How To Return and Refund/Exchange on ZALORA

Yes, you may return an item as long as it fulfills the following conditions:

• Within 30 days of receipt 
• Invoice available (third-party sellers)
• Original condition & tags are intact
• Original product/brand packaging

IMPORTANT:  Returnable items under the Lifestyle category are only valid for returns if the product is in its original packaging with tags, unopened, and unused.

To check your item's eligibility for return, go to the Product Page or My Orders. You should see the “30-day free return/exchange” indicator and you’ll be able to choose the option to “Exchange/Return an item” on your account if it’s eligible.

Otherwise, it will show that the items are not returnable or have passed the 30-day return window.

Returning an item is easy, just follow these simple steps:

Step 1: Fill out the online return form. Go to your orders list and choose an item then click “Exchange/Return Item”

Step 2: Pack your items. Place the item(s) in the ZALORA product packaging (box or pouch), if you still have them. If not,         that's fine, as long as you still have the brand's original packaging! You can repack using a different packaging, reseal and label it with your order number.

-Items sold by Third-Party Sellers, don’t forget to insert the sales invoice and original receipt issued by the seller.

-Items should have their tags intact and match the barcode labels in the item's packaging has a barcode

Step 3: Return your package in two options.

Pickup - prepare the order number of your return. Upon pickup you will be asked to sign via the rider’s app before handing over the package

For J&T pickups, a tracking number and a barcode will be sent to your email for confirmation. Take a screenshot or simply open the email as the rider needs to scan the barcode upon pickup.

Drop off - drop off your package at our partners J&T branches nationwide

Reminder: Only those with J&T return tracking number will be accepted at the branch. You may find the tracking number in the confirmation email sent to you. Packages returned at J&T need to be opened for inspection 

Step 4: Look out for notifications. We’ll inform you once your item arrives at the warehouse and passes our quality checks. You’ll get another notification when your refund has been processed or when your exchange item has been packed and shipped.

Here are 2 ways how you can request an online return:

    Desktop - Go to Account > Exchange & Return

    App - Go to Account > My orders > Exchange  & Return

IMPORTANT: Make sure that your item(s) for return is in original condition with tags intact and does not fall under the Non-Exchangeable & Non-Refundable Items & Brands.

Refunds are typically issued via your preferred refund method (ZALORA Wallet Credit or back to your original payment method) as indicated on our online Returns and Exchanges form.

COD > Bank Refund

Gcash > Gcash account (Wallet, Ggives, Gcredit)

Credit/Debit card/ Paypal > Credit/Debit card/ Paypal reversal

Here’s a list of the banks eligible for bank refund:

• Banco De Oro (BDO) Savings/ Checking Account
• Metrobank Savings/ Checking Account
• Unionbank Savings/ Checking Account/ EON
• RCBC Savings/ Checking Account
• Chinabank Savings/ Checking Account
• Bank of the Philippine Islands Savings/ Checking Account
• BPI Family Savings Bank
• Security Bank Savings/ Checking Account
• Landbank of the Philippines Savings
• Philippine National Bank
• Eastwest
• Robinsons Bank
• Development Bank of the Philippines (DBP)

IMPORTANT: If in case an incorrect bank account details was submitted via our Online Returns and Exchange Module, we won't be able to process your refund.

Yes. However, exchanges are only available for change size and/or color of the same style. Exchanging for a different product is strictly not allowed.

Some items may have available stock for the size/color you want but are not eligible for exchange. This means that the items will be coming from a different warehouse. We will proceed to refund you fully in store credit if this happens or if the item for exchange is out of stock.

Variety colors/sizes of the same style may also be priced differently. If the price difference is more than 20% from the original price, it will not be eligible for exchange.

Your exchange item will be reserved for 15 days. The request will be cancelled if your return arrived past 15 days from the request

Shipping fees and international fees are non-refundable. 

Voucher codes cannot be re-issued and are non-refundable. If you return an item that was purchased using a voucher code, only the final paid price (after the discount) will be refunded.

• ZALORA reserves the right to withhold any refunds, exchanges, or replacements if your original item has not reached our warehouse.
• If you opt for a refund via your original payment method, the refund value will be apportioned according to the amount paid via Store Credit and your original payment method.
• BDO debit reversals- banks may charge a processing fee that could affect the amount of your refund. You may contact your bank/card issuer.
• Fair Use - 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