Luxury Related Inquiries

1. How does ZALORA ensure the safe packaging of luxury items before delivery?

For items sold by ZALORA, luxury items are placed in plastic, inserted in a ZALORA dustbag, and then double-boxed with paper fillers for secure delivery.

2. What kind of box will I receive for my luxury item?

If the supplier provides boxing, you may receive the brand’s original box inside a ZALORA brown box. Otherwise, a premium ZALORA box will be used before being packed in the brown box.

3. How are luxury items from Sellers packaged?

Seller luxury items are packed according to the Seller’s practices. The use of the brand’s dust bag depends on the Seller or product, but no paper bags will be included in the packaging.

4. Is ZALORA responsible for how Sellers package luxury items?

No, ZALORA is not responsible for or has control over how items are packaged on the Seller’s end. However, ZALORA ensures that Sellers provide necessary packaging for a complete luxury experience.

5. What measures are taken to prevent damage or theft during shipment?

Each item is packed securely to prevent damage. For added security and anonymity, regular transportation is used to ship all luxury items, and no special tagging or information will indicate the parcel’s high value.

6. What should I do if I receive an item that does not meet my expectations for authenticity?

You are advised to contact ZALORA’s Customer Service Team so they can investigate the issue. Separately, we do offer returns within our return policy.

7. What should I do if some of my items are missing, damaged, or defective?

If you receive any defective, wrong, or incomplete/missing items, contact customer@sg.zalora.com within 7 days of delivery. You will need to send an unboxing video of the whole package and affected items, along with your order number and details of the issue.