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Zara.com Worst T&C. Refund issue - Need advice

Posted 17th February 2012 at 02:31 PM by hanky

I purchased items from Zara on 08/01/12 online for delivery to store and items arrived on 12/01/12. I had 15 days to collect it otherwise it will get returned and refunded automatically. I was planning to collect it in week following 20/01 but had a grievance and went out of country. I informed Zara about death and travel on 26/01 - day before I left, and sought their approval. They told me I could collect items later. But I had to visit the store the same day still because of other issue and collected this order as well. I was told that I had 30 days to return it by store staff.

Came back on 15/02 and called Zara to inquire status of other orders and return of this order. They told me that I cannot return as it is past 30 days from order date, and they are quoting T&C on purchase date. They are telling me that since I collected the items on 26th only, they didn't put any notes on the order regarding return

Can I do something about it to get them to refund me the money ? I don't want the items as they dont fit. They are brand new - not even worn once

Other facts
1) None of their emails - order confirmation, shipping or delivery emails provide return T&C. Not even the invoice
2) Can they quote returns from the date of order rather than date of collection. This is distance selling and all other retailers apply it from date of collection/delivery in UK.

Would appreciate advise.
Worst customer experience to date. They are just prolonging the grief I have to deal with already
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