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.

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.

To track your order, please use the tracking ID sent to you in the confirmation 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


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 and 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 or men's underwear and beauty products, please do not hesitate to contact us. We appreciate your business and understanding on this safety issue.


Unit A-3-1, Level 3, Block A,

Southgate Commercial Centre,

No. 2, Jalan Dua, Off Jalan Chan Sow Lin,

55200, Kuala Lumpur

Once Quality Control has inspected the returned item(s), we will aim to process your return within 5 business days.

We are happy to cover the delivery charges for the first two returns of any order. If you would like to return or exchange the item after that, you agree to assume the costs associated with returning your purchased item(s) to us. You are responsible for all goods sent until they arrive at our warehouse. 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