Return Policy

Here's a quick returns policy checklist for your reference:

Is the item within the stated time period (as outlined below) from the day you received it?
- All modest wear category items: within 7 days
- Pre-loved & fine jewellery category items: within 7 days
- All other category items: within 30 days
Are the tags intact and attached to the item? Is the item still in its original brand packaging? Please note that some items sold by Lubna, Zalia, Zalia Basics and Nurita Harith may have a sticker attached detailing that the item will not be accepted without the sticker intact. Kindly adhere to this requirement.
Is the item packed neatly and securely, together with the invoice (only for sold by Seller items), ready to be returned?
Have you completed the online return form?
Is the item in the same condition, unwashed, unworm, as when it first arrived?
Only for returnable beauty category items; returns are only applicable if the products is in its original packaging with tags, unopened, and unused.

1. What are the policy for exchanging an item?

Exchange are only available for size and/or colour of the same style. Exchanging for a different product is strictly not allowed. We recommend to return your original item for a refund and place a new order for the different product.

Please note that items in the non-exchangeable and non-refundable items and brands list are not available for exchange unless stated otherwise. You'll able to identify those items by looking at the product description view. Eligible items for exchange will appear when you submit the online return form.

2. How will I get refund?

Refunds are typically issued via your preferred refund method indicated while filling up the "Online Exchange and Return" request or upon request through Customer Service.

You can choose to be refunded either via:

Store Credit (except for GrabPay. Atome, Ezypay and Maybank card instalment) or
Your original payment method ( except for Cash on Delivery)

It should take our Warehouse Team 1-2 working days to process the item upon receiving it, followed by the refund lead times of the refund provider.

3. What are the refund options and the refund leadtimes?

Refund Method	Refund Leadtime
Bank Transfer	1 working day lead time and then 3 - 5 working days for your refund to be reflected in your bank account
Credit Card	1 working day lead time and then 3 - 5 working days for your refund to be reflected on your credit/debit card. However, for some banks, it will only reflect on your next billing statement
AlipayHK	Balance: 1-2 working days to be refunded back into Alipay account. Bank account (PPS payment): 3 working days refunded back into bank account linked to PPS. Credit card: 14 working days to be refunded back into credit card account.
PayMe HK	1-2 working days and then 1-2 working days for your refund to be reflected in your PayMe account
X Pay	1-2 working days and then 7-14 working days for your refund to be reflected to your original payment method.
Store Credit	1 working day lead time

A few more things to note:

ZALORA reserve the right to withhold any refunds if your original item has not reached our warehouse. Once your item has been processed by out warehouse, you will receive your exchanged item following the usual delivery lead time.
Ensure that the refund details given are correct and complete. any incorrect and/or incomplete entries will be refunded entirely to Store Credit.
Exchange 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 S tore Credit and your original payment method.
Exchange orders are only refundable via Store Credit.
Voucher codes cannot be re-issued and are non-refundable. If you return an item that was purchased using voucher code, only the final paid price (after discount) will be refunded.
We are unable to accommodate any refund reversal requests of Store Credit if 30 dyas have passed from the refund date.
Any refunded Store Credit used on a new order (including exchange orders), can only be refunded as Store Credit - even if a different refund method is selected.

4. Can I request replacement for a wrong or defective item?

In the rare case that your received wrong or defective item, please let us know by contacting our friendly Customer Service! Be sure the item is in the exact condition as you received it.

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 happened to you, and you think we've made a mistake, please contact our Customer Service Team and we'll 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.