How can I exchange & return/refund my item?

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.

• Please take note that:

  Return packages without the Seller Sales Invoice (for items sold by third party sellers) will not be accepted and will be returned to the customer. 

Follow these 4 easy steps to return an item(s) for exchange or refund:

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 how to use the online returns system.

2. Pack your items

   Place the item(s) in the original ZALORA product packaging (box or pouch), if you still have them - if not, that's fine, as long as you still have the brand's original packaging! Remember that swimwear, lingerie, underwear, earrings, beauty products, and items beyond the 30-day window can no longer be returned.

   Insert the following documents before sealing your package:

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

      

3. Return your ZALORA package

   Drop-offs

   Drop off your package at any Click & Connect site, LBC or 2GO branch nationwide, or at select 7-Eleven branches in Metro Manila.

   To learn more on how to drop off packages at Click & Connect sites, click here.

   For 7-Eleven branches, click here.

   For drop-offs made at LBC & 2GO, fill out the delivery form the branch clerk gives you with the following details:

   LBC:

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

   2GO:

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

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

   Pickups

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

   

4. Look out for e-mail notifications

   We'll inform you once your item arrives at the warehouse and passes our quality checks.* You'll get another notification when your refund has been processed or when your exchange item has been packed and shipped.

   * Only items that pass our quality checked are available for refunds or exchanges.