Delivery Related Inquiries

• Once your basket is ready, you can also review its expected delivery timeline.

• Once you confirm the order, an acknowledgement email will be sent to you where you can also check the estimated delivery date.

Note:

• Deliveries are scheduled Mondays to Saturdays from 8AM to 8PM for Ninjavan and 6AM-12PM for J&T (excluding holidays).

• Should you not be personally available to receive your package, kindly prepare and leave an authorization letter along with your ID for your trusted contact.

There are many possible reasons why orders could take longer than usual to be delivered:

• The items are coming from an overseas seller or warehouse

• Extreme weather conditions can cause delay in operations (heavy rainfall, flooding, etc..)

• Orders that are bulky and/or contain liquids, cosmetics and lithium ion batteries can only be shipped via sea due to airline restrictions. It typically takes within 14-21 days to be delivered.

Upon placing an order, you can track its progress either via the email confirmation sent to your registered email address or through the app/website via your order page. Just simply follow these simple steps:

a. Using the DESKTOP, just log in to your ZALORA account. Go to My Account > Order & Tracking > Track package

b. Using the APP, just log in to your ZALORA account. Go to Account > Orders > Track package

Note: Tracking details for items from ZALORA Overseas will not be available until it arrived in the Philippines. You'll get your tracking number but you’ll only be able to track the package once it arrives here

If your order has not arrived within the expected delivery time, please contact our friendly Customer Service team. They can assist you in tracking your order and resolving any issues related to the delivery.

If the status of your order is not yet at picked/packed or shipped, you can reach out to our Customer Service Team who will assist you in updating your details.

It is best that you let us know the changes while ORDER RECEIVING so we can still modify your delivery details before the order is processed or handed over for shipment. Otherwise, we can no longer update the details and the order will be delivered in the initial delivery address.

If you spend above a certain amount, you will qualify for free delivery or discounted shipping based on the delivery region. However, this minimum spend is only applicable after discounts and vouchers have been applied.

Items "Sold by ZALORA" and Items "Sold by Third-Party Sellers" have separate delivery fees as shown below.

SOLD BY ZALORA

Ships Locally

• Threshold: PHP 1,995

• Above Threshold: PHP 100 Discount

Ships from Overseas

• Threshold: PHP 2,995

• Above Threshold: PHP 100 (NCR) / PHP 50 (Provincial) Discount

NOTE:

• In order to keep our shipping fees fair to all our customers, the shipping fee for items shipped from Local and Overseas will now be based on the weight of your package.

• International fees will be applied for items shipped from overseas with a value above PHP 20,000.

Sold by Seller and Essentials

In order to keep our shipping fees fair to all our customers, the following will be taken into consideration when computing shipping fees at checkout for UNIVERSAL ROBINA AND GREAT DEALS CORP. PRODUCTS:

• Your shipping address

• The seller's address

• The weight of your package

Shipping fees for third-party sellers are charged on a per-seller basis. For every set of items from the same third-party seller (local and overseas), a PHP 149.00 charge will be added if the order does not sum up to above PHP 1,495.00.

For Essentials, a PHP 99 charge will be added if the order does not sum up to above PHP 1,995.

But good news! You can avail of free shipping if the sum is above the threshold per seller (local and overseas) or for essentials.

SOLD BY SELLER AND ESSENTIALS

Ships Locally

• Threshold: PHP 1,495

• Above Threshold: FREE

Ships from Overseas

• Threshold: PHP 1,495

• Above Threshold: FREE

Essentials

• Threshold: PHP 1,995

• Above Threshold: FREE

Beauty

• Threshold: PHP 1,495

• Above Threshold: FREE

NOTE:

• Some sellers may be excluded from free shipping.

Once your order has been shipped, you will receive an “Order shipped” email stating your delivery information such as tracking number and order details. 

First, an SMS or email notification will be sent by ZALORA once your order has left our warehouse and has reached the assigned delivery hub. 

A second notification will be sent on the actual day of delivery stating that “Your order xx is arriving today!” Once you receive this notification, kindly keep your lines open for further updates from our courier.

Unfortunately, we do not offer an option to choose a specific delivery time.

Once your order has been shipped, you are not able to modify the order details as the order has already been handed over to the courier for the shipment process. We encourage you to check upon placing an order to avoid any cancellation.

As much as we'd love to bring fresh fashion finds to those outside the Philippines, we do not offer international delivery. The delivery country must always be the same country in which the purchase was made. We currently only deliver within the Philippines.

However, if you are from any of the countries below where ZALORA is present in, do visit us at these websites!

Singapore - www.zalora.sg

Malaysia - www.zalora.com.my

Hong Kong - www.zalora.com.hk

Indonesia - www.zalora.co.id

Australia and New Zealand - www.theiconic.com.au

We offer a Next Day Delivery service for orders being delivered to areas within the NCR. Here are the details you need to know:

Service Availability & Area:

• Next Day Delivery is only available for delivery addresses within the NCR.

• This service is available on working days and does not operate on weekends and public holidays.

Eligible Items:

• Only selected items are eligible for this service, as some items are sourced from different suppliers, sellers, or international warehouses.

• You can identify applicable items by looking for the express truck icon next to the product.

Order Cut-off Time:

• To receive your items the following day, orders must be placed before 3:00 PM. Orders placed after this time will be processed on the next working day.

Fees, Refunds, and Exchanges:

• Fee: The fee for Next Day Delivery is PHP 199.

• Refunds: We regret to inform you that the Next Day Delivery fee is non-refundable, even if your order is returned.

• Exchanges: The fee is applied on a per-order basis. As all exchange requests are treated as new orders, they will be shipped using our standard delivery service.

Orders with Mixed Items:

• If your cart contains a mix of eligible and non-eligible items, those with the express truck icon will be delivered the next day. The remaining items will be delivered following their normal delivery timeframes.

We understand that after placing your order, you may have to change some details due to different circumstances. Unfortunately, we are no longer able to update the payment method, voucher application and choice of item/s (color, size, type) after completing checkout.

If your order has not yet been packed or shipped, you may still request for your order to be canceled by contacting our customer service team at customer@ph.zalora.com or via Chat.