Exchange or Refund/Return Time Frame

Want to return an item for exchange or refunds but not sure how long it will take? Fear not, we've outlined the different timings below!

1. Returns
    

   1. For return items picked up within NCR, Metro Cebu, Metro Zamboanga, Metro CDO, and Metro Davao or dropped off to our delivery partners, it takes 5-7 working days to reach our warehouse and go through our Quality Check team. We'll send you an email and SMS notification once your item arrives in our warehouse.

      To track your 2GO or LBC returns, head on over to their websites and key in the tracking number given to you during the drop-off.

2. Exchange
    

   1. Count down the days until you receive your exchange orders using the table below, starting from the time your return item was picked up or the time you dropped it off at either 2GO or LBC.

      We'll keep you in the loop by getting in touch when your return item reaches our warehouse and again when it's ready for redelivery.

      For more information on Delivery Times, click here.

      

3. Refunds
    

   1. Count down the days until you receive your refund using the table below, starting from the time your return item was picked up or from the time you dropped it off at an LBC or select 2GO and 7 Eleven branch.

      

      NOTE: 

      • Cebuana refunds: ID should have an address
      • BDO Debit reversals: Your bank may charge you a processing fee that could affect the amount of your refund. You may contact your bank/card issuer to inquire about this.
      • GCash: By default, orders paid with GCash are refunded as ZALORA Wallet Credit. If you wish to be refunded via GCash, follow these steps:
        • Step 1: When requesting for a refund on our website/app, choose "Cash" as your mode of refund.
        • Step 2: Click the link that appears on the screen. This will lead you to a Google Form.
        • Step 3: Input your NAME, ORDER NUMBER (for the refunded transaction), and MOBILE NUMBER* and submit.
        • Step 4: After ZALORA finishes processing your refund (3-5 days after you submit the form), you'll get a message from our payment partner once your GCash refund has been sent to the mobile number you entered in Step 3.
        • *We can only send GCash refunds to the same mobile number you used to pay for the original order.

   2. WALLET CREDIT

      We automatically refund you via ZALORA Wallet Credit 1-2 days after receiving your return item to ensure that you get repaid ASAP! You can continue here to view your ZALORA wallet). You're also free to switch refund methods.