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, 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

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

Submit a return request to receive a tracking number and QR code, then show the QR code to the agent to get a return label. You can find the tracking number on the e-mail we sent to you or click "Track returns" on desktop/app.

• J&T Express: You can track your returns by keying in your return tracking number on J&T Express's website here.
• Flash Express: You can track your returns by keying in your return tracking number on Flash's website here.
• NinjaVan: You can track your returns by keying in your return tracking number on NinjaVan's website here.
• Jifee - SF Express (Only in Brunei): For self return to GoRush, kindly take note of their address below:
  Unit 9, 1st & 2nd Floor, Block A, Spg 188, Jln Pengiran Babu Raja, Kg Kiarong, Bandar Seri Begawan BE1318.
  Working hours are Mondays - Thursdays (8 AM - 5 PM), Friday (8 AM - 12 PM then 2 PM - 5 PM), and Saturday (8 AM - 5 PM)
  In order to track your return parcel, kindly take note of the return tracking number. This can be found on your "proof of returns" or return label which you will receive once you handover your return parcel to Jifee. Simply head over to the Jifee e-tracker here to track the whereabouts of your return parcel.

Return Pick Up (fees apply)

• ZALORA Fleet: Our ZALORA Fleet will pick up your item(s) with your selected date and address. Return to the warehouse is ~ 1-2 working days.
• Grab: After submitting your return request via the ZALORA app, schedule your return pick-up through the Grab app. When the Grab rider arrives, hand over your return parcel and please ensure the tracking number is clearly written on the parcel or on a piece of paper securely attached to it. Otherwise, the return may be rejected. Once the Grab driver hands the parcel over to the NinjaVan hub, you can continue tracking your parcel here by keying in your NinjaVan return tracking number.
• NinjaVan: The courier will pick up your item(s) with your selected date and address. On average, it will take 1-3 working days in West Malaysia and 4-9 days in East Malaysia for your item to arrive at our ZALORA warehouse.
• 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 the table below to check the processing time by refund method.
  
  

  Refund Method	Refund Leadtime
  Bank Transfer	1 working day lead time and then 3 - 5 working days for your refund to be reflected in your bank account
  Credit Card/Debit Card	1 working day lead time and then 3 - 5 working days for your refund to be reflected on your credit/debit card. However, for some banks, it will only reflect on your next billing statement
  GrabPay Account	1 working day lead time and then 1 - 3 working days for your refund to be reflected in your GrabPay account
  Maybank Account (for Maybank Instalments)*	1 working day lead time and then 7 - 9 working days for your refund to be reflected in your Maybank account
  Atome Instalment	1 working day lead time and then 5 working days for your refund to be reflected in your Atome account. Allow an additional 5-7 working days for it to be reflected on your credit/debit card
  Store Credit	1 working day lead time

  
  
• 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.

Fair Use Policy

If we notice an unusual pattern of returns activity, including but not limited to returning a high proportion of ordered items, we may, at our sole and absolute discretion, take appropriate action, such as suspending or closing your account and any associated accounts or declining future orders.

If this has happened to you, and you think we've made a mistake, please contact our Customer Service Team and we'll be happy to review it with you. If your account has been suspended or closed and you need to make a valid return, contact our Customer Service Team before sending any products back.