How to Exchange or Refund/Return

We heard you! Exchanges and Returns are simpler now that it can be done online.

What's even cooler about Online Returns? You can reserve your exchange item* before it goes out of stock! Check out our online returns module on your desktop here to request for an exchange or return!

*Remember that we will reserve your exchange item for up to 10 days only.

ZALORA offers free and easy exchanges and returns – no questions asked! Ensure that your item fulfills the conditions below and is not in the Non-Exchangeable & Non-Refundable Items & Brands list.

• Mobile Web
• Desktop
  
  

MOBILE

1. Fill out the online returns form

If you fill out the online form, you can schedule a free pick-up and have your exchange item reserved for up to 10 days. 

DESKTOP

There are just 4 easy steps to exchange and/or refund/return online!

 

1. Fill out the online returns form

If you fill out the online form, you can schedule a free pick-up and have your exchange item reserved for up to 10 days. Click here to learn more about our online returns form.

 

2. Pack your items.

Place the item(s) – with the tags and invoice intact – in the original ZALORA product packaging (box or pouch). Remember that swimwear, lingerie, underwear, earrings, beauty products, and items beyond the 30-day window can no longer be returned. (Click here to learn more about non-refundable items)

Insert the following documents before sealing your package:

• For items sold by ZALORA: ZALORA invoice 
• For item sold by Third-Party Sellers: sales invoice, and original receipt issued by the seller

 

3. Return your ZALORA package.

Pick-ups

Simply hand over the package to the ZALORA rider on the date and at the address that you chose on the online returns form.

Drop-offs

Drop off your package at LBC and 2Go branches nationwide. Fill out the delivery form the branch clerk gives you with the following details:

LBC:

• Account Number: 102708
• Return Address:  CITIXPRESS 8124 Nenita Bldg. Dr. A. Santos Ave. Brgy. San Dionisio, Paranaque City

2GO:

• Account Number: 2013100087 
• Return Address:  CITIXPRESS 8124 Nenita Bldg. Dr. A. Santos Ave. Brgy. San Dionisio, Paranaque City

 

Don't forget to keep the receipt you’re given as proof of your return and note the package tracking number.

 

4. Look out for the e-mail notification when your item reaches our warehouse.

We'll get in touch once we receive your item back at our warehouse. After that it'll go through our Quality Check (QC) team. Only items that pass our QC check are available for refunds or exchanges. You'll get another e-mail notification when your refund has been processed or when your exchange item has been packed and shipped to you.