Returns, Refund & Exchange Timeline

1. How long will it take my item to reach your warehouse after I drop off at J&T

The expected arrival of packages at our warehouse depends on where the package will come from.

NCR - 5 calendar days
Luzon - 7 calendar days
Visayas and Mindanao - 10 calendar days
Palawan - 25 calendar days

2. How long will it take my item to reach your warehouse after it’s been pickup up by 2GO?

The expected arrival of packages at our warehouse depends on where the package will come from.

NCR - 4 calendar days
Visayas and Mindanao - 14 calendar days
Palawan - 25 calendar days

3. Once my return reached your warehouse, how long will the quality checking take?

After we receive your item, it will undergo quality checking within 1-2 working days (Monday to Saturdays)

4. How soon can I receive my refund?

Once your return has passed quality checking refund processing will follow the time frames shown below:

Wallet Credit After the returned item passes quality checking, the refund will reflect in your wallet..	within 24 hours
Credit Card/PayPal After ZALORA processes the reversal, you'll see changes on your account on..	Your next billing statement
Debit Card After ZALORA processed the reversal, you'll see changes on your account...	within 30-45 calendar days
Gcash After ZALORA processed the refund, you’ll see changes on your account..	within 2-4 Working Days
Bank transfer After ZALORA processed the refund, you’ll see changes on your account..	within 2-4 Working Days
MAYA After the returned item passed quality checking, the refund will reflect on your wallet..	Within 22 Working Days

5. How soon can I receive my exchange order?

Once your return has passed quality checking your exchange order will then be processed and will follow the usual delivery leadtimes based on your area. Learn more on how to check the leadtimes here

A FEW MORE THINGS TO NOTE

BDO Debit reversals: Your bank may charge you a processing fee that could affect the amount of your refund. Contact your bank/card issuer to inquire about this.
You can only request a Gcash refund once per order. Once you've already made a partial return and requested for Gcash refund for an item, we can only process the refund via bank transfer for the remaining items should you wish to have it returned and refunded.
User Shall take full responsibility for submitting the correct information
ZALORA shall not be held liable for inaccurate information shared by the user
ZALORA will not be liable for a refund processed on an incorrect account number provided by the user

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