FAQ

  • 1. Order Status – My order has not arrived yet

    We know you can’t wait to receive your new finds and we aim to ship your order as fast as possible. Our average delivery lead time from the day you have placed your order is:

    • 1-3 days for Metro Manila
    • 3-5 days for provincial towns
    • 5-7 days for rural areas
    • Please allow +2 days lead time for ZaloraALORA Marketplace orders that are send by external partners

  • 2. Order Tracker: Your order status

    In Metro Manila we ship our parcels via our own ZALORA Express. If you live in this area, please track your order here


    If your delivery address is outside of Metro Manila, your order will be delivered by one of our Logistics partners. Please check the tracker here or use the tracking link in your shipping confirmation email.

  • 3. 3PL Status Tracker

    If you have received an email notification that your order was shipped with one of our logistics partners, please use the tracking links below to check the status of your shipment and enter your order number in their shipment tracker

    • For Air21, please click here and enter your order number in the shipment tracker
    • For LBC, please click here and enter your order number in the shipment tracker
    • For 2Go, please click here and enter your order number in the shipment tracker

    Occasionally shipments through our external logistics partners are delayed by factors outside of our control. If you are still waiting for your parcel beyond our usual lead time (1-3 days in Metro Manila, 5-7 days for Provincial), please contact our customer service and we will follow up on your shipment.

  • 4. Contact customer service

    • Like to Call? Reach us at (02) 858 0777.
    • Love to chat? We are here for you.
    • Not a fan of the phone? Email us to customer@zalora.com.ph
    • Prefer texting? Drop us a message at xxxx

  • When can I expect delivery of my order?

    If you place your order before 6pm, it usually gets shipped from our warehouse on the same day. We hand it over to one of our logistics partners (Provincial) or our ZALORA Delivery Fleet (Metro Manila) and you will get a shipping confirmation email indicating the estimated delivery day. For Metro Manila most orders are delivered on the next day. Provincial orders are forwarded to the local branch of our logistics provider and go out for delivery after 5-7 days.

  • What if I am not at home to receive my order?

    If you are not at home when we deliver and there is someone else to receive the order, please make a note in the “Delivery Instructions” field on the Checkout page when you place your order or send a quick email to our Customer Service Team (here). Please also leave a letter of authorization stating the name of the recipient. We will require you or the authorized person to present a valid ID upon delivery to make sure that no one else can take your shipment.

    If we cannot reach you at the indicated shipping address, our customer service team will contact you by Email and text message and we will try to deliver again on the next day. If we cannot reach you on the second delivery attempt, your shipment is on hold and our customer service will contact you to schedule a new delivery attempt. Please note that our logistics provider will return shipments to ZALORA after three unsuccessful delivery attempts.

  • Can you deliver to my office address?

    Yes, of course! Your parcel can be delivered to an office address. Please enter the address along with your full name upon checkout.

    If you would like the package to be dropped off at the office reception, please leave us a note in the “Delivery Instructions” field of the checkout page and leave a letter of authorization with the recipient.

  • Do you charge any shipping cost?

    Shipping is free nationwide for any order above P1000. For orders below that the shipping fee is only 100P nationwide.


    Free shipping may be enjoyed in conjunction with a voucher code, automatic discount or store credit in your Wallet.
    1. For voucher codes and automatic discounts, the qualifying amount is the total amount of the products purchased after the voucher code or discount is applied 2. For store credit in MyWallet, the qualifying amount is the total amount of products purchased before the store credit is applied

  • Will I have to pay shipping fees when I use a voucher or store credit?

    If you use store credit from MyWallet to pay for your order and the amount of your order does not exceed your store credit, we don’t apply any shipping fee. If you use a coupon with your order the shipping fee will be applied if your order amounts to less than P1000.

  • Do you charge shipping fees for returns?

    Returns are always free – drop your return shipment at any LBC or 2Go Branch and indicate the ZALORA Account number (see return sheet) and the cost of the shipping is on us. Keep in mind that the shipping fee for your initial order will only be refunded if you return all items of your order.

  • How can I track the status of my order?

    You can check the status of your order here by entering your order number in our shipment tracker.

  • How do I change my address or cancel my order?

    If you’ve just finished placing your order, please call us and we’ll try to modify your order. If more than two hours have passed, chances are good that our magical warehouse elves have already packed and shipped your order! In either case, please call us for further assistance as soon as possible at (02) 858 0777.

  • Who will deliver my order?

    ZALORA Express


    For Metro Manila, most orders are delivered by our ZALORA Express Delivery Fleet. Our fast & friendly riders will deliver your order on the next business day and are happy to wait for up to 15 minutes while you check out your items and try them on if you wish. If you do not like any item you ordered, you can return it to our rider straight away.
    Please note that for COD transactions you will have to pay the order first before you can try it on. Our rider will wait for you and refund you for any item that you wish to return straight at the door.
    For prepaid orders, the riders will ask you to present a valid ID before handing over your package.


