How to Return & Exchange on ZALORA

Step 1: Check Eligibility

Return policy

• Return or Exchange window: Once you ensure your items meet the eligibility criteria, start the Return or Exchange process by going to Account > My Orders:
  
• Packaging: Return the original item in its original packaging (including the clear plastic packaging the item came in) and reuse the ZALORA shipping bag.
• Invoices: Required only if you have purchased "Sold by Seller" items.
• Electronics: Must remain unused, sealed, and in original condition for returns.
• Luxury Items: An unboxing video is required for defective/wrong/incomplete items. Submit your video to customer@hk.zalora.com.

Return timeframe

• All modest wear category items: within 7 days
• Pre-loved & fine jewelry category items: within 7 days
• Lifestyle category items: within 15 days
• All other category items: within 30 days

Check the list of exceptions of non-refundable/non-exchangeable brands and items.

Step 2: Select Item(s) for Return or Exchange Request

Returns

• One or multiple eligible items from the same order can be returned together within the same return request.
• For some Marketplace sellers, items should be returned via a separate request. You will need to pack and return those items separately.

Exchange

• Upon request submission, the exchange item is reserved for 15 days. A refund will be issued if the exchange cannot be completed within 15 days. Make sure the return item is sent back early.
• Item Out of Stock: Please opt for a refund instead.
• Replacement for Defective/Incorrect Items: You can request a replacement depending on stock availability by contacting our Customer Support Team.

Step 3: Choose Your Return Method

Return Drop Off (free of charge)

In order to track your return by SF Express and SF Express Locker, please download SF Express's app and create an account/sign in with the same mobile phone number you used as your contact number for the delivery of your ZALORA order.

• SF Express: Submit a return request to receive a tracking number and QR code, then show the QR code to the SF Express agent to get a return label from them. Note that only SF Business Stations and SF Stores can accept your return.
• SF Express Locker:Submit a return request to receive a tracking number and the unique 8-digits locker code. Head over to the designated locker drop off point and enter the unique locker code and select your locker size for your return parcel size. Weight and size restrictions must not to exceed:
  • Small: 34 cm x 45 cm x 9 cm, 5kg
  • Medium: 34 cm x 45 cm x 20 cm, 10 kg
  • Large: 34 cm x 45 cm x 30 cm, 15 kg
• Circle K: Submit a return request to received a return tracking number and QR code, then head over to the nearest drop off point within 7 days and show the QR code to the staff. Return parcel limitation is a total height, length, and width of 90 cm and weight no more than 5kg.

For Macau Customers

• SF Service Center Drop off:Submit a return request to receive tracking number and QR code, then head over to either one of the designated drop off points below and simply let staff know it's a ZALORA return and provide your name, phone number, and ZALORA order number:
  • 53A G/F, 3B Veng Fung Industrial Building, Rua Cinco Bairro Da Areia Preta, Macau.
  • 853AA - Block B, G/F, Va Nam Industrial Building, Nos. 522-658 Av. Olimpica, Taipa, Macau.
  • Return parcel limitation is a total of height, length, and width of 3m and weight no more than 20 kg.

Return Pick Up (fees apply)

SF Express riders will pick up your item(s) on your selected date and address and continue to track your order on ZALORA's App or SF's App. All update on the returns process will be sent through push notifications on SF's App

Step 4: Exchange Delivery Fees, Return Fees & Refund Options

Exchange

Charges apply for pick-up and express shipping, while standard shipping is free.

Return

• Refund amount: Pick up fees are deducted from the total refund amount. If the total is less than or equal to the charges to be deducted, no refund will be issued.
• Online Banking Refunds: Only applicable for orders paid via cash-on-delivery; ensure accurate bank details are provided.
• Refund Lead Times: Check hereto check the processing time by refund method.

  Refund Method	Allowed Refund Method	Refund Leadtime
  Credit Card/Debit Card	Store Credit Credit Card	Credit card refund will take 3-5 working days to reflect into your bank account or next statement.
  Cash on Delivery	Store Credit Bank Transfer	Bank transfer refund will take 3-5 working days to reflect into your bank account.
  Store Credit	Store Credit	1-2 working days leadtime
  Alipay HK	Depend on initial payment chosen	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	PayMe account	1-2 working days leadtime + 1-2 working days for your refund to be reflected in your PayMe account.
  X Pay	X Pay account	1-2 working days + 7-14 working days for your refund to be refunded to the original payment method.

• Refunds of Exchange Orders: Issued via ZALORA wallet credit by default.

More info about Refunds

• Read more here if you received a refund without requesting one.
• Contact Customer Support if your refund has not been processed within the stated time frame.
• Customers with higher-than-average return rates may incur a processing fee. Learn more about this policy here.

Step 5: Make Your Return & Check For Tracking Updates

After request submission, check the return tracking number via your e-mail or from My Orders > Item Details:

If you have not received your return tracking number after more than 1 hour, contact Customer Support for further assistance.

Track the status of your item(s) following the statuses below :

• Return/Exchange Requested: Return request successfully submitted.
• Return Dropped Off/Return Picked Up: Item ready for collection/already collected by our logistics partner.
• Awaiting Product Return: Awaiting item return to process and ship exchange.
• Item received at Warehouse: Item arrived for quality inspection at our warehouse.
• Refund Processed: Refund approved; the amount will reflect within the stated lead time.
• Exchange Processed: Returned item processed; exchange underway.
• Order Processing: Exchange item being prepared for delivery.
• Refund Rejected: Return failed quality check and the refund cannot be processed. An e-mail will be sent with next steps.