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Original poster

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

52 replies

Deadcatbounce · 04/12/2016 16:05

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?.

OP posts:
Kai1977 · 04/12/2016 21:46

Just to be clear this is from the regulations and any online company which says otherwise may be in contravention:

The Distance Selling Regulations state that your right to cancel an order starts the moment you place your order and doesn’t end until seven working days from the day after you receive your goods. This period is extended in cases where the seller failed to provide the required information to you after the contract was concluded.

You may cancel by email, letter or fax.

Original poster
Deadcatbounce · 05/12/2016 09:52

Interesting. ...
I just phoned again this morning.
Their policies take precedence over distance selling regulations apparantly! Took name of lady on phone as she got very arsy and said we'll we are not a UK company anyway and I'm not here to help customers

OP posts:
user1480182169 · 05/12/2016 09:57

You can't cancel the order as the order has been fulfilled. It has been delivered to the address you specified, it makes no difference if that is the shop or your house.

Distance selling regulations mean that you have the right to return it, not that you have the right to cancel an order that has already been fulfilled.

HermioneJeanGranger · 05/12/2016 09:58

If you wait until the 15 days are up, you'll still have to wait for a while to get your refund. It would be easier to just collect it, pretend to try it on and get it refunded/swapped because it doesn't fit.

I work retail and we can't process refunds/payments over the phone. Head office can, but they won't refund when the order has already arrived in the store - you'll have to do it in person.

CaraAspen · 05/12/2016 10:02

Go through the procedures, for goodness' sake. Pick it up at the store and then return it whenever.

CaraAspen · 05/12/2016 10:02

You are messing them about. Why?

Original poster
Deadcatbounce · 05/12/2016 10:20

Thank hermione it looks like I will have to, I cancelled or tried to we'll before the item left the warehouse, 2 days in fact hence it's frustrating they wouldn't cancel.when I asked
Cara if you cannot help or be helpful please don't post here

OP posts:
Original poster
Deadcatbounce · 05/12/2016 10:26

Aggressive?!

OP posts:
Sonders · 05/12/2016 10:33

I used to work in a show shop and it was incredibly common for customers to order from the website and then return straight away.

You're being spouted bullsh*t by Zara though, they trade in the UK so they have to operate by UK law. That would be like someone coming here from another country and committing murder, then saying it's ok because it's legal where they're from.

Reality16 · 05/12/2016 10:40

It's not easier to pretend to go to the shop, try it on and say tI doesn't fit?

It's easier to not collect and you will be refunded. Honestly I don't understand why this is such a big deal. It's MASSIVELY common in retail for people not to collect their things from store. You don't need to be fighting them over cancellation laws, which are a thing, just not a necessary route for you. The easiest thing to do is NOTHING.

HermioneJeanGranger · 05/12/2016 10:46

Because a lot of places WON'T refund you once the order has been placed and shipped to store.

We have orders shipped to store. Unless the customer comes in and asks for a refund/swap, we can't do anything about it. If they ring Head Office, they'll get told they can't refund and will need to go and sort it out in person.

Likewise if the order had been shopped to OP's home, she would have to either send the order back or take the order into store in order to get a refund.

Don't order things to be collected in store if you don't want to go and collect them!

Original poster
Deadcatbounce · 05/12/2016 10:54

Yes that's it, if I do nothing I will.not get a refund they said
I will go.to.store next week and pick up.and then return it immediately
In future I will stick to m and s!
Thanks.for comments

OP posts:
Reality16 · 05/12/2016 10:54

Because a lot of places WON'T refund you once the order has been placed and shipped to store.

Like I pointed out upthread. It is written in black and white in the purchase conditions, a link which is given during the order process, so not difficult to find.

So yes, if the OP simp,y does not collect she wil, be refunded.

Reality16 · 05/12/2016 10:55

Yes that's it, if I do nothing I will.not get a refund

Read the conditions. You WILL get a refund. Surely to hell its easier to read them than it is to go and collect the item Confused

HermioneJeanGranger · 05/12/2016 11:02

Yeah, but it will take longer that way. If she goes in tomorrow, she'll get the refund then, but if she has to wait, she'll need to chase up the situation. Why go through the hassle when you can sort it out with a quick trip into store?

Reality16 · 05/12/2016 11:08

Well OP has already said it would be next week before she can go in, as it's only Monday that's at least 7 days of the 15 gone already. I suppose it may be easier for some to go in store and do a return, for me having to make an extra trip into town in my week is a PITA so I we happlily just wait for my refund.

Reality16 · 05/12/2016 11:11

And for the record, you don't have to chase these things up. If you don't collect an order in store within the time limit the refund is automatically processed when the item is returned.

titchy · 05/12/2016 11:12

Hermione - a quick trip into a store... Did it ever occur to you that a lot of people CANNOT do a quick trip to a store. They may live in a remote area, not have decent public transport, be disabled or have triplet toddlers. Not everyone can just pop in to a store in their lunch hour ffs.

And the distance selling regs apply to every company operating in the UK - so why the fuck should the OP have to schlep to a store just because you are all muppets that think you should do what the company wants, regardless of the legality.

I agree with Reality though - as long as you're OK to wait two weeks plus for your refund. If you're not then an email or tweet to the CEO often works.

Original poster
Deadcatbounce · 05/12/2016 11:21

To all of you who like me assumed that after 15 days of item.not being picked the store would refund and.cancel order...zara have twice told.me.this.is not the case they can.and.do keep an item for 3 months?! I'm tired of quoting their own term to them as they are very unhelpful!

OP posts:
wasonthelist · 05/12/2016 11:27

As I understand it, DSRs are in place because, unlike a shop, if you order online for home delivery, you can't try items on or even examine them beyond seeing a picture. Accordingly, you don't need a reason to return items you don't want.

In shops, there's actually no legal right to return unsuitable items once bought and paid for unless they are faulty - although many shops are happy to take returns to keep customers happy.

I am wondering if DSRs actually apply where you're getting stuff sent to a shop though? It's like a hybrid of the shop/home experience.

Holz657 · 05/12/2016 11:56

I used to work in retail and legally it's your property. If you go into store and say you want to return it that's fine. It's a pain but it wouldn't be any different if you got it delivered to your house. It's still yours.

Sidge · 05/12/2016 12:01

Why don't you just go in, try it on so you can actually CHECK that it doesn't fit, and then return it to them over the counter whilst you're there?

It would save an awful lot of aggro for a hypothetical scenario...

titchy I would imagine that someone with those limitations would be unlikely to have an item delivered to the store and would therefore have it delivered to home.

titchy · 05/12/2016 12:19

I used to work in retail and legally it's your property

Not if it was bought online.

Reality16 · 05/12/2016 12:25

Delivery in store is no different to delivery to home. Until you have received the goods - by accepting delivery at home OR collecting in store then they are treated as undelivered and they will hold for 15 days before returning and refunding.

Then it where you have the right to return as you haven't seen the goods etc doesn't need to apply. If you don't accept delivery (i.e. Collect in store) they will refund.

Tesco, JD sports and even Amazon (to name a few) do this if you don't accept the goods.

Reality16 · 05/12/2016 12:26

*then it = the bit