Bought my first ever item online from Zara, wore it twice and on the first wash the colour faded on one side of the garment despite the fact that it was washed in line with the instructions. I was accused of spilling something on the shoulder and they refused to let me send it back instead insisting that I return it to a store (120 mile round trip), the cost of which would have been more than the cost of the garment in the first place. I will NEVER shop with Zara again, their customer service is absolutely appalling.
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