Step 1: Check Eligibility


Return policy

  • Return or Exchange window : Once you ensure your items meet the eligibility criteria (see ZALORA's return policy), start the Return or Exchange process by going to Account > My Orders :

  • Packaging: Return the original item in its original packaging (including the clear plastic packaging the item came in) and reuse the ZALORA shipping bag. 

  • Invoices: Required only if you have purchased "Sold by Seller" items.

  • Electronics: Must remain unused, sealed, and in original condition for returns.

  • Luxury Items: An unboxing video is required for defective/wrong/incomplete items. Submit your video to [email protected]. 

Return timeframe

  • All modest wear category items: within 7 days

  • Pre-loved & fine jewelry category items: within 7 days

  • Lifestyle category items: within 15 days 

  • All other category items: within 30 days

Check the list of exceptions of non-refundable/non-exchangeable brands and items.


Step 2: Select Item(s) for Return or Exchange Request


Returns 

  • One or multiple eligible items from the same order can be returned together within the same return request. 

  • For some Marketplace sellers, items should be returned via a separate request. You will need to pack and return those items separately.


Exchange

  • Upon request submission, the exchange item is reserved for 15 days. A refund will be issued if the exchange cannot be completed within 15 days. Make sure the return item is sent back early. 

  • Item Out of Stock: Please opt for a refund instead.

  • Replacement for Defective/Incorrect Items: You can request a replacement depending on stock availability by contacting our Customer Support Team.

Step 3: Choose Your Return Method

 Return Drop Off (free of charge)

  • Ninjavan locations: Submit a return request to receive a tracking number and QR code, then show the QR code to the Ninjavan agent to get a return label from them. (1-3 days to reach the Singapore warehouse)

  • POPStation locations: Submit a return request to receive the EzyReturn tracking number. At the POPStation, select "return my parcel" and choose "I don’t have a label and need to print." Enter your EzyReturn tracking number, collect, and attach the printed label to your parcel. Then, select "scan barcode on EzyReturn label" and follow the on-screen instructions. Use separate lockers and return labels for multiple parcels. (3-5 days to reach the Singapore warehouse) 


Return Pick Up (fees apply)

Our ZALORA Fleet will pick up your item(s) on your selected date and address. (1-2 working days to reach the Singapore warehouse)

Step 4: Exchange Delivery Fees, Return Fees & Refund Options


Exchange 

Charges apply for pick-up and express shipping, while standard shipping is free. Payment instructions provided here.


Return 

  • Refund amount: Pick up fees are deducted from the total refund amount. If the total is less than or equal to the charges to be deducted, no refund will be issued. 

  • Online Banking Refunds: Only applicable for orders paid via cash-on-delivery; ensure accurate bank details are provided.

  • Refund Lead Times: Check here to check the processing time by refund method.

  • Refunds of Exchange Orders: Issued via ZALORA wallet credit by default.



More info about Refunds 

  • Read more here if you received a refund without requesting one.

  • Contact Customer Support if your refund has not been processed within the stated time frame.

  • Customers with higher-than-average return rates may incur a processing fee. Learn more about this policy here.


Step 5: Make Your Return & Check For Tracking Updates

After request submission, check the return tracking number via your e-mail or from My Orders > Item Details: 


If you have not received your return tracking number after more than 1 hour, contact Customer Support for further assistance. 


Track the status of your item(s) following the statuses below :


  • Return/Exchange Requested: Return request successfully submitted.

  • Return Dropped Off/Return Picked Up: Item ready for collection/already collected by our logistics partner.

  • Awaiting Product Return: Awaiting item return to process and ship exchange.

  • Item received at Warehouse: Item arrived for quality inspection at our warehouse.

  • Refund Processed: Refund approved; the amount will reflect within the stated lead time.

  • Exchange Processed: Returned item processed; exchange underway.

  • Order Processing: Exchange item being prepared for delivery.

  • Refund Rejected: Return failed quality check and the refund cannot be processed. An e-mail will be sent with next steps.


Read more about our refund and exchange time frames.