Returns and Exchanges

Your satisfaction is top priority:

At Zara Living, we strive day in and day out to provide our customer a pleasurable and user friendly shopping experience. Your 100% satisfaction is our ultimate goal and success. We want our customers to become our good friends for years to come. At Zara Living, we provide clear and crucial decision making information upfront so you may make an informed and wise decision and eliminate the need for return. We don’t write hard to swallow and penalizing information in fine print. We present it in color coded and bold face theme. Our goal is to make friends, and friends don’t hide things from friends.
It is okay to return something without a reason. Yes it is true, we are all human and sometimes we just change our mind or just don’t like something. Well if you are in the same situation, just give us a call and we will take care of it.

30 Day Return Policy:

If you would like to return an item that is in like-new condition with original packaging, you may return the product within 30 days of receipt.

Once you decide to return an item that was shipped under free shipping promotion, the initial shipping and handling costs will be deducted from the refund. Freight shipped items have additional costs which are put up by delivery companies, especially for residential deliveries, lift gate charges, and reruns for missed deliveries. Since Zara Living pays the Lift Gate Charges to accommodate its customers, this charge will also be deducted from the refund. Additional fees for shipping to international destinations and to HI and AK will also be deducted from refund. Handling charges associated at shipping time will be deducted from refund as well.

Online customers will be responsible for the accuracy of their product selection and information given. Customers who place orders by phone or chat must review their receipt for accuracy within 24 hours.

Returns with Restocking Fees:

Many manufacturers charge a restocking fee. We have provided this information on the product page in color to put an emphasis so you may make an informed decision. We don’t like to charge restocking fees, but since they are set by each manufacturer, we have no control over them.

If you return an item with a restocking fee, it will be deducted from the refund. If the item was part of our free shipping promotion, our initial shipping and handling costs will be deducted from the refund as well.

Non Returnable & Custom Made Product:

All Special Order Products, Custom Made Products, and products which are fragile by nature are non returnable. We have provided this information on product page in color to eliminate any confusion. These items are non-returnable and non-cancellable once the order has been placed with manufacturer.

Return Process:

Authorization and instructions:

Please call customer support at 1-888-711-ZARA or 718-238-7500 to initiate the return process.

In most cases you will be given a Return Merchandise Authorization (RMA) number to return the product with complete instructions. The Manufacturers which don’t participate in quick return program, typically first approve the return request and then issue an RMA number, which we will in turn, forward to you with complete instructions, to carry out a successful return. Please note without an RMA no credit will be issued. Don’t just send the product to its original shipping address. There is no guarantee that an RMA will be allotted by the manufacturer.

Shipping product back:

Please follow the instructions below to successfully return your product(s).
Manufacturers like to take the returned product back in its original packaging materials along with its original box. Do not write ANYTHING on product’s original box or place any labels, as it renders the box useless and marks the product as used, which will not be accepted by the manufacturer. Keep the box and original packaging materials in their like-new condition so a credit is issued immediately upon receipt of returned product. Please keep in mind the better the return product with its packaging materials looks, the sooner you will be given credit. Improper labeling may result in the denial of return. Please make sure you ship the product with a carrier which provides both real time tracking information and signature confirmation at delivery. It is a good idea to have the package insured to avoid any unforeseen troubles. USPS does not provide these guarantees and we recommend not to ship with them even if the original shipment was delivered by USPS. If we are unable to confirm delivery of your item, this may result in the denial of a refund. We advise you to use a shipping carrier that provides a tracking number. Please retain it in your records. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service at 1-888-711-ZARA or 718-238-7500 and provide them with the tracking number so that they can expedite the credit process for you.

You will have 15 days in which to return the product from the date that we receive approval from the manufacturer. After 15 days, the Return Authorization will expire and no replacements or refunds will be given.

If by chance the returning merchandise becomes damaged on its way back to the return destination, Zara Living will inform the customer that the item was received damaged and hold the product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct Zara Living concerning what to do with the damaged product. If Zara Living has not received notification or response from the customer within 30 days, the item will be donated or destroyed.

Refunds:

Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin.

Customers will be refunded via the same method in which the item was purchased or via check from Zara Furniture Inc. Refunds via check are typically issued within 14 business days of final approval.

Items returned without the proper RMA # or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.

Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.

Items not acceptable for returns:

Special Order Items, Custom Fabricated Items, Special Order Items produced overseas, and some items which are labeled non-returnable on their information page. All clearance items, items under sale promotions, and items quoted for custom work. Bulk order of one product, Ceramic and Glass items ranging from
$ 500 and upwards, and items which are very fragile to handle. Most of Zara Furniture Brand Hand Made and Hand Carved Furniture, since their intricate carvings and fragility makes it nearly impossible to return them. Installed items, Assembled Items, Used Items, and Modified Items are not returnable and items that are not resalable. Items with missing or modified original packaging material, hardware, instruction manuals, warranty cards, and all other necessary items which came with the original packaging. Lamp Shades, individual spare parts, used or opened bed linen, and all other items which are not allowed to be returned by State Laws. Items not accompanied by an RMA # issued by Zara Living or the respective manufacturer. All items which are shipped to Alaska, Hawaii, and International destinations.

