Payment Inquiries

1. What are the payment options available on ZALORA?

Purchase your orders using any of the following payment options:

E-gift card/My Store Credit
Credit cards (except cards issued from Myanmar)
Debit cards
Grabpay & Grab Paylater
Atome Installment
Shopback Paylater

Things to note:

Cash On Delivery: Please note that you need to pay the cash on delivery amount before opening your parcel and trying on your items. This is for security and anonymity purposes. If you don't like the product or the size doesn't fit you, you can always return the item afterward.

Note: COD is only available for purchases of some "Sold by Seller" items. You can refer to the product description page for more information.

Store Credit: "My Store Credit" is a feature on ZALORA that allows you to accumulate store credit which can be used to pay for your ZALORA purchases. Your store credit balance will be shown under "My Store Credit" once you are logged in. You can also track your transaction history and credit validity period.

As our valued customers, you typically have three years from the date of disbursement of store credit to use them. If left unused past the expiration date, they will automatically be removed from your account. So don't forget to use them! Any balance of store credits will automatically be applied to your next purchase at checkout.

Store credits are issued in the following scenarios:

Store credit was chosen as your preferred mode of refund when you returned your items
Any refunded store credit that is used on a new order can only be refunded as store credit

Online Banking: Online banking is a service provided by Fiuu (Razer). It is an Internet Payment Switching Gateway through credit card, internet banking (or e-debit), and electronic wallet (e-wallet). It is the same Online Payment Gateway System currently provided by many licensed Financial Institutions.

For that reason, you can be certain of Fiuu’s security. Fiuu also complies with the PCI Data Security Standard and the Malaysia Payment System Act.

E-Gift Cards:
- E-Gift Cards can be purchased using any payment method except Cash on Delivery.
- E-gift cards are valid for only 1 year from the date of purchase. Once expired, it cannot be re-issued or used for any future purchases.
- All E-Gift Cards are non-refundable.
- If there is any remaining balance, you can use the same unique code for your next purchases (before the validity of the e-gift card expires).

In the event of returns for refunds, the used e-gift card value will be credited back to the same unique code, and you can keep using the code until the remaining value is exhausted or before the e-gift card validity expires.

2. Can I save my card details on my ZALORA account for faster checkout?

Yes! You can save your card details on your ZALORA account to enjoy a quicker and more convenient checkout experience.

3. How do I save my card on the ZALORA app?

At the checkout page, when selecting your payment method and choosing credit or debit card, please check the box to save your card details for future purchases before proceeding to the order review step.

4. How do I remove a saved card from my ZALORA account?

To remove a saved card, you need to login on ZALORA (desktop site only) and follow these steps:

Step 1: Log in to your ZALORA account
Hover over the "My Account" icon and click on "My Store Credit".
Step 2 : Remove your card.
Scroll down to the "Your Cards" section.
Click the trash can icon next to the card you wish to delete.

5. How does ZALORA protect my data and payment details?

ZALORA has implemented multiple security measures to ensure your personal data and payment details are safe during online transactions. These include data encryption, secure payment gateways, and fraud detection systems.

6. Is my credit card information securely stored?

Yes. All credit card details entered on ZALORA are securely encrypted and stored by Cybersource, a trusted payment gateway owned by VISA. This adds an extra layer of protection for your credit card data.

7. What is CVV verification and how does it work?

When you enter your credit card information, including the CVV (Card Verification Value), ZALORA encrypts and securely transmits the data to the card issuer for payment verification and approval.

Please note:

The final decision on CVV verification lies with the card issuer, not ZALORA.
If you encounter issues, our Customer Service Team can help raise the concern to your issuing bank.

8. Is ZALORA PCI compliant?

Absolutely. The ZALORA website is fully PCI DSS (Payment Card Industry Data Security Standard) compliant. This means we meet strict security standards for handling credit card information.

In addition to PCI compliance, we use:

Sophisticated fraud detection tools
A team of experienced fraud specialists who screen orders daily for suspicious activity

9. What if I still have security concerns?

If you're uncomfortable storing your card details, you can easily remove your saved credit card information by following the steps above (please refer to question no 4).

You can always choose to manually enter your credit card details each time you make a purchase on ZALORA.

10. What happens if my payment fails during checkout?

If your payment does not go through—whether due to accidentally exiting the payment page, receiving an error message, or a declined payment method—you will be given the opportunity to reattempt payment for your order.

11. How do I reattempt payment for my order?

If payment is unsuccessful, you will be automatically redirected to the Order Summary page, where you'll see a “Pay Now” button. Alternatively, you can access this page by following these steps:

Go to: Account > My Orders > View Order

Orders with incomplete or failed payments will show the status “Payment Pending”, allowing you to reattempt payment.

12. Can I use a different payment method when reattempting payment?

Yes, you can choose to reattempt payment using the same method or another eligible payment method. Click “Pay Now” to be redirected to the payment page and select from the list of available options.

Things to note: If your original payment attempt used a payment-specific promotion, you must reattempt payment using the same payment method to retain the promotion.

13. Are there any limitations when reattempting payment?

Yes. Please take note of the following:

You are allowed a maximum of 2 repayment attempts per order.
Reattempts must be made within 4 hours from your initial payment attempt.
If you used a payment-specific promotion, the same payment method must be used again.

14. Will my voucher codes, store credit, or cashback still apply when I reattempt payment?

Yes! The total amount and any applied voucher codes, store credit, or cashback will remain valid and unchanged during the repayment process. However, payment-specific promotions will still require the same payment method to remain valid.

15. Why don’t I see the “Pay Now” option?

The “Pay Now” option may not be available if:

The payment window has expired, and your order was automatically canceled.
Your payment method is not supported for this feature.
You are not using the ZALORA app, where this feature is currently available.

If “Pay Now” is not shown, you can simply place a new order.