How can I return or exchange an item?
To return or exchange your item, you can fill up this form. Once filled out, pack your item in it's original product packaging with the ZALORA invoice (for items sold by ZALORA) or the sales invoice and original receipt issued by selller (for items sold by Third Party Sellers). You can now either drop it off at any Click & Connect Site, LBC or 2GO branch, or select 7-11 branches in Metro Manila. For pick-ups, simply hand over your package to the rider. You'll be informed once the item arrives at our warehouse and passes our quality checks. We'll send you another notification once your refund has been processed or when your exchange item has been packed and shipped.
For more details, check out the FAQ article here.
How do return pick-ups work?
To schedule a return pick-up, fill up the online returns form here and choose pick-up to schedule your free pick-up and reserve your exchange item for up to 10 days. Once the rider arrives, simply hand over your item (in it's original packaging) with either the: ZALORA invoice or the sales invoice and original receipt inside.
For more details, check out the FAQ article here.
What is the status of my refund?
We'll notify you once your refund has been processed. You can also check out the refund time frame below:
|
ZALORA Processing |
When and Where do I get my refund? |
Wallet Credit |
6-9 days |
Right Away! We'll send you a message. |
Credit Card Reversals |
6-9 days |
You'll see the changes on your next billing statement. |
Debit Card Reversals |
6-9 days |
You'll see the changes in your account in 30-45 days. |
GCash |
8-12 days |
You'll get a message from our payment partner once the cash is ready. |
If you have more questions, you can contact our friendly customer service via hotline at (02) 858 0777 (Monday to Friday: 9am - 6pm; Saturdays: 9am - 5pm) or send us a message via Live Chat or Facebook Chat (Monday to Friday: 11am - 7pm).