Damaged & Defective Goods Policy:

As described earlier, it is super important for the customer to do a detailed inspection of the product at delivery and take notes even if you are not planning to return the product. In the unfortunate event, that the product is damaged in transit or defective, all those good notes that you made while conducting detailed inspection at delivery, will come in handy and assist us too at the same time and make the return process smooth as butter. 

UPS / FedEx deliveries:

If you notice FedEx or UPS deliveries that are damaged in transit, please contact our customer service instead of refusing the package at 1-888-711-ZARA or 718-238-7500 and we will file a claim with the delivery carrier. Please notify Zara Living about the damages or defective merchandise within 48 hrs to be eligible to receive refund or replacement.

Freight Shipments:

Freight deliveries are a bit more attention requiring. An immediate inspection is of paramount importance when receiving large items from LTL, White Glove and common freight carriers. We cannot stress enough that you notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged. Whatever the condition of the packaging box is, write it on the delivery notice.

Customers who sign for delivery and do not notate "damage" are taking full responsibility if merchandise is damaged. If the product appears to be significantly damaged, you may refuse delivery. If you refuse the delivery, please notify Zara Living of refusal so we can anticipate the return and send out a replacement. Zara Living will repair or replace the damaged or defective goods for no additional charge. If a return is desired instead of replacement, the "Standard Return Policy" above applies and there may be a restocking fee and our initial shipping and handling costs will be deducted from the credit.

Please note if the returned product is found to be in good and working condition or it was shipped as ordered, it may not be eligible for a refund. We will contact you for your decision whether to ship the item back to you at your expense or be refunded with 50% restocking fee and store credit. Not all Manufacturers will offer 50% restocking fee and 50% refund excluding any shipping and handling charges. In that case either you are to take your merchandise back at your own expense or it will be destroyed or donated.

Cancellation Request:

To cancel an order that has not been shipped from the manufacturer, please contact customer service at 1-888-711-ZARA or 718-238-7500. A request will be submitted to the respective manufacturer for cancellation. We will contact you via email acknowledging your cancellation request. Once the manufacturer informs us of their decision to cancel the order or keep the order, we will contact you again. Please be patient, as this process can take up to 72 hours. Special Order Items, cannot be cancelled, once the order has been placed with manufacturer. Also items which have already left manufacturer’s warehouse and are en route to a distributor for final shipment to you, cannot be cancelled. If you refuse the delivery, a refund will still not be given.

Once an order has been shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the "Standard Return Policy". Do not refuse the delivery of non-damaged goods as this will result in up to 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for roundtrip shipping costs.

Some items that are custom made or built-to-order cannot be cancelled. Please see the product page for details.

Items on Backorder:

Before you cancel an order because of backorder, please give us a call so we may verify the accuracy of actual shipping date. The item could be available sooner than expected or may be already on its way to your home. There are times when manufacturers have stated items as backordered, only to find that they have already shipped or are going out the next day. If on the contrary, the item is actually not available for a few weeks, we sincerely apologize for the delay. Please understand our situation that we have to deal with many manufacturers, suppliers, and distributors which all functions differently from each other and sometimes things just don’t go the way we’d planned. We have to heavily rely on their somewhat archaic methods of inventory data which could be misleading. Just know that we are doing our best to keep everything up to date and to give you the best shopping experience. If you do get frustrated, we apologize in advance and request to you, please send us an e-mail with your suggestions, so we may improve our services.

To cancel an order, please speak to one of our customer service representative and resolve the issue. Sending an e-mail or recording a voice message to cancel an order may not be an effective method since order cancellations are time sensitive issues and we may not be able to reach your e-mail or voice message on time, given the circumstance that we receive hundreds of e-mails daily.

Zara Living Exchange Policy:

At Zara Living, you can exchange an item with another item from the same manufacturer as long as the item being returned is in its original packaging and is in 100% salable condition. Some restocking fees apply and they differ with each manufacturer. If the product was shipped under “free shipping” promotions, those charges will be deducted from refund, and if the new product is of higher value the difference + the shipping charges will be paid by the customer along with shipping charges of exchanged product. To protect our customers on each product page we inform them clearly that returning these products is very costly, and sometimes simply worthless.

Non-Exchangeable Product:

Special Order Items are Non-Exchangeable.

Terms and Conditions of Orders: 

Please note that prices, sale promotions, special offers, and product specifications are subject to change without notice. Tons and tons of data entry of Products, Policies, Sale Promotions, Returns, Exchanges, and millions of other things, it is humanly possible to make a mistake, have a typographical error, or just have wrong contents with right product. Sometimes the dimensions of the products may not be truly accurate and other times despite our sincere efforts to have the site 100% error free, some items may be mispriced. By placing an order with Zara Living or any of its affiliate sites, you are accepting this possibility and will not hold Zara Living responsible for typographical and/or photographical errors. Final price of an item, especially the one being shipped via freight, cannot be finalized. We do our best to find the most economic and safe way to ship your product. Therefore, once the order is placed, our shipping department will find a reliable shipping carrier according to your order (whether you require White Glove Delivery Services or simply curbside delivery) and get a final price which will be included in your order price and sum of both will be charged to your method of payment after the order fulfillment. If in the event, the product purchased has a higher price than the one posted on site, we will give you a courtesy call to inquire whether you want to keep the order and pay the difference or cancel the order. By placing an order, you agree that Zara Living will not be held liable for price discrepancies and you acknowledge and understand that human error does occasionally occur, especially when dealing with such a large number of items.