How long does it take to exchange/return my item?

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! In a hurry to get your refund? Make sure to choose wallet credit when returning your item!

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 select 7-Eleven, 2GO, or LBC branches.

      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 branches. Remember that after we process your return, your bank will still need time to process your refund.

      Want to get your refund in the shortest possible time? Choose to get your refund via My Wallet and use your refunded wallet credit to shop again! For all other methods, check this table to know how long your refund will take:

       

Some reminders!

• BDO Debit reversals: Your bank may charge you a processing fee that could affect the amount of your refund. 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.