    Logistics Partners


    Provincial orders are delivered by our external logistics partners. We work with Air21, 2Go and LBC to offer you fast nationwide delivery and wide COD coverage. You will be informed which logistics provider delivers your order in the shipping confirmation Email.


  • Can I try on my order before you deliver?

    ZALORA Delivery Fleet offers our Try-on Service at the door. Our rider will be happy to wait for up to 15 minutes to let you check and try-on your purchase. If you are not satisfied with any item, you can return it straight at the door and we will issue a refund. Please note that for COD transactions you will have to pay for the order before try-on, our rider will then refund you for any item you wish to return after try-on.
    For our external logistics partner, a try-on service and partial acceptance of your order is not possible. You have to receive (and pay in case of COD) for the entire shipment at the door. However, you can always return any item you do not like within 30 days of delivery. Simply put the unworn item back into the box and make sure to include all labels. Fill in the return slip, included it in the package, and drop the package at any Air21, LBC, or 2Go branch nationwide or contact our customer service team to schedule a return pickup.

  • How do I know that my order is safe during shipping?

    Your order is always safe with the ZALORA Guarantee. All our shipments are insured and you will be refunded if ever a shipment gets lost on the way to you. When you receive your order, please check that the ZALORA Guarantee seal is intact. If you receive a shipment with a broken seal, please reject the shipment and contact our customer service. We will arrange for a re-delivery of your order immediately.

  • Our Promise

    Our ZALORA Promise for happy and hassle-free shopping

    • Satisfaction guaranteed: free return within 30 days – no questions asked
    • Authenticity guaranteed: cash refund if you have any doubt
    • Risk free shopping: our return & refund policy is quick and easy

    At ZALORA we want you to be happy with every purchase. If you are not satisfied with any item you bought on ZALORA – we offer free & easy returns with no questions asked. Don’t like the item, send it back. Need a different size, we offer free exchange. Changed your mind, you can return for any reason.
    Products purchased on ZALORA can be returned for free within 30 days of delivery. The item has to be unworn and in original packaging. The only return restriction applies to SWIMWEAR, LINGERIE, UNDERWEAR AND BEAUTY PRODUCTS which CANNOT BE RETURNED due to hygienic reasons.
    All our items are new, authentic, and shipped in excellent condition. Should you ever encounter a defective item it will be replaced without restriction.

  • How to return an item

    Free returns in a few simple steps:
    1. Fill out the return slip: Please fill in the Returns Slip you received with your shipment. If you no longer have the Returns Slip, you can print out the return slip by clicking here.


    2. Fill out Return Label: Please fill out the Return Label you received with your shipment.


    3. Pack the box: Place the item(s) in their original product packaging into a box or pouch along with the returns slip and then affix the return label to the outside of the box.




    4. Drop off: We offer free return-pickup service by Air21. Simply contact our customer service (here) to schedule a pickup. Alternatively, you can return your package at any Air 21, LBC or 2GO branch – the cost of the return is on us! Remember to keep the receipt you’re given at the drop-off point as proof of your return. When bringing your package to the courier branch, please use the following ZALORA account number:

    • LBC nationwide: 102708
    • 2GO nationwide: 2013100087
    • Air21 nationwide: 1000018357



    5. Get your refund: We aim to get your store credit to you within 2 business days of receiving your parcel. If you sent your parcel more than seven days ago and you still haven’t received an email confirming your return, please contact us at customer@zalora.com.ph or call our customer service team (02) 858 0777 (9am-6pm Monday to Friday, 10am-5pm Saturday).

  • I need to return an item, but I don't have the original ZALORA packaging. What now?

    Don’t fret if you don’t have our original ZALORA packaging (the ZALORA-branded box or mailer bag) as you can still return the item but please wrap it, so that the original brand packaging and the returned items do not get damaged. All items need to be returned in the original branded product packaging (e.g the shoe box you received with your Nike sneakers).

  • Is your return due to the wrong size or fit?

    If yes, we would like to recommend you to try our virtual fitting solution, the Fit Visualiser. It will help you to determine which size to get by comparing to a garment you already own.

  • What is store credit and how do I get it?

    There are 2 ways you may receive store credit:

    1. From returns and/or cancellations of orders. Once your refund is processed, your store credit will be automatically available in MyWallet. Simply place a new order and your MyWallet credit will be deducted.
    2. From gift cards – Enter your gift card code at My Wallet (under My Account) to add it to your wallet credit.


    Available store credits can be used immediately in your future purchases. The MyWallet credit will be automatically deducted at checkout.

  • Can I use my discount/promo/voucher code together with store credit?

    Yes! Any available store credit in My Wallet is automatically applied to your order. The store credit in My Wallet will be applied after discounts, taxes, and shipping fee on the cart page, as well as on the check-out page, your store credit is sufficient, no further charges will occur.
    If you wish to use a discount code for your order as well, follow these steps:

    1. Click Order Now
    2. Enter the coupon code in the text field next to the total amount at the right hand side.
    3. Click on Use Coupon


  • What forms of payment do you accept?

