They are liars ! I ordered nearly £600 of clothes and shoes - and one pair of shoes wasn’t packed (worth only £17 to provide context as to how little the value was but equally WHY WOULD I LIE ABOUT THEM NOT TURNING UP??). Reached out to their WhatsApp customer (who are ABSOLUTELY horrendous - honestly don’t bother contacting them) - who have said essentially I am lying and they have checked with the Warehouse and their courier and can confirm they were sent. So either they are totally bullshitting and haven’t checked at all or their warehouse / courier is a thief ! (Highly likely the first option). Like a lot of other people, I have shopped at Zara for 20+ years and have spend thousands. I won’t be shopping there again. What a shame !! Places like Amazon do really set the bar and make you falsely assume you don’t have to go to war to simply get your money back for something you didn’t receive.