How To Return Your Items (Exchange Or Refund)

You can now select all eligible items across multiple orders and return them in one parcel!

How Do I Consolidate My Returns?

1. Submit one return request for all eligible items you want to return - items may be from different orders if paid with the same payment method.

2. Pack each item in its original packaging with tags attached. Combine all packed items securely in one parcel.

3. Send the parcel back to us using your chosen return method. Each parcel should have only one unique tracking number.

Return Policy

• Return/Exchange Window: Refer to the item's product page:

• All modest wear category items: within 7 days

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

• All other category items: within 30 days

• Invoices: For only “Sold by Seller” items. Include the order invoice that arrived with your parcel. If the invoice was not provided, write your order number on a piece of paper and place it inside the parcel.
• Luxury Items: An unboxing video is required for defective/wrong/incomplete items. Submit your video to customer@sg.zalora.com.
• Return Exceptions: Click here to view non-refundable/non-exchangeable brands and items.

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Step 1: Submit A Return Request (Exchange Or Refund)

Start your return process by going to Account > My Orders and clicking on “Exchange/Return Item”. You will see the list of returnable items from your current and previous orders.

Submit a single return request for all eligible items, from any order, that you wish to return.

Don’t see your item? Create separate return requests for items not listed. Group returns may not be available for all items, as some sellers are not eligible for returns consolidation. You will need to pack and return those items separately - click here for more information.

Note for exchanges:

• Upon request submission, the exchange item is reserved for 15 days. A refund will be issued if the exchange is not completed within 15 days.

Step 2: Pack Your Return Items Into One Parcel

Items must be unused and in their original condition with tags attached. Electronic devices and beauty products must be unopened. Return items in their original packaging (e.g., clear plastic bag, product box). You may reuse the ZALORA mailer bag to pack your return items!

Step 3: Return Your Parcel

After submitting your return request, you will receive a return tracking number and/or QR code. You can find this information in the return requested e-mail we will send you or by clicking "Track Returns" on desktop/app.

Paperless Return Drop-Off (Free)

• Popstation: Select "return my parcel" then "I don't have a label". Enter your EzyReturn tracking number, print and attach the label, then scan the barcode, and follow on-screen steps. Only one return parcel is allowed per locker. If it doesn't fit, head to a Singpost counter - they'll print a return label for you.
• Ninjavan: Head over to an applicable drop-off point and show the QR code to the courier agent - they will print out a return label for you.

Return Pick-Up (Fees Apply)

You’ll receive a call/SMS when the rider is on the way. Please be ready to hand over your parcel directly - for security reasons, do not leave it unattended. The rider will only collect one parcel per return request submission.

Tracking, Returns Fees & Refund Options

You’ll be able to track your return, refund, and exchange statuses all on ZALORA! Go to Account > My Orders and filter the order status to “Returns/Exchanges”. Then click “Track Return”.

Exchanges

• Charges apply upfront for return pick-up and express shipping, while standard shipping is free.

Returns

• Charges apply for return pick-up and will be deducted from your total refund amount.

• Refunds for exchange orders will automatically be issued via store credit by default.

• Allow 1-2 working days for your return to be processed at the ZALORA Warehouse.

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Fair Use Policy

If we notice an unusual pattern of returns activity, including but not limited to returning a high proportion of ordered items, we may, at our sole and absolute discretion, take appropriate action, such as suspending or closing your account and any associated accounts or declining future orders.

If this has happened to you, and you think we've made a mistake, please contact our Customer Service Team and we'll be happy to review it with you. If your account has been suspended or closed and you need to make a valid return, contact our Customer Service Team before sending any products back.