General Inquiries

ZALORA operates a zero-tolerance policy towards the buying and selling of counterfeit products. We strive to ensure that all products sold on our platform are authentic and sourced directly from reputable suppliers.

Is ZALORA fake? ZALORA is a legit online retailer that holds a very high standard and process in making sure that all brands including both local and international brands from ZALORA shoes, clothing, accessories, beauty products, etc are 100% authentic. ZALORA also carries selected leading luxury brands from top designers worldwide, which have been sourced from reputable and authentic suppliers and sellers.

We implement a stringent supplier selection process to avoid counterfeit items featured on our platforms. ZALORA does not sell fake products to its customers. Furthermore, we ensure that the appropriate approvals have been obtained to sell all products "sold by ZALORA" and "sold by Seller" in the countries we operate in.

Our supply chain is vast in order to accommodate the variety and quantity of items sold on our platforms. Despite its broadness, ZALORA endeavors to ensure visibility over our sourcing processes - particularly for "Sold by Seller" items.

All products sold on ZALORA are authentic. However, if you happen to purchase an item that is not up to your expectations, we kindly advise you to return the item for a refund. You may also write to our friendly Customer Service Team here; so that we can launch an investigation into the issue. For more information on how to return your item, please click here.

Third-party Sellers are independent retailers, boutiques, and brands. They have been carefully curated for style and quality, offering to customers a wide array of fashion-forward products. Although we feature them on our website, these Sellers store and pack the items themselves, and we only step in for delivery.

Items Sold by Sellers can be easily identified by checking the product description page. Go to the product description page and you can visit the products individual store.

DESKTOP

MOBILE

A seller order goes through this journey:

REMEMBER!

- If you order items from more than one Third-Party Seller, you will receive a separate delivery for each one

- These orders have the same 30 days free returns policy and should be filed on our Online Returns and Exchange Module.

- Seller invoice/receipt should be returned together with the item/s.

- Items Sold by Sellers are generally exempt from vouchers and promotional codes, unless otherwise stated in the specific voucher's terms and conditions

- There are seller's brands that are non-exchangeable & non-refundable. See the complete list here.

The ZALORA Click+Connect Kiosk is a one-stop digital fashion and lifestyle concept store. It serves as an order collection point. Customers are also able to check out and fit a selection of items from our site (which can be delivered straight to your doorstep)!

Our current locations can be found in: Alabang Town Center - Ground Floor Commerce Bldg, beside Beauty Bar Operating hours: Monday to Friday 11am-9pm, Sat and Sunday 10am-9pm

You now have the opportunity to expand your online business beyond your wildest dreams with ZALORA, the biggest fashion online store in Southeast Asia. Want to learn more? Check out ZALORA's Sell With Us page and sign up now, or send an email to support@zalorahelpdeskph.zendesk.com

To update your account information, log in to your ZALORA account and click on “Details”. Here, you can edit your name, birthday, password, gender, and any of your saved addresses or add a new address.

To edit your personal information, simply login and follow these easy steps

Desktop - Go to Account > Details > Account information

App - Go to Account > Details

If you need to change your e-mail address, please note that this request will be reviewed and approved based on your situation. For help with changing your e-mail, please contact our Customer Service Team.