Delivery Related Inquiries

ZALORA thrives to make its local and international selection available to all customers in the Philippines, so delivery times may vary.

As Delivery lead times vary for different locations, we have prepared the steps on how you can check the estimated delivery dates of your order.

    Step 1: On the  product page, click on "SELECT LOCATION" or "CHANGE"

    Step 2: Key in your region and city to get the estimated date of your delivery

    Step 3: You will be presented with a summary of the shipping details and delivery dates

• Once your basket is ready, you can also review its expected delivery timeline.
• Once you confirm the order, an acknowledgement email will be sent to you where you can also check the estimated delivery date.

Note:

• Deliveries are scheduled Mondays to Saturdays from 8AM to 8PM for Ninjavan and 6AM-12PM for J&T (excluding holidays).
• Should you not be personally available to receive your package, kindly prepare and leave an authorization letter along with your ID for your trusted contact.

There are many possible reasons why orders could take longer than usual to be delivered:

• The items are coming from an overseas seller or warehouse
• Extreme weather conditions can cause delay in operations (heavy rainfall, flooding, etc..)
• Orders that are bulky and/or contain liquids, cosmetics and lithium ion batteries can only be shipped via sea due to airline restrictions. It typically takes within 14-21 days to be delivered.

You'll have a hint if your item/s will be coming from overseas at checkout. Items will be grouped per seller/supplier and will show “ZALORA Overseas” if it's from an international warehouse

Upon placing an order, you can track its progress either via the email confirmation sent to your registered email address or through the app/website via your order page. Just simply follow these simple steps:

a. Using the DESKTOP, just log in to your ZALORA account. Go to My Account > Order & Tracking > Track package

b. Using the APP, just log in to your ZALORA account. Go to Account > Orders > Track package

Note: Tracking details for items from ZALORA Overseas will not be available until it arrived in the Philippines. You'll get your tracking number but you’ll only be able to track the package once it arrives here

If your order has not arrived within the expected delivery time, please contact our friendly Customer Service team. They can assist you in tracking your order and resolving any issues related to the delivery.

Unfortunately, once your order has been confirmed, you cannot change the delivery address. However, you can update your delivery details at the checkout page under delivery address details. You can change or add a new address before you make your purchase.

If the status of your order is not yet at picked/packed or shipped, you can reach out to our Customer Service Team who will assist you in updating your details.

It is best that you let us know the changes while ORDER RECEIVING so we can still modify your delivery details before the order is processed or handed over for shipment. Otherwise, we can no longer update the details and the order will be delivered in the initial delivery address.

If you spend above a certain amount, you will qualify for free delivery or discounted shipping based on the region to which delivery will be made. However, this minimum spend is only applicable after discounts and vouchers have been applied. 

Items "Sold by ZALORA" and Items "Sold by Third-Party Sellers" have separate delivery fees as shown below

NOTE:

• In order to keep our shipping fees fair to all our customers, shipping fee for items shipped from Local and Overseas will now be based on the weight of your package
• International fees will be applied for items shipped from overseas above Php20,000

Sold by Seller and Essentials - Mega Manila, Major Cities in Luzon,Visayas, Mindanao

In order to keep our shipping fees fair to all our customers, the following will be taken into consideration when computing shipping fees at checkout for UNIVERSAL ROBINA AND GREAT DEALS CORP. PRODUCTS

• Your shipping address
• Seller's address
• Weight of your package

Shipping fees for third-party sellers are a little trickier since they are charged on a per seller basis. For every set of items from the same third-party seller (local and overseas), a Php149.00 charge will be added if the order does not sum up above Php1,495.00. 

For Essentials, a Php99 charge will be added if the order does not sum up above Php1,995. 

But good news! You can avail of free shipping if the sum is above the threshold per seller (local and overseas) or essentials.

NOTE: Some sellers may be excluded for free shipping. Click Here To See The List Of Brands Excluded For Free Shipping.

Items that are shipped from overseas will be charged for international handling fee. These fees are non-refundable even if you return some or all of the items in your order. A fixed amount of P1495 will be charged for orders above P20,000. Orders that are charged international handling fees are ineligible for cash on delivery

Once your order has been shipped, you will receive an “Order shipped” email stating your delivery information such as tracking number and order details. 

Unfortunately, we do not offer an option to choose a specific delivery time. 

Once your order has been shipped, you are not able to modify the order details as the order has already been handed over to the courier for the shipment process. We encourage you to check upon placing an order to avoid any cancellation.

As much as we'd love to bring fresh fashion finds to those outside the Philippines, we do not offer international delivery. The delivery country must always be the same country in which the purchase was made. We currently only deliver within the Philippines.

However, if you are from any of the countries below where ZALORA is present in, do visit us at these websites!

Singapore - www.zalora.sg

Malaysia - www.zalora.com.my

Hong Kong - www.zalora.com.hk

Indonesia - www.zalora.co.id

Australia and New Zealand - www.theiconic.com.au