At ZALORA we strive to offer the best and most flexible fashion experience! We understand that after placing your order, you may have to change some details due to different circumstances. Unfortunately, we are no longer able to update the payment method, voucher application and choice of item/s (colour, size, type) after completing checkout.
We may still be able to update your delivery address - find out more here
If your order has not yet been packed or shipped, you may still cancel your order online by following these instructions:
- Cancel your order
This feature is currently only available on Desktop. App or mobile web users, you can reach out to our Customer Service Team who will be able to assist you with the cancellation.
To cancel your entire order or pull out specific items from it, head over to the "My Account" tab and click "Orders & Tracking".
After locating the right order number, click on "View/edit order" and hit the "Cancel items" button.
To cancel individual items in the order, simply mark the check boxes next to them. To cancel the entire package altogether, scroll down and check "Select All". When you're done, click on "Cancel selected items".
You'll be prompted right after we receive your cancellation request and will be able to view the status of the request on the same page.
"*Remember that you can only cancel items before they are shipped. Otherwise, the specific item will be grayed out and a pop up message will appear:
*If your entire order has been shipped, the "Cancel Items" button itself will be grayed out:
Remember to refresh the page to get real-time updates on your cancellation.
If your cancellation requests fail, it's most likely because the item you chose has already been packed and shipped.
If you chose cash on delivery as your mode of payment then you have nothing to worry about! For Wallet Credit, refunds will take 1-2 working days. Credit card and PayPal reversals, on the other hand, will take a little longer to process and will take 5 - 7 working days. Don't worry, we'll notify you as soon as these get refunded.
*Cancelling An Order After Items Have Been Shipped
Don't worry if the package you want to cancel is already out for delivery. For cash on delivery orders, simply inform the rider who shows up that you've changed your mind so he won't collect payment. Otherwise, if you chose to pay via other prepaid options (e.g. credit card, PayPayl, or bank transfer), return the order instead and we'll refund your order.