    We offer a number of payment methods:

    1. Cash on Delivery (COD)
    2. Credit and Debit Cards
    3. Paypal
    4. Bank Transfer

  • What is Cash On Delivery (COD)?


    Cash on Delivery is a safe and risk-free payment method and you only pay upon receiving your goods. Choosing that payment method also allows your order to be processed faster.
    Please check the following link to find out if we accept COD for your location:

    Cities where Cash On Delivery is currently available:

       Province    Cities
    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
    Samar Basey
    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

    Please note that for security purposes you need to pay the Cash On Delivery amount before opening your parcel and trying on your items. If you don't like the products or the size doesn't fit you, you can always return the items afterwards.

  • Is it safe to use my credit card on your site?


    Security is a key priority at ZALORA. We ensure that every credit card transaction occurs within a secure environment. You can see the transaction is secure if you see a padlock at the bottom right of your web browser. Rest assured that with each purchase, your credit card or bank account information will be secured.
    If you are a first time customer, it is possible that we will contact you to ask you for a copy of your credit card and a valid ID to prevent credit card fraud.

  • My credit card details are not being accepted. What's wrong?

    Did you double check all the information? If you’re sure all the information is correct, you can check with your bank or financial institution to rule out errors on their behalf. If problems continue to persist, why don’t you just try Cash on Delivery or Paypal instead? Our Customer Service team will be happy to help if you have trouble placing an order.

  • My computer froze while processing payment. How will I know that my payment went through successfully?

    All successful transactions are followed up by a confirmation email containing the order number within an hour of the purchase. If you have not received confirmation via email, please try placing your order again. Of course, you can always call ZALORA customer service at (02) 858 0777 to confirm the placement of your order.

  • Do you accept international credit cards?

    Yes, we also accept international credit cards.

  • What is PayPal?


    PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using the PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.

  • How do I sign up for PayPal?

    You can sign up for a PayPal account here.

  • How do I use a Paypal payment option?

    Existing PayPal users who would like to use PayPal as their method of payment when placing an order can click on the "Checkout with PayPal" button at the checkout. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.

  • How is billing done for PayPal?

    Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. For more information, please refer here.

  • What do I do if I have questions about my PayPal account?

    You may contact PayPal customer service here for support.

  • When are funds transferred out of my PayPal account for my order?

    PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service.

  • In which banks can I make Over the Counter Payments?


    You can use the banks listed below. Please use the following instructions to make your bank payment:
    Account Name: BF JADE E-SERVICES PHILIPPINES INC.
    CHINA BANK: 203-479-861-6 BANK OF PHILIPPINE ISLANDS: 0033-3747-04 BANCO DE ORO: 1680-2211-14 METROBANK: 292-729-252-0510 PNB: 5141-1650-0028

    After payment, please click here and fill in the bank transfer slip details in order to complete your transaction. You will find the necessary details on the Bank transfer slip from the ATM/CDM machine or online confirmation screen after payment. When choosing bank transfer, you can also deposit the invoice amount at any CEBUANA Lhuillier Branch.


    1. Print/write down the Order Confirmation number.

    2. Go to any Cebuana Lhuillier Branch.

    3. Fill out the Pera Padala Form and give the Pera Padala Form to the Branch Personnel together with the Order Confirmation no. and Payment.

    4. Once complete and validated, the Branch Personnel will issue the receipt. A Confirmation Email from ZALORA will be sent within 48 hours.

  • 1. How do I use a ZALORA Promo Code?

    In the shopping cart, just fill in the voucher code in the ‘coupon’ section. Note that only one voucher can be used at a time:

    • 1-3 days for Metro Manila
    • 3-5 days for provincial towns
    • 5-7 days for rural areas
    • Please allow +2 days lead time for ZaloraALORA Marketplace orders that are send by external partners

  • 2. Order Tracker: Your order status

    In Metro Manila we ship our parcels via our own ZALORA Express. If you live in this area, please track your order here


    If your delivery address is outside of Metro Manila, your order will be delivered by one of our Logistics partners. Please check the tracker here or use the tracking link in your shipping confirmation email.

  • 3. 3PL Status Tracker

    If you have received an email notification that your order was shipped with one of our logistics partners, please use the tracking links below to check the status of your shipment and enter your order number in their shipment tracker

    • For Air21, please click here and enter your order number in the shipment tracker
    • For LBC, please click here and enter your order number in the shipment tracker
    • For 2Go, please click here and enter your order number in the shipment tracker

    Occasionally shipments through our external logistics partners are delayed by factors outside of our control. If you are still waiting for your parcel beyond our usual lead time (1-3 days in Metro Manila, 5-7 days for Provincial), please contact our customer service and we will follow up on your shipment.

  • 4. Contact customer service

    • Like to Call? Reach us at (02) 858 0777.
    • Love to chat? We are here for you.
    • Not a fan of the phone? Email us to customer@zalora.com.ph
    • Prefer texting? Drop us a message at xxxx