Don’t think your order is right for you? Don’t sweat it!
ZALORA offers free returns after delivery
Fill out the online returns form or drop off the items at our partner branches
Here's a quick returns policy checklist for your reference:
- Is the item still in its original packaging with tags intact attached to the item?
- Is the item in the same condition, unwashed and unworn as when it first arrived?
- Is the item packed neatly and securely, together with the invoice (Sold by Sellers item ONLY), ready to be returned?
- Have you completed the online return form?
- Returnable items under the Lifestyle Category are only valid for returns within 15 days if the product is in its original packaging with tags, unopened, and unused.
You can choose one of the following return options:
1. Exchange - Only available for change size and/or color of the same style. Exchanging for a different product is strictly not allowed.
Things to note:
Please note that items in the Non-Exchangeable and Non-Refundable Items and Brands list are not available for exchange unless stated otherwise. We will proceed to refund you fully in store credit if the item for exchange is out of stock.
Items from third-party sellers and items sourced overseas are now valid for exchanges (only if the exchange item will be coming from the same seller/warehouse)
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
Exchange orders are not eligible for express shipping and will follow normal return, exchange, and delivery lead time. You may tap here to view our return, refund, and exchange timeline.
2. Refund - Refunds are typically issued via your preferred refund method (cash on delivery via bank transfer, Credit card/PayPal via reversal, Gcash via Gcash account) as indicated on our online Returns and Exchanges form.
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
United Coconut Planters Bank
Philippine National Bank
Eastwest
Robinsons Bank
Development Bank of the Philippines (DBP)
NOTE: If you don't specify a refund method or forgot to input your bank account details via our Online Returns and Exchange Module, we pay you back via Wallet Credit by default.
3. Replacement - In the rare cases that you receive a wrong or defective item, please let us know as soon as possible by contacting our friendly customer service. Make sure the item is in the condition you received it in.
A FEW MORE THINGS TO NOTE
ZALORA reserves the right to withhold any refunds, exchanges, or replacements if your original item has not reached our warehouse.
Shipping fees are non-refundable
Exchanges are not allowed if the price difference is more than 20%
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.
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.
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