Shipping and returns policy
ZALORA aims to deliver within the time agreed upon at purchase. However, we are unable to guarantee that all orders will be delivered within the stipulated time frame.
Most orders benefit from FREE shipping. However we charge a small fee for orders below a certain amount:
Please take note of our new shipping fees effective May 3rd, 2013:
FREE shipping for orders above P1,000 // P100 below
|Rest of Luzon, Davao del Sur, Iloilo, Negros Occidental, Leyte, Misamis Oriental, Zamboanga del Sur|| FREE shipping for orders above P1,000 // P200 below
|Rest of the Philippines|| FREE shipping for orders above P2,500 // P200 below
As soon as your order is dispatched from our warehouse, you will be sent an email to confirm that your package is on its way. If we are unable to meet the estimated delivery date we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are unavailable to take delivery or collection, we may leave a card giving you instructions on either re-delivery or collection from the carrier.
You can track your order online by going to the Check Order Status page>. You will need your order number which is in the confirmation email we sent via email. Upon delivery of the product, before signing for the delivery, you agree to inspect the product for any faults, defects or damage. As a precaution, please keep the receipt of the delivered product.
In the rare circumstance that your item has a defect or is missing from your order please follow the directions in our FAQ or contact Customer Service at firstname.lastname@example.org.
For any reason should you wish to return your item(s), you have 30 days upon receiving the item(s) to return your order. Please contact ZALORA’s Customer Service to initiate the return.
Please ensure that the Return Slip is included in the parcel, and that the item(s) have not been worn and are in their original packaging. The item(s) must be returned to our returns address within 30 days upon receiving the item(s):
However, due to hygienic reasons of panties, women's swimwear bottoms, men's underwear and beauty products, we cannot accept returns or exchanges. We guarantee all our customers that we deliver good quality products. If there is an issue with your purchased panty, women's swimwear bottom, men's underwear and beauty products, please do not hesitate to contact us. We appreciate your business and understanding on this safety issue.
4F, 50 Jupiter Street,
Makati City, Metro Manila, Philippines, 1229
Once Quality Control has inspected the returned item(s), we will aim to process your return within 5 business days.
You are responsible for all goods sent until they arrive at our warehouse, and agree to assume the costs associated with returning your purchased item(s) to us. Please ensure to package the goods well to prevent damage. We strongly recommend that you use a reliable courier service with parcel tracking services.
Should you have any further enquiries, please feel free to contact Customer Service at email@example.com.
We are proud to offer Cash On Delivery in the major cities in the Philippines.
If your city is not available for COD, please select another mean of payment. We are planning to expand our COD service in more cities in the near future.
Cities where Cash On Delivery is currently available:
|Metro Manila||Caloocan, Las Piñas, Makati, Malabon, Mandaluyong, Manila, Marikina, Muntinlupa, Navotas, Parañaque, Pasay, Pasig, Pateros, Quezon City, San Juan City, Taguig, Valenzuela City|
|Batangas||Batangas City, Lipa City, Balayan, Bauan, Calaca, Lemery, Malvar, Mataas na Kahoy, Nasugbu, San Jose, San Pascual, Santa Teresita, Santo Tomas, Tanauan City, Tuy|
|Bulacan||Malolos City, Balagtas, Baliuag, Bocaue, Bulacan, Calumpit, Guiguinto, Hagonoy, Marilao, Meycauayan City, Pandi, Plaridel, Santa Maria|
|Cavite||Imus , Bacoor, Carmona, Kawit|
|Cebu||Cebu City, Mandaue City, Consolacion, Lapu-Lapu City, Liloan, Talisay City|
|Davao del Sur||Agdao Proper, Bago Oshiro, Bangkal, Bucana, Buhangin Proper, Catalunan Pequeno, Centro (San Juan), Gov. Paciano Bangoy, Gov. Vicente Duterte, Kap. Tomas Monteverde, Sr., Lapu-Lapu, Leon Garcia, Ma-a, Matina Aplaya, Matina Crossing, Matina Pangi, Mintal, Pampanga, Poblacion 1-40, Rafael Castillo, San Antonio, Sasa, Talomo Proper, Ubalde, Ulas, Vicente Hizon Sr, Wilfredo Aquino,|
|Iloilo||Iloilo City, Agusan, Arevalo, Balulang, Barangay 1-40, Bayabas, Bonbon, Bugo, Bulua, Camaman-an, Canitoan, Carmen, Consolacion, Cugman, F.S. Catanico, Gusa, Iponan, Jaro, Kauswagan, Lapasan, Lapaz, Lumbia, Macabalan, Macasandig, Mandurriao, Molo, Nazareth, Patag, Puerto, Puntod, Tablon|
|Laguna||Santa Rosa City, Biñan City, Cabuyao, Calamba City, Los Baños, San Pedro|
|Leyte||Ormoc City, Tacloban City, Albuera, Babatngon, Burauen, Dulag, Kananga, Palo, Pastrana, Santa Fe , Tanauan, Tolosa|
|Misamis Oriental||Cagayan de Oro|
|Negros Occidental||Bacolod City, Alijis, Banago, Barangay 1-41, Bata, Cabug, Estefanía, Felisa, Granada, Handumanan, Mandalagan, Mansilingan, Montevista, Pahanocoy, Poblacion, Punta Taytay, Singcang-Airport, Sum-ag, Taculing, Tangub, Villamonte, Vista Alegre|
|Pampanga||Angeles City, City of San Fernando|
|Rizal||Antipolo City, Cainta, San Mateo, Taytay|
|Zambales||Olongapo City, Subic|
|Zamboanga del Sur||Zamboanga City, Abong-abong, Ayala, Baliwasan, Boalan, Cabatangan lower, Cabatangan upper, Culianan, Divisoria, Governor camins, Governor ramos, Guiwan, Kawit, Labuan, Lower calarian, Lunzuran, Lustre, Luyahan, Mampang, Mercedes, Pasonanca, Pitogo, Putik, Recodo, San Jose Gusu, San Ramon, San Roque, Santa Maria, Sinunuc, Sta barbara, Sta catalina, Talisayan, Talon-talon, Taluksangay, Tetuan, Tugbungan, Tulungatung, Tumaga, Upper Calarian, Zambowood|