer, no.

[SerialReJoiner]

I'd call again, just to double check, and then probably traipse out there and tell the people at the counter that you need to return it.

I used to do this with Next, but couldn't return unsuitable products in-store so had to post them back. Was a hassle.

[Elland]

YABU, just collect it and ask for a refund whilst you're there.

The majority of places are exactly the same.

[ItsNiceItsDifferentItsUnusual]

I wouldn't risk the assumption that they'll refund you if you don't pick it up, although I know that's what they're meant to do. I ordered with mothercare a little while ago and then completely forgot about it. Rang the store about a month later and it was still there. Great for me as I wanted it, but according to their t&cs it should have been automatically returned and refunded with 7 days (I think) of non collection.

[Deadcatbounce]

Ok, so I go to store, pick it up and then immediately say I want to return it?

[Kai1977]

Don't the Distance Selling Regulations kick in? I think you have the right to cancel as it's an online order.

[LovingLola]

Yes. Exactly that. There will be no issue.

[Isetan]

What's to stop you from going in store to pick it up, try it on and return it? Orders are only usually cancelled before they are picked, 'I suspect (not that I know) an item may be the wrong size' is rather lame.

[LovingLola]

You have the right to return with a 14 day cooling off period if you buy items online. Even if the store has a no-returns policy.

[Scaredycat3000]

www.which.co.uk/consumer-rights/regulation/distance-selling-regulations Your legal rights are here.

[Reality16]

Why are you cross? It tells you in the purchase conditions (no 10) if they can't deliver within 15 days they will assume you wish to cancel the contract and terminate the agreement resulting in a refund of any monies paid.

Just read the terms?

[Deadcatbounce]

Thanks yes I thought legallyi could cancel the order and it appears I can

[Reality16]

Just to be clear unable to deliver is what happens when they deliver to store and you don't collect. Forget you ever ordered and they will refund it for you

[Deadcatbounce]

Reality I am cross that on the phone and by email they said this is not the case and have said in writing I cannot cancel and they insist I pick up order

[Reality16]

Yeah that's not a thing. Never listen to people on the phone when the terms are so easily available to read in black and white. Person on phone is answering your request to cancel, you don't NEED to cancel, just don't accept the goods. They will refund.

[AllPizzasGreatAndSmall]

Lots of companies don't let you cancel an order made online, so you have to return unwanted items. If you don't pick it up it will be sent back, but will take a while to process so you won't get the money back after 15 days.

[IAmNotACat]

Could you exchange your order at the store? Go and tell them you ordered the wrong size and ask if you can pick up the right size and swap it.