General Related Enquiries

For every new customer registration, you will be required to verify your e-mail address. Here are some easy steps to guide you through the verification process:

Steps:

1. Fill in your details (e-mail address, new password, name, date of birth, and gender).

2. You'll then receive an e-mail from ZALORA, sent to your registered e-mail address, issuing your one time password (OTP).

3. If you're accessing your e-mail via phone, either click on the "verify e-mail address" link or copy your OTP and key it in on the verification page.

4. Once done, you'll have successfully completed registration on ZALORA.

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.

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.

Received or bought an E-Gift Card? Be sure to go here for our Terms and Conditions. Now, here's how to start using it!

Gift Card Redeem Steps

1. In the e-mail sent to you after purchasing or receiving the e-gift card, click "Redeem Now".

2. Log into your ZALORA account and at the Cart or Checkout page, enter your unique gift card code. Refer to the voucher input section in order to input your code.

3. Once successfully redeemed, you’ll be able to see the details in the price breakdown section!

Things to note:

• E-Gift Cards can be purchased using any payment method except Cash on Delivery.

• E-gift cards are valid for only 1 year from the date of purchase. Once expired, it cannot be re-issued or used for any future purchases.

• All E-Gift Cards are non-refundable.

• If there is any remaining balance, you can use the same unique code for your next purchases (before the validity of the e-gift card expires).

• In the event of returns for refunds, the used e-gift card value will be credited back to the same unique code, and you can keep using the code until the remaining value is exhausted or before the e-gift card validity expires.

Check out our new e-gift card looks! you can now pick from customized e-gift cards for all your special occasions.

If you do not have an account with ZALORA, fret not! Creating your new account is super easy: click here.

If you have inquiries regarding ZALORA corporate gift cars and/or bulk gift card purchases, please reach out to us at partnerships@hk.zalora.com

Are you interested in becoming a seller on ZALORA? ZALORA offers its platforms for other independent brands, boutiques, and even retailers to reach a wider range of customers. You can sell on ZALORA by featuring your products on our platform to gain more exposure to your company.

If you want to know how to sell your products on the ZALORA website, there are a few steps you can take to apply. Simply click here and fill out the required form. Submit your ZALORA seller application with all the needed details.  Our representative will get in touch with you on the next steps to proceed and guide you on the next process!

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

Items sold by Sellers can be easily identified by the line that reads the Seller's name instead of "ZALORA"

Delivery by Sellers typically take 2 to 5 working days from the date of order, unless it is shipped internationally which would take slightly longer depending on the item. 

Please note that:

Seller items are mostly refundable.

Eligible items for exchange will appear when you submit the online return form.

If you have ordered items from more than one Seller, you will receive a separate delivery from each one of them. 

Restrictions for vouchers and promotional codes may apply to certain items sold by Sellers.

The same 30 days returns policy applies for Seller items.
 

To subscribe to our newsletter, look at the bottom right corner of any page and fill in your email address within the available e-mail field. Then click on your content preference for either women or men. You can also stay tuned to our promotions via our social media platforms on Facebook/Instagram and receive notifications sent straight to your mobile phone by downloading our free ZALORA app.

Getting too few or too many notifications from us? Or maybe you want updates on a different product category? Here's how to amend your subscription.

Log in to desktop, then you can go to "Preferences" under "My Account" to make the necessary amendments.

MY SUBSCRIPTIONS: Here you can select the type of e-mails you'd like us to send out (newsletter, promotional reminders, or both). You can also change the frequency of newsletter e-mails

STYLE PREFERENCES: Here you can select your preferred product categories and brands that you would like to see more of

Once the changes are made, be sure to click on "Save Changes" at the bottom of the page to confirm.

Ever wondered what SKU codes are? SKU stands for Stock Keeping Unit and is pronounced: “skew”. It's a string of numbers and letters that uniquely identify a product and its corresponding colour.

ZALORA uses SKUs to identify and track products; as well as for checking on the status of your purchase orders! Note: If a product has different colors, each color option will have its own SKU code. Simply click on your preferred colour and scroll down as before.

To find a specific SKU code, go to the selected product page and scroll down to "Product Information"/"Product Details".

Select your operating device and then follow the steps outlines below:

iOS

1. From your home screen, go to "Settings"

2. Then scroll down and click on the ZALORA app icon

3. Click on "Notifications" and toggle "Allow Notifications. You can further customize your notifications from this page as well

Android

1. From your home screen, go to "Settings"

2. Then scroll down and click on the ZALORA app icon

3. Click on "Notifications" and toggle "Allow Notifications. You can further customize your notifications from this page as well

We are sad to see you go. As much as we might like things to stay the same, change is an inevitable part of life.

However, if you change your mind and wish to continue supporting ZALORA, we welcome you to register with us again at any time.

There are several things that you should take note prior to requesting for account deletion:

Your account deletion request will be sent to our Customer Service Team. They will review your request and reply to you once your request has been completed. Account deletion may take up to (30) thirty days to completely reflect in our system. 

In the event there are pending purchases/orders or remaining store credit/wallet credit in your account, the account deletion request will be put on hold. Our Customer Service Team will reach out to you for further arrangement. 

All your data will be removed and any existing cashback in your account will be forfeited. 

After successful deletion of your account, ZALORA will hold your transactional data for financial audit purposes.

Account deletion is permanent and irreversible. After successful deletion, you will not be able to login and view previous account history. 

Once you submit the delete account request, you can't login to your ZALORA account again. ZALORA reserves the right to reject future account creation requests.

Below are the steps to delete your account:

• Go to account and choose “Request Account Deletion”.

• Choose “Delete My Account”. If you wish to retain your account, select “Keep My Account” instead.

• After fully reading and agreeing to the “Important Information & Disclaimer”, proceed to “Continue To Account Deletion”.

• After fully reading and agreeing to all the “Terms And Conditions”, please tick the box to confirm your agreement and proceed to “Submit”.

• The account deletion process will reflect within 3 - 5 working days after your submission. 

Want to find your size more easily? Use the filter function to find the size you desire!

Note: Size filter is only available under Women & Men categories, in Clothing, Shoes, Sports, and Modest Wear. Sports needs further refinement either for clothing or shoes in order for the size filter to be activated.

1. Catalog Through Promotion Landing Page

After you click on any promotion banner, you’ll be redirected to the catalog

To activate the size filter, choose one product category under the "Category" section, on the left side of the page

Filter by Size will be available right underneath it

2. Catalog Through Product Category

If you access the catalog through the Product category, the size filter will be readily available under the Filter section (only in Clothing, Shoes, Sports, and Modest Wear categories). Sports needs further refinement either for clothing or shoes in order for the size filter to be activated.

Under the New In category, you will first need to choose one product category under the filter section, on the left side of the page, for the filter to be available.

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.

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.