Don’t think your order is right for you? Don’t sweat it! ZALORA offers free and easy returns within 30 days after delivery – no questions asked! You can choose one of the following return options:
- An exchange for a different size or color of the same item. More info here.
- A refund to your original payment mode or Wallet Credit. More info here.
- A replacement for defective or damaged items. More info here.
Please also ensure that your items do not fall under the list of non-exchangeable and non-refundable brands or items here and that the following conditions are met:
Exchanges are only available for size and/or color of the same style. We can't accommodate exchange requests for different product. Instead, you can return your original item for a refund and then place a new order for a different item.
Please note that due to partnership restrictions, items Sold by Sellers as well as those in the Non-Exchangeable and Non-Refundable Items and Brands list are not available for exchange, unless stated otherwise.
Refunds are typically issued via your preferred refund method, as indicated on our online Returns and Exchanges form or on the physical return slip. If you don't specify a refund method, we pay you back via Wallet Credit by default. You can also request to switch refund methods by contacting our friendly Customer Service.
Using the table below, see what refund options are available to you and how long it'll take to process, starting from the time your return item was picked up or dropped off at LBC or 2GO. You'll receive an email notification once your refund is processed.
Below is a list of our partner banks for bank transfers. Please keep in mind that you may have to wait another 3-5 banking days after we receive and verify your bank details.
- Banco De Oro (BDO) Savings/ Checking Account
- Metrobank Savings/ Checking Account
- Unionbank Savings/ Checking Account/ EON
- RCBC Savings/ Checking Account
- Chinabank Savings/ Checking Account
- Bank of the Philippine Islands Savings/ Checking Account
- Security Bank Savings/ Checking Account
If your bank isn't on the list, you can opt to get your cash refund via Cebuana Lhuillier instead.
A few more things to note:
- ZALORA reserves the right to withhold any refunds until the original items have been received by our warehouse.
- Shipping fees are non-refundable.
- Ensure that refund details given are correct and complete. Any incorrect and/or incomplete entries will be refunded entirely to Wallet Credit.
- Refunds via Wallet Credit usually take 1-2 working days after your item reaches our warehouse.
- If your exchange item is unavailable or out of stock, we will proceed to refund you fully in store credit.
- If you opt for a refund via your original payment method, the refund value will be apportioned according to the amount paid via Wallet Credit and your original payment method.
- Voucher codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a voucher code, only the final paid price (after discount) will be refunded.
- ID for Cebuana refund should have an address.
- BDO debit reversals- banks may charge a processing fee that could affect the amount of your refund. You may contact you bank/card issuer.
All set? Click here to initiate your return.