You may have noticed that we have implemented a new policy that might affect how you qualify for free / discounted shipping. The purpose of this policy is to ensure that we treat all our customers residing in different regions equally, whilst keeping our costs manageable. 

 

This policy is only applicable to "Sold by Zalora" items.

 

What Is The New Policy?

 

For Customers In Malaysia 

To qualify for free / discounted shipping, the net order value after returns and cancellations needs to be RM99 and above. If the net order value of the item(s) retained is below RM99, the waived shipping fee will be deducted from the total refund. 

 

Click here to learn more about our shipping fees. Please note that we are not charging for returns, only for the original delivery shipping fee.

 

This policy is only applicable to "Sold by ZALORA" items and is not applicable to "Sold by Seller" items.

 

For Customers In Brunei 

To qualify for free shipping, the net order value after returns and cancellations needs to be RM200 and above. If the net order value of the item(s) retained is below RM200, the waived shipping fee will be deducted from the total refund. 

 

Click here to learn more about our shipping fees. Please note that we are not charging for returns, only for the original delivery shipping fee.

 

This policy is only applicable to "Sold by ZALORA" items.

 

When Am I Eligible For Free / Discounted Shipping?

 

  • Customers who are subscribed to ZALORA NOW or have paid for express shipping.
  • Customers who have not met the minimum spend and paid the shipping fee for standard delivery.
  • Customers who returned ALL the items they ordered.
  • Customers who partially returned their order and kept items amounting to or exceeding RM99 (for Malaysian Customers) and RM200 (for Brunei Customers).

 

Read on to find out more about the shipping fee waiver policy applicability.

 

Scenario Examples

The below scenarios cover sold by ZALORA items only. For items sold by sellers, our Shipping Fee Policy will apply.

 

Scenario 1 (for customers shipping to Klang Valley, Johor, and Penang)

Alice purchased two “sold by ZALORA” items amounting to RM150 = (Item A is RM100) + (Item B is RM50). Alice lives in Penang, so the shipping fee charged will be RM5. However, the threshold for free shipping is RM99, so the shipping fee of RM5 was waived for Alice’s order. 

 

Alice decided to return Item A. The amount of the item she decided to keep (Item B) is RM50 which is below the threshold for free shipping (RM99).

 

Thus, Alice will now be charged the shipping fee that was initially waived.

 

Her refund amount will be RM95 (RM100 – RM5)./p>

 

Scenario 2 (for customers shipping to Klang Valley, Johor, and Penang)

Emma purchased two “sold by ZALORA” items amounting to RM150 = (Item A is RM100) + (Item B is RM50). Emma lives in Penang, so the shipping fee charged will be RM5. However, the threshold for free shipping is RM99, so the shipping fee of RM5 was waived for Emma’s order. 

 

Emma decided to return Item A three days after she received her order. The amount of the item she decided to keep (Item B) is RM50 which is below the threshold for free shipping (RM99).

 

Thus, Emma will now be charged the shipping fee that was initially waived. 

Her refund amount will be RM95 (RM100 – RM5).

 

Five days after Emma received her refund, she decided to return Item B as well. She hasn’t worn it yet, so it passes ZALORA’s returns quality inspection.

 

Thus, Emma has returned all the items in her original order.

 

Her refund amount will be RM55 (RM50 + RM5). Emma will get back the shipping fee that was deducted from her first refund because she has now returned all the items from her original order.

 

Scenario 3 (for customers shipping to East Malaysia)

Nicholas purchased three “sold by ZALORA” items amounting to RM300. Each item is valued at RM100. Nicholas lives in Sabah, so the shipping fee charged will be RM10. However, the threshold for subsidised shipping is RM99, so Nicholas only needs to pay RM5 for shipping.

 

Nicholas decided to return two items. The total amount of the item he decided to keep is RM100 which is above the threshold for subsidised shipping (RM99).

 

Thus, Nicholas will not be charged the subsidised shipping fee even after returning the two items.

His refund amount will be RM200.

 

Scenario 4 (for customers shipping to East Malaysia)

Jane purchased two “sold by ZALORA” items amounting to RM250 = (Item A is RM200) + (Item B is RM50). Jane lives in Sarawak, so the shipping fee charged will be RM10. However, the threshold for subsidised shipping is RM99, so Jane only needs to pay RM5 for shipping.

 

Jane decided to return Item A. The total amount of the item she decided to keep (Item B) is RM50 which is beneath the threshold for subsidised shipping (RM99).

 

Thus, Jane will now be charged the initially subsidised shipping fee.

 

Her refund amount will be RM195 (RM200 – RM5).

 

Scenario 5 (for customers shipping to Peninsular Malaysia)

Eric purchased two “sold by ZALORA” items amounting to RM300 = (Item A is RM250) + (Item B is RM50). Eric lives in Perak, so the shipping fee charged will be RM8. However, the threshold for subsidised shipping is RM99, so Eric only needs to pay RM3 for shipping.

 

Eric decided to return Item A. The total amount of the item he decided to keep (Item B) is RM50 which is beneath the threshold for subsidised shipping (RM99).

 

Thus, Eric will now be charged the initially subsidised shipping fee.

 

His refund amount will be RM245 (RM250 – RM5

 

Scenario 6 (for customers shipping to Peninsular Malaysia)

Vanessa purchased three “sold by ZALORA” items amounting to RM600. Each item is valued at RM200. Vanessa lives in Melaka, so the shipping fee charged will be RM8. However, the threshold for subsidised shipping is RM99, so Vanessa only needs to pay RM3 for shipping.

 

Vanessa decided to return two items. The total amount of the item she decided to keep is RM200 which is above the threshold for subsidised shipping (RM99).

 

Thus, Vanessa will not be charged the subsidised shipping fee even after returning the two items.

 

Her refund amount will be RM200.

 

Scenario 7 (for customers shipping to Brunei)

Sarah purchased two “sold by ZALORA” items amounting to RM260 = (Item A is RM200) + (Item B is RM60). Sarah lives in Brunei, so the shipping fee charged will be RM30. However, the threshold for free shipping is RM150, so the shipping fee of RM30 was waived for Sarah’s order. 

 

Sarah decided to return Item A. The amount of the item she decided to keep (Item B) is RM60 which is below the threshold for free shipping (RM150).

 

Thus, Sarah will now be charged the shipping fee that was initially waived.

 

Her refund amount will be RM170 (RM200 – RM30).

 

Scenario 8 (for customers shipping to Brunei)

Danial purchased three “sold by ZALORA” items amounting to RM450. Each item is valued at RM150. Danial lives in Brunei, so the shipping fee charged will be RM30. However, the threshold for free shipping is RM150, so the shipping fee of RM30 was waived for Danial’s order.

 

Danial decided to return two items. The total amount of the item he decided to keep is RM150 which is equivalent to the threshold for free shipping (RM150).

 

Thus, Danial will not be charged the shipping fee even after returning the two items.

 

His refund amount will be RM300.