How To Return Your Items (Exchange Or Refund)

Step 1: Check Eligibility

Return policy

• Return or Exchange window : Once you ensure your items meet the eligibility criteria (see ZALORA's return policy), start the Return or Exchange process by going to Account > My Orders :
  
  

• Packaging: Return the original item in its original packaging (including the clear plastic packaging the item came in) and reuse the ZALORA shipping bag. 

• Invoices: Required only if you have purchased "Sold by Seller" items.

• Electronics: Must remain unused, sealed, and in original condition for returns.

• Luxury Items: An unboxing video is required for defective/wrong/incomplete items. Submit your video to customer@my.zalora.com. 
  
  

Return timeframe

• All modest wear category items: within 7 days

• Pre-loved & fine jewelry category items: within 7 days

• Lifestyle category items: within 15 days 

• All other category items: within 30 days

Check the list of exceptions of non-refundable/non-exchangeable brands and items.

Step 2: Select Item(s) for Return or Exchange Request

Returns 

• One or multiple eligible items from the same order can be returned together within the same return request. 

• For some Marketplace sellers, items should be returned via a separate request. You will need to pack and return those items separately.
  
  

Exchange

• Upon request submission, the exchange item is reserved for 15 days. A refund will be issued if the exchange cannot be completed within 15 days. Make sure the return item is sent back early. 

• Item Out of Stock: Please opt for a refund instead.

• Replacement for Defective/Incorrect Items: You can request a replacement depending on stock availability by contacting our Customer Support Team.
  
  

Step 3: Choose Your Return Method

 Paperless Return Drop Off 

• J&T Express

• Flash Express

• NinjaVan

• Poslaju (Only in East Malaysia)

• Jifee - SF Express (Only in Brunei

Return Pick Up (fees apply)

• ZALORA Fleet 

• Grab

• NinjaVan

• Jifee - SF Express  (Only in Brunei)

Step 4: Exchange Delivery Fees, Return Fees & Refund Options

Exchange 

Charges apply for pick-up and express shipping, while standard shipping is free. Payment instructions provided here.

Return 

• Refund amount: Pick up fees are deducted from the total refund amount. If the total is less than or equal to the charges to be deducted, no refund will be issued. 

• Online Banking Refunds: Only applicable for orders paid via cash-on-delivery; ensure accurate bank details are provided.

• Refund Lead Times: Check here to check the processing time by refund method.

• Refunds of Exchange Orders: Issued via ZALORA wallet credit by default.
  
  

More info about Refunds 

• Read more here if you received a refund without requesting one.

• Contact Customer Support if your refund has not been processed within the stated time frame.

• Customers with higher-than-average return rates may incur a processing fee. Learn more about this policy here.

Step 5: Make Your Return & Check For Tracking Updates

After request submission, check the return tracking number via your e-mail or from My Orders > Item Details: 

If you have not received your return tracking number after more than 1 hour, contact Customer Support for further assistance. 

Track the status of your item(s) following the statuses below :

• Return/Exchange Requested: Return request successfully submitted.

• Return Dropped Off/Return Picked Up: Item ready for collection/already collected by our logistics partner.

• Awaiting Product Return: Awaiting item return to process and ship exchange.

• Item received at Warehouse: Item arrived for quality inspection at our warehouse.

• Refund Processed: Refund approved; the amount will reflect within the stated lead time.

• Exchange Processed: Returned item processed; exchange underway.

• Order Processing: Exchange item being prepared for delivery.

• Refund Rejected: Return failed quality check and the refund cannot be processed. An e-mail will be sent with next steps.

Read more about our refund and exchange time frames.