Embedded Files
Heads-up! Due to PUMA’s inventory checks, returns may take an additional 3–5 working days to be processed. We apologize for any inconvenience but don't worry, we’ll provide status updates and do everything we can to keep delays to a minimum.
How long will it take my item to reach your warehouse after I drop off at J&T
How long will it take my item to reach your warehouse after I drop off at J&T
The expected arrival of packages at our warehouse depends on where the package will come from.
NCR - 5 calendar days
Luzon - 7 calendar days
Visayas and Mindanao - 10 calendar days
Palawan - 25 calendar days
How long will it take my item to reach your warehouse after it’s been pickup up by 2GO?
How long will it take my item to reach your warehouse after it’s been pickup up by 2GO?
The expected arrival of packages at our warehouse depends on where the package will come from.
NCR - 4 calendar days
Visayas and Mindanao - 14 calendar days
Palawan - 25 calendar days
Once my return reached your warehouse, how long will the quality checking take?
Once my return reached your warehouse, how long will the quality checking take?
After we receive your item, it will undergo quality checking within 1-2 working days (Monday to Saturdays).
How soon can I receive my refund?
How soon can I receive my refund?
Once your return has passed our quality check, your refund will be processed. The time it takes for the amount to reflect in your account depends on the original payment method used for the order.
Please see the estimated timeframes for each method below:
Wallet Credit: The refund will reflect in your ZALORA wallet within 24 hours after the item passes the quality check.
Credit Card / PayPal: After we process the reversal, the amount will be reflected on your next billing statement.
Debit Card: After we process the reversal, you will see the changes in your account within 30-45 calendar days.
GCash: After we process the refund, you will see the changes in your account within 2-4 working days.
Bank Transfer: After we process the refund, you will see the changes in your account within 2-4 working days.
MAYA: The refund will reflect in your MAYA wallet within 22 working days after the item passes the quality check.
How soon can I receive my exchange order?
How soon can I receive my exchange order?
Once your return has passed quality checking your exchange order will then be processed and will follow the usual delivery leadtimes based on your area. Learn more on how to check the leadtimes here.
Why was I refunded even when I requested for an exchange?
Why was I refunded even when I requested for an exchange?
There are a few reasons why we would process a refund instead of an exchange. It could be that the item you requested for exchange was already out of stock or it is also possible that the last stock is defective or did not pass quality inspection.
A FEW MORE THINGS TO NOTE
BDO Debit reversals: Your bank may charge you a processing fee that could affect the amount of your refund. Contact your bank/card issuer to inquire about this.
You can only request a Gcash refund once per order. Once you've already made a partial return and requested for Gcash refund for an item, we can only process the refund via bank transfer for the remaining items should you wish to have it returned and refunded.
User Shall take full responsibility for submitting the correct information
ZALORA shall not be held liable for inaccurate information shared by the user
ZALORA will not be liable for a refund processed on an incorrect account number provided by the user
Report abuse