The most dreadful company that I have ever had to deal with in terms of their customer service! I ordered three pairs of leggings before Christmas, all three of which had to be returned due to being faulty (hole in the knee of one, and seam threads starting to burst on others). Organised the return, & was then notified that I would receive a refund for 2. When I queried where the 3rd item refund was, I was first of all told that I'd only sent 2 items back, then upon enquiring again I was given written confirmation that all 3 had been received. Then when no refund was received, I queried again, only to be told that only 2 items have been received back. So I sent proof of my postage receipt clearly showing the weight of the parcel returned which equated to the weight of 3 pairs of leggings, and was assured they'd escalate the case. Over a month later, no refund received and following another conversation with them just now, I'm being told again that only 2 items have been received. So I have proof of postage, their written confirmation that I returned all 3, but nobody to resolve the problem, and to top it off, when you contact them via their online chat facility, you can guarantee that you'll be ignored or cut off when the conversation becomes difficult and they don't have an answer! So when you then phone to try and sort it, they make you jump through hoops, keep you waiting on hold for sometimes over 30 minutes each time, only to then tell you they have to escalate it. So after wasting about 5 hours on this and over 12 different contact communications, I'm still no closer to resolving the matter! I cannot believe how poor this service has been, and I shall never ever shop at Zara again! What a dreadful experience!!!!