Lost parcel

[socks1107]

So my local post office have lost a parcel that I was supposed to collect from them.
It came in, then in error they sent it back out later that day with another post collection. No one now knows where the parcel is as it's showing as received by the post office but they don't have it.
Royal Mail say the sender is liable for my refund.
Zara say Royal Mail are liable.

It's over £100 worth of stuff bought in the sale, I'm furious. Who is liable for my £100?

If you paid by credit card, claim a refund from your card issuer on the grounds the goods have not been delivered. Let them take it up with Zara.

It doesn't matter what they put in the T&C's, legally they are responsible. It's up to them to make a claim with RM, not the OP.

The contract is between Zara and Royal Mail isn't it?

They should refund you and claim from Royal Mail.

Zara are responsible.
They also have form for denying that they are! Go into the Which site and find a template letter, send it and tell them when you expect a refund by

Thanks everyone!
I did pay by cc as I always do online so will look at that route and push Zara at the same time.

Royal Mail are responsible for the loss, but not responsible to you

https://www.royalmail.com/help/buying-items-online

As other posters have stated, Zara’s terms don’t necessarily apply, and in this case are easily an unfair term

You have done what you can, Zara can claim against Royal Mail
As per the link above and other posters you can refer to citizens advice
You can raise a chargeback depending on how you paid, but your banks chargeback process will ask if you have already raised the matter with Zara

Zara should resend an alternative or refund you, and claim back their compensation from Royal Mail in line with the compensation level in their contracted or ad hoc standard postage

PS
It might still turn up, and that will be part of Zara’s delaying, but contractularly a delay is part of their compensation route with Royal Mail

If you bought it through PayPal, that is an additional route to ask for a refund. You will have to show that you've raised it with Zara first, and then wait a while to see if they respond to PayPal before you get a refund.