I took something back earlier this week. I decided to do it in store as I didn't fancy organising a collection. It was really easy and I got a confirmation email immediately saying that the refund was being processed.
I've done collection with mixed results. First time it was a dream- polite delivery guy turned up, easy, plus refund the next day.
one this week less good- waited in all day Monday no courier showed. He came lunchtime on Tuesday after I contacted Zara customer services and rebooked. Customer services weren't very good- the guy on the line was nice, but the policies he had to work with obviously weren't that great.