We’d like to offer our sincerest apology for causing this inconvenience to you. However, rest assured that in the event that you experience receiving any defective, wrong or incomplete / missing item, we will surely assist you in resolving this error.
That being said, we’d like to request for your cooperation to send an unboxing video of the whole package and item(s) delivered, alongside the order number of parcels affected and issue stated to customer@sg.zalora.com within 7 days of delivery date. Our Customer Service Team will be delighted to guide you and investigate the issue encountered, further.
1. What is an unboxing video?
An unboxing video is the video recording of your opening and evaluating the item(s) within the package(s) you received upon delivery. It will be able to provide us with proof of defects, damaged, or missing items in order to speed up your return and refund process.
2. What are the requirements for the unboxing video?
The video must be clear, with no edits or pauses.
The parcel must not be tampered with before you start recording.
The file upload must not exceed 25MB.
3. What steps should I follow to take an unboxing video?
After receiving your package, check that it has not been tampered with.
Start recording your video before unboxing, showing the AWB (air waybill) on your package.
Open the package on camera without pausing the video.
Carefully remove and check all items for any damage, defects, or missing parts:
If an item is damaged/defective, show the part that is affected.
If you received the wrong item, show the item tag and the item you received.
If items are missing, show the full list of items you received, including the item tag.
Click here to see the example of unboxing video.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article