How To Return and Refund/Exchange on ZALORA

Yes, you may return an item as long as it fulfills the following conditions:

• Within 30 days of receipt 

• Invoice available (third-party sellers)

• Original condition & tags are intact

• Original product/brand packaging

IMPORTANT:  Returnable items under the Lifestyle category are only valid for returns if the product is in its original packaging with tags, unopened, and unused.

You have two ways to return your items back to ZALORA. 

Pick-up option will be catered by our trusted external partner couriers. A small fee will be charged or will be deducted to the total refund for areas outside NCR.  This helps us continue offering you a convenient and reliable home collection option.

Drop Off option is available for free. You may return your packages at any J&T branch near your location

Important: To encourage thoughtful shopping and reduce our environmental impact (fewer returns means less shipping!), we're introducing a return processing fee for accounts with a history of frequent returns. This helps ensure a fair system for everyone and allows us to keep offering convenient return options. Know more about it here

Returning an item is easy, just follow these simple steps:

Step 1: Fill out the online return form. Go to your orders list and choose an item then click “Exchange/Return Item”

Step 2: Pack your items. Place the item(s) in the ZALORA product packaging (box or pouch), if you still have them. If not,         that's fine, as long as you still have the brand's original packaging! You can repack using a different packaging, reseal and label it with your order number.

• Items sold by Third-Party Sellers, don’t forget to insert the sales invoice and original receipt issued by the seller.

• Items should have their tags intact and match the barcode labels in the item's packaging has a barcode

Step 3: Return your package in two options.

Pickup - prepare the order number of your return. Upon pickup you will be asked to sign via the rider’s app before handing over the package

For J&T pickups, a tracking number and a barcode will be sent to your email for confirmation. Take a screenshot or simply open the email as the rider needs to scan the barcode upon pickup.

Drop off - drop off your package at our partners J&T branches within the same city as your delivery address.

Reminder: Only those with J&T return tracking number will be accepted at the branch. You may find the tracking number in the confirmation email sent to you. Packages returned at J&T need to be opened for inspection. 

Step 4: Look out for notifications. We’ll inform you once your item arrives at the warehouse and passes our quality checks. You’ll get another notification when your refund has been processed or when your exchange item has been packed and shipped.

Here are 2 ways how you can request an online return:

    Desktop - Go to Account > Exchange & Return

    App - Go to Account > My orders > Exchange  & Return

IMPORTANT: Make sure that your item(s) for return is in original condition with tags intact and does not fall under the Non-Exchangeable & Non-Refundable Items & Brands.

You can return your package at any J&T branch within the same city as your delivery address. 

Don't forget to keep the acknowledgment receipt you’re given as proof of your return and take note of the package tracking number. We will send you a notification once we receive your return package at our warehouse.

1. Place the item(s) in the ZALORA product packaging (box or pouch), if you still have them. If not, that's fine, as long as you still have the brand's original packaging! You can repack using a different packaging.

   • For items sold by Third-Party Sellers, do not forget to insert the sales invoice and original receipt issued by the seller.

   • Items from Third-party sellers are delivered separately but you may return it together with items SOLD BY ZALORA. Pack it first with its invoice/receipt inside before placing it in a single package.

   • Items should have their tags intact and matching the barcode labels if the item's packaging has a barcode

2. Label it with your order number, reseal your package with a tape and label with your name, date and order if you’re using a different packaging.

3. Lastly, take a photo of the sealed and labeled return package to document that it is well packed and in good condition before you drop off or hand it over to our third-party courier.  We want to make sure that the package will be secured and protected until it reaches our warehouse.

   • In case of tampering disputes, you can use this photo as proof that the package is in good condition prior to handover

   • ZALORA is not liable for the discrepancies on the returned items if the customer fails to provide proof that the parcel is sealed and signed.

Yes, you can now select all eligible items from multiple orders with the same payment methodand return them in one parcel. 

Here’s how:

1. Submit one return request for all eligible items you want to return - items may be from different orders if paid with the same payment method.

Start your return process by going to Account > My Orders and clicking on “Exchange/Return Item”. You will see the list of returnable items from your current and previous orders.

Submit a single return request for all eligible items, from any order, that you wish to return. 

Don’t see your item? Create separate return requests for items not listed. Group returns may not be available for all items, as some sellers are not eligible for returns consolidation. You will need to pack and return those items separately

2. Pack each item in its original packaging with tags attached. Combine all packed items securely in one parcel.

Items must be unused and in their original condition with tags attached. Electronic devices and beauty products must be unopened. Return items in their original packaging (e.g., clear plastic bag, product box). You may reuse the ZALORA mailer bag to pack your return items!

3. Send the parcel back to us using your chosen return method. Each parcel should have only one unique tracking number.

After submitting your return request, you will receive a return tracking number and/or QR code. You can find this information by going to Account>My Orders>Select Return Requested Item/s. Alternatively, you will also receive a confirmation email for your return request with your Return Tracking information.

Refunds are typically issued via your preferred refund method (ZALORA Wallet Credit or back to your original payment method) as indicated on our online Returns and Exchanges form.

COD > Bank Refund

Gcash > Gcash account (Wallet, Ggives, Gcredit)

Credit/Debit card/ Paypal > Credit/Debit card/ Paypal reversal

Here’s a list of the banks eligible for bank refund:

• Banco De Oro (BDO) Savings/ Checking Account

• Metrobank Savings/ Checking Account

• Unionbank Savings/ Checking Account/ EON

• RCBC Savings/ Checking Account

• Chinabank Savings/ Checking Account

• Bank of the Philippine Islands Savings/ Checking Account

• BPI Family Savings Bank

• Security Bank Savings/ Checking Account

• Landbank of the Philippines Savings

• Philippine National Bank

• Development Bank of the Philippines (DBP)

IMPORTANT: If in case an incorrect bank account details was submitted via our Online Returns and Exchange Module, we won't be able to process your refund.

ZALORA aims to bring your items to your doorsteps, safely. However, in the rare case that you receive a defective item/incorrect item, you may reach our customer service team at www.zalora.com.ph/contact .

Prepare the following so we can assist and report the incident right away:

• Order Number

• The matter of the issue (e.g. incorrect/defective item)

• The product SKU/Item name

• Unboxing videos, Photos of the package/items

Yes. However, exchanges are only available for change size and/or color of the same style. Exchanging for a different product is strictly not allowed.

Some items may have available stock for the size/color you want but are not eligible for exchange. This means that the items will be coming from a different warehouse. We will proceed to refund you fully in store credit if this happens or if the item for exchange is out of stock.

Variety colors/sizes of the same style may also be priced differently. If the price difference is more than 20% from the original price, it will not be eligible for exchange.

Your exchange item will be reserved for 15 days. The request will be cancelled if your return arrived past 15 days from the request.

Shipping fees and international fees are non-refundable. 

Voucher codes cannot be re-issued and are non-refundable. If you return an item that was purchased using a voucher code, only the final paid price (after the discount) will be refunded.

Drop Off - Upon making a drop-off, you will be given a receipt with a Return Tracking Number. Use this to track your returned package on the provider's website.

Pickup - Once the item/s were successfully picked up by our partner courier, you may track the status of the package on their website 

Unfortunately, you’re unable to make any changes on your return request once it’s already submitted. You may contact our customer service instead to see if you they can modify or cancel the request for you.

Unless you’re having the original item for exchange, yes, the free gift has to be returned as well since it was part of the original item’s promotion/campaign. Failure to return may cause potential rejection of your return/refund request.